BlueOcean

OCTOBER 4, 2021

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. Engaging Your Frontline Agents. Keeping subscribers engaged (and loyal) requires equally engaged agents. Let’s dive right in. Let’s explore.

Customer Experience 194

Customer Experience Magazine 2012 Customer Care 194

Customer Bliss

OCTOBER 6, 2016

I wrote a little bit about this back in 2012 , and it’s also mentioned in CCO 2.0. It engages them immediately, connects them to specific actions to take, and expands the role beyond sales to relationship. Prevent customer churn: Build a defector pipeline. Pages 151-152 or so if you have the hardcover version.)

Chief Customer Officer 192

Chief Customer Officer 2012 Reference Innovation 192

Optimove

DECEMBER 10, 2024

Balancing Speed with Creativity : AI streamlines repetitive tasks such as audience segmentation and content generation, freeing marketers to focus on storytelling, innovation, and crafting meaningful, engaging campaigns. Optimoves AI History Started in 2012 AI-orchestrated marketing is a hallmark of Optimove.

Multi-Channel 52

Multi-Channel 2012 Download Innovation 52

Customer Bliss

SEPTEMBER 27, 2018

This goes back to a point I made in one of my recent vlog posts about the importance of understanding and engaging with the outliers in your organization. In order to be successful in executing your plan, you need to also bring your outliers into the plan and understand what their specific issues are. About Lucy Norris.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation. Employee engagement is also important for creating a positive work culture.

Engagement 98

Engagement Customer Experience Advertising Culture 98

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? Those question are: 1) Really? correlation.

Engagement 104

Engagement 2006 Customer Experience 2012 104

Optimove

NOVEMBER 15, 2022

Born between 1997 and 2012 and raised alongside Internet technology since the very beginning of their lives – they hold in their hands (literally, ninety-eight percent own a smartphone) an estimated annual purchasing power of $143 billion. A highly effective way of engaging your Gen Z users beyond a few seconds is through gamification.

Engagement 105

Engagement Marketing Social Media Entertainment 105

Beyond Philosophy

DECEMBER 26, 2014

We saw many more organizations contact us to help them emotionally engage with Customers, particularly after struggling with their budgets. If you enjoyed this post, you might be interested in the following blogs: 2012 Customer Experience Predictions: Positives and Pitfalls. Is the auto insurance app a waste of memory on my phone?

Net Promoter Score 167

Net Promoter Score NPS Customer Service Insurance 167

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Board engagement was crucial in this whole arc as well. ” Engaging With The Board. ” Engaged them along the way. Episode Overview.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

BlueOcean

OCTOBER 4, 2021

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. Engaging Your Frontline Agents. Keeping subscribers engaged (and loyal) requires equally engaged agents. Let’s dive right in. Let’s explore.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

Experience Matters

FEBRUARY 10, 2016

We published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement. We surveyed 300 HR professionals from large organizations in North America and compared the results to a similar study we did in 2012. Here’s the executive summary: Employee engagement is a critical component of customer experience (CX).

Engagement 59

Engagement 2012 Customer Experience Measurement 59

Joe Rawlinson

JUNE 17, 2015

The 2012 Echo Global Customer Service Barometer found that nearly a third of consumers felt that businesses were now less interested in providing quality customer service. Maintaining relationships is about customer engagement, as well. Engagement with customers via social media translates to greater loyalty, which translates to sales.

Sales 120

Sales Customer Service Social Media Call Center 120

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. By comparison, the S&P 500 returned only $93, a 7-percent loss.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Colin is an international author of four bestselling books and an engaging keynote speaker. As many as 2/3 of Customer service interactions will occur without human-to-human contact. Source: Morris, Tricia.

White Paper 160

White Paper 2014 2015 2012 160

Customer Bliss

AUGUST 9, 2016

Stephanie also shares how she engaged with a very different type of C-Suite: the management level of the government. . She has been a member of CXPA since 2012 and spoke at the 2016 CXPA Insight Exchange on the evolution of customer experience in government. About Stephanie. Right Brain – Left Brain Functionality.

Government 0

Government Leadership Customer Experience 2016 0

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Coincidentally, this definition was also done in a June, 2012 article.

Connections 68

Connections Engagement 2012 Definition 68

Beyond Philosophy

DECEMBER 19, 2016

Sales soared in 2012. In our customer experience consultancy, we help companies design a customer experience that that fosters customer loyalty and engagement by taking customers’ emotional behavior into account. This isn’t the first time Patagonia has scored big by proclaiming its environmental and social values.

Sales 141

Sales Banking 2011 2012 141

Integrity Solutions

NOVEMBER 22, 2022

Leaders increasingly understand that company culture strongly influences employee engagement — and employee engagement levels are excellent predictors of future turnover. Last year, 60% of employees felt detached at work, with a meager 21% who felt truly engaged. Are Disengaged Employees Really A Concern?

Banking 80

Banking Culture Engagement Leadership 80

Customer Bliss

MAY 24, 2016

In 2012 she was promoted to Chief Customer Experience Officer where she serves on the Executive Leadership Team and oversees 23 library locations, Marketing and all programs and products. Approaching Organization-Wide Engagement. She is an in-demand speaker on issues of libraries, customer experience and design.

2004 135

2004 2011 2012 2010 135

Experience Matters

NOVEMBER 24, 2014

The Thunder does a great job, it even won a 2012 Temkin Group CX Excellence Award. Everywhere we went, we met happy, engaged employees (who worked for many different organizations). There are actually dozens of partners that create the OKC Thunder fan experience. The signage clearly reinforced the team’s message with employees.

Sports 123

Sports 2012 Customer Experience Professionals Consulting 123

Customer Bliss

MAY 3, 2017

We’ve found that the type of environment that motivates and engages Controllers is the exact opposite of what is actually found in most service organizations. This is, by far, the biggest challenge facing service organizations looking to build a more Controller-focused frontline.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Alida

JUNE 23, 2016

To accomplish a goal of elevating customer experience , the company engages with 5,000 customers through Food For Thought, a Vision Critical insight community first launched in 2012. Many departments in our company engage with our community—from marketing, merchandising or pharmacy to community relations and senior leadership.

Consumers 150

Consumers Insights Retail E Commerce 150

Beyond Philosophy

MARCH 22, 2017

Some digital experience experts compare the customer’s mobile device to a remote control used to engage with brands. The truth is, my visits are among the 500 million that didn’t happen since 2012 for McDonald’s. Colin is an international author of five bestselling books and an engaging keynote speaker. Moreover, it’s easy.

2012 127

2012 Books Entertainment 2017 127

Joe Rawlinson

AUGUST 9, 2017

Engage Customers With More Personalized Service. To meet customer service expectations, IBM’s study recommends that companies should take more proactive steps to engage with customers. Use social media channels to keep in touch with your customers and stay engaged. Deliver a Satisfying Omni-Channel Experience.

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

CSM Magazine

MARCH 4, 2022

While the existing IET community had been in place since 2012, poor site structure meant that content was hidden in silos, while the wider user experience clashed with key objectives like knowledge sharing, collaboration and engagement. As a result, content was only visible to a fraction of its membership.

Technology 98

Technology 2007 2012 User Experience 98

Experience Matters

MARCH 17, 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. The largest jump from last year is employee communications and engagement. Download report for $195. 81% of respondents expect to put more focus on customer insights and analytics.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

Joe Rawlinson

JUNE 17, 2015

The 2012 Echo Global Customer Service Barometer found that nearly a third of consumers felt that businesses were now less interested in providing quality customer service. Maintaining relationships is about customer engagement, as well. Engagement with customers via social media translates to greater loyalty, which translates to sales.

Sales 90

Sales Customer Service Social Media Call Center 90

Service Untitled

JULY 2, 2014

The emotional manipulation factor has been all abuzz this past week after the published results of a January 2012 subliminal study by Facebook was revealed in the Proceedings of the National Academy of Sciences. We do research to improve our services and to make the content people see on Facebook relevant and engaging as possible.

Customer Service 86

Customer Service 2012 Social Media Customer Service Representative 86

OpinionLab

MARCH 8, 2016

If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage with them – so that they can partner with them to build their brand. Instead, it is now about more effectively listening to engaged consumers. So how do you find out what your customers want?

Consumers 96

Consumers 2008 2012 Banking 96

Michel Falcon Experience

JANUARY 10, 2016

There are three essential ways for any company to increase employee engagement. The idea that employee engagement is determined by financial incentives has long been disproven. A 2012 Aon Hewitt study , for example, found that the top engagement drivers for employees are career opportunities, recognition, and organization reputation.

Engagement 60

Engagement 2012 Feedback Culture 60

Beyond Philosophy

MAY 11, 2016

This is another reputational issue which affects the engagement of employees and Customers. In 2012, a Reuters Investigation revealed that despite sales since 1998 of more than £ 3 Billion (approx. Colin is an international author of five bestselling books and an engaging keynote speaker. Billion), they paid only £8.6m (Approx.

2012 110

2012 Healthcare Consulting Consumers 110

Beyond Philosophy

MARCH 8, 2017

Back in 2012, we did some research involving over 40 telecoms. Colin is an international author of five bestselling books and an engaging keynote speaker. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Telecoms are bad at CX around the globe!

Customer Experience 124

Customer Experience Customer Centricity 2012 Poor Customer Service 124

ReviewTrackers

APRIL 7, 2021

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012. Make next-level service and support an investment priority.

Banking 94

Banking Management 2012 Social Media 94

ijgolding

MAY 7, 2015

Since I became an independent Customer Experience Practitioner in 2012, I have rigorously ensured that I am described as a specialist in my role – not an expert – a specialist. When it comes to transforming the Customer Experience, how engaged people are with change is no different.

Customer Experience 114

Customer Experience Customer Centricity 2012 2015 114

ReviewTrackers

APRIL 2, 2019

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012. Make next-level service and support an investment priority.

Banking 90

Banking Management 2012 Social Media 90

Bob Hayes

AUGUST 21, 2017

AI systems will improve customer service by allowing customers to ask questions in their own language instead of reading FAQs, alerting front-facing employees to at-risk customers so they can focus their efforts where they matter most and improving engagement (customers don’t have to interact with a human).

Customer Experience 103

Customer Experience 2012 Retail 2020 103