Kerry Bodine

OCTOBER 20, 2016

That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. But I haven’t seen many that use journey maps to drive their content strategies. Kudos to the Exploratorium! .

Customer Journeys 120

Customer Journeys Strategy Transportation Conference 120

Doug Leather

MAY 15, 2014

My comments on a couple of these 2014 investment priorities. Let’s begin at Investment Priority #5 for 2014 – Customer Acquisition. Maybe, just maybe, Investment Priority #4 for 2014 – Marketing Effectiveness addresses the balance across these 4 drivers of customer value management. What are your thoughts and observations?

Infographics 57

Infographics Customer Centricity ROI Competitive Advantage 57

Kerry Bodine

OCTOBER 20, 2016

That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. But I haven’t seen many that use journey maps to drive their content strategies. Kudos to the Exploratorium! .

Customer Journeys 120

Customer Journeys Strategy Transportation Conference 120

Strativity

JUNE 10, 2014

Date: June 17, 2014 Time: 3pm – 4pm EDT . The CEM Maturity Assessment Model evaluates your company’s progress on the customer experience journey across the five core customer experience components: Customers, Employees, Strategy, Measurement, and Organization. The winner will be announced by mid June 2014. .

CEM 52

CEM Culture CRM Innovation 52

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.

Study 74

Study Chief Customer Officer Fashion ROI 74

Talkdesk

OCTOBER 1, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. This is where your contact center strategy plays a crucial role. 5 keys to supercharge your digital strategy: 1. Join me for the next blog, as I will discuss the three remaining keys to supercharge your digital strategy.

Banking 74

Banking Strategy Contact Center Financial 74

CSM Practice

FEBRUARY 12, 2020

However, most companies are at a disadvantage because they use the same sales strategy for both new and existing customers. From experience, the best method is to interpret and leverage available customer data to develop a different strategy for expansion selling campaigns. Expansion Selling Strategy Framework.

Strategy 52

Strategy Data Customer Success Customer Centricity 52

Kerry Bodine

DECEMBER 30, 2020

The data I cite in this post will help you make the case for realigning your organization’s measurement strategy around journeys. Number 5: Do Customer Journeys Drive Your Content Strategy? Number 4: 3 Questions To Guide Your “New Normal” Customer Experience Strategy. Number 1: The 4 Types of Customer Journey Maps.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

CX University

MARCH 25, 2024

Ethical AI Use Businesses integrating AI into customer experience strategies must consider ethical implications, as transparency and responsible use of AI are essential for earning customer trust. Empathy at Scale Customer Experience professionals have been talking about empathy in CX for several years, dating back at least to 2014.

Omni-Channel 52

Omni-Channel Customer Satisfaction Customer Experience Professionals Trends 52

Thematic

DECEMBER 5, 2018

Customer retention refers to the actions and strategies a business uses to try and keep existing customers. A data-driven customer retention strategy can reap rewards in a big way, if you do it right. 5 strategies to reduce churn with data. Why is customer retention important?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

BlueOcean

JUNE 22, 2022

That said, the remote model is also more technically complex, and the right contact center partner must have a thoughtful IT strategy in place to coordinate it successfully. RFP Question: How do you plan to continue adding value through your technology strategy over the next 5-10 years? Digital Security. Ask about what comes next.

Contact Center 156

Contact Center Technology Tourism Exceptional Customer Service 156

Forrester

OCTOBER 1, 2014

Fast-forward to 2014 and things look a lot better in the world of CX. They need to increase their level of CX maturity by creating self-sustaining systems (human and technological) in each of the six disciplines that characterize great CX companies -- strategy, customer understanding, design, measurement, governance, and culture.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

Brandwatch CX

MARCH 7, 2023

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 statistics For context, as of April 2018, total worldwide population is 7.6

Social Media 98

Social Media Video Advertising Marketing 98

Forrester's Customer Insights

AUGUST 14, 2020

CEOs who put off digital investments to focus on more pressing priorities may be wishing they heeded Forrester’s advice from 2013 and 2014. It’s no surprise that interest in digital has skyrocketed in a post-COVID-19 world. Some digital teams are scrambling to modernize experiences […].

Strategy 46

Strategy Management Customers 46

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

CX University

OCTOBER 12, 2021

CXU originally developed its CX programs following the rubric issued by CXPA in 2014. New questions were written to assure current job tasks, skills, and abilities were represented based on contemporary CX practice.”. CXPA revised its rubric after commissioning a detailed 2020 job analysis study.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

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. Product/service strategy. Channel strategy. Target markets.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Lumoa

MAY 19, 2020

Like any new initiative, you’ll need to make a case for expanding your customer experience strategy (and getting additional budget). 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. That’s where the business case comes in.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. If you had followed this investment strategy since April 2000, an initial $100 investment would have been worth $761 at the end of 2016. That same investment would be worth just $158 on the S&P.

Customer Experience 180

Customer Experience Analysis Customer Satisfaction Financial 180

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Introduction.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

ECXO

APRIL 5, 2021

Alan, what is your take on a big CX Transformation Programme as a Strategy? In experience terms it sets an expectation that is only ever going to be classified as ‘failed to meet’ and undermines the credibility of CX/EX as key components of a business strategy. SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin.

Strategy 52

Strategy Consulting Airlines Culture 52

Magellan Solutions

APRIL 19, 2017

These tried-and-tested b2c lead generations strategies have benefitted many businesses who put them into practice, and now it’s your turn. The 2014 Global Digital Statistics, Stats and Facts reported there are 2.5 The post Boost Your Business With These B2C Lead Generation Ideas and Strategies appeared first on Magellan Solutions.

B2C 61

B2C Strategy Social Media Consumers 61

BirdEye

FEBRUARY 15, 2024

In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. Review requests via email and SMS The strategies for soliciting reviews evolved in 2023, with digital channels leading the way in effectiveness and reach.

Automotive 110

Automotive Healthcare Hospitality Retail 110

Alliance by IFS

OCTOBER 8, 2015

Astea International has released a new white paper, Mobilizing Field Service Management , that outlines the benefits of mobilizing field service, and tips for creating a mobilization strategy that can incorporate emerging technologies. Clearly identify and define your business goals. Identify potential barriers to adoption.

Strategy 50

Strategy Return on Investment Competitive Advantage ROI 50

Customer Interactions

JULY 7, 2015

These insights offer a great reference point as companies work towards revamping their CX strategies for 2014. We collected a variety of informative articles on CX and contact centers, including many interesting statistics. Don’t forget to bookmark and take notes!

Contact Center 28

Contact Center Strategy Company 28

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

Experience Matters

JULY 28, 2015

This percentage of very mature companies is about the same as in 2014, but the percentage of companies in the lowest two levels of maturity has dropped from 67% to 56% since last year. The lack of a clear employee engagement strategy remains the number one obstacle that’s been cited by respondents over the previous three years.

Employee Engagement 120

Employee Engagement Report Engagement Financial 120

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Customer retention and loyalty CX Strategy Retail Amazon customer experience Dave Lewis Jeff Bezos Tesco'

Retail 290

Retail Financial Report Customer Retention 290

ReviewTrackers

MAY 7, 2019

Those who reach consumers through social media and digital marketing strategies will likely have an edge.”. The results of this study have come just days before the NRA Show 2014 , which is scheduled May 17 to 20, 2014 at the McCormick Place in Chicago. We’re seeing an intense battle for market share among brands in the US.

Social Media 86

Social Media Advertising Resources Consumers 86

Qualtrics

MARCH 30, 2021

That’s up from 21% in 2017 and 15% in 2014. Likewise, companies in the top quartile for ethnic diversity were 36% more likely to outperform on profitability – up from 33% in 2017 and 35% in 2014. In 2020’s Diversity Wins , for example, McKinsey discuss the progress of hundreds of companies they’ve been tracking since 2014.

Strategy 26

Strategy How To Competitive Advantage Roadmap 26

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Yet there’s no real strategy. They have a vision and build strategies and tactics to get there. Customer Experience Strategy Is Tied to Overall Business Outcomes. It’s not enough to say your strategy is “create great experiences” or “exceed expectations.” No resources.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

SaleMove

MAY 8, 2018

Every business that takes the time to implement a customer experience strategy likely has the same goal: for their customers to have a seamless customer journey when doing business with them and become brand ambassadors. Luckily, there are many diagnosable reasons for a failing CX strategy. That’s the dream, right?

Omni-Channel 40

Omni-Channel Strategy Customer Journeys Customer Centricity 40

SuiteCX

JANUARY 19, 2015

©2014 suitecx – ConfidenDal Client Mailing costs were skyrocke2ng, and manual processes made campaign planning difficult and inefficient Diagnos2c across four lines of business; shared services team built around 19 CX ini2a2ves Automated 30% of manual processes; reduced employee over2me; increased program effec2veness 1.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Kerry Bodine

JANUARY 11, 2019

The data I cite in this post will help you make the case for realigning your organization’s measurement strategy around journeys. Number 6: Do Customer Journeys Drive Your Content Strategy? I wrote this post back in 2014, yet it remains one of our top blogs post year after year. Number 2: The 4 Types of Customer Journey Maps.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

Forrester's Customer Insights

MAY 6, 2019

CVS Takes The Next Step To Align Its Operations And Values After pulling tobacco from its shelves in 2014, last week retailer CVS Health announced that it would not work with agencies who have tobacco or e-cigarette clients. Both decisions stem from the retailer’s desire to align operations with values. The effort is part of […].

Strategy 45

Strategy Retail Brands Management 45

Clarivate

OCTOBER 31, 2023

What do the years 2001, 2007, 2014, and 2022 have in common? Arguably, that depends very much on therapeutic area, indication and go-to market strategy. Investment strategy Industry commentators in the biopharma industry believe the upcoming years are expected to be a period of increased dealmaking activity.

Innovation 52

Innovation Financial Industry Strategy 52

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