Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

PeopleMetrics

JULY 14, 2015

PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. Winners of the 2015 Award are: Jen Beier of 1st National Bank. Three Qualities of Brand Ambassadors. Brand Ambassadors focus on the people-side of business, which can be seen in the amount of customer recognition they generate.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

BirdEye

OCTOBER 26, 2023

So I started with the platform in 2015, which is just crazy to think that it’s been that long ago, but really as a solution in the multi-family space. Selling the Value of Reviews: The Path to Brand Excellence Want to see the impact of Birdeye on your business? All these are done to help businesses leverage AI for brand building.

Brands 115

Brands Multi-Channel Consulting Report 115

NetBase

JULY 30, 2020

It has definitely captured brands’ attention, as we see many adjusting their marketing strategies and finding new purchasers on podcasts. Here we’ll take a peek into the podcasting space to see what is making it so enticing for brands. And despite COVID, is looking to still hit sizeable growth for 2020. Podcasting Pushes Forward.

Brands 97

Brands Advertising Trends Consumers 97

Wired and Dangerous

MAY 5, 2021

Hi, Im looking for a brand new build rent to buy in Bradford West Yorkshire or nearby but dont know how to go about it??? A 2015 study found that Mexico’s welfare increased by 1.31% as a result of the NAFTA tariff reductions and that Mexico’s intra-bloc trade increased by 118%.[63] As of 2011, no U.S. 76][77] U.S.

Policies 91

Policies Insurance Government Banking 91

2020 Research

SEPTEMBER 1, 2022

Good branding. No matter the state of the world, your branding strategies will determine where you fit in. Branding is how you build trust with your consumers and achieve loyalty, which is especially crucial during recessions. The post Building Brand Trust in a Recession appeared first on Schlesinger Group.

Brands 52

Brands Banking Advertising Loyalty 52

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. . #1 In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. It will be officially released on the 3rd October 2015.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Kayako

FEBRUARY 14, 2018

That’s the job of your product and brand. In 2015, they launched a new loyalty program, called Plenti, that allows customers to earn points at a variety of partner businesses and redeem them at the partner of their choice. Partner with other brands. As a whole, customer loyalty programs can’t inspire real, emotional loyalty.

Loyalty Programs 182

Loyalty Programs Loyalty Brands Retail 182

Heart of the Customer

DECEMBER 18, 2014

Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. The post What’s the customer experience focus for 2015? Is it the role of emotions? Employee engagement? Crowdsourcing journey maps? appeared first on Heart of the Customer.

Customer Journeys 83

Customer Journeys Customer Experience Employee Engagement Conference 83

CX Journey

DECEMBER 20, 2017

This makes for a strong brand image that’ll remain on their minds. Twitter-based customer service increased 250% from 2015 to 2017. Your brand should exist everywhere your audience does and engage them wherever they’re comfortable. What does this mean for how you communicate with customers?

Communication 137

Communication Brands Social Media Touchpoint 137

Alida

JULY 21, 2017

Many brands simply have no idea about the evolving needs of their customers, and that’s impeding their ability to build a closer relationship with customers. In fact, according to a study commissioned by IBM , nearly 80 percent of consumers don’t think the average brand understands them as an individual.

Customer relationships 154

Customer relationships Examples Brands Study 154

Wired and Dangerous

JANUARY 5, 2015

Welcome to 2015! This refreshingly novel brand of service leaves customers more cheaply entertained- it leaves them richly stirred!*. Best wishes for a fantastic 2015! We are excited about the sparkling opportunities and shining moments that lay ahead. Value – unique is different from value – added. Chip and John.

Innovation 70

Innovation Entertainment System Groups 70

Smith+co CX

OCTOBER 20, 2021

In February 2015 the UK arm of global luxury cosmetics giant, Estée Lauder, began work on strengthening the customer experience across its brands. Partnering with Smith+Co, leading brands such as Clinique and MAC set out. The post Estée Lauder Strengthens Customer Experience Across Brands appeared first on Smith+Co.

Brands 36

Brands Customer Experience Customers 36

NetBase

APRIL 28, 2020

ESports is an explosive industry and many top brands are paying attention. Since at least 2015, eSports has seen astronomical growth year after year. Gamers, team owners and others have become stars in their own right and many smart brands have leveraged their influence in the industry to create corporate sponsorships.

Brands 67

Brands Sports Social Media Banking 67

Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Some brands use their community to build buzz and awareness.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Currency Alliance

FEBRUARY 15, 2018

Retail brands can be saved; but not by conventional retail strategy. Most retail CFOs would spit coffee at the suggestion that customer experience is their problem, but services can be easily and practically budgeted for, commoditized and recorded in a brand’s annual reports. Tesco Home Phone & Broadband was sold in 2015 [xiv].

Retail 110

Retail Brands Banking Loyalty Programs 110

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. Not tomorrow, not next week, and not next year – but for the life of your brand. And if not, when?”

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. Will Your Brand Be on the Customer’s Naughty or Nice List? Feeling stressed already that your brand might wind up on the naughty list for customer service? Feeling stressed already that your brand might wind up on the naughty list for customer service? billion holiday haul.

Self Service 40

Self Service Customer Service e-support Retail 40

BlueOcean

MAY 18, 2022

In 2015, Amy was promoted to Director, Marketing and Communications, and then Director, Sales and Marketing in 2018. She has been instrumental in establishing the Blue Ocean brand voice, leading internal communications, partnering with the HR team, and managing the Blue Ocean sales team.

Sales 156

Sales Marketing Advertising Customer Care 156

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Beyond Philosophy

NOVEMBER 26, 2014

Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Surprisingly, too many organizations don’t deliver on the brand promise they made in their Marketing and Branding efforts, causing a disconnect between the two.

Brands 129

Brands Advertising Customer Centricity Brand Values 129

CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . The cumulative result is that, after just one poor experience, 92% of consumers say they would stop shopping with that brand if they could.

Consumers 52

Consumers Brands Customer Service Data 52

Kerry Bodine

JANUARY 18, 2021

I think about the December 2019 Verge exposé about hip luggage brand Away , in which 14 employees told stories of being verbally abused, forced to work long hours without overtime pay, and denied requests for time off in order to catch up on an ever-growing backlog of customer emails.

Comparison 227

Comparison Culture Groups Customers 227

Tricia Morris

SEPTEMBER 15, 2015

brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The post INFOGRAPHIC: 2015 U.K. With the Institute of Customer Service reporting that customer satisfaction in the U.K. the United States, Brazil and Japan.

Infographics 40

Infographics Customer Service Customer Centricity CRM 40

Alliance by IFS

APRIL 8, 2015

Many emerging field service trends from years past are solidifying themselves as industry-norms that service companie s should optimize on to achieve success in 2015 and beyond. Field service technicians are the most customer-facing members of a service organization, and are often the only touch point between the brand and customer.

Trends 50

Trends Customer Satisfaction Customer Retention Customer Expectations 50

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Everyone knows that real estate is all about location, location, location. But are customer service preferences and expectations?

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Tricia Morris

JULY 31, 2015

A newly-released 2015 U.S. The infographic below highlights some of the key statistics every customer-centric brand and organization will be interested in. The infographic below highlights some of the key statistics every customer-centric brand and organization will be interested in.

Infographics 40

Infographics Customer Service Customer Centricity CRM 40

Experience Investigators by 360Connext

APRIL 30, 2015

Just because the customer is not happy in the current situation doesn’t mean they won’t be happy in any situation with your brand. Instead of being brand-obsessed and pointing out why the subscriber is making a mistake by unsubscribing, they respect her enough to know when her mind is made up. Letting customers call the shots.

Brands 110

Brands Retail Consulting Touchpoint 110

Experience Investigators by 360Connext

JUNE 1, 2015

A photo posted by Customer Experience Undercover (@360connext) on May 26, 2015 at 4:51pm PDT. It’s not about being the best at what they do, it’s about the experience the customer has with the brand. ” Is this a promise to @bodybuildingcom customers or a reminder to their employees? I like to think it’s both! Coincidence?)

Brands 110

Brands Roadmap Retail Video 110

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! This is a simple cheat sheet of how to find out who your most loyal customers or brand advocates might be. SlackDown: A Lesson in Brand Interaction.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

QuestionPro Audience

JANUARY 3, 2018

A good mobile app adds to the customer experience, and creates brand loyalty. In 2018, it is expected that 79% of airports around the world will offer CRM tools in their mobile apps to help track customer behavior and improve personalization and brand loyalty, up from 30% in 2015.

Travel 294

Travel Airlines Consumers Loyalty 294

InMoment XI

APRIL 10, 2015

They are what customers see — they are the face of the brand. One of the panel discussions at the 2015 CXFusion conference explored this very topic with some practical advice: 1. Front line people are absolutely critical in delivering an amazing customer experience. Keep it simple 2. Communicate often 3. Get the right people.

Video 200

Video Conference Communication Brands 200