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

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

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. Contact Center Loyalty Aspirations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Magellan Solutions

AUGUST 5, 2022

IT Outsourcing – This one is for you if you’re planning, managing, or developing an application, software, or other kind of technology, and you need additional support. Can they do oversight management? All the while protecting people, assets, and brand value. Do they just offer seat leasing?

Call Center 40

Call Center Innovation System Banking 40

NetBase

JULY 22, 2020

Finishing 2019 with a brand value of $47.2 billion , Louis Vuitton is the world’s most valuable luxury brand. Hugo Boss is another example of a brand that’s on top of its transparency game. Case in point they’ve released their Hugo Boss Sustainability Report yearly since 2013.

Consumers 59

Consumers Meeting Brands Ecommerce 59

ijgolding

MAY 5, 2017

As specialist Customer Experience recruiters we’ve dealt with many sectors across the UK over the last five years – among them financial services, utilities, publishing, education, health & wellness and facilities management. The single most significant bugbear in the recruitment process, is that of faltering momentum.

Brands 144

Brands Customer Journeys Brand Values Airlines 144