Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. The largest jump from last year is employee communications and engagement.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Customer Bliss

SEPTEMBER 19, 2019

The coaching model is an effective and simple tool that laid the groundwork for improved inter-department and patient communication. The CX coaching model at @HopkinsMedicine is an effective and simple tool to lay the groundwork of inter-department and patient communication. #CX It took about a year for the model to come together.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

ijgolding

SEPTEMBER 24, 2015

The 2015 results appear to go a step further. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is. It is refreshing to see this stance bourne out by the 2015 results.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

CX Journey

DECEMBER 20, 2017

Once you’re there, it’s essential to develop a voice for how your business communicates that’s unique and memorable. Successfully bridging that gap - using human communication to help solve problems in an effortless way that doesn’t leave customers pulling their hair out - is precisely the goal in curating a customer experience.

Communication 137

Communication Brands Social Media Touchpoint 137

Experience Investigators by 360Connext

DECEMBER 31, 2015

The post Our Top 15 Customer Experience Posts of 2015 appeared first on Customer Experience Consulting. In case you’re just hearing about us, or you haven’t subscribed for updates, we’ve put together a heaping handful of our best customer experience posts from the past year […].

Customer Experience 110

Customer Experience Consulting Customers Customer Journeys 110

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. This is the sixth annual benchmark of CX activities, competencies, and maturity levels. This year we found an abundance of CX ambition and activity.

Report 120

Report Customer Connectedness Management Effort Score 120

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., Don’t settle for ordinary.

Hotels 100

Hotels Social Media Omni-Channel Trends 100

BlueOcean

MAY 18, 2022

Amy joined the Blue Ocean team as Communications Manager in 2010, bringing with her a wealth of experience in marketing, advertising, communication, and public relations. In 2015, Amy was promoted to Director, Marketing and Communications, and then Director, Sales and Marketing in 2018.

Sales 156

Sales Marketing Advertising Customer Care 156

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. Comcast (25%) and Charter Communications (24%) have the highest levels of consumers reporting bad experiences. Here’s the executive summary: To understand the effect of good and bad experiences, we asked 10,000 U.S.

Report 120

Report Customer Connectedness Groups Retail 120

Wired and Dangerous

JANUARY 5, 2015

Welcome to 2015! Create access to our organization that says we care about customer communication. 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. Bell, Simple Truths, June, 2013.

Innovation 70

Innovation Entertainment System Groups 70

Lumoa

MARCH 5, 2018

In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture. So did omnichannel communications and personalization. Does it sound familiar? So, what is actually happening to B2B customer experiences? Earlier, a large part of B2B companies simply ignored customer experience management as a whole.

B2B 303

B2B Company B2C Customer Experience 303

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. It was really good to hear him extol the importance of storytelling in communicating your customer experiences (good, bad, and downright ugly), a previous recommendation on this blog. But it works well.

Gamification 80

Gamification Exercises Airlines Customer Insights 80

Experience Matters

MARCH 18, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. The average rating for the TV service providers industry dropped from 54% in 2014 to 52% in 2015—the first time in the history of the Ratings that this industry has declined.

Effort Score 120

Effort Score Customer Experience Communication Industry 120

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. 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! The best of customer communication.

Self Service 72

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

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

Steve DiGioia

MAY 25, 2020

Customers need to feel the warmth of communication and the welcome of rekindled companionship. Copyright © 2015-2020 Steve DiGioia. ? Move freely, be animated. It’s ok to wave goodbye – it may even be preferable because it’s an outward show of how much you care. Click To Tweet. Like this post?

Policies 328

Policies Tips Customers Groups 328

QuestionPro Audience

JANUARY 3, 2018

In addition to communicating with the customer, airlines use mobile apps to create an easy user experience for their customers, with the ability to manage your trips, check-in, and pay for checked baggage and flight extras such as wi-fi, all in one application. Airlines are looking to extend the customer experience in 2018.

Travel 294

Travel Airlines Consumers Loyalty 294

Experience Matters

MARCH 26, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. Download 2015 Temkin Trust dataset for $295 ( see sample file ). Four industry averages increased more than one point in their Temkin Trust Ratings between 2014 and 2015: Hotels (+4.2 Download 2015 Temkin Trust dataset for $295 ( see sample file ).

Wireless 120

Wireless Banking Airlines Hotels 120

InMoment XI

APRIL 10, 2015

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

Video 200

Video Conference Communication Brands 200

InMoment XI

APRIL 10, 2015

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

Video 200

Video Conference Communication Brands 200

InMoment XI

APRIL 10, 2015

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

Conference 200

Conference Communication Brands Customer Experience 200

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. Below is the revival of my original blog post from 2015. However, one specific aspect of Customer Experience that interests me in particular and is something I’ve been attuned to for years is the art of communication.

Communication 147

Communication Study Meeting Course 147

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Below are the top six customer service trends for 2015 according to Forrester : 1. According to Forrester, emerging customer support channels such as mobile and web self-service and video chat will gain momentum in 2015.

Trends 40

Trends Self Service Customer Service Customer Centricity 40

Provide Support

OCTOBER 12, 2016

Words to Avoid in Live Chat Communication. While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. The words you use to communicate can convey a lot of meaning. The words you use to communicate can convey a lot of meaning.

Communication 40

Communication Customer Service Representative Tips Customer Service 40

PeopleMetrics

JULY 14, 2015

Winners of the 2015 Award are: Jen Beier of 1st National Bank. Chris Patryn, who won a Brand Ambassador award in 2014 for American Hotel Register Company, uses a simple formula for communicating with customers: “It might sound simple, but be nice! Brian Hecker, Partner at Crowe Horwath LLP. Michael Earles, Manager at Crowe Horwath LLP.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

Michelli Experience

FEBRUARY 14, 2017

Later we learned to communicate through written symbols and today it seems the most preferred communication medium is words shared through video. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey.

Video 235

Video Retail Communication Course 235

Talkdesk

JANUARY 26, 2015

So why is 2015 any different? Because failing to provide customer-centric support could literally sink your business in 2015. Now allow me to keep it with some helpful tips on how you and your team can provide better customer support in 2015: Tip #1 Know everything about your customers. Do I have your attention now? Not so fast!

How To 40

How To e-support Effort Score Tips 40

Up Your Service

DECEMBER 29, 2015

The post Top 5 Provocative Posts from 2015 appeared first on UP Your Service. Measure the Leading Indicators of a Stronger Service Culture. by Ron Kaufman. Which post is your favorite? What are your thoughts and comments? We look forward to hearing from you!

Culture 40

Culture Measurement How To Communication 40

Up Your Service

DECEMBER 29, 2015

The post Top 5 Provocative Posts from 2015 appeared first on UP Your Service. Measure the Leading Indicators of a Stronger Service Culture. by Ron Kaufman. Which post is your favorite? What are your thoughts and comments? We look forward to hearing from you!

Culture 40

Culture Measurement How To Communication 40

Clicktools

AUGUST 16, 2017

Technology in the digital transformation has changed every aspect of business—especially how we communicate with customers. The following is a brief overview of the 5 W’s of customer communication, and the tech that makes them all possible. The best way to communicate with customers is how they prefer it most.

Communication 40

Communication Technology Customer Journeys Social Media 40

Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. Employee engagement: Employees are empowered to deliver a positive customer experience. The Business Case for Customer Experience Maturity The benefits of achieving higher levels of customer experience maturity are clear.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. See you in 2015. All set with your shiny new strategies and bold new plans? Today is the day!

Entertainment 247

Entertainment Leadership Social Media B2B 247

Wired and Dangerous

DECEMBER 23, 2014

In innovative service, thank you means communicating gratitude in a fashion that makes customers feel your authenticity. What are you doing to deliver an authentic communication of gratitude to your customers, your family, your friends and everyone else who helped you make 2014 the best during very tough economic times? Chip and John.

Innovation 141

Innovation Fashion Course Communication 141

Kerry Bodine

JUNE 7, 2017

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. The answer is questionable, as JetBlue’s stock price has fallen sharply from an all-time high of nearly $27 per share in September 2015 to roughly $17 at press time.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Talkdesk

AUGUST 28, 2020

Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself. Following six years of a challenging journey as a call center agent, I joined Talkdesk® as a technical support representative in 2015. The beginning of my story is no different than so many others.

Leadership 122

Leadership Customer Experience Call Center Culture 122

Experience Matters

JUNE 4, 2015

Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies).

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

Provide Support

JANUARY 27, 2016

Professional But Human Communication in Live Chat: How Not to Sound Like a Robot. In the age when technology rules, natural human communication still matters a lot. In the age when technology rules, natural human communication still matters a lot. © 2003 - 2015 Provide Support LLC. Yes, indeed. Read more.

Communication 40

Communication Touchpoint B2B Customer Satisfaction 40