InMoment XI

OCTOBER 20, 2014

In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. View Article.

Customer relationships 200

Customer relationships Management Survey Customers 200

InMoment XI

OCTOBER 20, 2014

In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. View Article

Customer relationships 200

Customer relationships Management Survey Customers 200

AskNicely

SEPTEMBER 24, 2018

” AskNicely’s NPS Software achieved #1 in satisfaction ranking (97/100 points) on the Enterprise Feedback Management Grid Report, in addition to #1 scores in: Usability Index (9.22/10). Founded in 2014, AskNicely helps thousands of forward-thinking companies like Reddit, Xero, and Jetstar transform customer experiences.

Net Promoter Score 150

Net Promoter Score Software Report Feedback 150

Customer Bliss

OCTOBER 7, 2014

This post is part of the 2014 CX Day Customer Experience Blog Carnival. This defines the scale of the undertaking and demystifies what is necessary to make a commitment to customer management. Companies that wire in customer management from the beginning knit the discipline into the organizational DNA.

Management 149

Management Leadership Metrics Customers 149

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. As such, the management lesson for brands aspiring to join the top 10 is clear: those responsible for the employee experience need to be fundamental and genuine partners in building customer experiences.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? However, despite the increase in the demand for an effective customer success manager and teams, there is no standardized incentive model to compensate them. Popular Customer Success Manager Salary Plans. 2. Base + Bonus Plan.

Customer Success 126

Customer Success Management Metrics Effort Score 126

ReviewTrackers

APRIL 7, 2021

Bank Reputation Risk Management. In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern.

Banking 94

Banking Management Social Media How To 94

John Paul

AUGUST 28, 2020

Wendy, who has been with John Paul since 2014, talks to us about her daily life as a Travel Manager, the impact of Covid-19 on the travel industry, and what she likes most about her job! I arrived here fresh out of university in 2014 from my hometown. Hello Wendy! while encouraging individual autonomy. .

Travel 52

Travel Tourism Management Hotels 52

Strativity

JUNE 10, 2014

Date: June 17, 2014 Time: 3pm – 4pm EDT . Join Strativity President Lior Arussy as he explores why you need to move from change management to cause management, and why it is imperative that you present a purpose that will inspire your employees. Enter to Win a Free Workshop on Customer Experience Management .

CEM 52

CEM Culture CRM Innovation 52

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?”

Customer Service 49

Customer Service Hotels Customers Management 49

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 ! – One trip to Walt Disney World and she was hooked.

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.

Report 120

Report Customer Connectedness Management Effort Score 120

The DiJulius Group

JANUARY 7, 2015

In case you missed it - The 8 most popular eServices of 2014 were the following. (I I suggest printing them out, reading and sharing them with your management team.) The 9 things your Customers do not want to hear – The majority of employees at most businesses uses these phrases. Make sure they are […]. Customer Service'

Customer Service 0

Customer Service Management Customers 0

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. What is your company''s approach to change management? In order to change or adapt, there must be some systematic process in place, a process that gets everyone on board and marching to the same beat; that process is often referred to as change management. Communicate it. Communicate.

Management 158

Management CEM Culture Employee Experience 158

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? : The topic of empathy topped the list of posts this year. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Michel Falcon Experience

MARCH 10, 2019

Managing employees isn’t hard! I believe managing employees isn’t as hard as we make it out to be. We simply need to adhere to some sound employee management tips and strategies to become great companies. I’ve come a long way in my leadership ability to manage a team. I’m not saying this to shock and awe you.

Tips 112

Tips Management Culture Meeting 112

ReviewTrackers

APRIL 2, 2019

Bank Reputation Risk Management. In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern.

Banking 90

Banking Management Social Media Financial 90

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. Or flip it and ask yourself who loses out if power moves from head office to the operations, from managers to the people who actually deal with customers? How Should Your Organisation Go About It?

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Confirmit

DECEMBER 21, 2016

At this time back in 2014, I was just getting ready to start. My favorite part of being a Senior Program Manager at Confirmit is growing an enterprise-level program from A-Z. I’m excited to write this blog just as I approach my 2-year anniversary with Confirmit!

Customer Voice 53

Customer Voice Technology Consulting Report 53

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?

Customer Success 48

Customer Success Chief Customer Officer Groups Customers 48

Forrester

OCTOBER 1, 2014

They desperately wished that executives would see the value of measuring and managing CX at an enterprise level but admitted their leadership just wasn''t thinking that way yet. Fast-forward to 2014 and things look a lot better in the world of CX.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

Customer Interactions

JANUARY 30, 2014

Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations. Public Safety Security Situation Management'

Trends 33

Trends Video Analytics Retail 33

Forrester's Customer Insights

AUGUST 28, 2014

Today most enterprises rely heavily on technology to help them interact with customers across channels, and as we evaluated in the newly published Forrester Wave: Cross Channel Campaign Management, Q3 2014 , brands have several compelling choices. Cross Channel Campaign Management. What sets leaders apart? customer analytics.

Management 32

Management CRM Analytics Customer Insights 32

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in.

Customer Experience Management 200

Customer Experience Management Measurement Survey Interaction 200

Strativity

JULY 18, 2014

. . July 2014 News . . In this on-demand Human Captial Institute webcast, Lior Arussy explores why you need to move from change management to cause management, and why it is imperative that you present a challenge as an opportunity to make a difference. . Customer Experience Management Certification. . Webcast. .

CEM 40

CEM Customer Experience Conference Employee Engagement 40

Customer Bliss

MAY 23, 2017

LaRocca joined NYRA in 2014 from Modell’s Sporting Goods, the largest privately held sporting goods retailer in the U.S., At Modell’s, LaRocca led its successful sponsorships of the 2014 Super Bowl and the 2013 Major League Baseball All-Star Game. Open door policy as a manager: Crucial. The evolution of her role.

Sports 142

Sports Customer Experience Hospitality Retail 142

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Customer Service 74

Customer Service Management Retail e-support 74

Experience Investigators by 360Connext

OCTOBER 1, 2014

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. " Added by Anne Reuss on Aug 01, 2014. Added by Anne Reuss on Sep 03, 2014. The Best Email Blunder Comeback Ever.

e-support 274

e-support Social Media Consulting Customers 274

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. In 2014, bookstores need to demonstrate that they offer something more than books. In 2014 the world for pharmaceutical companies looks very different.

Customer Centricity 215

Customer Centricity Retail eBook Industry 215

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

Innovation Customer Service Social Media Consulting 232

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. 26 August 2014. < 26 August 2014. < 24 April 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Irit’s interview where she gives insights into how you can manage churn efficiently. . Q: Who should be responsible for managing ‘churn’ in a firm? The following is what she has to say.

Management 52

Management How To Effort Score Customer Success 52

Zonka Feedback

JULY 19, 2023

Started in 2014, Hotjar offers a comprehensive suite of features, helping businesses make data-driven decisions to improve conversions and enhance the overall user journey.

User Experience 52

User Experience Data Feedback Management 52

BirdEye

FEBRUARY 15, 2024

These changes highlight Google’s expanding role in shaping online visibility for businesses, making the management of Google reviews more crucial than ever for a robust digital presence. Automated review responses Businesses increasingly engaged with their reviews, indicating a trend towards more active online reputation management.

Automotive 111

Automotive Healthcare Hospitality Retail 111

ReviewTrackers

MAY 7, 2019

For franchise restaurant operators, this belief has meant shifting their focus from working on traditional advertising and promotions to managing online reviews. Check out: “ How the Restaurant Industry is Using Social to Manage Marketing Efforts ”). More money spent = more resources deployed = more confidence gained.

Social Media 86

Social Media Advertising Resources Consumers 86

Zonka Feedback

JULY 19, 2023

Started in 2014, Hotjar offers a comprehensive suite of features, helping businesses make data-driven decisions to improve conversions and enhance the overall user journey.

User Experience 52

User Experience Data Feedback Management 52

Alliance by IFS

NOVEMBER 10, 2014

As technology and information continue to advance at a rapid rate, it is critical for business leaders to adopt workforce management software and mobile field service software tools to stay one step ahead. Moreover, utilizing workforce management software can help to deploy assignments in a geographically resourceful way. .

Software 62

Software Management Measurement Groups 62