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

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

ijgolding

OCTOBER 31, 2014

Whilst there was not a focus on what life was like for the consumer, it is impossible for me not to consider the impact of Customer Experience – whatever the era!! That is why I want to pose the question – 1914 or 2014: when was the best time to be a customer? Fast forward 100 years to 2014.

2014 92

2014 Consumers Retail Transportation 92

Experience Investigators by 360Connext

MARCH 24, 2015

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. So Perman and his team make it a point to identify where they want to go, not where they DON’T want to go. It’s a subtle but important idea. Kevin Gibson, Humana #ngce.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

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

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

Beyond Philosophy

FEBRUARY 2, 2015

16 December 2014. < 16 December 2014. < 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]. Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Marketing 166

Marketing CEM 2014 Books 166

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

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

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

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

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

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%. In the UK, more and more consumers are refusing to accept poor quality customer service. Let your customers rave. See how one good response can pay for itself over and over again?

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

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

GetFeedback

MAY 9, 2018

A consumer survey by Imprint Plus found that 32.5% In fact, mobile video viewing has steadily increased year over year, from 125 million views a year in 2014 to a projected 179.4 And four times as many consumers prefer to watch a video about a product than read about it. Today, customer service goes beyond the call center.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

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

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 143

Omnichannel White Paper Contact Center Touchpoint 143

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

ShepHyken

OCTOBER 28, 2016

And the vast majority (95%) of consumers share bad experiences with others. Let’s say that over the course of a year, of the hundreds of thousands of interactions customers will have with a large consumer-facing company, 5,000 have a bad customer experience. Popular consumer-driven review sites like Yelp, TripAdvisor, Glassdoor, Yahoo!,

Blog 133

Blog 2014 Poor Customer Service Contact Center 133

Experience Matters

MARCH 3, 2015

consumers to rate 293 organizations across 20 industries (we added utilities this year). consumers to rate their recent interactions with 293 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. Between 2014 and 2015, only five industries improved and 14 declined.

2015 128

2015 Customer Connectedness Download 2014 128

Beyond Philosophy

JANUARY 16, 2015

The end of 2014 was really busy. Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research' My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook.

CEM 152

CEM Webinar 2014 User Experience 152

Beyond Philosophy

SEPTEMBER 28, 2016

Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. It should surprise no one that when Econsultancy.com asked in a survey if consumers thought there are enough safeguards on their information , 87% of them said no. Not even because Verizon is buying them for $4.8 Probably not.

2014 167

2014 Books 2016 Loyalty 167

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

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

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

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. The rise of personal computing devices, from iPhone apps to Fitbits, will continue to change how consumers experience the world they live in.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

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

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

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

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. 4 September 2014. < Zhecho Dobrev, one of our consultants published his musings on this concept. They don’t.

CEM 121

CEM 2004 Books Retail 121

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. Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. Online communities are now mainstream business tools.

Social Media 167

Social Media 2015 Innovation 2014 167

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

Think Customers

OCTOBER 29, 2014

You see, as Halloween continues to gain in popularity, consumers are now scrambling to conjure up costumes and stockpile sweets before one holiday rolls into the next. In fact, according to the NRF''s Halloween Consumer Spending Survey, consumers are expected to spend $7.4 billion on Halloween goods in 2014.

2014 88

2014 Books Consumers Blog 88

GetFeedback

JUNE 12, 2019

In 2014, we realized that our program was getting outdated,” Sansoin told us. But consider that Salesforce found that 80% of consumers feel customer experience is as or more important than the products or services offered. Our survey invitations were sent out by mail, and we had a long survey with more than 25 questions.

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199

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