Lithium

JUNE 27, 2022

It’s possible that it’s been a recent challenge to understand how your brand could fit into this social engagement circus. Now the question has become, how do we keep up, and what makes TikTok analytics different from the “older” and more “traditional” forms of social engagement? A high view count no longer ensures positive engagement.

Analytics 52

Analytics Engagement Social Media Video 52

Experience Investigators by 360Connext

OCTOBER 2, 2014

According to the 2012 American Express Global Customer Service Barometer , 75 percent of us say we’ve spent more with a company because of consistent positive customer service experiences. Empowered and engaged employees translates into lower turnover, better performance and increased profitability. Value to organizations.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

QuestionPro Audience

OCTOBER 26, 2018

Dog food sales grew 8% between 2012-17 to reach $11.8 which consists of more than 40,000 highly engaged, pre-screened veterinarians who provide critical insights. As pet owners in the U.S., billion, while cat food sales increased 11% to reach $6.83 billion during that period.

Industry 170

Industry Sales Innovation Report 170

CX Journey

APRIL 11, 2018

I've written about Bob Chapman several times in the past, starting with a 2012 post about his TEDxScottAFB Talk: Truly Human Leadership - Everyone Matters Define Your Employee-Centric Culture Employee Engagement Strategy?

Leadership 169

Leadership Culture Hospitality Measurement 169

CX Journey

DECEMBER 11, 2018

The Truth About Employee Engagement by Patrick Lencioni Similar to Patrick Lencioni's other books, this one is also a fable. In 2012, I wrote about his first book, Brand Integrity , and in 2013, I wrote about his second, Engaged! In other words, quick reads but packed full of good stuff.)

Leadership 151

Leadership Guidelines Travel Culture 151

Kerry Bodine

JANUARY 18, 2021

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside. There’s even a verb associated with this process — as in, “Would you consider blurbing our book?”.

Comparison 227

Comparison Culture Groups Customers 227

CSM Magazine

MARCH 4, 2022

While the existing IET community had been in place since 2012, poor site structure meant that content was hidden in silos, while the wider user experience clashed with key objectives like knowledge sharing, collaboration and engagement. As a result, content was only visible to a fraction of its membership.

Self Service 98

Self Service Technology Chatbots User Experience 98

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Coincidentally, this definition was also done in a June, 2012 article.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Image Credit: 401(K) 2012 via Creative Commons license. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Banking 286

Banking Loyalty Culture Social Media 286

NICE inContact

JULY 25, 2019

According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise. 2) Ask for Feedback.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Experience Matters

NOVEMBER 24, 2014

The Thunder does a great job, it even won a 2012 Temkin Group CX Excellence Award. Everywhere we went, we met happy, engaged employees (who worked for many different organizations). There are actually dozens of partners that create the OKC Thunder fan experience. The signage clearly reinforced the team’s message with employees.

Sports 308

Sports Customer Experience Professionals Survey Consulting 308

Optimove

NOVEMBER 7, 2023

As marketers we need data at our fingertips to unlock customer insights, getting innovative ideas for engaging campaigns, and perfectly orchestrating communications to each customer. Build more engaging campaigns in seconds with Generative AI. And then achieving all that at scale? Seems like a wish from our wildest dreams.

Marketing 83

Marketing Multi-Channel Groups Customer Journeys 83

Optimove

FEBRUARY 15, 2024

Since 2012, Optimove has revolutionized marketing by focusing on Customer-Led Marketing programs. Delve into smart marketing that starts with the customer through insightful and actionable keynote sessions, customer spotlights, and engaging panels, case studies, and networking opportunities.

Conference 52

Conference Connections Case Study CRM 52

ReviewTrackers

APRIL 7, 2021

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012. Make next-level service and support an investment priority.

Banking 94

Banking Management Social Media How To 94

Customer Bliss

OCTOBER 6, 2016

I wrote a little bit about this back in 2012 , and it’s also mentioned in CCO 2.0. It engages them immediately, connects them to specific actions to take, and expands the role beyond sales to relationship. Prevent customer churn: Build a defector pipeline. Pages 151-152 or so if you have the hardcover version.)

Chief Customer Officer 192

Chief Customer Officer Innovation Customers Sales 192

Optimove

AUGUST 15, 2023

If you’re a mobile-first brand, QR code marketing will go a long way to increasing engagement, cultivating loyalty, and driving growth … let’s explore. Print Ads and Brochures : Enhance customer engagement by integrating QR codes into print advertisements and brochures. The result? A frictionless user experience.

Brands 52

Brands Marketing Advertising Video 52

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Board engagement was crucial in this whole arc as well. ” Engaging With The Board. ” Engaged them along the way. Episode Overview.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Michel Falcon Experience

JANUARY 10, 2016

There are three essential ways for any company to increase employee engagement. The idea that employee engagement is determined by financial incentives has long been disproven. A 2012 Aon Hewitt study , for example, found that the top engagement drivers for employees are career opportunities, recognition, and organization reputation.

Employee Engagement 60

Employee Engagement Engagement Company Survey 60

Kayako

SEPTEMBER 20, 2018

Interestingly, 89 percent of companies now believe they compete primarily on the basis of customer experience, compared with just 36 percent who thought the same back in 2012. To take advantage of social selling, share useful content and engage with customers in a less overtly sales-driven way on Facebook, LinkedIn and Twitter. .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

Customer Bliss

SEPTEMBER 27, 2018

This goes back to a point I made in one of my recent vlog posts about the importance of understanding and engaging with the outliers in your organization. In order to be successful in executing your plan, you need to also bring your outliers into the plan and understand what their specific issues are. About Lucy Norris.

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

Brandwatch CX

JANUARY 7, 2019

The network was bought by Facebook on 9 April 2012, for $1 billion. Over 60% of users log in daily , making it the second most engaged network after Facebook. Engagement with brands on Instagram is 10 times higher than Facebook, 54 times higher than Pinterest, and 84 times higher than Twitter. more engagement.

Social Media 111

Social Media Advertising Fashion Video 111

Comm100

FEBRUARY 17, 2022

Thanks to technology, Gen Z (born 1997-2012) have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. Learn how your school can meet these expectations and improve engagement and satisfaction. Today’s students are CX-indulged. The solution: Live chat.

Meeting 130

Meeting Social Media Chatbots Omni-Channel 130

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? Those question are: 1) Really? correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

CSM Magazine

AUGUST 3, 2021

The team combines the best of McDonald’s Data Analytics and Digital Customer Engagement with Global Marketing, Global Restaurant Development and Restaurant Solutions. He then held various operations positions before becoming Vice President Operations for France in 2012. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer Touchpoint Leadership Consulting 52

Maru Group

FEBRUARY 7, 2022

As early as 2012, fintechs provided a viable alternative to traditional financial institutions for purchases ranging from home appliances to travel packages. However, it is the seamless customer experience that keeps customers engaged long-term, shifting transactions from traditional credit card providers to BNPL ecosystems.

Financial 89

Financial Travel Banking Policies 89

One Millimeter Mindset

JANUARY 7, 2021

My professional mantra since 2012 remains: “Depending on where we sit around the table, we all hear stories differently. Engage me to present a One Millimeter Mindset program! How would a more professionally inclusive culture, reflecting the voices of all employment tiers, attract and retain more employees and clients? Contact me here.

Leadership 89

Leadership Culture Guidelines Strategy 89

Customer Enthusiast

APRIL 3, 2019

For more than a decade until the retail chain became defunct in 2012, I returned to […]. After buying our first home in 2000, my wife and I spent many weekends shopping at The Great Indoors, a home décor chain founded by Sears in 1997. One of our early purchases was a Kenmore canister vacuum cleaner.

Retail 64

Retail Employee Engagement Innovation Engagement 64

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. The largest jump from last year is employee communications and engagement. Download report for $195. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Oracle

JANUARY 16, 2020

based The Good Exchange, told Charity Times that tech engagement in the nonprofit sector trails the commercial world by 5-10 years. Admittedly, limited budgets and restricted donations can hamstring a nonprofit on the technology front. As such, Ed Gairdner, a leader with U.K.-based Keeping the mission and vision rolling.

Trends 82

Trends Technology Social Media Insurance 82

Experience Investigators by 360Connext

MARCH 30, 2021

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” ” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them.

Customer Journeys 251

Customer Journeys Examples Brands Interaction 251

Joe Rawlinson

AUGUST 9, 2017

Engage Customers With More Personalized Service. To meet customer service expectations, IBM’s study recommends that companies should take more proactive steps to engage with customers. Use social media channels to keep in touch with your customers and stay engaged. Deliver a Satisfying Omni-Channel Experience.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

ReviewTrackers

APRIL 2, 2019

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012. Make next-level service and support an investment priority.

Banking 90

Banking Management Social Media Financial 90

ReviewTrackers

JANUARY 30, 2019

has more than tripled from the 1970s, when approximately 67 million households had pets, to 2012, when there were 164 million owned pets. In other words, in 2012, 62 percent of American households included at least one pet.”. Engage with Pet Owners. According to the Humane Society, “Pet ownership in the U.S.

Tips 96

Tips Management Social Media Healthcare 96

Talkdesk

JANUARY 23, 2019

Historically, consumers had to go to a gym to work out, but in 2012 a new player came on the market to introduce new digital options. It includes how we engage people through the community,” describes Zac Jacobson, VP Member Experience at Peloton. The fitness industry has changed. Customer service is the core of Peloton’s success.

Innovation 76

Innovation Contact Center Software Consumers 76

C3Centricity

NOVEMBER 5, 2018

As communication experts, PhaseOne knows what it takes to succeed in engaging customers across the globe. ” This post has been adapted and updated from ones which were first publicised on C3Centricity Dimensions in 2012 and 2013. C3Centricity uses images from Denyse’s book “Winning Customer Centricity.”

Brands 206

Brands How To Trends Consumers 206

Beyond Philosophy

MAY 20, 2015

Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. Customer service and support is, then, an element of both engagement and experience; but, it is often used as a surrogate term, to be inserted in place of either engagement or experience.

Consumers 60

Consumers Self Service Study Retail 60

Michelli Experience

DECEMBER 23, 2015

In fact, as recently as 2012, Mercedes-Benz USA was in the number 6 position on the J D Power Sales Satisfaction Index (SSI) among luxury car manufacturers. Power SSI and was either the leader or had made substantial progress on internal and external metrics of customer satisfaction, loyalty and engagement.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100