Customer Experience Archives - Page 15 of 20

Least-Trusted Companies, July 2013 [TABLE]

Among 19 industries examined, TV service providers collectively had the lowest average trust rating, also contributing 7 of the 15 lowest-rated companies of the 246 measured.

Web Self-Service Benefits & Challenges, July 2013 [TABLE]

With about 40% of customer interactions being conducted via the web (31%), mobile web or mobile application (9%), the survey finds that many of those offering web or mobile self-service capabilities report increased traffic (54%) and sales (47%) since the launch of those capabilities.

Restaurant Marketing: Ziosk Table Top Payments [VIDEO]

Ziosk offers restaurants a table top payment option via tablet technology.

CMOs' Top Concerns, July 2013 [CHART]

30% of CMOs said they’re concerned with creating sustainable and engaging customer relationships, with another 22% stressing customer experience.

Top Customer Experience Tools, June 2013 [CHART]

9 in 10 CMOs say they are personally responsible for the overall customer experience for their brand.

Customer Satisfaction With Hospitality Industries, June 2013 [CHART]

Airlines have experienced a modest increase in customer satisfaction for the second year running, according to the American Customer Satisfaction Index.

Customer Service Response Time Expectations By Channel, June 2013 [CHART]

When consumers have an issue with a company that needs to be resolved, a leading 92% say that it’s important that their problem is taken seriously.

iStockphoto Customer Service Fail [VIDEO]

iStockphoto is making its customers’ previously purchased credits expired in a thinly-veiled attempt to get them to buy more.

Customer Frustration With Companies' Online Communications, June 2013 [CHART]

80% consumers in the US & UK said that one of their top 2 frustrations about companies’ use of online communications was too many unwanted email messages.

Consumer Preference For Retail Self-Check Out, June 2013 [CHART]

3 in 5 consumers around the world would be interested in shopping at a fully automated “self service” store with vending machines and kiosk stations offering a virtual customer service.