OpinionLab

DECEMBER 9, 2016

In 2015 alone, U.S. M-commerce grew nearly three times faster than e-commerce in the United States in 2015. Forrester estimates that mobile ‘influenced’ $1 trillion in consumer spend in 2015 – highlighting how mobile is now a gateway to all channels, whether physical or digital. internet usage globally (compared to 48.7%

E Commerce 60

E Commerce 2015 2016 2014 60

OpinionLab

DECEMBER 9, 2016

In 2015 alone, U.S. M-commerce grew nearly three times faster than e-commerce in the United States in 2015. Forrester estimates that mobile ‘influenced’ $1 trillion in consumer spend in 2015 – highlighting how mobile is now a gateway to all channels, whether physical or digital. internet usage globally (compared to 48.7%

E Commerce 60

E Commerce 2015 2016 2014 60

Strativity

SEPTEMBER 15, 2015

News and Insights September 2015. Monthly Motivation: “When the sales pitch is exceptional, the customers’ expectations are heightened to levels that are almost impossible to satisfy. When service is exceptional, you create a loyal customer. Copyright © 2015 Strativity Group, Inc. Execution. .

Customer Centricity 56

Customer Centricity 2015 Webinar Download 56

Waypoint Group

NOVEMBER 6, 2014

There were no B2B customer success technology vendors in the market that could offer our account-level insights and relationship reporting. This voice-of-customer feedback tool is the only B2B customer success solution specifically designed for small-to-medium sized businesses (SMB). TopBox delivers….

B2B 53

B2B 2015 Voice of Customer Feedback 53

Second to None

FEBRUARY 22, 2019

Although emotion can be tricky to interpret, even for the customer, it is an instrumental factor in better understanding, and furthermore, better serving, your audience. [1] Understanding The Impact Of Emotion On Customer Experience. 2,3] Burns, Megan. Retrieved from Forrester. [4]

Customer Experience 54

Customer Experience Voice of Customer 2015 Reference 54

CX Journey

AUGUST 13, 2015

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation.

Touchpoint 74

Touchpoint Customer Journey Mapping Effort Score 2015 74

Second to None

MAY 15, 2018

For example, Volkswagen, which was strategically and patiently nurturing its reputation as an environmentally conscious brand, suffered a heavy blow to its equity after the emissions scandal in 2015. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Measurement 59

Measurement Brands Social Media Voice of Customer 59

Wootric

MAY 12, 2020

That gut ‘voice of customer’ reaction complements all the behavioral tracking. In time, you will want a deeper understanding of your customer journey, and that will lead to asking questions at additional touchpoints using other CX metrics, such as CSAT or Customer Effort Score. Failure is an opportunity.

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

Second to None

FEBRUARY 14, 2018

Companies Will Blend Domestic And International Customer Service. companies have started to move customer service operations back home. 53% had significant onshore operations in 2015, up from 35% in 2010. In the last decade, U.S. The reality is that each one can make sense, depending on your needs. or Europe. .”

2018 63

2018 Social Media E Commerce E-support 63

Second to None

MARCH 8, 2019

Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 2] Employee Burnout.

2015 48

2015 2009 Financial 2018 48

CX Journey

AUGUST 4, 2015

Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? Do you know how your customers feel about the pace? or just right?

Innovation 73

Innovation 2015 Social Media Government 73

SuiteCX

OCTOBER 22, 2015

It is critical to get all key departments aligned on your customer experience strategy. suitecx Thought Leadership: Balancing Customer Needs. suitecx ©2015, suitecx Inc. suitecx ©2015, suitecx Inc.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2015 Customer Centricity 40

CX Journey

JANUARY 22, 2016

It was published on their blog on August 20, 2015. When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. Those voices come from customers, partners, employees, and customers through employees.

Innovation 59

Innovation Voice of Customer 2015 Books 59

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. Governance is focused on enhanced data, process innovation and new customer metrics. No common tools or process. Level of maturity.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

Second to None

JANUARY 22, 2019

It doesn’t matter, according to Miles, if you are operating in a B2B or B2C environment, the key is to ask yourself, “What are our customers’ customers trying to accomplish?”. Protect the customer while removing friction from the transaction. Total revenue from mobile transactions is expected to double between 2015 and 2018.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Retently

AUGUST 9, 2018

Customers’ desires are usually classified in a hierarchical structure, and each desire or need is assigned a certain level of priority depending on your business’ goals. Voice of Customer also represents your existing and target customers’ opinions regarding your products and services.

Feedback 87

Feedback Insights CEM Net Promoter Score 87

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018).

ROI 54

ROI 2007 2018 2019 54

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). The questions below may sound familiar to you. Market research.

Insights 29

Insights Customer Insights 2015 2016 29

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018).

ROI 48

ROI 2007 2018 2019 48

ijgolding

JANUARY 15, 2016

The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. Metrics, Measurement and ROI. Organisational Adoption and Accountability.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

OpinionLab

AUGUST 29, 2017

When you look at customer retention across industries, the findings are quite striking. If you look at the chart below, it appears that customers are becoming more likely to switch companies at an alarming rate. The difference between the 2015 and 2016 figures are clear. Why are your customers becoming less loyal?

Omnichannel 166

Omnichannel Consumers Touchpoint Banking 166

CX University

OCTOBER 19, 2017

The liquid within lithium ion batteries is highly flammable, which explains other phone explosions and issues over time , including Nokia issues in 2009 and an iPhone giving someone third-degree burns in 2015. This would mean customers (i.e. voice of customer), partners, and employees.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

COPC

SEPTEMBER 9, 2019

Our AI customer service is linked to more than 420 products from the seven major departments of Ant Financial, including payments, insurance services, MYbank, international services, Zhima credit, etc. Compared to 2015, our investment in human resources had reduced by half, but customer satisfaction was up at around 80%.

Financial 40

Financial 2004 Customer Satisfaction Innovation 40

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years.

NPS 40

NPS Financial B2B Feedback 40

Waypoint Group

DECEMBER 3, 2015

The good news is that if your team uses these B2B best practices for customer experience, you can beat the system and strengthen relationships with those customers! The post Why B2B Customer Experience Fails & What You Need to Know to Win appeared first on Waypoint Group.

B2B 40

B2B Customer Experience B2C ROI 40

CX Workout - Ideas Blog

DECEMBER 22, 2020

Academic research has shown that evoking gratitude across customers or buyers leads to valuable behavioral outcomes such as positive word of mouth or recommendation (Soscia, 2007) and increased purchase intentions (Palmatier et al., 2015 further confirmed that gratitude fosters commitment and enhances loyalty. Eggert et al.,

2020 52

2020 Financial NPS 2004 52

SurveySensum

JULY 14, 2020

Ali Malik is a certified CX Professional (CCXP) and specialist in CX, Brands & Market Research, designing Metrics & Measurements, Mystery Shopping & Voice of Customer & Employees Programs. He specializes in transforming teams and creating a focus on the customer. LinkedIn : [link] /. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. After receiving numerous recognitions in his role at Citi, Eliason was named Executive VP, US Digital, and Customer Experience for Zeno Group in October 2015. Hilary George-Parkin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

COPC

SEPTEMBER 3, 2019

Our AI customer service is linked to more than 420 products from the seven major departments of Ant Financial, including payments, insurance services, MYbank, international services, Zhima credit, etc. Compared to 2015, our investment in human resources had reduced by half, but customer satisfaction was up at around 80%.

Financial 40

Financial Customer Satisfaction 2004 Technology 40

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. After receiving numerous recognitions in his role at Citi, Eliason was named Executive VP, US Digital, and Customer Experience for Zeno Group in October 2015. Hilary George-Parkin.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Confirmit

MAY 31, 2020

BOI Payment Acceptance (BOIPA) launched our Voice of Customer (VoC) program in 2016 as a key component of our customer strategy. Together with our CX management partner W5, we started by identifying the relevant parts of the customer lifecycle we needed to measure and track.

2016 52

2016 2015 Voice of Customer 2018 52

ClearAction

AUGUST 13, 2019

In ClearAction’s five-year global study of business-to-business customer experience management practices, coordination among managers of various customer experience efforts was correlated with business growth. Imagine the impact this has on customers, especially when programs are managed separately for each solution the customer buys.

Customer Experience 48

Customer Experience Financial Customer Journey Mapping Customer Experience Professionals 48