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

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 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.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Beyond Philosophy

MARCH 16, 2015

The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy.

2015 122

2015 CEM 2002 Books 122

Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? Download report for $295.

2015 102

2015 Wireless Net Promoter Score Airlines 102

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. Nothing thrills a devoted customer more than being recognized for loyalty. Social media as a customer service channel is now a given.

Social Media 233

Social Media Engagement Magazine Innovation 233

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.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

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

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

ijgolding

DECEMBER 22, 2014

Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. These pieces of plastic are all to do with loyalty schemes – coffee shops; retailers; hotels – and this is not all of them!!! When will it ever end?!

Loyalty 107

Loyalty Hotels 2015 Customer Retention 107

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

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

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. 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

Alida

JULY 11, 2017

In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved. Parrish explains, “A good customer experience drives loyalty for companies that also perform better. Tie CX efforts to revenue.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

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. Loyalty program software does something similar, tracking how much people spend with a company. Move beyond transactions .

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

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

AUGUST 12, 2016

What are the consumer insight best practices when trying to engage millennials? What are the challenges in engaging millennial consumers? They like to consume media on their terms, on-demand and a la carte, instead of being constrained by traditional media. How do I keep millennial consumers engaged? Constant connection.

Customer Insights 189

Customer Insights Insights Engagement Marketing 189

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! Every One of a Kind : Consumers want and expect customized and personalized products, services and experiences, fueled by. meaningful, emotional, and important to consumers will be paramount. engagement?

2015 68

2015 Brands 2014 Retail 68

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. In 2015, that’s all subject to change - and rightfully so.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Beyond Philosophy

NOVEMBER 24, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Alida

AUGUST 26, 2016

Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. According to a 2015 Forrester Research report, 81 percent of companies have a support community of some kind. .

Social Media 167

Social Media 2015 Innovation 2014 167

QuestionPro Audience

JANUARY 3, 2018

Companies are using their mobile applications to reach the consumer directly, therefore eliminating the uncertainty that has existed when previously booking travel. . A good mobile app adds to the customer experience, and creates brand loyalty. As technology continues to evolve, so will the way consumers and businesses interact.

Travel 117

Travel 2018 Airlines Books 117

Beyond Philosophy

OCTOBER 15, 2015

Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. consumers said they have stopped doing business with companies that blow it with Customer service. consumers said they have stopped doing business with companies that blow it with Customer service. In the U.K.,

Customer Service 151

Customer Service 2007 2015 Customers 151

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. We understand consumers want more from the companies they do business with. Our priority is to deliver efficient and effortless experiences that delight businesses, agents and consumers.

Customer Service 135

Customer Service Brands 2015 Omnichannel 135

Win the Customer

AUGUST 9, 2016

It seems consumers are quickly adapting to mobile payment systems in droves, but many companies have neglected to keep pace. For example, the iPhone 6 Plus is set up for mobile payments and makes on-the-go shopping a breeze for consumers. Streamlined Loyalty Programs. Not sure where to start? Always Be Customer-Centric.

Consumers 72

Consumers Loyalty Programs 2013 2015 72

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line.

2015 97

2015 Multi-Channel 2014 CEM 97

Tricia Morris

JULY 23, 2015

In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. consumers say customer service is important in their choice of and/or loyalty to brands. For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now.

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

Kayako

FEBRUARY 14, 2018

As consumers, our needs are satisfied all around. It means consumers expect great product quality, but it’s no longer a currency that differentiates your business. When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive.

Loyalty Programs 72

Loyalty Programs Loyalty Brands Retail 72

Beyond Philosophy

NOVEMBER 6, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty.

Consumers 59

Consumers E Commerce Social Media 2015 59

Beyond Philosophy

NOVEMBER 18, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Beyond Philosophy

NOVEMBER 10, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Alida

JULY 28, 2016

In 2015, the analyst firm Gartner dropped big data from its Hype Cycle for Emerging Technologies report. Customer intelligence that involves more direct human-to-human interactions with consumers remains vital. The big data hype is officially dead. The death of the big data hype just means that big data is now mainstream.

2010 160

2010 Social Media 2016 2013 160

OpinionLab

NOVEMBER 9, 2016

49% of Americans tried some form of omnichannel purchase method for the first time at some point in 2015. In fact, 69% of shoppers who used an omnichannel purchasing method during the 2015 holiday season bought additional items while picking up in-store according to the International Council of Shopping Centers (ICSC). .

Omnichannel 110

Omnichannel Information 2015 Retail 110

Currency Alliance

MARCH 5, 2019

Should my brand be in a loyalty coalition? Do reward points really earn loyalty? These, and other important questions, were subject of a debate held recently at the Visa Innovation Center in London, and Convened by Annich McIntosh of Loyalty Magazine. Loyalty Coalitions are Morphing into Marketplaces.

Magazine 58

Magazine Loyalty Loyalty Programs Entertainment 58

Strativity

MARCH 17, 2015

This complimentary virtual conference spotlights proven best practices for building customer loyalty by employing better engagement techniques and increasing retention via improved personalization technologies. The post Strativity’s Lior Arussy Delivers Keynote at 2015 Connected Consumer Conference appeared first on Strativity.

2015 40

2015 Connections Consumers Customer Journey Mapping 40