OpinionLab

NOVEMBER 1, 2016

To cut through the hype, several major brands discussed how they assess CX innovation. And, to drive CX transformation, don’t map a future state; design a future state (you can read more about that on a previous CX LabNotes blog ). The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab.

2016 98

2016 Innovation Return on Investment Airlines 98

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Does the customer feel a strong commitment to you and your brand? Can you use emotion to take a generic offering and brand it? The post Guest Blog: How to Manage Customer Emotions appeared first on Shep Hyken. Shep Hyken .

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Blog Management Hotels 2016 127

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. They should also be familiar with brand messaging, speaking as a united voice on behalf of the brand. Shep Hyken.

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Blog Customer Service Customer Service Representative Customer Service Training 83

ShepHyken

SEPTEMBER 12, 2016

internet Retailer) In an age of promotional clutter, go the extra mile to excite the influential people who are dedicated to your brand. The “Customer Success” tips (I’ve mentioned these in a past Top Five blog) are invaluable, and I’m sure you’ll find some other great tips from the other topics as well. by Len Markidan.

2016 114

2016 Article Customer Service Books 114

OpinionLab

JUNE 24, 2016

It was a really interesting event with some great content from some of the brightest customer experience experts at the biggest brands in the financial services industry. They’re all great sources of helping your brand know what you’re doing well and where there are opportunities to improve. 3) Listen, listen, listen.

2016 79

2016 Competitive Advantage Financial Insurance 79

GetFeedback

NOVEMBER 7, 2019

It’s been stated that customer experience is the new brand, but what about the visual customer experience? They expected only three as recently as 2016. A 100%+ jump in three years should be enough for any brand to sit up and take notice. So, how can brands provide the impossible? More compelling?

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Social Media Competitive Advantage 2016 2018 249

Hallmark Business Connections

MARCH 9, 2021

If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person. Granted, these wheels were already in motion pre-pandemic: In 2016, 64 million people , roughly 20% of the U.S.

Marketing 97

Marketing Brands 2020 2021 97

Tricia Morris

JUNE 8, 2016

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. The post INFOGRAPHIC: 2016 U.S. Click here to register.

2016 44

2016 Customer Service Consumers Customers 44

Tricia Morris

JULY 18, 2016

The variations based on both geography and age will either confirm or totally change the way you think about, invest in, improve and incorporate customer service as a foundation of your brand or organization. The post INFOGRAPHIC: 2016 State of Global Customer Service appeared first on Parature.

2016 42

2016 Customer Service Webinar Customers 42

Chadwick Martin Bailey

DECEMBER 30, 2015

We run this blog a little differently than other corporate blogs. Before we blast into 2016, we wanted to reflect on our blog this past year by taking a second look at some of our favorite posts: This year, we launched a market research advice column— Dear Dr. Jay. Heidi Hitchen did just that in her blog post this year.

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Blog 2015 2016 Consumers 52

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Companies will recognize this opportunity and dramatically increase their focus on emotion in 2016. Effort Metric Expanding. Emotion Arising. About the Author.

2016 45

2016 Customer Experience Customer Journey Mapping Contact Center 45

OpinionLab

AUGUST 23, 2016

According to research, brands with a strong ability to understand customer journeys have a 104% higher conversion. It may seem a little tactical in the context of the other trends highlighted in this blog but you should be relentless in your desire to update, enhance and improve these key parts of your website. The key to this?

2016 60

2016 Customer Journey Mapping Apparel Omnichannel 60

NetBase

SEPTEMBER 8, 2020

And this realization has emerging trends around remote work on the rise, and has brands rethinking how to use abandoned office space – assuming they’ll use it at all! Providing consumer intelligence by way of social media platforms, blogs and shared news articles, these clusters allow us to literally read people’s minds.

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Brands 2005 Social Media 2016 67

ShepHyken

JULY 11, 2016

Championed by the most customer centric brands in the world, such as the Ritz Carlton, the importance yet simplicity of ‘pleases’ and ‘thank yous’ cannot be underestimated in the effect they can have on customers and the way they are made to feel in their daily interactions with organisations and their people. by Ian Golding. (I

2016 81

2016 Article Customer Service Loyalty Programs 81

OpinionLab

NOVEMBER 1, 2016

To cut through the hype, several major brands discussed how they assess CX innovation. And, to drive CX transformation, don’t map a future state; design a future state (you can read more about that on a previous CX LabNotes blog ). The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab.

2016 60

2016 Innovation Return on Investment Airlines 60

Forrester

JULY 25, 2016

In a previous blog post about the Customer Experience Index for US brands In 2016 , Harley Manning contrasted the rising tide of CX quality with the stagnation among top brands. In this post I'll explore another big finding from our research: CX-fueled digital disruption.

2016 61

2016 Customer Experience Blog Brands 61

Natalie Petouhof

JANUARY 8, 2016

Tweet I think most brands, when they started in social and digital media didn’t realize the commitment they were heading into to be content creators or essentially publishers. The chart shows that from 2013- to 2016 the amount of content created and posted is growing nearly exponentially. Smart, Goofy?

Brands 58

Brands 2013 2016 Leadership 58

Beyond Philosophy

MAY 24, 2016

In ham radio terms, they actively send and receive brand-related messages. A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions.

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Brands Social Media B2B Government 94

ShepHyken

MARCH 23, 2018

It means being transparent, telling stories verbally and visually that convey the internal brand experience. The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits. It means being responsive to reviews on Glassdoor or Indeed.

Communication 82

Communication Blog Leadership Airlines 82

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support.

2016 0

2016 Customer Service Social Media 2015 0

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. Customers that trust an organization have feelings for the company or brand and want to do business with them. 8 September 2016.

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2011 Banking 2016 Financial 141

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Detail roles and responsibilities, policies, and measurements.

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Customer Care Contact Center Culture Measurement 177

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. BTW the Waldorf Astoria has great customer service!!!).

2016 60

2016 B2B B2C Customer Success 60

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time.

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Customer Experience 2016 2017 Wireless 59

Brandwatch CX

MARCH 7, 2023

social media accounts 91% of retail brands use 2 or more social media channels 81% of all small and medium businesses use some kind of social platform Internet users have an average of 7.6 million blog posts are published every month A 2011 study by AOL/Nielsen showed that 27 million pieces of content were shared every day, and today 3.2

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Social Media 2014 Advertising 2017 98

Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Messina is an expert on this subject.

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Social Media Call Center 2016 Multi-Channel 166

Chadwick Martin Bailey

AUGUST 5, 2020

I couldn’t have imagined that four years after I blogged about Uber’s evolving brand promise , we’d be debating the safety of a trip to the grocery store. So how will Uber and other disruptive tech-driven brands face the challenge of how it best fits in consumers lives today ?

Transportation 82

Transportation Consumers Innovation 2016 82

Alida

JUNE 16, 2016

As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX. Join Jeanne Bliss at the 2016 Customer Intelligence Summit and go behind the scenes with the world’s most beloved companies.

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Chief Customer Officer 2011 2006 2016 124

Brandwatch CX

NOVEMBER 8, 2023

It is a good means of keeping an eye on what people think about your brand, and to see what influences them the most. It’s a great way to find conversations about your brand. The Windows app ceased functioning in April 2016. A free account allows you to track 12 social sites, including Tumblr and WordPress.

Social Media 98

Social Media Metrics Demo Measurement 98

Michelli Experience

NOVEMBER 14, 2017

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.”. Of all things for which Ed is known, “signature baseballs” is a substantial element of his brand.

Brands 45

Brands Hotels Magazine Leadership 45

GetFeedback

AUGUST 15, 2018

It’s no surprise that successful brands are built on the positive relationships they create with their customers. According to a 2016 study conducted by Ubisend , 51% of customers polled feel that brands should be reachable 24 hours a day, seven days a week. 44% for customer satisfaction rate over the telephone.

Customer Satisfaction 150

Customer Satisfaction Effort Score Reference 2016 150

Beyond Philosophy

NOVEMBER 7, 2016

Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. Customers today are bombarded with brand images and messages nearly everywhere they turn, which can lead to them giving yours the Heisman. Associating your brand with these powerful feelings creates emotional engagement with your brand, too.

Sports 167

Sports Rewards Programs Transportation Books 167

transcosmos Information Systems

MARCH 11, 2016

In 2016, these trends will continue to make life fascinating (and potentially troublesome) for tech support groups. Solving issues correctly and quickly has become the only way to keep support issues from blowing up on social media, which can potentially be devastating for brand image. First Aid Support with Siri.

2016 63

2016 Multi-Channel Social Media Retail 63

Brandwatch CX

JUNE 15, 2022

It is a good means of keeping an eye on what people think about your brand, and to see what influences them the most. It’s a great way to find conversations about your brand. The Windows app ceased functioning in April 2016. 4) Buzzsumo. 7) HowSociable. bw_banner_cta type=2]Understand your audience. Build better campaigns.

Social Media 144

Social Media Metrics Demo Measurement 144

Beyond Philosophy

DECEMBER 8, 2015

Powerful new research has produced results which allow companies to identify current levels of employee commitment and provides actionable direction on how to help them become more committed and active brand ambassadors. – Saboteurs , the employees who are the least committed to a brand. There’s a lot more to tell.

2016 68

2016 Customer Experience Insurance Leadership 68

BirdEye

JULY 5, 2023

This blog helps you grow your business with relationship marketing. Relationship marketing is the strategy of cultivating meaningful relationships with customers to ensure long-term satisfaction and brand loyalty. To first time customers turn into loyal customer, it is important to invest in building relationships with them.

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

kommunicate

JULY 7, 2020

2017, in particular, is branded as the “Year of The Chatbot.” The number of chatbots docked into Facebook Messenger has risen from 30,000 in 2016 to 100,000 the following year. Almost every major brand has deployed a chatbot software for website engagement. Chatbot software usage has greatly increased in the past few years.

2016 52

2016 2017 2020 Blog 52