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

Comm100

MARCH 2, 2022

Many consumers choose to join a credit union based on this principle, and so expect to receive the very best member engagement that reflects this priority. Why is member engagement so important to credit unions? To deliver this level of service, member engagement is critical. Table of contents. Current members are ‘phygital’.

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Engagement How To Chatbots Omni-Channel 130

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Matters

FEBRUARY 16, 2016

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. The research is based on an online survey on Q3 2015. Take a look at our Employee Engagement Resource Page). Here’s the executive summary: We used the Temkin Employee Engagement Index to […].

Employee Engagement 120

Employee Engagement Study Report Engagement 120

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. The post THE 2015 CUSTOMER EXPERIENCE OUTLOOK appeared first on Mike Wittenstein. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. You’ll also find articles from : B.

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Customer Experience eBook Customers Meeting 100

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.

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Analysis Omni-Channel Customer Experience Brands 120

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. This report has rich insights about both B2B and B2C customer experience.

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Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Investigators by 360Connext

MARCH 12, 2015

Have a listen and then be sure to subscribe to hear more from SXSW 2015. 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.

Customer Experience 110

Customer Experience Fashion Social Media Innovation 110

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 […].

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Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. This is the sixth annual benchmark of CX activities, competencies, and maturity levels.

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Report Customer Connectedness Management Effort Score 120

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

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.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

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. Employee engagement? The post What’s the customer experience focus for 2015? Customer Experience Employee Engagement Resources Voice of the Customer' Is it the role of emotions?

Customer Journeys 83

Customer Journeys Customer Experience Employee Engagement Conference 83

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. In 2015, that’s all subject to change - and rightfully so.

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Chief Customer Officer Customer Centricity Retail Culture 80

Kerry Bodine

OCTOBER 11, 2021

In the past, one of my favorite studies to cite showed a correlation between employee engagement at big box retailers like Kohl’s, Costco, and Best Buy and customer satisfaction with those same firms. But with a publication date of 2015 , it’s a stretch — to say the least — to call it an accurate representation of the current market.

Connections 227

Connections Employee Engagement Study Employee Experience 227

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

Customer Experience 60

Customer Experience eBook Customer Experience Design Employee Experience 60

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. All in all, it was an engaging day that was clearly popular. Most businesses now recognise that genuinely engaging your employees is a key to improving customer experience. But it works well.

Gamification 80

Gamification Exercises Airlines Customer Insights 80

Beyond Philosophy

NOVEMBER 17, 2014

As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The article reports that a mere 30% of Americans “feel engaged at work,” according to the 2013 Gallup poll, leaving the remainder somewhere between indifferent and disgruntled. What Walmart and Google Show Us About Employee Engagement.

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Employee Engagement Engagement ROI Course 164

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

Experience Matters

DECEMBER 19, 2017

We focused on Elevate Purpose in 2017, Intensify Emotion in 2016, Engage Employees in 2015, and Amplify Empathy in 2014. Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community. We’ve decided to label 2018 as “The Year of Humanity.”

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Groups Engagement Customer Experience Customers 267

Experience Investigators by 360Connext

JUNE 22, 2015

Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects. A video posted by Chicago Botanic Garden (@chicagobotanic) on Apr 15, 2015 at 7:00am PDT. Share innovation as it happens. Help users find each other and support your brand.

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Social Media Engagement Video Innovation 110

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. According to LoyaltyOne’s October 2015 survey of more than 1,000 consumers, 47% of Cyber Monday shoppers said they’d be reluctant to make an in-store holiday season purchase from a retailer with whom they have an unhappy online experience. will rise between 6 and 8% this year. billion holiday haul.

Self Service 40

Self Service Customer Service e-support Retail 40

Think Customers

JANUARY 3, 2016

As we embark on a new year, we can't forget the dominant trends of 2015. From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience.

Customer Journeys 40

Customer Journeys Customer Experience Engagement Trends 40

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

Experience Matters

JANUARY 7, 2016

In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” ” To help accelerate the focus, we created our Engage Employees campaign. Here is some of the relevant content that we created in 2015: Video: Customer Experience Matters. Flexibility.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

ChurnZero

FEBRUARY 4, 2022

Engaging your investors starts by understanding what they care about. If perceptual or stylistic barriers are holding you back from engaging with investors, reframe your story. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

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

Alliance by IFS

APRIL 8, 2015

Many emerging field service trends from years past are solidifying themselves as industry-norms that service companie s should optimize on to achieve success in 2015 and beyond. Customer Experience and Engagement . Among the most impactful trends are: Heightened Customer Expectations. Improved Remote Assistance.

Trends 50

Trends Customer Satisfaction Customer Retention Customer Expectations 50

Engine Insights

OCTOBER 2, 2015

Each year, ORC International celebrates excellence in employee engagement amongst our clients around the world. Winners of ORC’s International Excellence in Employee Engagement Award achieve the highest engagement survey scores relative to external benchmarks. Looking to the future – a focus on becoming more customer centric.

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience. If your employees aren't engaged, it will be very difficult for them to delight your customers. It doesn't work that way.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

Tricia Morris

SEPTEMBER 15, 2015

A newly-released 2015 U.K. On September 29, 2015, join us for the first view of the results from our Global State of Multichannel Customer Service Report which compares and contrasts customer service expectations and preferences from the U.K., The post INFOGRAPHIC: 2015 U.K. the United States, Brazil and Japan.

Infographics 40

Infographics Customer Service Customer Centricity CRM 40

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Everyone knows that real estate is all about location, location, location. But are customer service preferences and expectations?

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Horizon CX

APRIL 1, 2024

Employee engagement: Employees are empowered to deliver a positive customer experience. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. Data-driven decision-making: The organization uses customer data to inform its CX strategy and decision-making.

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. See you in 2015. B2B Blog Customer Engagement Customer Experience Featured customer service Education leadership linkedin loyalty membership webinars' All set with your shiny new strategies and bold new plans? ” We’ve all been there.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Alida

AUGUST 24, 2016

How will you keep us engaged? When members of my generation feel valued, appreciated and secure, we respond with loyalty—and it’s loyal employees who are happiest, most engaged and work harder. Bonus tip: Engage with your Millennial employees on an ongoing basis. What makes your brand stand out enough to attract Millennials?

Engagement 100

Engagement How To Culture Policies 100

ijgolding

DECEMBER 2, 2015

Almighty is a digital advertising agency that specializes in customer engagement campaigns for brands such as New Balance, L.L. In the Spring of 2015, our strategy team undertook a study to understand the complex relationship between modern organizations and customer experience. Bean and OxFam.

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Engagement Customer Centricity How To Culture 96