ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.

Customer Experience 333

Customer Experience Entertainment Sales Healthcare 333

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

Surveys 158

Surveys Construction Personalization Feedback 158

ShepHyken

MAY 8, 2017

10 Content Marketing and Customer Experience All-Stars by James A. CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. Great examples that we can all learn from.

Customer Service 204

Customer Service Airlines B2B Marketing 204

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Contact Center Pipeline

JANUARY 4, 2017

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact.

Contact Center 100

Contact Center Surveys Analytics Call Center 100

Customer Experience Matters

NOVEMBER 13, 2017

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.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

Connect

MARCH 7, 2022

In 2017, digitalization was at a nascent stage with just one in six consumers using messaging or bots for service interactions. The State of Customer Experience is an ongoing series of consumer and business research related to customer experience (CX). Times have changed. The COVID-19 pandemic was a turning point.

Customer Experience 52

Customer Experience Surveys 52

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Secondly, the UK are not as customer-centric as U.S

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Customer Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. Only one out of five companies earned at least Read More.

Metrics 76

Metrics Surveys Customer Experience Best practices 76

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. The JLL Retail survey predicted that holiday spending is expected to grow by 6% this year. The survey results also showed: Holiday Shoppers are starting early. 7 November 2017. 30% of U.S.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Customer Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. To examine this link, we surveyed 800 IT decision-makers from large North American firms, asking about their relationships with their technology providers. We also compared overall results to our benchmarks from the previous five years.

Benchmark 89

Benchmark B2B Surveys Feedback 89

ShepHyken

JANUARY 23, 2017

(CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. I especially love number three… that prospective customers watch how you treat current customers.

Customer Service 149

Customer Service Self service Customer retention B2B 149

ProProfs Blog

JULY 19, 2019

The importance of customer experience is something that cannot be stated enough. If you make customers unhappy on the internet, they can each tell 6000 friends.”. Read on to learn about the importance of customer experience in retail and tips on how to improve it. The Importance of Customer Experience.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

GetFeedback

NOVEMBER 20, 2018

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. Now, although the majority of companies aren’t making such egregious public mistakes, the majority of companies are pretty out of sync with their customers. Why customer satisfaction is still important.

Surveys 102

Surveys CRM Feedback Airlines 102

COPC

APRIL 3, 2018

This 76-page report extends trendlines from previous CXMB Series Corporate Edition reports and continues to provide broad channel coverage, while also exploring new topics such as channel consistency, quality programs and customer experience priorities. About the CXMB Series. A joint research project between COPC Inc.

Benchmark 40

Benchmark Customer Experience Management Chatbots 40

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. How To Do It Right.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

CX Accelerator

JUNE 19, 2018

But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results? Do we empathize with the experiences our customers are having? Gone are the days where customers’ expectations are only for their functional needs to be met.

Customer Experience 159

Customer Experience Airlines Morale Surveys 159

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. Along with the four write-ins, thirty-seven unique goals were identified in the survey results. Deliver a personalized customer experience (39.2

Contact Center 48

Contact Center Customer retention Self service Analytics 48

Aspect

DECEMBER 22, 2017

As we prepare to head into 2018 we wanted to take some time to look back on what resonated with our readers in 2017. Trends like chatbots in the contact center was a common theme for 2017, but this blog dives into a new technology: Robotic Process Automation. The post A Look Back on 2017 appeared first on Aspect Blogs.

Chatbots 48

Chatbots Coaching Contact Center Self service 48

Customer Experience Matters

JULY 31, 2017

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies.

Metrics 40

Metrics Surveys Feedback Customer Experience 40

GetFeedback

JULY 24, 2018

While technology and automation have unquestionably improved our lives, they’ve also made the modern customer experience much noisier. Countless customer interactions happen around the clock, and many fly below the radar. ” But according to their customers, only 8% really did. Define your customer experience.

Customer Experience 111

Customer Experience Journey mapping Surveys Sales 111

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Customer Experience Matters

JULY 17, 2017

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. In January 2017, we surveyed 10,000 Read More.

Metrics 40

Metrics Surveys Customer Experience 40

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.

Wireless 284

Wireless Consulting Consulting Airlines 284

Contact Center Pipeline

AUGUST 22, 2017

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category.

Analytics 206

Analytics Contact Center Surveys Customer Experience 206

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. That means that your Customer Experience can benefit a lot from finding ways to appeal to the emotions of the largest of the generational groups: So, what do Millennials value?

Consulting 326

Consulting Consulting Sales Surveys 326

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To cater to all of your customers’ unique needs, you need to have a plurality of opinions and perspectives. Improved employee experience The better the employee experience , the better the customer experience.

Customer Experience 78

Customer Experience Government Accountability Engineering 78

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. The problems with the current state of customer experience. Source: Google Trends.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Interaction Metrics

JULY 21, 2020

In the interim years, we’ve vastly improved the quality of customer listening for our clients, but broadly speaking, what’s the state of customer experience in 2020? Two things are for sure: 1) companies care endlessly about their NPS survey scores and 2) many tout customer experience as a differentiator.

Surveys 62

Surveys Feedback B2B Metrics 62

Customer Experience Matters

JUNE 12, 2017

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […].

Surveys 53

Surveys Benchmark Customer Experience 53

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Can you tell us how you got started in customer experience? Very important.

Customer Experience 95

Customer Experience Healthcare B2C Sales 95

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. million between the first half of 2016 and 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos.

Best practices 40

Best practices Feedback Surveys Customer Experience 40

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos.

Best practices 40

Best practices Feedback Surveys Customer Experience 40

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48