Experience Investigators by 360Connext

JANUARY 23, 2015

30, January 2015. The webinar is completely free and we welcome your feedback and questions. In January, we’ll be examining some basic ideas around social customer care , and what you can do to improve yours. Social Customer Care: Best Practices for Major Engagement. 11:00 AM - 11:30 AM CST. Care to join us? See you there.

Customer Care 299

Customer Care Social Media Marketing Webinar 299

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.,

2015 100

2015 Hotels Social Media Omnichannel 100

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. Activision demonstrates its commitment to creating great game player experiences in a multitude of ways, such as emphasizing the use of player feedback to identify improvement opportunities. This report has rich insights about both B2B and B2C customer experience.

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108

Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S. H-E-B and credit unions took the top spots in the 2015 Temkin Trust Ratings , while USAA took three of the next four spots for its banking, insurance, and credit card business. consumers during January 2015.

2015 125

2015 Airlines Insurance Wireless 125

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Customers benefit from sharing feedback too. Online surveys are an essential tool in any customer feedback program. The feedback conundrum. This is a unique problem. Survey purpose. Survey length.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Alida

NOVEMBER 25, 2016

Others use feedback to help advertising partners prove campaign ROI, which strengthens partnerships and increases ad sales. The media giant gathers feedback on advertising, editorial content and product ideas. The result: 85 percent reduction in research costs in 2015 alone. million in open opportunities.

ROI 269

ROI Measurement Brands Net Promoter Score 269

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! Customer feedback is the key to the kingdom when creating the best experience for your customers. Who says March Madness is only for car dealerships and mattress stores!?

Events 223

Events Customer Experience Webinar Telecommunications 223

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. Companies need instantaneous feedback and insight. Insight communities.

2015 0

2015 Social Media 2012 2019 0

Experience Matters

APRIL 21, 2015

We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S. US Cellular improved its Forgiveness Rating by more than any other company between 2014 and 2015, increasing its score by 29 percentage-points. consumers during January 2015. population.

2015 105

2015 2014 Insurance Airlines 105

Experience Investigators by 360Connext

JUNE 15, 2015

YWCA Chicago (@YWCAChicago) June 10, 2015. A photo posted by Jeannie Walters (@jeanniewalters) on Jun 10, 2015 at 11:26am PDT. They use feedback, they empower employees and they innovate before it’s too late. Women, he believes, consider the customer more. Jack Ma @AlibabaGroup “women are key to #success “!

2015 217

2015 Leadership Innovation 2014 217

PeopleMetrics

JULY 14, 2015

Winners of the 2015 Award are: Jen Beier of 1st National Bank. PeopleMetrics is pleased to announce its 2015 award winners and congratulates the companies that employ them. Our customer experience management software makes it easy to collect and respond to customer and employee feedback. Three Qualities of Brand Ambassadors.

Customer Centricity 88

Customer Centricity 2015 Brands 2014 88

Experience Investigators by 360Connext

APRIL 23, 2015

What if they love your product enough to be passionate about sharing feedback? It can be a challenge to not only hear the feedback, but to then dispense it to the right groups within your organization. Jon Galloway (@jongalloway) April 12, 2015. Have you ever struggled with how you can listen better to your customers?

Social Media 218

Social Media Travel Rewards Programs Innovation 218

GetFeedback

NOVEMBER 20, 2018

Plus, it reminds recipients that you care about their feedback. Think about using a survey email subject line that emphasizes the power of the recipient’s feedback. Example : We need your feedback! According to Campaign Monitor , 53% of emails were opened on mobile devices in 2015. Not sure what this looks like?

2015 246

2015 Culture Advertising Feedback 246

GetFeedback

MAY 5, 2019

No matter whether customers are happy with your product or not, sometimes it can be a callous work to make them leave feedback regarding their experience. Then they process the collected impressions individually and provide personalized feedback whenever it’s possible. Business example: American Express. .

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

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.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

Customer Bliss

FEBRUARY 17, 2015

Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework. Identify your opportunities for unaided (volunteered) customer feedback.

Chief Customer Officer 167

Chief Customer Officer 2015 Customer Journey Leadership 167

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Nominees are rated based on their capabilities, results, and client feedback. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform. Clarabridge. NICE Systems.

2015 97

2015 Multi-Channel 2014 CEM 97

GetFeedback

JULY 11, 2018

Much of this can be attributed to the passive approach that businesses take towards customer feedback, where they expect disengaged customers to contact them with complaints or feedback they’d like to share. Unfortunately, many companies don’t realize they’ve lost touch with customers until it’s too late.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Experience Investigators by 360Connext

DECEMBER 11, 2014

It means hearing feedback that hurts and doing something about it. How Developed is Your Customer-Centric Strategy for 2015? The best companies examine, evaluate and improve the experience for their customers as an ongoing way to do business. This means calling the hotlines and trying to order a product online on a regular basis.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

FEBRUARY 11, 2015

We love hearing feedback that we provided great information or someone benefited from the content we provided. And yet, like any business, compliments and feedback don’t pay the bills. Here are some of the ways we’ve already approached 2015 differently.

Marketing 233

Marketing Social Media Blog Webinar 233

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. After a very bad or very good experience, consumers are more likely to give feedback back directly to the company than they are to post on Facebook, Twitter, or third party rating sites. Download report for $195.

2015 113

2015 Customer Connectedness Retail Download 113

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. in 2015—an increase of more than eight points—after two straight years of declining scores.

2015 89

2015 NPS Net Promoter Score B2B 89

Alida

AUGUST 26, 2016

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. . Consider the depth of customer feedback you need.

Social Media 167

Social Media 2015 Innovation 2014 167

Customer Bliss

MAY 31, 2016

As Vice President of Customer Innovation for Alaska Airlines,Curtis built award-winning mobile apps and customer feedback programs, as well as pioneered such innovations as online bag-tags and the use of biometrics. In June 2015 Future Travel Experience named Curtis as one of 25 global innovation leaders in the airline industry.

Airlines 158

Airlines Customer Experience Insurance 2015 158

PeopleMetrics

JANUARY 12, 2015

In 2015, we’re improving the look and feel of our Voice of the Customer platform. The upcoming update is based on user feedback, and it’s a major step forward in our ongoing development to improve our user experience (UX). Customer Feedback Voice of the Customer' We’ll get back to you as soon as we can.

2015 79

2015 Feedback User Experience Customers 79

Customer Bliss

MAY 10, 2017

5 The report, published in June of 2015, surveyed 516 senior-level executives from twenty-one countries. Ideally, the chief customer officer spends a lot of time with customers and takes the customer feedback and insights to every department. That way, the entire company is on the same page around customer experience.

Chief Customer Officer 179

Chief Customer Officer Customer Experience 2015 Wireless 179

GetFeedback

MARCH 13, 2019

This means investing in a customer feedback solution that allows for mobile-friendly, aesthetically pleasing, and fully optimized surveys. 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%. Integrate your feedback with your CRM .

NPS 186

NPS Net Promoter Score Feedback 2015 186

Retently

AUGUST 9, 2018

However, let’s go a little deeper, and look into the benefits of collecting, analyzing, and acting on customer feedback: 1. By 2015, Cayenne sales generated around half of the Porsche’s total profit. Gather and Analyze All Customer Feedback. Use Customer Feedback Surveys. Looking to run a VoC Research?

Feedback 88

Feedback Insights CEM Net Promoter Score 88

Experience Investigators by 360Connext

APRIL 30, 2015

Customer feedback is vital when it comes to creating the best experiences, but getting it is a challenge! I love how Michaels asks for “one last favor” because when a customer is actually willing to spend an extra moment providing feedback, it really is a HUGE favor! Added by Anne Reuss on Jan 30, 2015. Great move!

Brands 266

Brands 2013 2014 Retail 266

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 this experience-driven era of doing business, companies need to engage with shoppers for ongoing feedback.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

Think Customers

NOVEMBER 17, 2015

This week, as we recognize and celebrate the 2015 1to1Media Customer Champions, it's a reminder of the communal characteristics that are shared by customer advocates. They also listen to and act on customer feedback. They place customers at the center of their strategic efforts.

Customer Insights 104

Customer Insights Insights 2015 Customers 104

Alida

MARCH 30, 2017

In 2015, Price Chopper started rebranding some of its stores to Market 32, a new chain offering healthier food choices and a better shopping experience. The company used customer feedback to make sure the new design hits the mark. Trimboli highlighted three benefits of using customer insight.

Customer Insights 145

Customer Insights Insights Webinar 2015 145

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. The point of our exercise, where much went wrong – but that is the curse of the ‘live demo’ – was to design more fun ways for customers to give feedback. But it works well. To check out more of these creativity aids see their website.

2015 63

2015 Workshop Airlines Insights 63

Experience Matters

JUNE 4, 2015

Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies). Customer Connectedness : Customer feedback and insight is integrated throughout your organization.

Customer Connectedness 102

Customer Connectedness Customer Experience 2015 Customer Centricity 102

Alida

OCTOBER 23, 2017

Consumer feedback informed numerous aspects of the product’s marketing campaign, including its final packaging, tagline and logo. Colella shared a similar example, noting that insurance provider Sun Life Financial has saved approximately $850,000 in research costs since establishing its insight community in 2015.

ROI 153

ROI Customer Relationships Insurance Advertising 153

Tricia Morris

JULY 13, 2015

In the newly-published 2015 U.S. Select customers to be part of your ideas and testing team, and be sure to add feedback and survey tools to your finished product (or perhaps better said, your self-service portal in continuous progress). ———————– Download the 2015 U.S. and more.

2015 94

2015 Download Innovation Social Media 94

Beyond Philosophy

SEPTEMBER 22, 2015

They also created a survey on their website that allows Customers to submit feedback any time of day—without even the five-minute wait of the Call Center. If you enjoyed this post, you might be interested in the following blogs: Philosophies To Improve Your Customer Experience in 2015. Are your Customers feeling the love from you?

Multi-Channel 167

Multi-Channel Call Center 2015 Customers 167