CSM Magazine

MARCH 18, 2024

In an ambitious stride towards enhancing support available for vulnerable customers, Helen Pettifer Training Ltd announces the launch of its new website. The FCA Financial Lives survey indicates that around 47% of all customers have characteristics that could make them vulnerable.

Training 52

Training Government Financial Resources 52

OpinionLab

NOVEMBER 1, 2016

Customer experience has been a buzzword at many past Forrester conferences, but what struck me at CXSF was the connection being made between CX and quantifiable business value. OpinionLab provides the real-time customer insight to help on both counts. Here’s how. 3) CX innovation is accelerating.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

Customer experience has been a buzzword at many past Forrester conferences, but what struck me at CXSF was the connection being made between CX and quantifiable business value. OpinionLab provides the real-time customer insight to help on both counts. Here’s how. 3) CX innovation is accelerating.

Innovation 60

Innovation Return on Investment Airlines Study 60

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

CloudCherry

JANUARY 22, 2020

According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers. Only focused on surveys. Such technology solutions “make it possible to tap many more customer voices beyond individuals with whom the business interacts the most. 2010) Voice of the Customer.

How To 243

How To Social Media Analysis Feedback 243

Forrester's Customer Insights

JANUARY 23, 2023

In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.

Brands 48

Brands Customer Experience Analytics Consumers 48

Forrester's Customer Insights

MAY 1, 2018

Forrester Launches New Survey On AI Adoption There’s no doubt that artificial intelligence (AI) is top of mind for executives. AI adoption started in earnest in 2016, and Forrester anticipates AI investments to continue to increase.

Survey 42

Survey Strategy Technology Chatbots 42

Alida

APRIL 26, 2018

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

ijgolding

JANUARY 15, 2016

The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. Please also forward the survey to anyone who you think may find it of interest.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

OpinionLab

MARCH 17, 2016

This contrasts with the counterintuitive consumer survey methodology in which customers had to be selected and were largely restricted in the insight they might provide by endless structured questions….a OpinionLab’s Winter Release 2016 specifically addresses this issue.

Policies 108

Policies Effort Score Touchpoint Retail 108

ReviewTrackers

JUNE 29, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: The ability to provide an enhanced customer experience starts with improving workplace culture. For example, banks are careful not to trigger overdraft fees.

Culture 50

Culture Banking Feedback Customer Insights 50

Kerry Bodine

OCTOBER 13, 2016

This includes customer survey responses (like NPS ratings), operational data (like the how long it takes your agents to resolve each case), and financial data (like how much of each product or service you sell). Here’s how: Step 1: Home in on interesting questions with quantitative research.

Customer Journeys 120

Customer Journeys Financial Call Center NPS 120

Kerry Bodine

OCTOBER 13, 2016

This includes customer survey responses (like NPS ratings), operational data (like the how long it takes your agents to resolve each case), and financial data (like how much of each product or service you sell). Here’s how: Step 1: Home in on interesting questions with quantitative research.

Customer Journeys 120

Customer Journeys Financial Call Center NPS 120

Forrester's Customer Insights

SEPTEMBER 15, 2019

In September 2016, Forrester’s B2B Marketing and Sales research team published our first series of reports about account-based marketing. In November, we predicted that ABM would help boost B2B marketers’ customer obsession. We continue to survey the market to keep our finger on the ABM pulse. […].

B2B 47

B2B Survey Marketing Report 47

Hello Customer

MAY 17, 2020

Hello Customer was founded in 2015 by Leslie Cottenjé, Bram De Vos and Joeri Pansaerts as a SaaS platform that enables businesses to analyse customer experiences and expectations, automatically distil useful insights from them and subsequently take actions to optimise the customer experience.

B2B 98

B2B Feedback Technology Customers 98

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. They do not translate survey averages and percentages into dollars represented by the customers with varying sentiments.

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

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. And this number is only rising.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Chadwick Martin Bailey

DECEMBER 30, 2015

This means you get a variety of perspectives, experiences, and opinions on all aspects of market research, analytics, and strategy consulting from insights professionals doing some pretty cool work. A few times a year, we sit down with a client to talk about their work and the ideas about customer insights. Read to find out !

Analytics 52

Analytics Consumers Analysis Consulting 52

Chattermill

SEPTEMBER 11, 2019

The ultimate example of a company disrupting an industry with customer experience? Netflix, in 2016, represented 35% of all internet traffic in North America, boasting around 75 million subscribers worldwide. The average business has the average company has over 20 customer touchpoints. Share customer insights company wide.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Retently

OCTOBER 19, 2018

But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. trillion per year when their customers leave – and that’s only in the US. Uses Valuable Client Data to Build a Master View of the Customer Profile.

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. They do not translate survey averages and percentages into dollars represented by the customers with varying sentiments.

Voice of Customer 48

Voice of Customer Effort Score Metrics ROI 48

CCO Council

OCTOBER 28, 2017

A recent HBR article described a 2016 study examining the forecast rate of digital disruption. Executive search firm Russell Reynolds surveyed 2000 C-level executives in 15 industries, asking them to describe the expected rate of digital disruption during the coming 12 months.

Self Service 40

Self Service Chief Customer Officer B2C B2B 40

CX University

FEBRUARY 6, 2018

Companies with fewer than 500 employees: Employ 48% of the total workforce (US Census Bureau, 2016). Nowadays, large corporations are trying incredibly hard to walk in their customers’ shoes. They spend significant resources to glean information about what we want, using Big Data, customer surveys, focus groups, and more.

Customer Experience 71

Customer Experience Feedback Customer Centricity Loyalty 71

Hello Customer

MAY 17, 2020

Hello Customer was founded in 2015 by Leslie Cottenjé, Bram De Vos and Joeri Pansaerts as a SaaS platform that enables businesses to analyse customer experiences and expectations, automatically distil useful insights from them and subsequently take actions to optimise the customer experience.

B2B 52

B2B Feedback Technology Customers 52

ProProfs Chat

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

Forrester's Customer Insights

JULY 20, 2016

Customer insights professionals consistently ask me what other companies are doing to turn their customer data into actionable insights. I'm quite thrilled to share the results in my State of Customer Analytics 2016 report.

Analytics 20

Analytics Report Measurement Customer Insights 20

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? Place links and QR codes literally everywhere to make it easy for customers to give you their insights. Empower your employees to immediately pass along customers’ comments. 2) Focus on customers’ expectations.

ROI 54

ROI Feedback Survey Financial 54

Thematic

DECEMBER 5, 2018

Seemingly, customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest barrier was the inability of translating customer insights into business operations. Get data-driven insights with text analytics.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Wired and Dangerous

MARCH 21, 2016

Listening to learn from your customers can no longer be limited to the annual or semi-annual customer satisfaction survey. Customers’ expectations in our continuously connected world change much too quickly for that. It takes involvement to get insight! Customer Relationship Management | January & March 2016.

Social Media 70

Social Media Sports Banking Groups 70

Win the Customer

NOVEMBER 14, 2016

Think about it: why would a customer wait for weeks for an email response when they can tweet a brand and get an answer immediately? In the UK, more and more consumers are refusing to accept poor quality customer service. I bet you didn’t know your customers could also be one of your best sources of ideas. Conclusion.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Amity

DECEMBER 9, 2016

Do you send out NPS surveys? (If Add in a question that’s designed to help you find out more about your customers’ purchasing behaviours and motivations for using your product, or how they currently view you, depending on their lifecycle stage. — Jeremy A Williams (@jeremyawilliams) October 26, 2016.

Customer Success 48

Customer Success Marketing Company e-support 48

Lumoa

OCTOBER 12, 2020

Customer-centric businesses are not only more relevant to customers, but 5x more likely to be a top competitor in their industry, and 4x more profitable than competing businesses that don’t focus on customer experience (Forrester, 2016). What is the Customer Feedback Loop? The product team conducts an NPS survey.

Feedback 208

Feedback How To NPS Customer Centricity 208

Alida

MAY 25, 2016

In most organizations, data about customers typically resides in silos. Customer insight is often delivered as one-off reports which are closely held by the market research team. Strategic storytelling helps amplify the feedback and insight of your customers. Integrate historical data with new insight.

Meeting 150

Meeting Fashion Customer Insights Customer Confidence 150

Kerry Bodine

OCTOBER 4, 2016

Quantitative data is the stuff you can count and analyze statistically, like survey responses, site analytics, past purchase amounts, and the reasons customers call your support line. That means there’s a chance that your participants don’t represent your larger customer base. Quantitative Research. Quant/Qual Hybrid Research.

Customer Journeys 174

Customer Journeys Social Media Groups Data 174

Customer Bliss

AUGUST 9, 2016

Stephanie in particular has another interesting path for how she got into customer experience work – parlaying her background in journalism to use it to create compelling stories and actions for change. In 1983, they didn’t even call it “customer experience.” “Come to CXPA meetings and Insight Exchange.”

Government 0

Government Leadership Customer Experience Effort Score 0

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132