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
Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Customer expectations. Impacts of consistent engagement. Customer loyalty. Customer Engagement Statistics 2020 Explained.
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Community Platforms and Customer Success: The PB&J of Customer Engagement
Education Services Group
FEBRUARY 3, 2021
As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. When 72% of U.S. Fast-forward to 2021.
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.
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 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 
Ways to Engage Non-Responding Customers
CustomerSuccessBox
SEPTEMBER 3, 2021
As a Customer Success Manager, you and your team take in a lot of efforts to connect and engage with your customers. Right from the marketing team which finds potential customers to customer success that implements strategies, you are putting in your best. What’s causing them to become Non-Responding Customers?
Engagement 52
52 
Three Ways Journey Mapping Can Drive Employee Engagement
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.
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!
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 
Uncovering the “why” delivers higher research ROI for CX leaders
Alida
MARCH 21, 2018
What they need is a full picture—the “why” of customer behavior. CSAT and NPS are both important metrics, but they don’t reveal the attitude, emotion and intent of customers. Ongoing engagement with customers can help bridge this gap. Most customers today are not prepared to spend more than 20 minutes filling in a survey.
ROI 252
252 
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.
State of online reviews 2024: Embracing automation for growth
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 110
110 
Spooky Calls-To-Action For Converting Visitors
Experience Investigators by 360Connext
OCTOBER 31, 2014
Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! Disaster Alert: Proactive Customer Service to the Rescue. A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014.
e-support 197
197 
5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Your existing customers are far easier to upsell.
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
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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 
Give Your Customers the Gift of Live Engagement This Christmas
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
40 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 
Do You Know Sandals and Socks Guy? Get to Know YOUR Customers!
Experience Investigators by 360Connext
MARCH 23, 2015
They get to know their customers and communicate with them in the ways that create major engagement. Rod shares how understanding customers translates into creating special moments for customers and employees alike. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.
Insurance 110
110 
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 
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.
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 
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 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 Improve Your Brand Image by… Losing Subscribers!?
Experience Investigators by 360Connext
APRIL 30, 2015
Customer Delight Through Personalized Experiences. Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! Disaster Alert: Proactive Customer Service to the Rescue. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014.
Brands 110
110 
Tying the Knot on Top-Notch Customer Service
Experience Investigators by 360Connext
JANUARY 30, 2015
Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! Disaster Alert: Proactive Customer Service to the Rescue. A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014.
Customer Service 110
110 
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. A client-centric banking institution in a highly regulated environment is also a security-centric institution, as keeping clients´ data and privacy safe and available is of utmost importance to build and maintain trust and engagement.
Banking 119
119 
Customer Usage Metrics That Matter
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. Time Spent in Product is a straightforward product engagement metric with significant effects.
Metrics 52
52 
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.
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. ” and “Go Cowboys” but mixed in between these tweets there was a brand who was engaging in a subtle but noticeable way. I saw the typical, “Redskins suck!” It’s rather simple.
Social Media 145
145 
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.
5 Ways to Apply AI and Win Back Business
CSM Magazine
MARCH 13, 2020
Enhance customer reach – While outbound telesales, email and white mail remain the channels of choice for proactively engaging customers, chatbot platforms open up the opportunity for organizations to craft automated conversations, with personalised offers to entice customers to stay, or to return after switching.
Self Service 64
64 
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 Health Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
These customer health metrics equip the CUSTOMER SUCCESS MANAGER with a 360-degree view of customer health: 1. Product Usage. Product usage metric measures the usage frequency and the level of engagement your customer has with your product. 3. Customer Engagement. The Number of Touches.
Metrics 52
52 
Customer Health Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
These customer health metrics equip the CUSTOMER SUCCESS MANAGER with a 360-degree view of customer health: 1. Product Usage. Product usage metric measures the usage frequency and the level of engagement your customer has with your product. 3. Customer Engagement. The Number of Touches.
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 
What Came First COVID-19 or Poor Customer Service?
CSM Magazine
NOVEMBER 3, 2020
The global professional services firm then goes on to say that the “way organizations engage and interact with their customers will be critical” and that “integrity” and “empathy” are playing an even more important role than ever. For more ideas and inspiration on how to drive better customer engagement, visit www.ebi.ai.
CSM Team Performance Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.
Metrics 59
59 
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 
Customer Usage Metrics That Matter
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. Time Spent in Product is a straightforward product engagement metric with significant effects.
Metrics 52
52 
Customer Usage Metrics That Matter
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. Time Spent in Product is a straightforward product engagement metric with significant effects.
Metrics 52
52 
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.
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'
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