Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The big data hype is officially dead.

Data 100

Data Social Media Analytics Entertainment 100

Daniel Group

JUNE 28, 2019

This submerged 90% of the experience is where the battle for the customer’s loyalty is won and lost. These include brief customer feedback surveys following a transaction, field observation and mystery shopping, and monitoring mentions of your company or product on social networks and other public forums.

Customer Experience 40

Customer Experience Loyalty Customers Measurement 40

Responsetek

MAY 3, 2018

Omnichannel consistency is worth the effort; it can create a point of differentiation that leads to greater customer loyalty. Today’s consumer has an insatiable appetite for immediate gratification and with that comes the expectation that they can provide feedback to your business in real time.

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40

Gainsight

MAY 13, 2020

We could have never imagined that when we started Pulse in 2013 with 300 attendees that it would grow to the size of our virtual conference today with over 21,000 registered attendees. We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. .

Roadmap 59

Roadmap ROI NPS Customer Success 59

ClearAction

JULY 3, 2017

We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m My view: The more holistic your practices of customer experience (CX) management, the more value you create for customers, employees, and shareholders. Proactive Engagement through the Business Readiness Board.

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

SurveySparrow

NOVEMBER 15, 2019

I think it was in 2013, while covering the marketing and advertising space, that I started hearing more and more about the need for companies to be more customer-centric in order to transform the user experience. How can companies most effectively use online survey software to help foster customer loyalty?

Advertising 71

Advertising Chatbots Survey e-support 71

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. One of the most powerful forces inside an organization is clear feedback from customers, which is why so many organizations are building voice of the customer (VoC) programs.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

ShepHyken

JUNE 10, 2016

Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis. In 2013, a guest named Mike McCready tweeted that his room’s view wasn’t so nice. Their online reputations are remarkable too.

Hospitality 48

Hospitality Industry Hotels Customer Service 48

Magellan Solutions

APRIL 15, 2021

Brand Loyalty. If you have a solid customer service then brand loyalty is just easy to achieve. You need to invest a lot of effort to achieve your customers’ loyalty towards your brand. They will give you feedback about your customer’s FAQs and issues. This is another example of how important brand loyalty is.

Omni-Channel 52

Omni-Channel Customer Service Call Center Customers 52

Eptica

SEPTEMBER 30, 2015

On the positive side, brands can differentiate themselves and grow by offering a superior customer experience that meets consumer needs and drives loyalty and increased sales. It shows there has been scant change to customer service levels, with no overall improvement since 2013. out of 100 – in January 2013 it was 78.2.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. This record-breaking number was an increase of about 40% over 2013, which was the previous high. That’s why banks must monitor, analyze, and manage the customer experience. How to overcome these challenges.

Banking 40

Banking Financial eBook Advertising 40

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. This record-breaking number was an increase of about 40% over 2013, which was the previous high. That’s why banks must monitor, analyze, and manage the customer experience. How to overcome these challenges.

Banking 40

Banking Financial eBook Advertising 40

Comm100

AUGUST 24, 2016

“Exceeding expectations” is a great business/marketing phrase, but consistently meeting basic expectations yields greater customer loyalty , and is far cheaper. It allows a company to respond to suggestions, question, and overall feedback in real-time, all of which seems ideal for customer service applications.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

Talkdesk

MAY 10, 2016

By definition, subscribers can easily switch service providers, so vendors wanting to earn the loyalty of their subscribers must present on-going value and memorable services that get better and better. Huffington Post || January 18, 2013. “As They also expect a real-time experience with immediate fulfillment.

Culture 40

Culture Sales Loyalty Software 40

Stella Connect

MAY 4, 2017

To learn about management practices and principles taught at Disney U, check out this brief slideshow from cioinsight.com. Five Ways to Create Customer Loyalty ” (with video). How you build your team, and manage them day to day, can have a dramatic impact on customer satisfaction and loyalty. Before You Go. Before You Go.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

ClearAction

SEPTEMBER 28, 2015

Yet, for customer experience (CX) managers in companies, these are the first things on their minds. Here are 5 words representing successful customer experience management (CXM) in the future: 1) Context. It is an expansion from relatively superficial treatment of CXM as digital or content marketing or touch-point management.

Customer Experience 48

Customer Experience ROI Customer Experience Management Government 48

Natalie Petouhof

SEPTEMBER 1, 2016

Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. v] “Tyler Seguin’s Account Tweets ‘Only Steers and Queers in Texas’; New Stars Center Says He Was Hacked”, SportsDay, July 2013, [link].

ROI 45

ROI Social Media Airlines Customer Service 45

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). Customer loyalty and customer retention are at risk. So, how do you evolve in an ever changing banking world?

Banking 48

Banking Customer Experience How To Financial 48

ReviewTrackers

FEBRUARY 14, 2019

The Rise of Patient Feedback. Consumers are relying on feedback of previous happy (or unsatisfied) customers in order to make purchase decisions. They’re reading patient feedback to guide their healthcare decisions. ” Doctors and healthcare professionals are listening more closely to patient feedback, too.

Feedback 62

Feedback Healthcare Social Media Hospitality 62

SmartKarrot

MAY 13, 2020

With the growth of SaaS industry, more and more Product Management teams are wondering as to how they can measure a very important aspect, and potentially the strongest leading indicator of success for SaaS Platforms: User Engagement. They are: Duration Index Retention Index Performance Index Loyalty Index.

Engagement 10

Engagement Study Measurement Analytics 10

Amity

JANUARY 30, 2014

To accomplish this, companies will focus across three dimensions: designated client and support team relationships, the utilization of customer success based software to understand usage, adoption and an attribute of usage health, and the use of a Net Promoter Score (or similar) feedback loop. Generating Consistent Customer Health Scores.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Storyminers

JULY 6, 2020

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. What gets measured gets managed.” – Peter Drucker. This made managing the customer experience difficult at best. NPS is a customer experience metric focused on loyalty.

NPS 150

NPS Metrics Effort Score Customer Experience 150

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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.

Brands 144

Brands Customer Journeys Brand Values Airlines 144

Grade.us

JUNE 2, 2020

Buying reputation management software for your business is like purchasing a moat for your castle and party confetti at the same time. How do reputation management software solutions help? We’ve done our best to put together a comprehensive, in-depth list of the best reputation management platforms for your evaluation in 2020.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management. But, what started as a focus on complaints management evolved into a strategic focus on delivering the best customer experience possible.

Banking 45

Banking Management Net Promoter Score Financial 45

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management. But, what started as a focus on complaints management evolved into a strategic focus on delivering the best customer experience possible.

Banking 45

Banking Management Net Promoter Score Financial 45

Retently

AUGUST 22, 2018

Despite being in a highly challenging industry, there are airlines that have managed to stay profitable and delight their customers on a consistent basis. Airlines 2013 | By No. And here’s a trend analysis of the bottom-line margins of the airlines industry from 2008-2013: Airlines industry | Bottom-line margins 2008-2013.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

Thematic

SEPTEMBER 6, 2018

Numerous companies use NPS today to measure customer loyalty, and the reasons to implement NPS are many. Net Promoter Score – the customer loyalty metric. NPS gives you a gauge as to how your customers feel about your company, but more importantly, it measures customer loyalty. Increased customer loyalty.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? Managing customer data is nothing new. In 2013, the CDP Institute was founded to help educate marketers about the technology and its benefits. Since then, the CDP market has grown rapidly.

Call Center 98

Call Center Software Data Contact Center 98

inQuba

APRIL 24, 2022

NPS is a method used to measure customers’ loyalty using a single survey question. The loyalty metric has been broadly adopted due to this simplicity and the appeal of NPS benchmarks across industries. That is why I’m excited about the developing Customer Journey Management space. This is where our industry needs to go next.

Net Promoter Score 52

Net Promoter Score Omni-Channel Customer Journeys NPS 52

ReviewTrackers

JULY 17, 2017

Take a closer look at the facts : 2013 saw the brief equalization of desktop vs. mobile usage, after which mobile platforms gained the lead. Customers have now transformed social channels into customer care centers to get their issues resolved or offer feedback about their experiences, and they expect a response.

Customer Experience 112

Customer Experience Social Media Hotels Consumers 112

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? One in four B2B firms integrates customer feedback sources; 29% more are just starting this. Trendy Customer Experience Management.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Kustomer

JANUARY 13, 2022

As financial management increasingly moves to this digital realm, clients, they have a lot of resources, options, and more freedom than probably ever before. Client loyalty is by no means guaranteed. It’s harder to increase brand affinity and brand loyalty amongst the customers is what I’ve seen. Absolutely.

Self Service 97

Self Service Omni-Channel Customers Social Media 97

NobelBiz

OCTOBER 30, 2020

In Walker’s 2013 “The Future of B-to-B Customer Experience” study, the consulting firm predicted that as early as 2020, the key elements of brand differentiation will not be the price or the product, but rather the customer experience. Get Customers Feedback What people want to know is that their needs are understood and addressed.

Call Center 52

Call Center Customer Service How To Net Promoter Score 52