eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. Twice as many brands sank as rose. The number of brands in the excellent category fell to zero. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. appeared first on eGain Blog.

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2017 2016 Omnichannel 2018 61

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

Bold360

JANUARY 19, 2017

Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. We love her recent blog on what CX will look like in 2017. Customer service has never been more important.

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2017 Customer Experience Books Consulting 91

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

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2017 Article Customer Experience Chief Customer Officer 79

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries.

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2017 Financial Banking 2014 63

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. Adding a chatbot to customer support helps brands handle large volumes of inquiries and gives agents more time to focus on more complex issues.

Social Media 52

Social Media Blog ROI Brands 52

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. Over the next few months, we’ll dedicate a blog to each of these CX game changers. Knowing their channel guidance paths, brands can ensure absolute capability of that channel in being able to solve the particular customer query. Wed, 06/14/2017 - 16:54. LEAVE A COMMENT.

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2017 Multi-Channel Average Handle Time 2016 52

Storyminers

MAY 31, 2017

The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. A multi-industry scorecard of sorts, this report shares which sectors and brands are doing the best and dives into practical details about how they do it. Employee experience is essential to execution, hence success.

2017 77

2017 Hotels Customer Experience Design Employee Experience 77

ShepHyken

JUNE 8, 2018

After just one bad customer support experience, trust in a brand is gone forever. Consumer empowerment (social media has consumers publicly sharing stories about buying experiences) is diluting customer loyalty to brands and raises expectations about post-purchase support. User lover blossomed: Moving from fans to brand ambassadors.

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Blog Social Media 2018 2017 76

ShepHyken

FEBRUARY 6, 2017

Elaine Fogel) Whether your business or organization has one or a hundred employees, it’s important to honor them, treat them with respect, and turn them into your best brand ambassadors. The post 5 Top Customer Service Articles For the Week of February 6, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

OCTOBER 23, 2017

The information that Vala shares through his articles and blogs is always spot on. Which-50) When it comes to deciding whether to stick with a brand or walk away it turns out that consumers rate privacy, transparency, and trust more highly than customer service. My Comment: What’s the most costly mistake in business?

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2017 Article Customer Service Retail 74

ReviewTrackers

JULY 20, 2017

For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth. This is where brand reputation protection comes in. Why the Need for Brand Reputation Protection? 2017 Local Search Survey ). Brand Reputation Protection: Search.

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Brands Social Media Feedback Consumers 72

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Customer experience is the sum of every interaction with a brand. Do I understand the member’s experience with my brand?

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2017 Technology Sales Healthcare 41

Clarabridge

MAY 2, 2017

Last night, the event kicked off with a beachfront welcome reception where executives from the world’s top brands mingled and looked forward to the program ahead. Engage Everyone: Empower all employees to successfully address customer issues in real-time, ensuring that brands no longer silo the customer experience across their organization.

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2017 Insurance CEM Touchpoint 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Do I understand the member’s experience with my brand?

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2017 Technology Sales Healthcare 41

ShepHyken

JUNE 29, 2018

In a 2017 report by Conversocial , it was stated that customer service interaction made via Twitter have increased by 250% in the last two years. Posting regularly, using videos to promote your brand and responding swiftly to comments/messages are all fantastic ways of utilizing social media. Social Media Engagement.

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Social Media Blog Customer Service Touchpoint 82

Avaya

JUNE 26, 2017

Innovation: perhaps no other word has been so stressed over the last decade as the pressure mounts for brands to evolve, adapt and grow. That’s a big problem for most brands still struggling to get on board. The post Avaya Makes Innovation Easy at Call Center Week 2017 appeared first on Avaya Connected Blog.

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Call Center 2017 Innovation Contact Center 47

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Net Promoter Score (NPS) or Customer Effort Score (CES) or even the simple customer satisfaction rating each tell part of the story of your customers’ relationship with your brand. Customer Experience Teams Grow Up.

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Net Promoter Score 2017 Banking Metrics 244

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 social media accounts Social media users grew by 121 million between Q2 2017 and Q3 2017. billion The internet has 4.2

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Social Media 2014 Advertising 2017 98

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Beyond Philosophy

DECEMBER 19, 2017

Ten-thousand respondents ranked brands’ Customer Experience based on six categories. These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Per the report, brands in the U.K. Per the report, brands in the U.K. Brands in the U.S., They include: Personalization.

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2002 2017 Customer Centricity Consulting 153

Clarabridge

MAY 4, 2017

Following HCSC and Northridge Group’s keynote, Rebecca Liberman, Voice of the Customer Specialist for Lyft, revealed why brands must track feedback in real-time to better delight their customers. In return, brands will be better positioned to be leaders in this CX Revolution and beyond.

2017 45

2017 Customer Service Social Media Guest Experience 45

Retently

MARCH 29, 2023

In his blog post, he wrote: “So, in short, the master plan is: Build a sport car Use that money to build an affordable car Use that money to build an even more affordable car While doing above, also provide zero emission electric power generation options” The company had a vision and a long-term goal from the start. Battery charging.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Storyminers

JUNE 3, 2022

We’ve updated it for 2017. 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. 2017 Answer. 2017 will be the year of smarter customer experiences. Powerful combination!

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Customer Experience 2016 2017 Wireless 59

SuiteCX

FEBRUARY 7, 2017

Build customer trust by consistently delivering on your brand promise. Step 2 – Deliver on the brand promise. It’s probably been a while since you thought about your brand promise. What are you doing that is building your brand value and what are you doing that is detracting from it? Here is to a growth oriented 2017!

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2017 Customer Journey 2015 Brands 45

CX Journey

DECEMBER 20, 2017

This makes for a strong brand image that’ll remain on their minds. Twitter-based customer service increased 250% from 2015 to 2017. Your brand should exist everywhere your audience does and engage them wherever they’re comfortable. What does this mean for how you communicate with customers?

Communication 54

Communication Brands 2018 Social Media 54

Confirmit

JUNE 26, 2017

2017 marked my third IIEX North America and I think this was the biggest and best one yet! The other speakers in the session explained how Hershey’s leveraged advanced research methods, such as emotion recognition , to develop a better understanding of consumers’ feelings about the brand.

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2017 Hotels Presentation Events 40

Alida

DECEMBER 15, 2016

In this blog post, we look at five ways to use customer feedback to inform cohesive, strategic and integrated content marketing strategies. For example, if you discover that within your dedicated readers group, there is a growing number of young professionals, your content marketing strategy for 2017 should include new ways to target them.

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Feedback Marketing Social Media 2017 213

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others.

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Hospitality Travel Brands Airlines 74

Provide Support

JANUARY 6, 2020

In 2020 customers will become smarter as their expectations for service and customer experience are set by best brands. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2020. While interacting with a business, they compare their experience to the best one they received from anyone and anywhere. Read more.

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2003 Customer Service Social Media 2017 52

Provide Support

JUNE 28, 2019

Furthermore, that report also suggests that brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback. (.). © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2019. Read more. Permalink | No comment.

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Feedback 2003 2017 2019 59

SuiteCX

FEBRUARY 7, 2017

Build customer trust by consistently delivering on your brand promise. Step 2 – Deliver on the brand promise. It’s probably been a while since you thought about your brand promise. What are you doing that is building your brand value and what are you doing that is detracting from it? Here is to a growth oriented 2017!

2017 40

2017 Customer Journey 2015 Brands 40

Grade.us

JULY 18, 2017

If you’re ready to take that next step, there’s still time before the end of 2017. This one-day event was designed to focus on both online and offline experiences for marketers and brands. Conference Focus: The reality of local search is that, in a vacuum, it won’t do marketers and brands much good. This is the big leagues now.

2017 38

2017 Events Presentation Advertising 38

Provide Support

SEPTEMBER 18, 2017

It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. Read more.

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2003 Customer Service 2017 Customer Service Training 111

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Likewise, the agents are make or break moments to keep the brand in good standing with the customer.

2017 40

2017 Contact Center Call Center Customer Centricity 40

Provide Support

APRIL 26, 2019

Did you know that 64% of people think that customer experience is more important than price in their choice of brand? © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2019. The post Top 3 Customer Service Trends for 2019 [Infographic] appeared first on Live Chat, Customer Service Blog | Provide Support.

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2019 Customer Service 2003 Competitive Advantage 63