Experience Matters

MARCH 16, 2017

We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group.

Interaction 240

Interaction Loyalty Trends Groups 240

Experience Matters

AUGUST 29, 2017

Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. consumer benchmark study, we asked a number of questions about people’s attitudes, employee behaviors, and company loyalty. In our latest U.S.

Study 434

Study Loyalty Groups Consumers 434

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

NICE inContact

OCTOBER 15, 2018

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. Can your contact center keep up with changing consumer demands? Consumers in all regions are most satisfied with online chat with a live agent, compared to ten other channels evaluated.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. in 2017[vii]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Win the Customer

MAY 15, 2018

Abercrombie & Fitch is counting on direct-to-consumer (DTC) sales to counter the retail apocalypse, Columbus Business First reports. leases expiring over the next two years, the fashion brand saw a 4 percent increase in sales, largely thanks to direct-to-consumer sales. billion a year to $5 billion. Appealing to Online Shoppers.

Retail 110

Retail Consumers Sales Industry 110

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

ShepHyken

FEBRUARY 13, 2017

Top 10 Customer Service Trends for 2017 [Whitepaper] b y Daniela Puzzo . Fonolo) This whitepaper examines 10 customer service trends that will dramatically affect the success of your support team in 2017. Here’s how tech can help with consumer loyalty by Adam Croxen. After all, loyalty is an emotion.

Customer Service 81

Customer Service Loyalty Programs Loyalty Trends 81

delighted

JUNE 3, 2021

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. However, this decrease in spending did not affect all retailers equally.

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

Experience Matters

JULY 10, 2017

We just published a Temkin Group report, Economics of Net Promoter Score, 2017. But how does this metric actually relate to loyalty? To uncover the relationship between NPS and loyalty, we asked 10,000 U.S. consumers […].

Net Promoter Score 55

Net Promoter Score Report Effort Score NPS 55

ShepHyken

APRIL 24, 2017

Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. The Huffington Post) Practical lessons any business could learn from the way big and successful companies have nurtured and retained their customer base by inspiring loyalty.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

NOVEMBER 27, 2017

Josh Linkner, innovation guru, shares four core ideas that build loyalty. Loyalty 360) Loyalty360 talked to Steven Bautista, the head of charity at Zappos, to find out more about Zappos for Good. 3 Ways to Make Your Loyalty Program More Social for the Holidays by Barry Kirk. Take one each week and discuss it… and act on it.

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. What can I do now?

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. What can I do now?

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Experience Matters

APRIL 24, 2018

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. consumers to rate how likely consumers are to forgive 318 organizations across 20 industries after they make a mistake. That’s why Temkin Group has been measuring forgiveness for eight years.

Groups 154

Groups Industry Loyalty Consumers 154

ShepHyken

OCTOBER 13, 2017

This week we feature an article by Jess Mizerak discussing the future of brand loyalty and how to continue to be successful in the world of E-commerce. That’s what your loyalty program should do. – Shep Hyken. It’s all just a part of consumer demand, and customers still demand the in-store experience.

Customer Centricity 73

Customer Centricity Loyalty Loyalty Programs Rewards Programs 73

ShepHyken

APRIL 3, 2017

My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Entrepreneur) What makes a brand strong in 2017? Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 42% of consumers have purchased more after a good customer service experience 2. 40% of customers switch loyalty because a competitor offers better customer service 2. trillion 1. But brands could be doing more.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

ReviewTrackers

SEPTEMBER 23, 2021

Which consumer habits have changed. Easy access to a smartphone or laptop makes it even more likely for consumers to place an order online instead of calling the restaurant or making a face-to-face order. A 2017 survey from Statista showed 34 percent of consumers who were willing to order online spent up to $50 per order.

Customer Satisfaction 114

Customer Satisfaction Industry Multi-Channel Consumers 114

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? COLLOQUY) The devices are consumers’ constant companion. My Comment: One of the more powerful customer loyalty strategies a company (any company, not just retailers) can have is to be able to market to and add value to the customer through their mobile number. .” Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

JANUARY 9, 2017

Fifty-eight percent of consumers and 77% of business buyers say tech has significantly changed their expectations of how companies should interact with them. Building Long Term Customer Loyalty in Disposable Times by Deborah Shane. My Comment: Loyalty is about long term relationships. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

Second to None

APRIL 3, 2018

In fact, the industry has accrued seven straight years of positive growth, totaling $780 billion dollars in 2017.[1] 2] Fast-casual brands need to make sure they are churning out positive customers via these interactions, because it is an easy source of establishing loyalty. Additionally, millennials spend 10.6% 1] [link]. [2]

Brands 63

Brands Consumers Rewards Programs Loyalty 63

Middlesex Consulting

MARCH 6, 2017

They derive this information for what appears to be an endless stream of consumer surveys and they present it in ways that are clear and timely. In their February 23, 2017 post “Customer Experience Leads to Recommendations (Charts for 20 Industries),” the Temkin Group published two figures, which are the subject of this post.

Loyalty 60

Loyalty Customer Satisfaction Transportation Customers 60

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. This is where we move from customer satisfaction to customer loyalty.

Customer Experience 40

Customer Experience How To Video Government 40

ShepHyken

JANUARY 16, 2017

5 Stages to Building Customer Loyalty by Melissa Gonzalez. My Comment: Customer loyalty doesn’t happen immediately. This article presents the case that customers go through five specific stages that lead them to loyalty. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. This is where we move from customer satisfaction to customer loyalty.

Customer Experience 40

Customer Experience How To Video Government 40

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries.

Self Service 63

Self Service Financial Banking Exercises 63

BlueOcean

MARCH 3, 2020

The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Their success story is focused on the challenges of launching a new consumer line of products designed at increasing brand awareness and gaining market share. Our consumer cybersecurity team members are true A-players at Blue Ocean.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 42% of consumers have purchased more after a good customer service experience 2. 40% of customers switch loyalty because a competitor offers better customer service 2. trillion 1. But brands could be doing more.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

ReviewTrackers

MARCH 31, 2021

A 2017 Accenture survey showed that 44 percent of health insurance customers believe it to be important that their providers not just offer insurance packages but health advice as well. Personalization is also one of the early building blocks of trust and value between the provider and consumer. Create a product “ecosystem”.

Insurance 123

Insurance Customer Retention Industry How To 123

Eptica

DECEMBER 6, 2017

Date: Wednesday, December 6, 2017 Meeting the CX needs of the connected consumer. Published on: December 06, 2017. Author: Vincent Giraud We live in the age of the connected consumer. Consumers are connected all through the day , using their devices from when they wake until last thing at night.

Connections 49

Connections Meeting Consumers Social Media 49

BlueOcean

JANUARY 21, 2020

Blue Ocean’s Stevie Award entry highlighted the incredible success they have achieved in supporting consumers with security and antivirus products from a leading security software company. Our consumer cyber security team is a perfect example. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

Clarabridge

JULY 20, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction, and loyalty for the advancement of their business.

Customer Experience 40

Customer Experience Multi-Channel Hotels Social Media 40

Middlesex Consulting

MARCH 5, 2017

They derive this information for what appears to be an endless stream of consumer surveys and they present it in ways that are clear and timely. In their February 23, 2017 post “ Customer Experience Leads to Recommendations (Charts for 20 Industries) ,” the Temkin Group published two figures, which are the subject of this post.

Loyalty 60

Loyalty Customer Satisfaction Transportation Groups 60

Talkdesk

JULY 13, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Fundamentally, we are still a retail culture/consumer society. Retail Customer Support: Big Box vs. Mailbox.

Retail 40

Retail Entertainment Video Hotels 40