Experience Investigators by 360Connext

MARCH 18, 2015

There are corporate sponsors like Miller Lite and McDonald’s taking over from independent brands with unique offerings. A photo posted by Jeannie Walters (@jeanniewalters) on Mar 14, 2015 at 1:04pm PDT. . A photo posted by Stan Phelps (@9inchmarketing) on Mar 17, 2015 at 7:22pm PDT. It is not dead. People are amazing.

Interaction 275

Interaction 2015 Innovation Fashion 275

Beyond Philosophy

JUNE 9, 2015

In a survey published by UK branding company Siegel+Gale, the airline’s app (where you can download your boarding pass and save $69 in “airport check in fee) was singled out as a “major headache.” When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall.

Loyalty 137

Loyalty Loyalty Programs Airlines Webinar 137

GetFeedback

MAY 5, 2019

You want to treat yourself by buying the latest model of a super popular brand. And allowing your business to not address customers’ after-sale needs, you’re ruining the future of your brand. To make sure your first-time buyers will remain loyal to your brand, you should think beyond just selling a product.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

BirdEye

MARCH 27, 2025

When a crisis hits, how a brand responds can make or break its reputation, influencing customer trust, market value, and long-term success. Every brand must be prepared to navigate unexpected challenges, from global giants to emerging startups, with a well-planned approach. This is where brand crisis management comes into play.

Brands 52

Brands Management Airlines Poor Customer Service 52

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Everyone knows that real estate is all about location, location, location. But are customer service preferences and expectations?

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

Experience Investigators by 360Connext

JUNE 22, 2015

Help your customers see what’s next and feel involved with the brand they love. A video posted by Chicago Botanic Garden (@chicagobotanic) on Apr 15, 2015 at 7:00am PDT. Help users find each other and support your brand. Nothing thrills a devoted customer more than being recognized for loyalty.

Social Media 233

Social Media Engagement Magazine Innovation 233

Experience Investigators by 360Connext

NOVEMBER 20, 2014

B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management' More Posts Follow Me: The post SaaS Customer Experience Starts in the C-Suite appeared first on Customer Experience Consulting.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Experience Investigators by 360Connext

JANUARY 26, 2015

It seems obvious which industries and brands need to pay attention to this. They don’t understand how these industries were born in eras when technology was the competitive differentiator , and these veteran brands are now forced to keep up with disrupters. 30, January 2015. And I get it. It is complicated. It''s FREE!

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Real Brand Engagement : Marketers will link ? Real Brand Engagement : Marketers will link ?engagement? engagement?

2015 68

2015 Brands 2014 Retail 68

Forrester

OCTOBER 6, 2015

But the Q3 2015 data from our Customer Experience Index is making it hard for an optimist like me to find a lot of bright spots. Given that, I expected our latest US CX Index report would reveal that brands are delivering customer experiences that are getting better at strengthening the loyalty of their customers.

2015 102

2015 Customer Experience Loyalty Customers 102

Forrester

APRIL 20, 2015

We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index benchmark for 2015. 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

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Even in the United States, where brands had the highest average scores, only 18 percent of brands ranked good or excellent. Even in the United States, where brands had the highest average scores, only 18 percent of brands ranked good or excellent.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

Experience Investigators by 360Connext

DECEMBER 11, 2014

Loyalty does not mean forever for customers. According to the NPD Group, nearly half of those who described themselves as highly loyal to a brand were no longer loyal a year later. How Developed is Your Customer-Centric Strategy for 2015? This post was written for, and a version originally appeared on SteamFeed.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

CloudCherry

SEPTEMBER 1, 2019

And, when asked what brand has truly wowed Matt? His two most recent books are The Effortless Experience: Conquering the New Battleground for Customer Loyalty, (Penguin, September 2013) and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results (Penguin, September 2015).

2013 244

2013 2011 2012 2010 244

Forrester

AUGUST 31, 2015

Forrester' s Business Technographics research shows that CX improvement is a growing priority for companies in China: 70% of tech and business decision makers indicated that improving the experience of their customers was a high, or critical priority in 2015-2016. The good news: No brands ended up in the very poor category.

E Commerce 101

E Commerce Brands 2015 2016 101

Forrester

APRIL 20, 2015

We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index (CX Index™) benchmark for 2015. It''s the first time we''ve benchmarked brands using the next-generation CX Index methodology that we announced in June 2014. customer loyalty. For example: Read more Categories: CX Index.

2015 97

2015 2014 Customer Experience Measurement 97

CloudCherry

DECEMBER 20, 2017

Consumers used to be significantly more passive, and certainly had a higher level of trust in brands and the promises they were made. They also had fewer options, both in terms of brands but also resources to obtain information. Additionally, brands had fewer ways in which to connect with customers. resorting to 4 touchpoints.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

Heart of the Customer

DECEMBER 18, 2014

Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. The post What’s the customer experience focus for 2015? Is it the role of emotions? Employee engagement? Crowdsourcing journey maps? appeared first on Heart of the Customer.

2015 83

2015 Customer Experience Customer Journey Mapping Customer Journey 83

Influitive

OCTOBER 11, 2015

Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. However, loyalty can generate revenue on another front: demand gen. Loyal customers draw in more customers.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

Kustomer

NOVEMBER 30, 2020

When we started Kustomer in 2015, we did so with the vision of reimagining customer service for a new generation of businesses and consumers. They are the factors that build brand loyalty and repeat business, which translates directly into positive impact on the bottom line. . These practices are not just good business.

Customer Service 135

Customer Service Brands 2015 Omnichannel 135

Tricia Morris

AUGUST 4, 2015

brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The 2015 U.K. brands are losing approximately £7.7 brands are losing approximately £7.7 Download the 2015 U.K. With more than 60% of U.K.

Poor Customer Service 99

Poor Customer Service Consumers Brands Customer Service 99

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Jeannie will be leading a roundtable discussion about understanding microinteractions and how they can lead to increased loyalty, brand advocacy, and an overall improved customer experience. .

Events 223

Events Customer Experience Webinar Telecommunications 223

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy.

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

Kayako

FEBRUARY 14, 2018

When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? What do we mean when we say “loyalty?” Loyalty usually refers to a strong sense of support or allegiance. That’s the job of your product and brand.

Loyalty Programs 72

Loyalty Programs Loyalty Brands Retail 72

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. Jon Galloway (@jongalloway) April 12, 2015. I am a huge fan since it has saved me more than once.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Alida

FEBRUARY 22, 2017

We believe that the second definition is the most useful in the context of the brand-customer relationship. billion in 2015 —up 12 percent from the previous year. Many systems, such as CRM, measures the number of transactions a customer has with a brand. Let’s consider the metaphor of personal relationships.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

Alida

AUGUST 26, 2016

Brands use social communities mostly for marketing purposes, broadcasting information, building brand awareness and reaching greater audiences for campaigns and messaging. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Does it offer a chance to improve brand recognition?

Social Media 167

Social Media 2015 Innovation 2014 167

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. . #1 In 2015, that’s all subject to change - and rightfully so.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

transcosmos Information Systems

MAY 25, 2015

We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015. It is and will continue to be an important component to fostering customer loyalty and achieve brand definition that is a cut above the rest.

2015 82

2015 Multi-Channel Social Media Definition 82

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. Loyalty Programs with special promotional offers ; these incentives influence 93% of customers to sign up. Some brands have a certain reputation for going above and beyond in customer service. Per USA Today , this year’s Cyber Monday booked $3.45

Loyalty Programs 157

Loyalty Programs Books 2015 2016 157

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. 2) Make the case : Winning brands win the hearts of their customers.

2015 97

2015 Multi-Channel 2014 CEM 97

Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. They can also provide useful feedback and build brand-based communities. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. Today, is that enough? correlation.

Engagement 145

Engagement White Paper 2015 Consulting 145

ProProfs Chat

APRIL 16, 2020

This basically means that customers are unable to communicate with the brands that they have supported since they do not employ multilingual customer service agents. What this inadvertently impacts is customer loyalty towards your brand. 3: Boosts Customer Loyalty. Your customers are your best brand advocates.

Loyalty 96

Loyalty Customer Service E-support E Commerce 96

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. It will be officially released on the 3rd October 2015.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Joe Rawlinson

MAY 18, 2016

In this age of digital media, brands have many ways to offer exemplary customer service to their customer base. The advent of social media has also enabled customers to share their own customer service stories , which, in turn, become the brand’s own walking advertisement and word-of-mouth.

Brands 94

Brands Customer Service Social Media 2015 94