Infographic: The CX Factor

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Customer Experience is a brand’s differentiator. It can mean the difference between a loyal customer and one who deflects in search of a relevant, personalized experience. Here, 1to1 Media and SurveyMonkey surveyed 504 consumers to learn how critical customer experience is when interacting with a brand.

Business

Mobile apps are ubiquitous. With more than 1.5 million apps in Apple's App Store alone, there's an app for nearly everything. Consumers’ app usage correlates to their growing availability. In response, marketers must adapt their mobile strategies to better serve customers’ needs and expectations. 1to1 Media, with its partner SurveyMonkey, polled 578 U.S. consumers about their mobile app usage and preferences to help guide your app strategy.

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Building and maintaining a loyal customer base isn’t easy. It takes more than just a good product or service to earn a customer’s devotion. Offering a rewards program isn’t enough, either. Given the voluminous number of loyalty programs available to consumers, brands must find innovative ways to engage today's empowered shoppers. A snapshot look at the loyalty landscape underscores the need and opportunity for brands to offer more engaging rewards programs.

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Information included in this infographic is based on a recent survey, and resulting whitepaper published by The Service Council (TSC). The report, prepared by Sumair Dutta, Chief Customer Officer at The Service Council is entitled Customer Experience Management: Strategies to Succeed. The infographic was developed by m-ize and is provided as a visual representation of the most compelling results and statistics of the study. Both the infographic and the whitepaper are provided by m-ize to call attention to our upcoming Webinar, Winning Strategies in Customer Experience Management. The webinar will be broadcast live on February 25th, 2014 at 1:00 PM Eastern Standard Time. To register for the event and receive a complimentary copy of the whitepaper and infographic please visit the registration page at http://info.m-ize.com/winning-strategies-in-customer-experience-management We look forward to everyone's attendance at the event. If you have any questions please feel free to contact us http://m-ize.com/contact We'll address any and all questions after the discussion, during the Q & A portion of the webinar. Please feel free to invite your associates or anyone that you feel would benefit from the event.

Here are a few highlights from our dinner celebrating the winners from the 2015 Gartner & 1to1 Media Customer Experience Excellence Awards. Through our joint awards program, 1to1 Media and Gartner honor leading customer experience organizations and spotlight the standards of excellence among these organizations that have taken a customer-centric approach to improving their business performance. Winners were selected by a panel of judges that consisted of Gartner analysts and the 1to1 Media editorial staff. This year's event was held on the eve of Gartner's Customer 360 Summit at Vela inside the San Diego Bayfront Hilton.

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In today’s interconnected and hyper-social world, consumers have little patience for poor customer service. Companies are under pressure to meet customer expectations for optimal service. As business leaders assess their customer strategies, here’s a snapshot look at why savvy companies are investing in customer service and support as a key differentiator. —By Judith Aquino and Lorri Cosentino

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While speech technology has always been an integral element within the contact center, few companies have yet to fully embrace this wealth of data to support the development of the single customer view. However, phone calls continue to dominate in the world of customer service, as voice chat remains the most reliable avenue for quick problem resolution. Thus, companies must understand that, while implementation might not be the walk in the park they’d hoped for, speech analytics have the power to drive decisions and boost retention.

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