Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer centricity Construction Benchmark 60

ijgolding

AUGUST 18, 2014

The majority of readers of this Customer Experience Review are likely to have hired a car. I say that stories like these ‘almost’ saw me lose faith – and I say ‘almost’ as my experience with another rental company last week has gone a long way to restoring it. 15th August 2014.

Enterprise 108

Enterprise Customer Experience Benchmark Customer Service 108

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. big data customer experience data voice of customer'

Big data 71

Big data Customer Experience Journey mapping Benchmark 71

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. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

ClearAction

MARCH 21, 2017

Executives at Vodafone, PWC, Hitachi, Westpac, Telstra, HP, Ergon, Bell Canada, and dozens of other companies have attested to the eye-opening and unifying power of benchmarking these customer culture factors and levers described below. Yes, customer culture is it! 2 Forrester Research, 2012. Image licensed from Shutterstock.

Benchmark 88

Benchmark Customer centricity Marketing Big data 88

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Customer Interactions

JULY 7, 2015

Is it possible to measure something as seemingly subjective as customer experience? Because customer experience has real, tangible effects on the bottom line, you must implement benchmarks and processes to ensure you are on the right track. In this week’s CX Buzz, several authors argue that you can and should.

Benchmark 28

Benchmark Customer Experience 28

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

ClearAction

MARCH 21, 2017

Executives at Vodafone, PWC, Hitachi, Westpac, Telstra, HP, Ergon, Bell Canada, and dozens of other companies have attested to the eye-opening and unifying power of benchmarking these customer culture factors and levers described below. Yes, customer culture is it! 2 Forrester Research, 2012. Image licensed from Shutterstock.

Benchmark 69

Benchmark Customer centricity Big data Marketing 69

Customer Guru

MARCH 7, 2018

These women and their motivating stories are testimonials to why we need more women in Customer Experience. Sue Duris – Director of Marketing and Customer Experience, M4 Communications, Inc. Read how Kanika built one of the most customer-centric Private Jet and Helicopter companies in India. Don’t believe us?

Customer centricity 113

Customer centricity Education Finance Benchmark 113

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. In 2016, McKinsey and Company reported that even a slight improvement to the buyer’s experience could have up to a three-percentage-point impact on revenue.

Surveys 79

Surveys Feedback Benchmark Education 79

Avaya

OCTOBER 10, 2016

The tech industry (software and hardware) typically falls well below that mark, with average scores in the 20s, which have been dropping over the past few years (Temkin Group, 2014 NPS rankings). As a first step, we captured everything that goes into a good customer experience. Raising an NPS isn’t easy.

Benchmark 78

Benchmark Best practices Metrics Coaching 78

Clarabridge

JUNE 13, 2017

We never turn down an opportunity to chat with Bob Land, VP of Consumer Engagement at Dorel Juvenile about how he ensures seamless, positive customer experiences. This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment. And this is only the beginning!

Benchmark 40

Benchmark APIs Sales Call Center 40

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Being able to have AI technology listening to a call to help guide the agent will help the customer experience immensely.

Best practices 226

Best practices Call Center Contact Center Scripts 226

delighted

OCTOBER 22, 2019

The value of a strong Net Promoter Score (NPS) is that it can indicate if your business is delivering on the promises that it’s making to customers. For instance, high NPS scores positively correlate to customer retention, referral acquisition, and strong brand awareness. It pays to earn promoters: customer loyalty and NPS.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

Call Experts

DECEMBER 19, 2018

A 2014 report showed that Americans spend around $600 billion on average during the winter holiday season. Below we have highlighted a few tricks and strategies to deal with holiday season spikes to balance your workflow and ensure the best customer service for your clients and customers. Essential tweaks. More Blogs Menu.

outsourcing 58

outsourcing Call Center Answering services Contact Center 58

Netomi

SEPTEMBER 10, 2022

Many companies rely on these stats to benchmark customer service. You might not need all these fancy customer service statistics to know what’s the most important: customer satisfaction. Key Statistics Covering How Customer Service Is The New Marketing. 62 billion is lost by U.S.

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

delighted

JUNE 21, 2019

According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S. Companies who understand their customers reap the benefits. According to the same study, a strong customer experience garners “up to a 16% price premium on products and services, plus increased loyalty.”.

Feedback 53

Feedback Surveys B2C Benchmark 53

Return Customer

JULY 25, 2018

If you find yourself and the rest of your team struggling on a daily basis to return emails, phone calls, social media interactions, or chats on your website with customers in a timely manner, then you may want to consider dedicated customer support. The findings for email customer requests were even worse, 90.5%

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. Enable a data science team to manage a family of classic ML models for benchmarking statistics across multiple medical units.

Healthcare 84

Healthcare Government Engineering APIs 84

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: Chief Customer Officer 2.0: Customer Success Leaders.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

Vistio

SEPTEMBER 20, 2021

So we spun off and started a company called Acclivity in 2014, and we were really focused on billion to 10 billion in revenue, multinational, and really with the folks on the contact center space, along with networking and we reunified communications. They’ve got a lot of customer experience and good content on their podcasts as well.

Contact Center 52

Contact Center Technology Finance Average Handle Time 52

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Comm100

OCTOBER 11, 2017

be adequately equipped or trained to reach out to these customers and handle their individual complaints, not having a jointly-owned social media strategy means that your representatives are probably not well-equipped enough to form a plan to prevent this from occurring again. Get Faster, More Convenient Support to Customers.

Customer Service 49

Customer Service Customer Care Morale Marketing 49

Comm100

FEBRUARY 6, 2018

Comm100 is a customer engagement solution with live chat as its hub — or core function. Its mission is simple — help companies of all sizes provide quality customer experiences, regardless of channel. In 2014 Cision charged $5,700 per year for a single license to access its media database. Cision’s negative point?

CRM 42

CRM Enterprise SaaS Marketing 42