Experience Investigators by 360Connext

NOVEMBER 20, 2014

Annie has been specializing in the field of Customer Experience Management for over ten years, but has dabbled in lots of different parts of business. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.” Program managers. She didn’t disappoint. About Catherine. Interaction designers.

Leadership 0

Leadership Customer Experience Report Innovation 0

Retently

MARCH 23, 2023

Aggressive or misleading billing practices Apple, which markets its products using brand-focused advertising, topped the 2013 technology statistics with a Net Promoter score of 65 for iPad, 70 for iPhone and 76 for its range of laptops. In 2013, McDonald’s recorded the longest waiting time at its drive-thrus.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

ShepHyken

FEBRUARY 22, 2021

How to Win Over your eCommerce Customers’ Loyalty? It can be difficult (but still possible) to gain loyalty with online purchasing. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Manage and measure the progress. .” Unfortunately, that’s human nature. by Pratik Dholakiya.

Ecommerce 140

Ecommerce Customer Service Customer Centricity Retail 140

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. A significant change since 2013 when it is the other way around. They are mostly available on many Customer Experience Management (CEM) platforms and are open to the public. Net Promoter Score in a nutshell.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

ijgolding

AUGUST 12, 2018

Customer Relationship Management. Customer Management. In 2013, I conducted an independent research study to understand exactly what it was that customers ‘wanted’ from organisations. What customers ‘wanted’ in 2013, is unlikely to be remarkably different in 2018. They include: Customer Experience. Customer Focus.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

C3Centricity

JANUARY 18, 2020

One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.” It seems that we all suffer from a deep-rooted fear in managing and reducing our brand portfolio, especially when it includes many historic or regional variants. Simple really! CORPORATIONS ARE BRANDS TOO!

Brands 218

Brands Retail Consumers Innovation 218

Customer Bliss

MAY 3, 2017

Meanwhile, investments in training and developing frontline talent to help them manage this new complex environment are nowhere near where they should be. Many companies hire, onboard, develop and manage service reps the same way they did 30 years ago. Rethink your performance management process: . About Matt Dixon.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Experience Investigators by 360Connext

JANUARY 30, 2015

Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. LOVE: Feburary Microinteraction of the Month. missing-image.png");})(this);'' />.

Customer Service 110

Customer Service e-support Social Media Leadership 110

ijgolding

OCTOBER 21, 2014

Described by Nunwood as – managing, meeting and exceeding customer expectations. However it should be noted that the brand that has come top of the pile in 2014 (and was also third in 2013) is one that comes from the industry that many of us still trust the least. Expectations. Resolution.

Report 229

Report Customer Experience Customer Centricity Fashion 229

TechSee

OCTOBER 23, 2018

I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. If so, I see you have 345 Loyalty points available to use towards your stay. Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . Thanks for calling our Hotel.

Tools 157

Tools Customer Service Chatbots How To 157

Currency Alliance

FEBRUARY 15, 2018

Illustratively: in 2013, Amazon’s services (Prime, third-party sales, credit, advertising and AWS) formed 22% of Amazon’s group revenue [iii]. People come to cafés” explained the manager, “to be seen and to meet people, not for the food.”. This is, in effect, a monetized loyalty strategy. The best example is Amazon.

Retail 110

Retail Brands Banking Loyalty Programs 110

Daniel Group

APRIL 23, 2021

I recently interviewed Paul Start, Market Growth Development Manager, Thomas Built Buses. Lynn Daniel, Founder and CEO, The Daniel Group, interviews Paul Start, Market Growth Development Manager, Thomas Built Buses, a subsidiary of Daimler Trucks North America LLC. NPS®, loyalty index, overall satisfaction, etc.)

Feedback 124

Feedback Net Promoter Score B2C B2B 124

ijgolding

JUNE 14, 2016

When you consider that the definition of ‘Customer Centricity’ is: “Putting customer focus at the heart of everything you do, in order to achieve customer satisfaction and loyalty”. When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Vonage

MARCH 2, 2017

Under these two metrics, organisations are still scoring, on average, lower than they were in 2013. For this to happen, management must also give greater independence to individuals, allowing them to manage the speed of response that will win customers over and ensure their loyalty.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

Customer Bliss

NOVEMBER 7, 2017

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . Find a common outcome metric for everyone to look at and use to gauge success.

B2C 111

B2C Leadership Customer Experience B2B 111

Customer Bliss

NOVEMBER 7, 2017

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . Find a common outcome metric for everyone to look at and use to gauge success.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Gainsight

OCTOBER 5, 2021

What best practices will inspire loyalty, expansion, and success for all? . And how has customer success evolved since its introduction in 2013? Before 2013, tech companies approached customer relationships in much the same way. They ask what investments they can make in their customers today to ensure tomorrow’s growth.

Customer Success 45

Customer Success Customers Sales Leadership 45

Steve DiGioia

JUNE 20, 2016

According to the “State of the American Workplace”, a 2013 Gallup study, seven out of 10 workers in the US say they aren’t fully engaged at work, meaning they aren’t working to their fullest potential. Disengaged management breeds the same in our hourly staff. Is that the reason for poor employee morale? Yeah, sure…. Click To Tweet.

Competitive Advantage 167

Competitive Advantage Employee Engagement Engagement Social Media 167

Helen Dewdney

APRIL 21, 2023

If it was not your fault, you would need to use your “Uninsured Loss Recovery” (ULR), more commonly known as “legal assistance” or a claims / accident management company. It is an “un-insured” loss, hence the need for legal cover OR the use of a solicitor or claims management company.

Insurance 92

Insurance Automotive Consumers Financial 92

Second to None

FEBRUARY 4, 2020

Consumer products companies and retailers who create those digital touchpoints have a much better shot at getting the shopper’s attention and loyalty before competitors, many of whom aren’t even in the game yet.”. Grocery catches up with growing digital influence. What grocery consumers want: convenience, curation and integration.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Beyond Philosophy

FEBRUARY 25, 2016

households shopped at Target; but this is down from 43% in January, 2013. Its fourth-quarter, 2013 earnings fell 46% to $520 million, from $961 million in 2014, and sales were down 5%. When Boots’ loyalty program was about launch, it started with employees, who were actively encouraged to make personal use of the program.

Banking 60

Banking Financial Loyalty Programs Consulting 60

Innovative CX

AUGUST 10, 2021

In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. Peter Drucker didn’t say – what gets measured gets managed, contrary to popular lore). There’s plenty of content in the CX world about NPS, CXi, CSAT, CES, Loyalty, Retention, etc.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

ClearAction

DECEMBER 11, 2016

And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. Business results are correlated with coordination of customer experience management methods. So there are typically 2 things out of tune: (A) coordination among managers of various CX efforts. (B)

Customer Experience 48

Customer Experience Net Promoter Score How To Effort Score 48

Daniel Group

JUNE 28, 2019

This submerged 90% of the experience is where the battle for the customer’s loyalty is won and lost. What you don’t see, the critical 90%, is the time and effort expended by your customers to do business with you, the perceptions they form about your company along the way, and the comments they make to others.

Customer Experience 40

Customer Experience Loyalty Customers Measurement 40

Magellan Solutions

AUGUST 21, 2021

While professionals in the Philippines benefit from less commuting time and greater flexibility from the comfort of their homes, they are also more distracted, less socially engaged, and subjected to more manager check-ins. On top of that, we are a certified ISO 27001:2013 and HIPAA-compliant company.

Strategy 52

Strategy Call Center Customer Service Representative Conference 52

Beyond Philosophy

NOVEMBER 3, 2014

According to analysts, online home grocery market was worth almost $275 Billion in 2013. UK Home Delivery for Groceries is Big Business. In the UK, home delivery of grocery is very common. That number is expected to grow by 4% this year, and double in the next five years.

Marketing 88

Marketing Strategy Retail Transportation 88

Magellan Solutions

MARCH 8, 2021

It is a term used to define the act of giving guidance to a business specializing in health management. . Many argue that this is not a difficult position to manage. Furthermore, here is a brief list of Healthcare Consulting Services that would contribute to the future of the global healthcare market: Revenue cycle management.

Healthcare 52

Healthcare Call Center Consulting Insurance 52

C3Centricity

MAY 1, 2021

Ability to win: market share, differentiation, brand strength, distribution strength, company profitability, customer appeal, customer loyalty, your media mix, your reputation, your production skills, management strength. . This post is regularly updated from the original version first published on C3Centricity in 2013.

How To 139

How To Groups Customer Centricity Analysis 139

Beyond Philosophy

NOVEMBER 4, 2014

16 July 2013. “Too Many Choices: A Problem That Can Paralyze.” www.nytimes.com. 27 February 2010. < < [link] > Carvalho, John. The Simple Way to Minimize Buyer’s Remorse.” www.neurosciencemarketing.com. 19 August 2014. < < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011.

CEM 113

CEM Conference Customer Centricity Consumers 113

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

Michelli Experience

SEPTEMBER 15, 2016

Ernie is the now 93-year-old, World War II veteran, who started a coast-to-coast run on August 7, 2013,which he completed (some 3,000 miles later) on August 20, 2016. I saw this same passion for mastery when I ran earlier in the year with Ernie Andrus.

Engagement 100

Engagement Entertainment Conference Analysis 100

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

CSM Magazine

DECEMBER 5, 2022

These efforts should pay off in terms of loyalty and long-term customer satisfaction. You can even find tutorials on how to manage your account, as well as the best ways to utilize all of the features available in Spectrum’s services. In 2013, Charter completed its merger with Time Warner Cable. Examples of poor service.

Customer Service 52

Customer Service How To Social Media Wireless 52

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. This is another example of how important brand loyalty is. Magellan Solutions also has an ISO/IEC 27001:2013 Certification.

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

Currency Alliance

MARCH 30, 2022

As I reflected on the presentation footage, I decided I wanted to share these principles with the many loyalty professionals I’ve met building Currency Alliance over the last seven years. In recent years, brands have invested more in loyalty. but within a few years it had become South Africa’s leading loyalty program.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52