Alida

AUGUST 12, 2016

What are the consumer insight best practices when trying to engage millennials? What are the challenges in engaging millennial consumers? This infographic‰, from our Black Friday 2013 study ‰, highlights how millennials use mobile devices to shop. Here‰’s what you need to know: Who are millennials? How do I recruit millennials?

Customer Insights 189

Customer Insights Insights Engagement Marketing 189

CSM Magazine

NOVEMBER 18, 2024

” Recent data reveals that 80% of consumers want to see AI in customer service, but only 15% of brands have fully deployed such technologies. A primary roadblock? Security concerns. “We’re thrilled to further our investment in CommBox as the company aims to solidify its footprint in Europe and North America.”

Customer Experience 52

Customer Experience Healthcare Omnichannel 2013 52

Joe Rawlinson

JULY 8, 2015

Chinese retailers are taking interactive consumer engagement and social e-commerce to the next level via private messaging platforms like Weibo and WeChat, helping shoppers throughout the entire purchasing process via live chat and ongoing customer service. Lessons on online retailing can also be learnt from the East. Conclusion.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

ReviewTrackers

DECEMBER 7, 2018

The relationship between Yelp and consumer behavior is obvious, and there are plenty of research infographics to back up the claim. The study asked 2,000 consumers about their purchase intent and found that 92 percent make a purchase after when they sometimes, frequently, or almost always visit Yelp. Yelp for Doctors.

Consumers 66

Consumers 2013 2014 2015 66

TechSee

OCTOBER 23, 2018

consumers abandoned a brand due to lack of personalization and trust. Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . According to Accenture , 41% of U.S. Personalized product recommendations: AI-driven recommendation engines offer customers products tailored to their preferences.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

Beyond Philosophy

FEBRUARY 3, 2015

Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right. 25 March 2013. Zhecho Dobrev, one of our consultants published his musings on this concept. They don’t.

CEM 121

CEM 2004 Books Retail 121

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, Research by Cisco of 1500 car consumers found that 83 percent would rather research a car online, and 55 percent would feel comfortable closing the deal virtually. They walk in already knowing what they want,” he said.

Sales 128

Sales 2013 Books Consumers 128

Comm100

FEBRUARY 19, 2021

In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Consumers everywhere are facing challenges every day, and they expect their brands to understand and empathize with this. On top of this, consumers can also anthropomorphize brands. Get Comm100 Free. Comm100 Free. One such study by S.

Customer Experience 133

Customer Experience 2013 2020 Consumers 133

Experience Matters

OCTOBER 13, 2015

For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. Investment firms have the largest generation gap.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

C3Centricity

JUNE 8, 2020

However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Chief Customer Officer B2B 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Chief Customer Officer Customer Experience 111

NetBase

JULY 22, 2020

Here, we’ll take a look at some of the some of the changes taking place in the market and what luxury brands are doing different to meet the needs of consumers right now. What luxury consumers really want from brands. consumers believe luxury brands should engage in manufacturing practices that are environmentally friendly.

Consumers 59

Consumers Brands Fashion Social Media 59

CSM Magazine

JULY 24, 2024

The survey reveals a growing call from UK consumers for brands to find ways to fix declining levels of customer satisfaction, particularly as customers become more unforgiving of poor service delivery. The majority of consumers are willing for AI to be used to resolve their frustrations.

Consumers 52

Consumers Customer Service 2013 B2C 52

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

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

Eptica

SEPTEMBER 30, 2015

In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media. This makes the customer experience vital to building and developing brand values – annoy enough consumers through poor service or behavior and your reputation will suffer, perhaps fatally.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Beyond Philosophy

NOVEMBER 4, 2014

Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. Understanding the power of choice and the pitfalls of it, however, can release an organization from this circle as well as help them define closures that can help consumers feel better about their decision.

CEM 113

CEM 2014 2011 2010 113

Maz Iqbal

OCTOBER 9, 2014

Little Change In The State of Customer Experience Excellence From 2013. Here are my take on this Top 10 list in comparison with 2013 : Virgin Atlantic and Ocado have dropped out of the Top 10. Waitrose ascends the rankings moving from being number ten (2013) to being number 7 (2014). Let’s start with the dominant themes.

2014 89

2014 Customer Experience 2013 Retail 89

Forrester

APRIL 6, 2015

Chastened by a weak economy, presented with copious options, and empowered with technology, consumers have more market-muscle than ever before. The information advantage tips to consumers with ratings and review sites. They claim pricing power by showrooming. This customer-driven change is remaking every industry.

2013 111

2013 2014 B2B Banking 111

Experience Matters

OCTOBER 27, 2014

consumers): H-E-B , Food Lion , Burger King , Chick-fil-A , Publix , credit unions , Sonic Drive-In , Trader Joe’s , Dairy Queen , Kroger , Little Caesar’s , Starbucks , Piggly Wiggly , and Regions have the highest effort ratings. the others: parcel delivery services and retailers.

2013 99

2013 2014 Hotels Retail 99

Brandwatch CX

JANUARY 3, 2019

On November 7, 2013, Twitter priced their IPO at $26 per share. 60% of consumers expect brands to respond to their query within the hour , but the average is 1 hour 24 minutes. 76% of consumers are likely to recommend the brand following friendly service. Twitter reached a peak in revenue of $717m in Q4 2015. A total of 1.3

2006 111

2006 2007 2017 2015 111

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Win the Customer

FEBRUARY 1, 2016

When customer service phone lines aren’t operating, consumers with problems may message brands on networks such as Facebook or Twitter in hopes of reaching a representative. Even if social media managers are not able to offer immediate help, offering an immediate receipt of the message is meaningful to consumers.

Social Media 90

Social Media Customer Service 2013 Consumers 90

ReviewTrackers

DECEMBER 10, 2019

percent of consumers when they were looking for a new primary care physician, which is the second-highest influence of any industry. Digital Assent, 2013 ). Digital Assent, 2013 ). Vitals, 2013 ). Vitals, 2013 ). million consumers that visit the site every month. In 2018, online reviews influenced 66.3

Healthcare 132

Healthcare Hospitality 2013 Insurance 132

Beyond Philosophy

JANUARY 26, 2015

Target , who suffered the data breach in 2013, knows the importance of this immediate and comprehensive action. Immediate notification that includes next steps for Customers is the standard protocol for Customer-centric companies in the event of a data breach. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 102

Customer Centricity CEM Books Government 102

Beyond Philosophy

FEBRUARY 25, 2016

households shopped at Target; but this is down from 43% in January, 2013. Its fourth-quarter, 2013 earnings fell 46% to $520 million, from $961 million in 2014, and sales were down 5%. Let’s look at the financial impact of Target customer distrust. In January, 33% of U.S.

2013 79

2013 Banking Financial 2014 79

Customer Bliss

DECEMBER 5, 2017

Can you manage a B2B relationship with customer providers and consumers? In the beginning stages of Angie’s List, companies would complain about negative reviews from consumers. This was good for the service providers and consumers because it allowed them to see more than just the customer POV.

Chief Customer Officer 129

Chief Customer Officer 2017 2013 2016 129

Beyond Philosophy

NOVEMBER 3, 2014

According to analysts, online home grocery market was worth almost $275 Billion in 2013. I suspect that many of the consumers that love this service in the UK would agree with my kids on this point. However, the hold up could be the consumer. Furthermore, consumers have to see the value in not going to the store.

E Commerce 88

E Commerce Marketing Retail Books 88

Customer Bliss

APRIL 19, 2019

According to Fernando, at Burger King, they are making it a priority to keep up with the evolution of the consumers’ needs. Starting as an intern, he moved up the ranks working different product categories and brands, including Dove where he led the groundbreaking “Beauty Sketches” (Titanium GP in 2013).

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135

Experience Matters

APRIL 16, 2015

This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ). consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. The bottom line: Mobile use continues to rise.

2015 89

2015 Customer Connectedness 2014 2012 89

CX University

JANUARY 10, 2025

The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. However, after 2013, the momentum slowed.

Healthcare 40

Healthcare Technology Hospitality 2013 40

TechSee

JANUARY 24, 2019

Amazon Mayday : First launched in 2013 in connection with the Kindle Fire, Amazon Mayday was an in-app video support that connected an Amazon agent with the Kindle customer with the tap of a button. Customers saw a live support agent, while the agent’s view was limited to the customer’s screen.

Contact Center 141

Contact Center Financial Document 2025 141

C3Centricity

AUGUST 4, 2020

Today there is no excuse for a consumer goods company to not be ready to help their users when they need it the most; for example: Early morning or late at night for personal care products. Today there is no excuse for a consumer goods company to not be ready to help their users when they need it the most.

Customer Service 108

Customer Service Social Media Customer Service Representative Connections 108

Beyond Philosophy

AUGUST 15, 2019

At the end of 2013, the strategic NPS plummeted, and all the bonuses were canceled. He pulled up the consumer confidence figures at the same time. It turns out that consumer confidence plummeted at the same time their strategic NPS did. . Peppers knew that the consumer confidence was reflected in the NPS numbers.

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

Experience Matters

MARCH 18, 2015

In 2011, it was the lowest-rated wireless carrier, with a score of 29%, in 2012 it increased its score to 59%, and then to 61% in 2013, 64% in 2014, and then this year, it became the top-rated wireless carrier, with 67%. This is following a 14-point decline between 2013 and 2014. In 2014, U.S.

Wireless 88

Wireless 2015 2014 2011 88

Experience Matters

JANUARY 20, 2015

As a result of this work, Dell has opened 16 solution centers—which gives customers a place to experience solutions—and has provided proactive support over a wide variety of social channels, simplified Dell.com for consumer and business users, and implemented more than 540 customer innovation ideas. EMC Corporation. Download report for $195.

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108