Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S. H-E-B and credit unions took the top spots in the 2015 Temkin Trust Ratings , while USAA took three of the next four spots for its banking, insurance, and credit card business. consumers during January 2015.

Airlines 120

Airlines Insurance Wireless Banking 120

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

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. Activision demonstrates its commitment to creating great game player experiences in a multitude of ways, such as emphasizing the use of player feedback to identify improvement opportunities. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Horizon CX

APRIL 1, 2024

Voice of the customer (VOC) program: The organization has a systematic process for collecting and analyzing customer feedback. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. This feedback can be used to identify areas for improvement and track your progress over time.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Departments that could help improve the business end up swimming in an ocean of valuable feedback that isn’t acted upon. Close the loop with the customer.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

Kerry Bodine

OCTOBER 11, 2021

Medallia , a customer experience and employee experience feedback company. In the small and midsize company category , customer experience feedback company Alida ranked third. 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

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

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. After a very bad or very good experience, consumers are more likely to give feedback back directly to the company than they are to post on Facebook, Twitter, or third party rating sites. Download report for $195.

Report 120

Report Customer Connectedness Groups Retail 120

Thematic

JULY 19, 2022

'Cleano' in its natural habitat But is it the same when it comes to AI analyzing feedback? Let’s dig into this topic and see some real examples of how AI and people can collaborate to get the best insights from feedback faster. Then I came across customer feedback analysis. Can you trust a black box approach?

Feedback 71

Feedback Analytics Analysis How To 71

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. The point of our exercise, where much went wrong – but that is the curse of the ‘live demo’ – was to design more fun ways for customers to give feedback. But it works well. To check out more of these creativity aids see their website.

Gamification 80

Gamification Exercises Airlines Customer Insights 80

ijgolding

DECEMBER 19, 2016

Two days ago, my wife was asked to participate in a Sky customer feedback survey. You apparently don’t respond to survey feedback anymore as the team who dealt with this work no longer exists. Stuart seemed to think I wanted to know what would happen to the agent following my feedback…that wasn’t what I wanted at all.

Feedback 120

Feedback Examples Survey Customers 120

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Customers benefit from sharing feedback too. Online surveys are an essential tool in any customer feedback program. The feedback conundrum. This is a unique problem. Survey purpose. Survey length.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

NICE inContact

OCTOBER 31, 2019

“Flow is when a person is engaged in a doable task, is able to focus, has a clear goal, receives immediate feedback, moves without worrying, has a sense of control, has suspended the sense of self, and has temporarily lost a sense of time” ( Psychology Today, 2015 ). Provide immediate feedback.

Contact Center 136

Contact Center Management Call Center Sports 136

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! Well lucky Micah’s post has detailed nine easy to measure steps you should consider implementing to get data, feedback and results. The best of customer experience.

Self Service 72

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

Provide Support

DECEMBER 22, 2015

Customer feedback. Feedback is necessary for a variety of reasons. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015. Not only does it allow you to gauge how you’re perceived by your customers, but it also helps new customers find you. Read more. Permalink | No comment.

Feedback 40

Feedback How To Customers Customer Experience 40

PeopleMetrics

JULY 14, 2015

Winners of the 2015 Award are: Jen Beier of 1st National Bank. PeopleMetrics is pleased to announce its 2015 award winners and congratulates the companies that employ them. Our customer experience management software makes it easy to collect and respond to customer and employee feedback. Three Qualities of Brand Ambassadors.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

Experience Matters

MARCH 26, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S. Download 2015 Temkin Trust dataset for $295 ( see sample file ). Four industry averages increased more than one point in their Temkin Trust Ratings between 2014 and 2015: Hotels (+4.2

Wireless 120

Wireless Banking Airlines Hotels 120

PeopleMetrics

JANUARY 12, 2015

In 2015, we’re improving the look and feel of our Voice of the Customer platform. The upcoming update is based on user feedback, and it’s a major step forward in our ongoing development to improve our user experience (UX). Customer Feedback Voice of the Customer' We’ll get back to you as soon as we can.

Feedback 48

Feedback Report User Experience Customers 48

GetFeedback

JULY 11, 2018

Much of this can be attributed to the passive approach that businesses take towards customer feedback, where they expect disengaged customers to contact them with complaints or feedback they’d like to share. Unfortunately, many companies don’t realize they’ve lost touch with customers until it’s too late.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

Waypoint Group

APRIL 21, 2015

Those who wish to become accredited can go through Customer Success University on Monday, May 11, and CS teams who would like hands-on applications and templates for enhancing voice of customer feedback can do so in our workshop on Thursday, May 14. The post Customer Success Week 2015 is Almost Here appeared first on Waypoint Group.

Customer Success 40

Customer Success Conference Fashion Voice of Customer 40

GetFeedback

NOVEMBER 20, 2018

Plus, it reminds recipients that you care about their feedback. Think about using a survey email subject line that emphasizes the power of the recipient’s feedback. Example : We need your feedback! According to Campaign Monitor , 53% of emails were opened on mobile devices in 2015. Not sure what this looks like?

Survey 246

Survey Strategy Tips Culture 246

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. We want to hear your feedback and deliver what you’re seeking, so don’t be shy! See you in 2015. All set with your shiny new strategies and bold new plans? It’s ok if you’re facing the calendar and thinking “already!?”

Entertainment 247

Entertainment Leadership Social Media B2B 247

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. I sincerely hope you've enjoyed following along as much as we've enjoyed writing for you.

Customer Experience 48

Customer Experience Banking Metrics Customer Experience Management 48

Avaya

SEPTEMBER 2, 2016

The campaign, the Fiesta Movement, was a huge success, increasing awareness of the new vehicle—and giving Ford invaluable feedback from real users, literally the word on the street. The post Building Innovation on Customer Feedback appeared first on Avaya Connected Blog.

Innovation 40

Innovation Feedback Contact Center Customers 40

Lumoa

NOVEMBER 29, 2021

Companies receive real-time feedback in massive volumes if they only start listening to their customers. Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. Ask your customers!

ROI 259

ROI Customer Experience NPS Financial 259

GetFeedback

MAY 5, 2019

No matter whether customers are happy with your product or not, sometimes it can be a callous work to make them leave feedback regarding their experience. Then they process the collected impressions individually and provide personalized feedback whenever it’s possible. Business example: American Express. .

Sales 277

Sales Loyalty Programs Social Media Policies 277

Experience Matters

AUGUST 6, 2015

In January of this year, we collected feedback from 10,000 consumers and ended up with at least 100 responses for 293 companies across 20 industries (see full list of companies (.pdf) Purchase full 2015 TIEQ dataset for $195. Purchase full 2015 TIEQ dataset for $195 Download this sample excel file (.xls)

Innovation 120

Innovation Airlines Banking Communication 120

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

Vonage

FEBRUARY 23, 2017

This means it’s crucial that businesses invest in robust systems capable of tracking customer feedback across multiple channels. According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Consumers won’t trade price for bad service.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

NICE inContact

JULY 25, 2019

2) Ask for Feedback. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise. According to Randstad (2015), 86 percent of employees quit their jobs due to an absence of career development. 4) Help Your Agents Set a Career Path.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. Especially during these times, feedback will be crucial. Leslie Cottenjé: “Our main focus is obviously continued growth.

B2B 98

B2B Feedback Technology Customers 98

Alida

JULY 5, 2017

In 2015 alone, the world’s biggest companies spent $680 billion in research and development. Clearly, CPG companies must change their strategy to one that’s guided by direct feedback from shoppers. Selling directly to consumers also offer an opportunity to collect data and feedback from customers. Build brand awareness directly.

Company 113

Company Retail Consumers Strategy 113

Customer Bliss

MAY 23, 2017

In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” Her boss told her that she’d be able to observe, but not change anything right now — but the 2015 Belmont Stakes would be her show. The 2015 Belmont Stakes. This helped break down silos.

Sports 142

Sports Customer Experience Hospitality Retail 142

Experience Matters

JUNE 4, 2015

Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies). Customer Connectedness : Customer feedback and insight is integrated throughout your organization.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

ReviewTrackers

FEBRUARY 10, 2021

Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. . In 2015, Microsoft announced the launch of Microsoft Philanthropies to expand its commitment to corporate philanthropy around the world. . Why Corporate Reputation Management?

Management 123

Management Social Media Culture Advertising 123

Clarivate

FEBRUARY 3, 2022

Designed in 2015 to be a “blueprint to achieve a better and more sustainable future for all,” the United Nations’ Sustainable Development Goals (SDGs) have caught the attention and the imagination of the research community.

Government 98

Government Analytics Innovation Analysis 98

BirdEye

AUGUST 29, 2023

Better your Business with Customer Feedback Want to see the impact of Birdeye on your business? Businesses can measure customer satisfaction by conducting surveys, customer interviews, and analyzing customer feedback across various channels. Ask for feedback Asking for feedback is crucial. Watch the Free Demo Now.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98