ShepHyken

MARCH 9, 2018

This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i]. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

2018 75

2018 Blog Customer Service 2017 75

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Think about it — consumers already manage all of their communication through one device. Shep Hyken.

Blog 80

Blog Omnichannel Social Media Retail 80

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

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. For a leading consumer electronics manufacturer, we designed and now manage a consumer self-service portal branded as “client” USA. Wed, 06/14/2017 - 16:54. LEAVE A COMMENT.

2017 52

2017 Multi-Channel Average Handle Time 2016 52

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.

2017 63

2017 Financial Banking 2014 63

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

ShepHyken

JUNE 8, 2018

Research reveals that 19% of consumers will never forget — or forgive. 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. It doesn’t have to be this way. Still not sure? Do You Know Yours?

Blog 76

Blog Social Media 2018 2017 76

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 49

Contact Center Consumers 2018 2017 49

ShepHyken

OCTOBER 23, 2017

The information that Vala shares through his articles and blogs is always spot on. Study: Consumers rate privacy, transparency, and trust over customer service by Andrew Birmingham. The post 5 Top Customer Service Articles for the Week of October 23, 2017 appeared first on Shep Hyken. Impulse service on steroids by Chip Bell.

2017 74

2017 Article Customer Service Retail 74

ShepHyken

SEPTEMBER 7, 2018

Our data showed that out of the areas that vendors tend to focus on (namely, website, marketing collateral, case studies, blog, and product demos), only product demos are found reliably trustworthy by buyers, with 81% saying they’re more trustworthy. This is a problem for vendors.

Blog 82

Blog Demo 2018 Reference 82

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. 76 percent of consumers say that customer service is the true test of how much a company values them, according to Parature.

Blog 93

Blog Technology Customer Service Management 93

Retently

JULY 28, 2023

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. Fosters a Company-Wide Customer-Centric Culture To make the customer feel valuable to the brand, the Chief Experience Officer unifies the way all employees view consumers.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Talkdesk

OCTOBER 23, 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. Here’s more information on one of the videos available in this library.

2017 40

2017 Customer Experience Government Loyalty 40

Clarabridge

MAY 2, 2017

Attendees enjoyed learning about how to implement stellar customer service over social media, since being accessible on these channels has gone from “a nice-to-have to a must-have” for today’s digitally savvy consumers. Come back to our blog tomorrow for a recap of Day 2 at C3!

2017 40

2017 Insurance CEM Touchpoint 40

Experience Matters

MARCH 16, 2017

Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions.

Interaction 96

Interaction Loyalty 2016 2017 96

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.

2017 40

2017 Hotels Presentation Events 40

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.

Feedback 59

Feedback 2003 2017 2019 59

Beyond Philosophy

DECEMBER 20, 2017

Consumer confidence is a funny thing. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. 7 November 2017.

2017 153

2017 Retail Consumers 2018 153

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. What can I do now?

2017 45

2017 Customer Journey 2015 Brands 45

Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Magazine 92

Magazine Marketing Social Media Consumers 92

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.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Retently

MARCH 29, 2023

Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. A good product that appeals to the consumer is the deepest core of marketing, which is very hard to achieve. Musk reacted immediately.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Brandwatch CX

MARCH 7, 2023

social media accounts Social media users grew by 121 million between Q2 2017 and Q3 2017. 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 Social media statistics For context, as of April 2018, total worldwide population is 7.6

Social Media 98

Social Media 2014 Advertising 2017 98

Provide Support

AUGUST 2, 2018

establish reliable source of information to other consumers. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2018. The post 3 Ways to Collect a More Genuine Customer Feedback appeared first on Live Chat, Customer Service Blog | Provide Support. It also helps to: measure customer satisfaction.

Feedback 74

Feedback 2003 2017 2018 74

OpinionLab

DECEMBER 18, 2018

over 2017 to $7.9 While retailers are counting on online sales to carry the day with consumers — and consumers are increasingly demanding that retailers provide them with the ease and comfort of shopping from their home or office — businesses must pay close attention to the quality of the digital experience they offer consumers.

2018 60

2018 Retail 2017 Consumers 60

OpinionLab

DECEMBER 18, 2018

over 2017 to $7.9 While retailers are counting on online sales to carry the day with consumers — and consumers are increasingly demanding that retailers provide them with the ease and comfort of shopping from their home or office — businesses must pay close attention to the quality of the digital experience they offer consumers.

2018 60

2018 Retail 2017 Consumers 60

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.

Feedback 213

Feedback Marketing Social Media 2017 213

Grade.us

JULY 18, 2017

But there’s nothing like immersion to ensure that you actually consume the information presented to you. If you’re ready to take that next step, there’s still time before the end of 2017. Digimarcon Asia Pacific 2017 Dates: September 20th-21st. Link: Digimarcon Asia Pacific 2017. Link: Internet Summit 2017.

2017 38

2017 Events Presentation Advertising 38

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. What can I do now?

2017 40

2017 Customer Journey 2015 Brands 40

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. Find out what they are in this blog post. Read the full findings here.

2016 59

2016 Customer Service 2017 Contact Center 59

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).

White Paper 160

White Paper 2014 2015 2012 160

Bold360

FEBRUARY 6, 2019

Over the past twenty years, the internet has completely transformed the way consumers shop, but until recently, the business-to-business buying experience was still fairly old-school. According to Forrester, 68% of B2B buyers in 2017 preferred to research online on their own, up from 53% in 2015. [1]. So, what’s a B2B company to do?

B2B 82

B2B 2017 B2C 2015 82

Provide Support

JULY 6, 2017

Now that global consumers are able to purchase nearly anything they wish on whatever device they want and wherever they happen to be, the eCommerce customer experience has dramatically changed. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Customer engagement is the future of e-commerce.

Customer Engagement 59

Customer Engagement E Commerce Engagement 2003 59

ShepHyken

AUGUST 14, 2020

Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand. Consumer experience involves all the interactions, everything including TV ads to the monthly statement. Becoming a partner in every consumer’s life. However, it can be interpreted in several ways.

Customer Experience 129

Customer Experience Social Media Insurance Entertainment 129

Provide Support

DECEMBER 6, 2018

The survey says that 60% of consumers would be “unlikely or very unlikely” to give repeat business to a company that had given them bad service in the past. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2018. Read more. Permalink | No comment.

2003 49

2003 2017 2018 Blog 49