Think Customers

DECEMBER 31, 2014

Here are the worst customer experiences in 2014. Customer Engagement Customer Loyalty Customer Experience Customer Strategy Customer Service coloradorockies kfc timewarnercable uber worstcustomerexperienceof2014' There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Experience 103

Customer Experience Sports Advertising Video 103

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines Rewards Programs 137

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Customer retention and loyalty CX Strategy Retail Amazon customer experience Dave Lewis Jeff Bezos Tesco'

Retail 290

Retail Financial Report Customer Retention 290

ijgolding

SEPTEMBER 8, 2014

Response via Email 06/09/2014 10:37. Communication Channels Customer Journeys Customer retention and loyalty Recovery Retail Brian Hann customer experience Disney Disney Store exceeding customer expectation Lorna Hann Tiana Animator Disney Doll' What a phenomenal way of dealing with a customer enquiry!! Disney Store. Correspondence.

Customer Experience 329

Customer Experience Customer Expectations Customer Retention Retail 329

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Blog Culture Customer Engagement Customer Experience Customer Journey Mapping customer service Featured communication culture customer touchpoints journey mapping leadership linkedin loyalty management Must-Read' Are you ready to make 2015 even better?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Maz Iqbal

OCTOBER 9, 2014

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. Waitrose ascends the rankings moving from being number ten (2013) to being number 7 (2014). M+S (both Simply Food, and Your M+S) descend towards the bottom of the Top 10 in 2014. Which publication?

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Maz Iqbal

OCTOBER 14, 2014

If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one.

Customer Philosophy 91

Customer Philosophy Case Study Customer Experience Employee Engagement 91

Experience Matters

SEPTEMBER 8, 2014

In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to be in.” Our research shows that customer experience correlates to customer loyalty. CX professionals are a happy group.

Customer Experience 303

Customer Experience Social Media Groups Customers 303

Experience Investigators by 360Connext

DECEMBER 3, 2014

We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. It’s an ongoing obsession. Don’t stop sharing those moments with us.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014.

Omni-Channel 95

Omni-Channel Self Service Trends Loyalty 95

ijgolding

NOVEMBER 25, 2014

In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. As we approach the end of 2014, I am amazed at the number of companies who fall into one of the following three categories: We have Wi-Fi but if you want to use it you must pay for it.

Social Media 212

Social Media Hotels Entertainment Retail 212

Comm100

FEBRUARY 19, 2014

Proactively engaging website visitors indicates a willingness to deliver a great customer experience which can certainly lead to customer loyalty and long term customer relationships. Chat Away in 2014. The post Accessibility is Key to Customer Satisfaction in 2014 appeared first on Comm100 Blog.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management'

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

ijgolding

NOVEMBER 8, 2016

In 2014, Orient were a ‘penalty shoot out’ away from winning the League 1 play off final. In 2014, Leyton Orient had as big a grouping of FANS and CUSTOMERS at the same time as it had done for the previous 34 years – if not more. In 2014, Leyton Orient was a business with heart and soul.

Sports 237

Sports Entertainment Airlines Customer Base 237

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. 26 August 2014. < 26 August 2014. < 24 April 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. blog posts for 2014 were: Got Empathy? : Customer Loyalty is Alive and Well : Can we just stop trying to relabel “customer loyalty” as “customer engagement?” The top 10 B.O.B.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. The data analysts are just as important as the service designers, and there is room for so many of us in between. I love the way the community is evolving, and I’m awfully proud to be a part of it.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

CX Journey

NOVEMBER 25, 2014

Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. brand customer experience loyalty marketing' Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! This year, Robert again put together his proposed trends for the upcoming year. Anna Wintour.

Trends 171

Trends Brands Retail Leadership 171

ijgolding

AUGUST 7, 2014

In 2014, a staggering number of 28 pubs are still being closed every week. What they/we expect from a pub is on the whole different in 2014 to 2002. 30th July 2014. By 2012, the number had declined to 49,433. We expect the experience we have in a pub to meet and sometimes exceed our expectations. How will it fare? Pub Visited.

Customer Experience 201

Customer Experience Customers Training Customer Retention 201

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. It also includes the summary NPS scores from 2014. Download report for $695.

NPS 120

NPS Net Promoter Score Report B2B 120

ijgolding

DECEMBER 17, 2014

What happened to me and my fellow passengers on the afternoon of the 12th December 2014 serves as a brilliant example of how NOT to deal with an exceptional event – when something goes wrong. I would like to share the story with you. I was due to fly from Oslo to Gatwick on the last Norwwegian flight of the day – the 18:10.

Airlines 209

Airlines Company Customer Journeys Travel 209

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. Our research also shows that the Temkin Experience Ratings are strongly correlated with elements of loyalty, such as repurchasing, Net Promoter Score, innovation success, and forgiveness. This product has a report (.pdf)

Report 120

Report Net Promoter Score Effort Score Innovation 120

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Maury has phased out the work this way: 2012-2014: Closing the necessary gaps.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. The post Guest Blog: Reasons Why Eco-entrepreneurs Succeed in Winning Customer Loyalty appeared first on Shep Hyken. Shep Hyken.

Loyalty 87

Loyalty Policies Consumers Exercises 87

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. customer experience customer loyalty customer retention' Image courtesy of featureset I originally wrote today''s post for InsideCXM. Want to know the secret to customer retention? I''ll tell you, but first a story. And they work hardest of all to give people more ways to matter.

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

Forrester

NOVEMBER 7, 2014

2014 wasn''t a good year to be average. customer loyalty. CX Customer Experience Customer Experience Customer Experience Index Predictions 2015 Voice of the Customer campaign management citizen experience customer loyalty emotional design social listening' In 2015, the race from good to great CX will hit the gas pedal.

Loyalty Programs 109

Loyalty Programs Insurance Government Loyalty 109

Think Customers

OCTOBER 24, 2014

In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy customerexperiencechampions customerexperienceprograms forrester' 1to1Media.com/weblog.

Culture 102

Culture Customer Experience Loyalty Customer Engagement 102

Alida

MARCH 10, 2016

Brands have never been more fragile,” James Surowiecki, a business journalist for The New Yorker , wrote in 2014. According to a 2013 study from Accenture , 40 percent of retail industry leaders cite millennials’ lack of loyalty as their number one concern. The empowered customer is more demanding and less loyal. Conclusion.

Sales 172

Sales eBook Study Social Media 172

Think Customers

NOVEMBER 2, 2014

Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement Marketing Voice of the Customer 20141to1mediacustomerchampions 2014customerchamps customerexperience' There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ).

Customer Connectedness 120

Customer Connectedness Infographics Customer Experience Video 120

ijgolding

JUNE 22, 2015

By 2014 they had been voted number 4 in the Times 100 Best Mid-Sized Companies to Work For, and they won the Customer Service Initiative award at the Oracle Retail Week Awards. In 2014 they also floated on the London Stock Exchange. Advocacy leads to loyalty. Loyalty leads to growth. Empathy leads to advocacy.

Leadership 120

Leadership Social Media Exercises Loyalty 120

Customers That Stick

OCTOBER 23, 2014

Restoring humanity to healthcare: the key to driving loyalty and growth. To learn more about the Compete Through Service Symposium being held November 5 – 7, 2014, including speakers, breakout sessions, featured presentations, and how to attend, click here. Topics include: Tap into the power of purpose, empathy and memories.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

Kayako

JULY 7, 2016

You might argue, “well that was 2014,it doesn’t matter.” Building a great customer service team allows you to WOW customers and grow loyalty. They’ll help you to: Grow customer loyalty. Instead, the audio recording was published online, and was picked up by publications like Time , Bloomberg and TechCrunch. But you’d be wrong.

Customer Service 169

Customer Service Competitive Advantage Hotels Social Media 169

Think Customers

OCTOBER 5, 2014

According to the Temkin Group''s recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry''s CX leader within three years. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again.

Customer Experience 93

Customer Experience Loyalty Report Customer Experience Management 93