Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Kayako

MARCH 14, 2017

Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2 billion valuation. billion valuation.

Brands 99

Brands Customer Experience Retail e-support 99

Experience Investigators by 360Connext

AUGUST 3, 2021

According to a 2016 PwC survey cited by Linkedin , 60% of respondents reported they’d like daily or weekly feedback (72% among those under 30 years old), but only 30% said they receive it. But there’s one very common, very critical component of social listening that many brands overlook….

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 217

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 217

Kerry Bodine

JUNE 7, 2017

Check out 2016’s finalists and five winners: Brand Manual , Deutsche Telekom , Transformator Design , Philips Design and the student winner Gayle Rice. Finalists and winners will be promoted throughout 2017 and 2018 via the Service Design Network’s global media channels.

Conference 0

Conference Course Industry Brands 0

Vonage

AUGUST 30, 2016

We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details. Here are just a few ways you can connect with NewVoiceMedia at Dreamforce 2016. . And this year promises to be our biggest Dreamforce yet.

Sales 215

Sales Customer Confidence Connections Tips 215

ShepHyken

NOVEMBER 7, 2016

The author has some excellent examples of why customers are loyal to one brand over another. The Customer Advocacy Playbook: How to Create, Manage, and Grow an Effective Brand Advocacy Campaign by Sujan Patel. The post 5 Top Customer Service Articles For the Week of November 7, 2016 appeared first on Shep Hyken.

Customer Service 125

Customer Service Loyalty Customer Success Resources 125

ijgolding

JUNE 14, 2016

The post Customer Experience Commitment – 2016 Customer Centricity Research Findings appeared first on IJ Golding. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester is a very-vetted research brand, but it’s important to understand the ecosystem here. Twice as many brand scores fell as rose, and losses outpaced gains.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

Michelli Experience

FEBRUARY 14, 2017

Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey. Thanks to livestream.com we know: 81% of internet and mobile users watched more video in 2016 than 2015.

Video 235

Video Retail Communication Course 235

C3Centricity

AUGUST 17, 2020

This is no longer possible as customers are sharing their experiences of companies and brands far more than just six months ago. Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. 94% of consumers say they are more likely to be loyal to a brand that offers transparency.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

QuestionPro Audience

MARCH 15, 2018

billion in 2016, millennials own more than 35% of pets in the U.S., Pet brands are realizing this demographic has been largely untapped thus far, and are conducting research to gain insight into the buying habits of the Millennial pet owner. billion Americans spent on pets in 2016. In an industry that topped $66.75

Study 199

Study Report Innovation Groups 199

Alida

DECEMBER 1, 2016

The study, released in November 2016, showed that fintech adoption is particularly high in emerging markets like China and India. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 billion in funding. Half of banking customers around the world now use at least one product or service from a fintech firm. .

Customer Experience 193

Customer Experience Financial Banking Culture 193

GetFeedback

NOVEMBER 7, 2019

It’s been stated that customer experience is the new brand, but what about the visual customer experience? They expected only three as recently as 2016. A 100%+ jump in three years should be enough for any brand to sit up and take notice. So, how can brands provide the impossible? More compelling? About the guest author.

Ecommerce 249

Ecommerce Social Media Competitive Advantage Study 249

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Some brands use their community to build buzz and awareness.

ROI 100

ROI Measurement Brands Net Promoter Score 100

QuestionPro Audience

JUNE 21, 2018

As consumers focus on more health-friendly options, smart bun brands are altering their strategies to keep up with the changing market. Between July and September 2017, the combined sales of the top six hard seltzer brands accounted for just under $60 million in sales, more than four times the amount sold during the same time frame in 2016.

Consumers 223

Consumers Trends Industry Report 223

Michelli Experience

MARCH 15, 2017

Of course, there are those sophisticated brands like Fiji or Pellegrino. My favorite is Ethos water, a Starbucks brand that offers a portion of the proceeds from each bottle I purchase to help secure safe drinking water in a world where 1 in 6 people don’t have a reliable, healthy source.”. I drink my share of bottled water.

Trends 230

Trends Brands Sales Course 230

ijgolding

FEBRUARY 20, 2017

Only last week, research from Ombudsmen Services in the UK found that 79% of people will avoid a brand or company if they have received poor service in the past – this is not new news. Only today, UK house builder, Bovis Homes saw their shares plunge as customer service failings dragged down their profits in 2016.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Kayako

JANUARY 4, 2017

In 2016 Gartner Research predicted that 89% of companies would compete on the basis of customer experience. And that wasn’t just a 2016 fad. Walker agrees, predicting that by 2020 customer experience will overtake price and product as the key brand differentiator. Have you bought into a great customer experience?

Customer Experience 171

Customer Experience Customer Centricity Trends Customers 171

Beyond Philosophy

FEBRUARY 14, 2020

One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before. Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina.

Trends 195

Trends Technology Social Media Interaction 195

Alida

OCTOBER 4, 2016

In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. Gratitude requires brands to show appreciation for community members. Engagement, not entertainment.

Engagement 250

Engagement Strategy Entertainment Exercises 250

C3Centricity

DECEMBER 3, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. MARKETING IS TOO BUSY BUILDING BRANDS. This might explain why they are still putting their efforts into brand building, sometimes to the detriment of their customers, consumers and clients. (Source: CEI Survey). Source: Bain & Co).

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

Michelli Experience

NOVEMBER 14, 2017

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.”. Of all things for which Ed is known, “signature baseballs” is a substantial element of his brand.

Brands 113

Brands Hotels Leadership Guest Experience 113

QuestionPro Audience

JANUARY 17, 2018

Some of these innovations are not necessarily going to be unleashed to the marketplace, but garner attention for the brand, such as the car-sized drone a Chinese company EHang unveiled in 2016. Here is our list of the most exciting products debuted at CES that we hope actually make it to our homes! .

Consumers 236

Consumers Innovation Technology Measurement 236

QuestionPro Audience

MARCH 2, 2018

Many brands are hoping the investment helps them reach women, who make up 62% of the average Oscar viewership. The broadcast will air 16 commercials made specifically for the ceremony, and at least 12 brands bought airtime for spots celebrating female empowerment and inclusivity. Hidden Figures , the 2016 female-led drama, earned 6.8

Advertising 210

Advertising Culture Study Innovation 210

QuestionPro Audience

MAY 24, 2018

Brands need to be cognizant of consumers’ feelings about the security of their personal information and online behaviors. consumers worry about how brands collect and use their personal data, and 34% don’t trust tech companies with their digital privacy. New research from EXPRESSVPN found that 71% of U.S.

Consumers 207

Consumers Data Social Media Study 207

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time.

Trends 171

Trends Customer Experience Wireless Entertainment 171

Comm100

NOVEMBER 29, 2021

Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. Maybe even brand evangelist. They are the face of your brand. Customer service agents can be the difference between a won or lost sale, and brands are beginning to realize that.

Trends 260

Trends Customer Service Chatbots Omni-Channel 260

Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. Anjali Lai writes in her Forrester report that several high-intensity emotions are tightly linked to consumer spend, brand preference, and brand love. 15 times more likely !

Analysis 223

Analysis Feedback Effort Score NPS 223

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! Thou shalt define and communicate the brand promise. A brand promise is, well, a promise to your customers. I've made slight modifications.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Conversocial

MAY 4, 2021

The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence. Bots have come a long way since their inception, but consumer trust still lags behind. The result; consumer perception still being bots aren’t all that useful.

Brands 111

Brands Trends Consumers Interaction 111

QuestionPro Audience

APRIL 6, 2018

With more and more big brands like Sprint, Netflix, and L’Oreal cutting their agencies to take their advertising in-house, ad agencies are scrambling to re-route. ad agencies are not at risk of becoming obsolete, reportedly bringing in over $48 billion in 2016 and employing over 200,000 people, but the growth in this industry is slowing.

Advertising 207

Advertising Consumers Marketing Customer Journeys 207

Michelli Experience

JULY 18, 2017

and, 3) What percentage of Americans answered “True” to the same question in 2016? drumroll please… In 1964 77% of respondents said “most people can be trusted” but only 31% viewed most others as worthy of trust in 2016 (thus causing my negativistic prediction about you today). Customer Views of Brand Trust. The Findings.

Customer Experience 164

Customer Experience Contact Center Consulting Policies 164

QuestionPro Audience

FEBRUARY 15, 2018

Once they find a brand that appeals to them, they are extremely brand loyal. CAREGIVING The caregiving market is expected to reach $72 billion by 2020, according to a report from AARP , with a total spend on caregiving from 2016 through 2020 expected to reach $279 billion.

Company 186

Company Travel Comparison Social Media 186

Lumoa

APRIL 3, 2018

In reality, most likely, you have already seen it: NPS consists of two questions: a scoring system (typically asked with " How likely are you to recommend your brand to a friend or colleague? ") and the "why"-question. “ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

ijgolding

OCTOBER 3, 2016

It is vital to be able to connect the ‘customer persona’ piece of the jigsaw to the ‘brand proposition’ piece. Failing to clarify proposition is a sure fire way of failing to meet the needs and expectations of customers, whilst at the same time confusing and demotivating your own people.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time.

Trends 147

Trends Customer Experience Wireless Entertainment 147