Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. 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.

Customer Insights 100

Customer Insights Industry Innovation Sales 100

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. I’d advise other Customer Insight leaders to think of attending similar events.

Gamification 80

Gamification Exercises Airlines Customer Insights 80

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

Innovation 200

Innovation Customer Insights Technology Strategy 200

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

Innovation 200

Innovation Customer Insights Technology Strategy 200

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

Innovation 200

Innovation Customer Insights Technology Strategy 200

CSM Magazine

AUGUST 10, 2017

However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand. With global growth being less than 4%, that means insight organisations are projected to grow at least eight times faster than global GDP.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Think Customers

NOVEMBER 17, 2015

This week, as we recognize and celebrate the 2015 1to1Media Customer Champions, it's a reminder of the communal characteristics that are shared by customer advocates. They place customers at the center of their strategic efforts. They also listen to and act on customer feedback.

Customer Insights 40

Customer Insights Customers Feedback Customer Experience 40

ijgolding

MAY 6, 2020

Budapest Bank had actually started its customer experience program at the end 2015. The model has 6 elements to it – elements that define the required competencies for Budapest Bank to become sustainably customer centric: strategy. customer insight. customer journey management. governance. measurement.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

Chadwick Martin Bailey

DECEMBER 30, 2015

A few times a year, we sit down with a client to talk about their work and the ideas about customer insights. Earlier this year, our own Judy Melanson sat down with Avis Budget Group’s Eric Smuda to talk about the customer experience, working with suppliers, and consumer insights. Read to find out !

Analytics 52

Analytics Consumers Analysis Consulting 52

Forrester's Customer Insights

APRIL 6, 2016

Organizing" is a topic that customer insights (CI) professionals and their marketing, digital, and other business partners are asking about. For example, 74% of firms say they want to be "data-driven," yet only 29% say they're good at connecting insights to actions. There's good food for thought in that statement.

Customer Insights 20

Customer Insights Analytics Customers Report 20

GetFeedback

DECEMBER 27, 2018

To increase engagement, surveys need to live where your customers live: on their phones. Mobile-only internet users surpassed desktop-only in 2015 —a major landmark in the mobile space. From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. What drives customer satisfaction ?

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

Forrester's Customer Insights

JANUARY 25, 2017

That's up from 2015, but only by 3 percentage points - out of alignment with the investment in insights capabilities. So, it's action time - to drive more value from insights. Customer insights teams must up their game now, and a center of excellence (CoE) is a first step. customer insights.

Customer Insights 20

Customer Insights Analytics Analysis Consumers 20

Forrester's Customer Insights

JANUARY 20, 2015

" BUT, because their tools and strategic initatives relegate social to a function of customer service or PR, social analytics limps along, year after year, triaging crises, and pleading for money and influence in the organization, with limited success. Customer Insights' I'm @allsnsmth.

Technology 20

Technology Marketing Analytics Customer Insights 20

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Forrester's Customer Insights

JUNE 3, 2016

For example, in 2016, data and analytics pro's reported that still only 49% of business decisions are made using quantitative information and analysis - as opposed to subjective factors such as experience, gut feeling, or opinions (up 3 percentage points from 2015). Read more Categories: #big data. Market research. centers of excellence.

Customer Insights 20

Customer Insights B2C Analytics B2B 20

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). More information can be found on www.peak.capital.

B2B 98

B2B Feedback Technology Customers 98

Forrester's Customer Insights

MAY 18, 2021

Progressive web apps (PWAs) have been around since the standard was created by Google in 2015. It’s arguable that Steve Jobs announced them back in 2007—although his enthusiasm may have been curbed later by the fees the Apple App Store could claim for iOS platform apps.

Technology 59

Technology Customers 59

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. According to the company, customer insight helped shape major elements of the store.

Retail 191

Retail Innovation Strategy Omni-Channel 191

Experience Investigators by 360Connext

DECEMBER 11, 2014

5 Areas of Customer Insights You’re Missing. How Developed is Your Customer-Centric Strategy for 2015? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Photo credits: ZenNomad , kaybee07 via Creative Commons license.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

APRIL 6, 2015

That choice even makes the longer drive to the Safari Park a part of the customer’s expectation. Kaisa Ilola (@KaisaIlola) March 25, 2015. serves as a CX Expert with the Customer Experience Professionals Association and is. a Certified Customer Experience Professional (CCXP). Empowerment makes all the difference.

Customer Experience 110

Customer Experience Conference Customer Experience Professionals Roadmap 110

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

Healthcare 50

Healthcare Insurance Hotels Hospitality 50

Alida

AUGUST 26, 2016

Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Advocate communities allow brands to mobilize their most passionate, loyal customers.

Social Media 100

Social Media How To Innovation Software 100

Maz Iqbal

DECEMBER 30, 2014

It is the time of the year that many are pushing out their predictions for 2015. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out. It occurs to me that this is question worth pondering and answering as you/i head into 2015. I am not in that business: I lack a crystal ball.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59

Forrester's Customer Insights

JULY 17, 2023

In late 2015, Forrester introduced a new networking concept called business optimized network (BON). An idea that networks needed to be designed for the business you’re in. Among the Silicon Valley unicorns, this has been commonplace. However for classic Fortune 500 companies, this is just emerging.

Company 26

Company Customers 26

Alida

JULY 21, 2017

Creating a close relationship grows the lifetime value of your customers. Here are three examples of how smart brands have fostered a mutually beneficial relationship with their customers, and how you can do the same. Dove leverages customer insight to shape a provocative campaign. And it includes their time and input.

Customer relationships 154

Customer relationships Examples Brands Study 154

Forrester's Customer Insights

NOVEMBER 8, 2021

But lessons drawn from Forrester’s 2015 forecast, Death Of A (B2B) Salesman, raise doubts on that theory. Tech leaders and business executives invest in process automation technologies because they expect that productivity gains will translate into cost savings through reduction in employees.

B2B 45

B2B Report Technology Customers 45

Forrester's Customer Insights

JULY 29, 2015

My Brief: Demystifying Real-Time Interaction Management provides further details and defines RTIM as enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints.

Interaction 20

Interaction Management Touchpoint Groups 20

Strativity

APRIL 11, 2018

The availability of this richer information provides improved customer insight. Starting in January 2015, CMS only awarded payments to plans (not providers) with ratings of 4 or higher. 1 Patient Engagement: Happy Patients, Healthy Margins , 2015.

Healthcare 67

Healthcare Multi-Channel Touchpoint Hospitality 67

Forrester's Customer Insights

MARCH 1, 2021

A few months before I joined Forrester in 2015 I found a blog that introduced a new incident response (IR) metric written by @rickhholland “Mean Time Before CEO Apologizes”. Rick introduced this – not exactly tongue in cheek metric for IR – because the playbook was so familiar. Get breached, release a serious apology video, […].

Metrics 47

Metrics Video 47

ijgolding

OCTOBER 3, 2016

What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. As well as being a speaker at numerous conferences, Sharad is a regular contributor and writes about key trends and insights in the customer engagement space for publications including Smart Customer Service.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ReviewTrackers

MARCH 2, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. 25 percent of patients wrote reviews about their physicians in 2012 compared to an increase of 33 percent of patients in 2015. The reason why?

Study 50

Study Hospitality Trends Healthcare 50

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). More information can be found on www.peak.capital.

B2B 52

B2B Feedback Technology Customers 52

Forrester's Customer Insights

OCTOBER 22, 2020

Since 2015, Amazon has hosted its annual summer sale, Prime Day, an exclusive deal event for its Prime members. In 2019, shoppers purchased more than 175 million items during the event, and its sales surpassed the prior year’s Black Friday and Cyber Monday sales combined.

Retail 42

Retail Sales Customer Engagement Trends 42

Forrester's Customer Insights

MAY 3, 2021

When Verizon acquired AOL in 2015 and then Yahoo! […]. to private equity group Apollo for a hefty $5 billion, backing off its foray into media and advertising technology (adtech) and retrenching to its core competence as a mobile telco. This news should come as no surprise.

Advertising 35

Advertising Groups Technology Customers 35

Think Customers

JUNE 24, 2015

But, for Mountain American Credit Union (MACU), Bronze winner in the Innovation in Customer Insight category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, collecting both solicited and unsolicited feedback has become central to advancing customer and employee engagement.

Meeting 40

Meeting Engagement Employee Engagement Innovation 40

Forrester's Customer Insights

APRIL 11, 2022

Forrester’s Customer Experience Index (CX Index™) captures data about customers’ perceptions of the quality of their experiences for more than 500 consumer brands. smart, unbiased math) to interpret how those perceptions of customer experience drive loyalty. We use statistical algorithms (e.g.,

B2B 26

B2B Loyalty Consumers Brands 26