customer experience News

New Research Based On Feedback From 6,000 U.S. Consumers About 129 Firms Shows That Only 9% Of Companies Deliver Strong Customer Service; TV Service Providers, Internet Service Providers And Health Plans Are The Worst

In recent times, customer experience management (CEM) has undergone a series of massive transformations as companies increasingly recognise that there is more to satisfaction than simply providing a good product or service.

John Hinder, Head of Digital Experience, Business Transformation, at Scottish Life, joins Customer Management IQ to discuss how to get the best out of Customer Experience Management within banks and financial services

Ian Ormerod, Head of Customer Experience at AXA, joins Customer Management IQ to discuss Customer Experience Management within Banks and Financial Services.

Acquiring Sibytel technology, V3D (Vision 360 Degrés) goes one step beyond on last mile mobile Quality Testing and Monitoring by upgrading its complete and most advanced software suite for Telcos: EQual ONE

ADT Security will showcase a new interactive display unit and demonstrate the futuristic capabilities of facial detection and tracking technology at the Retail World conference to be held in Sydney from June 27 to 29.

Study Of More Than 800 Computer Buyers Shows That Apple Delivers Best Experience Across New Computer Purchase Process, With Largest Gap In Customer Service

Millions of bank customers in the UK are set to share in the country's biggest compensation payout in years, after the financial services industry finally gave up the legal fight over the alleged mis-selling of loan insurance products.

Telefónica O2, Orange FT Group, Telenor & Vodafone to explore how to drive customer-centricity and measure customer experience at CEM in Telecoms

Study Of 6,000 U.S. Consumers Shows That Only 7% Of Companies Deliver Good Online Experiences; TV Service Providers, Internet Service Providers And Health Plans Are The Worst

Study Of 6,000 U.S. Consumers Examines How Consumers Use Social Media Channels To Purchase Computers, Cell Phones, TVs, Insurance Policies, Health Plans, And Credit Cards

MCorp Interviewed for Recently Released Research Report, “Why You Need A Digital Customer Experience Strategy.”

Ian Ormerod, Head of Customer Experience at AXA, joins Customer Management IQ to discuss Customer Experience Management within Banks and Financial Services.

Study Of 6,000 Consumers Reveals That Companies Have Built Up Limited Goodwill With Customers In Report On 143 US Companies Across 12 Industries

Customer experience solutions apply contextual insights to provide relevant, one-to-one communications that impact key business goals

The UK’s utilities and personal finance companies are failing to meet consumer demand for personal communication according to research from enterprise software provider Thunderhead.

Survey Of 200+ Large Companies Highlights Customer Experience Efforts And Ambitions

Business leaders will gather in NCY 6/21-22 to gain insights on developing a differentiating customer experience. Andrew Reise Consulting will sponsor the Forrester Forum focused on developing strategies that align with the customer’s viewpoint.

Einstein Noah Restaurant Group (ENRG) announces partnership with Service Management Group (SMG), the leading customer analytics agency focused on loyalty and service improvement, to increase customer loyalty and drive same-store sales.

These interviews provide an opportunity to share insights from America's top CEOs about how they are guiding their companies to greater spirit and performance. This week: ING Direct CEO Arkadi Kulmann discusses his vision and purpose.

The question of whether priority should be given to customer satisfaction or profitability is one of the most crucial considerations for any modern organisation.

Roosters Men’s Grooming Center, a leader in the emerging men’s services market, today announced there will be more Roosters Men’s Grooming Centers to come to Colorado.

It’s been a long time coming but it is here and it will increasingly be the difference between business growth, profitability and continual struggle. In a highly commoditised world with rapidly increasing competition the customer is now on top

Study Identifies 20 Leading Practices For Collecting And Responding To Customer Feedback That Will Require New Technology And Make Current Market Research Practices Obsolete

The Retail Customer Experience Executive Summit has announced its keynote lineup, as well as a special evening excursion for attendees to a Twins/Red Sox game taking place during the event.

Questar, a leading survey research organization dedicated to helping restaurants and retailers drive sales through improved customer loyalty, will be exhibiting at the 2011 Restaurant Leadership Conference March 27-30 in Scottsdale, Arizona.

MCorp Managing Director, Michael Hinshaw, to speak at SAP and SAPinsider’s annual CRM conference.

Study Of 6,000 US Consumers Reveals What People Do After They Have Very Good And Very Bad Experience With Companies. Analysis Looks At Differences By Age, Income, Education, And Ethnicity. Report Also Looks At The Customer Bases Of 143 Companies

Target Received The Highest Score, While Walgreens and Citibank Receive The Lowest, In Temkin Group’s Evaluation Of The Experience Of Finding A Nearby Store Or Branch Over The Phone

Text Analytics News announces the launch of its 7th Annual Text Analytics Summit. The event will be held on May 18-19, 2011 in Boston, MA. It is the only conference that has a complete focus on the text analytics industry.

ESII presents its best practices for the retail sector to increase the buying opportunities in the areas of sales and offer customers new services

Cleveland Marketing Firm Now Offers Magento Enterprise Platform and Expands Staff to Accommodate Growth

Coming out of the GFC and with increased consumer demands for better services, more and more organizations are struggling to maintaing their customer experience, receiving more customer service complaints and security breaches than ever.

Is your Speech Analytics Software delivering Dial-to-Disconnect Analytics? With this free tutorial you can see how leading organizations may experience higher ROI for Speech Analytics programs. Can this be your best practice?

Customer Communication Management provides a platform to deliver smart communication, maximizing the effectiveness of all communication touch points while complying with regulatory mandates and branding guidelines.

New Temkin Group Research Analyzes The Website Experiences Of 10 Large Banks And Retailers Using Its SLICE-B Methodology

A Thought Leadership Webinar from CustomerThink and MCorp Consulting. Driven by technological innovation, these emerging forces will increasingly impact customer experience and the touchpoints that drive it.

New Temkin Group Research Analyzes Data From 119 Large Organizations With Voice Of The Customer Programs

The 2010 Bathroom Blogfest brings together 33 bloggers from the U.S., Canada, the UK and India to address the 2010 Mad Men inspired theme “Stuck in the 60s?” from October 25 to 29 to call attention to improving the overall bathroom experience.

Temkin Group Unveiled Its Voice Of The Customer Assessment Tool With Data From 199 Companies That Completed The Assessment

New Temkin Group Research Report Compares Customer Experience Leaders With Customer Experience Laggards Using Survey Responses From More Than 140 Large North American Companies

Companies Are Engaging Complaints In Social Media More Aggressively Than They Deal With Complaints That Come Directly From Customers

Customer experience expert Jeanne Bliss to share insights on how to help companies become “beloved”

The 2nd Annual Customer Retention, Satisfaction and Loyalty organized by i Group concluded on a high note at the Le Royal Méridien in Mumbai on the 6th August 2010.

Norma Huibregtse is a Customer Experience Strategist, known as the Loyalty Lady for getting results. She's developed a customer experience program that can easily show you how to keep customers coming back to you instead of your competition.

Temkin Group Identifies “Engagement Phase” As Missing Step In Building Customer Relationships Right After A Sale Is Made

Whether it is in-house or outsourced to a call center, the main job of customer service is to raise the ante of customer experience

Happy customers remember companies that deliver quality experiences. As a reward, they will continue doing business with them for years.

Temkin Group Publishes New Report, "The Current State Of Customer Experience," With Results From Survey Of 140 Large North American Companies

Customers are more likely to find satisfaction through telephone help and face to face, based on new industry study.