Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Prevent customers from making negative associations with your brand by creating positive microinteractions. Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better? Social Media ninjas?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

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. The report is a fascinating assessment of the customer centric nature of brand names that we interact with on a daily basis. Yet despite this, my opinion of their brand has not changed.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

Experience Investigators by 360Connext

MARCH 24, 2015

Get real about your experience and brand. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. curtis kopf (@ckopf1) March 20, 2014. Blog Customer Experience Featured Opinion Recent News brand image Conference data innovation leadership speaking'

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

JANUARY 21, 2015

Understanding the customer journey end-to-end helps brands innovate around the experience. I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. This isn’t really about your brand yet. Some of this has to do with where the journey actually begins and ends. Don’t fool yourself!

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Experience Investigators by 360Connext

OCTOBER 31, 2014

We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand.

2013 197

2013 E-support 2014 Social Media 197

Experience Investigators by 360Connext

OCTOBER 6, 2014

This led to more sharing beyond what the brand alone could do. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. AT&T created an internal tribe of employees who were asked to share information only when they felt it was appropriate for their personal networks.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

PeopleMetrics

JULY 14, 2015

PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Three Qualities of Brand Ambassadors.

Customer Centricity 88

Customer Centricity 2015 Brands 2014 88

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. Yes, that’s right, robots! Listen now!

Insurance 237

Insurance 2014 Social Media Consulting 237

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. It was a sentiment I very much agreed with – you can read more about the 2014 results here. A brand is no longer a marketing confection, sustained by persuasive advertising.

2015 87

2015 2014 Brands Customer Experience 87

ReviewTrackers

MAY 15, 2020

Your organization’s ability to build a strong employer brand is a major growth driver. But it takes more than posting job openings on LinkedIn or designing a fancy Careers page to create a brand that resonates with job seekers. Managing your employer brand should be a priority.

Brands 123

Brands 2017 2013 2014 123

Beyond Philosophy

FEBRUARY 2, 2015

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Branding with Music Creates a Memory…Just Hope it’s a Good One. In both cases, the song and the resulting connection is likely to keep positive emotions associated with the brand name. www.spring.org.uk.

Marketing 166

Marketing CEM 2014 Books 166

Customer Bliss

OCTOBER 10, 2017

We’ll get into further detail later: Brand. They almost treated the Board as another workflow, asking them questions such as: Where do you see our brand standing? Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Tricia Morris

JUNE 4, 2015

presidential race, some recent pre-election polling questions regarding public perception also seem to ring true for brands’ and organizations’ customer service and customer experience efforts. Would you say that Brand X is honest and trustworthy, or not? Would you say that Brand X cares about the need and problems of people like you?

Brands 94

Brands Customer Service Net Promoter Score 2016 94

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.). One of the reasons your Customers’ trust you is because you deliver consistently on your brand promise.

White Paper 160

White Paper 2014 2015 2012 160

Beyond Philosophy

SEPTEMBER 28, 2016

Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. How customers feel about a brand affects their loyalty to it. Negative emotions attach themselves to the brand name in the customer’s mind. Not even because Verizon is buying them for $4.8 billion, either ( maybe ).

2014 167

2014 Books 2016 Loyalty 167

GetFeedback

FEBRUARY 6, 2019

Keep survey design on-brand. Keep it consistent by sending a branded, beautiful survey that leaves a lasting impression. Editor’s Note: This post was originally published in May 2014. Attendees will likely pop your survey open in transit. Make sure you’re distributing a short, well-designed, mobile-friendly survey.

Events 276

Events Feedback 2014 Presentation 276

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Brand (R)evaluations. Most companies with great customer experience also have strong brand identities. It’s a hot topic.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Brands use social communities mostly for marketing purposes, broadcasting information, building brand awareness and reaching greater audiences for campaigns and messaging.

Social Media 167

Social Media 2015 Innovation 2014 167

CSM Magazine

NOVEMBER 18, 2024

Rapid Deployment : Enables brands to quickly implement AI-powered communications without compromising security. ” 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. For more information visit [link].

Customer Experience 52

Customer Experience Healthcare Omnichannel 2013 52

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. Temkin Group’s research has shown that customer experience leaders demonstrate four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Experience Matters

SEPTEMBER 29, 2014

In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 The 2014 Temkin Experience Ratings of fast food chains shows that McDonald’s is tied for 16th spot out of 19 QSRs. I applaud McDonald’s for the move.

Customer Connectedness 105

Customer Connectedness 2014 ROI Brand Values 105

Win the Customer

NOVEMBER 14, 2016

Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. Smart brands have embraced the concept of social customer service and know that it makes sense to engage with their customers, right there on social media. A stream of new ideas.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. In addition, practitioners will move from measurement of behaviors to influencing behaviors and ultimately driving brand preference.

2014 150

2014 Presentation Customer Experience Management Measurement 150

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. In addition, practitioners will move from measurement of behaviors to influencing behaviors and ultimately driving brand preference.

2014 150

2014 Presentation Customer Experience Management Measurement 150

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. In addition, practitioners will move from measurement of behaviors to influencing behaviors and ultimately driving brand preference.

2014 150

2014 Presentation Customer Experience Management Measurement 150

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Forrester

APRIL 20, 2015

A new season means a clean slate; the less-than-stellar 2014 baseball season was all but a distant memory. It''s the first time we''ve benchmarked brands using the next generation CX Index methodology that we announced in June of 2014 (the Sox lost to Seattle that day 8-2, but at least one good thing happened!).

2015 103

2015 2014 Customer Experience Measurement 103

Alida

MARCH 10, 2016

Social media and online review sites give them a megaphone to broadcast their feelings about brands—positive and negative. Brands have never been more fragile,” James Surowiecki, a business journalist for The New Yorker , wrote in 2014. What is customer intelligence—and how can it transform your brand? Conclusion.

Sales 172

Sales 2013 2014 Insights 172

GetFeedback

MAY 9, 2018

Many small businesses, e-commerce brands, financial services, and even call centers integrate texting into their customer service practice to reduce wait times and conduct customer satisfactions surveys. Having a live chat feature, whether or not the customer uses it, can also improve brand perception. Add live chat to your website.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

Win the Customer

JANUARY 28, 2015

I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors. Throughout the event, the concepts of brand purpose and listening, as well as […]. Call Center Communication Customer Service'

2014 136

2014 Customer Service Call Center Advertising 136

Customer Bliss

MARCH 8, 2016

Ever since social media became a force, the idea of ‘social media love’ — getting positive feedback from clients and customers and fans, essentially — has been something that many brands aim for in the social space. Carl’s Fine Films is a branding agency. Social Media Love Case Study: Trader Joe’s.

Social Media 142

Social Media Customer Experience Reference 2014 142

Forrester

APRIL 20, 2015

A new season means a clean slate; the less-than-stellar 2014 baseball season is all but a distant memory. It''s the first time we''ve benchmarked brands using the next-generation CX Index methodology that we announced in June 2014. To hit a home run, the 299 brands we studied had to do more than make customers happy.

2015 97

2015 2014 Customer Experience Measurement 97

Customers That Stick

OCTOBER 23, 2014

Topics include: Profiting from service & solutions: what product companies need to know, Building the world’s largest salon brand: the Great Clips story, Salesforce.com: building to a new vision of outcomes-based service. If you have the opportunity, I hope you will check out this excellent conference!

Leadership 128

Leadership 2014 Customer Service Training 2015 128

Alida

NOVEMBER 10, 2017

And while it’s true that consumer goods companies are already jumping on the connected device bandwagon, these brands need to gather insight on customer preferences to thrive in this lucrative but increasingly competitive space. Brands must focus on the business opportunity of trendy technology. More seamless home delivery.

2018 174

2018 E Commerce Retail E-support 174

Forrester

JULY 22, 2015

In 2014, Forrester analyzed CX Index data to see which of the three dimensions of CX quality matters most to customer loyalty - effectiveness, ease, or emotion. We found that emotion, how an experience makes the customer feel, has a bigger influence on their loyalty to a brand than either of the other two factors.

2014 111

2014 2015 Loyalty Customers 111

Think Customers

OCTOBER 5, 2014

According to the Temkin Group''s recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry''s CX leader within three years. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again.

Customer Experience 93

Customer Experience 2014 Loyalty Customer Experience Management 93