Comm100

FEBRUARY 19, 2014

Customer satisfaction with social media interactions is currently low as companies have yet to fully develop and integrate business practices for this channel. Chat Away in 2014. We’ve discussed the various customer communication channels – phone, email, SMS, etc. The evidence is apparent.

2014 40

2014 Customer Satisfaction Multi-Channel 2009 40

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

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.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

Alida

MARCH 21, 2018

Although there are many effective tools available to measure and monitor CX performance, too many focus on discrete transactions and don’t provide a holistic view of the customer experience. Better still, Alliant has improved the overall customer experience. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

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.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well.

Engagement 142

Engagement 2014 Employee Experience Customer Experience Management 142

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

Customer Bliss

FEBRUARY 16, 2017

In the spring of 2014, NYPL allowed anyone on the staff to propose a strategic discussion with a senior leader. Meanwhile, where this approach has been implemented, customer satisfaction has improved significantly and is now in the region of 80-90%, whereas employee engagement is now 70% where before it was below 50%.

2014 175

2014 Hotels Engagement Reference 175

Win the Customer

NOVEMBER 14, 2016

These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media. Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Remember how I said more businesses should put marketing to the side for a minute?

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Customer Bliss

FEBRUARY 7, 2017

From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. Under Karen’s leadership, the CCO organization defines and develops Dell’s customer experience strategy and programs to maximize customer satisfaction, acquisition, retention and profitability.

Chief Customer Officer 161

Chief Customer Officer Leadership 2014 Metrics 161

Customers That Stick

OCTOBER 9, 2014

Sign Off Your Emails ‘Sincerely’ According to the recent Q2 2014 Zendesk Benchmark report the way you sign off your client communications can have an effect on customer satisfaction. Of course, don’t say it if you can’t prove it; even the best words are meaningless if they have no substance.

Customer Service 164

Customer Service 2014 Customer Service Training Social Media 164

Customer Bliss

JULY 11, 2017

In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. Some include: Customer satisfaction. Customer retention. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.” Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience 2013 2011 0

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. We get many inquiries for our services globally.

2015 122

2015 CEM 2002 Books 122

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

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers.

Net Promoter Score 97

Net Promoter Score NPS Insurance Airlines 97

Brandwatch CX

JANUARY 3, 2019

During the 2014 FIFA World Cup Final, 618,725 tweets were sent in a single minute. increase in customer service conversations on Twitter. Companies using Twitter for customer service see a 19% lift in customer satisfaction. A MAN NEEDS HIS NUGGS pic.twitter.com/4SrfHmEMo3. The last two years have seen a 2.5x

2006 111

2006 2007 2017 2015 111

Customer Guru

JULY 10, 2018

Companies that invest in building positive customer experience tend to achieve higher customer satisfaction rates, reduced customer churn and, in turn, improved business revenues. Source: 2014 Global Customer Service Barometer | American Express.

Social Media 115

Social Media Customer Experience Advertising 2014 115

Tricia Morris

MAY 18, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. Six in 10 contact centers say they have no social customer service capabilities.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards. Qualtrics.

2015 97

2015 Multi-Channel 2014 CEM 97

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. Our growth has been crazy!

Customer Success 129

Customer Success 2014 NPS Metrics 129

ijgolding

MAY 20, 2015

Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. Power and Associates as highest in customer satisfaction for rental car companies at or near airports. The company was named ninth on Business Week’s top 25 companies customer service list in 2007.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

Forrester

OCTOBER 15, 2014

Last week I posted part 1 of Forrester''s customer experience Q&A with Olivier Mourrieas of E.On, one of the world's largest investor-owned electric utility service providers. Q: How do you measure the success of your customer experience improvement efforts (e.g., higher customer satisfaction, increased revenue, lower costs)?

Customer Experience 88

Customer Experience ROI 2014 Customer Experience Professionals 88

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

Customer Enthusiast

MARCH 30, 2016

In 2014, we moved to a new home that has a basketball court in the backyard. Most managers laud the importance of priorities such as customer service quality, customer satisfaction, and employee training. Have you invested sufficiently in customer service quality, customer satisfaction, and employee training?

2014 63

2014 Customer Satisfaction Retail Books 63

CSM Magazine

NOVEMBER 3, 2020

Agents can even ask AI assistants questions while in conversation with a customer to deliver fast, accurate, emotionally intelligent responses. In one go, it boosts agent confidence and sees customer satisfaction levels soar. For more ideas and inspiration on how to drive better customer engagement, visit www.ebi.ai.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

Tricia Morris

OCTOBER 22, 2015

The State of Knowledge Management 2014 report from John Ragsdale, the Technology Services Industry Association (TSIA) and Coveo asked participants “If your organization was sharing knowledge as well as they possibly could, how much would it improve the productivity of your team?” Productivity.

White Paper 104

White Paper 2015 Culture 2014 104

Forrester

OCTOBER 10, 2014

to speak at Forrester''s Forum for Customer Experience Professionals EMEA in London on November 17 and 18, 2014. And even though utilities don''t exactly captivate their customers, E.On has made huge, measured advances in the customer experience it provides, resulting in corresponding improvements to business results.

2009 87

2009 Customer Experience Automotive Magazine 87

CSM Magazine

NOVEMBER 27, 2020

Conversely, the motor insurance industry saw claims fall by an estimated £1billion, prompting insurers to jump on the opportunity to reimburse customers and retain their business. Panellists were asked about the impact on call waiting times and customer satisfaction levels as their contact centre colleagues adjusted to working from home.

Insurance 98

Insurance Webinar 2006 2009 98

PeopleMetrics

OCTOBER 7, 2014

Your efforts to improve customer experiences deserve recognition. We want to take a moment to thank our fantastic clients and everyone focused on improving customer experience around the world. Thank You on CX Day 2014. And perhaps you noticed the new PeopleMetrics website !

Customer Experience 61

Customer Experience 2014 Social Media Document 61

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index.

Customer Experience 72

Customer Experience 2013 2014 2015 72

Tricia Morris

JUNE 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone. Give customers the information they want.

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

Customer Guru

MARCH 7, 2018

Kanika Tekriwal is the founder of India’s largest private jet and helicopter company, JetSetGo, that holds over 20% of the total market and boasts of over a 98% customer satisfaction rate! Read how Devika’s meticulous and well-planned strategies have helped UAE Exchange win accolades in CX.

E Commerce 113

E Commerce Fashion Customer Centricity E-support 113

Avaya

OCTOBER 10, 2016

The tech industry (software and hardware) typically falls well below that mark, with average scores in the 20s, which have been dropping over the past few years (Temkin Group, 2014 NPS rankings). For each major function of Avaya, and for each customer touch point, we built a flow down of questions to define what good looked like.

Net Promoter Score 78

Net Promoter Score NPS 2011 Roadmap 78

BirdEye

FEBRUARY 15, 2024

Understanding online review statistics is essential for businesses because these metrics are like a pulse check on customer satisfaction and the overall reputation of your business. From 2014 to 2018, there was a noticeable decrease in the length of reviews. Why are online review statistics important for your business?

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

Daniel Group

MAY 19, 2016

I cannot say if customer service is, in general, improving or getting worse. The American Customer Satisfaction Index suggests that customer service improved until mid-2014 but has been trending downward since. It is probably growing in some industries and not.

Customer Expectations 45

Customer Expectations 2014 Customer Satisfaction Customer Service 45

Eptica

SEPTEMBER 30, 2015

The 2015 Eptica Multichannel Customer Experience Study found that over half of routine customer questions were not answered successfully on digital channels by top UK brands , with little improvement since 2014. As well as reputational damage, the KPMG Nunwood study points out the financial cost of poor customer experience.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

transcosmos Information Systems

AUGUST 29, 2016

In the 2014 Parature State of Multichannel Customer Service Survey , researchers found that 65 percent of 1,000 consumers who participated in the study said they ended relationships with brands due to a single case of poor customer service. With these tips, you can improve how you do e-commerce support.

E Commerce 78

E Commerce E-support 2014 Poor Customer Service 78