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? Then the money is doled back out to the silos to plan.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

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

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

Gainsight

APRIL 12, 2023

Instead, I set a big sales number for each of those years (based upon the biggest trap ever—a sales rep capacity model) and totally missed each time! But this process was also hard: We had to get alignment across Product, Marketing, Sales, CS and PS on what our end-to-end value (from 30K feet to 30 feet). I wore a boring suit.

Self Service 52

Self Service Chief Customer Officer Software System 52

Hello Customer

MAY 17, 2020

More than ever businesses realise the importance of listening to customers, especially now that personal contact has been absent for some time and online sales are booming. Van Lerberghe is a marketing and sales executive with generous experience in Silicon Valley. He was Chief Marketing Officer at Google Android for eight years.

B2B 98

B2B Feedback Technology Customers 98

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. In total, online sales grew by 20% between Black Friday and Christmas Eve. 33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

CSM Practice

MAY 22, 2020

The variable model is becoming more commonplace, and according to Totango’s 2016 CSM salary survey , about 75% of customer success professionals received variable compensation. Customer Success teams can partner with Sales and Marketing team to estimate the expansion opportunity and set targets.

Customer Success 126

Customer Success Metrics Effort Score Customer Centricity 126

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. Episode Overview. Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience Report Innovation 0

OpinionLab

JUNE 17, 2016

Data from the 2016 Mobile 500 report reveals m-commerce grew nearly three times faster than e-commerce in the United States. As it stands now, m-commerce accounts for nearly one-third of all e-commerce sales, and continues to grab more of the market share with every swipe, text, and click on smartphones and tablets.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Healthcare 60

CSM Practice

MAY 28, 2020

The variable model is becoming more commonplace, and according to Totango’s 2016 CSM salary survey , about 75% of customer success professionals received variable compensation. Customer Success teams can partner with the Sales and Marketing team to estimate the expansion opportunity and set targets.

Customer Success 126

Customer Success Management Metrics Effort Score 126

Talkdesk

APRIL 8, 2019

I was brought on to spearhead our marketing initiatives, and I was the only person on the marketing team until 2014 when we closed our Seed Round of funding. At that time, we started to scale our sales team and needed to scale the marketing organization to support this growth.

Contact Center 40

Contact Center Leadership Resources Groups 40

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. Since deployment our sales average order value has increased by a fantastic 30 percent. We listen to our customers and are continually looking at ways to improve their experience.

Multi-Channel 60

Multi-Channel Customer Experience Competitive Advantage Effort Score 60

ProProfs Chat

FEBRUARY 13, 2020

Customer Loyalty Program Improving Sales. A decade long survey from 2006-2016 examined the growth trends of loyalty programs in the US and found that memberships have grown from 3.3 billion from 2014 to 2016 alone. Statistics on Customer Loyalty Program Improving Sales. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ReviewTrackers

JULY 12, 2019

According to a 2014 study by J.D. According to automotive research site Cars.com, the breakdown, by type of car, for reviews and customer feedback is as follows: used-car sales at 38 percent, new-car sales at 37 percent, and service at 24 percent. According to the 2016 J.D. times) than those older than 55 (5.2

Automotive 77

Automotive Customer Experience Social Media Analytics 77

Wired and Dangerous

MAY 5, 2021

However, in September 2019, Fraser told NNSL two key issues had emerged since the last collective agreements were negotiated in 2016: violence in the classroom and teacher retention. This agreement can be used for a range of sales of goods, from small-scale purchases to large-scale contracts.

Government 91

Government Financial Sales System 91

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. The report finds that CRM buyers are budgeting for 2016 now, and projected 2016 CRM spend will be up 22% over 2015.

Self Service 40

Self Service Wireless Customer Service CRM 40

ReviewTrackers

JULY 12, 2019

According to a 2014 study by J.D. According to automotive research site Cars.com, the breakdown, by type of car, for reviews and customer feedback is as follows: used-car sales at 38 percent, new-car sales at 37 percent, and service at 24 percent. According to the 2016 J.D. times) than those older than 55 (5.2

Automotive 72

Automotive Customer Experience Social Media Analytics 72

Stella Connect

SEPTEMBER 11, 2017

Sixty percent of them told us they were at least somewhat understaffed in 2016. We were surprised to find that 20% of those we surveyed didn’t increase hiring at all for holiday 2016. It’s important to consider not only how well you managed holiday volume in 2016, but also what customers are seeing out there from best-in-class brands.

Retail 41

Retail Customer Service Ecommerce Metrics 41

CSM Magazine

DECEMBER 2, 2015

Despite record UK sales of £1.1 billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%.

Customer Experience 40

Customer Experience Retail Mobile Customer Service Online Experience 40

TechSee

JANUARY 23, 2018

However, by 2014, pods were already capturing 34% of sales in the coffee market, and every coffee company had a new product division it was required to support – the pods. billion connected devices will be in use worldwide by the end of 2017, up 31% from 2016, and will expand to 20.4 Gartner, Inc. forecasts that 8.4

Innovation 84

Innovation Consumers Connections Customer Service Representative 84

Circular Edge

JUNE 16, 2016

In May 2014, Financial Accounting Standards Board (FASB) and International Accounting Standards Board (IASB) issued converged guidance on recognizing revenue in contracts with customers: US GAAP Topic 606 (ASC 606) - Revenue from Contracts with Customers (issued by FASB). Early adoption allowed starting 12/15/2016. The Resolution.

Insurance 40

Insurance Report Measurement Financial 40

Hello Customer

MAY 17, 2020

More than ever businesses realise the importance of listening to customers, especially now that personal contact has been absent for some time and online sales are booming. Van Lerberghe is a marketing and sales executive with generous experience in Silicon Valley. He was Chief Marketing Officer at Google Android for eight years.

B2B 52

B2B Feedback Technology Customers 52

Beyond Philosophy

SEPTEMBER 28, 2016

Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. Moreover, 200 million of them are up for sale by a hacker named “Peace.” Sometimes, you only found out when the information appears with a “For Sale” sign on it. Not even because Verizon is buying them for $4.8

Data 60

Data Loyalty Brands Sales 60

Bold360

JANUARY 5, 2017

While sales may have reached peak performance, cx often takes a hit, most drastically for e-commerce and travel businesses. Gartner predicted that while 55% of interactions in 2014 did not require human support, by 2017, 2/3 of all customer service interactions would no longer need a human intermediary. Let’s look at some facts.

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

Tricia Morris

JULY 29, 2016

Just a few years ago, Gartner Research conducted a marketing spending survey where 89% of the responding companies said that by 2016, they expected to compete mostly on the basis of customer experience. Forrester Research recently published the results of its 2016 U.S. Customer Experience Index , and if the U.S.

Customer Experience 40

Customer Experience Wireless Hotels Innovation 40

Customer Bliss

MARCH 8, 2016

Social engagement — likes and shares, basically — is great and might help brand awareness and drive some incremental sales, but … there’s no direct tie to the bottom line in most cases. — Deb Chachra (@debcha) March 4, 2016. By contrast, Whole Foods is around $930 per square foot.

Social Media 90

Social Media Customer Experience Case Study Culture 90

Helen Dewdney

JANUARY 8, 2018

Well, in March 2016 I’d had enough of the situation and went to the Apple store. Me: Under the Sale of Goods Act 1994 goods are expected to last a reasonable length of time. The iPhone was released in September 2014 so you are looking at the same length of time for the battery as mine, or indeed less. Now, that isn’t right.

Consumers 69

Consumers Tips Sales Customer Experience 69

Thematic

DECEMBER 5, 2018

A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). As much as companies talk a good game about big data, they do not seem to leverage it, or customer retention analytics, to its full extent.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Helen Dewdney

MAY 4, 2016

Sainsbury’s Preliminary Results for the 52 weeks to 12 March 2016 show underlying profit and earnings per share are down this year versus last year. Underlying Group sales were down on the previous year down from £26,122m to £25,829m. It achieved £225 million (2014/15: £140 million) of operational cost savings but has this backfired?

Retail 30

Retail Brands Groups Sales 30

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. By making it easy for customers to find answers to their questions online, or via mobile apps, companies can reduce the effort and time that consumers need to put in, boosting engagement and sales.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. It’s called social media for a reason, after all. Conclusion.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Helen Dewdney

NOVEMBER 9, 2017

The open consultation ended on 25 April 2016 but there is still no response. The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) (CPUTRs). I’ve requested details of when this will be forthcoming but as yet not heard anything. 31 specific practices (that would be two long boring pages of post!

How To 63

How To Consumers Tips Government 63

Stella Connect

APRIL 4, 2017

Our StellaService Ecommerce Index studies show progress across the board since 2014, but for many brands, there’s a lot more work to be done. By January 2016, chat had overtaken email, 90% to 87%. In 2014, the best-in-class time to live agent was, on average, 20 seconds. Respond to chats quickly. Can I answer any questions?

Study 40

Study Policies Ecommerce Comparison 40

Stella Connect

MARCH 7, 2017

You can help customers find a better solution to save the sale or, at the very least, help them get a refund with little effort—and as quickly as possible—so they can spend that money with you on a future order. Just half of the 30 brands in our StellaService Ecommerce Index offered free return shipping in some capacity in 2016.

Brands 40

Brands How To Ecommerce Retail 40

Comm100

MARCH 8, 2017

Andrew Neff has been awarded the title of “Top 50 Thought Leader” with the International Customer Management Institute in 2014, 2015, and 2016. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. Andrew Neff. AndrewinContact.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. But there’s still a way to go, and for customer support to really thrive it needs the backing of the board – just like marketing and sales departments. Now onto the best of 2015! The best of customer experience.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72