Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

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

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. See you in 2015. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Entertainment 247

Entertainment Leadership Social Media B2B 247

CSM Magazine

FEBRUARY 16, 2016

“This report makes one thing clear: B2B companies have a window of opportunity to pull ahead of their competitors by investing in the area that benefits both their customers and their bottom line—Revenue Lifecycle Management,” said Christopher M. Increasingly demanding customers will require increased engagement to succeed.

Competitive Advantage 40

Competitive Advantage Study B2B Customer Engagement 40

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

Trends 40

Trends Self Service Customer Service Customer Centricity 40

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. Brand Ambassadors also build relationships with their customers.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

ECXO

MAY 15, 2023

The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. Raab first commented on MadTech in his Twitter feed and later in a CMSWire editorial , where he noted: “Most companies today struggle to integrate data and technologies within their marketing departments.

Tips 133

Tips Net Promoter Score Advertising Customer Journeys 133

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. So as a company you need to work harder to avoid negative customer experiences at all costs. So how can companies ensure they are emotionally engaging with customers?

Customer Engagement 48

Customer Engagement Engagement Social Media Sports 48

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year!

Customer Experience 48

Customer Experience Banking Metrics Customer Experience Management 48

GetFeedback

JULY 11, 2018

Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do. As a result, they overlook the pain points damaging the customer experience. In order to bridge it, you need a clear customer engagement strategy.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

Beyond Philosophy

MARCH 16, 2015

IT systems are part of the reason many Customer Experiences are poor but only part of the reason. The big IT companies are coercing organizations to believe all they have to do is buy an IT system and their Customer Experience will improve by magic. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 60

CEM CRM Conference Employee Engagement 60

Think Customers

DECEMBER 27, 2015

As we near the end of 2015, it's time to look back at the year's customer experience successes and failures in the hope that companies don't disregard them and that true learning develops from these mistakes. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 40

Customer Experience Customers Company Customer Engagement 40

Comm100

MARCH 4, 2021

Rather than focus purely on speed and time to resolution (and so keeping chats short), managers are encouraging agents to build rapport with customers and provide genuine, personalized support – and allowing chat duration to increase as a result. For those companies wanting to excel in their customer interactions, more is required.

Data 131

Data Omni-Channel Effort Score Report 131

Influitive

OCTOBER 11, 2015

Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm.

Customer Engagement 40

Customer Engagement Loyalty Engagement Social Media 40

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.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Acknowledge the Mobile Social Customer.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Think Customers

NOVEMBER 7, 2014

So if your CX is average, it''s just not good enough to win, serve, and retain customers. And it won''t get any easier next year: With companies investing more than ever to differentiate their customer experience, your average offering will soon be considered poor. 1to1Media.com/weblog.

Loyalty 88

Loyalty Customer Engagement Strategy Engagement 88

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Instead of relying on hunches, companies can make confident, data-driven decisions that save time and money. Customers benefit from sharing feedback too. The feedback conundrum.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Technology 110

Technology Customer Experience Social Media Trends 110

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet many companies still don’t quite get it right. 30, January 2015. What about you?

Customer Care 110

Customer Care Social Media Marketing Conference 110

Experience Investigators by 360Connext

JUNE 15, 2015

Women, he believes, consider the customer more. YWCA Chicago (@YWCAChicago) June 10, 2015. When the company is doing great, get worried about tomorrow. They were, for all purposes, a traveler’s cheques company. Help them focus and serve your customers, and THEN the shareholders will benefit.

Leadership 110

Leadership Innovation Social Media Consulting 110

Alida

APRIL 4, 2017

Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. In these precarious times, both established and new retail players need to focus on customer needs. Boosting value and providing a seamless end-to-end customer experience is key.

Retail 191

Retail Innovation Strategy Omni-Channel 191

Experience Investigators by 360Connext

DECEMBER 11, 2014

Full of energy and passion, they are warriors committed to taking down the tired, old big companies. They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. What happens when companies scale?

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Alida

JUNE 15, 2016

According to a 2015 IBM CEO study , it’s “impossible to personalize products, services or experiences without a clear idea of customers’ core values and what’s happening in their lives.” Customers not only want to inform the future of products and services but also decide how, when and where they interact with brands.

Marketing 100

Marketing Airlines Customer Centricity Study 100

Martin Hill-Wilson

JUNE 4, 2015

If organisations increased investment in a range of good workplace practices which relate to engagement by just 10% , they would increase profits by up to £1,500 per employee per year. Companies with engagement levels in the top quartile averaged 12% higher customer advocacy than those in the bottom quartile.

Customer Engagement 40

Customer Engagement Engagement Employee Engagement Roadmap 40

InnerTrends

DECEMBER 2, 2019

This is a scenario typical for companies that focus on the quantity of leads and employ automatic marketing strategies. However, Kissmetrics seems to have now moved towards a scenario typical for companies interested in the quality of the leads, who employ a sales team to convert them. learn more: Brainient , Wistia , Hootsuite.

Case Study 105

Case Study Study Metrics Strategy 105

Michelli Experience

AUGUST 31, 2016

Unbeknownst to many, Domino’s is an amazingly forward looking company. All of this disruption is designed to create an enriched customer experience! The first started in 2015 when Domino’s began testing driverless delivery vehicles (something Domino’s calls DRU – Domino’s Robotic Unit ). Now let’s take DRU aerial!

Technology 189

Technology Travel Innovation Study 189

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. . Quantifying the impact of bad customer service. Has Covid-19 widened the disconnect? . About Dixa.

Consumers 52

Consumers Brands Customer Service Data 52

Alida

MARCH 30, 2017

At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry. Trimboli highlighted three benefits of using customer insight. Launching new brands successfully. In the U.S.,

Customer Insights 100

Customer Insights Industry Innovation Sales 100

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? Yet, on chat, just 14% of Health/Beauty companies responded successfully. retailers uncovered a mixed picture.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

Michelli Experience

MARCH 15, 2017

Fiji produces a billion bottles of water a day in a country where more than half of the locals don’t have safe drinking water and while the town of San Pellegrino is known for water from volcanic mineral springs, Pellegrino’s bottled water requires the injection of bubbles at the companies bottling plant. billion gallons in 2015 to 12.8

Trends 230

Trends Brands Sales Course 230

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Leaders often not aligned: what they want for the customer. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. Other topics that dominated included the challenges around multi-channel, “nomadic” customers and how difficult it is to understand them.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Michelli Experience

SEPTEMBER 19, 2017

I’m not sure if you are still reading given recent findings on just how short attention spans have become but here goes… I knew things had gotten bad back in 2015 when I read an article in The Telegraph titled Humans have shorter attention span than goldfish, thanks to smartphones. That was 2015! Smartphones Fault?

Sports 113

Sports Consulting Advertising Report 113

Calabrio

FEBRUARY 24, 2016

Customer Experience. “In In 2015, it gained momentum. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Eptica

MARCH 31, 2016

Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands. Being able to find answers to their questions quickly is therefore a vital part of the customer experience.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. Next Generation Customer Experience ConferenceSan Diego.

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110