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 top 10 B.O.B. They are interpreted by people.

Metrics 76

Metrics Net Promoter Score Data NPS 76

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. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Experience 93

Customer Experience Loyalty Report Customer Experience Management 93

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Further, they don’t contribute to the systematic design of superior experiences. Give NPS and CSAT some context.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

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. Why are your customers contacting you? The number one response?

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. With the help of our good friend and CX colleague, Bruce Temkin , here are three questions he posed to us to which we responded below.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. It engages leaders, unifies their decision-making, and creates an accountability forum.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Experience Investigators by 360Connext

OCTOBER 31, 2014

Microinteractions are the small moments that can have a huge impact – negative or positive – on your customer’s experience. They not only manage NOT to scare customers away, but even better- they spook customers into taking the next step. How can you leverage your customers’ fears to increase conversions?

e-support 197

e-support Social Media Consulting Customer Centricity 197

Michelli Experience

DECEMBER 23, 2015

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. In fact, the American Customer Satisfaction Index (ACSI) is reporting customer satisfaction levels that are hovering just above 9 year lows.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Calabrio

NOVEMBER 18, 2015

As customers become more empowered through technology, so must the organizations that serve them. Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Decreased their customer care costs by 6.3

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

BirdEye

FEBRUARY 15, 2024

Overall industry trends The landscape of online reviews witnessed notable growth and engagement in 2023, reflecting its increasing influence on consumer behavior. As things started to return to normal, the increase in review volume pointed to a recovery phase, with people getting more engaged than before.

Automotive 109

Automotive Healthcare Hospitality Retail 109

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.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. In particular, making sure that customer context and intent follow wherever the conversation goes. AI & Contact Centres.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Experience Investigators by 360Connext

MARCH 23, 2015

What this means for some companies is getting to know customers in really great ways. Quirky Customer Personas. They get to know their customers and communicate with them in the ways that create major engagement. Rod shared how they learned about their customers in many ways, and then had to respect what they learned.

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

Experience Investigators by 360Connext

MARCH 4, 2015

If you haven’t yet discovered our podcast, Crack The Customer Code, I hope you will soon. We released our 15th episode , and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW. Customer inclusion from the start.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. Published on: January 08, 2016.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey. Also check out Vax’s case study here.

Multi-Channel 60

Multi-Channel Customer Experience Competitive Advantage Effort Score 60

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

Experience Investigators by 360Connext

APRIL 30, 2015

It’s not always due to a bad experience- sometimes it’s just time to move on. We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. Letting customers call the shots. Personality.

Brands 110

Brands Retail Consulting Touchpoint 110

Experience Investigators by 360Connext

JANUARY 30, 2015

With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. I didn’t have much experience with Mariano’s simply because there isn’t one in my part of town…yet. His experience has been the same. No matter who is at the register.

Customer Service 110

Customer Service e-support Social Media Leadership 110

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

Loyalty Customer Engagement Strategy Engagement 88

CSM Magazine

NOVEMBER 7, 2018

Priya Iyer, Chairman & CEO at Vee24 explains why Live Engagement could be the answer for online retailers looking to differentiate themselves in a very crowded marketplace. With that being said, it’s not too late to offer Live Customer Engagement for a competitive advantage this season. It’s November. trillion by 2021.

Engagement 40

Engagement Ecommerce Retail Competitive Advantage 40

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business. This has tripled since 2014.

Insurance 48

Insurance Customer Experience Policies CRM 48

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. So which best practices should banks embrace in their pursuit of seamless client experiences (CX) in the age of digital banking? Combined, these are causing serious challenges across three fronts: Financial exclusion of the most vulnerable.

Banking 119

Banking Strategy Contact Center Chatbots 119

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. Despite record UK sales of £1.1

Customer Experience 40

Customer Experience Retail Mobile Customer Service Online Experience 40

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. The rise of social media and increasingly demanding customers has changed all of this. In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media. These are: 1.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Customer Analytics and its diverse applications.

Analytics 256

Analytics Report Analysis Study 256

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics Customer Success Measurement Financial 52

Wired and Dangerous

MARCH 7, 2016

Customer service can be a lot like that man. We stop seeing the details of our customer’s experience; we cease standing in our customer’s shoes. Processes become a lot like wallpaper to a resident and we become afflicted with a type of blindness that keeps us from appreciating our customer’s world.

Employee Engagement 70

Employee Engagement Training Engagement Financial 70

Michel Falcon Experience

NOVEMBER 10, 2014

This post is not about football; it’s about social media, brand awareness and customer engagement. ” and “Go Cowboys” but mixed in between these tweets there was a brand who was engaging in a subtle but noticeable way. For the record, the shaving experience was amazing! It’s rather simple.

Social Media 145

Social Media Case Study ROI Brands 145

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Women, he believes, consider the customer more. Alibaba Group did more than $390 BILLION in sales in 2014.

Leadership 110

Leadership Innovation Social Media Consulting 110

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. The Month in Customer Service Blogging. ” Plus a great way to act on it.

Omni-Channel 147

Omni-Channel Tips Mobile Customer Service Trends 147

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Deploying a range of chatbots, each suited to a specific task, can greatly enhance the customer experience and deliver substantial benefits to the business.

Self Service 64

Self Service Chatbots Contact Center Policies 64