CloudCherry

AUGUST 26, 2019

The survey questions were asked regarding where organizations stood on four core CX capabilities: business case development for CX, customer success management, CX measurement, and insights development. First, it was immediately clear that B2B leaders believe CX measurement programs can yield actionable insights for their organizations.

B2B 199

B2B 2019 Insights 2010 199

Experience Matters

JUNE 23, 2015

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? consumers during January 2015. Quotas were set to mirror the U.S.

2015 133

2015 Airlines Hotels Insurance 133

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. This report has rich insights about both B2B and B2C customer experience.

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108

Alida

JUNE 23, 2016

To accomplish a goal of elevating customer experience , the company engages with 5,000 customers through Food For Thought, a Vision Critical insight community first launched in 2012. The insight community provides ongoing feedback from customers and helps Price Chopper make better decisions about strategy, branding and marketing campaigns.

Consumers 150

Consumers Insights Retail E Commerce 150

Alida

NOVEMBER 25, 2016

Some brands, for instance, use insight communities to offer research services and data to clients and partners. 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. Increasing revenue with NewsCorp Australia.

ROI 269

ROI Measurement Brands Net Promoter Score 269

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 145

Customer Insights Insights Webinar 2015 145

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. This is the sixth annual benchmark of CX activities, competencies, and maturity levels. This year we found an abundance of CX ambition and activity.

2015 106

2015 Customer Connectedness Management 2014 106

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.

2015 167

2015 Workshop Customer Centricity Innovation 167

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

Tricia Morris

MAY 28, 2015

Watch the recorded webinar Connecting with Customers Across Channels featuring insights and best practices from Nucleus Research VP Rebecca Wettemann, Microsoft GM for Service Engagement Bill Patterson and Chobani Strategic Solution Manager Mary Mercury. Click here to listen to this webinar.

2015 95

2015 Customer Service Webinar Presentation 95

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 place customers at the center of their strategic efforts. They also listen to and act on customer feedback.

Customer Insights 104

Customer Insights Insights 2015 Customers 104

ijgolding

SEPTEMBER 24, 2015

The 2015 results appear to go a step further. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is. It is refreshing to see this stance bourne out by the 2015 results.

2015 87

2015 2014 Brands Customer Experience 87

Experience Matters

JANUARY 30, 2015

Earlier this month, we published Lessons in CX Excellence, 2015 , which provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s a recording of a recent webinar going over highlights from the report: See listing of Temkin Group’s recorded webinars.

2015 98

2015 Webinar 2014 Insights 98

Experience Investigators by 360Connext

JULY 24, 2015

Questions lead to insights ! Sprout Social (@SproutSocial) July 22, 2015. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Here are some questions for customer experience leaders to consider.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Experience Matters

MAY 20, 2015

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. Do you want to the data from the 2015 Temkin Effort Ratings? population.

2015 95

2015 Airlines 2014 Hotels 95

CloudCherry

SEPTEMBER 1, 2019

In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. Customer service should be simple right? The biggest takeaway from the book?

2013 244

2013 2011 2012 2010 244

Experience Matters

OCTOBER 27, 2015

We published a Temkin Group report, State of Voice of the Customer Programs, 2015 : This is the fifth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

2015 110

2015 2011 2010 2013 110

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. With the power to listen to the Voice of the Customer, integrate it with business data to generate powerful insight, and take action, we deliver effective business change and create a competitive advantage for clients. Clarabridge. NICE Systems.

2015 97

2015 Multi-Channel 2014 CEM 97

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. . Online communities allow companies to engage customers and gain insight into people’s attitudes and behaviors.

Social Media 167

Social Media 2015 Innovation 2014 167

Experience Investigators by 360Connext

DECEMBER 11, 2014

5 Areas of Customer Insights You’re Missing. How Developed is Your Customer-Centric Strategy for 2015? Photo credits: ZenNomad , kaybee07 via Creative Commons license. This post was written for, and a version originally appeared on SteamFeed. Check out my other posts on SteamFeed!

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Alida

JULY 5, 2017

In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery chain Whole Foods , consumer packaged goods (CPG) companies must build brand awareness and harness the insight of shoppers if they are to win the battle for shelf space. Between 2012 and 2015, top food manufacturers in the U.S.

Insights 113

Insights Retail 2015 2012 113

GetFeedback

NOVEMBER 20, 2018

The end result is a better customer experience —not just insights for the company. According to Campaign Monitor , 53% of emails were opened on mobile devices in 2015. Help us create a better shopping experience for you. Notice how this subject line tells the reader exactly how they’ll benefit from giving their 2 cents?

2015 246

2015 Culture Advertising Feedback 246

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. Insight into customer habits can help companies drive sales by providing insight on which products to offer next. C ustomers are creatures of habit.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

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

GetFeedback

DECEMBER 27, 2018

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. As you incorporate these tips into your online survey strategy, you should see higher completion rates and better customer insights.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Kerry Bodine

JUNE 20, 2015

August 13, 2015. September 27 – 29, 2015. October 2 – 3, 2015. October 8, 2015. CXPA’s 2016 US Insight Exchange. June 30 – July 1, 2015. June 28 – 30, 2015. Transforming the Fan Experience 2015. June 29 – 30, 2015. September 1 – 2, 2015. September 2 – 3, 2015.

Events 97

Events 2015 2016 CEM 97

Experience Matters

DECEMBER 18, 2014

We introduced the first-ever industry-wide professional certification in our field, the CCXP , expanded our community to new heights as we helped our members succeed in their roles with webinars, Local Networking Events , Best Practice Visits , Coaching Calls , CX Tools, Ask the CX Experts , our Insight Exchange , and many other activities.

2015 106

2015 2011 Customer Experience Professionals 2014 106

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

Alida

OCTOBER 23, 2017

The key is to follow practical frameworks that tie the insight you get from customer relationships to measurable business results. Single-serve coffee manufacturer Keurig Canada, for example, tested 12 product concepts in its insight community Coffee Insiders, gathering more than 5,000 customer responses over four rounds of concept testing.

ROI 153

ROI Customer Relationships Insurance Advertising 153

Alida

JULY 21, 2017

Dove leverages customer insight to shape a provocative campaign. The marketing campaign was inspired by insight on the company’s main target audience of female consumers. ” That insight led the company to create a campaign that directly challenged stereotypes on beauty. One example comes from Dove’s “#mybeautymysay.”

Customer Relationships 154

Customer Relationships Brands 2015 Insights 154

Retently

AUGUST 9, 2018

You can collect that insight, cross-check it with the existing research, and use the results to improve your brand and make it more appealing to your audience. By 2015, Cayenne sales generated around half of the Porsche’s total profit. Why Understanding the Voice of the Customer Is Important.

Feedback 88

Feedback Insights CEM Net Promoter Score 88

iPerceptions

OCTOBER 2, 2015

Here's a roundup of the most important customer experience insights and findings from this past September. The customer experience is emerging as the new competitive battleground and marketers need to have a deep understanding of the opportunities and challenges they face.

Customer Centricity 85

Customer Centricity 2015 Customers Insights 85

Forrester

NOVEMBER 11, 2015

In 2015, customer experience (CX) rose to the number one priority for business and technology leaders. In 2016, it will be among the top 10 critical success factors determining who will win and who will fail in the Age of the Customer. And for good reason: better customer experience correlates to stronger revenue growth.

2016 105

2016 Innovation 2015 Insights 105

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

Customers That Stick

OCTOBER 23, 2014

Global perspectives on service research priorities for 2015. Petrozelli of The INSIGHT Group and Randy Wootton of Saleforce.com. Topics include: Tap into the power of purpose, empathy and memories. Restoring humanity to healthcare: the key to driving loyalty and growth. Day Three: Service Growth and Revenue.

Leadership 128

Leadership 2014 2015 Customer Service Training 128