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. But are customer service preferences and expectations? Global Similarity Highlights. Consistently satisfying service is increasingly important.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

Customers That Stick

JANUARY 5, 2015

Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! You will find even more helpful resources posted as 2015 progresses. One thing that will help fill the void left by the retirement of The Monthly Mash is a lot more video content for 2015. Retirement of The Monthly Mash. More Video. More Surveys.

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2015 Blog 2014 Customer Centricity 111

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g., Choose extraordinary.

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2015 Hotels Social Media Omnichannel 100

Experience Matters

JUNE 23, 2015

consumers (see methodology section below). Congratulations to H-E-B , Publix , Chick-fil-A, Trader Joe’s, USAA, Aldi , Hy-Vee , PetSmart , Dairy Queen , Walgreens , and Amazon.com for earning the top scores in the 2015 Temkin Emotion Ratings. Do you want to the data from the 2015 Temkin Emotion Ratings? population.

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2015 Airlines Hotels Insurance 133

Experience Matters

JUNE 30, 2015

consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) Here are some more highlights from the 2015 Temkin Web Experience Ratin gs: Across all five years of the rating, either USAA or Amazon.com has earned the top spot. consumers during January 2015.

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2015 Airlines Hotels Banking 96

Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. consumers to rate the level of trust that consumers have with 293 organizations across 20 industries ( see.pdf with full list ). With average 2015 Temkin Trust Ratings of 67%, supermarket chains earned the highest level of trust. population.

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2015 Airlines Insurance Wireless 125

Alida

JUNE 23, 2016

We interviewed Sam Trimboli, consumer insights specialist at Price Chopper, to learn more about his role at the company and how he navigates the evolving retail landscape. I’m currently responsible for major consumer insights initiatives across the company, which support our corporate objectives.

Consumers 150

Consumers Insights Retail E Commerce 150

Tricia Morris

JULY 7, 2015

The newly-released 2015 U.S. State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when interacting with a brand or organization for customer-related questions and issues. The 2015 U.S.

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2015 Consumers Loyalty Brands 101

Beyond Philosophy

MARCH 16, 2015

The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Colin is an international author of four bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

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2015 CEM 2002 Books 122

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. Tell consumers what THEY can do, not what IT can do. Here are a few ideas.

Marketing 250

Marketing Innovation Transportation Demo 250

Experience Matters

NOVEMBER 18, 2015

We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. consumers to 293 companies across 20 industries. Trust the company.

2015 89

2015 Loyalty Download Insurance 89

Experience Matters

APRIL 21, 2015

We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. consumers to rate the level of forgiveness earned by 293 organizations across 20 industries ( see.pdf with full list ). In total, 43% of companies that were in both the 2014 and 2015 Forgiveness Ratings improved their score by at least one point.

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2015 2014 Insurance Airlines 105

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. EMC Corporation.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty.

2015 102

2015 Wireless Net Promoter Score Airlines 102

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS.

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Insights Customer Experience Customer Journey Mapping 2015 236

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. consumers surveyed saying that they have higher expectations for service now than they did a year ago, and First Direct research survey showing that U.K.

Poor Customer Service 99

Poor Customer Service Consumers Brands Customer Service 99

Experience Matters

APRIL 13, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. 2015 Temkin Ratings Customer experience' Here’s a link to FAQ’s about the Ratings. You can see the ratings of all companies on the Temkin Ratings website.

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2015 Wireless Airlines Hotels 105

Tricia Morris

MAY 28, 2015

In the The Real Self-Service Economy Report , 70% of consumers surveyed now expect a company website to include a self-service application. The post INFOGRAPHIC: 2015 State of Knowledge for Customer Service appeared first on Parature. Click here to listen to this webinar.

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2015 Customer Service Webinar Presentation 95

Alida

AUGUST 3, 2016

“I’ve spoken at and attended Vision Critical’s Customer Intelligence Summit a few timesand I always find talking to people in similar roles or industries very eye-opening ,” says Sam Trimboli, consumer insights professional at Price Chopper. Julie Murtha (@JulieMurtha) October 22, 2015. Lee Stephen (@LWStephen) October 22, 2015.

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2015 Workshop Customer Centricity Innovation 167

Experience Matters

MAY 20, 2015

consumers (see methodology section below). Congratulations to Hannaford , Publix , Aldi , Lowe’s , credit unions , PetSmart , Trader Joe’s , Amazon.com , Bed Bath & Beyond , Advance Auto Parts , and Walgreens for earning the top 10 scores in the 2015 Temkin Effort Ratings. consumers during January 2015.

2015 95

2015 Airlines 2014 Hotels 95

Tricia Morris

OCTOBER 9, 2015

Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ).

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Customer Service 2015 Poor Customer Service Contact Center 110

Experience Matters

AUGUST 31, 2015

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. see last year’s data snapshot ).

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2015 Insurance 2014 Download 95

CloudCherry

DECEMBER 20, 2017

However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. Consumers used to be significantly more passive, and certainly had a higher level of trust in brands and the promises they were made. Not long ago, mapping that path was relatively easy.

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Customer Journey Touchpoint Social Media Consumers 225

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. If you took the early Betty Crocker commercials of the 1950s and compared them to advertising in 2015, the differences would be night and day. But these four emotions and strategies are key ways to engage new customers in 2016.

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Consumers Marketing Advertising 2015 94

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Communities reduce business costs and drive sales.

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2015 Social Media 2012 2019 0

Alida

NOVEMBER 25, 2016

For instance, NewsCorp Australia, a 2016 Visionary Award Finalist for Asia Pacific , runs many studies within its insight community, engaging over 5,000 media consumers regularly. The result: 85 percent reduction in research costs in 2015 alone. Some brands use their community to build buzz and awareness.

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ROI Measurement Brands Net Promoter Score 269

ijgolding

SEPTEMBER 29, 2015

On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event. In 2015, the finalists were quite simply incredible. This year did not disappoint.

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2015 Customer Experience Customer Experience Professionals 2011 104

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. Customers benefit from sharing feedback too. This is a unique problem.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. consumers about their recent interactions with 283 companies across 20 industries. These social sites, however, are still an important channel for consumers under the age of 45.

2015 113

2015 Customer Connectedness Retail Download 113

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! Who says March Madness is only for car dealerships and mattress stores!? Here’s a bit of what we have going on this month: Undercover at SXSW.

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Events Customer Experience Webinar Telecommunications 223

Experience Investigators by 360Connext

JUNE 22, 2015

67% of consumers have used a company’s social media site for servicing, according to J.D. A video posted by Chicago Botanic Garden (@chicagobotanic) on Apr 15, 2015 at 7:00am PDT. Social media as a customer service channel is now a given. Help users find each other and support your brand. It’s a means to an end.

Social Media 233

Social Media Engagement Magazine Innovation 233

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

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). 19 March 2015. 30 March 2015. (Source: Brian Manusama, Gartner.com ). 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: Morris, Tricia.

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White Paper 2014 2015 2012 160

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. billion in 2015 —up 12 percent from the previous year. A brand’s ability to meet rising consumer expectations depends on having an authentic relationship with its customers.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

GetFeedback

JULY 11, 2018

In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. CRM software designed to maximize engagement, track data, and analyze consumer activity.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Alida

OCTOBER 17, 2017

Consumer expectations are higher than ever, and patients won’t tolerate a subpar experience from health care providers. According to a recent study, 81 percent of consumers aren’t happy with their health care experience. What kinds of experiences are consumers looking for? Not necessarily. In fact, you can’t afford to wait.

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Hospitality 2015 Retail Leadership 247

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners: Confirmit. Clarabridge. NICE Systems. Rant & Rave. ResponseTek. Rant and Rave.

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2015 Multi-Channel 2014 CEM 97