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? appeared first on Heart of the Customer. Is it the role of emotions? Employee engagement? Crowdsourcing journey maps?

2015 83

2015 Customer Experience Customer Journey Mapping Customer Journey 83

Experience Investigators by 360Connext

DECEMBER 11, 2014

5 Areas of Customer Insights You’re Missing. How Developed is Your Customer-Centric Strategy for 2015? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Photo credits: ZenNomad , kaybee07 via Creative Commons license.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

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

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Action is broken down into two parts of engagement – employee and customer: Employee Engagement.

2015 97

2015 Multi-Channel 2014 CEM 97

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

2015 150

2015 Innovation Customer Insights Article 150

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

2015 150

2015 Innovation Customer Insights Article 150

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

2015 150

2015 Innovation Customer Insights Article 150

Forrester's Customer Insights

NOVEMBER 19, 2014

Forrester recently published its 2015 Predictions for Asia Pacific. I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations. Marketing is taking the lead here, as CI pros seek to use data to fuel customer engagement improvements.

2015 54

2015 Customer Insights Insights Customers 54

GetFeedback

DECEMBER 27, 2018

To increase engagement, surveys need to live where your customers live: on their phones. Mobile-only internet users surpassed desktop-only in 2015 —a major landmark in the mobile space. From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. What drives customer satisfaction ?

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Alida

AUGUST 26, 2016

Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Advocate communities allow brands to mobilize their most passionate, loyal customers.

Social Media 167

Social Media 2015 Innovation 2014 167

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. I’d advise other Customer Insight leaders to think of attending similar events.

2015 63

2015 Workshop Airlines Insights 63

Alida

APRIL 4, 2017

Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. In these precarious times, both established and new retail players need to focus on customer needs. According to the company, customer insight helped shape major elements of the store.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

Lumoa

APRIL 1, 2020

When it comes to customer experience and your customer insight strategy , it’s no different. What are customer insights? By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them. Why Build a Customer Insight Strategy?

Customer Insights 78

Customer Insights Insights Customer Journey Mapping Net Promoter Score 78

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? Inside the Wendy’s customer experience lab.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Alida

JULY 21, 2017

Creating a close relationship grows the lifetime value of your customers. Here are three examples of how smart brands have fostered a mutually beneficial relationship with their customers, and how you can do the same. Dove leverages customer insight to shape a provocative campaign. And it includes their time and input.

Customer Relationships 154

Customer Relationships Brands 2015 Insights 154

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. As well as being a speaker at numerous conferences, Sharad is a regular contributor and writes about key trends and insights in the customer engagement space for publications including Smart Customer Service.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

MARCH 13, 2019

Back in 2015, an estimated 30 to 40% of surveys were completed via a mobile device, and as of January of 2018, that number had grown by 16%. An added benefit of integrating your feedback with your CRM is you no longer are siloing valuable customer feedback. Let’s look at each element individually. Mobile-friendly.

NPS 186

NPS Net Promoter Score Feedback 2015 186

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. See the 2015 Temkin Effort Ratings.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

CSM Magazine

AUGUST 10, 2017

However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand. With global growth being less than 4%, that means insight organisations are projected to grow at least eight times faster than global GDP.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

Think Customers

JUNE 24, 2015

But, for Mountain American Credit Union (MACU), Bronze winner in the Innovation in Customer Insight category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, collecting both solicited and unsolicited feedback has become central to advancing customer and employee engagement.

Insights 75

Insights Engagement 2015 Innovation 75

Gainsight

FEBRUARY 13, 2023

Data Builds the Certainty to Innovate In challenging macroeconomic times, if you want to innovate at speed, you have to get certainty where you can, and where we can get certainty is through customer insights. In fact, in times like these, it’s imperative that we’re laser-focused on those customer insights.

Customer Insights 52

Customer Insights Insights Innovation Customer Success 52

Chadwick Martin Bailey

DECEMBER 30, 2015

A few times a year, we sit down with a client to talk about their work and the ideas about customer insights. Earlier this year, our own Judy Melanson sat down with Avis Budget Group’s Eric Smuda to talk about the customer experience, working with suppliers, and consumer insights. Read to find out !

Blog 52

Blog 2015 2016 Consumers 52

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). More information can be found on www.peak.capital.

2015 98

2015 2013 B2B 2014 98

Forrester's Customer Insights

JANUARY 20, 2015

" BUT, because their tools and strategic initatives relegate social to a function of customer service or PR, social analytics limps along, year after year, triaging crises, and pleading for money and influence in the organization, with limited success. Customer Insights' I'm @allsnsmth.

2015 31

2015 Technology Marketing Customer Insights 31

OpinionLab

MARCH 17, 2016

If the customer feedback is about a website, this context should include page identification, screen resolution, browser, operating system, all critical to replicating and resolving a web issue. Each type of context contributes value to the original comment as critical VoC insight to improve CX.

2016 108

2016 Touchpoint 2015 Retail 108

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Hotels 2010 Customer Journey 204

Maz Iqbal

DECEMBER 30, 2014

It is the time of the year that many are pushing out their predictions for 2015. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out. It occurs to me that this is question worth pondering and answering as you/i head into 2015. I am not in that business: I lack a crystal ball.

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Net Promoter Score Call Center 2015 81

Strativity

APRIL 11, 2018

The availability of this richer information provides improved customer insight. Starting in January 2015, CMS only awarded payments to plans (not providers) with ratings of 4 or higher. 1 Patient Engagement: Happy Patients, Healthy Margins , 2015.

Healthcare 67

Healthcare Multi-Channel Touchpoint 2015 67

Forrester's Customer Insights

JUNE 3, 2016

For example, in 2016, data and analytics pro's reported that still only 49% of business decisions are made using quantitative information and analysis - as opposed to subjective factors such as experience, gut feeling, or opinions (up 3 percentage points from 2015). Read more Categories: #big data. Market research. centers of excellence.

Insights 29

Insights Customer Insights 2015 2016 29

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

2007 50

2007 2009 Insurance Healthcare 50

ijgolding

OCTOBER 3, 2016

What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

ClearAction

OCTOBER 10, 2017

Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience team steps in.” ” My commentary: A roadshow is a great way to build shared interpretations of customer insights.

B2B 83

B2B Customer Experience 2015 Workshop 83

ijgolding

MAY 6, 2020

Budapest Bank had actually started its customer experience program at the end 2015. The model has 6 elements to it – elements that define the required competencies for Budapest Bank to become sustainably customer centric: strategy. customer insight. customer journey management. governance. measurement.

Banking 93

Banking Customer Experience Customer Centricity Download 93

ChurnZero

JUNE 22, 2021

How to close the growing “experience gap” between your company and your customers. How the Customer Engagement Pyramid is an essential building block to success. What customer insight really is and isn’t. After a year of being VP of Customer Success, I worked myself out of the job.

Customer Success 92

Customer Success Download E-support 2015 92

ClearAction

NOVEMBER 27, 2018

To see your work from your customer’s viewpoint, absorb customer insights already on-hand and talk frequently with customers. How can you apply customer insights to your event marketing and alliance partners and other areas? Go beyond the “what’s in it for us” to the “what’s in it for the customer”.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Events 74

Optimove

FEBRUARY 6, 2020

Axonite has been developing such technology—a robust event streaming framework built on Apache Kafka and Confluent—since 2015. These journeys take into consideration the predicted uplift of all campaigns each customer is eligible for and serves them with the optimal one.

Marketing 75

Marketing Events 2015 Reference 75