C3Centricity

OCTOBER 1, 2019

And customer satisfaction is becoming insufficient to drive growth alone. For them customer satisfaction is not enough; they want their guests to be enchanted, enthralled, excited, so that a return visit is a “no brainer”; no other hotel choice would make sense! How do you treat your own customers, consumers and clients?

Customer Satisfaction 180

Customer Satisfaction Hotels Marketing Customer Centricity 180

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.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

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.

Insurance 111

Insurance Consulting Travel B2B 111

Brandwatch CX

OCTOBER 3, 2022

Influencer marketing is the process of marketing to individuals as opposed to your target market as a whole. Brands are using influencer marketing to expand their reach and increase the likelihood of resonating with their target audience. We’ve written an in-depth guide on the why and how of influencer marketing.

Tools 83

Tools Marketing Social Media Analytics 83

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.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

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.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Customer Bliss

MAY 23, 2017

Lynn also oversees a lot in her role: marketing, event planning, social media, hospitality and group sales, owner relations, media relations, and more. LaRocca joined NYRA in 2014 from Modell’s Sporting Goods, the largest privately held sporting goods retailer in the U.S., where she served as Senior Vice President, Marketing.

Sports 142

Sports Customer Experience Hospitality Retail 142

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!

e-support 274

e-support Social Media Consulting Customers 274

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index.

Customer Experience 180

Customer Experience Analysis Customer Satisfaction Financial 180

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

ijgolding

AUGUST 13, 2014

The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years. Borders were trying to offer their customers more than just the product. Borders were trying to offer a more varied customer experience. You can read the article in full here.

Customer Centricity 215

Customer Centricity Retail eBook Industry 215

Experience Investigators by 360Connext

DECEMBER 3, 2014

moments that make a big difference in the customer experience. We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. It’s an ongoing obsession.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Uniphore

APRIL 10, 2017

Already in 2014, the global artificial intelligence market was valued at about $126 Billion, and that number is expected to reach around $3 Trillion by 2024, which means it is growing at a rate of about 36% a year, according to a report from Transparency Market Research. Read More.

Chatbots 124

Chatbots Customer Service Report Technology 124

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Whilst the transactional business is more interested in repeat purchases and their frequency, the subscription business is mostly interested in how long customers remain loyal.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Target markets. Member and customer experience.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Brandwatch CX

MARCH 7, 2023

And it comes as a great fact sheet to give context to your social media marketing efforts. For marketers, knowing the statistics behind the social networks can inform strategy and spend, allowing focused targeting of users. billion views YouTube sees around 1,148bn mobile video views per day In 2014, the most searched term was music.

Social Media 98

Social Media Video Advertising Marketing 98

Confirmit

DECEMBER 21, 2016

At this time back in 2014, I was just getting ready to start. Before I joined Confirmit, I’d been in Market Research for a long time. I went from working in a Market Research company to spending six years in a software startup that provided technology for online qualitative research. people I was meeting.

Customer Voice 53

Customer Voice Technology Consulting Report 53

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. Know your customers . 90% of consumers find personalization appealing.

Survey 186

Survey Customer Service Engagement Customers 186

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

Customer Bliss

APRIL 13, 2017

billion, is moving from a pure social signals platform to a customer experience platform. They’re putting a large suite of marketing activities under one tab, which is called The Experience Cloud — and yes, that’s the same thing Adobe calls their product. I’d agree. In that process, CX can become disjointed.

Customer Experience 135

Customer Experience Customer Experience Management Culture Customers 135

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Customer Experience. “In In 2014, it emerged as a top priority for marketers. Why are your customers contacting you?

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Bold360

OCTOBER 27, 2016

In a tight space that includes potent competitors like Vine and YouTube, metrics such as this can mean a whole lot when it comes to where companies place their marketing dollars. Inaccurate Customer Service Metrics = A Shaky Foundation. Have calls to customer service increased or decreased in the last month?”

Metrics 93

Metrics Customer Service Marketing Self Service 93

Influitive

OCTOBER 28, 2015

This is why referral marketing programs can be so effective. B2B customers tend to be very informed about the products and services they use— more so than in their lives as consumers. A Guide To Engaging B2B Customers In The Digital Age. Referral marketing programs have direct impact on revenue.

B2B 89

B2B Marketing Social Media eBook 89

Kustomer

AUGUST 26, 2022

Podcasts are no longer just a nice addition to your content and marketing strategy — they’re a necessity. Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. It is what customers experience.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

CX Journey

AUGUST 16, 2017

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. As you can see from the graphic above, there is definitely a correlation between the two, superior customer experience and superior revenue growth.

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

AskNicely

SEPTEMBER 4, 2018

announces its NPS software — the perennial #1 recommended software for Customer Feedback on G2Crowd — is now on the Salesforce AppExchange. Quickly and easily automate the customer feedback loop to improve your customer experience, be more effective at every touchpoint, and amplify growth. AskNicely, Inc. About AskNicely.

NPS 150

NPS Net Promoter Score Software Touchpoint 150

Customer Interactions

JULY 7, 2015

Interactions 2014 has kicked off at the uber-trendy Cosmopolitan Hotel, with more than 2,000 attendees making their way to Las Vegas. They’ve joined us to discuss market trends, share best practices, and look to the future of how companies will shape the customer journey.

Interaction 28

Interaction Hotels Course Customer Journeys 28

Kerry Bodine

JUNE 7, 2017

At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. But are customers sticking with JetBlue? and “Trays.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

CSM Magazine

FEBRUARY 9, 2021

Predictions for the property market in the coming year vary widely. Property companies will continue to focus on customer service as a differentiator. . takes a look at how to improve customer experience (CX) using conversational Artificial Intelligence (AI) and virtual assistants. . Abbie Heslop at EBI.AI

Self Service 59

Self Service Marketing Competitive Advantage Automotive 59

Beyond Philosophy

MAY 10, 2016

As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Connections 60

Connections Marketing Banking B2C 60

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Your contact center should be collaborating closely with your marketing, sales, and distribution teams, with real-time communication so your team can adjust accordingly. Are You Ready for the Future of Customer Service?

Contact Center 136

Contact Center Gamification Retail Course 136

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. Share the best stuff!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

JANUARY 30, 2015

Mariano’s , owned by the larger Roundy’s organization, moved into the Chicago market a few years ago and continues to gain fans. With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. No customer wants soup that has spilled all over the bag.

Customer Service 110

Customer Service e-support Social Media Leadership 110