CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

JANUARY 6, 2015

Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. In 2014, we saw an uptick in the number of executives who not only discussed culture, but also openly recognized the value that those conversations can create. Voice of the Customer Renovations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Eptica

SEPTEMBER 30, 2015

The balance of power has changed – your brand is what your customers say it is, rather than how you define it within your organization. This makes the customer experience vital to building and developing brand values – annoy enough consumers through poor service or behavior and your reputation will suffer, perhaps fatally.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Optimove

SEPTEMBER 8, 2019

Three years ago, I began receiving internal feedback on our brand and its maturity. It represents our values – smart yet cool, scientific but sleek, geek but hip, etc., But the feedback kept on coming, and eventually it hit me – yes, the brand is memorable, it has its equity, but it no longer represents Optimove’s positioning.

Innovation 40

Innovation Brands Brand Values System 40

ijgolding

MAY 5, 2017

Additionally there are some really obvious common sense behaviours – treat candidates with respect in terms of providing feedback, give them information providing real insight into the role which – including what their targets and KPIs will be, other deliverables expected, existing team structure, historical percentage of typical bonus paid etc.

Brands 144

Brands Customer Journeys Brand Values Airlines 144

CX University

OCTOBER 19, 2017

The open market impact was disastrous in brand value, perception, customer experience and trust. In fact, overall, companies are losing about $62 billion per year on poor services and customer experience — in 2013, that number was around $40 billion/year, so it’s growing rapidly. That’s a cornerstone of trust.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66