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Tag Archives: Customer Experience Management Benchmark Series

Execs In The Know & COPC Inc. Publish 2017 Corporate Edition in Customer Experience Management Benchmark Series

Findings Show That Only About One-Third of Respondents Felt Their Company Offered Support in All The Channels Their Customers Want to Use — A Slight Increase Over 2016 Results.

PHOENIX, ARIZONA – April 3, 2018 – Advocates for customer experience professionals, Execs In The Know and COPC Inc., have announced the release of the 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The 11th volume in the series, titled The CX Journey: Strategic and Operational Insights, provides an understanding of the current CX landscape. Specific areas of expanded exploration include channel consistency, quality programs, and CX priorities for corporate professionals. Traditional Care (phone, email, and in-person), Interactive Care (online/video chat, FAQ, and self-help), Social Media Care (Twitter, Facebook, forums, etc.), and Mobile Care (apps, text/SMS, and mobile chat) are all explored.

Key Insights from the 2017 Corporate Survey:

– Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”

– Thirty-four percent of respondents didn’t believe their company had a good understanding of which channels their customers preferred, nor how these preferences differed from current channel offerings.

– Interest and investment in chatbots and artificial intelligence (AI) exploded in 2017, with more than a threefold increase in the percentage of brands naming chatbots and AI as the technology of most interest and/or investment.

– Only 14% of respondents felt their brands were doing a good job of providing a consistent customer experience across channels and solutions, while only half of brands (51%) had any initiatives to create greater consistency.

The CXMB Series is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. Brands such as Marriott, Blue Rock Energy, The Mine, The Home Depot, LinkedIn, Hyatt, Desjardins, CIBC, Williams-Sonoma, Inc., and more participated in this year’s survey. Continue reading →

Execs In The Know & COPC Inc. Release 2017 Consumer Edition in Customer Experience Management Benchmark Series

Findings Show That After Two Consecutive Years of Solid Improvements, Consumer Opinion Toward Customer Care’s Ability to Meet Needs and Expectations has Flattened

PHOENIX, ARIZONA – November 16, 2017 – Global leaders in the customer experience industry, Execs In The Know and COPC Inc., have announced the release of the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. The report provides compelling insights into key areas of consumer expectations, opinions and perceptions in using multiple channels for customer care. Traditional Care (phone, email, and in-person), Interactive Care (online/video chat, FAQ, and self-help), Social  Media Care (Twitter, Facebook, forums, etc.), and Mobile Care (apps, text/SMS, and mobile chat) are all explored.

Key Insights from the 2017 Consumer Survey:

– After two consecutive years of solid improvements, consumer opinion toward customer care’s ability to meet needs and expectations has flattened

– With results going back to 2014, 2017 saw the lowest percentage of consumers avoiding interacting with customer care

– Whether or not consumers self-select the multi-channel approach (as opposed to being forced into it) continues to have a profound impact on resolution and satisfaction rates for multichannel engagements

– In-Person Shoppers place far more value on good customer service than Online Shoppers

The Consumer Edition of the CXMB series is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. The 2017 Consumer Edition is the fifth consecutive year of reporting on findings of U.S. consumers, in all age groups and geographic regions. The survey findings provide both an overview of the entire customer care experience and insights regarding specific channels, as well as two new sections about the purchase experience and customer effort.

“The 2017 Consumer Edition of the CXMB Series is our most comprehensive to date,” said Chad McDaniel, President and CEO of Execs In The Know. “With every CXMB Series edition we continue to expand questions and sections that are important to today’s CX Professional, in addition to comparing data over the years to identify trends and patterns. Our community find the reports highly valuable and love using these insights to benchmark, learn, and plan their future approach.”

The full 2017 Consumer Edition is available at https://www.execsintheknow.com/cxmbseries/2017-consumer-edition/. Continue reading →

Three Social Media Trends in Customer Care

The following is a guest blog post by Jeff Toister,  Founder of Toister Performance Solutions, Inc. Click here to view the original post on the Toister Solutions website. 

A story about United Airlines and leggings recently went viral.

The gist was the airline was accused of denying boarding to two teenage girls because they were wearing leggings. There’s more to the story, but in the rush to share the news, many reporters wrote misleading headlines or got critical facts wrong.

It all started with a tweet from an uninformed bystander.

Tiffany Funk did an excellent job covering the story on the One Mile at a Time blog. It’s an excellent read that reveals many facts and misunderstandings.

What jumps out at me is this story presents a reminder that social media is increasingly critical to both Public Relations and Customer Care.

I turned to the new 2016 Customer Experience Benchmark report from Execs In The Know and COPC, Inc. for the latest trends on this important channel. You can purchase the full report on the Execs In The Know website (it’s a comprehensive read).

Here are some of the highlights that really stand out for me.

Trend #1: Which Department Owns Social Media?

In a situation like the one United Airlines faced, ownership is critical.

It was part Public Relations, where members of the public were outraged because of some false information. It was also part customer service, where the bystander sending the tweets to @united was still a United Airlines passenger.

That means these functions must work closely together, but only 21 percent of companies surveyed share responsibility between customer care, PR, and marketing. Here’s the breakdown:

One positive sign is that more companies than ever before are providing their social customer care agents with training.

Continue reading →

Execs In The Know and COPC Inc. Hold 2017 CXMB Series Workshop in California at LinkedIn

Leaders Learning From Leaders at Insights-Driven, One-Day Event Focused on Customer Success

PHOENIX, AZ. April 10, 2017 – Following the recent release of the 2016 Customer Experience Management Benchmark (CXMB) Series Corporate Edition, Execs In The Know and COPC Inc. will be in Sunnyvale, California, on April 19, 2017, to host a CXMB Workshop. This exclusive, one-day event will be held at LinkedIn and offers customer experience professionals the chance to gather and share their challenges, successes and insights, while also making lasting connections in their local area.

The highlights of both the 2016 Consumer and Corporate Edition reports will be discussed in depth by COPC.

A few highlights from the findings:

– Although consumer opinion towards customer care has improved, gaps between consumer and corporate perception remain

– Preference for and use of Traditional Care slips, Email surprises and Mobile Care shines

– Consumer preference for live interactions over automated interactions remains strong, but companies continue to shift care away from live interactions and into automated channels

– Forced channel changes have a negative impact on both resolution and satisfaction rates

The featured speakers at the Workshop will be Scott Shute, VP of Global Customer Operations and Mark Quinn, Senior Director, Product Operations at LinkedIn. Scott is also a valued member of the 2017 Execs In The Know Corporate Advisory Board. Their keynote will focus on the Voice of the Customer at LinkedIn, how to best understand the needs of your customers, and tailor your customer experience.

In addition to the featured speakers highlighted above, there will also be presentations from subject matter experts on “Transforming From Customer Support to Customer Success” and “Keys for Personalized, Effortless Omnichannel Journeys”.

For more information visit the CXMB Series Workshop section of the Execs In The Know website at execsintheknow.com/events/cxmb-workshop.

If you can’t attend the event, but are interested in obtaining either the CXMB Series 2016 Consumer Edition, or 2016 Corporate Edition, visit execsintheknow.com/resources/cxmb-series/.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs In The Know, visit https://www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

 About COPC Inc.

COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys.  The company created the COPC Customer Experience (CX) Standard and provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by helping call centers improve their performance.  Today, the company works with leading brands worldwide to optimize key customer touchpoints and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and has operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

For more information, please visit www.copc.com.

Media Contact

Alyssa Pitura
Director of Marketing and Brand Experience
info@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

Execs in the Know & Digital Roots Release 2014 Corporate Edition in Customer Experience Management Benchmark Series

 

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WINNIPEG, MANITOBA. April 16, 2015 – Execs in the Know, global network of Customer Management Professionals, and Social CRM innovators, Digital Roots, have announced the release of the newest installment in their Customer Experience Management Benchmark Series (CXMB). The 2014 Corporate Edition is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. Continue reading →

Execs In The Know & Digital Roots Release Summary of Customer Experience Management Benchmark Series – 2014 Corporate Edition

WINNIPEG, MANITOBA. December 15, 2014 – Leaders in the Customer Experience Management space, Execs In The Know, and Social CRM innovators, Digital Roots, have announced the release of the Customer Experience Management Benchmark Series (CXMB) – 2014 Corporate Edition Summary. The Executive Summary titled, “Supporting the Connected Consumer in a Multi-Channel Environment: A Comprehensive Survey,” gives readers a preview into the results of the full 2014 Corporate Edition of the CXMB Series, to be released in February, at Customer Response Summit Miami.

Continue reading →