CX Journey

DECEMBER 30, 2014

Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year. How ingrained is the customer and his perspective in your company''s DNA? How does your company define or segment them? Are companies wasting their money?

Customer Journeys 166

Customer Journeys Customer Experience Touchpoint Return on Investment 166

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become.

Customer Experience 214

Customer Experience Customer Experience Professionals Customer Journeys Training 214

Vonage

MAY 25, 2016

Research unveiled this week from NewVoiceMedia reveals that $11 billion is lost by businesses in Australia each year following a bad customer experience – an increase of 38 percent and $3 billion from 2014. How to future-proof your contact center technology and find your competitive advantage. It’s not the product. It’s the experience.

Poor Customer Service 159

Poor Customer Service Infographics Competitive Advantage Customer Service 159

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers. Ready to start?

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

InMoment XI

MAY 4, 2022

Those costs, particularly when layoffs are involved, can include low morale among stressed employees, and widespread distrust of the company by employees, according to the American Psychological Association’s 2014 Work and Well-Being Survey. Think about the knowledge and experience the company held onto by keeping those employees.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Comm100

FEBRUARY 19, 2014

In other words, can the customer reach your company when they have questions/concerns or need assistance in making a purchasing decision? According to a Forrester Research report from March of 2013, voice remains the most widely used method by consumers with 71% stating this is their preferred choice when communicating with companies.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. In 2014, customer’s expect ethics as standard. . Here, it occurs to me that it is worth pointing out that First Direct is No 1 on the 2014 list of CX Champions. John Lewis is No 2.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

ECXO

APRIL 18, 2024

The key digital conversations skills your customer service need (case examples) • What companies are doing to spread customer culture in any department (case examples) • How to leverage ‘The Power of Digital Conversations’ in your organization Bio: Paolo Fabrizio – Digital Customer Service Consultant, Trainer, Speaker.

Insurance 69

Insurance Consulting Travel B2B 69

NICE inContact

MAY 14, 2020

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.

Industry 177

Industry Company Contact Center Call Center 177

Strativity

JUNE 10, 2014

Date: June 17, 2014 Time: 3pm – 4pm EDT . Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Click here to register.

CEM 52

CEM Culture CRM Innovation 52

NICE inContact

MAY 14, 2020

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.

Industry 156

Industry Company Contact Center Call Center 156

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014.

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. blog posts for 2014 were: Got Empathy? : The topic of empathy topped the list of posts this year. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year.

Metrics 76

Metrics Net Promoter Score Data NPS 76

CCO Council

APRIL 16, 2014

I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. As well, enterprise CCOs weathered the recession far better than those in small companies. The lengthening tenure reflects in part the fact that mobility was severely restricted during the years following the recession.

Study 74

Study Chief Customer Officer Fashion ROI 74

CX Journey

MARCH 10, 2015

Unfinished Business What does it take to be a "Best Employer" company? I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. What makes a company a Best Employer?

Company 80

Company Employee Engagement Leadership Employee Experience 80

Experience Matters

JANUARY 3, 2017

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

Groups 223

Groups Company Customer Experience Customers 223

Experience Matters

OCTOBER 7, 2014

Happy CX Day 2014 ! As I mentioned in my 14 Customer Experience Trends for 2014 , this year will be the “Year of Empathy.” The eBook discusses these tips from a wide variety of companies: The bottom line : Pick a few tips to replicate and amplify empathy in your organization. Download free eBook.

eBook 267

eBook Tips Trends Groups 267

Experience Matters

NOVEMBER 13, 2017

This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. We surveyed 800 IT decision-makers from large companies regarding three components – success, effort, and emotion – of their experiences with these Read More.

Report 227

Report Groups Survey Customer Experience 227

Strativity

FEBRUARY 1, 2015

The results of Strativity’s 2014 Customer Experiences in Action Study provide insight into the characteristics of a successful customer-centric company, including five core customer experience components on which companies must focus to become customer-centric.

CEM 40

CEM Study Customer Experience Customer Centricity 40

Experience Matters

JANUARY 3, 2017

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

Groups 214

Groups Company Customer Experience Customers 214

Win the Customer

APRIL 6, 2017

percent from 2014 to 2015, from $23.4 Having this feature lets companies make the most of their CRM contact lists and leverage them to maximize sales conversions. The post 5 CRM Features Your Company Needs To Recharge Customer Experience appeared first on Win the Customer! The global CRM market grew 12.3 billion to $26.3

CRM 108

CRM Company Customer Experience Social Media 108

ijgolding

DECEMBER 17, 2014

What happened to me and my fellow passengers on the afternoon of the 12th December 2014 serves as a brilliant example of how NOT to deal with an exceptional event – when something goes wrong. If a company overreacts to a problem, it is very likely to cause its customers unnecessary customer effort.

Airlines 209

Airlines Company Customer Journeys Travel 209

Experience Matters

OCTOBER 10, 2014

Since today is the last day of Customer Service Week, I’m give a shout out to industry leaders in the 2014 Temkin Customer Service Ratings. The chart below shows the leaders across 19 industries, along with where they ranked compared with the 233 companies in the ratings. The bottom line : Happy Customer Service Week!

Industry 297

Industry Customer Service Airlines Customers 297

Experience Matters

OCTOBER 27, 2014

As you can see in the charts below (from ratings of 268 companies across 19 industries based on a survey of 10,000 U.S. Led by a five point improvement in credit cards, 13 out of the 19 industries improved between 2013 and 2014. Hotels dropped eight points from 2013 to 2014, by far the largest of the three industries that declined.

Hotels 248

Hotels Retail Industry Measurement 248

Forrester

OCTOBER 1, 2014

At the time, I could find just three companies -- three! -- that were actually measuring CX this way. Everyone else I talked to said that their companies had no CX measurement or that they measured CX in a piecemeal way, touchpoint by touchpoint. Fast-forward to 2014 and things look a lot better in the world of CX.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

Confirmit

DECEMBER 21, 2016

At this time back in 2014, I was just getting ready to start. I went from working in a Market Research company to spending six years in a software startup that provided technology for online qualitative research. I always look forward to the company parties and annual kick-offs so that I can see everyone in person.

Customer Voice 53

Customer Voice Technology Report Consulting 53

Hero Digital

AUGUST 17, 2018

These Are the Hottest Companies in San Francisco ” by Michelle Cheng, Editorial Assistant at Inc.com. 5000 companies that landed on this year’s ranking of fastest-growing businesses in San Francisco are first-timers. The company also has an office in Philadelphia. Many of the Inc. Hero Digital. 5000 rank No.

Company 40

Company Advertising User Experience Consulting 40

Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. In 2014, he plans to further define the role of customer success in the organization and “calm the nerves” of the sales team. In 2013, the organization began to introduce specialized roles as the company grew.

Customer Success 48

Customer Success Chief Customer Officer Groups Customers 48

CSM Magazine

MAY 5, 2020

When unexpected events occur and customer demand increases what can companies do to smooth out the resulting peaks and troughs? For ferry companies like Stena Line that constantly operate in changeable conditions, preparedness is everything. Established by EBI in 2014, Warwick-headquartered EBI.AI Henry Jinman at EBI.AI

Company 52

Company Transportation Automotive Case Study 52

ijgolding

AUGUST 13, 2014

The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years. In 2014, bookstores need to demonstrate that they offer something more than books. In 2014 the world for pharmaceutical companies looks very different. Generic products are rife.

Customer Centricity 215

Customer Centricity Retail eBook Industry 215

Customer Interactions

JULY 7, 2015

Interactions 2014 has kicked off at the uber-trendy Cosmopolitan Hotel, with more than 2,000 attendees making their way to Las Vegas. They’ve joined us to discuss market trends, share best practices, and look to the future of how companies will shape the customer journey.

Interaction 28

Interaction Hotels Course Customer Journeys 28

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. Your company shows up on his CX Naughty List! There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. Tis the season. In short, a lot.

Company 80

Company Culture Employee Experience Leadership 80

Experience Matters

MARCH 20, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 64.0% Capital One 360 spent its first year in the Ratings at the bottom of the investment industry, scoring 55% and placing 245th out of 293 companies.

Effort Score 120

Effort Score Customer Experience Financial Industry 120

QuestionPro Audience

MAY 24, 2018

Consumers are very concerned about the extent of personal information companies may have access to, and what they do with that information. consumers worry about how brands collect and use their personal data, and 34% don’t trust tech companies with their digital privacy. New research from EXPRESSVPN found that 71% of U.S.

Consumers 207

Consumers Data Social Media Study 207

Experience Matters

DECEMBER 1, 2014

In the Temkin Group report State of CX Metrics, 2013 , we found that only 11% of large companies feel that they do a very good job of measuring customers’ emotional responses. As you can see in the list of leaders and laggards below (from ratings of 268 companies across 19 industries based on a survey of 10,000 U.S.

ROI 288

ROI Consumers Measurement Metrics 288

Customer Bliss

DECEMBER 23, 2014

Actions indicate what a company values. Actions show how much the company considered the customer. Actions reflect back on the company — giving customers a glimpse of who they are as people. In 2014: What story emerged about who you are and what you value? Did your decisions reflect what you intended?

Culture 176

Culture Interaction Company Marketing 176

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. After decreasing its average score for the past three years, the hotel industry increased in the 2015 Ratings to 66.2%, up from 60% in 2014, the highest rating over all five years.

Hotels 120

Hotels Customer Experience Effort Score Industry 120