QuestionPro Audience

JUNE 6, 2018

77% of Americans own a smartphone, up from 35% in 2011. QuestionPro Audience provides our clients with access to more than 5 million active consumer respondents, who are pre-screened and qualified candidates for high-quality data collection. While there are many ways smartphones help us, they have also become an obsession.

Technology 220

Technology System Industry Consumers 220

NICE inContact

JUNE 20, 2018

That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., In fact, Hoveround, a NICE inContact customer since 2011, was one of the first companies to use CXone Personal Connection, a patented proactive outbound dialer that generates more revenue and fewer hang-ups.

Customer Service 167

Customer Service Contact Center CRM Connections 167

Helen Dewdney

JUNE 21, 2016

I have been asked a lot what EU law affects consumer law and what would happen to consumer law should we leave the EU on Thursday. EU legislation is intended to give consumers across the EU equivalent rights. See the UK European Consumer Centre for more details. The Consumer Rights Directive 2013 .

Consumers 56

Consumers Government Sales Marketing 56

Helen Dewdney

JUNE 12, 2023

Judith joined the Ombudsman in 2011 and now specialises in Alternative Dispute Resolution (ADR). Since her appointment, she has written and presented a wide variety of accredited training courses on Consumer Law and Compliance tailored to the sectors within which the Ombudsman operates. See Contact. Use the code ELRCOW.

Social Media 39

Social Media Consumers Retail Government 39

Michelli Experience

MARCH 15, 2017

My water fascination dates back to at least 2011 when I wrote the following…. So, that was what I wrote in 2011 and we all know iPods gave way to streaming audio and smartphones, but how has bottled water done? Not just any water…A very special water – the kind you find in a bottle. bottled water is truly a phenomenon of our time.

Trends 230

Trends Brands Sales Course 230

Inbenta

DECEMBER 21, 2023

Helmed by CEO and co-founder, Janice Diner, Horizn was established in 2011 in Toronto, Canada. The entire Horizn team is excited about this next stage of impact and innovation and looks forward to integrating itself into Inbenta’s leading customer experience platform.”

Self Service 52

Self Service Interaction Chatbots Touchpoint 52

Helen Dewdney

OCTOBER 22, 2015

Press release: Consumer champion says “Know your EU rights” As a nation the British aren’t very good at complaining. Helen Dewdney, The Complaining Cow , consumer rights blogger and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! This is clearly not the case here.

Consumers 30

Consumers Hotels Travel Retail 30

Clarivate

OCTOBER 4, 2023

Philips’ patient- and people-centric innovation leverages advanced technology and deep clinical and consumer insights to deliver personal health solutions. In 2011, following a review of available IP management software (IPMS), Philips adopted Unycom. Unycom offers comprehensive tools for managing the entire IP lifecycle.

Technology 59

Technology Software Innovation Groups 59

Experience Matters

MARCH 18, 2015

In 2011, it was the lowest-rated wireless carrier, with a score of 29%, in 2012 it increased its score to 59%, and then to 61% in 2013, 64% in 2014, and then this year, it became the top-rated wireless carrier, with 67%. Virgin Mobile has been steadily improving its ratings over the past five years. points below the effort average, and 5.5

Wireless 120

Wireless Effort Score Customer Experience Industry 120

TechSee

MAY 7, 2019

More consumers than ever are sending back fully functioning electronic products. TechSee , a global leader in visual customer assistance powered by AI and Augmented Reality, has released the results of a study on consumer behavior when returning non-defective electronic devices, revealing some eye-opening findings. Back to the store.

Survey 107

Survey Self Service Video Infographics 107

Experience Matters

MARCH 12, 2015

TriCare and Kaiser Permanente have been jockeying for the highest score since the Ratings began in 2011, with TriCare earning the top spot in 2011, 2013, and 2015, while Kaiser Permanente came in first in 2012 and 2014. Overall, health plans averaged a 54% rating and placed 18 th out of 20 industries.

Effort Score 120

Effort Score Customer Experience Healthcare Industry 120

Beyond Philosophy

FEBRUARY 1, 2021

They were trying to capitalize on a trend where more and more consumers want to buy from brands that share the same values as them. Here’s the one that best captures it in my opinion: 77% of consumers say they buy from brands who they share values with (Havas Group, 2019). I know what Hyundai were onto. years vs 3.4

Marketing 147

Marketing Hospitality Hotels Consumers 147

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. Now the question becomes what should Wells Fargo do next? million deposit accounts and over 500,000 credit accounts in all.

Banking 141

Banking Financial Customer Experience Consulting 141

Inbenta

AUGUST 18, 2023

Helmed by CEO and co-founder, Janice Diner, Horizn was established in 2011 in Toronto, Canada. The entire Horizn team is excited about this next stage of impact and innovation and looks forward to integrating itself into Inbenta’s leading customer experience platform.”

Self Service 52

Self Service Chatbots Touchpoint Innovation 52

Helen Dewdney

FEBRUARY 28, 2020

Royal Mail was privatised in 2013 and wants to be seen as working to keep costs down for consumers and making service improvements. But it needs to do a lot more work, listen to consumers and stop repeating mistakes and wasting money! Ridiculous, and shows just how poor the leadership at Royal Mail is. rise on previous year.

Policies 73

Policies Leadership Report Course 73

ShepHyken

SEPTEMBER 10, 2021

Consumers today expect speedier access to services than ever before. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . Only collect vital data .

Customer Experience 97

Customer Experience Self Service Advertising Customer Expectations 97

Helen Dewdney

OCTOBER 24, 2022

The mag closed it’s last page in 2011, and after having two amazing babies, the world of planet-trashing product REALLY got her goat once again. Listen to more The Complaining Cow Consumer Show interviews. East London Radio The Complaining Cow Consumer Show. Or do you have any ideas of subjects you would like covered?

Tips 52

Tips Consumers Financial Engagement 52

Experience Matters

MARCH 20, 2015

USAA has been the highest-rated credit card issuer since the Ratings began in 2011. We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S.

Customer Experience 120

Customer Experience Banking Industry Customers 120

CSM Magazine

SEPTEMBER 29, 2022

“The increase in calls around price cap announcements clearly reflects consumers’ anxiety around the price hikes. Reduce Average Call Handling Times : organisations need to ensure that disgruntled consumers can get the support they need as quickly as possible. About Infinity.

Data 52

Data Average Handle Time Telecommunications Automotive 52

Helen Dewdney

OCTOBER 26, 2016

by Ofcom for “serious and sustained breaches of consumer protection rules” Ofcom undertook two investigations lasting 18 months. The substantial fine sends out a message to telecom companies that these breaches in consumer law, not ensuring adequate staff training and treating customers badly will not be tolerated.

Consumers 30

Consumers Financial Resources Training 30

Eptica

JANUARY 15, 2020

In fact, consumers want to use it more - 37% said they’d prefer to email than to call, and it was the most popular channel in cases of high emotion, urgency and complexity. For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019.

Customer Service 99

Customer Service Self Service Knowledge Base Analysis 99

Experience Matters

MARCH 20, 2015

USAA has been hovering around the top of the banking list since 2011, but this is the first year that it actually took the top spot. We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S.

Banking 120

Banking Customer Experience Industry Groups 120

CSM Magazine

JANUARY 23, 2023

We now live in a world where consumers want brands to give them a personalised service. Founded in 2011, Sigma employs over 4,000 people and is expanding its operations from state-of-the-art contact centres in the UK, Australia and South Africa. That needs a blend of human-to-human and technology-led options.

Interaction 52

Interaction Multi-Channel Study Connections 52

Think Customers

NOVEMBER 19, 2018

Consumer confidence is at an 18-year high and holiday shoppers are ready to spend. are expected to exceed $1 trillion during the holiday season, representing the "strongest growth since 2011," according to eMarketer. And consumers are ready to move on if a brand’s. Total retail sales in the U.S

Customer Experience 45

Customer Experience Retail Consumers Sales 45

Experience Matters

MARCH 20, 2015

This is the second year in a row that Fidelity took the top spot; although, it still took second place every year between 2011 and 2013. We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 64.0%

Effort Score 120

Effort Score Customer Experience Financial Industry 120

ShepHyken

MAY 3, 2019

Similarly, as far back as 2011, RightNow’s 2011 Customer Experience Impact Report found that 55 percent of consumers said that easy access to support and information can make them fall in love with a brand. 74 percent said they will do repeat business with a company if their experience is easy.

Loyalty 113

Loyalty Effort Score Social Media Omni-Channel 113

Helen Dewdney

JUNE 15, 2019

In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of Caroline Wayman, Chief Ombudsman at the Financial Ombudsman. 3) How well do you know your legal rights ( Consumer Rights Act , different sectors regulations etc.). A series of interviews by The Complaining Cow.

Consumers 34

Consumers Social Media Financial Insurance 34

Michelli Experience

DECEMBER 27, 2017

Irrespective of all the store closings that took place in 2017, US retailers had the highest sales since 2011. Top categories viewed with AR view are furniture, toys, Amazon devices, kitchen items and consumer electronics. These are NOT the end times for retail…they are simply times to adapt to changing needs for consumers.

Retail 138

Retail Consulting Sales Technology 138

Talkdesk

NOVEMBER 7, 2019

Since 2011 Talkdesk’s mission has been to empower companies to continuously improve customer experience. With enterprise-class performance and consumer-like experience, Talkdesk allows companies to adapt their contact centers to the evolving needs of their customers.

Contact Center 45

Contact Center CRM Call Center Sales 45

Comm100

NOVEMBER 13, 2022

While offering just phone or email support was once accepted, consumers today expect far more. Today’s consumers are no longer satisfied with organizations offering just one or two customer service channels. 67% of consumers used social media for service-related needs in 2020, and this is growing.

Omni-Channel 212

Omni-Channel Customer Service Chatbots Social Media 212

Kristina Evey

NOVEMBER 13, 2014

Almost 9 out of 10 consumers say they’d pay more to ensure a superior customer experience. – American Express, 2011. A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%. Some studies suggest that they’d pay up to 24% more for that superior experience.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

Beyond Philosophy

FEBRUARY 19, 2019

Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. However, she knew the Customer Experience was a significant influence in the success of retailers in the disruptive retail environment of 2011 and beyond. Kahn says consumers want to have fun and enjoy what they are doing.

Retail 142

Retail Competitive Advantage Leadership Examples 142

Eptica

APRIL 8, 2020

They give consumers greater choice , whatever their demographic, and enable them to find fast, accurate answers wherever they are in the customer journey. To find out, we evaluated the digital customer service provided by 50 UK companies from five sectors, repeating research carried out since 2011. Published on: April 08, 2020.

Self Service 79

Self Service Customer Service Social Media Study 79

NetBase

DECEMBER 11, 2019

And in 2011, it’s infamous “Don’t Buy this Jacket” Black Friday ad was a lecture on just that. What does a consumer-facing retailer mean by appearing to not support consumerism? It’s meant to draw attention to its push to encourage consumers to buy less. Consumer Response. How are consumers responding?

Apparel 52

Apparel Consumers Fashion Retail 52

Experience Matters

MARCH 16, 2015

We asked consumers to rate three components of the experience, Success, Effort, and Emotion , on a 7-point scale. For each component, we take the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2, or 3. All three elements are part of consumers’ overall experience.

Effort Score 120

Effort Score Guidelines Groups Industry 120

Magellan Solutions

MAY 3, 2022

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. Back in 2011, Vodafone had moved two of its call center operations to Egypt and India. The focus will be on analytical areas including consumer credit and portfolio analysis.

Call Center 81

Call Center Company Telecommunications Banking 81

inQuba

SEPTEMBER 6, 2022

To give you a sense, that has increased from 10% in 2011. Customer Journey Management (CJM) is a well-known capability but seems to have a reputation for consuming a lot of energy (and dollars) while delivering a distant ROI. There is a significant opportunity here – to have our cake and eat it.

Customer Journeys 52

Customer Journeys Management ROI NPS 52