Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

2015 49

2015 E Commerce Customer Service Social Media 49

Eptica

MARCH 14, 2018

They want an easy, transparent experience from brands that treat them well, value their time and reduce friction in all areas. How are UK banks doing in terms of the customer experience? However, this was a drop from 2016’s figure (84%) and 2015’s 91%. Speed of response varied from 55 minutes to over 21 hours.

Banking 49

Banking Customer Experience 2018 Social Media 49

C3Centricity

SEPTEMBER 14, 2020

Brian Solis wrote a great article on “11 Trends Shaping The Future Of Retail” based on a presentation he wrote back in 2015 – an eternity these days! Balance web rooming and showrooming by investing in mutually-beneficial experiences and outcomes on both sides. Source: Brian Solis. Conclusion.

Retail 77

Retail E Commerce Apparel Transportation 77

C3Centricity

APRIL 29, 2020

Brian Solis wrote a great article on “11 Trends Shaping The Future Of Retail” based on a presentation he wrote back in 2015 – an eternity these days! Balance web rooming and showrooming by investing in mutually-beneficial experiences and outcomes on both sides. Source: Brian Solis. Conclusion.

Retail 71

Retail E Commerce Apparel Transportation 71

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

2021 45

2021 Events Social Media 2013 45

Provide Support

APRIL 13, 2016

When people have a less-than-favorable online experience, they fault the company immediately. 56% of online shoppers share that they expect retailers to use what they know about them from past purchases and interactions to make it more personal and convenient for them to do online shopping. Build an email list.

Customer Relationships 43

Customer Relationships 2016 Social Media 2003 43

ijgolding

MARCH 22, 2017

A study by Convergys states that 73% of GenY customers will leave after one bad experience and have no hesitation to go public with their dissatisfaction. These kind of interactions and post-purchase reviews across social media can go viral and put a dent on the company’s reputation and revenue in detrimental ways.

E Commerce 81

E Commerce Customer Experience Multi-Channel E-support 81