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Report: ROI of Customer Experience, 2014

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S.

ROI 316
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1914 Vs 2014: When was the best time to be a customer?

ijgolding

That is why I want to pose the question – 1914 or 2014: when was the best time to be a customer? For a customer there was only one predominant way to shop… one ‘channel’ That channel was the channel that in 2014 is continually in decline – Face to Face! Fast forward 100 years to 2014.

Consumers 230
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‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

ijgolding

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. Described by Nunwood as – using individualised attention to drive an emotional connection. Personalisation. Described by Nunwood as – being trustworthy and engendering trust.

Report 229
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The Importance of Employee Loyalty in the Workplace

InMoment XI

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 580
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You're Invited: Fireside Chat at QuickBooks Connect San Jose

Method:CRM

Join Method:CRM at QuickBooks Connect San Jose for a fireside chat on “The Technology Empowered Accountant: Building a Profitable Technology Stack.” Where: QuickBooks Connect San Jose (location TBA) and Facebook Live. The post You're Invited: Fireside Chat at QuickBooks Connect San Jose appeared first on Method:CRM.

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Q&A: B2B Customer Experience Conversation with Avnet’s Peggy Carrieres About Supply Chain Challenges, Capturing the Voice of Customer, and More!

InMoment XI

I’d like to start the conversation about the connection between the supply chain challenges many B2B companies are facing and how these challenges affect loyalty. 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.

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You Must Invest In Customer Experience

Kerry Bodine

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The mechanics that connect customer experience to stock price—via increased revenue and decreased cost to serve—are the same no matter your industry or size. That same investment would be worth just $158 on the S&P.