Experience Matters

APRIL 3, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to TriCare for earning the top customer experience score in the health plan industry.

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Industry Effort Score Consumers Survey 230

Vonage

APRIL 3, 2018

Unfortunately, some customers won’t complain directly to a company even when they’re unhappy; they’re unlikely to let the business know so it can address the problem and hopefully keep the customer. This is particularly true if the offense in question is relatively minor, and if complaining about it would run the risk of sounding petty. Yet, minor irritants and customer dissatisfiers do have power to compel a customer to seek a better experience elsewhere — without ever telling you, the business

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Self Service Social Media Customers Survey 133

Experience Matters

APRIL 3, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to USAA for earning the top customer experience score in the insurance industry.

Insurance 133

Insurance Industry Effort Score Consumers 133

TechSee

APRIL 3, 2018

Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base.

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Customer Retention Technology Strategy Analytics 141

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

NICE inContact

APRIL 3, 2018

Ten million residents rely on 211 LA County in a natural disaster or public health emergency. But on a daily basis, thousands of individuals who make up the area’s most vulnerable, at-risk populations—veterans, homeless families, even those who have committed crimes—depend on the agency for critical health, personal and social services. Just as those in Los Angeles rely on the agency’s 60 community resource advisors for connection, information and referrals, 211 LA County depends on NICE inConta

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Omni-Channel Interaction Resources Measurement 122

ShepHyken

APRIL 3, 2018

Could You Benefit from Virtual Power Teams? What could virtual power teams do for you? Shep Hyken sits down with Peter Ivanov, author of Virtual Power Teams , and discusses the benefits of teams that are spread across the globe but joined by one central focus. ? ? ?. . Top Takeaways: A virtual power team is a team that has a strong gravity, a group of people bound by one central purpose, working together toward one central goal.

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Groups Consulting Metrics Communication 79

Heart of the Customer

APRIL 3, 2018

I recently did an interview with Intouch Insight–see below for Part 1. —– We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018. In part-one of this two-part article series, Jim discusses […].

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Customer Experience Professionals Customer Experience Customers 60

Second to None

APRIL 3, 2018

Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. As the power dynamics shift between different customer segments, it is important that your brand is monitoring the way that each group perceives your current offerings, and that you formulate a specific plan as to how you will attract and retain your target customer demographic.

Brands 63

Brands Consumers Rewards Programs Loyalty 63

Truthlab

APRIL 3, 2018

Reading Time: 3 minutes It’s time to dust-off the cobwebs, break out the Windex and put some elbow grease into making all things seem shiny and new again. When it comes to design, that means polishing design debt. If you are new to the concept of design debt, it is the result of incremental changes over time that compromise […]. The post This Spring, Clean-Up Design Debt appeared first on truthlab.

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Communication

Survicate

APRIL 3, 2018

Among many other branded communities that are available, HubSpot User Groups are a true phenomenon. While this type of communities started over a hundred years ago, their boom was in the 1980s and 1990s. A new era came with the Internet, but still, most of the communities failed. They were used mainly as customer support groups or marketing campaigns and sales tools.

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Groups Meeting Sales Resources 61

CX Advantage Walker

APRIL 3, 2018

As Customer Experience (CX) professionals, we all have some of the same tools at our disposal – journey mapping, surveys, design thinking, etc. But some CX pros just seem to be able to get more out of them. They are better able to connect the dots between customer needs and changes the organization needs to. Continue reading. The post The business-savvy CX leader appeared first on CX Advantage.

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Customer Journeys Survey Connections Tools 54

ForeSee

APRIL 3, 2018

One finding from our new Utilities CX Insights report really stands out: Eighty percent of people said that they’d be willing to forgo the call center completely if utility providers. The post The ROI of CX appeared first on ForeSee.

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ROI Call Center Report 58

Provide Support

APRIL 3, 2018

What’s the most important thing a business needs to do to improve relationships with their customers and keep them coming back for more? The answer is pretty obvious, and yet so often overlooked: providing a delightful customer service. No matter how good your product may be, or how competent your customer service team is, the only thing that matters is how your customers feel about your company.

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Customer Service Management Exceptional Customer Service Employee Engagement 51

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Tips

Oracle

APRIL 3, 2018

Next week at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. We spoke with Yasmini Ferrara, Director of Ecommerce and Marketing at Passarela, a Markie Award finalist in the Best Use of Data category. Here’s what we learned about Yasmini and the innovative work she and the Brazilian fashion retailer are doing in customer experience.

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Fashion Retail Data Ecommerce 50

BlueVenn

APRIL 3, 2018

It can be a relentless challenge trying to keep up with new technologies, not to mention all the acronyms and buzzwords that come along with them. Our new eBook, A Marketer’s Guide to Customer Data Platforms , is here to clear up some of this confusion by delving into precisely what a Customer Data Platform (CDP) is and why it’s vital for marketers to recognize the differences between them and other forms of data solutions.

Data 49

Data System eBook Management 49

Customer Enthusiast

APRIL 3, 2018

Do you know any managers who have made these types of comments?: “Why are my people so lazy?” or “I’ve got to watch my people like a hawk!” or “If I had more people like (insert name of superstar employee here), then our customer service scores would shoot through the roof!” Perhaps you have made comments like these – or at least understand where the sentiment comes from….

Retail 48

Retail Customer Service Examples Feedback 48

InnerTrends

APRIL 3, 2018

Can you imagine the work of an FBI detective being based solely on witness testimonies? That would be the equivalent of having data in your CRM only from the discussions with the clients. Enriching data in CRM will bring much more intel to the table, leading to far more closed deals. Here are 5 types of data you can easily get in your CRM which will help you improve the efficiency of your sales and success teams and decrease their efforts. 1.

CRM 46

CRM Data How To Net Promoter Score 46

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Beyond the Arc

APRIL 3, 2018

Are you trying to inspire a customer-centric culture shift with internal teams, and find yourself tapping the mike saying, “Is this thing on?” It’s not enough to just announce to employees, “hey we have a new value proposition” or tell them to download your brand standards to understand how you’re all about customer experience. Your. Read More. The post Culture Transformation: 4 ways to empower employees to deliver delight appeared first on Blog @beyondthearc.com.

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Culture Customer Centricity Brands Customer Experience 45

Maru/HUB

APRIL 3, 2018

Organisations spend a lot of time attracting new clients. However, strengthening connections with existing, loyal customers is equally, or perhaps even more important. Return customers are the lifeblood of any business. A loyal customer is not only paying for your products and services but is telling others about you, too. Be sure to protect the investment you made in earning their business the first time by taking the best possible care of them once they are in the fold.

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Social Media Feedback Connections Customers 45

Solvvy

APRIL 3, 2018

The post Your First Impression Is More Important Than You Think appeared first on Solvvy.

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ClientSuccess

APRIL 3, 2018

Too often Customer Success Managers (CSMs) can get swept up in the day-to-day grind of activation questions, project management, and renewal processes. It can be easy to lose sight of the original goal at the heart of your role: to create successful customers. And at the end of the day, your most successful customers are the ones who trust you, your recommendations, and your services.

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eBook Customer Success Culture Interaction 40

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Training

COPC

APRIL 3, 2018

Early March brought the release of the 11th volume of the CXMB Series, titled The CX Journey: Strategic and Operational Insights. This 76-page report extends trendlines from previous CXMB Series Corporate Edition reports and continues to provide broad channel coverage, while also exploring new topics such as channel consistency, quality programs and customer experience priorities.

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Customer Experience Management Customer Experience Management Chatbots 40

Think Customers

APRIL 3, 2018

Seth Van Sickel, director of operations at Sling TV, and Richard Smullen, founder and CEO of Pypestream, spoke with Senior Writer Judith Aquino about the AI-powered bots that are teaming up with associates and the new personalized recommendations that customers will soon receive. Listen to all episodes of The CX Pod at TTEC. .

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Customers 40

Confirmit

APRIL 3, 2018

Be The Match® connects patients with their donor match for a life-saving marrow or umbilical cord blood transplant. Be The Match provides patients and their families one-on-one support, education, and guidance before, during and after transplant. Because of the importance and gravity of marrow transplants, Be The Match values hearing from their donors directly, rather than making assumptions about their experience or simply hoping for the best.

Self Service 40

Self Service Multi-Channel Case Study Study 40

CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first.

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Airlines Customer Experience Effort Score Wireless 40

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Confirmit

APRIL 3, 2018

Over the past few years, Customer Experience (CX) programs have become an established path to delivering enhanced customer experiences, engaging employees and driving business change. Why then, is every business not running a slick and successful CX program? The benefits have been well-established, particularly in markets where product and price differentiation are limited, or where great customer experiences are demonstrably able to deliver higher revenues, improved retention or reduced costs.

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Customer Experience Customers Engagement Marketing 40

Forrester's Customer Insights

APRIL 3, 2018

Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor. Okay, that’s not exactly what’s happening here, but it sure felt like that to many bank executives who heard the […].

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Banking Groups Customers Brands 44

Bob Hayes

APRIL 3, 2018

[…] This article originally appeared on businessoverbroadway.com. To read the full article, click here.

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Analytics Loyalty Technology Customers 40