Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Are you ready to make 2015 even better?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

MARCH 4, 2015

Since launching the podcast in late 2014, we’ve had the pleasure of discussing how customers matter with authors like Jackie Huba , business leaders like Gini Dietrich , social business experts like Rachel Happe , entrepreneurs like The Mafia Hairdresser , and even my brother(!) What do you think?

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. 26 August 2014. < 26 August 2014. < 24 April 2014. 26 August 2014. < 26 August 2014. < 26 August 2014. www.bautomation.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day! It is part of a broader celebration of Customer Experience Day. . Image credits: WikiThreads , Global X via Creative Commons license.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

JANUARY 21, 2015

I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. One airline trying to understand the actual journey more for their customers is Virgin Atlantic. Just from my observations, I could tell this was a different approach.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Experience Investigators by 360Connext

MARCH 23, 2015

The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles. How can we prove we know them in the ways they want? Super Fans FTW.

Insurance 237

Insurance 2014 Social Media Consulting 237

Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day 2014. The data analysts are just as important as the service designers, and there is room for so many of us in between. I love the way the community is evolving, and I’m awfully proud to be a part of it. Image Credit: Jason Hargrove via Creative Commons. Tomorrow is the second annual global Customer Experience Day. Join us! .

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. There are now calls for executive teams to add Chief Social Officers and Chief Content Officers.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. Annie has been specializing in the field of Customer Experience Management for over ten years, but has dabbled in lots of different parts of business.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Experience Investigators by 360Connext

MARCH 24, 2015

curtis kopf (@ckopf1) March 20, 2014. It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Improving customer experience starts with a commitment to change the culture. Kevin Gibson, Humana #ngce.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Win the Customer

APRIL 2, 2015

According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment.

Customer Experience 139

Customer Experience 2014 Culture Communication 139

Beyond Philosophy

NOVEMBER 17, 2014

Here’s a look at their stock over the past year: Source: Nasdaq.com on 10 September 2014. As a result, take a look at their stock price over the past five months: Source: Nasdaq.com on 10 September 2014. On the other hand, Google has great employee engagement. Their satisfaction rating by employees is 99%.

Engagement 164

Engagement ROI 2014 2013 164

InMoment XI

AUGUST 9, 2016

exabytes of data were created every day; by 2014 this was 2.3 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. In 2013 IBM reported over 2.5 zettabytes. View Article

2013 186

2013 2014 Customer Experience Article 186

Experience Investigators by 360Connext

JUNE 15, 2015

Alibaba Group did more than $390 BILLION in sales in 2014. #BABASmallBiz @AskAmex #HeForShe pic.twitter.com/i47KgTEIwy. YWCA Chicago (@YWCAChicago) June 10, 2015. Stay lean if you can. They have approximately 34,000 people employed. While that sounds like a lot, it’s an impressively low number of people.

2015 217

2015 Leadership Innovation 2014 217

Win the Customer

FEBRUARY 7, 2015

The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than positive ones.

Customer Service 136

Customer Service 2014 Call Center Exceptional Customer Service 136

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. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). (Source: Brian Manusama, Gartner.com ). Clearly, more Customers want self-service options.

White Paper 160

White Paper 2014 2015 2012 160

Customer Bliss

OCTOBER 10, 2017

Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences. Maury says it best: “I like the word stewardship more than ownership.” ” The Deliberate Timeline Of Improvement. 2016-2018: Excellence around execution.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Customers That Stick

DECEMBER 11, 2014

The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24, 2014 and surveyed 450 male and females between the ages of 18-65 living in the United States. The survey revealed a number of things about the holiday shopping experience: Other customers are a big source of unpleasantness.

2014 160

2014 Customer Experience Retail Blog 160

Beyond Philosophy

FEBRUARY 2, 2015

16 December 2014. < 16 December 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: “Music and Memory: 5 Awesome New Psychological Studies.” www.spring.org.uk. < [link] > Mohana, Malini. Music & How it Impacts Your Brain, Emotions.” Psychcentral.com. < [link].

Marketing 166

Marketing CEM 2014 Books 166

CloudCherry

FEBRUARY 26, 2019

Some of the data challenges reported by the respondents are: The quality of data and access to diverse sources of data are the top two challenges today facing analytics teams, as they have since 2014.

2018 256

2018 2014 Measurement Retail 256

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. A few years, during the relentless Polar Vortex, we made t-shirts for our team saying “Winter Suffer Fest 2014. In 2018, that number has skyrocketed to a massive $1.1 Bring it.”

Contact Center 136

Contact Center 2018 2014 Retail 136

Customer Bliss

JANUARY 18, 2017

He graduated from Butler University in 2014 and lives in Carmel, IN. What other things do customers (or you) absolutely despise? Let us know in the comments! About Michael Becker. . Michael Becker is a content marketing strategist at Sharpen. Outside of work, he enjoys fitness. Connect: LinkedIn | Twitter.

Multi-Channel 212

Multi-Channel 2014 Contact Center Interaction 212

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

2014 150

2014 Customer Experience Blog Customers 150

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

2014 150

2014 Customer Experience Blog Customers 150

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

2014 150

2014 Customer Experience Blog Customers 150

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ).

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

InMoment XI

JUNE 18, 2014

Meeker’s 2014 edition has a section on Big Data where she lists the following six trends: View Article. What can Big Data mean for your Voice of Customer (VoC) software platform and program?

2014 150

2014 Voice of Customer Article Customers 150

InMoment XI

OCTOBER 20, 2014

In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. View Article.

Customer Relationships 150

Customer Relationships 2014 Management Blog 150

InMoment XI

AUGUST 9, 2016

exabytes of data were created every day; by 2014 this was 2.3 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. In 2013 IBM reported over 2.5 zettabytes. View Article.

2013 150

2013 2014 Customer Experience Article 150

InMoment XI

JUNE 18, 2014

Meeker’s 2014 edition has a section on Big Data where she lists the following six trends: View Article What can Big Data mean for your Voice of Customer (VoC) software platform and program?

2014 150

2014 Voice of Customer Article Customers 150

InMoment XI

OCTOBER 20, 2014

In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. View Article

Customer Relationships 150

Customer Relationships 2014 Management Blog 150

InMoment XI

AUGUST 9, 2016

exabytes of data were created every day; by 2014 this was 2.3 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. In 2013 IBM reported over 2.5 zettabytes. View Article

2013 150

2013 2014 Customer Experience Article 150

InMoment XI

JUNE 18, 2014

Meeker’s 2014 edition has a section on Big Data where she lists the following six trends: View Article What can Big Data mean for your Voice of Customer (VoC) software platform and program?

2014 150

2014 Voice of Customer Article Customers 150

InMoment XI

OCTOBER 20, 2014

In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. View Article

Customer Relationships 150

Customer Relationships 2014 Management Blog 150

InMoment XI

JANUARY 30, 2014

During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday.

Customer Experience 150

Customer Experience 2014 Article Customers 150

Beyond Philosophy

SEPTEMBER 9, 2014

9 May 2014. 20 August 2014. < If you would like to follow Beyond Philosophy click here Follow Colin Shaw on Twitter @ColinShaw_CX Sources: Spector, Dina. These Hilarious Charts Will Show You Exactly Why Correlation Doesn’t Mean Causation.” www.businessinsider.com.

Hotels 161

Hotels 2014 2008 CEM 161

GetFeedback

FEBRUARY 6, 2019

Editor’s Note: This post was originally published in May 2014. What’s the ideal outcome or call-to-action? How will you reinforce the messages you delivered? Online surveys can help you answer these questions and more. It’s been updated for accuracy and freshness.

Events 276

Events Feedback 2014 Presentation 276