Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. We look forward to meeting more interesting professionals like them in 2015!

2014 104

2014 Customer Experience 2015 Contact Center 104

Maz Iqbal

OCTOBER 14, 2014

If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one.

2014 91

2014 Customer Philosophy Customer Experience Leadership 91

Experience Matters

JANUARY 9, 2015

I looked through Temkin Group’s 2014 research and picked out 10 interesting factoids. The bottom line : We did a lot of research in 2014! It was difficult to narrow down to 10 items that collectively provide a sense of the state of customer experience. Click here to download a 18″ x 24″ poster version (.jpg).

2014 127

2014 Customer Experience Download Customers 127

Experience Matters

SEPTEMBER 9, 2014

We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S.

2014 126

2014 ROI Net Promoter Score Customer Experience 126

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. In 2014, customer’s expect ethics as standard. . Here, it occurs to me that it is worth pointing out that First Direct is No 1 on the 2014 list of CX Champions. John Lewis is No 2.

2014 78

2014 Customer Experience Retail Leadership 78

Experience Matters

DECEMBER 30, 2014

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. This is the fourth year that we’ve published this report on how companies are using CX metrics. Use our CX Metrics Assessment, along with data from large companies, to benchmark your organization’s CX metrics efforts.

2014 110

2014 Metrics Customer Connectedness Customer Experience 110

Experience Matters

NOVEMBER 11, 2014

Congratulations to Temkin Group’s 2014 Customer Experience Excellence Award winners: Dell , EMC , and Touchpoint Support Services. Customer experience'

2014 96

2014 Customer Experience Touchpoint Customers 96

Very Best Service

OCTOBER 6, 2014

Customer service week is taking place from 6th October 2014 until 10th October 2014. Once again, we list below some of the initiatices we have come across, mainly via Twitter.

2014 87

2014 Customer Service 2013 Customers 87

Win the Customer

SEPTEMBER 15, 2014

As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape. Call Center Customer Service Technology'

Call Center 136

Call Center 2014 Technology Customer Service 136

Experience Matters

SEPTEMBER 2, 2014

Here are some of our plans for CX Day 2014: Research discount. Anyone who attends one of the two Temkin Group webinars will receive a code for downloading a free copy of the report, Lessons in CX Excellence, 2014. Last year Temkin Group had a great time celebrating CX Day. Free webinars. Free research. Free eBook. New CX Infographic.

2014 102

2014 Webinar Download Events 102

ijgolding

OCTOBER 21, 2014

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. blog posts for 2014 were: Got Empathy? : The topic of empathy topped the list of posts this year. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year.

2014 76

2014 Metrics Net Promoter Score Blog 76

Strativity

JUNE 10, 2014

Date: June 17, 2014 Time: 3pm – 4pm EDT . The winner will be announced by mid June 2014. . The post News and Updates – June 2014 appeared first on Strativity. Webcast: Accelerating Cultural Transformation. Click here to register. Now on the Strativity Blog! Thank you for your continued support. .

2014 52

2014 CEM Workshop Culture 52

Think Customers

DECEMBER 10, 2014

In 2014, this shift manifested itself through organizational changes across industries and advances in technology. Building a relationship with your customers through multiple touch points has become a critical business practice as market forces raised the status and value of customer experiences. 1to1Media.com/weblog.

2014 108

2014 Customer Experience Blog Customers 108

Experience Matters

OCTOBER 15, 2014

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Based on data from 218 large organizations with at least $500 million in annual revenues, we examined VoC efforts within large organizations. The report includes a self-assessment and data to benchmark your VoC program.

2014 100

2014 Customer Connectedness Net Promoter Score Effort Score 100

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever.

2014 102

2014 Customer Experience 2010 2015 102

Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries.

Net Promoter Score 103

Net Promoter Score 2014 Customer Connectedness NPS 103

ijgolding

OCTOBER 31, 2014

That is why I want to pose the question – 1914 or 2014: when was the best time to be a customer? For a customer there was only one predominant way to shop… one ‘channel’ That channel was the channel that in 2014 is continually in decline – Face to Face! Fast forward 100 years to 2014.

2014 92

2014 Consumers Retail Transportation 92

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. Now think of Jeff Bezos at Amazon, or Tony Hsieh of Zappos, Steve Jobs at Apple, Richard Branson at Virgin… That concludes the conversation on Nunwood’s 2014 UK Analysis report.

2014 73

2014 Customer Philosophy Customer Experience Customer Journey Mapping 73

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become.

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

The DiJulius Group

DECEMBER 3, 2014

9 Worst Customer Service Stories of 2014 – Check out these nine Customer service fiascos of 2014: 9. Manager fired for poor responses to negative reviews – After receiving online complaints from Customers, a hotel manager posts responses such as “What do you expect for so little cash?”

2014 49

2014 Customer Service Hotels Customers 49

Experience Investigators by 360Connext

APRIL 30, 2015

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Brands 266

Brands 2013 2014 Retail 266

The DiJulius Group

JANUARY 7, 2015

In case you missed it - The 8 most popular eServices of 2014 were the following. (I I suggest printing them out, reading and sharing them with your management team.) The 9 things your Customers do not want to hear – The majority of employees at most businesses uses these phrases. Make sure they are […]. Customer Service'

2014 0

2014 Customer Service Management Customers 0

CX Journey

DECEMBER 30, 2014

Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year. Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year?

2014 66

2014 Customer Experience 2015 Touchpoint 66

Strativity

FEBRUARY 1, 2015

The results of Strativity’s 2014 Customer Experiences in Action Study provide insight into the characteristics of a successful customer-centric company, including five core customer experience components on which companies must focus to become customer-centric.

CEM 40

CEM 2014 Customer Experience Customer Centricity 40

CCO Council

APRIL 16, 2014

I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview.

2014 74

2014 Chief Customer Officer Fashion ROI 74

Experience Investigators by 360Connext

JANUARY 30, 2015

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2013 252

2013 Customer Service E-support 2014 252

Think Customers

JANUARY 5, 2015

What constitutes a great customer experience? According to The Temkin Group, it''s a combination of three aspects of a customer''s interaction with a company--functionality, accessibility, and emotionality. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

2014 104

2014 Customer Experience Social Media Loyalty 104

CSM Magazine

NOVEMBER 18, 2024

Founded in 2014, PSG operates out of offices in Boston, Kansas City, London, Paris, Madrid, and Tel-Aviv. Having backed more than 140 companies and facilitated over 500 add-on acquisitions, PSG brings extensive investment experience, deep expertise in software and technology, and a firm commitment to collaborating with management teams.

Customer Experience 52

Customer Experience Healthcare Omnichannel 2013 52

Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. In 2014, he plans to further define the role of customer success in the organization and “calm the nerves” of the sales team. Have you set your Customer Success New Year’s Resolutions yet?

2014 48

2014 Customer Success Chief Customer Officer 2013 48

Comm100

FEBRUARY 19, 2014

Chat Away in 2014. The post Accessibility is Key to Customer Satisfaction in 2014 appeared first on Comm100 Blog. Proactively engaging website visitors indicates a willingness to deliver a great customer experience which can certainly lead to customer loyalty and long term customer relationships. The evidence is apparent.

2014 40

2014 Customer Satisfaction Multi-Channel Social Media 40

Confirmit

DECEMBER 21, 2016

At this time back in 2014, I was just getting ready to start. I’m excited to write this blog just as I approach my 2-year anniversary with Confirmit! I’ll never forget the first week at the Confirmit Emeryville office. Chengcheng Feng and I started on the same day and went through Authoring and Reportal training together.

2014 53

2014 Customer Voice Technology Consulting 53

Strativity

JULY 18, 2014

. . July 2014 News . . Orlando, FL October 21-23, 2014. The post July 2014 News – New Fall CEM Program, What Taylor Swift Knows about Customer Experience and more appeared first on Strativity. Webcast. . Accelerate Cultural Transformation. Because nobody likes change. . Thank you for your continued support! . .

CEM 40

CEM 2014 Customer Experience Workshop 40

kommunicate

DECEMBER 2, 2022

Last Updated on December 2, 2022 Zendesk acquired Zopim in 2014 to rebrand it as Zendesk Chat. So, what IS Zendesk chat? Zendesk chat is a live chat software popular with businesses of all sizes worldwide. Zendesk chat also refers to software enabling your customer support team to engage with customers with automated bots. Customers [.].

2014 97

2014 2022 Reference Blog 97

Forrester

OCTOBER 1, 2014

Fast-forward to 2014 and things look a lot better in the world of CX. They desperately wished that executives would see the value of measuring and managing CX at an enterprise level but admitted their leadership just wasn''t thinking that way yet.

2014 88

2014 2007 Touchpoint Government 88

Customer Interactions

JULY 7, 2015

I believe that 2014 will eventually become “the year of the customer” with significant investments by companies that focus on customer experience.

2014 28

2014 Customer Experience Loyalty Consumers 28

Win the Customer

FEBRUARY 17, 2014

Can your customer reach you when they have questions or concern to ensure customer satisfaction in their greatest time of need?

Customer Satisfaction 126

Customer Satisfaction 2014 Technology Customer Service 126