Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

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

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

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. A bad NPS score means you’ll have fewer loyal customers, which translates to fewer sales. Sales surged , and their stock prices skyrocketed.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Joe Rawlinson

AUGUST 9, 2017

In an economy where customer experience is key to staying ahead of the competition, these numbers mean most companies need to improve their customer service to avoid losing sales to rivals. Use customer relationship management software to apply analytics to your own customers and extend personalized offers based on their behavior.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Stella Connect

JULY 17, 2017

Stan Lucas, AVP of Customer Insights and Advanced Analytics for Lane Bryant, recalls the beginning of the end of the company’s cost-containment (and therefore costly) approach to contact center management. “We Stan Lucas, AVP of Customer Insights and Advanced Analytics, Lane Bryant. What we do is put service before the sale.

Contact Center 45

Contact Center Sales Metrics Apparel 45

SurveySparrow

FEBRUARY 18, 2024

Feedback Management No feedback will go unaddressed with the closed-loop process for efficient customer follow-ups. New Technology: Some businesses look for tools with new tech like AI or predictive analytics to understand feedback better. Their tablet surveys and iOS app ensure accessibility on the go. 5 Capterra 4.4/5 5 Capterra 4.4/5

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Kayako

MAY 11, 2017

If you’ve established a foundation of loyal customers, you can use predictive analytics and customer relationship management systems to anticipate effective ways of reaching new prospects in the future. Predictive analytics looks at the actions both you and your past customers have taken at different stages of the customer journey.

How To 248

How To Case Study Industry Customers 248

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). Within the scope of that continued international expansion, Hello Customer managed to attract Marc Van Lerberghe as a member of the board.

B2B 98

B2B Feedback Technology Customers 98

CSM Practice

FEBRUARY 12, 2020

However, most companies are at a disadvantage because they use the same sales strategy for both new and existing customers. Most companies are at a disadvantage because they use the same sales strategy for both new and existing customers. This enables the company to deliver additional value to customers while generating more revenue.

Strategy 52

Strategy Data Customer Success Customer Centricity 52

Natalie Petouhof

JULY 16, 2015

That there is a huge ROI and enhanced customer engagement, trust and customer lifetime value are possible, especially when analytics and IOT are combined, these are some of the reasons why the announcement by Microsoft and FieldOne Systems LLC is so important. FieldOne was built from the ground up to leverage Dynamics CRM.

Analytics 40

Analytics System Customer Service Customer Experience 40

NetBase

AUGUST 18, 2020

For example, there were less than 1,000 Martech solutions reported by the Martech500 in 2014. NetBase Quid serves as an overarching analytics home base for many leading brands, for example. Management. These are the big picture tools, more aptly described as Project Management as that’s the main function they serve.

Tools 60

Tools Brands Ecommerce Social Media 60

CSM Magazine

JULY 16, 2020

AI tools should also support everyone, employees, managers and customers, to ask and receive the information they need, whenever and wherever they need it, quickly and using engaging, natural language. Customer management – AI tools guarantee round-the-clock customer service – they never sleep, go off sick or need a holiday!

Insurance 59

Insurance Industry Automotive Transportation 59

inmoment

JUNE 1, 2020

Since the pandemic transcended into Australia/New Zealand in early 2020, InMoment’s APAC Sales Director Simon Benns has seen an interesting shift toward an empathy economy. Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.”

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. To manage them, you need different champions. Example- account managers, CSMs, other champions, internal teams, etc to manage your team. Provide the sales managers with the real time customer account insights.

Customer Retention 52

Customer Retention CRM Customers Analytics 52

Help Scout

JULY 6, 2021

Though they’ve been around since 2014, they’ve seen significant growth over the last few years. Front helps teams of all types — support, marketing, and sales — manage communications. Though it is a great shared inbox, some basic features like analytics are only offered on their higher-cost plans.

Knowledge Base 65

Knowledge Base Social Media Self Service Tools 65

Magellan Solutions

JULY 5, 2021

In the 2014 list of Tholon’s Top 100 Outsourcing Destinations , India and the Philippines ranked first and second place respectively. Other specific services that fall under these categories are: Managed IT Services. Communication Management. Data Analytics. Who Does IT Best, India VS Philippines. Cloud Backup Services.

Call Center 52

Call Center Comparison Software Culture 52

CSM Practice

FEBRUARY 24, 2020

Understanding your ARR enables you to forecast your growth and sales projections better, budget for sales and marketing, identify trends quickly, and motivate your team. Average Customer Lifetime Value = Average Order Value * Average Number of Repeat Sales * Average Retention Time in Years. Assessment: [link].

Financial 52

Financial Metrics Customer Success Customer Retention 52

Circular Edge

MAY 2, 2022

For this article, we spoke with: Drew Cook has been the CFO of direct-to-consumer clothing retailer Pact since late 2014. Before joining Quatris in 2014, she served as CFO for Jibe Consulting. Flex your analytical abilities. Our Sources. He also oversees the company’s operations, customer service and wholesale business.

Culture 52

Culture Healthcare Apparel Financial 52

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). Within the scope of that continued international expansion, Hello Customer managed to attract Marc Van Lerberghe as a member of the board.

B2B 52

B2B Feedback Technology Customers 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Consistently low onboarding ratings might indicate a need to optimize the onboarding process.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. The company was founded in 2014 as a small team in Silicon Valley and has quickly expanded across the U.S Just doing work with a Sales team is only half of the process.

Customer Success 84

Customer Success Consulting Sales Training 84

CSM Magazine

FEBRUARY 9, 2021

Create genuine sales and lettings leads for agents – pent up demand for property means higher customer expectations and greater competition among agents and landlords. Support efficient problem capture – things go wrong even in the best managed buildings. Established in 2014, EBI.AI About the Author.

Self Service 59

Self Service Marketing Competitive Advantage Automotive 59

CSM Magazine

MARCH 13, 2020

This allows customer service managers to employ a smaller, focused team of customer service stars who are able to resolve more complex customer retention issues over the phone and reward customer loyalty. Applying the theory – how AA Ireland uses bots to drive customer engagement. About the Author.

Self Service 64

Self Service Chatbots Contact Center Policies 64

Alliance by IFS

OCTOBER 8, 2015

Mobile field service management solutions can provide a wide variety of features and benefits for service organizations, from time/material tracking and scheduling/ dispatching, to contract management, navigation, and reporting and analytics. Clearly identify and define your business goals.

Strategy 50

Strategy Return on Investment Competitive Advantage ROI 50

Bold360

JANUARY 5, 2017

While sales may have reached peak performance, cx often takes a hit, most drastically for e-commerce and travel businesses. If a customer couldn’t reach an agent or manage to ask a question or receive support, you lost business. … or be swept back by the tide as the competition races forward. Sense a pattern? Let’s look at some facts.

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

NetBase

NOVEMBER 29, 2019

Black Friday sales were promoted as early as the 1920s by Macy’s during its Thanksgiving Day parade. And] “In 2017, Cyber Monday online sales grew to a record $6.59 billion in 2014.”. And a specific category/brand search powered by next generation AI-powered social analytics should definitely be on your wishlist this season.

Comparison 52

Comparison Retail Sales Advertising 52

NetBase

NOVEMBER 29, 2019

Black Friday sales were promoted as early as the 1920s by Macy’s during its Thanksgiving Day parade. And] “In 2017, Cyber Monday online sales grew to a record $6.59 billion in 2014.”. And a specific category/brand search powered by next generation AI-powered social analytics should definitely be on your wishlist this season.

Comparison 52

Comparison Retail Sales Advertising 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Consistently low onboarding ratings might indicate a need to optimize the onboarding process.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Consistently low onboarding ratings might indicate a need to optimize the onboarding process.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

SurveyGizmo

JULY 13, 2018

Brand managers have a tough job of cutting through the noise to successfully position a brand, finding golden opportunities to create and sustain differentiation, and plowing through volumes of competitive mayhem — and we expect them to also digest and apply market research data with flair? Are you a brand manager? Yeah, right.

Brands 51

Brands Marketing How To e-support 51

transcosmos Information Systems

NOVEMBER 1, 2015

Data can be any type of information from personal files, such as client information and bank account details, to intellectual property like market analytics and other data that must be kept top secret. Risk Management. However, the company can assess and survive these risks through the use of a risk management framework.

Data 48

Data Financial Healthcare Government 48

Avaya

OCTOBER 25, 2017

self-described as “the human digital bank”) manage over half a million customers with only a few dozen branches. applying for loans, refinancing, and wealth management). Touch screens in branches provide both product information and the ability to directly manage accounts online. In Italy, banks like CheBanca! 5 Brands to Study.

Banking 58

Banking Innovation Brands Self Service 58

NetBase

SEPTEMBER 6, 2019

He wasn’t lying – 90% of sales are still happening at brick and mortar stores, apparently. Bezos believes customers don’t often know what they want and it takes daring businesses to sort it out for them : For example, smart speaker Echo with voice assistant Alexa was released in 2014. According to Jeff Bezos , “Amazon is still small.”

Analysis 49

Analysis Ecommerce Social Media Comparison 49

Magellan Solutions

AUGUST 2, 2021

Majority of i nhouse call center in the Philippines are supported by digital and analytics. Furthermore, we leverage collaborative care management to improve patient well-being while reducing costs. As of 2014, the Philippines has one of the youngest populations in Southeast Asia. This Generation’s Population. Equipment costs.

Call Center 52

Call Center Tourism Contact Center Healthcare 52

Win the Customer

MARCH 14, 2016

Shoppers are coming into stores armed with mobile devices containing information and utilities that could make or break a sale. Today, the checkout experience on smartphones has been vastly simplified with the introduction of Apple Pay and Stripe mobile payments in 2014. Mobile Shopping Ascension.

User Experience 52

User Experience Trends Retail Social Media 52

Natalie Petouhof

FEBRUARY 11, 2016

What was key was the registration data that led to Viant launching its Advertising Cloud in 2014, which contains an “identity-management platform.” So what does Time plan to do with Myspace (Viant)? Vanderhook said, “We’ve seen return on investment improve by a factor of 10 or 20.”

Data 40

Data Advertising Social Media Return on Investment 40