Highlights from Day One at VoCFusion 2012
InMoment XI
MAY 16, 2012
More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.
Highlights from Day One at VoCFusion 2012
InMoment XI
MAY 16, 2012
More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.
2012 
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Highlights from Day One at VoCFusion 2012
InMoment XI
MAY 16, 2012
More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.
2012 150
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The Value of Customer Experience
Experience Investigators by 360Connext
OCTOBER 2, 2014
This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways.
3 Rules for Investing in Good Relationships with Customers
Experience Investigators by 360Connext
NOVEMBER 26, 2014
Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It only works when your customer believes it was beyond your control , not foreseeable, or the like. Care about your people before they become customers.
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68 Customer Support Email Address Name Ideas
CX Accelerator
MAY 25, 2022
Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. Your company will choose which channels to configure for customers to reach out. 68 Customer Support Email Address Name Ideas.
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Apple Maps for Business: Improve Local SEO and Online Visibility
InMoment XI
NOVEMBER 5, 2024
How Apple Maps Can Drive Value For Your Business Apple Maps is an increasingly relevant part of the customer journey for individuals in the Apple ecosystem. The popularity of Car Play has further increased Maps usage, making it a significant part of many customers’ daily lives. You can do so by creating an Apple Account.
2024 195
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The Dollar Convenience Club
ShepHyken
MARCH 25, 2025
Ive been a member (as in customer) of the club for more than 10 years. It read: More like Dollar Convenience Club Theres nothing special about razor blades, but what makes Dollar Shave Club special is its customer experience model, which is built around convenience. Their customers still buy from them. The concept was simple.
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Complimentary Webinar Oct. 29: Customer Service in the Age of the Customer
InMoment XI
OCTOBER 25, 2012
How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m.
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150 Complimentary Webinar Oct. 29: Customer Service in the Age of the Customer
InMoment XI
OCTOBER 25, 2012
How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m.
Webinar 150
150 
Complimentary Webinar Oct. 29: Customer Service in the Age of the Customer
InMoment XI
OCTOBER 25, 2012
How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m.
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Customer churn: The pipeline that shall save you
Customer Bliss
OCTOBER 6, 2016
Customer churn is bad. In a perfect utopia, all your customers would stay in the fold, retain, and refer you to other new customers. That’s the apex of a customer-driven growth engine, and it’s essentially the polar opposite of customer churn. How do you prevent customer churn, though?
K.I.S.S (Keeping it Simple Stupid)
CloudCherry
SEPTEMBER 1, 2019
Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. The biggest takeaway from the book? Hint: It all comes back to K.I.S.S.ing.).
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From the Archives: Losing a Customer Means…
Customers That Stick
SEPTEMBER 22, 2014
Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service. Yet, if we look at why most customers are lost, a great many represent a failure of customer experience or of customer service.
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Build a Customer Service Survey That Will Engage Your Customers
GetFeedback
JUNE 3, 2019
While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. Know your customers . 90% of consumers find personalization appealing.
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What the Subscription Economy Teaches Us About Kick-Ass Customer Experience
BlueOcean
OCTOBER 4, 2021
And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. It’s a sea of change. Let’s explore.
Customer Experience Leadership in Government, With Stephanie Thum [CB16]
Customer Bliss
AUGUST 9, 2016
In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie in particular has another interesting path for how she got into customer experience work – parlaying her background in journalism to use it to create compelling stories and actions for change.
As the Economy Gets Better, Customer Service Gets Worse
Beyond Philosophy
DECEMBER 26, 2014
Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Now this next bit might sound counterintuitive, but they are concentrating their efforts on the things that Customers say they want.
Giving a Better Customer Experience Delivers $106,315 to the Bottom Line
InMoment XI
SEPTEMBER 4, 2012
This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it? We went back and interviewed customers of five year old vehicles to see what they did. View Article
2012 150
150 Video: Giving a Better Customer Experience Delivers $106,315 to the Bottom Line
InMoment XI
SEPTEMBER 4, 2012
This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it? We went back and interviewed customers of five year old vehicles to see what they did. View Article.
2012 150
150 Video: Giving a Better Customer Experience Delivers $106,315 to the Bottom Line
InMoment XI
SEPTEMBER 4, 2012
This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it? We went back and interviewed customers of five year old vehicles to see what they did. View Article
2012 150
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3 Steps to Communicate Your CX Plan with Leaders, Stakeholders, and Outliers
Customer Bliss
SEPTEMBER 27, 2018
“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.
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How to Fuel a Modern Customer Experience Program: Allegiance/AMA Webinar on July 31
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m.
Webinar 150
150 How to Fuel a Modern Customer Experience Program: Allegiance/AMA Webinar on July 31
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m.
Webinar 150
150 How to Fuel a Modern Customer Experience Program: Allegiance/AMA Webinar on July 31
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m.
Webinar 150
150 
Why online communities are growing—and how you can get more from them
Alida
AUGUST 16, 2016
To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Customers demand a seat at the table.
2015 0
0 Getting Your Board to Embrace Customer Experience, With Maury Kask – CB72
Customer Bliss
OCTOBER 10, 2017
As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Member and customer experience.
Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest
Experience Matters
MAY 18, 2020
well-being drops the most since 2012, driven by older females who feel much less financially secure. Well-Being Since 2012 Hits Females Hardest appeared first on Experience Matters. The post Largest Drop In U.S.
2012 69
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Putting Creativity Back into the Marketer’s Hands
Optimove
DECEMBER 10, 2024
Marketers will also gain insights into leveraging AI to enhance creativity, streamline workflows, and deliver hyper-personalized, impactful customer experiences. AI and GenAI help marketers manage this complexity by: Predictive Analytics: Anticipate customer behaviors and needs, enabling marketers to act proactively rather than reactively.
Is Your Customer Service Department a “Factory of Sadness”?
Customer Bliss
MAY 3, 2017
This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. However, self-service is proving to be a double-edge sword for both companies and customers alike.
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What Are Micromoments, & Why Are They So Important?
Experience Investigators by 360Connext
MARCH 30, 2021
Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” What happens if you don’t pay attention to the details of the experiences customers are having with your brand? I could’ve become a customer and even an advocate.
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5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Whilst the transactional business is more interested in repeat purchases and their frequency, the subscription business is mostly interested in how long customers remain loyal.
What the Subscription Economy Teaches Us About Kick-Ass Customer Experience
BlueOcean
OCTOBER 4, 2021
And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. It’s a sea of change. Let’s explore.
How does customer experience pay? Check out your portfolio
Heart of the Customer
SEPTEMBER 11, 2014
You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. I love this report – it really shows the bottom-line impact of customer experience.
Report: The State of Customer Experience Metrics, 2014
Experience Matters
DECEMBER 30, 2014
We published a Temkin Group report, The State of Customer Experience Metrics, 2014. Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013.
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Business Owners: Balance Great Sales and Exemplary Customer Service
Joe Rawlinson
JUNE 17, 2015
Sometimes, business owners feel as though they must prioritize either sales or customer service to the detriment of the other. This doesn’t have to be the case — SalesForce reports that 55 percent of customers would pay more for a product or service if they had a positive customer service experience. Be Attentive.
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20 Most Popular Customer Experience Matters Posts in 2014
Experience Matters
DECEMBER 31, 2014
14 Customer Experience Trends for 2014 (The Year of Empathy). Don’t Confuse Customer Service With Customer Experience (2009). Five Questions That Drive Customer Journey Thinking. Free eBook: The 6 Laws Of Customer Experience (2008). Infographic: The Six Laws of Customer Experience. Customer experience'
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101 The Problem with Self Service
Beyond Philosophy
MAY 14, 2015
More and more of your Customers believe access to self-service options is essential to their relationship with your business. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.
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3 Psychological Triggers to Prevent in Retail Customer Service ?
Customers That Stick
MARCH 3, 2020
Do our customers have hot buttons? When I ask these questions in our customer service trainings , the answer is always YES. Yet, the reality is that in so many industries and in newer customer relationships we will never know our customers that well. So, back in 2012, I asked the question: are there common triggers?
Are Telecoms The World’s Worst At Customer Experience?
Beyond Philosophy
MARCH 8, 2017
Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Back in 2012, we did some research involving over 40 telecoms. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Telecoms lack Customer Centricity.
Report: 2016 Temkin Experience Ratings of Tech Vendors
Experience Matters
OCTOBER 31, 2016
We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.
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Report: 2015 Temkin Experience Ratings of Tech Vendors
Experience Matters
NOVEMBER 4, 2015
We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings.
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Lexus and Toyota Lead Auto Dealers in Customer Experience
Experience Matters
MARCH 13, 2015
We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Here are some highlights from the auto dealer results between 2012 and 2015: Auto dealers’ average rating dropped from 66.3% in 2015, the lowest score they’ve had since 2012.
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Data Snapshot: Customer Experience Expectations and Plans for 2015
Experience Matters
MARCH 17, 2015
We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. 81% of respondents expect to put more focus on customer insights and analytics.
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