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
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. Employee Engagement Benchmark Study, 2014. This blog post is part of the 2014 CX Day Customer Experience Blog Carnival hosted here: [link].
Infographics 
333
333 Join 134,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report
ijgolding
OCTOBER 21, 2014
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. This is so important and a pillar that has become necessary as we, the consumer, are demanding more emotionally engaging experiences every day. Expectations.
Report 229
229 
‘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.
Report: Employee Engagement Competency & Maturity, 2015
Experience Matters
JULY 28, 2015
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort.
The Importance of Employee Loyalty in the Workplace
InMoment XI
MAY 4, 2022
Those costs, particularly when layoffs are involved, can include low morale among stressed employees, and widespread distrust of the company by employees, according to the American Psychological Association’s 2014 Work and Well-Being Survey. Metlife had similar findings in its 2011 Annual U.S. Solicit Employee Feedback.
Loyalty 580
580 
Build a Customer Service Survey That Will Engage Your Customers
GetFeedback
JUNE 3, 2019
Creating content that customers want to engage in has been every marketer’s challenge since the dawn of time, but there are many ways to create compelling customer service surveys that your customers are attracted to. Between 2014 and 2018 the average office worker received about 90 emails a day —and that’s just to their work inbox.
Survey 186
186 
The Worst Customer Experiences of 2014
Think Customers
DECEMBER 31, 2014
Here are the worst customer experiences in 2014. Customer Engagement Customer Loyalty Customer Experience Customer Strategy Customer Service coloradorockies kfc timewarnercable uber worstcustomerexperienceof2014' There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.
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
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. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one.
Case Study 91
91 2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 2)
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. In 2014, customer’s expect ethics as standard. . Here, it occurs to me that it is worth pointing out that First Direct is No 1 on the 2014 list of CX Champions. John Lewis is No 2.
Omni-Channel 78
78 
Built with heart: How Blackbaud drives advocacy with empathy and engagement
Influitive
FEBRUARY 12, 2021
In a recent episode of our customer success webinar series, How Blackbaud build a thriving advocate community, I had the opportunity to chat with Tim Newborn, Customer Advocacy and Engagement Manager at Blackbaud. The post Built with heart: How Blackbaud drives advocacy with empathy and engagement appeared first on Influitive.
Engagement 59
59 
Employee Engagement & ROI: Are Your Employees Happy and Motivated?
Beyond Philosophy
NOVEMBER 17, 2014
As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The article reports that a mere 30% of Americans “feel engaged at work,” according to the 2013 Gallup poll, leaving the remainder somewhere between indifferent and disgruntled. What Walmart and Google Show Us About Employee Engagement.
Report: Employee Engagement Benchmark Study, 2015
Experience Matters
FEBRUARY 17, 2015
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. Compared with disengaged employees, highly engaged employees are 2.5
Accessibility is Key to Customer Satisfaction in 2014
Comm100
FEBRUARY 19, 2014
Proactively engaging website visitors indicates a willingness to deliver a great customer experience which can certainly lead to customer loyalty and long term customer relationships. Chat Away in 2014. The post Accessibility is Key to Customer Satisfaction in 2014 appeared first on Comm100 Blog.
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. Impacts of consistent engagement. And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further.
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. Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community. We’ve decided to label 2018 as “The Year of Humanity.”
Groups 267
267 
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. We look forward to meeting more interesting professionals like them in 2015!
Meeting 60
60 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. blog posts for 2014 were: Got Empathy? : Customer Loyalty is Alive and Well : Can we just stop trying to relabel “customer loyalty” as “customer engagement?” The top 10 B.O.B.
Metrics 76
76 
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.
CEM 52
52 
Choosing Between Zendesk Chat’s Answer Bot and Third-Party Chatbot Integrations
kommunicate
DECEMBER 2, 2022
Last Updated on December 2, 2022 Zendesk acquired Zopim in 2014 to rebrand it as Zendesk Chat. Zendesk chat also refers to software enabling your customer support team to engage with customers with automated bots. So, what IS Zendesk chat? Zendesk chat is a live chat software popular with businesses of all sizes worldwide.
Chatbots 97
97 
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. A report found that “between 2014 and 2018, the average office worker received around 90 emails per day and sent around 40.” Customer Engagement Score Per Contact. Stacked up emails. Go old school.
Engagement 52
52 Can I Get Some CX With That Big Mac?
Experience Matters
SEPTEMBER 29, 2014
In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 The 2014 Temkin Experience Ratings of fast food chains shows that McDonald’s is tied for 16th spot out of 19 QSRs. I applaud McDonald’s for the move.
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.
Workplace Ostracism: 7 Ways It Affects Your Employee Engagement
SurveySparrow
APRIL 8, 2022
While there is a lot of discussion around workplace harassment, research shows that feeling ostracized at work has an equally severe impact on employee engagement. Learn the effects of workplace ostracism on employee engagement. For the participants in this 2014 study , the answer seems to be ‘yes.’
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. Now think of Jeff Bezos at Amazon, or Tony Hsieh of Zappos, Steve Jobs at Apple, Richard Branson at Virgin… That concludes the conversation on Nunwood’s 2014 UK Analysis report.
Creating Award Winning Employee Engagement: A Case Study
Beyond Philosophy
DECEMBER 8, 2014
We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ Colin is an international author of four best-selling books and an engaging keynote speaker. won the award, and I thought I would share with you what they did well.
Case Study 142
142 
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. A promising trend for customer engagement has come from the community platform space. Back in 2014, TSIA published a report on Measuring the Success of Customer Communities. When 72% of U.S.
Confirmit and ENGAGE: Using employee engagement to drive strategic action and business growth
Confirmit
MARCH 1, 2018
ENGAGE works with a wide range of leading brands and organizations across the UK, Europe, the US and at a global level, all of whom trust the organization with their most valuable asset: their people. ENGAGE began working with the insurer in 2014 to undertake a strategic, long-term employee engagement program.
20 Years, 20 Stories: 2014 – Smart People Doing Cool Things
Confirmit
DECEMBER 21, 2016
At this time back in 2014, I was just getting ready to start. We have so much flexibility at Confirmit with what we can offer clients, so often the challenge at the beginning of a new engagement is making abstract ideas concrete and brainstorming what is going to work best for individual program goals. Teamwork is key.
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
But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter. However, the pillars and drivers for us are ease of doing business, the quality of products and services, and, at the end of the day, how we engage with customers matters.
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. In 2014, he plans to further define the role of customer success in the organization and “calm the nerves” of the sales team. Have you set your Customer Success New Year’s Resolutions yet?
The Value of Customer Experience
Experience Investigators by 360Connext
OCTOBER 2, 2014
The second annual #CXDay is October 7th, 2014. Empowered and engaged employees translates into lower turnover, better performance and increased profitability. The Second Annual #CXDay is October 7th, 2014. Come celebrate with us! Scroll down for more details.). What’s the value of customer experience?
Innovative Customer Service Ideas: Making The Most of Micro
Experience Investigators by 360Connext
DECEMBER 3, 2014
We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. Blog Customer Engagement Customer Experience Featured Microinteraction of the Month communication customer service linkedin management microinteractions Slideshare' It’s an ongoing obsession.
Innovation 232
232 
Customer Experience Transformation Through Proactive Engagement
ClearAction
JULY 3, 2017
Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Proactive Engagement through the Business Readiness Board. “In
Engagement 66
66 
The Hubspot-Dan Lyons saga offers lessons on employee engagement, authenticity and corporate culture
Alida
APRIL 28, 2016
The company has become synonymous with inbound marketing in the martech world, helping it successfully go public in 2014. Engage with empowered employees. Increasing employee satisfaction and reducing churn requires looking beyond the annual employee engagement survey. Build a relationship with your former employees.
Why Customer Support Email Should Be Considered Sacred
Experience Investigators by 360Connext
OCTOBER 1, 2014
Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014.
e-support 274
274 
99 Amazing Social Media Statistics and Facts
Brandwatch CX
MARCH 7, 2023
billion views YouTube sees around 1,148bn mobile video views per day In 2014, the most searched term was music. Facebook Messenger and Whatsapp handle 60 billion messages a day User numbers 4Chan: 27.7 billion users Weibo: 600 million users WhatsApp: 900 million users Youtube: 1.5 The second was Minecraft 9% of U.S
Social Media 98
98 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!! Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014.
e-support 197
197 July 2014 News – New Fall CEM Program, What Taylor Swift Knows about Customer Experience and more
Strativity
JULY 18, 2014
. . July 2014 News . . 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. Orlando, FL October 21-23, 2014. Webcast. .
CEM 40
40 
Building a Proactive Data-Driven Customer Success Engagement
CSM Practice
FEBRUARY 20, 2020
This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. The solution to this challenge is to switch to a proactive data-driven customer success engagement model that allows for better optimization of customer success efforts.
The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?
ijgolding
NOVEMBER 25, 2014
In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. As we approach the end of 2014, I am amazed at the number of companies who fall into one of the following three categories: We have Wi-Fi but if you want to use it you must pay for it.
Social Media 212
212 
Getting Your Board to Embrace Customer Experience, With Maury Kask – CB72
Customer Bliss
OCTOBER 10, 2017
In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Board engagement was crucial in this whole arc as well. ” Engaging With The Board. ” Engaged them along the way. Episode Overview.
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 Uncovering the “why” delivers higher research ROI for CX leaders
Alida
MARCH 21, 2018
Ongoing engagement with customers can help bridge this gap. Forward-thinking companies are avoiding the inherent disadvantages of NPS through ongoing engagement with their customers. Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016. Give NPS and CSAT some context.
ROI 252
252 
Let's personalize your content