OpinionLab

JUNE 17, 2016

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. However, very few organizations seem to be ready for this astonishing transformation in consumer habits.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Healthcare 60

Second to None

MARCH 8, 2019

Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 2] Employee Burnout.

Study 48

Study Financial Customer Centricity Employee Experience 48

CX Journey

AUGUST 13, 2015

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation.

Customer Journeys 80

Customer Journeys Effort Score Touchpoint Customer Voice 80

Second to None

MAY 15, 2018

For example, Volkswagen, which was strategically and patiently nurturing its reputation as an environmentally conscious brand, suffered a heavy blow to its equity after the emissions scandal in 2015. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Measurement 59

Measurement Brands How To Social Media 59

CX Journey

JANUARY 22, 2016

It was published on their blog on August 20, 2015. When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. Those voices come from customers, partners, employees, and customers through employees.

Innovation 80

Innovation Company Voice of Customer Meeting 80

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. not responding to feedback requests or joint account planning processes). Get customers to provide feedback!

NPS 40

NPS Financial B2B Exercises 40

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018).

ROI 54

ROI Study Financial Loyalty 54

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018).

ROI 48

ROI Effort Score Study Financial 48

Second to None

JANUARY 22, 2019

It doesn’t matter, according to Miles, if you are operating in a B2B or B2C environment, the key is to ask yourself, “What are our customers’ customers trying to accomplish?”. Protect the customer while removing friction from the transaction. Total revenue from mobile transactions is expected to double between 2015 and 2018.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

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. Nominees are rated based on their capabilities, results, and client feedback. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Waypoint Group

DECEMBER 3, 2015

B2B customer experience isn’t “owned” by 1 department: The best companies at this are then able to actively send the insights to other departments, increasing the ROI of any feedback work. Keep the communication open between the many people within an account and your team; feedback requests can’t be a one-time annual event.

B2B 40

B2B Customer Experience B2C Analysis 40

Retently

AUGUST 9, 2018

Customers’ desires are usually classified in a hierarchical structure, and each desire or need is assigned a certain level of priority depending on your business’ goals. Voice of Customer also represents your existing and target customers’ opinions regarding your products and services. Use Customer Feedback Surveys.

Feedback 93

Feedback CEM Net Promoter Score Social Media 93

Wootric CX Blog

MAY 12, 2020

It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. Here is more on how and why to customize the follow-up question. Reach end users.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. Governance is focused on enhanced data, process innovation and new customer metrics. No common tools or process. Level of maturity.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. After receiving numerous recognitions in his role at Citi, Eliason was named Executive VP, US Digital, and Customer Experience for Zeno Group in October 2015. Hilary George-Parkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. After receiving numerous recognitions in his role at Citi, Eliason was named Executive VP, US Digital, and Customer Experience for Zeno Group in October 2015. Hilary George-Parkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

OpinionLab

AUGUST 29, 2017

For example, IVR and other contact center technologies, store/branch feedback and various other mechanisms help identify where your omnichannel approach is falling short. When you look at customer retention across industries, the findings are quite striking. The difference between the 2015 and 2016 figures are clear.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

CX University

OCTOBER 19, 2017

The liquid within lithium ion batteries is highly flammable, which explains other phone explosions and issues over time , including Nokia issues in 2009 and an iPhone giving someone third-degree burns in 2015. They haven’t developed systems to effectively get feedback from them, involve them in decisions, gauge their reactions, etc.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

CX Workout - Ideas Blog

DECEMBER 22, 2020

Academic research has shown that evoking gratitude across customers or buyers leads to valuable behavioral outcomes such as positive word of mouth or recommendation (Soscia, 2007) and increased purchase intentions (Palmatier et al., 2015 further confirmed that gratitude fosters commitment and enhances loyalty. Eggert et al.,

NPS 52

NPS Financial Survey Effort Score 52

SurveySensum

JULY 14, 2020

Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. He founded Feedbackly, a customer feedback software in 2012, and CXForum, a CX network CX of CX professionals and companies to bring knowledge and methods together to create better experiences unconditionally in 2019. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Strativity

SEPTEMBER 15, 2015

News and Insights September 2015. Monthly Motivation: “When the sales pitch is exceptional, the customers’ expectations are heightened to levels that are almost impossible to satisfy. When service is exceptional, you create a loyal customer. .” Copyright © 2015 Strativity Group, Inc. Execution. .

Customer Centricity 40

Customer Centricity Strategy Infographics Study 40

Confirmit

MAY 31, 2020

BOI Payment Acceptance (BOIPA) launched our Voice of Customer (VoC) program in 2016 as a key component of our customer strategy. Together with our CX management partner W5, we started by identifying the relevant parts of the customer lifecycle we needed to measure and track. Staff engagement and continuous feedback loop.

Voice of Customer 52

Voice of Customer Measurement Feedback Course 52