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.

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.

2014 150

2014 Presentation Customer Experience Management Measurement 150

Win the Customer

MARCH 18, 2015

Customer experience management can be a long term disaster for organizations that have been subjected to a data breach causing leaks of critical customer information and loss of customer trust. Customer Experience Management Technology'

Customer Experience 129

Customer Experience 2014 Customer Experience Management Technology 129

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ Today, we have a much larger customer base, and we can’t keep doing things the ways we have always done them. Follow Colin Shaw on Twitter @ColinShaw_CX.

Engagement 142

Engagement 2014 Employee Experience Customer Experience Management 142

Forrester

APRIL 1, 2015

In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for their burgeoning CX program. customer experience journey mapping. customer experience management. customer experience maturity.

2011 105

2011 Telecommunications 2014 Roadmap 105

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.). Clearly, more Customers want self-service options. (Source: Brian Manusama, Gartner.com ).

White Paper 160

White Paper 2014 2015 2012 160

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' The post Why I Suffered Through A Website Redesign (and You Should, too!)

CEM 152

CEM Webinar 2014 User Experience 152

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. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Experience 93

Customer Experience 2014 Loyalty Customer Experience Management 93

PeopleMetrics

JULY 14, 2015

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. They are attuned to customer and client needs. Brand Ambassadors also build relationships with their customers.

Customer Centricity 88

Customer Centricity 2015 Brands 2014 88

Experience Matters

JANUARY 20, 2015

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

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Customers That Stick

NOVEMBER 10, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. Twenty four tips to make it easier for them.

Omnichannel 147

Omnichannel 2014 Blog Mobile Customer Service 147

CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? 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.

2014 66

2014 Customer Experience 2015 Touchpoint 66

Customer Bliss

APRIL 13, 2017

They’re putting a large suite of marketing activities under one tab, which is called The Experience Cloud — and yes, that’s the same thing Adobe calls their product. Sprinklr has been buying companies since 2014 in an effort to ultimately make this “pivot.”

Customer Experience 135

Customer Experience 2014 Customer Experience Management Culture 135

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Customers deserve better.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

NOVEMBER 4, 2014

19 August 2014. < 19 August 2014. < . < [link] > Carvalho, John. The Simple Way to Minimize Buyer’s Remorse.” www.neurosciencemarketing.com. 16 July 2013. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. < [link].

CEM 113

CEM 2014 2011 2010 113

Customers That Stick

OCTOBER 13, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 35: September 2014. Thoughts on the Customer: Fewer Choices, More Happiness. Why Are Emotional Connections the Key to Exceptional Customer Service?

Call Center 119

Call Center 2014 Exceptional Customer Service Blog 119

Strativity

JULY 18, 2014

. . July 2014 News . . Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Orlando, FL October 21-23, 2014.

CEM 40

CEM 2014 Customer Experience Workshop 40

Beyond Philosophy

FEBRUARY 3, 2015

4 September 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Aagaard, Michael. “10 10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” Contentverve.com. 25 March 2013. < [link] > The post Subconscious Clues That Call People to Action appeared first on Beyond Philosophy.

CEM 121

CEM 2004 Books Retail 121

ClearAction

SEPTEMBER 28, 2015

Here are 5 words representing successful customer experience management (CXM) in the future: 1) Context. 1) Customer Experience Excellence as a Context. Every job exists thanks to customer funding. At the end of the day, company growth is the ultimate reason for customer experience management.

Customer Experience 105

Customer Experience 2015 ROI Customer Experience Management 105

CX Journey

MARCH 17, 2015

I originally wrote today''s post for Confirmit in November 2014. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.

Metrics 77

Metrics 2014 Chief Customer Officer Webinar 77

Customer Guru

JULY 10, 2018

The impact that CX has on the revenues of a brand can be gauged by this data – a research by American Express revealed that 60% of customers are willing to pay more for better customer experience. Source: 2014 Global Customer Service Barometer | American Express.

Social Media 115

Social Media Customer Experience Advertising 2014 115

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . Join Lior Arussy and Bruce Temkin as they discuss: Clear, actionable steps to design an effective customer journey map. Techniques that will elevate your customer journey mapping to the next level . ? CEM Certification – October 21 – 23, 2014. . .

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey CEM 2014 52

Touchpoint Dashboard

JANUARY 21, 2015

Today’s post is a modification of one that Annette wrote for CX Journey™ on November 11, 2014. Or are you still wondering why it’s an important tool to have in your customer experience management toolbox? Throughout 2014, I’ve written about different ways that journey maps can help you advance […].

2014 68

2014 Customer Journey Touchpoint Blog 68

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM 2014 74

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). In 2006, the most common reason customers visited a branch was to deposit funds.

Banking 79

Banking Customer Experience 2014 2001 79

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? Your customer experience vision will be inspirational and aspirational; it will outline what you see as the future state of the customer experience.

Customer Experience 70

Customer Experience 2014 Customer Experience Management Customer Centricity 70

Customer Guru

MARCH 7, 2018

Utilising her knowledge and experience in the CX space, Devika spearheaded the CX initiatives at UAE Exchange that helped it to win two Customer Experience Benchmarking Index Awards in 2014. Sonia Bhatia Salmin – Customer Experience Specialist.

E Commerce 113

E Commerce Fashion Customer Centricity E-support 113

BirdEye

FEBRUARY 15, 2024

From 2014 to 2018, there was a noticeable decrease in the length of reviews. Impact of niche review platforms While Google reviews have a commanding presence across different industries, consumers also turn to niche review websites to choose businesses across various sectors, especially in hospitality, finance, and property management.

2024 111

2024 Automotive 2023 Healthcare 111

Ian Williams

NOVEMBER 15, 2015

In fact, in a survey undertaken by Gartner in 2014, 89% of marketers stated that they expect to compete primarily on the basis of CX by the year 2016. Although it has only really been taken seriously within the past 15 years, many of the aspects and practices found within CEM (Customer Experience Management) go back a lot, lot further.

Customer Journey Mapping 142

Customer Journey Mapping Customer Journey CEM Blog 142

Clarabridge

OCTOBER 27, 2015

But research shows that 45% of organizations actually find it very difficult to tie customer experience investments to business outcomes.*. This does not mean that their customer experience management (CEM) initiatives are failing. Harvard Business Review, 2014. ** Forrester Research, 2015.

CEM 75

CEM 2015 2014 Download 75

BirdEye

JULY 26, 2022

In 2014, Whatsapp was acquired by Meta – and since then, business owners have been advised against using the app for anything business-related. From a single inbox, you can reach out and respond to customers over text Google Messaging, Facebook, Instagram, email, voicemail, and beyond. Watch a demo.

Customer Service 98

Customer Service Communication 2014 Customers 98

BirdEye

MAY 21, 2021

We started off as a social media agency in 2014. Now, we help businesses with SEO, online reputation management , and web development. . Can you tell us a little bit about what clients in healthcare are looking for and what their biggest challenges are in terms of SEO and reputation management? That’s evolved over time.

Feedback 92

Feedback Social Media Healthcare 2014 92

Customer Interactions

JULY 7, 2015

Customer relations are a two-way street. In the 2014 Temkin Group report, The State of Customer Experience Management, it was found that nearly six out of ten large companies want to be their industry's CX leader within three years.

2014 28

2014 Customer Satisfaction Customer Experience Management Feedback 28

ClearAction

JULY 3, 2017

In 2014 we were given responsibility for data governance, transferred from IT into TCE, so we now have data quality as part of our TCE vision and strategy. This article is part of a series in the Optimizing Business-to-Business Customer Experience monthly column on CustomerThink. Proactive Engagement through Data Governance.

Engagement 66

Engagement Customer Experience Net Promoter Score Government 66

Customer Interactions

JULY 7, 2015

The topics covered include customer engagement, loyalty programs, and customer experience management. Our team collected a unique mix of articles for this week’s edition of CX Buzz. This collection offers a great deal of insight for CX professionals of any level to pick up on.

2014 28

2014 Loyalty Programs Customer Experience Management Loyalty 28

Win the Customer

DECEMBER 15, 2015

We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support.

Customer Experience 72

Customer Experience Call Center Social Media Virtual Agent 72