AskNicely

NOVEMBER 28, 2018

Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. 2018 NPS Benchmark Study: Results and Reactions Webinar. Tuesday, December 04, 2018. The post NPS Benchmarks for 2018: Results and Reactions Webinar appeared first on Net Promoter Score from AskNicely.

NPS 150

NPS Net Promoter Score Study Groups 150

Experience Matters

JANUARY 23, 2018

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016.

Report 154

Report Insurance Policies Groups 154

Experience Matters

MARCH 27, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study. This report also includes a compensation study, which is Read More.

Report 149

Report Customer Experience Professionals Study Groups 149

Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. The post Report: Employee Engagement Competency & Maturity, 2018 appeared first on Customer Experience Matters®. Highlights Read More.

Employee Engagement 150

Employee Engagement Report Engagement Groups 150

Experience Matters

APRIL 4, 2018

The post Winners: 2018 CX Vendor Excellence Awards appeared first on Customer Experience Matters®. Clicktale Overview: Clicktale is a leading provider of ‘Experience Analytics’ software. Unlike other analytics platforms, Clicktale’s Experience Cloud helps improve customer experiences Read More.

Case Study 150

Case Study Analytics Groups Study 150

Experience Matters

MAY 15, 2018

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). Based on a study of 10,000 U.S The post 2018 Temkin Trust Ratings (U.S.): consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries. Here’s a full list of all of the companies in the TTR.

Insurance 149

Insurance Banking Study Consumers 149

QuestionPro Audience

MARCH 2, 2018

The 2018 awards season comes to an end this Sunday at the 90th Academy Awards. According to a new study from BBC , female-led films earn higher box office returns, despite typically lower production budgets. On average, every dollar invested in a female-led film earns back $2.12; male-led films earn back $1.59.

Advertising 210

Advertising Culture Study Innovation 210

Experience Matters

JUNE 4, 2018

We then compared results with similar studies we’ve conducted over the previous seven years. The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. consumers about their recent interactions with more than 300 companies across 20 industries.

Report 185

Report Study Industry Interaction 185

Experience Matters

SEPTEMBER 10, 2018

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®.

NPS 149

NPS B2B Net Promoter Score Loyalty 149

AskNicely

AUGUST 29, 2018

Get this ground-breaking study today and discover how your NPS program compares. NPS Benchmark Study. The post NPS Benchmarks for 2018: How Do You Compare? A good NPS process requires buy-in from which departments? How are they taking action on feedback to get results? appeared first on Net Promoter Score from AskNicely.

NPS 150

NPS Net Promoter Score Metrics Culture 150

QuestionPro Audience

FEBRUARY 15, 2018

2 – 2018 Edelman Trust Barometer. Adweek took a study conducted by Hornet to determine the consumer response to LGBTQ ads and created this interesting infographic. What’s most fascinating about this study? The Pudding can tell you, down to the city. Who knew Mauritania loved Despacito? By: Edelman.

Infographics 170

Infographics Ecommerce Government Social Media 170

QuestionPro Audience

MARCH 2, 2018

The 2018 awards season comes to an end this Sunday at the 90th Academy Awards. According to a new study from BBC , female-led films earn higher box office returns, despite typically lower production budgets. On average, every dollar invested in a female-led film earns back $2.12; male-led films earn back $1.59.

Advertising 150

Advertising Culture Study Innovation 150

Storyminers

SEPTEMBER 11, 2020

CRM for easy access to contacts, profiles, and pipeline/email automation tools while on the go, Mike saw stronger revenue growth in Q1 and a higher 2018 sales pipeline. “ The post Case Study: How Nimble CRM Helped CX Experts StoryMiners Reinvent Their Own Customer Experience appeared first on StoryMiners.

Case Study 147

Case Study CRM Study Customer Experience 147

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. In 2016 one study found that 75% of companies said their top objective was to improve customer experience. Bots and AI can’t be ignored when it comes to customer service trends of 2018.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

ijgolding

AUGUST 3, 2018

In April 2018 I wrote an article for my column in customerthink – it was called ‘Transform or Die! Sticking with the retail industry, it gives me no pleasure to bring this to life with a case study – an example of exactly why organisations are failing to transform and ultimately survive in an increasingly disrupted world.

Case Study 191

Case Study Retail Study Policies 191

Oracle

FEBRUARY 21, 2018

Oracle is hosting its annual Modern Customer Experience conference April 10 – 12, 2018 in Chicago, with over 250 planned sessions spanning customer experience focus areas like sales, commerce, service, and marketing. Here are 5 reasons to attend Oracle Modern Customer Experience 2018. 90+ sales activities. • 80+ commerce activities. •

Customer Experience 94

Customer Experience Entertainment Conference Case Study 94

Experience Matters

FEBRUARY 28, 2019

.” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. ” In the report, Employee Engagement Competency & Maturity, 2018, we found that only 40% of executives within large organizations put a high priority on taking action based on Read More.

Feedback 265

Feedback Engagement Employee Engagement Study 265

ReviewTrackers

FEBRUARY 21, 2018

A recently published Harvard Business Review study by Davide Proserpio and Giorgos Zervas details how a company’s responsiveness to reviews can affect business performance. Approximately one-third of the hotels we studied increased their rounded ratings by half a star or more within six months of their first management response.”.

Study 78

Study Hotels Feedback Financial 78

C3Centricity

AUGUST 20, 2017

Do you know how you’re going to beat the competition in 2018? A 2015 study by Price Intelligently showed that a 1% increase in customer acquisition impacts your bottom line by around 3.3%. Do you know which area offers you the biggest chance of beating the competition in 2018? If not, then why not answer our short quiz.

Innovation 120

Innovation Competitive Advantage Meeting Strategy 120

ShepHyken

OCTOBER 15, 2018

The 2018 Customer Service Study from ThinkJar highlights strategy, budgeting, stakeholders, and the current top-trends: digital transformation, AI, IoT, and data-based decision making. The post 5 Top Customer Service Articles for the Week of October 15, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 87

Customer Service Automotive Tips Feedback 87

Oracle

DECEMBER 14, 2018

In fact, according to the 2018 Deloitte holiday shopping study, “57% of this year’s holiday dollars will go through online channels, with in-store capturing 36% of spending.” New in 2018, Walmart extended this option to their third-party sellers as well. Introducing virtual waiting rooms.

Trends 74

Trends Consumers Retail Sports 74

Experience Matters

DECEMBER 10, 2018

In our Q3 2018 study, we asked 5,000+ U.S. If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). We continued to find that connection in our latest consumer benchmark.

Study 265

Study Connections Consumers Customer Experience 265

ShepHyken

DECEMBER 3, 2018

Starting with Walt Disney and ending with Sir Richard Branson, you can’t go wrong studying the way these leaders think. There are plenty of strategies and examples to study and consider. The post 5 Top Customer Service Articles for the Week of December 3, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 102

Customer Service Retail Airlines Social Media 102

inSided

FEBRUARY 24, 2021

It’s the year 2018. Gainsight has decided to find a new community vendor. This will be the third time since they launched the project in 2014. Yes, you read that right, it’s Gainsight’s third attempt at getting community right. The pressure is on to deliver. But not just for their own sake, for the sake of their customers, too.

Case Study 52

Case Study Feedback Study B2B 52

InMoment XI

JANUARY 18, 2018

GenderGraphics: The study of differences between men and women according to their psychological makeup…how their attitudes, values, fears, etc. It’s 2018, and some are saying that this might very well be the. differ from each other.

Retail 200

Retail Customer Experience Study Customers 200

Comm100

AUGUST 1, 2018

The study has exposed a new way of looking at the feedback loop at all stages. According to a Customer Rage study carried out by Arizona State University, 8 in 10 customers were unhappy about how companies handled their complaints. The post Best Customer Experience Article from the Month of July 2018 appeared first on Comm100.

Customer Experience 101

Customer Experience Policies Social Media Effort Score 101

Lithium

JULY 26, 2018

This morning, we announced the 2018 Stars slate and it was another amazing year of contribution, engagement, and talent from our awesome contributors. It was an honor to announce the new 2018 class of Lithium Stars in our live broadcast this morning. Please join me in congratulating them: 2018 All-Stars: Abhishek Ilindra.

Case Study 40

Case Study Study Customer Care Engagement 40

Lithium

JULY 26, 2018

This morning, we announced the 2018 Stars slate and it was another amazing year of contribution, engagement, and talent from our awesome contributors. It was an honor to announce the new 2018 class of Lithium Stars in our live broadcast this morning. Please join me in congratulating them: 2018 All-Stars: Abhishek Ilindra.

Case Study 40

Case Study Study Customer Care Engagement 40

Lithium

JULY 26, 2018

This morning, we announced the 2018 Stars slate and it was another amazing year of contribution, engagement, and talent from our awesome contributors. It was an honor to announce the new 2018 class of Lithium Stars in our live broadcast this morning. Please join me in congratulating them: 2018 All-Stars: Abhishek Ilindra.

Case Study 40

Case Study Study Customer Care Engagement 40

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

ShepHyken

AUGUST 13, 2018

After all, studies show that it costs five times as much to land a new customer than it does to keep the one you already have. The post 5 Top Customer Service Articles for the Week of August 13, 2018 appeared first on Shep Hyken. Eight Unique Ways To Thank Customers For Their Loyalty by Young Entrepreneur Council.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

DECEMBER 24, 2018

50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. Decibel) With all this rapid change it’s no surprise that there are plenty of studies and statistics emerging surrounding e-commerce customer experience. Here are 50 of the ones we’ve found the most fascinating this year. Follow on Twitter: @Hyken.

e-support 89

e-support Customer Service Loyalty Data 89

CX University

APRIL 12, 2018

March 15, 2018. Make a study plan. Pick a time and day each week that you will study. CX University’s Mohamed Latib and his band of CX experts will be traveling the globe to provide CX Leadership Training workshops during the summer 2018 season. The post Brief 15 March 2018 appeared first on CX University.

Course 40

Course Travel Customer Satisfaction Study 40

Kerry Bodine

JANUARY 29, 2019

So back in March 2018, we embarked on the task of scouring more than 400 randomly selected LinkedIn profiles of people who currently held a journey manager position. Accounting for 39% of the LinkedIn members in our study, England was the clear leader in early execution of the journey manager role. At Kerry Bodine & Co.,

Management 234

Management Apparel Chief Customer Officer Telecommunications 234

Oracle

JANUARY 17, 2018

In an interesting dichotomy of content marketing trends, popular content formats in 2018 will be a mix of interactive assets and long-form print pieces. Following is a brief summary of content formats that will be paramount in 2018. The first type—experiential content—brings high-levels of engagement and mimics live events. Live video.

Trends 52

Trends Marketing Chatbots Video 52