Customer Engagement – March 2014
Storyminers
JULY 7, 2020
This article was originally presented on Customer Engagement Magazine’s website. The post Customer Engagement – March 2014 appeared first on StoryMiners.
50+ Customer Engagement Statistics for 2020
ProProfs Chat
JANUARY 30, 2020
And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further. In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Let’s dive in!
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The Worst Customer Experiences of 2014
Think Customers
DECEMBER 31, 2014
As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I''m joining in with my lists of cheers and jeers in the customer experience world.
Top 10 BOB Blog Posts of 2014: Empathy, Big Data and Metrics
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. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The topic of empathy topped the list of posts this year.
Metrics 
76
76 
Community Platforms and Customer Success: The PB&J of Customer Engagement
Education Services Group
FEBRUARY 3, 2021
For example, only 15% of Customer Success organizations have implemented tailored dashboards for easy access to vital customer health data. A promising trend for customer engagement has come from the community platform space. Back in 2014, TSIA published a report on Measuring the Success of Customer Communities.
Innovative Customer Service Ideas: Making The Most of Micro
Experience Investigators by 360Connext
DECEMBER 3, 2014
These moments matter because they can range from the really, really bad moments that shouldn’t be a big deal but become one (in the worst sort of ways) to the fantastic, creative and inspiring small moments that leave a customer happier and more loyal because they show how companies care for their customers.
Innovation 232
232 
The Value of Customer Experience
Experience Investigators by 360Connext
OCTOBER 2, 2014
This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. What’s the value of customer experience? The Second Annual #CXDay is October 7th, 2014. Come celebrate with us!
2014 Customer Champions: Lifting Sights, Visions, and Standards
Think Customers
NOVEMBER 2, 2014
Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations. 1to1Media.com/weblog.
Spooky Calls-To-Action For Converting Visitors
Experience Investigators by 360Connext
OCTOBER 31, 2014
A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Why do many retailers feel the customers don't need to touch anything?
e-support 197
197 
Nine Myths to Debunk for a Data-Powered Contact Center
Calabrio
NOVEMBER 18, 2015
This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Customer engagement and analytics software yield measurable benefits.
Contact Center 124
124 
5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
There is sometimes a misconception that customer churn doesn’t represent much business, but this isn’t true. JD Power and Associates reported that the annual premiums paid by customers that switch insurance providers amount to $7.6 Your existing customers are far easier to upsell. 26 August 2014. < 26 August 2014. <
Uncovering the “why” delivers higher research ROI for CX leaders
Alida
MARCH 21, 2018
For example, Telstra, Australia’s leading telecommunications provider, adds context to NPS by creating “relationship memory” through My Telstra Experience (MTE), a customer insight community. Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016.
ROI 252
252 
Forrester Report on the State of Customer Analytics 2018
CloudCherry
FEBRUARY 26, 2019
More firms choose to adopt analytics to increase customer acquisition: ‘Increasing customer acquisition and targeting’ is the top driver that encourages organizations to adopt measurement and analytics, with 57% of respondents opting for it. Customer Analytics and its diverse applications.
Analytics 256
256 
How Customer Experience Champions Transform Culture
Think Customers
OCTOBER 24, 2014
In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look.
Culture 102
102 
FinXTech Selects Ecrion for Inclusion on Their Technology Directory for Banks
Ecrion
JUNE 12, 2020
FinXTech Connect is an online resource for banks of all sizes to find technology companies that provide needed solutions as they seek to better serve their customers and navigate the everchanging fintech landscape. About FinXTech. bank leaders with technology partners at the forefront of innovation.
Banking 71
71 
State of online reviews 2024: Embracing automation for growth
BirdEye
FEBRUARY 15, 2024
This trend towards automation in collecting and responding to reviews indicates a shift in customer engagement strategies, emphasizing efficiency while balancing the need for personalization. From 2014 to 2018, there was a noticeable decrease in the length of reviews.
Automotive 111
111 
CX Day to Celebrate Great Customer Experience
Think Customers
OCTOBER 5, 2014
According to the Temkin Group''s recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry''s CX leader within three years. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again.
5 Ways to Instill Customer Focused Values Throughout your Organization
Experience Investigators by 360Connext
OCTOBER 6, 2014
How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day! This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. It is part of a broader celebration of Customer Experience Day. .
Customer Focused 275
275 Improve Your Brand Image by… Losing Subscribers!?
Experience Investigators by 360Connext
APRIL 30, 2015
Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service! Added by Anne Reuss on Feb 28, 2014. 0 likes.
Brands 110
110 
2019 predictions for ambitious contact centres
Vonage
JANUARY 30, 2019
Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. In addition to the standard set of customer engagement frameworks the industry is accustomed to choosing from, expect to see service design led innovations from disruptive vendors and ambitious in-house teams. AI & Contact Centres.
Omni-Channel 228
228 
Tying the Knot on Top-Notch Customer Service
Experience Investigators by 360Connext
JANUARY 30, 2015
A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Why do many retailers feel the customers don't need to touch anything?
Customer Service 110
110 
The Race From Good To Great CX Hits The Gas Pedal In 2015
Think Customers
NOVEMBER 7, 2014
2014 wasn''t a good year to be average. Since 2007, the average customer experience in the industries that Forrester tracks has gone up across the board, and the number of truly awful experiences has dropped like a rock. So if your CX is average, it''s just not good enough to win, serve, and retain customers.
Loyalty 88
88 
CMO Perspectives (24th Oct, 2014)
Customer Interactions
JULY 7, 2015
But in today’s era of customer engagement, a company that is perceived as treating employees well and caring about social issues is much more likely to have loyal customers. And loyalty is vital: a 2% increase in customer retention has the same effect as decreasing costs by 10%. Doing well by doing good.
Do You Know Sandals and Socks Guy? Get to Know YOUR Customers!
Experience Investigators by 360Connext
MARCH 23, 2015
Rod shares how understanding customers translates into creating special moments for customers and employees alike. The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles.
Insurance 110
110 
Turning the Tables on Bad Customer Service
Experience Investigators by 360Connext
MARCH 4, 2015
This idea of pushing a short-term goal at the sake of most other things may have worked before customers have the voice they do now. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. What do you think? Enlightened leaders share their knowledge.
Customer Service 110
110 
Bringing Customer Experience into Higher Focus
Calabrio
FEBRUARY 24, 2016
Customer Experience. “In In 2014, it emerged as a top priority for marketers. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls.
Brand Independence Day: Staying in the Black from One of the Men in Black
Michelli Experience
JULY 5, 2016
Forbes magazine has labeled him the “most bankable star” and as of 2014 his movies alone had grossed $6.6 Will Smith started his career as a rapper in the late 1980’s, later starred on the television series The Fresh Prince of Bel-Air, and went on to a blockbuster movie career with films like Independence Day and Men in Black.
Brands 140
140 
Banking: 5 keys to supercharging your digital strategy
Talkdesk
OCTOBER 8, 2020
Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. An enterprise-grade CaaS platform focused on customer engagement can make the customer experience seamless whether your clients are on the phone, in a branch, on an app or a video call.
Banking 119
119 
What’s the CX buzz this week? (31st Mar, 2014)
Customer Interactions
JULY 7, 2015
From CX management, to loyalty programs, to customer engagement – we’ve got you covered! Our team collected a fantastic mix of articles this week that you’re bound to enjoy. Have a look and feel free to share the buzz with other CX professionals.
What’s the CX buzz this week? (9th Jun, 2014)
Customer Interactions
JULY 7, 2015
The topics covered include customer engagement, loyalty programs, and customer experience management. Our team collected a unique mix of articles for this week’s edition of CX Buzz. This collection offers a great deal of insight for CX professionals of any level to pick up on.
What’s the CX buzz this week? (24th Nov, 2014)
Customer Interactions
JULY 7, 2015
So how do you build a company culture that is focused on the customer? One approach is to build a scalable customer engagement model, step by step. Another is to make a decision to be customer-centric and the rest will follow in a closed feedback loop.
Fast Signup vs. Considered Signup – A SaaS Growth Experiment
InnerTrends
DECEMBER 2, 2019
The end result is that the customer engagement is now focused on education versus “selling”. However, after implementing the changes in February 2014, they did notice a fall in their conversion rate. In the fall of 2014, when signups didn’t start picking up, they started asking questions. Source: Signal v. Noise blog.
Case Study 105
105 
Running with a 92 Year Old Man: Lessons in Living and Serving Fully
Michelli Experience
APRIL 6, 2016
Plans were being made to return the ship to Normandy for the D-Day Memorial Service (D-Day Plus 70, 2014) and beach it at the same location where it was on Omaha beach 70 years before. Shortage of finances caused the 2014 trip to be canceled. The cost of taking this ship across the Atlantic and back is tremendous.
Consulting 100
100 
Monthly Mash and The Omnipresent Customer
Customers That Stick
NOVEMBER 10, 2014
Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. Twenty four tips to make it easier for them.
Omni-Channel 147
147 
Customer Usage Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
In many cases, metrics are more reflective of actual customer experience when calculated for different customer segments individually. Customer usage metrics for new customers, low-touch segments, and high-touch segments can be calculated differently to get a more accurate representation of customer engagement and experience.
Metrics 52
52 
5 Success Lessons from Top Execs at Alibaba and AMEX
Experience Investigators by 360Connext
JUNE 15, 2015
Alibaba Group did more than $390 BILLION in sales in 2014. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.
Leadership 110
110 
How the Proper Use of a Hashtag Converted a Customer for Harry’s
Michel Falcon Experience
NOVEMBER 10, 2014
This post is not about football; it’s about social media, brand awareness and customer engagement. I’ve always known about Harry’s because of a Tim Ferris blog post on how they collected 100,000 email addresses before they launched their service (this is one of the best things I’ve read in 2014).
Social Media 145
145 
Monthly Mash and Fewer Choices, More Happiness
Customers That Stick
OCTOBER 13, 2014
Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 35: September 2014. Thoughts on the Customer: Fewer Choices, More Happiness. Why Are Emotional Connections the Key to Exceptional Customer Service?
Call Center 119
119 
What Came First COVID-19 or Poor Customer Service?
CSM Magazine
NOVEMBER 3, 2020
We may never know what came first the chicken or the egg, however, there is no excuse for poor customer service given the choices presented by AI. For more ideas and inspiration on how to drive better customer engagement, visit www.ebi.ai. Established in 2014, EBI.AI About the Author.
5 customer experience lessons from the 2015 Holiday Shopping season
Eptica
JANUARY 8, 2016
33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. 86% of consumers say they discover new brands or products using their mobile device , while Deloitte estimates that mobile influenced over 1 trillion dollars in sales in 2014. Share this page on: Tweet.
Self Service 48
48 How is Your Business Dealing with the Paradox of Choice?
Beyond Philosophy
NOVEMBER 4, 2014
19 August 2014. < 19 August 2014. < . < [link] > Carvalho, John. The Simple Way to Minimize Buyer’s Remorse.” www.neurosciencemarketing.com. 16 July 2013. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. < [link].
CEM 113
113 First Year CX: Some Keys To Success from TSIC
Think Customers
APRIL 10, 2015
In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for its burgeoning CX program. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy cxstrategy cxsuccess forresterpredictions'
Do You Walk in Your Customers’ Shoes?
Wired and Dangerous
MARCH 7, 2016
workers in 2015 who Gallup considered engaged in their jobs averaged 32%. The majority (50.8%) of employees were “not engaged,” while another 17.2% ” The 2015 averages are largely on par with the 2014 averages, and reflect little improvement in employee engagement over the past year.
Customer service in a mobile-first world
Eptica
JUNE 3, 2016
Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service.
Self Service 48
48 
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