Kerry Bodine

OCTOBER 11, 2021

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. Medallia , a customer experience and employee experience feedback company. But much more data is needed in this area.

Connections 227

Connections Employee Engagement Study Employee Experience 227

Experience Investigators by 360Connext

MARCH 12, 2015

My hope this year, as I travel with my partner-in-chaos Lisa Diomede , is to find the glimmers of what’s next for customer experience. Here are a few ideas already seeming popular and interesting: Virtual reality in functional ways – how can we entice and empower customers with this technology? Listen now!

Customer Experience 110

Customer Experience Fashion Social Media Innovation 110

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

Zonka Feedback

JANUARY 5, 2023

Since 2015, the market has grown five times in just seven years. As the market grows, several SaaS products and services also come into picture to satisfy various needs of the SaaS users. This also increases competition in the market with time. SaaS is a growing industry.

Feedback 98

Feedback Strategy Customers Industry 98

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? appeared first on Heart of the Customer. Customer Experience Employee Engagement Resources Voice of the Customer'

Customer Journeys 83

Customer Journeys Customer Experience Employee Engagement Conference 83

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

C3Centricity

DECEMBER 20, 2021

Technology is often seen by marketing as a disruptor of business as usual, but it isn’t. It’s the customer, especially in industries that are not customer-centric. Amazon did not kill other retailers, bad customer service did. Not being customer-centric is the biggest threat to any business.”

Technology 218

Technology Strategy Customer Centricity Hotels 218

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. The customer is king” is an old saying, yet it has never been more relevant than it is now. Unhappy customers can swipe left or click a button, and poof ! Collaboration is Key for Customer Service Success.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Wired and Dangerous

MAY 5, 2021

A service-level agreement is an agreement between two or more parties, where one is the customer and the others are service providers. You can customize the PDF and add your own details to it using PDF Expert – the best PDF Editor app for iOS and Mac. Extension (Loan) Agreement Extends the maturity date of the loan. 76][77] U.S.

Policies 91

Policies Insurance Government Banking 91

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. My take: Customer experience is absolutely a powerful differentiator.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

iPerceptions

SEPTEMBER 2, 2015

It's the job of the modern marketer to stay on top of all the trends and stories that are impacting the digital arena. With customer experience and marketing strategy advancing at such a rapid rate here are the need-to-know developments from August 2015.

Customer Centricity 48

Customer Centricity Trends Customers Marketing 48

ProProfs Chat

DECEMBER 4, 2020

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. No, really.

Strategy 98

Strategy Customer Service Marketing Social Media 98

Alida

JULY 5, 2016

Growth in market research spending has been modest for the past few years, according to ESOMAR’s annual Global Market Research (GMR) report. Revenues being generated a year ago have broadly been maintained,” ESOMAR reported in its 2015 edition, saying the industry’s market growth is 0.1 Text analytics. Advanced analytics.

Marketing 180

Marketing Analytics e-support Social Media 180

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. Social customer care is going to be with us forever. 30, January 2015. What about you?

Customer Care 110

Customer Care Social Media Marketing Conference 110

Wired and Dangerous

JANUARY 5, 2015

Welcome to 2015! We believe this year will be remembered in years to come as one in which people in the world of work embraced the spirit of innovative service – consistently providing customers with a unique and unexpected customer experience creation. Make it super easy for our customers to reach us anytime and any way.

Innovation 70

Innovation Entertainment System Groups 70

Alida

JUNE 15, 2016

Today, customers advise brands on where markets are going—not the other way around. 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.” Introducing the research revolution.

Marketing 100

Marketing Airlines Customer Centricity Study 100

Alida

AUGUST 12, 2016

If there‰’s one generation that marketers can‰’t stop talking about, it’s the Millennials. As Millennials enter adulthood and their preferences impact the economy, marketers and researchers need to develop a deeper understanding of them. How can marketers best engage with millennials? A dislike for traditional marketing.

Customer Insights 100

Customer Insights Engagement Marketing Social Media 100

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. Robert Schmid (@roberteschmid) January 7, 2015. Here are a few ideas.

Marketing 110

Marketing Conference Innovation Transportation 110

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication.

Self Service 72

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

Storyminers

MARCH 11, 2019

From a modern branding perspective, successful storytelling acts as an emotional glue, creating a loyal audience and engaging new customers. From legacy brands like Disney and Apple to challenger brands like Warby Parker and Airbnb, a rich blend of history and marketing can create an experience that convinces people to try new things.

Marketing 113

Marketing Social Media Advertising Video 113

ClearAction

NOVEMBER 27, 2018

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. First Layer: All Customer Touch-Points. Find customer insights about “the how”.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Customers 74

CX University

JANUARY 14, 2019

A lot of customer experience pundits are talking about AI. They say it is ushering in a new age, a Customer Experience 3.0. As a notorious heckler, I thought I would have my team research the market, as it stands, in the closing weeks of 2018. However, when we look at market growth, we can see where the “hype” is coming from.

Survey 108

Survey Customer Experience Marketing Self Service 108

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. Legoland, home to the legendary construction toy, never struck me as a conference venue.

Gamification 80

Gamification Exercises Airlines Customer Insights 80

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. The result: happy, loyal customers. Clarabridge. NICE Systems. Rant & Rave.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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

Optimove

FEBRUARY 6, 2020

This acquisition completes Optimove’s new data infrastructure, Optidata , providing our clients with access to a realtime customer data platform (CDP). Axonite has been developing such technology—a robust event streaming framework built on Apache Kafka and Confluent—since 2015.

Marketing 75

Marketing CRM System Customer Care 75

Customer Bliss

MAY 23, 2017

In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” Lynn also oversees a lot in her role: marketing, event planning, social media, hospitality and group sales, owner relations, media relations, and more. where she served as Senior Vice President, Marketing.

Sports 142

Sports Customer Experience Hospitality Retail 142

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. 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. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Will it positively impact our market share?

ROI 259

ROI Customer Experience NPS Financial 259

GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Customer support is frictionless. And customers are happy to send new business your way. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index. The data was similar a year later.

Customer Experience 180

Customer Experience Analysis Customer Satisfaction Financial 180

ECXO

MAY 15, 2023

Image source: SAS If you’re a marketer, chances are you’ve heard about MadTech. So let’s dive into what MadTech is, why it’s important, how we got here and three tips you can use to get ready for marketing in a world driven by MadTech. But an even greater challenge lies on the horizon: integrating marketing technology with advertising.

Tips 132

Tips Net Promoter Score Advertising Customer Journeys 132

Alida

FEBRUARY 22, 2017

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them. Not really.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

Maru/HUB

JUNE 1, 2018

In 2015, Forbes’s wrote that “customers equate brands with experiences”. Three years later there is no debate about this fact – marketers know how imperative CX is to their objectives. Download the 6 ways marketers can begin to drastically improve customer experiences. appeared first on Maru/Syngro.

Marketing 40

Marketing Customer Experience Customers Brands 40

Kerry Bodine

JUNE 7, 2017

At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. But are customers sticking with JetBlue? and “Trays.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

C3Centricity

NOVEMBER 4, 2019

Marketing is an old profession. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies. The reasons are many, but the post “Head of Marketing, How Can You Keep Your Job When Most CMOs Are Losing Theirs?” Brand Building.

Customer Centricity 149

Customer Centricity Brands Advertising Consumers 149

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. Budapest Bank had actually started its customer experience program at the end 2015. customer insight. governance. measurement.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233