Experience Matters

APRIL 6, 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 Whirlpool for earning the top customer experience score across TV & appliance makers.

Industry 226

Industry Effort Score Consumers Survey 226

QuestionPro Audience

APRIL 6, 2018

Advertising agencies are facing a lot of adversity in 2018. With more and more big brands like Sprint, Netflix, and L’Oreal cutting their agencies to take their advertising in-house, ad agencies are scrambling to re-route. U.S. ad agencies are not at risk of becoming obsolete, reportedly bringing in over $48 billion in 2016 and employing over 200,000 people, but the growth in this industry is slowing.

Advertising 207

Advertising Consumers Marketing Customer Journeys 207

NICE inContact

APRIL 6, 2018

Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer. Participation rates can diminish if you’re not incentivizing your customers to actively provide feedback.

Customer Satisfaction 136

Customer Satisfaction Survey Airlines Retail 136

Experience Matters

APRIL 6, 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 FedEx and UPS for earning the top customer experience scores in the parcel delivery industry.

Industry 133

Industry Effort Score Consumers Survey 133

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Influitive

APRIL 6, 2018

You’ve probably heard it declared that “customer service is the new marketing” on several prolific business blogs. In an age where bad experiences can easily go viral on social media, it’s a pretty accurate sentiment. Brands should be investing in effective, empathetic service teams if they want to generate more positive word of mouth in our.

Social Media 86

Social Media Marketing Customer Success Customers 86

Totango

APRIL 6, 2018

This year’s Customer Success Summit was a huge success! We enjoyed learning from our speakers and attendees about Customer Success in practice. In case you couldn’t attend Totango’s 6th annual industry conference, the recordings and presentations are now available here. #CSSummit18 was packed with great information from different points of view. You are sure to find many sessions that can help you run your CS program better.

Customer Success 54

Customer Success Hotels Conference Video 54

Oracle

APRIL 6, 2018

Today, it’s impossible to read the news without seeing at least one headline about the latest tech tools and innovations. It’s exciting to see what the future of tech holds for us, but we wanted to know: What are the experts excited about? So, we reached out to some of today’s top tech influencers to find out. Tech Tool 1: Artificial Intelligence.

Tools 54

Tools CRM Analytics Innovation 54

iPerceptions

APRIL 6, 2018

It’s safe to say that the Customer Experience (CX) is now being discussed more than ever before.

Customer Experience 70

Customer Experience Customers 70

Totango

APRIL 6, 2018

This year’s Customer Success Summit was a huge success! We enjoyed learning from our speakers and attendees about Customer Success in practice. In case you couldn’t attend Totango’s 6th annual industry conference, the recordings and presentations are now available here. #CSSummit18 was packed with great information from different points of view. You are sure to find many sessions that can help you run your CS program better.

Customer Success 48

Customer Success Hotels Conference Video 48

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Maru/HUB

APRIL 6, 2018

This is our top 4 things that you need to know to become a master of Customer Experience: 1. Create a clear customer experience vision. The first step in your customer experience strategy is to have a clear customer-focused vision that you can communicate with your organisation. The easiest way to define this vision is to create a set of statements that act as guiding principles.

Customer Experience 49

Customer Experience Feedback Connections Financial 49

COPC

APRIL 6, 2018

For several years now, the use and importance of non-voice support channels has continued to grow. Channels like chat, social media and SMS/text are accelerating their move to the forefront. While this has been an exciting transformation for consumers and companies alike, it has presented a unique set of challenges when it comes to measuring success.

Metrics 40

Metrics Customer Focused Call Center Social Media 40

Grupo Noa

APRIL 6, 2018

Call centers are essential for every business. No matter, whether a business firm deals in FMCG products or software services, offering timely services to customers matters a lot. In the context of Spanish call center outsourcing , a firm certainly needs an expert call center consultant that can provide multilingual contact center services. The latest research study says that the US is one of the most diversified countries with 80% of the foreign-born Americans speaks in a language other than En

Call Center 40

Call Center Contact Center Multi-Channel ROI 40

Solvvy

APRIL 6, 2018

The post Solvvy Spring Release is Here! appeared first on Solvvy.

48

48

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Forrester's Customer Insights

APRIL 6, 2018

I just had the pleasure of attending a Forrester Leadership Boards workshop followed by our Consumer Marketing Forum in New York City. As usual, data challenges remain top of mind for most marketers – siloed data, dirty data, inaccessible data… the usual suspects. However, there was also a data manifestation of an age old organizational […].

Company 35

Company Leadership Data Consumers 35

Smith+co CX

APRIL 6, 2018

Part One - Thank You. The words ‘thank you’, and the even bigger notion that sits behind the words; to be thankful – have pretty much disappeared from the customer experience. It’s a real rarity to find a brand that conveys authentic thankfulness after a transaction has taken place. When was the last time you felt genuinely thanked when leaving a restaurant?

Customer Experience 31

Customer Experience Brands Advertising Customers 31

Forrester's Customer Insights

APRIL 6, 2018

At its AWS Summit in San Francisco this week, Amazon Web Services announced a series of new services and GA’d a few from Re:Invent but the theme coming out at the conference was clearly on broadening its ability to accelerate your organization’s digital innovation strategy. While the core of this theme has been a key focus of AWS since its […].

Innovation 32

Innovation Conference Strategy 32

Grade.us

APRIL 6, 2018

On April 5th, David Mihm of Tidings and I held a webinar discussing the past digital landscape and how things are rapidly changing in the context of Google and Facebook. In the webinar we touched on: Evolution of the digital landscape What have agencies been selling? What have SMBs been buying? Where is the long-term opportunity? Key points and takeaways from the webinar.

Sports 20

Sports Marketing Sales Management 20

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

Forrester's Customer Insights

APRIL 6, 2018

March Madness may not be a stranger to many of you, but it is for me. Well, it was until my colleagues Matthew Flug and Caitlin Wall, shared something unique about this year’s competition. Pizza brand Little Caesar’s stated if a 16-seed team beat a number 1-seed team (this hasn’t happened in the history of […].

Brands 30

Brands Loyalty Strategy Marketing 30

ShepHyken

APRIL 6, 2018

This week we feature an article by Anand Srinivasan who looks at a few ways a business can keep tabs on the customer experience through continuous testing. – Shep Hyken. Continuous testing is a term that is commonly associated with software development. The objective of this process is to reduce the time it takes for developers to gather user feedback data and use it to tweak the product.

Omni-Channel 118

Omni-Channel Net Promoter Score Customer Experience NPS 118

Second to None

APRIL 6, 2018

Establishing a solid block of your customer’s “mindshare” can be very valuable to establishing long-term customer relationships. Consumers experience such a vast amount of communication and information constantly in modern society, and any way that your brand can stand out in the mind of your consumers can be essential to your brand’s retention rate.

Brands 61

Brands Customer Centricity Voice of Customer Consumers 61

LiveChat

APRIL 6, 2018

When I announced to my friends that my company is changing the office and we’re moving from a fancy villa to an open space building, they thought I was joking. How come that any modern company decides to bring to life the concept taken from dark times of office design , they wondered. This step seemed to be (at least) controversial. People use to see open-office as a cheap version of a proper office (the unspoken word “cubicles” hangs in the air).

Communication 52

Communication Course Company Marketing 52

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