Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. Before joining Zurich he worked from 2004 to 2015 at Vodafone Spain in several roles such as Head of Customer experience, Head of Strategic Planning or Head of Competitive and Business Intelligence. Understanding Quick ROI.

Chief Customer Officer 125

Chief Customer Officer ROI 2004 2015 125

Experience Matters

DECEMBER 31, 2015

Before we move on to 2016, here are the 15 most-read posts from 2015: Seven Steps for Developing Customer Journey Maps. Report: 2015 Temkin Experience Ratings. Report: Net Promoter Score Benchmark Study, 2015. 8 CX Trends for 2015 (The Year of the Employee). The Ultimate Customer Experience Infographic, 2015.

2015 75

2015 Net Promoter Score 2014 Customer Journey Mapping 75

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

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?

2015 102

2015 Wireless Net Promoter Score Airlines 102

Experience Matters

JANUARY 15, 2016

In this infographic, we share data from the Temkin Group research report, ROI of Customer Experience 2015. Filed under: Customer experience , Infographic , ROI of Customer Experience. You can download (and print) this infographic in different forms: Infographic : infographic in pdf , infographic in png.

ROI 91

ROI Customer Experience 2015 Download 91

Lumoa

JULY 10, 2018

Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. A research conducted by Avanade and Sitecore showed that there is a $3 return on investment (ROI) expected for every $1 invested in the customer experience. When you have listed the hypotheses, test.

ROI 113

ROI Customer Experience Financial NPS 113

Kustomer

AUGUST 3, 2021

New York, NY – August 3, 2021 – Kustomer , an all-in-one, top-rated AI-powered CRM for modern customer experiences, today releases findings from Forrester’s Total Economic Impact™ (TEI) study showing that organizations that switch to Kustomer see up to a three-year 422% in return on investment (ROI). TEI Study Findings.

ROI 96

ROI Net Promoter Score E Commerce Return on Investment 96

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Later I will go through how you can understand step-by-step what the value and ROI of customer experience are for your company.

ROI 97

ROI Customer Experience NPS Financial 97

Customer Bliss

NOVEMBER 3, 2016

I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company” to this post (June 2015) called “Bring The Silos Together In The Customer Room.” ROI should be everything in business.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Customer Bliss

MAY 31, 2016

In June 2015 Future Travel Experience named Curtis as one of 25 global innovation leaders in the airline industry. Prove your points and connect them to ROI. Without that, CCO work seems isolated as its own silo — “Oh, that’s the customer service guy.” It will likely be transactional. Be data-driven.

Airlines 158

Airlines Customer Experience Insurance 2015 158

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. . Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends.

Social Media 167

Social Media 2015 Innovation 2014 167

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. By using the Rant & Rave Platform our clients have seen on average a 150% ROI, 52% response rates, 36% reduction in complaints, 50% increase in NPS and 75% more insight from their customers. Congratulations to this year’s winners: Confirmit.

2015 97

2015 Multi-Channel 2014 CEM 97

Experience Matters

OCTOBER 6, 2015

Once again, Temkin Group is publishing a new infographic for CX Day. You can see the full infographic below. Here are links to: Download a printable infographic (.pdf). Download a printable 18″ x 24″ poster (.pdf).

2015 130

2015 Customer Experience Download Customers 130

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 54

ROI 2007 2018 2019 54

Confirmit

JANUARY 9, 2020

For example Forrester Research found that from 2011 to 2015 a group of CX leaders’ revenue outgrew the revenue from their CX laggard competitors by more than 5 to 1. Beyond this, making an ROI-based business case can appear daunting, as it involves a certain amount of work up front.

ROI 59

ROI Customer Experience 2011 2015 59

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 48

ROI 2007 2018 2019 48

Michel Falcon Experience

OCTOBER 23, 2014

What’s the ROI? January 2015. The product is launching in January 2015. There will also be a monthly subscription service to keep you up-to-date with the latest trends, observations and tools to ensure you are consistently refining your customer and employee experience operations. When will it be released?

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Published on: June 24, 2016.

ROI 50

ROI Customer Experience 2016 Airlines 50

ClearAction

SEPTEMBER 28, 2015

1] From the 2015 Temkin Experience Ratings: “Between 2014 and 2015, only five industries improved and 14 declined.”. [2] 3 Types of Customer Experience Action Essential to ROI. Exploring the Elusive ROI of Customer Experience Management. Photo purchased under license subscription from Shutterstock.

Customer Experience 105

Customer Experience 2015 ROI Customer Experience Management 105

Confirmit

AUGUST 10, 2019

Numerous studies support the validity of this statement, which has by now been proven time and time again in various industries.For example Forrester Research found that from 2011 to 2015 a group of CX leaders’ revenue outgrew the revenue from their CX laggard competitors by more than 5 to 1.

ROI 40

ROI White Paper Customer Experience 2011 40

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

2016 132

2016 2012 2013 2014 132

Joe Rawlinson

DECEMBER 10, 2015

Sixty-one percent of marketers planned to increase their spending on email this year, making email a higher priority than social media, mobile marketing or any other channel, StrongView’s 2015 Marketing Trends Survey found. These types of triggered emails currently generate an open rate 78.7 percent open rate.

Marketing 101

Marketing 2015 Social Media Omnichannel 101

Natalie Petouhof

DECEMBER 6, 2016

Field Service seems to be an area where IoT can easily provide true use cases that can quickly garner ROI. The agent browser user interface is now a single version, meaning it is compatible with versions of Oracle Service Cloud all the way back to May 2015 and upgrades will now happen with zero downtime.

Contact Center 79

Contact Center ROI 2015 Document 79

Tricia Morris

OCTOBER 28, 2015

In Microsoft’s 2015 Global State of Multichannel Customer Service Report , 60% of the 4,000 consumers surveyed said they have a more favorable view of a brand that offers a mobile-responsive support portal. and how to measure ROI. . and how to measure ROI. Increasingly important is a mobile-responsive self-service offering.

2016 83

2016 Virtual Agent ROI 2015 83

ClearAction

MAY 28, 2015

What do you see ahead for 2015? appeared first on Customer Experience ROI Enablement. This question became a habit for managers across the company, and changed their decision-making to be customer-focused. This is the kind of habit more brands need to adopt. Q: Sounds like there is hope. A: Yes and no.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

BirdEye

APRIL 24, 2023

This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods. Messaging: B2B messaging highlights factors like cost-effectiveness, ROI, and problem-solving, while B2C messaging focuses on personal benefits like time-saving and lifestyle appeal.

Marketing 93

Marketing Social Media B2C Advertising 93

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

2016 97

2016 2012 2013 2014 97

CX Journey

APRIL 19, 2016

IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4% Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.)

Employee Experience 56

Employee Experience ROI 2015 Customer Satisfaction 56

CX Journey

JULY 30, 2015

Image courtesy of picturetakingone I originally wrote today's post for DuSentio; it appeared on their blog on March 23, 2015. Today, I'd like to focus on the rational (numbers) side and suggest that ROI doesn't always come immediately in the form of higher revenue or higher profits. I've written in the past about different ways (e.g.,

2015 66

2015 ROI Financial Sports 66

C3Centricity

MARCH 15, 2018

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision. Is this your case? The Current Situation with Data. Data is everywhere and most organisations are drowning in it!

Retail 124

Retail Information Consumers Connections 124

Optimove

SEPTEMBER 22, 2024

LeanConvert: Delivers end-to-end personalization and analytics, driving ROI in player acquisition and retention. Mobivate : A trusted SMS provider since 2015, Mobivate integrates with Optimove to deliver personalized, real-time communications, boosting player engagement and retention with seamless API and SMPP solutions.

2024 59

2024 Download ROI 2015 59

Comm100

MAY 4, 2022

Chatbot ROI Calculator: Find out how much ROI you could make with AI Chatbots. LMCU has traditionally taken a conservative approach to change management, and in 2015 they saw that competitors were further ahead on the journey to digital transformation. Step 3: Connect all your digital channels within an omnichannel platform.

Omnichannel 97

Omnichannel E-support Financial Banking 97

Experience Matters

NOVEMBER 13, 2017

This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

2017 91

2017 2012 2013 2014 91

Eptica

NOVEMBER 16, 2016

In 2015 he examined the difference in revenue growth between pairs of similar US businesses in five sectors (cable communications, airlines, investments, retail and health insurance). In 2016 this initial study was expanded , examining company CX and sales performance for companies in the same five sectors between 2010 and 2015.

Sales 54

Sales Customer Experience 2016 Insurance 54

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Nothing wrong with that! Always good to revisit this topic because it is such a hot one for customer experience professionals. Always the same (great) story, regardless.

Customer Experience 56

Customer Experience ROI 2016 Insurance 56

ClearAction

OCTOBER 10, 2017

In my 2015 Customer Experience Transformation talk show with Eric Wansong, VMware’s Vice President of Customer Advocacy, he explained how his team adds strategic value across all company departments. ” My commentary: Prevention of issue recurrence is the best way to drive customer experience ROI.

B2B 83

B2B Customer Experience 2015 Workshop 83

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. ©2015 suitecx – Confidential Customer Journey Mapping Governance is at the top of the maturity curve Source: DataFlux Unaware Reactive Proactive Predictive People, Process, Technology Adoption Reward Risk CJM Architecture CJM Management CJM Governance.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40