Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. For most industries, the average NPS is highest with older consumers and is lowest with younger consumers. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. Download report for $495.

Net Promoter Score 103

Net Promoter Score 2014 Customer Connectedness NPS 103

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. This is so important and a pillar that has become necessary as we, the consumer, are demanding more emotionally engaging experiences every day. Personalisation.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

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

CSM Magazine

OCTOBER 6, 2020

reveals his 3-step formula for winning hearts and minds in the quest for consumer trust in the age of AI. Global research from Capgemini reflects this sentiment, revealing that 62% of consumers would place higher trust in an organisation whose AI interactions they perceive as ethical. AI and consumer trust – a delicate balance.

Consumers 52

Consumers Insurance Customer Confidence Automotive 52

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

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. Equally dangerous is the risk of myopically focusing just on the immediate sector competitors , who are often only marginally different in the consumers’ eyes. Thanks for listening.

2014 73

2014 Customer Philosophy Customer Experience Customer Journey Mapping 73

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know. and Execs In The Know.

Consumers 40

Consumers 2017 2014 Multi-Channel 40

Experience Matters

APRIL 9, 2015

Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. percentage-points between 2014 and 2015. consumers’ financial security dips. To gauge the overall quality of life for the U.S. The bottom line : U.S. Customer experience'

2015 94

2015 Consumers 2014 Financial 94

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. Founded in 2014, PSG operates out of offices in Boston, Kansas City, London, Paris, Madrid, and Tel-Aviv. A primary roadblock? Security concerns.

Customer Experience 52

Customer Experience Healthcare Omnichannel 2013 52

Comm100

FEBRUARY 19, 2014

According to a Forrester Research report from March of 2013, voice remains the most widely used method by consumers with 71% stating this is their preferred choice when communicating with companies. This channel also has the highest satisfaction rating after voice with consumers. Chat Away in 2014. Web Chat – Customers Love It!

2014 40

2014 Customer Satisfaction Multi-Channel Social Media 40

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

NetBase

AUGUST 4, 2020

Using social listening to solve consumer and brand concerns. And here are some white space statistics uncovered with white space intel, to help you along, including: Digital Food orders have grown 300% faster than dine-in since 2014. Where will your brand fit in and what will the consumer sentiment be? Solving Consumer Concerns.

Social Media 83

Social Media 2014 Consumers Brands 83

BirdEye

FEBRUARY 15, 2024

With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage.

2024 111

2024 Automotive 2023 Healthcare 111

Customer Bliss

NOVEMBER 29, 2021

To support those conversations, the Choosing Wisely® Initiative of the American Board of Internal Medicine Foundation in partnership with Consumer Reports was established. A 2017 Minnesota Department of Health report review of tests, ordered by physicians in the state in 2014, validates the need for such conversations. Click To Tweet.

Healthcare 139

Healthcare Banking Advertising 2014 139

Customer Interactions

JULY 7, 2015

Companies are realizing that creating and delivering an exceptional customer experience, one that is unmatched by the competition, is the key to gaining a competitive edge and the continued satisfaction and loyalty of the consumer.

2014 28

2014 Customer Experience Loyalty Consumers 28

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 Matters

MAY 26, 2015

consumers to rate the customer service of 278 organizations across 20 industries ( see.pdf with full list ). Six industries improved between 2014 and 2015, while 13 declined. On average, hotels and computers increased the most between 2014 and 2015, while supermarkets, rental car agencies, and major appliances dropped the most.

2015 119

2015 Customer Service 2014 Airlines 119

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Maury has phased out the work this way: 2012-2014: Closing the necessary gaps.

Customer Experience 154

Customer Experience 2014 2016 2012 154

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. HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company. Investment firms have the largest generation gap.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Customers That Stick

DECEMBER 11, 2014

Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. We asked an open ended question: “What do you dislike most about holiday shopping?”

2014 160

2014 Customer Experience Retail Blog 160

Retently

MARCH 23, 2023

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. Consumer-focused banks reported an average Net Promoter Score in the 30s, indicating positive sentiment and overall satisfaction with the industry.

Net Promoter Score 124

Net Promoter Score NPS Insurance Airlines 124

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

Experience Matters

MARCH 19, 2015

After decreasing its average score for the past three years, the hotel industry increased in the 2015 Ratings to 66.2%, up from 60% in 2014, the highest rating over all five years. Out of any of the 20 industries that we evaluated, the hotel industry saw the largest improvement over its 2014 ratings as the industry average increased by 6.2

Hotels 112

Hotels 2015 2014 Customer Experience 112

Brandwatch CX

MARCH 7, 2023

of social logins made by consumers to sign into the apps and websites of publishers and brands If you’d like more facts, we’ve written a full post of Facebook Statistics Twitter statistics 500 million people visit Twitter each month without logging in There is a total of 1.3 Facebook accounts for 53.1%

Social Media 98

Social Media 2014 Advertising 2017 98

ReviewTrackers

APRIL 7, 2021

After all, reputation is the key to building public and consumer trust. In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. It’s also the most fragile one. A great reputation can set a bank apart from its competitors.

Banking 94

Banking Management 2012 Social Media 94

TechSee

DECEMBER 12, 2017

A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email. . According to technology giant Cisco, video will account for 80% of all Internet traffic by 2019, up from 64% in 2014.

Omnichannel 144

Omnichannel White Paper Contact Center Touchpoint 144

Think Customers

JUNE 2, 2015

It's pretty easy to see how pervasive the use of mobile devices has become with consumers. As of January 2014, consumers now spend more time on their mobile devices for Internet usage than on desktop PCs, according to comScore.

Marketing 91

Marketing 2014 2015 Social Media 91

Eptica

SEPTEMBER 10, 2015

Author: Derek Lewis This week’s launch of the Apple iPhone 6S, iPad Pro and new Apple TV has focused attention on the consumer electronics market, and shows the importance of technology and gadgets to all our lives. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience?

Customer Service 76

Customer Service 2015 2014 Social Media 76

Experience Matters

MARCH 13, 2015

in 2014 to 63.7% Between 2014 and 2015, Subaru ’s rating dropped 16 percentage-points, from 73% down to 57% over the past year. Of the five companies in the entire Ratings whose scores declined the most between 2014 and 2015, three of the companies are auto dealers. in 2015, the lowest score they’ve had since 2012.

2015 109

2015 2014 2012 Customer Experience 109

Alida

JUNE 5, 2017

For example, L’Oreal, the largest cosmetics and beauty company in the world, began its digital transformation in 2014 and appointed Lubomira Rochet as its CDO to lead digital initiatives. Many CDOs bring deep technological expertise, but CEOs also hope that this new C-suite role can bring valuable consumer insight.

Fashion 154

Fashion Retail E Commerce 2014 154

Experience Matters

MARCH 20, 2015

The average rating of the banking industry stayed steady at 71% between 2014 and 2015. Citizens (+6 points), Fifth Third (+6 points), and Bank of America (+4 points) improved their ratings the most between 2014 and 2015.

Banking 123

Banking 2015 2014 Customer Experience 123

Brad Cleveland Blog

FEBRUARY 10, 2015

Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations? Yes: 22% No: 78% Corporate Perception (2014 Corporate): Do you feel that your customer care organization generally meets the needs and expectations …

Consumers 20

Consumers 2014 Customer Care Customer Expectations 20

CSM Magazine

DECEMBER 8, 2015

The Phone Co-op, based in Chipping Norton and Manchester, UK has won the Best Consumer Facing award at the UK Social Enterprise Awards. The Phone Co-op is a consumer co-operative that exists to serve its members, and inspire others with an alternative, better model for business and the economy.

Consumers 45

Consumers Transportation Telecommunications 2014 45

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? Blockchain will transform many industries—including big markets like financial services —so companies need to get closer to their customers to understand the impact of this technology to consumer behavior.

2018 174

2018 E Commerce Retail E-support 174

Brad Cleveland Blog

FEBRUARY 10, 2015

Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations? Yes: 22% No: 78% Corporate Perception (2014 Corporate): Do you feel that your customer care organization generally meets the needs and expectations …

Consumers 20

Consumers 2014 Customer Care Customer Expectations 20

Experience Matters

MAY 5, 2015

This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). consumers: Some of the findings form the research include: Consumers increased their daily computer usage across all nine social media sites we examined. in 2014 to 47.1%

Social Media 83

Social Media 2015 2014 2012 83

Experience Matters

DECEMBER 1, 2014

Our ROI of Customer Experience, 2014 shows that emotion is the most significant driver of loyalty, especially when it comes to consumers recommending firms to their friends. consumers), H-E-B earned the highest overall emotion rating of 84%, outpacing second place Trader Joe’s by three points.

2013 115

2013 2014 ROI Consumers 115