InMoment XI

MAY 2, 2016

Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 (..)

Automotive 199

Automotive Loyalty 2016 2009 199

Experience Investigators by 360Connext

AUGUST 24, 2015

Did you know that by 2016, 89% of companies will compete mainly by the customer experience they provide? Are you preparing your customer experience strategy for this? Your survey data and customer dashboards only tell part of the story. The last quarter of the year is the perfect time to set your customer experience strategy up […].

2016 271

2016 Consulting Customer Experience Workshop 271

Customer Bliss

DECEMBER 27, 2016

One of the biggest things I did online in 2016 was create a customer experience podcast. We just hit Episode No. 32 of that show, but there won’t be new episodes until 2017. Instead, here’s what I am going to do.

2016 0

2016 2017 Leadership Customer Retention 0

Alida

NOVEMBER 25, 2016

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. D E WALT saved over $1 million in research costs in 2016 alone, and close to $6 million since launch. Boosting customer satisfaction with Alliant Energy.

ROI 269

ROI Measurement Brands Net Promoter Score 269

InMoment XI

MAY 4, 2022

In a 2016 post Talkdesk , a provider of call center solutions, reported the yearly turnover as 30-45%, double or triple that of all U.S. This is hardly a way to build loyalty, and the pressure to keep calls short contributes to the call center industry having the highest turnover of industries worldwide. (In industries in 2013.).

Loyalty 435

Loyalty 2011 Call Center Leadership 435

Experience Investigators by 360Connext

FEBRUARY 23, 2015

To that end, all GM cars will have in-car wifi by the end of 2016. But James was quick to point out that there are times when the auto industry has made mistakes by listening too much to customers and not anticipating the next trends in technology or elsewhere.

Innovation 262

Innovation Consumers Social Media 2016 262

Alida

DECEMBER 1, 2016

The study, released in November 2016, showed that fintech adoption is particularly high in emerging markets like China and India. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 billion in funding. Half of banking customers around the world now use at least one product or service from a fintech firm. .

Customer Experience 193

Customer Experience Financial 2016 Banking 193

GetFeedback

DECEMBER 29, 2016

The future is all about the customer. We pulled together the year's most influential customer experience articles from CX thought leaders around the web.

Article 150

Article 2016 Customer Experience Customers 150

Alida

SEPTEMBER 30, 2016

Sixty-one percent of research companies now use online communities , according to the Q1-Q2 2016 Greenbook Industry Trends (GRIT) report. A 2016 study found that 86 percent of marketers believe that having a branded online community benefits core business operations , while 85 percent think it will improve the customer journey.

ROI 254

ROI 2016 E-support Sports 254

Customers That Stick

SEPTEMBER 19, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

2016 145

2016 Customer Service Customers Customer Service Training 145

Experience Investigators by 360Connext

JUNE 9, 2015

Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The challenge for today’s business is how to differentiate the experience they provide and stand out in a sea of sameness.

Customer Experience 292

Customer Experience Net Promoter Score Hotels 2011 292

Alida

JANUARY 19, 2017

Sales in athletic apparel rose 12 percent in 2016 , according to the market research firm NPD, as more consumers wear their workout clothes outside the gym. As a result, the average selling price of activewear apparel dropped by nine percent in the first quarter of 2016. Photo: Bloomberg.

Retail 167

Retail Apparel E Commerce 2016 167

InMoment XI

JUNE 20, 2017

Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.

2016 243

2016 2017 Article Insights 243

GetFeedback

NOVEMBER 7, 2019

They expected only three as recently as 2016. We didn’t pick the number at random—customers have stated that they expect upwards of 8 images per page to get acquainted with a product. More compelling? A 100%+ jump in three years should be enough for any brand to sit up and take notice. What will the next few years bring?

Social Media 249

Social Media Competitive Advantage 2016 2018 249

Alida

AUGUST 8, 2016

Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more. In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher.

Marketing 174

Marketing 2016 Customer Centricity Presentation 174

Alida

OCTOBER 13, 2016

At the 2016 Customer Intelligence Summit , two innovative brands shared how they’re taking advantage of this trend. Vision Critical (@visioncritical) September 20, 2016. Driven by new technologies like insight communities , this trend is one of the consequences of the move towards faster and cheaper research.

Marketing 235

Marketing Feedback E Commerce Advertising 235

Beyond Philosophy

FEBRUARY 14, 2020

Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before. However, it also gave them direct access to us.

Technology 195

Technology Social Media 2016 Interaction 195

Customer Bliss

AUGUST 9, 2016

These practices, metrics, and related customer-originated service scores were recognized in 2016 as “one of the most advanced customer service efforts in the federal government” by NextGov. She has been a member of CXPA since 2012 and spoke at the 2016 CXPA Insight Exchange on the evolution of customer experience in government.

Government 0

Government Leadership Customer Experience 2009 0

Beyond Philosophy

OCTOBER 12, 2016

As Customer Experience Consultants in 2016, we are delving into what causes a person to feel emotions these days. To learn more about these fascinating and compelling concepts for business, please read our latest book The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016).

2002 167

2002 2016 Books Consulting 167

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. 8 September 2016. Now the question becomes what should Wells Fargo do next? million deposit accounts and over 500,000 credit accounts in all.

2011 141

2011 Banking 2016 Financial 141

eglobalis

AUGUST 13, 2024

A prime example of this resilience is the company’s swift recovery from the 2016 Galaxy Note 7 crisis. While American companies are celebrated for their creativity and German firms for their precision engineering, Samsung combines both with a unique speed and flexibility that keeps it at the forefront of the global market.

E-support 504

E-support Innovation Customer Centricity Loyalty 504

Alida

OCTOBER 4, 2016

Vision Critical (@visioncritical) September 20, 2016. When it comes to #community management, “don’t let perfection be the enemy of good,” says @Molls_04 of @OhioState. VCSummit #mrx #cmgr pic.twitter.com/o5IKRkVOGt. Experiment with new tactics and track how they do. Engagement, not entertainment.

Engagement 250

Engagement Entertainment Insights 2016 250

Customer Bliss

OCTOBER 10, 2017

2014-2016: The initial roll out of services and experiences. 2016-2018: Excellence around execution. Maury says it best: “I like the word stewardship more than ownership.” ” The Deliberate Timeline Of Improvement. Maury has phased out the work this way: 2012-2014: Closing the necessary gaps.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Experience Investigators by 360Connext

AUGUST 3, 2021

According to a 2016 PwC survey cited by Linkedin , 60% of respondents reported they’d like daily or weekly feedback (72% among those under 30 years old), but only 30% said they receive it.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Customer Bliss

OCTOBER 4, 2016

Prior to her recent time at Reval, she was VP of Product and Customer Success at Gartner for three years (2013-2016), as well as COO at Pixable, a tech startup eventually acquired by Singapore Telecom. Duygu has only been in her role at Reval recently; she began in 2016 (i.e. this calendar year).

Customer Success 166

Customer Success 2016 2013 Metrics 166

Customer Bliss

DECEMBER 1, 2016

It’s been a busy 2016. One of my big goals in 2016 was to launch a podcast — and, with the help of my team, I did it. I probably did less keynotes and more client work in 2016, but I still did quite a few keynotes — and I love doing them. Here we are, finally, at the last month of the year.

2017 183

2017 Customer Experience 2016 Books 183

Customer Bliss

OCTOBER 17, 2018

Year & Day , an online tableware company founded in 2016, has thought long and hard about what today’s customers want, leading them to embrace simplicity of choice as their mission. You need to design products and services in a way that helps your customers achieve their goals. #CX CX #MakeMomProud Click To Tweet.

Leadership 231

Leadership 2016 Books Customers 231

Customer Bliss

AUGUST 1, 2017

While he’s been in customer-facing roles for about 25 years, he’s only been at Aon Hewitt since mid-2016. He joined his current employer, Aon, in mid-2016 charged with developing and executing a strategy that would deliver easy, effective and emotionally appropriate experiences to its retirement and investment fund members.

Customer Experience 0

Customer Experience 2016 B2C Retail 0

Experience Investigators by 360Connext

MAY 26, 2016

markhymanmd #PESummit pic.twitter.com/ETpMikdraP — Jeannie Walters (@jeanniecw) May 16, 2016 Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 2) In case you missed it, you may be interested in reading Part 1: The Intentionality of Patient Empathy. #of hours/year: this is when health happens.

2016 160

2016 Consulting Customer Experience Healthcare 160

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data.

2010 160

2010 Social Media 2016 2013 160

Customer Bliss

AUGUST 3, 2017

Still, what’s disheartening is this: across this sample size, customer experience actually fell from 2016 to 2017. These are primarily digital customers, and while the sample size is great, it’s not necessarily applicable to every industry. Twice as many brand scores fell as rose, and losses outpaced gains. What does it mean?

Customer Experience 236

Customer Experience 2008 2017 2016 236

Customer Bliss

JANUARY 3, 2017

One of the things I was most proud of in 2016 (a goal I achieved!) In fact, here’s a list of some of the big 2016 lessons I learned creating this podcast. Quick interlude: My podcast. was launching my customer experience podcast.

2017 183

2017 2016 Leadership Culture 183

InMoment XI

JUNE 20, 2017

Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.

2016 150

2016 2017 Article Insights 150

InMoment XI

NOVEMBER 9, 2018

According to the 2016 CXEvolution study by MaritzCX, “customer-centric companies are three times more successful at driving significant financial improvement and. You can read it here. Companies often focus solely on customer experience, forgetting the actual driver for an excellent customer journey – their employees. View Article.

Customer Experience 150

Customer Experience Feedback 2016 Customer Centricity 150

InMoment XI

APRIL 10, 2017

A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience. The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes.

Customer Experience Management 150

Customer Experience Management Customer Experience 2016 Management 150

InMoment XI

APRIL 10, 2017

A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience. The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes.

Customer Experience Management 150

Customer Experience Management Customer Experience 2016 Management 150

Alida

MAY 8, 2018

Its Customer Experience Index report , which measures how well a brand’s CX strengthens the loyalty of its customers, found the CX leadership gap is the result of either stagnant or declining CX improvements between 2016 and 2017 as, generally speaking, CX quality worsened. CMOs still don’t have a single view of the customer.

Customer Experience 173

Customer Experience 2016 2017 Leadership 173