Experience Matters

MARCH 16, 2017

We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group.

Interaction 96

Interaction Loyalty 2016 2017 96

GetFeedback

JULY 24, 2018

Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. Countless customer interactions happen around the clock, and many fly below the radar. Some say customer experience is the perception customers have of a brand based on their interactions.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. In January 2017, ReviewTrackers reached out to a U.S.-based Over 50 percent of consumers often or always check out online reviews, while only 34 percent seek out information on discounts and pricing. based consumer panel with a 39-item, two-part survey.

2017 101

2017 Social Media Automotive Consumers 101

ShepHyken

MAY 29, 2017

IT ProPortal) Twitter released new personalisation features, allowing customers to share their locations when interacting with branded chatbots through Twitter’s Direct Message service. The post 5 Top Customer Service Articles For the Week of May 29, 2017 appeared first on Shep Hyken. by Yaniv Reznik. (IT Follow on Twitter: @Hyken.

2017 105

2017 Article Customer Service Airlines 105

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. Such an easy thing to correct, and, as a consumer, such a frustrating way to start off my interaction. .

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

GetFeedback

NOVEMBER 20, 2018

We know how hard it can be to monitor daily customer interactions as well as their underlying business impact when you serve customers across so many channels. ” A customer satisfaction (CSAT) score is then calculated based on the response and this sums up the quality of customer interactions across the business.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

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. Do not look at interactions alone.

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. Do not look at interactions alone.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

Customer Bliss

AUGUST 17, 2017

There are dozens of possible answers to these questions, and they’re deeply rooted in psychology — but also in organizational design and interpersonal interactions. I don’t see many successful 2017 companies built on drones. How do companies allow that type of thinking to get through? . You’ll need a good team.

Airlines 191

Airlines 2017 Culture Books 191

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. In other words, it means doing what it takes to provide an outstanding Customer Experience that appeals to the emotions a person feels when interacting with an organization—and not just talking about it. www.warc.com 4 December 2017. 28 November 2017.

2002 153

2002 2017 Customer Centricity Consulting 153

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. No doubt that social media is about interaction. The post 5 Top Customer Service Articles for the Week of August 7, 2017 appeared first on Shep Hyken. However, don’t think these lessons are limited to just retail.

2017 17

2017 Article Customer Service Social Media 17

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? Bots of all kind are interacting with customers every day now. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. Customer Experience Teams Grow Up. The Bots Are Here.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

ShepHyken

MAY 1, 2017

My Comment: Every interaction we have with a customer is an opportunity to build customer loyalty. The post 5 Top Customer Service Articles For the Week of May 1, 2017 appeared first on Shep Hyken. Most repeat purchases are a result of either convenience, the store is in a good location or the store is offering a promotion.

2017 87

2017 Article Customer Service Social Media 87

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. How do you determine how your clients or customers will react to a new product or service – or more importantly, how they interact with your brand?

Blog 204

Blog Customer Experience 2017 2018 204

ShepHyken

SEPTEMBER 11, 2017

12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. The post 5 Top Customer Service Articles for the Week of September 11, 2017 appeared first on Shep Hyken. .” They will make you laugh, but they have a very serious message. Follow on Twitter: @Hyken.

2017 86

2017 Article Customer Service Customer Service Training 86

ShepHyken

AUGUST 14, 2017

And with new developments in technology, including buzzwords like cognitive computing, machine learning, and VR, merging human interaction with AI is seeming to be more and more likely the solution for managing customers needs. The post 5 Top Customer Service Articles for the Week of August 14, 2017 appeared first on Shep Hyken.

2017 85

2017 Article Customer Service Retail 85

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level.

Books 161

Books 2016 2017 Interaction 161

ShepHyken

OCTOBER 2, 2017

I’m surprised how many companies don’t create a detailed journey map to dig deep into each (and every) interaction that customers have with you. The post 5 Top Customer Service Articles for the Week of October 2, 2017 appeared first on Shep Hyken. So pay close attention to number two. Follow on Twitter: @Hyken.

2017 85

2017 Article Customer Service Customer Journey Mapping 85

CloudCherry

FEBRUARY 26, 2019

In 2017, 26% of them were leaders while this year, it has grown to 37%. In optimizing each interaction with the customer at every touchpoint, companies deliver on their ‘Customer-first’ promise. 2018 sees a significant rise in the number of companies that fall under the ‘Leaders’ category. Next, prioritize projects that need attention.

2018 256

2018 2014 Measurement Retail 256

GetFeedback

APRIL 25, 2019

This shift isn’t lost on businesses either—in 2017, two-thirds of marketers say their companies compete mostly on the basis of customer experience (CX), according to a Gartner Customer Experience survey. Which is why most businesses today use multi-channel customer service to interact with their customers across different channels.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. Ensure an Omnichannel Customer Journey Customers are no longer comfortable restricting themselves to a single interaction channel. Invest in Digital Channels Customers are increasingly keen on digital interactions.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

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

ShepHyken

NOVEMBER 14, 2016

Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri. My Comment: It’s hard to believe that we are just six weeks away from 2017. Where customers go, service follows. So, what to do? That’s what the best companies do.

2016 128

2016 Article Customer Service 2017 128

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. Is your customer strategy for 2017 ready and scalable? This is about moving beyond disjointed experiences to differentiated, personalized customer-first interaction nearly 100 percent of the time. Hopefully you have eyes on a customer strategy for this year. They may push back. Click To Tweet.

Chief Customer Officer 197

Chief Customer Officer 2017 Leadership Customers 197

Lumoa

DECEMBER 5, 2017

— Slush (@SlushHQ) 30 November 2017. "Each " @markpinc #slush17 — Nestholma (@nestholma) 30 November 2017. slush17 #UserExperience @veen pic.twitter.com/NBgNhA2Jv5 — Columbia Road (@columbiaroadcom) 1 December 2017. at #Slush17 #UX #usability — Jussi Kapanen (@JussiKapanen) 1 December 2017.

2017 102

2017 Insights Healthcare Events 102

Alida

OCTOBER 20, 2017

Research by Prophet found that 81 percent of consumers are unsatisfied with their health care experience, and the less they interact with the system, the happier they are. Too often, there is a mismatch between the services offered and whether those services are well received by patients.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

Customer Bliss

MARCH 29, 2017

As reported by Rebecca Burn-Callander on January 6, 2017, for The Telegraph , a company’s reputation is proven, measurable and valuable. During every customer interaction, your reputation is on the line. And, it’s often ignored until a crisis hits. Even long-standing brands can quickly lose customer loyalty. Don’t Succumb to Pressure.

Leadership 208

Leadership Culture Telecommunications Customers 208

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

White Paper 160

White Paper 2014 2015 2012 160

Alida

SEPTEMBER 6, 2018

between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. If want to understand your customers better, look no further than those they interact with. Finally, consumers are feeling pretty good about the economy with 59.5% Get closer to your employees.

Retail 243

Retail E Commerce 2017 2018 243

Customer Guru

DECEMBER 13, 2017

Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. had a budget of over £501k for investments in CX initiatives in 2017.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. However, despite these high expectations, smart home adoption has been slower than anticipated.

Marketing 111

Marketing Wireless 2017 2016 111

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. During this time, they also developed organizational principles for how they would interact and communicate with customers. What is customer commitment? Don’t Forget to Engage Your Employees.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Beyond Philosophy

SEPTEMBER 18, 2016

We define it as a perception of the rational, physical, emotional, subconscious and psychological interaction a customer has with an organization. Our latest book explores the emotional and psychological interactions that drive customer’s behavior, and Wells Fargo illustrates what can happen to these perceptions when things go wrong.

Banking 166

Banking Books Culture Webinar 166

ReviewTrackers

FEBRUARY 10, 2021

And that’s by interacting with your brand in some way. Under corporate reputation management, there is a constant cycle, a loop of the different ways in which a consumer will interact with your brand. Remember Uber in 2017? In December 2017, Lyft announced its most recent round of funding increased to $1.5

Management 123

Management 2017 Social Media 2015 123

Customer Bliss

MAY 3, 2017

Rethink your approach to hiring: Our research shows that, despite conventional wisdom, the best performing service reps in dealing with today’s complex issues are those that are outspoken, opinionated and seek to take control of the customer interaction. Rethink the contact center environment: .

Customer Service 134

Customer Service 2013 Contact Center 2011 134

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. Customers love visual interactions: mobile video viewing has increased by nearly 10 million minutes per day over the past two years.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Alida

NOVEMBER 29, 2017

At the 2017 Customer Intelligence Summit , Rick Parrish, a Forrester principal analyst servicing customer experience professionals, shared results of a recent study that shows an alarming lack of leadership in CX across all industries. Twenty-five percent of consumers rated their experience as “poor” or “very poor” in 2017.

2017 127

2017 Leadership Customer Experience Professionals Metrics 127