Alida

JUNE 1, 2017

The Vision Critical Auto CX Summit 2017 team: Paula Skier – Director, Automotive. If you’re heading to the Automotive CX Summit, please look for us there. Interested but not registered? Reach out to me for a discount code. Scott Miller – CEO. Mike Dieterle – Vice President, Sales. Manny Alamwala – Senior Business Development Associate.

Automotive 157

Automotive 2017 Retail Presentation 157

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation.

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

InMoment XI

MAY 4, 2022

However, the study’s 2017 findings, titled “ Work Redefined: A New Age ” focused on what companies can do to inspire loyalty: “With so much change, employees are looking for more stability, protection, and a safeguard against disruption. Metlife had similar findings in its 2011 Annual U.S.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

Alida

AUGUST 9, 2017

Kelvin (KC) Claveria (@kcclaveria) August 3, 2017. Clarice Chin (@helloclaricec) August 3, 2017. amyfpabst (@AmygpAmyfp) August 3, 2017. Vision Critical (@visioncritical) August 3, 2017. The number of stores that are expected to close in the next year, according to @RetailProphet.

Retail 189

Retail 2017 Webinar Customer Journey Mapping 189

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. www.warc.com 4 December 2017. 28 November 2017. 23 November 2017. 4 December 2017. < Per the report, brands in the U.K. dropped to the lowest in nearly a decade. Brands in the U.S., however, rose from 7.42 in 2016 to 7.75

2002 153

2002 2017 Customer Centricity Consulting 153

CloudCherry

SEPTEMBER 1, 2019

Among his noteworthy HBR articles are “Reinventing Customer Service” (November-December 2018), “Kick-Ass Customer Service” (January-February 2017), “Dismantling the Sales Machine” (November 2013), “The End of Solution Sales” (July-August 2012) and “Stop Trying to Delight Your Customers” (July-August 2010).

2013 244

2013 2011 2012 2010 244

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Still, what’s disheartening is this: across this sample size, customer experience actually fell from 2016 to 2017. What does it mean? Conversely, things are great.

Customer Experience 236

Customer Experience 2008 2017 2016 236

Customer Bliss

FEBRUARY 9, 2017

Finance indicating that — perhaps — CX hiring would go down in 2017. I’ve seen it dozens, potentially even hundreds, of times in companies of all sizes. But at the same time, last week I found an article/press release on Yahoo! The article was anecdotal more than anything else.

White Paper 226

White Paper 2017 B2B Article 226

Alida

JANUARY 13, 2017

If you’re a marketing leader with CX responsibility, it’s likely you need to focus your efforts to meet business expectations in 2017—and you need to do so fast. Here’s what six of them told us about how to improve CX in 2017. ” How to win the CX war in 2017. Michael Brenner, CEO at Marketing Insider Group.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

Customer Bliss

NOVEMBER 23, 2016

The Reality Check Audit And 2017 Goals. It’s entirely possible your team already did 2017 strategy planning (I’ve often seen that happen in September at a lot of companies), but the holidays and New Year’s are always a time we reflect and look forward. Many of these ideas are contained in Chief Customer Officer 2.0

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? This post was written to commemorate global CX Day, and is one of many being featured in the Customer Experience Professionals Association’s 2017 CX Day Blog Carnival: Top Insights from CX Thought Leaders.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

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

Experience Investigators by 360Connext

OCTOBER 4, 2017

Jeannie Walters (@jeanniecw) October 4, 2017. CX Investigators (@360Connext) October 4, 2017. RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! cxday #custexp pic.twitter.com/cxdCaGEpzn. So let’s unpack that a bit… First, customer service and CX are often used interchangeably.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. The downside is that this effects growth and profitability.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. The downside is that this effects growth and profitability.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

GetFeedback

JULY 24, 2018

Editor’s Note: This post was originally published in September 2017. When companies prioritize the experiences they’re delivering, they’re already leagues ahead of their competitors. It’s been updated for accuracy and freshness.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

The DiJulius Group

AUGUST 17, 2021

This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team. In 2020, almost 90% of organizations reported that they have a Chief Experience Officer (CXO), according to Gartner. Read Full Article.

2017 138

2017 2020 Loyalty Article 138

Customer Bliss

DECEMBER 15, 2016

What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017? What are you thinking about for 2017 in terms of driving your customer experience? Your thoughts on strategic management?

Management 152

Management 2017 Books Metrics 152

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth.

Blog 204

Blog Customer Experience 2017 2018 204

Customer Bliss

AUGUST 17, 2017

I don’t see many successful 2017 companies built on drones. Here’s why: Employees need to be viewed as internal customers/stakeholders: This will get you more ideas, approaches, and innovations. Valuing employees simply for deliverable work just gets you drones. Make your own Amazon joke here.).

Airlines 191

Airlines 2017 Culture Books 191

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

Webinar 186

Webinar 2017 Financial Measurement 186

Customer Bliss

JUNE 22, 2017

Customer experience innovation and Cannes Lions 2017. (BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. This is just about one aspect.). AdAge has an interesting review of what’s been happening so far.

Innovation 237

Innovation Customer Experience Advertising 2017 237

Customer Bliss

DECEMBER 29, 2016

We’ll be back with new episodes in early 2017. Pick a few to listen to before you go back to work in 2017. I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. So far, we’ve published 32 episodes. You can click the link above and find all 32 episodes. I promise it’s value-add!

2016 0

2016 Chief Customer Officer Customer Experience Social Media 0

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. It’s all about your people. And it’s also about…your people. Connecting the dots of customer experience.

Airlines 152

Airlines 2017 Metrics Social Media 152

Alida

MAY 5, 2021

In July 2017, the Pennsylvania Lottery launched the Pennsylvania Lottery Insiders online research community powered by Alida (formerly Vision Critical).

Insights 130

Insights 2017 Retail Feedback 130

Beyond Philosophy

DECEMBER 20, 2017

7 November 2017. 21 November 2017. < Follow Colin Shaw on his brand new podcast and Twitter @ColinShaw_CX. Sources: “Robust holiday season Spike Ahead, reveals survey.” www.retailcustomerexperience.com. < [link] > The post Amazing! The Feelings That Drive An Economy Might Surprise You! appeared first on.

2017 153

2017 Retail Consumers 2018 153

Customer Bliss

JUNE 15, 2017

But “value chain,” while still a focused term that makes sense in 2017, isn’t the way you should necessarily think about business. Many people are still going to speak to you about the “value chain” because that’s a common, older-school business concept.

Competitive Advantage 187

Competitive Advantage 2017 Leadership Books 187

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. Is your customer strategy for 2017 ready and scalable? Hopefully you have eyes on a customer strategy for this year. If not — or if you’re in the earlier planning stages of it — let me run through an approach I use with a lot of clients (and have used in my own work in companies).

Chief Customer Officer 197

Chief Customer Officer 2017 Leadership Customers 197

Brandwatch CX

JANUARY 3, 2019

In Q3 2017 it was $590m. Twitter looks like it might turn a profit for the first time in the Q4 of 2017. As of Q3 2017, 23% of US citizens are monthly active users of Twitter. Carter Wilkerson (@carterjwm) April 6, 2017. 70m was spent on ads in 2017. In March 2015, Twitter acquired Periscope for $86m.

2006 111

2006 2007 2017 2015 111

CloudCherry

FEBRUARY 26, 2019

In 2017, 26% of them were leaders while this year, it has grown to 37%. Based on the level of maturity and sophistication of customer analytics employed in companies, three groups were formed- Leaders, Followers and Laggards. 2018 sees a significant rise in the number of companies that fall under the ‘Leaders’ category.

2018 256

2018 2014 Measurement Retail 256

Alida

DECEMBER 15, 2016

For example, if you discover that within your dedicated readers group, there is a growing number of young professionals, your content marketing strategy for 2017 should include new ways to target them.

Feedback 213

Feedback Marketing Social Media 2017 213

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

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

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. Being socially responsible.

Fashion 130

Fashion Retail Multi-Channel 2017 130

Customer Bliss

APRIL 12, 2019

Be prepared to go live : In January 2017, TECO deployed its first online portal, allowing customers to conduct transactional services. Whiting joined TECO in January 2017 after spending nearly four years as the chief customer officer for JEA.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Alida

APRIL 19, 2017

A 2017 report shows that over 87 percent of retailers are now prioritizing customer retention over revenue, and 83 percent recognize that customers are now in control of the brand-customer experience. To drive sales, the retail sector needs to close the gap between what customers want and what the industry is offering.

Retail 173

Retail E Commerce Sports Fashion 173

Alida

OCTOBER 20, 2017

It’s an essential shift for successful digital transformation, but it’s happening rather slowly according to the Kaufman, Hall & Associates report 2017 State of Consumerism in Health Care: Slow Progress in Fast Times. The remedy for health care organizations: View patients as though they are customers.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170