Customer Bliss

NOVEMBER 29, 2021

A 2017 Minnesota Department of Health report review of tests, ordered by physicians in the state in 2014, validates the need for such conversations. Using Design to Improve Patient Communications. New startups are disrupting the healthcare space, and they are leading the way to better patient communications. Click To Tweet.

Healthcare 139

Healthcare How To Advertising Banking 139

Experience Investigators by 360Connext

OCTOBER 1, 2014

Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014. " Added by Anne Reuss on Aug 01, 2014. Added by Anne Reuss on Sep 03, 2014. The Best Email Blunder Comeback Ever.

e-support 274

e-support Social Media Consulting Customers 274

Experience Matters

MARCH 18, 2015

The average rating for the TV service providers industry dropped from 54% in 2014 to 52% in 2015—the first time in the history of the Ratings that this industry has declined. Of the nine TV service providers that we evaluated both last year and this year, only two of them increased their scores between 2014 and 2015.

Effort Score 120

Effort Score Customer Experience Communication Industry 120

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Constant and Effective Communication. If you’re offering unique holiday products, services, or sales, communication is key – and it should flow through every corner of your organization. Bring it.”

Contact Center 136

Contact Center Gamification Retail Course 136

Confirmit

DECEMBER 21, 2016

At this time back in 2014, I was just getting ready to start. I’m excited to write this blog just as I approach my 2-year anniversary with Confirmit! I’ll never forget the first week at the Confirmit Emeryville office. Chengcheng Feng and I started on the same day and went through Authoring and Reportal training together.

Customer Voice 53

Customer Voice Technology Consulting Report 53

Experience Matters

MARCH 26, 2015

Four industry averages increased more than one point in their Temkin Trust Ratings between 2014 and 2015: Hotels (+4.2 Eight industry averages decreased more than one point in their Temkin Trust Ratings between 2014 and 2015: Internet service (-4.6 points), computers & tables (+3.8), banks (+2.8), and credit cards (+2.6).

Wireless 120

Wireless Banking Airlines Hotels 120

Experience Investigators by 360Connext

DECEMBER 3, 2014

We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. Blog Customer Engagement Customer Experience Featured Microinteraction of the Month communication customer service linkedin management microinteractions Slideshare' It’s an ongoing obsession.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Experience Matters

DECEMBER 1, 2014

Our ROI of Customer Experience, 2014 shows that emotion is the most significant driver of loyalty, especially when it comes to consumers recommending firms to their friends. We’ve been measuring emotion as part of our Temkin Experience Ratings for four years. The bottom line : Stop ignoring how your customers feel.

ROI 288

ROI Consumers Measurement Metrics 288

BlueOcean

DECEMBER 16, 2019

Constant and Effective Communication. If you’re offering unique holiday products, services, or sales, communication is key – and it should flow through every corner of your organization. Any other changes – such as adjusted priorities or extended hours of operation – should likewise be communicated early and thoroughly.

Contact Center 156

Contact Center Gamification Transportation Travel 156

ijgolding

NOVEMBER 25, 2014

In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. As we approach the end of 2014, I am amazed at the number of companies who fall into one of the following three categories: We have Wi-Fi but if you want to use it you must pay for it.

Social Media 212

Social Media Hotels Entertainment Retail 212

Experience Matters

MAY 26, 2015

Filling out the bottom of the ratings are Con Edison of New York, Cox Communications (for both Internet service and TV service), Charter Communications, Time Warner Cable (for both Internet service and TV service) , Blackboard , Frontier , CenturyLink , and Cigna. Six industries improved between 2014 and 2015, while 13 declined.

Customer Service 120

Customer Service Airlines Banking Insurance 120

Qualtrics

OCTOBER 11, 2019

By building a culture of open and trusted communication, we can create a more engaging, creative, and authentic workforce where employees feel deeply connected to the goals and objectives of the organization. Open Communication Definition. Some people may prefer to share via instant messaging platforms (e.g.,

Culture 26

Culture Communication Multi-Channel Feedback 26

Clarivate

APRIL 19, 2024

9] [24] [26] The Clarivate Value Communication team, helps life science companies present the benefits of innovative and highly technical medical technologies to market access stakeholders in clear, impactful ways. 2014 Sep;109(9):1328-47 [8] Algarni AA, Alshuhri AH, Alonazi MM, Mourad MM, Bramhall SR. Eur J Cancer. Am J Gastroenterol.

e-support 52

e-support Guidelines Study Healthcare 52

Customer Bliss

OCTOBER 10, 2017

It was organized around a central timeline, which Maury himself “marched along to” as he communicated with the Board. The communication was always rooted in “why.” Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Customer Bliss

MAY 23, 2017

LaRocca joined NYRA in 2014 from Modell’s Sporting Goods, the largest privately held sporting goods retailer in the U.S., At Modell’s, LaRocca led its successful sponsorships of the 2014 Super Bowl and the 2013 Major League Baseball All-Star Game. It’s on her teams to make sure it’s communicated properly.

Sports 142

Sports Customer Experience Hospitality Retail 142

InMoment XI

MARCH 14, 2023

But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter. How do you listen for, understand, and drive action to counter the communication problems you may encounter due to those differences?

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Experience Matters

OCTOBER 13, 2015

See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Other firms to earn NPS of -5 or below are Commonwealth Edison , Pacific Gas and Electric , Charter Communications (TV service and Internet service), Comcast Internet service, RadioShack , Time Warner Cable Internet service, Cablevision Optimum , and Coventry Health Care.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

APRIL 21, 2015

US Cellular improved its Forgiveness Rating by more than any other company between 2014 and 2015, increasing its score by 29 percentage-points. In total, 43% of companies that were in both the 2014 and 2015 Forgiveness Ratings improved their score by at least one point. Computer & tablet makers increased the most, going up 6.2

Insurance 120

Insurance Airlines Banking Retail 120

ijgolding

SEPTEMBER 24, 2015

It was a sentiment I very much agreed with – you can read more about the 2014 results here. The most significant point about the 2015 CEE is the hard fact that according to KPMG Nunwood, the UK Customer Experience overall has NOT IMPROVED on 2014 – there is no measurable change on last years scores. Amen’ to that.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Ecrion

JUNE 12, 2020

Ecrion, a leading provider of customer communications and customer experience automation solutions for banks and wealth management firms across the globe, is pleased to announce its inclusion in FinXTech Connect’s technology partner directory for banks. About Ecrion Software. About FinXTech.

Banking 71

Banking Technology Financial Software 71

ijgolding

SEPTEMBER 8, 2014

Response via Email 06/09/2014 10:37. Communication Channels Customer Journeys Customer retention and loyalty Recovery Retail Brian Hann customer experience Disney Disney Store exceeding customer expectation Lorna Hann Tiana Animator Disney Doll' What a phenomenal way of dealing with a customer enquiry!! Disney Store. Correspondence.

Customer Experience 329

Customer Experience Customer Expectations Customer Retention Retail 329

Kerry Bodine

JUNE 7, 2017

In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. But that’s not all. One of JetBlue’s most memorable ads simply read, “Not a tagline. Unfortunately, it wasn’t a promise that JetBlue could keep.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Experience Investigators by 360Connext

OCTOBER 31, 2014

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e-support 197

e-support Social Media Consulting Customer Centricity 197

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. Offer several communications channels. Focus on the outcome.

Self Service 120

Self Service Contact Center Trends Connections 120

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. The largest jump from last year is employee communications and engagement.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Customers That Stick

OCTOBER 9, 2014

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately. Yours Sincerely, Adam Toporek.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

Forrester's Customer Insights

AUGUST 28, 2014

I cut my teeth as a data analyst helping brands communicate more effectively-- building segmentation and targeting models that differentiated contact frequency, offers, and messaging across a brand''s customer base.

Management 32

Management CRM Analytics Customer Insights 32

Alida

MARCH 21, 2018

The utility company needed to rethink how it showcased its low-cost, clean energy options, and through Power Thinkers, it’s able to tap thousands of residential customers for feedback that help make decisions about new offerings and marketing communications. Better still, Alliant has improved the overall customer experience.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Customer Interactions

AUGUST 7, 2014

Here is a glimpse at our 2014 winners: Technician of the Year Jason Sturgill. Accepting the award on Jason’s behalf is Monterey County Emergency Communications Director William Harry. Line Supervisor of the Year Julee Todd, Dispatch Supervisor for the Sacramento Regional Fire/EMS Communications Center.

Telecommunications 31

Telecommunications Effort Score Communication System 31

Vonage

JANUARY 3, 2017

When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. As customers flit between communication channels, businesses can’t keep up, which leads to confusion, errors and many customers having to explain their issue over and over again.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Customer Experience Communication Has To Be Relentlessly Repetitive. A consistent cadence of communication around specific messages, including the CX Mission, what success looks like, and what’s working and what’s not, provides reassurance and reminders that this is important. CX strategy is not just about the customers.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

SurveySensum

FEBRUARY 12, 2024

Did you know that the fitness industry has grown from $84 billion in 2014 to a whopping $244 billion in 2024? Open Communication Channels. Regularly seek feedback from your clients to create an open and transparent communication environment. Establish effective communication with your clients to facilitate improvement.

Feedback 52

Feedback Trends Roadmap Industry 52

Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Rotating the responsibility can help you get many people involved. Asking your best people to serve in this way can have a huge impact on the rest of the organization. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

CX Journey

AUGUST 15, 2018

Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could. Image courtesy of Pixabay Do you know the power of storytelling? Through storytelling, he.

Customer Journeys 90

Customer Journeys Transportation Roadmap Connections 90

Experience Matters

JUNE 30, 2015

Frontier earned the lowest Temkin Web Experience Ratings followed by Cox Communications, Charter Communications, Spirit Airlines, Comcast, Blue Shield of CA, Time Warner Cable, Haier, and CenturyLink. Download dataset for $295 ( download sample file ).

Airlines 120

Airlines Hotels Banking Retail 120

Customer Bliss

JULY 11, 2017

In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. Communication and storytelling. Catherine has a background in psychology, and often speaks of the importance of communication and storytelling. I communicated.” Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience Report Innovation 0

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. Create Consistency in Communication.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115