COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Consumers 40

Consumers Multi-Channel Survey Customer Care 40

Clarabridge

DECEMBER 7, 2016

With hard data and quantifiable proof of customer discontent, we were able to have the performance issue reprioritized internally, and as a result, customer satisfaction scores improved back to their normal levels. He began in technical support and in 2014 moved into customer experience as the VOC Analytics Project Manager.

Feedback 81

Feedback Survey Case Study Analytics 81

Beyond Philosophy

FEBRUARY 3, 2015

4 September 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Aagaard, Michael. “10 10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” Contentverve.com. 25 March 2013. < [link] > The post Subconscious Clues That Call People to Action appeared first on Beyond Philosophy.

CEM 60

CEM Retail Consulting Conference 60

Bob Hayes

MARCH 21, 2016

One unstated assumption we make as customer experience professionals is that customers' attitudes are amendable to change. In this post, I examine the stability of three common customer metrics: customer sentiment, customer satisfaction and likelihood to recommend. Summary and Conclusions.

Metrics 40

Metrics Customer Satisfaction Study B2B 40

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options. (Source: Brian Manusama, Gartner.com ).

Self Service 60

Self Service Exercises Analysis Call Center 60

Clarabridge

DECEMBER 7, 2016

With hard data and quantifiable proof of customer discontent, we were able to have the performance issue reprioritized internally, and as a result, customer satisfaction scores improved back to their normal levels. He began in technical support and in 2014 moved into customer experience as the VOC Analytics Project Manager.

Feedback 40

Feedback Survey Case Study Analytics 40

Clarabridge

MARCH 30, 2017

With hard data and quantifiable proof of customer discontent, we were able to have the performance issue reprioritized internally, and as a result, customer satisfaction scores improved back to their normal levels. Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis.

Survey 40

Survey Strategy Customer Experience Analytics 40

BirdEye

OCTOBER 16, 2023

Under his leadership, he’s got a massive omni-channel partner to really focus on inbox solutions empowering businesses to improve their overall communication processes, increase customer satisfaction which is what it’s all about if you’re going to be an agency. You’ve got to deliver value.

Omni-Channel 63

Omni-Channel Multi-Channel Social Media Communication 63

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., October 21-23, 2014. To register for the Orlando, FL program, October 21-23 2014, visit this link. Raising Customer Satisfaction scores.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Maru/HUB

JANUARY 17, 2018

MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 billion in 2014 to $8.39 billion by 2019, the customer analytics market from $1,623.2 Today’s Customer Experience analytics programmes are substantial investments to businesses and therefore demand ROI.

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author .

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Ian Williams

NOVEMBER 15, 2015

In fact, in a survey undertaken by Gartner in 2014, 89% of marketers stated that they expect to compete primarily on the basis of CX by the year 2016. Although it has only really been taken seriously within the past 15 years, many of the aspects and practices found within CEM (Customer Experience Management) go back a lot, lot further.

Customer Journeys 56

Customer Journeys CEM Exercises Brands 56

Customer Guru

JULY 10, 2018

Companies that invest in building positive customer experience tend to achieve higher customer satisfaction rates, reduced customer churn and, in turn, improved business revenues. Source: 2014 Global Customer Service Barometer | American Express.

Social Media 115

Social Media Customer Experience Advertising Infographics 115