Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. Three Truths Every Marketer Should Know about CX in China. How to Measure Customer Emotions.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

SEPTEMBER 22, 2015

They also created a survey on their website that allows Customers to submit feedback any time of day—without even the five-minute wait of the Call Center. If you enjoyed this post, you might be interested in the following blogs: Philosophies To Improve Your Customer Experience in 2015. Why do they staff this way?

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Quality Contact Solutions

MAY 27, 2021

To help provide clarity around a perplexing topic, let’s review the seven most common misconceptions we hear through our TCPA call center consulting services. #1 Some companies think that information calls and surveys are exempt from the TCPA. We provide TCPA call center consulting services that help navigate the?telemarketing

Wireless 98

Wireless Telemarketing Abandon Call B2B 98

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. There are several CX maturity models available, and many CX consultancies offer CX maturity assessments. Employee engagement: Employees are empowered to deliver a positive customer experience.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

CSM Magazine

JULY 29, 2021

Addepto is one of the top data science and AI consulting companies operating in over 12 countries. In general, Addepto’s services consist of comprehensive consulting services regarding big data analytics and data science, business intelligence (BI), machine learning (ML), artificial intelligence (AI), and even AI software development.

Real estate 98

Real estate Engineering Consulting Consulting 98

Toister Performance Solutions

JULY 11, 2019

He begs, needles, and cajoles customers into giving him good survey scores. At George's company, good survey scores are all that matter. Much of the post was based on a 2015 study by Michael Housman and Dylan Minor that reviewed hiring and termination data for 58,542 customer service employees. Toxic Employee Survey.

Advertising 89

Advertising Airlines Surveys Morale 89

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. This concept is backed up by recent research carried out by service design consultancy Engine. This concept is backed up by recent research carried out by service design consultancy Engine.

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Connecting the Dots

DECEMBER 1, 2021

Our surveys of B2B put the percentage as high as ninety percent, especially for small and medium businesses. Harper Collins, 2015. [3] Continues to Fail to Deliver Actionable Data appeared first on Customer Care Measurement & Consulting (CCMC). 3] Learn more about CCMC’s recent findings in its new Delight Study here.

B2C 62

B2C Advertising B2B Metrics 62

Global Response

OCTOBER 2, 2023

A massive 97% of consumers consult online reviews before purchasing. LET’S CONNECT You might think of Chipotle, with their food safety and E.coli outbreaks back in 2015-2018, or the backlash that United Airlines faced after a video of a passenger being forcibly escorted off a plane due to overbooking went viral online.

Call Center 62

Call Center Management Airlines outsourcing 62

Steve DiGioia

DECEMBER 5, 2016

Dennis worked with the Walt Disney World Company for twenty years and now consults with organizations around the world, helping them achieve their customer service goals. I advise my consulting clients to identify three things they would want customers to say or think about the organization after any interaction. Dennis Snow.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

CSM Magazine

FEBRUARY 19, 2018

Consultancy Tailored Data Solutions has urged company directors to start taking new data compliance more seriously, as implementation of wide sweeping changes is now only weeks away. ” According to the latest Global Forensic Data Analytics Survey, only a third of businesses (33%) have their plans in place to comply with the GDPR.

Consulting 40

Consulting Consulting Surveys Analytics 40

Toister Performance Solutions

JULY 23, 2019

What the study on toxic employees revealed The survey was conducted by my company, Toister Performance Solutions, in July, 2019. According to Melanie Proshchenko, Founder and Principal Consultant at Honeycomb Team Solutions , "One toxic team member can infect the entire team by turning otherwise positive, unsuspecting teammates negative."

Customer Service 71

Customer Service Coaching Consulting Consulting 71

Talkdesk

SEPTEMBER 2, 2015

We invited Samuli Zetterberg, CEO and Founder of Surveypal to share his wisdom with us on Tuesday, September 1, 2015. Surveypal is an online customer survey platform that helps companies of all sizes gather actionable feedback from their customers. This is achieved by measuring different interactions via surveys.

Best practices 68

Best practices Customer Service Surveys call center software 68

Hero Digital

SEPTEMBER 25, 2018

A 2018 survey by NewVantage Partners found nearly all executives asked (98.6%) agree that their businesses are actively working to become a data-driven enterprise, yet only 32.4% Job postings for data scientists on Indeed.com confirms this trend, rising 75% from January 2015 to January 2018. and The CMO Survey found that only 1.9%

Analytics 46

Analytics outsourcing Enterprise Marketing 46

DMG Consulting

MARCH 15, 2017

Thank you for your interest in DMG Consulting’s publications. 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. First Name * Last Name Email Address *.

Contact Center 48

Contact Center Customer retention Analytics Self service 48

ijgolding

DECEMBER 2, 2015

In the Spring of 2015, our strategy team undertook a study to understand the complex relationship between modern organizations and customer experience. We surveyed more than 500 stakeholders at another 188 companies. The report highlights agencies/consultants to consider as a resource when building a customer-centric culture.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

CX Journey

APRIL 19, 2016

IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4% Watermark Consulting looked at the employee experience leaders based on Great Place to Work findings and charted their performance on the S&P 500 for the last 18 years, from 1997 to 2014.

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

Influitive

OCTOBER 11, 2015

“Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. That’s because loyal customers are more likely to buy again, and buy more than before. “We

B2B 111

B2B Marketing Best practices Feedback 111

Verint

JULY 23, 2015

In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand.

Analytics 38

Analytics Contact Center Consulting Consulting 38

ChurnZero

FEBRUARY 4, 2022

Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy. Kristen founded The Success League in 2015. Customer Success Around the Web.

Metrics 98

Metrics Consulting Consulting Best practices 98

ijgolding

JANUARY 15, 2016

As a practitioner on the inside and a consultant on the outside – I, like my peers have fought very hard to get Customer Experience the recognition it needs….it In 2015, I worked with many practitioners aspiring to become a CCXP – they are all finding it challenging – some more than others. it deserves.

Customer Experience 56

Customer Experience Customer centricity Government Education 56

Verint

JULY 23, 2015

In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand.

Analytics 24

Analytics Contact Center Consulting Consulting 24

inmoment

MAY 14, 2020

Since the program was launched in late 2015, more than 100,000 members have collectively lost over 1 million pounds or an average of 7% of their body weight, according to United Healthcare. It was an interactive online program, using personal coaches and well-known celebrities such as Dr. Oz.

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

Comm100

MARCH 2, 2022

Mark Galauner, Senior Insights Consultant, CFI Group. PwC’s 2021 Digital Banking Consumer Survey highlighted this changing relationship between consumers and financial service providers, showing how they are moving away from physical branch locations and towards digital services. This especially means not repeating their question.

Chatbots 52

Chatbots Banking Personalization Wait times 52

Influitive

JUNE 14, 2016

Fellow consultant Rachel Bakker does a great job of outlining just how important building authentic relationships is in the post-modern marketing world in her recent post, Are You Real? ). I was first introduced to the concept of the Servant Leader by community engagement maven Phoebe Venkat during a talk she did at a conference in 2015.

Marketing 60

Marketing SaaS Consulting Consulting 60

LiveChat

AUGUST 24, 2018

Whether it was a consultation at your agency or a Sunday open house, you built a rapport with homebuyers with a handshake, some charm, and your expertise. A 2015 study from Real Trends, “The Efficacy of Online Live Chat Services for Real Estate,” demonstrated the true power of chat boxes. Factors of a poor digital customer experience.

Real estate 45

Real estate Sales Consulting Consulting 45

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Forrester, 2016) The average email survey response rate is 24%. Fluid Survey, 2014) 75% of people complete surveys on their mobile. Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Journey

JULY 21, 2015

It appeared on their blog on February 19, 2015. I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation. And according to BCG, it is. and Europe.

Employee engagement 84

Employee engagement Accountability Consulting Consulting 84

Russel Lolacher

MARCH 13, 2023

A few reasons why he is awesome – he is the academic, keynote speaker and best selling author of “The Burnout Gamble” and his latest book “Leadership, Reinvented”, he’s a two-time TEDx Talker (his 2015 talk is now at 2.1 His 2015 Talk is now at 2.1 Russel Lolacher 2015 28-year old Hamza comes out on a TEDx stage.

Government 98

Government Management Employee engagement Coaching 98

Peter Lavers

DECEMBER 19, 2017

Back in 2015, we conducted a poll of leaders, asking about use of data models & metadata. Shockingly, none of those surveyed had Conceptual Data Models in place and half also lacked Logical Data Models. I was reminded of this often cited challenge by a post on LinkedIn from Martin Squires , experienced leader of Boots insight team.

Analytics 100

Analytics Surveys Coaching Technology 100

Comm100

AUGUST 23, 2018

In 2015, Amazon began offering free one-day shipping in 14 metropolitan areas in the U.S. With your decision in mind, consult an AR or VR marketing or customer experience agency. In following years, the program spread across the world, including to Europe, Canada, India, and Mexico. Is it in-store, in-app or online?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

ClearAction

MAY 28, 2015

Q: So are customer surveys just a waste of time then? A: Brands tend to use customer surveys as a barometer or a report card, hopefully with good news for their public relations department or to increase their Net Promoter ratings, showing how many customers would “recommend” the company. What do you see ahead for 2015?

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110