At the end of 2011 we surveyed consumers to see what frustrates them the most when it comes to interacting with companies across various industries. This market brief presents the findings of the second annual consumer tipping points survey, which reveals what customer service issues frustrate consumers the most, and how they respond to negative experiences. We examined trends year-over-year to understand how customer expectations and perceptions are changing, and the hard-hitting impact to satisfaction, loyalty…

CNBC recently aired a feature titled “Customer (Dis) Service”, a program that took viewers through the evolution of customer care and described the current state of customer service relationships as “wrecked, shattered and ruined”. As initiatives like automation and outsourcing were widely implemented to curb the costs of servicing customers, experience took a major hit. So where are companies most often not meeting customer needs?

Surprisingly even with the evolution of interaction channels that now…

The explosion of mobile apps has created a huge demand from smartphone users and given organizations a fresh new revenue stream as they inform, engage, market and sell to tech-savvy consumers. Mobile apps provide a unique platform for companies to build their brands, increase customer engagement and loyalty and increase competitive advantage, but they also can serve as another customer service touch point like the web or…

One of the benefits of having an interaction cloud with billions of customer behavior patterns is that we can aggregate it to find interesting stories. This infographic illustrates variations in customer behavior across the US for nationwide wireless providers – analysis revealed that customer in some states are more likely to contact their provider more than once, driving up service costs for the organization.

Do you agree with this…

ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

Marketing’s Role In The Customer Experience Ecosystem

We’ve all done it: called a company about a product or service only to navigate through an endless voice system. Perhaps after that we fired off an email to customer service and then we got online…

As a reflection of its recognition of the importance of customer experience management, ClickFox has joined the CXPA as a Corporate Member of the growing association.

The CXPA supports the professional development of its members and advances the field by providing research and education, establishing standards, offering networking and career opportunities, promoting the industry, and creating a better understanding of the customer experience discipline.

“ClickFox has been a…

It's been a few months since our previous post about voice of the customer programs being inadequate indicators of customer experience in general and customer satisfaction in particular. Recently we came up with some additional data about this topic that we thought would be important to share with our readers.

During a recent analysis for one of our large customers who is adamant on using VoC programs…

ClickFox, the defining leader in a new breed of experience analytics , today announced a technology partnership with Teradata Corporation (NYSE: TDC), the world’s leading analytic data solutions company focused on Integrated Data Warehousing , Big Data Analytics , and Business Applications . The complementary technologies of ClickFox customer experience analytics and Teradata analytic data solutions will enable more users across…

Mobile applications are slowly taking over our lives. To understand how consumers are using apps for customer service, we'd like you to participate in a survey that we're conducting. We're trying to understand usage, preferences and perceptions of mobile applications for customer service and engagement.

Take our 2-minute survey and we'll enter you in a drawing for a chance to win an iPad 2! We're going to…

ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

“What is Customer Satisfaction—Really?”

High customer satisfaction translates to customer loyalty, and loyalty is one of the biggest drivers of corporate growth. Let’s face it – customer satisfaction is at an all-time low in our country. So, what exactly is going on?

For…