Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Clarabridge. NICE Systems. Rant & Rave.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Retently

MARCH 18, 2019

After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. Given that an NPS score averages between -100 and 100, it’s clear the NPS scores of these top companies match their brands’ level of popularity. Moreover, this was a 6% increase from 2015.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

Lumoa

JULY 10, 2018

Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. Because of the different switching barriers, the customer experience investments typically lead to highest return on investment in industries such as hospitality, retail and consumer products. Ask your customers!

ROI 303

ROI Customer Experience NPS Financial 303

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it a clickstream?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. Before joining Zurich he worked from 2004 to 2015 at Vodafone Spain in several roles such as Head of Customer experience, Head of Strategic Planning or Head of Competitive and Business Intelligence. The Importance Of Passion.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. See the 2015 Temkin Effort Ratings. It’s once again the time of year for me to publish my CX trends.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Kustomer

AUGUST 3, 2021

This study was based on the experiences of e-commerce retailer, a consumer marketplace, and direct-to-consumer retailers, who after switching to Kustomer, benefited from significantly lower CRM solution costs, increased agent productivity, and, for some, improved Net Promoter Score*. About Kustomer. Satmetrix Systems, Inc.,

Study 98

Study ROI Net Promoter Score CRM 98

Retently

AUGUST 9, 2018

They surveyed tons of targeted customers about every single feature the new car could have to see how willing consumers were to pay for each. By 2015, Cayenne sales generated around half of the Porsche’s total profit. You’re basically offering consumers exactly what they want – right down to the last detail.

Feedback 111

Feedback CEM Net Promoter Score Social Media 111

Alida

NOVEMBER 25, 2016

For instance, NewsCorp Australia, a 2016 Visionary Award Finalist for Asia Pacific , runs many studies within its insight community, engaging over 5,000 media consumers regularly. The result: 85 percent reduction in research costs in 2015 alone. Some brands use their community to build buzz and awareness.

ROI 100

ROI Measurement Brands Net Promoter Score 100

CX Journey

NOVEMBER 28, 2018

Back in 2015, I wrote a post titled Hey! The world is now awash in data, and we can see consumers in a lot clearer ways. Image courtesy of Pixabay Are you adding data to your journey maps? You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. Max Levchin, PayPal co-founder.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. ©2015 suitecx – Confidential Customer Journey Mapping Governance is at the top of the maturity curve Source: DataFlux Unaware Reactive Proactive Predictive People, Process, Technology Adoption Reward Risk CJM Architecture CJM Management CJM Governance.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Beyond Philosophy

NOVEMBER 18, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

inmoment

MAY 14, 2020

Many consumers are asking questions about their own healthcare coverage. Since the program was launched in late 2015, more than 100,000 members have collectively lost over 1 million pounds or an average of 7% of their body weight, according to United Healthcare. Who do I turn to with questions about the virus?

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

BirdEye

OCTOBER 5, 2023

Brand perception refers to how consumers view, think, and feel about a company and its offerings. Brand perception is subjective and can be influenced by consumer expectations, preconceived notions, and a company's reputation. It shapes consumer behavior and impacts a brand's success. What is the purpose of brand perception?

Examples 62

Examples Measurement Brands How To 62

OpinionLab

MARCH 17, 2016

This contrasts with the counterintuitive consumer survey methodology in which customers had to be selected and were largely restricted in the insight they might provide by endless structured questions….a a potentially abusive experience for empowered consumers. a potentially abusive experience for empowered consumers.

Policies 108

Policies Effort Score Touchpoint Retail 108

CSM Magazine

DECEMBER 11, 2015

A new Xerox report, ‘The State of Customer Service 2015’ reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons. Consumers continue to be increasingly hard to please. About the Study.

Net Promoter Score 40

Net Promoter Score Call Center Study Customer Care 40

Customer Guru

DECEMBER 13, 2017

With this pace of development, consumer expectation with brands is also increased massively. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. Do not wait for the organizational alignment before thinking of implementing NPS.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

BirdEye

AUGUST 29, 2023

Even recent studies suggest that most consumers prefer a phone call to get hold of a customer support representative. Your business should also consider other messages to provide customer support directly through the consumer’s phone, including, for example, the use of mobile apps and text messaging.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Eptica

NOVEMBER 20, 2015

Date: Friday, November 20, 2015 Systems versus service. Published on: November 20, 2015. – far too high for the energy consumed. So the customer service they provided was excellent – a 10 on the Net Promoter Score (NPS) scale. The bill arrived, and when I opened it I had a real shock.

System 48

System Net Promoter Score Contact Center NPS 48

CX Workout - Ideas Blog

DECEMBER 22, 2020

2015 further confirmed that gratitude fosters commitment and enhances loyalty. This was then followed up by asking NPS for both brands. Below are the collective NPS scores for the brands that went above and beyond and the brands that let people down. Eggert et al.,

NPS 52

NPS Financial Survey Effort Score 52

Chattermill

MAY 23, 2018

The increasing buzz around customer experience (CX) is good news for both brands and consumers. Consumers are actively looking at the brand’s reputation before purchasing: 93% say online reviews impact their purchasing decisions. They know exactly how much uplift in revenue they will get from increasing their NPS score by x points.

Marketing 40

Marketing NPS Effort Score ROI 40

Customer Bliss

APRIL 26, 2016

Consumer Markets at Liberty Mutual. Consumer markets business has 17,000 employees and generates $16.8B Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. .” Introducing Our Guest. Margie is EVP and CCO for U.S. The overall U.S.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere. On that note, let us focus on the positive side of customer service. This can be positive or negative.

Net Promoter Score 48

Net Promoter Score Customer Service Social Media Contact Center 48

Chattermill

JULY 31, 2019

Traditionally the only two-way interaction between a company and the consumer was at the point of sale and/or aftercare (which is often minimal and informal). Browse their websites, and it won’t take long to see them proudly referencing their NPS or Trustpilot scores. Providing extra insight behind an NPS score.

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45

SurveyGizmo

JANUARY 16, 2018

Better measurement of customer experience and loyalty via NPS surveys. Building and distributing surveys was difficult and time consuming. Vertafore has been able to prioritize and maintain a customer experience “center of excellence” approach across the business since implementing SurveyGizmo in 2015. NPS Surveys.

Customer Experience 40

Customer Experience Net Promoter Score Insurance Case Study 40

ijgolding

MAY 20, 2015

Lets us fast forward to May 2015. As a consumer I understand that and acknowledge that perfection is an unrealistic expectation. In April 2015, I hired another car from Enterprise. On the 19th May 2015 I was due to pick up a car from Enterprise to drive to a meeting in the evening. You guessed it – they did.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. In a recent report, they discovered that 67% of consumers believe that their standards for good experiences are higher than ever. We were able to literally just watch the scores decline.

Trends 40

Trends Brands Customer Experience Survey 40

Chattermill

JULY 31, 2019

Traditionally the only two-way interaction between a company and the consumer was at the point of sale and/or aftercare (which is often minimal and informal). Browse their websites, and it won’t take long to see them proudly referencing their NPS or Trustpilot scores. Providing extra insight behind an NPS score.

Customer Centricity 40

Customer Centricity Social Media Touchpoint Effort Score 40

PeopleMetrics

JANUARY 23, 2015

Are we turning CX inside-out in 2015? Customer-centricity appears to be a very real priority for CX leaders in 2015. Moving from a 50-year history of focusing on delivering products to the business market to delivering an experience to consumers. customer feedback leads to internal improvements). But why now?

Customer Centricity 48

Customer Centricity Culture Customer Journeys Roadmap 48

Survicate

MARCH 20, 2019

Micah Solomon wrote [a Forbes piece] about his visit to our office in 2015, when he saw a Nextiva employee record a video response in real-time to a tweet that came in with a question about a service we didn’t offer”. Run NPS surveys. “ Ask yourself these questions: How do they consume information? We have a mantra.

Tips 85

Tips Customer Centricity Social Media Insurance 85

Middlesex Consulting

MAY 31, 2015

This article was published in the May 2015 issue of “Efficient Manufacturing" magazine. Surprisingly, these customers are unable to explicitly articulate these deep desires when they give the mandatory yearly C-SAT/NPS feedback to their vendors. Pillai, is a Director of the India based consultancy Terragni Consulting (P) Ltd.

B2C 60

B2C B2B Omni-Channel Customer Experience 60

ProProfs Chat

AUGUST 21, 2020

According to a report , the top 10 companies in the Global Empathy Index 2015 generated 50% more earnings compared to the bottom 10. You can also share a Net Promoter Score (NPS) survey to measure the likelihood of your customers or employees referring your business to others. . If yes, then has any business benefited from it?

Culture 105

Culture How To Net Promoter Score Apparel 105

Talkdesk

SEPTEMBER 2, 2015

In the modern consumer landscape, customer service is more important than ever. We invited Samuli Zetterberg, CEO and Founder of Surveypal to share his wisdom with us on Tuesday, September 1, 2015. Consumers are getting more and more real-time service across many arenas, from DoorDash to Uber.

Customer Service 40

Customer Service Net Promoter Score Call Center Survey 40

Waypoint Group

DECEMBER 3, 2015

And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work. It’s familiar and easy find a free website that will tally up the responses and pop out an NPS. And only using 1:1 methods won’t scale and drain resources.

B2B 40

B2B Customer Experience B2C Analysis 40

SurveySensum

JULY 14, 2020

He is a New York Times #1 bestselling author and an international speaker on leadership, employee engagement, customer experience, customer loyalty, and consumer advocacy. Stuart Bishop has over two decades of experience in Customer Service and is a Companion Member of the Institute of Customer Service since 2015. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Feedbackly

SEPTEMBER 17, 2018

While there are many KPI’s used to measure customer experience, we often turn to customer satisfaction (% of customers who are ‘satisfied’ based on predetermined criteria), and NPS (Net Promoter Score). A good way to benchmark your business’ customer experience is to first create a customer journey map.

Customer Journeys 53

Customer Journeys Customer Experience Net Promoter Score Feedback 53

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

Social Media 45

Social Media Conference NPS Customer Success 45