Alida

MARCH 10, 2016

Brands have never been more fragile,” James Surowiecki, a business journalist for The New Yorker , wrote in 2014. In a 2013 study from Dimensional Research, 90 percent of people who read online reviews said that their purchasing decisions had been influenced by positive reviews, while 86 percent said they were swayed by negative reviews.

Sales 172

Sales eBook Study Social Media 172

C3Centricity

APRIL 3, 2019

Say what your total budget is, how much you spend on advertising and promotions and what impact that has had on sales, in total. I know it takes a lot more than these two actions to impact sales, but as I said, keep it simple. With our current sales growth of SSS, that works out at approximately TT%. HOW’S THE COMPETITION DOING?

Marketing 277

Marketing How To Advertising Brands 277

InMoment XI

AUGUST 8, 2012

There’s been lots of encouraging talk this week in Traverse City about sales growth in 2012 and beyond with 15 M being bandied about for 2013 and perhaps even a return to 16 M in 2014. There are many factors driving this but one of the main ones is that cars are getting older in. View Article.

Video 150

Video Sales Automotive 150

InMoment XI

AUGUST 8, 2012

There’s been lots of encouraging talk this week in Traverse City about sales growth in 2012 and beyond with 15 M being bandied about for 2013 and perhaps even a return to 16 M in 2014. There are many factors driving this but one of the main ones is that cars are getting older in. View Article

Video 150

Video Sales 150

InMoment XI

AUGUST 8, 2012

There’s been lots of encouraging talk this week in Traverse City about sales growth in 2012 and beyond with 15 M being bandied about for 2013 and perhaps even a return to 16 M in 2014. There are many factors driving this but one of the main ones is that cars are getting older in. View Article

Sales 150

Sales 150

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.”. An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. 26 August 2014. < 26 August 2014. <

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Customer Bliss

MAY 23, 2017

Lynn also oversees a lot in her role: marketing, event planning, social media, hospitality and group sales, owner relations, media relations, and more. LaRocca joined NYRA in 2014 from Modell’s Sporting Goods, the largest privately held sporting goods retailer in the U.S., About Lynn. That is always some degree of challenge.

Sports 142

Sports Customer Experience Hospitality Retail 142

Kerry Bodine

JUNE 7, 2017

In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. Your sales agents promise that your product or service will deliver certain benefits. But that’s not all. One of JetBlue’s most memorable ads simply read, “Not a tagline.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. trillion, according to data from Deloitte , which is more than a quarter of annual retail sales. Of course, greater retail sales inevitably lead to higher call volume in the contact center. Bring it.”

Contact Center 136

Contact Center Gamification Retail Course 136

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. Laura Lake And yet, companies continue to focus on sales, sales metrics, and customer acquisition. 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 save you money!

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

Win the Customer

FEBRUARY 27, 2014

Mobile has been essential to engage with customers, but it takes more than a mobile contact channel for a complete customer experience and to make the sale. And customers expect there to be more. Business Customer Experience Customer Service Technology'

Customer Experience 100

Customer Experience Trends Customer Expectations Technology 100

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014.

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. I originally wrote today''s post for Intradiem. Have you thought about this question: "In your company, are customers persona non grata?" OK, a little Latin refresher to start off. What does "persona non grata" mean? According to Wikipedia, it means an unwelcome person. An outcome.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Using Salesforce CTI to connect customer data to the sales and service experience.

Self Service 120

Self Service Contact Center Trends Sales 120

NICE inContact

DECEMBER 9, 2015

Columbia Sportswear has seen the following results since implementing inContact cloud solutions in early 2014: Talk time reduced by an average of 20 seconds. Sales orders increased 56% and revenue 59%. Earned a customer satisfaction score of 93.6% while absorbing and handling a 34% increase in call volume.

Customer Service 188

Customer Service Contact Center e-support Call Center 188

Kerry Bodine

MARCH 8, 2017

And in its 2014 survey of 200 companies, global analyst firm Gartner found that 89% of respondents planned to compete primarily on the basis of customer experience by 2016. And to that end, 65% of the companies surveyed had already appointed the equivalent of a chief customer officer within their organizations.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Storyminers

NOVEMBER 2, 2016

CVS Health Corporation stopped selling tobacco products in 2014 to the dismay of shareholders but the applause of health care and insurance professionals. Sales dropped, yet share prices rose from the $80’s to the $100’s over the next eleven months. There’s precedent for that. The bottom line?

Policies 170

Policies Customer Experience Hospitality Insurance 170

SuiteCX

JANUARY 19, 2015

©2014 suitecx – ConfidenDal Client Mailing costs were skyrocke2ng, and manual processes made campaign planning difficult and inefficient Diagnos2c across four lines of business; shared services team built around 19 CX ini2a2ves Automated 30% of manual processes; reduced employee over2me; increased program effec2veness 1.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

BlueOcean

DECEMBER 16, 2019

If you’re offering unique holiday products, services, or sales, communication is key – and it should flow through every corner of your organization. Your contact center should be collaborating closely with your marketing, sales, and distribution teams, with real-time communication so your team can adjust accordingly. Bring it.”

Contact Center 156

Contact Center Gamification Transportation Travel 156

Customer Bliss

MAY 17, 2016

He is responsible for defining, developing, launching and implementing the entire Audi customer sales and service journey. ” For example, Audi rolled out an iPad app to help dealers with the sales process. Around 2011-2012, Audi began to focus much more a customer-centric approach.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Think Customers

OCTOBER 21, 2014

Bluewolf, a global business consulting firm, interviewed 1,000+ Salesforce.com customers in collaboration with MIT Sloan School of Management and made some interesting discoveries about trends in Salesforce usage and practices that are relevant for marketing, sales, and customer service leaders. 1to1Media.com/weblog.

Report 78

Report Consulting Trends Sales 78

Experience Investigators by 360Connext

APRIL 30, 2015

After unsubscribing, there’s still someplace to go and a chance to make a sale. Instead of the generic “You will no longer receive…” confirmation page, Michaels offers a link to their sales page. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014.

Brands 110

Brands Retail Consulting Touchpoint 110

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

CX Journey

AUGUST 16, 2017

They did this for five industries - cable, airlines, investments, retail, and health insurance - and then built models to compare the compound annual growth rate in revenue of the CX Leaders to the CX Laggards between 2010 and 2014. If you make a sale, you can make a living. The returns are real. And they are proven. Jim Rohn.

Customer Experience 142

Customer Experience ROI Airlines Insurance 142

ijgolding

FEBRUARY 15, 2018

When the world’s first professional qualification in CX was launched by the Customer Experience Professionals Association (CXPA) in 2014, finally the profession was in a position to give CX Professionals the ‘earned authority’ they so richly needed. You can find out more about the book here.

Customer Experience Professionals 144

Customer Experience Professionals Training Customer Experience Meeting 144

Kristina Evey

JULY 5, 2018

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. in 2014, $3.7 Start with your sales in the last 12 months or fiscal year. Divide that number by the total number of customers, not repeat sales, but the number of unique customers of your company, and that is your average spend.

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

Kristina Evey

JULY 5, 2018

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. in 2014, $3.7 Start with your sales in the last 12 months or fiscal year. Divide that number by the total number of customers, not repeat sales, but the number of unique customers of your company, and that is your average spend.

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

Kayako

MAY 11, 2017

Companies that utilize big data and customer analytics see 14% more customer retention than companies that do not, according to a 2014 report by Aberdeen Group. But even after you’ve made the sale and rendered your services, you still have to work to ensure your new customer remains loyal.

How To 248

How To Case Study Customers Industry 248

Calabrio

FEBRUARY 24, 2016

In 2014, it emerged as a top priority for marketers. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls. Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. percent from 2014 to 2015, from $23.4 But no matter which CRM solution you use, a few features are essential in today’s sales environment. In today’s sales environment, mobile capability is essential for an effective CRM tool.

CRM 108

CRM Company Customer Experience Social Media 108

Customer Bliss

JANUARY 11, 2018

According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it). Why is the CCO role so important? Then the money is doled back out to the silos to plan.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Comm100

JULY 23, 2019

In 2014 we launched our MaximumOn service – a failover system that ensures that our live chat cloud solution would never go offline. Whether you’re using Comm100 for sales, support, or both, the last thing you want is to drop a chat with an engaged visitor. We were one of the first live chat vendors to do this.

Communication 126

Communication Social Media Chatbots Customer Centricity 126

TechSee

DECEMBER 12, 2017

According to technology giant Cisco, video will account for 80% of all Internet traffic by 2019, up from 64% in 2014. Visual experiences are gaining traction within customer interactions, and are poised to become the dominant channel for customer communications. Efficacy of video within customer service.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Vonage

MAY 11, 2016

In 2014 following an extensive review NewVoiceMedia’s cloud customer contact solution ContactWorld for Service with Salesforce integration was selected as our product of choice to enable us to improve the customer engagement executives’ experience and deliver an effortless customer experience. First contact resolution is 87% and NPS 91%.

Customer Experience 60

Customer Experience Multi-Channel Competitive Advantage Effort Score 60

Customers That Stick

NOVEMBER 10, 2014

VOLUME 36: October 2014. The Customer Experience Continues After the Transaction is Complete - Reminder to give our customers appreciation after the sale. Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Here are five reasons you should.

Omni-Channel 147

Omni-Channel Tips Mobile Customer Service Customers 147

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 There is Customer Support, Customer Experience, Education, Account Management, and Sales. Before joining Typeform I was VP of Sales for another startup and I originally joined Typeform to be in charge of Sales. I got lucky! to help us cover more time zones.

Customer Success 129

Customer Success NPS Metrics Culture 129

Kayako

JANUARY 5, 2017

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. A mobile-first mindset for your customer service and sales support is essential for you to be competitive.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95