Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. 26 August 2014. < 26 August 2014. < 24 April 2014. 26 August 2014. < 26 August 2014. < 26 August 2014. www.bautomation.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

NOVEMBER 17, 2014

Here’s a look at their stock over the past year: Source: Nasdaq.com on 10 September 2014. As a result, take a look at their stock price over the past five months: Source: Nasdaq.com on 10 September 2014. On the other hand, Google has great employee engagement. Their satisfaction rating by employees is 99%.

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. 1 Attraction ” on Thursday, October 30th, 2014. 1 Attraction ” on Thursday, October 30th, 2014. While they couldn’t do things differently on this project, they would do things differently if they were setting up a new one.

ROI 119

ROI CEM Consulting System 119

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

Report 244

Report Groups Survey Customer Experience 244

Experience Matters

NOVEMBER 13, 2017

This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

Report 227

Report Groups Survey Customer Experience 227

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Nothing wrong with that! Always good to revisit this topic because it is such a hot one for customer experience professionals. Always the same (great) story, regardless.

Customer Experience 142

Customer Experience ROI Airlines Insurance 142

CCO Council

APRIL 16, 2014

I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. One of the more exciting findings is the lengthened tenure of members of the CCO Council. Where average enterprise tenure is 34.5 months, tenure of Council members is a whopping 54.2

Study 74

Study Chief Customer Officer Fashion ROI 74

Doug Leather

MAY 15, 2014

My comments on a couple of these 2014 investment priorities. Let’s begin at Investment Priority #5 for 2014 – Customer Acquisition. Maybe, just maybe, Investment Priority #4 for 2014 – Marketing Effectiveness addresses the balance across these 4 drivers of customer value management.

Infographics 57

Infographics Customer Centricity ROI Competitive Advantage 57

Experience Matters

DECEMBER 31, 2015

Report: ROI of Customer Experience, 2014 (see updated 2015 version ). 10 Customer Experience Factoids from 2014 (Infographic). Report: Tech Vendor NPS Benchmark, 2015 (B2B). What is Customer Experience? Report: The Four Customer Experience Core Competencies. Customer Experience Matters (The Video).

Net Promoter Score 120

Net Promoter Score Customer Journeys Infographics Effort Score 120

C3Centricity

APRIL 3, 2019

Whilst ROI is not the best measure of marketing’s impact (see this Forbes article for more on that), you still need to answer the question. This post is adapted from an article which first appeared on C3Centricity in 2014. Our current average price in-store is ZZZ, but 70% of our customers thinks we’re actually worth more than that.

Marketing 277

Marketing How To Advertising Brands 277

ijgolding

SEPTEMBER 24, 2015

It was a sentiment I very much agreed with – you can read more about the 2014 results here. Customer Experience Professionals are in constant need of evidence of the ROI of Customer Experience – it is fantastic that KPMG Nunwood are adding even more fuel to the fire! The 2015 results appear to go a step further.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

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

NICE inContact

JULY 13, 2016

inContact was recognized for this award for “offering superior products and services that deliver a clear, demonstrable ROI.” Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. 1 Attraction ” on Thursday, October 30th, 2014. 1 Attraction” on Thursday, October 30th, 2014. ROI on Customer Service–New Research from the Economist Intelligence Unit. 3 Steps to Becoming #1 on Trip Advisor.

ROI 74

ROI Net Promoter Score CEM Conference 74

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index.

Customer Experience 180

Customer Experience Customer Satisfaction Analysis Financial 180

Forrester

OCTOBER 15, 2014

Olivier will be speaking at Forrester''s Forum for Customer Experience Professionals EMEA in London on November 17 and 18, 2014, and he was kind enough to share some thoughts with us in advance of his appearance. Customer Experience ROI. Customer Experience Customer Experience Forum EMEA Customer Experience ROI Energy utilities'

Customer Experience 88

Customer Experience ROI Customer Experience Professionals Financial 88

CX University

OCTOBER 12, 2021

CXU originally developed its CX programs following the rubric issued by CXPA in 2014. New questions were written to assure current job tasks, skills, and abilities were represented based on contemporary CX practice.”. CXPA revised its rubric after commissioning a detailed 2020 job analysis study.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ If you enjoyed this post, you might be interested in the following blogs: Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor. You Will Now.

Case Study 142

Case Study Employee Engagement Study Engagement 142

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

Report 120

Report Groups Survey Customer Experience 120

Customer Bliss

MAY 4, 2017

She eventually was “lured away” by Concur a few years ago; she’s been there since November 2014 as VP of Customer Experience. Important distinction here: Oftentimes in the early stages of CCO work, it’s all Excel spreadsheets and ROI equations and “create a 10-step plan.” What Came Of All This?

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

CX Journey

APRIL 28, 2015

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. One of the most-frequently-asked questions we hear from companies about listening to customers and, hence, improving the customer experience is: “How can I show ROI for my executives?” How can I show ROI for my executives?

Customer Experience 80

Customer Experience ROI Financial Customers 80

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySparrow

SEPTEMBER 21, 2020

And in this blog, we’ll discuss how online surveys increase ROI. And, what’s more rewarding is the fact that online surveys can increase your business ROI like never before. By the end of the article you’ll learn how to gain lifetime leads with high ROI, that too without investing huge sums of money or time.

ROI 45

ROI Survey Return on Investment Social Media 45

Customer Interactions

JANUARY 30, 2014

Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations. Here are my predictions for nine key physical security trends this year.

Trends 33

Trends Video Analytics Retail 33

ijgolding

JANUARY 15, 2016

In 2014, the CXPA launched the first ever Professional Qualification in CX – yes….that Metrics, Measurement and ROI. that is right….professional professional qualification. The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

CX Journey

MARCH 8, 2016

I was delighted to find more evidence of this from Watermark Consulting, the firm that publishes the annual Customer Experience ROI Study. They've taken a look at the employee experience leaders based on Great Place to Work findings and charted their performance on the S&P 500 for the last 18 years, from 1997 to 2014.

Employee Experience 80

Employee Experience ROI Study Consulting 80

Customer Interactions

OCTOBER 3, 2014

I’m just back from the ASIS 2014 show in Atlanta. They were struggling to recast their security organizations in a new light – from necessary cost center to an integral, ROI producing arm of the business. I had a lot to reflect on during my flight home. It was a busy few days.

Insurance 31

Insurance ROI Policies Video 31

Clarabridge

JUNE 13, 2017

I’ve personally been with Dorel Juvenile since January 2014 and am passionate about enriching lives with solutions that compel consumers to absolutely LOVE a brand. Want a more detailed account of how Dorel Juvenile drove ROI with a simple shift? Check out the case study here !

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

CX Journey

APRIL 19, 2016

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) as the Engagement-Profit Chain, which looks like this. Their annualized returns outperformed the stock market by nearly double.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Map your business needs to the different types of communities available at your disposal in order to derive the ROI you’re looking for from these important business tools.

Social Media 100

Social Media How To Innovation Software 100

Customer Guru

APRIL 5, 2018

Mr. David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014. Specific CX projects will be approved based on pretty standard metrics, ROI, impact on NPS, Reach, etc., This one’s simple to explain, but works best when it comes from the top.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Comm100

JANUARY 14, 2016

According to a CellCentreHelper.com report , only 3% of companies used social media to communicate with customers as of May 2014. Since 2014, though, companies have made significant increases in resources they allocate to communicating with consumers on social media. Conclusion.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Maru/HUB

JANUARY 17, 2018

billion in 2014 to $8.39 Today’s Customer Experience analytics programmes are substantial investments to businesses and therefore demand ROI. The problem CX managers face is how to demonstrate ROI. Over time they have invested heavily in their CX programmes with 58% of businesses aiming to be CX leaders within three years.

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

ShepHyken

JUNE 2, 2017

Below are a few great examples of organizations that have completely re-architected the way they think about and interact with customers – and produced a sustainable ROI as a result: The Royal Bank of Scotland integrated their customer data into an always-on customer brain (video).

Examples 75

Examples Self Service Wireless Call Center 75

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. This is another financial metric that can be used to demonstrate the ROI (Return of Investment) of the customer success team. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 1 The Customer Culture Imperative , Dr. Linden Brown and Chris Brown, 2014. 2 Forrester Research, 2012. Image licensed from Shutterstock.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Confirmit

MARCH 1, 2018

In 2014, eir Large Business partnered with W5 to develop a Voice of the Customer (VoC) program that has enabled eir Business to research, create and promote a strong customer-centric strategy for the organization. How the program has deliver cost reduction, revenue increase and culture change to eir Large Business, delivering clear ROI.

B2B 40

B2B Case Study ROI Touchpoint 40