May, 2016

article thumbnail

2016 Automotive Dealership Loyalty Study

InMoment XI

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since.

article thumbnail

Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

AskNicely

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. Essentially, a dashboard puts all your critical info into one spot in a neat and visual display so you don’t have to log into different systems to get all of the information you need.

Sports 272
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Kaiser Permanente and TriCare Earn Top Customer Experience Ratings for Health Plans

Experience Matters

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Kaiser Permanente and TriCare deliver the best customer experience of any health plan, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based […].

article thumbnail

The $62 billion customer service scared away [INFOGRAPHIC]

Vonage

New research from NewVoiceMedia offers a compelling view of the consequences of poor customer service in the U.S. The results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. With revenue being transferred between companies at such an alarming rate, the study highlights the considerable impact that customers have on a business’s success.

article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

It’s The Little Things That Make a Difference – Part 2

Steve DiGioia

This original article was written by Steve DiGioia. In a previous article I wrote about how small, seemingly insignificant comments & actions can make a difference toward creating a positive customer experience. In that case, it was just a few pleasant words from a new gas station attendant that started my day on an upbeat note. Here’s another example….

More Trending

article thumbnail

That’s some backwards research!… Or is it???

InMoment XI

A few years after graduating with my masters in marketing research, I returned to the University of Texas at Arlington to attend their semi-annual marketing research event. This is around mid-2000s. I had the great opportunity to watch a panel made up of representatives from two research firms and two client firms. The topic of. View Article.

Marketing 227
article thumbnail

The Intentionality of Patient Empathy

Experience Investigators by 360Connext

Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 1) I had the immense honor of being a part of the Cleveland Clinic Patient Empathy Summit. This is the place where the idea of patient experience became a reality. These are the people who are making it happen. To say I was impressed is an […]. The post The Intentionality of Patient Empathy appeared first on Customer Experience Consulting.

article thumbnail

Senator Corey Booker Shines Light On Darkness

Experience Matters

Senator Corey Booker delivered yesterday’s commencement speech at my son’s graduation from The George Washington University. Despite the unusually cold and windy setting, Booker was captivating and inspiring. He shared lessons that he had learned from his father, as well as from the death of Hassan Washington, a teenager who was shot and killed in Newark.

article thumbnail

The problem with customer satisfaction surveys—according to the inventor of NPS

Alida

Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. In an interview with Bloomberg Technology , the former Bain & Company consultant says CSAT surveys have become less meaningful now that they’ve become inescapable. “The instant we have a technology to minimize surveys, I’m the first one on that bandwagon,” Reichheld told Bloomberg.

NPS 177
article thumbnail

The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

article thumbnail

35 Reasons Why You’re Not a Good Leader – Part 2

Steve DiGioia

This original article was written by Steve DiGioia. Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Maybe YOU’RE the weak link in the company’s chain. I hope not. Here’s Part 2. You…. 18. Fail to recognize employee milestones. Do you even know the birthdays of your employees, or their work anniversary?

article thumbnail

A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

Who's Your Gladys?

This simple exercise creates lasting changes in the way your team thinks and acts with customers. Why? They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

Exercises 179
article thumbnail

Recap – MaritzCX Hackathon May 2016

InMoment XI

“For Fortune 500s, it’s more than just a sleepover, it’s a change initiative,” – Sabeen Ali, AngelHack Last Thursday and Friday, Utah employees of MaritzCX held their first hackathon of 2016. MaritzCX and its software predecessor Allegiance have held hackathons at least once a year for the last few years. Starting this year, MaritzCX is planning.

Software 200
article thumbnail

3 Ways to Let Customers Guide Your Greatest Innovation

Experience Investigators by 360Connext

Customers can’t always tell us what they want, even when we ask them to leave feedback. So is there another way to learn what they will want next, before they take their business elsewhere? Customer data, feedback and market research can still help guide your next innovation. You just need to see the experience though a different lens, and be willing to […].

article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

USAA, State Farm, and The Hartford Earn Top Customer Experience Ratings for Insurance Carriers

Experience Matters

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. USAA, State Farm, and The Hartford deliver the best customer experience in the insurance industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of […].

Insurance 200
article thumbnail

The most important thing to know about customer experience competencies

Customer Bliss

It’s been a busy week (aren’t they all?) because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however. I write about this often because it’s the cornerstone of the work we all do.

article thumbnail

How businesses in Australia are losing $11bn a year due to poor customer service – a 38% increase from 2014 (INFOGRAPHIC)

Vonage

Research unveiled this week from NewVoiceMedia reveals that $11 billion is lost by businesses in Australia each year following a bad customer experience – an increase of 38 percent and $3 billion from 2014. With revenue being transferred between companies at such an alarming rate, the study highlights the considerable impact that customers have on a business’s success.

article thumbnail

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

ijgolding

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical if they have a desire to achieve customer focused success.

article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

article thumbnail

Recap – MaritzCX Hackathon May 2016

InMoment XI

“For Fortune 500s, it’s more than just a sleepover, it’s a change initiative,” – Sabeen Ali, AngelHack Last Thursday and Friday, Utah employees of MaritzCX held their first hackathon of 2016. MaritzCX and its software predecessor Allegiance have held hackathons at least once a year for the last few years. Starting this year, MaritzCX is planning.

Software 200
article thumbnail

5 Ongoing Challenges of Patient Experience

Experience Investigators by 360Connext

#of hours/year: this is when health happens. @markhymanmd #PESummit pic.twitter.com/ETpMikdraP — Jeannie Walters (@jeanniecw) May 16, 2016 Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 2) In case you missed it, you may be interested in reading Part 1: The Intentionality of Patient Empathy. Considering the patient experience as an overall idea is relatively new […].

article thumbnail

TV and Internet Service Providers Deliver the Worst Customer Experience, According to Temkin Group Research

Experience Matters

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. TV service providers and Internet service providers received the lowest overall customer experience scores, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on […].

Groups 192
article thumbnail

Customer intelligence meets storytelling: 3 benefits of using Stories in the Sparq platform

Alida

Storytelling is a powerful tool in business. Compelling stories grab people’s attention, help communicate a more memorable message and inspire action among important stakeholders. In a recent study by the Stanford’s Graduate School of Business, 63 percent of people remembered pitches that use stories, while only five percent remembered those that used statistics alone.

Meeting 150
article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

The £11 billion customer service scared away [INFOGRAPHIC]

Vonage

New research from NewVoiceMedia offers a compelling view of the consequences of poor customer service in the UK. The results reveal that an estimated £11 billion is lost by UK businesses each year following a bad customer experience. With revenue being transferred between companies at such an alarming rate, the study highlights the considerable impact that customers have on a business’s success.

article thumbnail

The Rise Of Customer Experience – Webinar June 2

Customer Bliss

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. The following is a preview of the content you can expect from this exclusive, live webinar. Customer Experience is not a new idea. In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers.

article thumbnail

Customer Experience on the Rise in Germany

InMoment XI

While customer experience (CX) is already an established discipline in the English-speaking world, it has remained on an immature level in Germany for years. But without a doubt, customer experience has now become a hot topic for many German companies. Large enterprises have started to consolidate CX activities in one central function, and SMEs implement.

article thumbnail

Voice of the Customer is More than Just Feedback Surveys

NICE inContact

V oice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. Voice of the Customer is a multi-faceted process to learn more about your customers. What do they want? What do they need?

Feedback 131
article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

article thumbnail

Florida Power & Light and Southern California Gas Company Lead Utilities in Customer Experience

Experience Matters

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Out of 17 utility companies we looked at, Florida Power & Light and SoCalGas tied for the top spot. Each earned a rating of 67%, which put them […].

Company 174
article thumbnail

What is Customer Experience? 19 Industry Experts Weigh In:

Storyminers

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years. And when researchers analyzed the experience and revenue data from two $1 billion+ companies for a recent study published in the Harvard Business Review , they found that: In transaction-based businesses , customers

Industry 140
article thumbnail

Creating a great customer experience requires understanding this one simple reality …

Vonage

The customer is always at the center of the customer’s universe, which means that your own concerns, hopes, processes, branding efforts and so forth are, at most, tangential to your customers. This is a simple but hard to grasp reality. Simple because it is so direct and extreme. Hard to grasp because it is, essentially, unnatural. Those of us who work directly with customers (and those of us who design the systems that affect how your company works with customers) are human beings.