Win the Customer

NOVEMBER 14, 2016

These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media. Smart brands have embraced the concept of social customer service and know that it makes sense to engage with their customers, right there on social media.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Kustomer

JUNE 27, 2022

Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success.

2022 98

2022 Customer Service E Commerce E-support 98

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. Author: Neil Cox Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries?

Customer Service 75

Customer Service Multi-Channel 2016 Consumers 75

Eptica

FEBRUARY 1, 2017

Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. Eptica: How do digital technologies change consumer behavior? We now have a multi-device, multi-screen and multi-channel environment.

Technology 58

Technology Multi-Channel 2017 Consumers 58

Eptica

SEPTEMBER 28, 2016

Date: Wednesday, September 28, 2016 Why making it memorable is key to customer experience success. Published on: September 28, 2016. Author: Steve Nattress Consumers are constantly undergoing new experiences, but very few leave a lasting impression, with only those that are truly memorable remaining in our brains.

Customer Experience 60

Customer Experience 2016 Social Media Multi-Channel 60

Eptica

SEPTEMBER 1, 2016

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query.

Customer Service 48

Customer Service Multi-Channel Social Media 2016 48

Eptica

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query.

Customer Service 48

Customer Service Multi-Channel Social Media 2016 48

Comm100

JUNE 1, 2022

The global live chat software market was valued at $590 million in 2016. They are already experiencing the benefits of live chat and its popularity among consumers of all ages. Today’s consumers prefer live chat over any other channel. Today’s consumers also expect personalized support that treats them like an individual.

Multi-Channel 52

Multi-Channel B2C 2016 Sales 52

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Eptica

JANUARY 24, 2018

Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. And, while well-publicized cases may make the news, it is normally smaller, more individual problems that cause customers to stop buying from a brand.

Multi-Channel 49

Multi-Channel 2018 2017 Airlines 49

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season.

Customer Service 48

Customer Service Multi-Channel Social Media Contact Center 48

OpinionLab

JUNE 17, 2016

However, closer examination of industry-level detail reveals that this figure is largely being propped up by continuing relatively high COIs in sectors such as financial services (755), insurance (497) and multi-channel retail (513). The impact of smart devices on customer behavior is undeniable.

E Commerce 74

E Commerce Multi-Channel 2015 Telecommunications 74

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. However, just 50% provided a successful reply on the channel.

Insurance 48

Insurance Connections Customer Service 2015 48

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. According to analyst Esteban Kolsky of thinkJar : 66% of consumers cited bad service as why they stopped being a customer Only 1 out of 26 unhappy customers complain. So how can businesses deliver the service that customers want?

Customer Service 49

Customer Service Multi-Channel Social Media 2016 49

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Think like a customer To ensure that customers remain loyal, companies need to deliver what consumers are looking for, time after time. To understand consumers and their needs it is vital to put yourself in their shoes.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. Some 70% of consumers have used the click-to-call button in online ads. We make other channels accessible and convenient. Lean toward asynchronous channels.

Contact Center 52

Contact Center Multi-Channel Omnichannel 2016 52

Michelli Experience

MARCH 11, 2016

In 2016, mobile marketing will be a must-have by many businesses. Modern shoppers are fully engaged with their devices, and they’re preferring brand providers capable of offering text-heavy engagement platforms. Every day, more consumers enter long-term brand programs with friends and family.

Technology 56

Technology Marketing Loyalty Programs Multi-Channel 56

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. Omni-Channel Will Be the New Multi-Channel.

2017 36

2017 Multi-Channel Customer Service 2016 36

CSM Magazine

JULY 29, 2015

According to analysts, 89% of companies expect to compete mostly on the basis of customer experience by 2016, compared with only 36% five years ago. The reason for this is quite simple, brands no longer have a choice. Marketers must understand their customers and who they are across all of the multi-touch experiences that people have.

2015 69

2015 Marketing Customer Experience Multi-Channel 69

Kustomer

FEBRUARY 25, 2020

Customers are gravitating towards brands that fulfill great experiences, leaving those that don’t in the dust. With this in mind, brands are beginning to realize that customer experience is directly tied to their revenue. By ignoring CX, brands are missing out on market share and revenue. This creates three main problems: 1.

Customer Experience 59

Customer Experience Omnichannel 2002 Customer Centricity 59

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. 3, The Beginning of Channel Guidance, highlighting strategies designed to reduce the burden on the customer for an improved and frictionless CX to ultimately drive a higher CSAT and NPS score for your business. In some complex cases, the best channel may be a phone call.

2017 52

2017 Multi-Channel Average Handle Time 2016 52

SurveySparrow

NOVEMBER 10, 2022

billion US dollars in 2016. Market research helps you to know your potential customer’s preferences and how they perceive your brand in comparison to the competitors. It helps you to identify the gaps with consumer insights and opportunities that can help you modify your products, services, and marketing campaigns accordingly.

Marketing 52

Marketing Multi-Channel Insights Consumers 52

Alida

JANUARY 13, 2017

According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. Such an easy thing to correct, and, as a consumer, such a frustrating way to start off my interaction. . Ted Rubin, keynote speaker and acting CMO at Brand Innovators.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

2020 132

2020 Customer Experience Magazine Consulting 132

Provide Support

OCTOBER 7, 2015

State of Multi-channel Customer Service Report by Parature, showing that 62% of consumers feel that overall customer service is getting better rather than worse, sounds quite positive. Convenience: omni-channel, self-service, mobile. It is predicted that by 2016, mobile search will generate 27.8 No hold times.

Customer Service 86

Customer Service Multi-Channel Social Media Customers 86

Eptica

NOVEMBER 16, 2017

It remains popular and challenging to attendees because as an industry we have spend very little strategic time figuring out what happens when we move past the default voice channel. Instead, as is our tactical, ‘to do’ list nature, we incrementally add on a new channel and hope for the best.

Omnichannel 55

Omnichannel Engagement 2017 Multi-Channel 55

Retently

APRIL 11, 2019

Yet most struggle to understand how their audience really feel about the brand and how they can refine their business model to match those expectations. However, figuring out the most effective channels to capture customer feedback can be challenging, as businesses have little insights on where and when to survey their customers.

NPS 95

NPS Multi-Channel E Commerce Feedback 95

Currency Alliance

MAY 9, 2022

The shift to API-first software is the biggest business opportunity of the digital era, since it allows enterprises to serve customers in a smooth and consistent manner via multiple digital and physical channels, and allows customers to choose how they engage with a brand. . Customers interact with brands in various environments.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Eptica

JULY 15, 2016

Date: Friday, July 15, 2016 How to embrace change and become a customer-adaptive enterprise. Published on: July 15, 2016. Focusing on the customer is going to be central to any successful transformation for existing brands. Author: Laurence Chami Change is the watchword for business today.

Multi-Channel 54

Multi-Channel Contact Center 2016 Competitive Advantage 54

Avaya

JULY 27, 2017

In an age of intelligent, connected capabilities, consumers expect nothing short of a sophisticated banking experience that meets their evolving needs. They want contextual, multi-touch experiences that span the entire organization. It’s the digital customer’s world—banks just live in it.

Financial 50

Financial Customer Experience Multi-Channel Banking 50

WorkOutLoud

JANUARY 23, 2018

This year organizations will be redirecting investments to CX innovations and technology, and by 2020, CX will overtake price and product as key brand differentiator. 67% of consumers list bad customer experience as one of the primary reasons for churning. 58% of consumers will never use a company again after a negative experience.

Customer Experience 40

Customer Experience Social Media Multi-Channel Net Promoter Score 40

CX Journey

AUGUST 18, 2016

In the late 20th century, marketers began to make products and services available through digital channels. As customers switch channels, they expect to receive the same level of quality Responsiveness : The majority of U.S. These digital channels address the customer need for convenience.

Touchpoint 41

Touchpoint Multi-Channel E Commerce Fashion 41

Magellan Solutions

NOVEMBER 8, 2019

More consumers trust this kind of technology than they would a couple of years back. Even big brands like Amazon and Ikea are letting their shoppers test out pieces of furniture to give them an idea of how it will look in their homes. The platform will help you widen your reach, making it a vital element in your brand’s strategy.

E Commerce 40

E Commerce 2020 E-support Social Media 40

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Customer expectations are changing; each time you add another channel, you offer another way for a customer to engage with you. What goes into good self-service?

2017 38

2017 Multi-Channel Loyalty Customer Service 38

Currency Alliance

DECEMBER 20, 2022

Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value. Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. Rising influence of technical buyers, brand-side.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

Bold360

DECEMBER 4, 2016

As a consumer, you can always take care of the problem by ordering last minute gifts on Amazon and “poof,” problem solved. So how can customer support centers within the travel industry better plan for the 2016 holiday season? Provide Multi-Channel (or Better yet, Omni-channel) Support.

Call Center 56

Call Center Travel Multi-Channel White Paper 56

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Clarabridge. Confirmit.

2015 97

2015 Multi-Channel 2014 CEM 97