Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. A feedback loop is essential.

Feedback 40

Feedback Survey Case Study Analytics 40

Lumoa

MAY 19, 2020

Let’s take this framework and apply it to a hypothetical business case for a robust customer experience program. In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Define the opportunity.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. Our services team has helped with over 1,000 customer experience management initiatives.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

CX Journey

MARCH 17, 2015

I originally wrote today''s post for Confirmit in November 2014. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Michael Earles, Manager at Crowe Horwath LLP. They are attuned to customer and client needs.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

SuiteCX

NOVEMBER 3, 2015

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. from 2014 to 2019. Six Steps to Best-in-Class Customer Experience. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

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

Call Center Tips Exceptional Customer Service Training 119

ReviewTrackers

JULY 12, 2019

According to a 2014 study by J.D. They don’t stop interacting on digital channels after buying a car, either; automotive shoppers are also increasingly active when it comes to leaving online reviews and feedback about their customer experience. Customer experience is the key to creating value in automotive.

Automotive 77

Automotive Customer Experience Social Media Analytics 77

ReviewTrackers

JULY 12, 2019

According to a 2014 study by J.D. They don’t stop interacting on digital channels after buying a car, either; automotive shoppers are also increasingly active when it comes to leaving online reviews and feedback about their customer experience. Customer experience is the key to creating value in automotive.

Automotive 72

Automotive Customer Experience Social Media Analytics 72

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. Here are five reasons you should.

Omni-Channel 147

Omni-Channel Tips Mobile Customer Service Trends 147

Beyond Philosophy

OCTOBER 24, 2014

Over time, however, it’s clear that while the technical aspect is important, the personality and attitude of your job candidates are critical to improving your Customer focus in your experience. Ensuring the management doesn’t get in the way. 1 Attraction ” on Thursday, October 30th, 2014. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM Conference 74

ClearAction

JULY 3, 2017

My view: The more holistic your practices of customer experience (CX) management, the more value you create for customers, employees, and shareholders. In 2014 we were given responsibility for data governance, transferred from IT into TCE, so we now have data quality as part of our TCE vision and strategy.

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

delighted

OCTOBER 22, 2019

With a lofty goal of being the most beloved clothing brand of all time, Bonobos CEO Andy Dunn needed a way to measure customer experience and customer sentiment to make product improvement decisions. At the beginning of 2014, the company experimented with adding an extra step to the shipping process.

Net Promoter Score 41

Net Promoter Score Case Study Study NPS 41

Clarabridge

MARCH 30, 2017

So what can you do to make sure the customer experience surveys you are sending out still provide some value to your company? And how can you use them to drive improvements to the overall customer experience? Simply put, we empower small businesses and non-profits to grow customer relationships and succeed.

Survey 40

Survey Strategy Customer Experience Analytics 40

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

SEPTEMBER 28, 2015

For example, when we buy something the farthest things from our minds are that it might not work as expected, or how it will be to call customer service, or the surveys we'll be invited to answer, or recommendations we'll be encouraged to make, and so forth. Customers and executives alike will become impatient. Probably not.

Customer Experience 48

Customer Experience ROI Customer Experience Management Government 48

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). In 2006, the most common reason customers visited a branch was to deposit funds. Do they rave about your extended branch hours?

Banking 48

Banking Customer Experience How To Financial 48

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. Some of these penalties are directly tied to ineffective complaints reporting and management. Having a system in place for better complaints management is the first step. But, this is not without its challenges.

Banking 45

Banking Management Net Promoter Score Financial 45

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. Some of these penalties are directly tied to ineffective complaints reporting and management. Having a system in place for better complaints management is the first step. But, this is not without its challenges.

Banking 45

Banking Management Net Promoter Score Financial 45

SmartKarrot

NOVEMBER 10, 2021

This means if your employees are happy and satisfied, the same will reflect in your customer experience, which is true for an unsatisfied employee experience. business leaders done by Gallup in 2014 clearly came with the result that “happy employees are the key to happy customers”. For example, a survey of U.S.

Employee Experience 11

Employee Experience Customer Experience Culture Social Media 11

Customer Guru

JULY 10, 2018

The impact that CX has on the revenues of a brand can be gauged by this data – a research by American Express revealed that 60% of customers are willing to pay more for better customer experience. Source: 2014 Global Customer Service Barometer | American Express.

Social Media 115

Social Media Customer Experience Advertising Infographics 115