Experience Matters

JANUARY 3, 2017

In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. And now, in 2017, we are focusing on … Purpose. Why “purpose,” you might ask?

Groups 214

Groups Company Customer Experience Customers 214

Clarivate

APRIL 19, 2024

2014 Sep;109(9):1328-47 [8] Algarni AA, Alshuhri AH, Alonazi MM, Mourad MM, Bramhall SR. 2016 Mar 28;8(9):446-51 [9] O’Brien M, Oliver L, Proctor N, Siakantari M, Cantin P, Griffin CP, Stenberg B. 2016 Jan;33(1):1-28 [17] Chandra T, Mohan S. 2016 Aug;25(4):151-6 [18] Marks RM, Masch WR, Chernyak V. Eur J Cancer.

e-support 59

e-support Guidelines Study Healthcare 59

QuestionPro Audience

MAY 24, 2018

Another study had similar findings, with 73% of Americans stating they believe it is likely that social media companies collect and sell their data, an increase of 24% since 2014. . Perhaps you remember the 1995 film, The Net. It was labeled a cyber-thriller, and Sandra Bullock’s character had her identity stolen.

Consumers 207

Consumers Data Social Media Study 207

Brandwatch CX

MARCH 7, 2023

billion views YouTube sees around 1,148bn mobile video views per day In 2014, the most searched term was music. Facebook Messenger and Whatsapp handle 60 billion messages a day User numbers 4Chan: 27.7 billion users Weibo: 600 million users WhatsApp: 900 million users Youtube: 1.5 The second was Minecraft 9% of U.S

Social Media 98

Social Media Video Advertising Marketing 98

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. If you had followed this investment strategy since April 2000, an initial $100 investment would have been worth $761 at the end of 2016. That same investment would be worth just $158 on the S&P.

Customer Experience 180

Customer Experience Analysis Customer Satisfaction Financial 180

Customer Bliss

OCTOBER 10, 2017

Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences. 2016-2018: Excellence around execution. Maury says it best: “I like the word stewardship more than ownership.” ” The Deliberate Timeline Of Improvement.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

CX Journey

AUGUST 16, 2017

His last overall, cross-industry comparison was done in 2015; in 2016, he focused on the ROI of customer experience in the insurance industry , and in 2017, he has focused on the airline industry. Always the same (great) story, regardless.

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. In 2014, it emerged as a top priority for marketers. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Talkdesk

MAY 10, 2016

Fortune || June 10, 2014. “I We are thrilled that Tzuo will be speaking at Opentalk 2016. The post Zuora CEO Tien Tzuo Shares Insights at Opentalk 2016 appeared first on Talkdesk. 10 Questions: Tien Tzuo, Founder and CEO, Zuora. I believe success is only 30% based on you and 70% based on the environment you work in.

Culture 40

Culture Sales Loyalty Software 40

Clarivate

NOVEMBER 11, 2021

The following article summarizes key findings from the latest CIRS R&D Briefing, Review of HTA outcomes and timelines in Australia, Canada and Europe 2016-202 0. CIRS has been benchmarking HTA agencies since 2014 using a methodology developed with agencies that ensures like-for-like comparisons. Heterogeneity in HTA approaches.

Trends 52

Trends Comparison Study Strategy 52

ShepHyken

AUGUST 22, 2016

Harvard Business Review) In 2014, Michael Callahan, then head of customer experience at Hulu, had a mystery on his hands. The post 5 Top Customer Service Articles For the Week of August 22, 2016 appeared first on Shep Hyken. Listen to Your Employees, Not Just Your Customer by Beth Benjamin. Follow on Twitter: @Hyken .

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

Vonage

AUGUST 15, 2016

In addition, the Group’s “ 2014 State of Digital Transformation ” survey found that overhauling customer service to meet the expectations of digital customers was the lowest ranked of eight priorities on companies’ digital transformation initiatives. 5 reasons not to miss Connect 2016 if you’re striving for sales & service excellence.

Self Service 120

Self Service Contact Center Trends Connections 120

Kerry Bodine

MARCH 8, 2017

And in its 2014 survey of 200 companies, global analyst firm Gartner found that 89% of respondents planned to compete primarily on the basis of customer experience by 2016. 2016 has come and gone, and the good news is that customer experience has proved to be a lasting strategic imperative among today’s executives.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Alida

MARCH 21, 2018

Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016. The organization has seen regulatory complaint numbers drop by 50% in the span of two years, while its customer satisfaction increased by 15 index points. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

BirdEye

FEBRUARY 15, 2024

Facebook’s share of online reviews took a steep dive to 1% in 2023, down from 23% in 2016, marking a drastic reduction in its importance as a review platform. From 2014 to 2018, there was a noticeable decrease in the length of reviews. Here’s a snapshot of the trends: Reviews with comments saw a yearly increase of 5.95% in 2023.

Automotive 111

Automotive Healthcare Hospitality Retail 111

Helen Dewdney

FEBRUARY 28, 2020

. % rise on previous year. Full details of all price rises can be found on the Royal Mail website. ].

Policies 73

Policies Leadership Report Course 73

Kerry Bodine

OCTOBER 20, 2016

That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. Join our customer journey mapping workshop on November 2 & 3, 2016 in San Francisco. Kudos to the Exploratorium! .

Customer Journeys 120

Customer Journeys Strategy Transportation Conference 120

Experience Matters

JANUARY 7, 2016

As we start moving ahead in 2016, The Year of Emotion , I wanted to look back at last year’s theme. Includes employee engagement best practices from the 8 finalists for our 2014 CX Excellence Awards. In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.”

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

Kerry Bodine

OCTOBER 20, 2016

That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. Join our customer journey mapping workshop on November 2 & 3, 2016 in San Francisco. Kudos to the Exploratorium! .

Customer Journeys 120

Customer Journeys Strategy Transportation Conference 120

Brandwatch CX

JANUARY 2, 2019

40bn was spent on social network advertising in 2016. By 2014, Google had indexed over 130,000,000,000,000 (130 trillion) web pages. In 2014, the most searched term was music. In 2014, male audience grew 41% and their average time spent on Pinterest tripled to more than 75 minutes per visitor. billion views.

Social Media 111

Social Media Video Advertising Marketing 111

Integrate.ai

DECEMBER 4, 2019

— Kim Possible (@kimlockhartga) December 23, 2016 2) The stereotype fail After his parents bought him his own seat on a transatlantic flight, a two-year-old received an offer for a credit card with thousands of free frequent flyer miles. Just consider some of the real-life examples below. Creepy marketing: My dad is in assisted living.

Examples 69

Examples Online Experience Consumers Brands 69

GetFeedback

JUNE 12, 2019

In 2016, McKinsey and Company reported that even a slight improvement to the buyer’s experience could have up to a three-percentage-point impact on revenue. In 2014, we realized that our program was getting outdated,” Sansoin told us. Put yourself in the customer’s shoes. Response rates were low, and our costs were high.”.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

ReviewTrackers

DECEMBER 7, 2018

Yelp commissioned multiple studies from Nielsen including this 2016 study, which looked at Yelp and its role in the purchasing process. The practice of using online reviews to find a doctor exploded in 2014 with 42 percent of patients using reviews as a form of research. User Behavior on Yelp. The Rise of Yelp’s Mobile App.

Infographics 66

Infographics Consumers Study Groups 66

Alida

DECEMBER 15, 2016

In fact, a 2016 study suggests that as more health systems consolidate, patient experience worsens. The report, conducted by consulting firms Prophet and GM Healthcare Camden Group, found that between 2013 and 2014, M&As increased by 14 percent, while patient satisfaction across the industry declined three percent.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

ReviewTrackers

FEBRUARY 28, 2019

In 2016, TripAdvisor acquired New York-based Citymaps, a social mapping application. In 2014, TripAdvisor scooped up San-Francisco-headquartered Viator, a provider of handpicked tours and travel activities and a resource for researching and booking destination activities around the world. TripAdvisor – Citymaps Acquisition.

Travel 50

Travel Hotels Wait Times User Experience 50

Customer Bliss

JANUARY 11, 2018

According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it). Why is the CCO role so important?

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Forrester's Customer Insights

FEBRUARY 15, 2016

We're now only a week away from the Mobile World Congress 2016 to be held again in Barcelona. Last year, over 94,000 people attended the event - a 10% increase from the 2014 event but a 30% increase over the 2013 event. Interest in "mobile" continues to grow - for now.

Automotive 20

Automotive Entertainment Government Retail 20

OpinionLab

DECEMBER 9, 2016

On Cyber Monday 2016, sales completed through mobile devices for the first time smashed through the $1 billion barrier , growing 29% year over year and accounting for 27% of total digital commerce that day. Forrester reported that in 2014, adults in the U.S. This figure is only getting bigger for 2016. via desktop).

Consumers 60

Consumers Consulting Sales Trends 60

OpinionLab

DECEMBER 9, 2016

On Cyber Monday 2016, sales completed through mobile devices for the first time smashed through the $1 billion barrier , growing 29% year over year and accounting for 27% of total digital commerce that day. Forrester reported that in 2014, adults in the U.S. This figure is only getting bigger for 2016. via desktop).

Consumers 60

Consumers Consulting Sales Trends 60

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

transcosmos Information Systems

MARCH 6, 2017

In September 2016, tech company, Yahoo, disclosed that 500 million user accounts had been hacked in 2014. According to a report by internet security firm Symantec , the total number of data breaches have gone up from 253 in 2013, to 312 in 2014, to 318 in 2015. Cybercrime damage costs to hit $6 trillion annually by 2021.

Policies 87

Policies Government Healthcare Innovation 87

ijgolding

JANUARY 15, 2016

In 2014, the CXPA launched the first ever Professional Qualification in CX – yes….that In 2016, there are still TOO MANY organisations who are yet to fully COMMIT to Customer Experience – they have a lack of leadership; governance; emotion; and knowledge on how to become more customer centric. that is right….professional

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

CX Journey

MAY 12, 2016

In 2014, Bruce Temkin noted that empathy would be the CX word of the year. He added: As companies increasingly focus on customer experience in 2014, they will recognize that their organizations lack a deep understanding and appreciation for their customers. Granted, it is now 2016, but empathy is equally important, if not more so.

Insurance 80

Insurance Customer Experience Professionals Meeting Customer Experience 80

Helen Dewdney

NOVEMBER 7, 2016

The UK’s first application to bring a class action will be heard on 12-13 December 2016 before the Competition Appeal Tribunal. My client, Dot Gibson, the General Secretary of the National Pensioners Convention (NPC), launched the case in May 2016 against Pride Mobility Products Limited, the largest supplier of mobility scooters in the UK.

Retail 67

Retail Consumers Groups Conference 67

Michelli Experience

JUNE 7, 2017

A 2016 article for Techcrunch noted that Eaze launched in 2014 allowing patients to order on demand cannabis and quickly enabled “people to get a medical weed card in the state of California over the phone in under 10 minutes. Indirectly related to the “munchies” is the delivery of medical marijuana in California.

Fashion 113

Fashion Consumers Examples Marketing 113

Helen Dewdney

SEPTEMBER 25, 2016

In the first six month of 2016, complaints to the Financial Ombudsman about payday loans more than tripled to 4,186 compared to the previous six months. In 2014 the FCA made Wonga give refunds and loan write-offs to many customers. in August 2016 found that many payday lenders are still not conducting proper affordability checks.

Financial 80

Financial Banking Tips Consumers 80

Customer Interactions

JULY 7, 2015

According to Gartner, 89% of companies plan to compete on the basis of the customer experience by 2016. The worst thing a company can do is presume that it already knows the answer. That means it’s imperative to find out your customers’ expectations. This week’s issue of CX Buzz is about how to do that.

Customer Expectations 28

Customer Expectations Meeting Customer Experience Company 28