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. This post is part of the Customer Experience Professionals Association’s 2013 Blog Carnival “Celebrating Customer Experience.” The second annual #CXDay is October 7th, 2014.

Customer Experience 297

Customer Experience 2012 2013 2014 297

Experience Investigators by 360Connext

OCTOBER 31, 2014

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2013 197

2013 E-support 2014 Social Media 197

CloudCherry

SEPTEMBER 1, 2019

Among his noteworthy HBR articles are “Reinventing Customer Service” (November-December 2018), “Kick-Ass Customer Service” (January-February 2017), “Dismantling the Sales Machine” (November 2013), “The End of Solution Sales” (July-August 2012) and “Stop Trying to Delight Your Customers” (July-August 2010).

2013 244

2013 2011 2012 2010 244

InMoment XI

MAY 4, 2022

industries in 2013.). This is hardly a way to build loyalty, and the pressure to keep calls short contributes to the call center industry having the highest turnover of industries worldwide. (In In a 2016 post Talkdesk , a provider of call center solutions, reported the yearly turnover as 30-45%, double or triple that of all U.S.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2013, she published a book on Online Marketing for Small Businesses (Wiley), is a contributing author to a book on Social Business scheduled to be released in 2015 (Pearson), and semi-actively writes a Customer Experience blog at anniesaid.com. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

InMoment XI

AUGUST 9, 2016

In 2013 IBM reported over 2.5 I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article

2013 186

2013 2014 Customer Experience Article 186

Alida

MARCH 10, 2016

In a 2013 study from Dimensional Research, 90 percent of people who read online reviews said that their purchasing decisions had been influenced by positive reviews, while 86 percent said they were swayed by negative reviews. “The Those voices have an impact. Customers no longer rely on a brand’s reputation to gauge the value of a product.

Sales 172

Sales 2013 2014 Insights 172

Experience Investigators by 360Connext

JUNE 8, 2021

I read this in 2013 and thought – doesn’t this apply to most customers? Everyone is living more frenzied and complicated lives than ever before. While technology gives us access, it also keeps us tethered to jobs and obligations like never before.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

Customer Bliss

JULY 11, 2017

She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.”

Leadership 0

Leadership Customer Experience 2013 2011 0

Customer Bliss

MAY 3, 2017

He’s been published numerous times in the Harvard Business Review­­ with articles such as “ Kick-Ass Customer Service ” (January-February 2017), “ Dismantling the Sales Machine ” (November 2013), “ The End of Solution Sales ” (July-August 2012) and “ Stop Trying to Delight Your Customers ” (July-August 2010).

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Michel Falcon Experience

APRIL 1, 2015

In 2013, BC Business, a leading business publication in Vancouver, published a study that my team and I had produced.The study revealed that 87% of executives believed that their company was… Read More». Has your company designed your customer experience in a similar fashion to how you mapped out this year’s marketing efforts?

2013 158

2013 Customer Experience Fashion Employee Experience 158

InMoment XI

DECEMBER 3, 2013

Here is the second of three posts discussing our findings from the 2013 Maritz Customer Journey Study. It points out the benefit of providing outstanding customer service, and what happens if brands / dealers miss the mark. Punishment is harsh. Until next time. christravell PS. This is an observation, and possibly a rant. View Article.

Customer Journey 150

Customer Journey 2013 Article Customers 150

InMoment XI

DECEMBER 3, 2013

Here is the second of three posts discussing our findings from the 2013 Maritz Customer Journey Study. It points out the benefit of providing outstanding customer service, and what happens if brands / dealers miss the mark. Punishment is harsh. Until next time. christravell PS. This is an observation, and possibly a rant. View Article

Customer Journey 150

Customer Journey 2013 Article Customers 150

InMoment XI

DECEMBER 3, 2013

Here is the second of three posts discussing our findings from the 2013 Maritz Customer Journey Study. It points out the benefit of providing outstanding customer service, and what happens if brands / dealers miss the mark. Punishment is harsh. Until next time. christravell PS. This is an observation, and possibly a rant. View Article

Customer Journey 150

Customer Journey 2013 Article Customers 150

InMoment XI

AUGUST 9, 2016

In 2013 IBM reported over 2.5 I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article.

2013 150

2013 2014 Customer Experience Article 150

InMoment XI

AUGUST 9, 2016

In 2013 IBM reported over 2.5 I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article

2013 150

2013 2014 Customer Experience Article 150

Beyond Philosophy

NOVEMBER 17, 2014

The article reports that a mere 30% of Americans “feel engaged at work,” according to the 2013 Gallup poll, leaving the remainder somewhere between indifferent and disgruntled. The New York Times ran an article, “ Why You Hate Work ” that explains that the way we are working isn’t working for today’s employees.

Engagement 164

Engagement ROI 2014 2013 164

Win the Customer

FEBRUARY 9, 2015

billion in 2013 to over 4.9 Although it may seem as though social has made email obsolete, the number of email accounts is expected to increase from over 3.9 billion by the end of 2017. With the growth of social media over recent years, it’s understandable that many businesses have started to pour their resources […].

2013 139

2013 Social Media 2017 Management 139

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. 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.

2016 132

2016 2012 2013 2014 132

Beyond Philosophy

DECEMBER 26, 2014

Seven Predictions for the Customer Experience Industry in 2013. If you enjoyed this post, you might be interested in the following blogs: 2012 Customer Experience Predictions: Positives and Pitfalls. The Future of Customer Experience in 2014.

Net Promoter Score 167

Net Promoter Score NPS Customer Service Insurance 167

Beyond Philosophy

MAY 21, 2015

In 2013, Chris Arnold, Chipotle Spokesman explained in an article on Bloomberg business that revealing the presence of GMOs in their foods “ engenders more trust when you’re forthcoming about the food you serve. They did so without concern for losing business but instead with a concern for transparency.

2013 156

2013 Books Webinar Leadership 156

Alida

JUNE 23, 2017

If you have a customer-centric culture, that cures a lot of ills,” Bezos said in an interview in 2013. To truly understand Amazon’s success, you have to go back to its founder, Jeff Bezos, whose obsession with customer-centricity is widely publicized. “If

Retail 153

Retail Competitive Advantage 2013 Customer Centricity 153

Customer Bliss

OCTOBER 4, 2016

Prior to her recent time at Reval, she was VP of Product and Customer Success at Gartner for three years (2013-2016), as well as COO at Pixable, a tech startup eventually acquired by Singapore Telecom. She’s also been head of enterprise product management and marketing at Turkcell.

Customer Success 166

Customer Success 2016 2013 Metrics 166

Totango

MAY 27, 2022

Following its launch in 2013, Zoom overtook its rivals by differentiating its product on selling points, such as being mobile- and user-friendly. The PLG model had been introduced to the video conferencing space years earlier in 2004 by future Zoom competitor GoToMeeting, which used a freemium offer to introduce users to its product.

2013 123

2013 2004 2007 Customer Retention 123

Alida

JULY 28, 2016

By 2010, the term “big data” had entered the common lexicon.

2010 160

2010 Social Media 2016 2013 160

TechSee

OCTOBER 23, 2018

Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . Personalized product recommendations: AI-driven recommendation engines offer customers products tailored to their preferences. 45% of online shoppers are more likely to shop on a website that makes personalized recommendations.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book. About Brian. He arrived at that role in October 2007.)

NPS 163

NPS Net Promoter Score 2003 2007 163

Joe Rawlinson

JULY 8, 2015

Not just Millennials, but most people these days spend an increasing amount of time on their smartphones (mobile usage in the UK alone increased to 68% in 2014 from 62% in 2013). Another way to stay ahead of the game is to optimise the way in which you interact with customers over their mobile devices.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

Customer Enthusiast

OCTOBER 15, 2021

Back in 2013 I published my first book, Delight Your Customers. The subtitle of that book is 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary.

Customer Service 73

Customer Service 2013 Books Customers 73

Customer Bliss

JULY 25, 2017

Geeta Wilson is the VP, Consumer Experience – Enterprise Transformation at Humana, where she’s been since late 2013. Episode Overview. In this episode, we primarily discuss how and when to know an organization is ready for customer-driven change.

Healthcare 0

Healthcare 2013 Metrics Loyalty Programs 0

Win the Customer

JANUARY 20, 2020

eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business.

2013 159

2013 Feedback Sales Social Media 159

Beyond Philosophy

JANUARY 9, 2017

Car buyers visited an average of 5 dealerships before buying a car in 2013, but now that number is down to 1.6, Google Account Executive Derek Humphrey told the auto show crowd. They walk in already knowing what they want,” he said. And that means that dealers and manufacturers need to find ways to appeal to customers online.

Sales 128

Sales 2013 Books Consumers 128

Beyond Philosophy

SEPTEMBER 11, 2014

Customer Experience Trends 2013: Amazon Claims Top Position Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. I’d love to hear your examples in the comments below. You Will Now.

Banking 138

Banking Culture CEM 2003 138

Bill Quiseng

JULY 28, 2014

Cayzu was founded in 2013 and is quickly gaining traction in the helpdesk software industry as a simple and affordable alternative to more expensive and complicated solutions. Coupled with powerful features, a beautiful and easy to use interface and real-time reporting, Cayzu is perfect for any small to medium sized business.

Customer Service 143

Customer Service Hotels Social Media 2013 143

kommunicate

FEBRUARY 13, 2021

offer a live chat service since 2013 focussed on creating an ecosystem of customer communication. In this article, we’ll look at Tawk.to and Kommunicate to understand how these tools can build better relationships with your audiences by offering 24/7 customer service and serving up the right message at the right time. On the other [.].

2013 97

2013 Blog Article Communication 97

Customer Bliss

APRIL 18, 2018

Founded in 2013, its investors include Laurie Ann Goldman, former CEO of Spanx; Lori Greeley, former CEO of Victoria’s Secret stores; John Hamlin, chairman of REI; Barry Sternlicht, founder of Starwood Hotels; and Claire Bennett, former executive vice president at American Express and member of the board of directors of Tumi.

Apparel 163

Apparel Automotive Books 2013 163

Customer Bliss

SEPTEMBER 8, 2016

Our research on the business models of the S&P 500 Index companies (based on data from 1972 to 2013) indicates that at present more than 80% of companies employ older business models where customers are valued only for their dollars and not for their assets, insights and contributions.

2010 141

2010 2013 Customers Presentation 141