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.
The Ultimate Customer Experience Infographic, 2014
Experience Matters
OCTOBER 6, 2014
In honor of Customer Experience Day, Temkin Group created its second annual “The State of Customer Experience” infographic. Here are links to the research referenced in this infographic: ROI of Customer Experience, 2014. The State of CX Management, 2014. 2014 Temkin Experience Ratings.
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2014 Customer Experience Excellence Winners
Experience Matters
NOVEMBER 11, 2014
Congratulations to Temkin Group’s 2014 Customer Experience Excellence Award winners: Dell , EMC , and Touchpoint Support Services. Customer experience'
Report: 2014 Temkin Experience Ratings of Tech Vendors
Experience Matters
DECEMBER 11, 2014
We just published a Temkin Group report 2014 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 802 IT decision makers from large North American firms. The bottom line: Tech vendors need to improve their customer experience. pdf) and data file (.xls).
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Report: ROI of Customer Experience, 2014
Experience Matters
SEPTEMBER 9, 2014
We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S.
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Report: The State of Customer Experience Metrics, 2014
Experience Matters
DECEMBER 30, 2014
We published a Temkin Group report, The State of Customer Experience Metrics, 2014. Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013.
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1914 Vs 2014: When was the best time to be a customer?
ijgolding
OCTOBER 31, 2014
Whilst there was not a focus on what life was like for the consumer, it is impossible for me not to consider the impact of Customer Experience – whatever the era!! Being involved in Turn Back Time gave me enough of a flavour to make a comparison between the Customer Experience then and now. Fast forward 100 years to 2014.
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Report: State of VoC Programs, 2014
Experience Matters
OCTOBER 15, 2014
We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Here’s the executive summary: For the fourth straight year, Temkin Group has benchmarked the maturity of voice of the customer (VoC) programs within large organizations. The bottom line: VoC programs have a lot of maturing to do.
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‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report
ijgolding
OCTOBER 21, 2014
‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. Personalisation.
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Report: Net Promoter Score Benchmark Study, 2014
Experience Matters
OCTOBER 21, 2014
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics' USAA and JetBlue took the top two spots, each with an NPS of more than 60.
14 Worthy Customer Experience Reads for 2014
CX Journey
DECEMBER 30, 2014
Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year.
‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015
ijgolding
DECEMBER 30, 2014
As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become.
How businesses in Australia are losing $11bn a year due to poor customer service – a 38% increase from 2014 (INFOGRAPHIC)
Vonage
MAY 25, 2016
Research unveiled this week from NewVoiceMedia reveals that $11 billion is lost by businesses in Australia each year following a bad customer experience – an increase of 38 percent and $3 billion from 2014. Related Posts Create a vision for your customer service education. It’s not the product. It’s the experience.
Customer Experience: Summing Up 2014
Maz Iqbal
DECEMBER 27, 2014
Customer Experience: What Is The Default Setting? Why is that the floor at Paddington Station did not facilitate one of its primary roles: enable passengers (customers) to walk about easily, freely, quickly (if need be) around the railway station? My hypothesis, is that insufficient attention-consideration was given to the customer.
Innovative Service: A Fond Farewell to 2014!
Wired and Dangerous
DECEMBER 23, 2014
As 2014 draws to a close it is a time to reflect on the good that came from the challenging times of the past year and to express our gratitude to all of those who helped make 2014 the best it could be. Customers love to hear and feel a sincere “thank you”. These are arguably the two most powerful words in the English language.
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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.
Customer service week 2014
Very Best Service
OCTOBER 6, 2014
Customer service week is taking place from 6th October 2014 until 10th October 2014. With the increasing popularity of Customer Service Week, the number and range of ideas is growing rapidly, making it a week to enjoy for customers all around the country. customer service celebration customer service week'
Four Things We Learned about Customer Experiences in 2014
Think Customers
DECEMBER 10, 2014
Building a relationship with your customers through multiple touch points has become a critical business practice as market forces raised the status and value of customer experiences. In 2014, this shift manifested itself through organizational changes across industries and advances in technology. Customer Experience homepage'
2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 3)
Maz Iqbal
OCTOBER 14, 2014
And find myself in a position to share with you the table that I have put together: What Does It Take To Be A Customer Experience Excellence Leader? If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. What does this look like from a customer perspective?
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91 Accessibility is Key to Customer Satisfaction in 2014
Comm100
FEBRUARY 19, 2014
When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. Web Chat – Customers Love It!
5 Call Center Tech Trends That Have Become Mainstream in 2014
Win the Customer
SEPTEMBER 15, 2014
As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape. Call Center Customer Service Technology'
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Maz Iqbal
OCTOBER 10, 2014
The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. Employees Come First, Customers Come Second.
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Capitalizing on the Voice of the Customer (Infographic)
Experience Matters
NOVEMBER 11, 2014
Voice of the customer programs are a cornerstone for most customer experience efforts. Here are links to the research referenced in the infographic: State of VoC Programs, 2014. What Happens After a Good or Bad Experience, 2014. The bottom line : Make sure to capitalize on the voice of your customers.
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Meet the Faces of Customer Experience 2014
Customers That Stick
JANUARY 15, 2015
We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. Meet Becky Lollar !
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Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio
ECXO
APRIL 18, 2024
Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.
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2014 Holiday Shopping Trends: The Early Returns Are In
ForeSee
NOVEMBER 19, 2014
In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. Retail Report , a multichannel, customer experience study that will be published in mid-December.
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Q&A: B2B Customer Experience Conversation with Avnet’s Peggy Carrieres About Supply Chain Challenges, Capturing the Voice of Customer, and More!
InMoment XI
MARCH 14, 2023
That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. Our product goes to 40 countries to get to market, and we sit in the middle of the value chain between suppliers and customers. We are able to move our customer’s demands from one country to another quickly.
9 Worst Customer Service Stories of 2014
The DiJulius Group
DECEMBER 3, 2014
9 Worst Customer Service Stories of 2014 – Check out these nine Customer service fiascos of 2014: 9. Manager fired for poor responses to negative reviews – After receiving online complaints from Customers, a hotel manager posts responses such as “What do you expect for so little cash?”
2014 Holiday Shopping Trends:The Results Are In
ForeSee
DECEMBER 29, 2014
Today’s release of The Answers™ Experience Index (AXI): 2014 U.S. Retail Edition marks the 10th year we’ve been using ForeSee’s proven customer experience measurement methodology to report on the current state of the retail customer experience during the holiday shopping season.
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Congrats To Industry Leaders in Customer Service
Experience Matters
OCTOBER 10, 2014
Since today is the last day of Customer Service Week, I’m give a shout out to industry leaders in the 2014 Temkin Customer Service Ratings. The bottom line : Happy Customer Service Week! Hyundai Publix Southwest Airlines TracFone TriCare UPS USAA'
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News and Updates – June 2014
Strativity
JUNE 10, 2014
Date: June 17, 2014 Time: 3pm – 4pm EDT . Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Click here to register.
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52 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.
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Top 10 Customer Experience Posts of 2020
Kerry Bodine
DECEMBER 30, 2020
Because as it turns out, customer experience is even more important during a pandemic than it ever was before. Number 9: 5 Steps To Mapping The Customer Journey. Number 8: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle.
Top 8 Customer Service Stories of 2014
The DiJulius Group
DECEMBER 9, 2014
Top 8 Customer Service Stories of 2014 – Check out 8 of the best Customer service stories of 2014: 1. Customer Service' The world’s friendliest restaurant - Tim’s Place is a unique, full-service restaurant in Albuquerque, New Mexico, serving breakfast, lunch and HUGS! Owner Tim Harris.
2014 State of Customer Experience: Who Are UK’s Leaders And What Can We Learn From Them? (Part 4)
Maz Iqbal
OCTOBER 16, 2014
Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. What Does It Take To Excel At The Customer Experience Game? Rather, the best dividends come from understanding how to accelerate the rate of customer experience change. .
Why Customer Support Email Should Be Considered Sacred
Experience Investigators by 360Connext
OCTOBER 1, 2014
How do you build customer relationships in today’s high-tech marketplace? Customers are casually dating competitors while we are constantly learning what makes them happy and trying to speak their language. Email is one of the few fertile grounds you have left for building customer relationships. Darn autocorrect!
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2014 CCO Tenure Study Preview
CCO Council
APRIL 16, 2014
I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. The CCO Council defines a chief customer officer as the customer-facing executive who is ultimately accountable for customers and who is driving customer strategy at the highest levels of the organization.
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CEM Benchmark – 2014 Customer Experience in Action Study
Strativity
FEBRUARY 1, 2015
The results of Strativity’s 2014 Customer Experiences in Action Study provide insight into the characteristics of a successful customer-centric company, including five core customer experience components on which companies must focus to become customer-centric.
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40 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? Value to customers. The Second Annual #CXDay is October 7th, 2014.
FANS or CUSTOMERS? Which do you need to have a sustainable business? The sad story of Leyton Orient Football Club
ijgolding
NOVEMBER 8, 2016
So let me ask the question from the header of this post – Do you need FANS or CUSTOMERS to have a sustainable business? The dictionary definition of ‘CUSTOMER’ is as follows: a person who buys goods or services from a shop or business. As a result, many of its loyal FANS, have ceased to become CUSTOMERS.
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237 New Year’s Resolutions from the first Customer Success Meetup of 2014
Amity
JANUARY 22, 2014
Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. The event consisted of a panel discussion.
Top 8 eServices of 2014
The DiJulius Group
JANUARY 7, 2015
In case you missed it - The 8 most popular eServices of 2014 were the following. (I The 9 things your Customers do not want to hear – The majority of employees at most businesses uses these phrases. Customer Service' I suggest printing them out, reading and sharing them with your management team.)
Introducing The Year of Humanity (2018)
Experience Matters
DECEMBER 19, 2017
We focused on Elevate Purpose in 2017, Intensify Emotion in 2016, Engage Employees in 2015, and Amplify Empathy in 2014. The post Introducing The Year of Humanity (2018) appeared first on Customer Experience Matters®. Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community.
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267 eBook: 25 Tips for Amplifying Empathy
Experience Matters
OCTOBER 7, 2014
Happy CX Day 2014 ! As I mentioned in my 14 Customer Experience Trends for 2014 , this year will be the “Year of Empathy.” Customer experience Empathy' ” Given the focus on this key area, Temkin Group created the Amplify Empathy movement. Download free eBook.
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