ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. Entrepreneur) What makes a brand strong in 2017?

2017 76

2017 Article Social Media Customer Service 76

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. ” – Shep Hyken.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

ReviewTrackers

SEPTEMBER 23, 2021

To understand the restaurant customer satisfaction, you’ll need to understand how behavior has shifted. How the rise of new technology shifted customer expectations. Which consumer habits have changed. How to remap the customer journey. A Change in Consumer Habits in Dining and Delivery.

Customer Satisfaction 114

Customer Satisfaction 2017 Multi-Channel 2018 114

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Customers want it and are expecting it.

2017 75

2017 Article Customer Service Retail 75

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. How To Design Customer Experiences To Create Fans. the customer expectations.

2017 40

2017 Customer Experience Government Loyalty 40

Currency Alliance

MARCH 9, 2021

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. The transformation has started, but will soon accelerate rapidly. What does ‘headless’ mean?

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59

ReviewTrackers

MARCH 31, 2021

Insurers can create products and services that are tailored to the needs and lifestyle of each customer. A 2017 Accenture survey showed that 44 percent of health insurance customers believe it to be important that their providers not just offer insurance packages but health advice as well. Create a product “ecosystem”.

Insurance 123

Insurance Customer Retention 2017 Transportation 123

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. Recent trends in customer service show that companies can delight their customers while generating revenues. Yet, relatively few contact centers have focused on providing a consistent customer experience.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

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. How To Design Customer Experiences To Create Fans. the customer expectations.

2017 40

2017 Customer Experience Government Loyalty 40

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi.

2016 111

2016 2017 Customer Experience Social Media 111

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. Creating a New Self-Service Solution in Banking.

2017 63

2017 Financial Banking 2014 63

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. What did we hear, what did we see?

2017 45

2017 2018 Chief Customer Officer NPS 45

ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. Follow on Twitter: @Hyken.

2017 59

2017 Article Social Media Customer Service 59

ReviewTrackers

FEBRUARY 24, 2021

It’s your job to make sure you are constantly on top of your reputation – making sure it is a positive feeling is created and then maintained for customer loyalty. More and more consumers are reading and writing reviews about businesses. Consumers go online when researching a new business. In fact, 63.6

Brands 104

Brands Marketing Sports Social Media 104

Oracle

APRIL 4, 2018

By building a more human-to-human (H2H) CX, SMBs can develop meaningful connections with customers that will in turn boost loyalty, compel them to return, and create brand advocates. Instead of being transaction-focused, your strategy must be customer-focused. 3 Ways to Foster Loyalty. So, how can you do this?

Loyalty 56

Loyalty Loyalty Programs 2014 Social Media 56

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. Top loyalty trends for 2018: No.1

2018 49

2018 Loyalty Brands Loyalty Programs 49

Currency Alliance

DECEMBER 15, 2017

Customers are changing rapidly. Their ever-rising expectations mean that focusing on a loyalty strategy based on price and transactions alone is no longer enough: it will only produce a race to the bottom on price and once someone beats you on price, most customers will switch. The two types of loyalty.

Loyalty 40

Loyalty Loyalty Programs Customer Experience Social Media 40

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. 1. Looking beyond transactional rewards.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Currency Alliance

NOVEMBER 7, 2017

Every industry now has to be conscious of the heightened, personalized demands of the modern consumer, including the loyalty industry. We have the opportunity to shape the future of loyalty programs so they fit seamlessly with other liquid, flexible markets in which people interact every day. Take personalization for example.

Loyalty Programs 45

Loyalty Programs Loyalty Consumers Technology 45

ProProfs Chat

JUNE 14, 2019

What Customers Think of CX. Customers Communication Statistics. Poor Customer Service Experiences. Great Customer Service Statistics. Building Brand Loyalty. Customer Service Stats for Social Media. Build a Delightful Customer Experience With These Customer Service Statistics. . Forrester.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

SuiteCX

FEBRUARY 7, 2017

We all know that customer landscape is changing quickly. 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). Customers aren’t your only problem. Step 1 – Understand your customers. Current State.

2017 45

2017 Customer Journey 2015 Brands 45

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty. This is particularly true as we move into 2017.

Customer Experience 58

Customer Experience 2017 Loyalty Consumers 58

ShepHyken

MARCH 14, 2017

Shep and Keith will discuss the motivation behind businesses doubling down on customer service as customer expectations evolve in the always-on, on-demand environment. According to the report, 85% of business executives believe that customer experience is a key competitive differentiator. They don’t think that way.

Social Media 83

Social Media 2017 Customer Expectations Call Center 83

Eptica

MARCH 21, 2019

Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers. 9 out of 10 consumers will change supplier if they lose trust in a company – nearly half of them immediately - according to the newly published 2019 Eptica Digital Trust study. We live in a winner takes all world.

Brands 80

Brands 2019 Insurance Fashion 80

SuiteCX

FEBRUARY 7, 2017

We all know that customer landscape is changing quickly. 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). Customers aren’t your only problem. Step 1 – Understand your customers. Current State.

2017 40

2017 Customer Journey 2015 Brands 40

Maru Group

NOVEMBER 28, 2018

It all leads us to suggest that – as predicted – many consumers headed online. We’ve continued to see a trend towards retailers extending Black Friday shopping events this year in a bid to manage demand and customer expectations. 2017 IMRG data demonstrates the number of discounts available over the extended Black Friday period.

2018 45

2018 Loyalty Retail Events 45

CSM Magazine

SEPTEMBER 24, 2019

Insurers still seem to be struggling to match customer expectations, although overall performance had risen by 10% from 2017. Only 20% successfully answered a basic question sent via email, despite 49% of consumers identifying it as their primary or secondary channel for finding information.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. . The growing expectations are inclusive of: 24*7 support. Boosts Customer Service & Loyalty. In the U.S.,

2020 90

2020 E-support 2018 Hospitality 90

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

Eptica

JUNE 28, 2017

Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Published on: June 28, 2017. Rather than old-style one way interactions they want a two way conversation with brands if they are to build loyalty and become long-term advocates.

Customer Experience 50

Customer Experience Insurance Social Media 2017 50

Alida

SEPTEMBER 22, 2016

Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Customers, especially Millennials , expect transparency and honesty—and they support companies they perceive to be truthful and real. Super important point – authenticity drives loyalty #vcsummit.

2016 267

2016 Innovation Marketing Insights 267

SurveySensum

SEPTEMBER 8, 2023

They found that on average, a consumer is valued at $210 to Dell. Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million. NPS increases customer loyalty: According to the 2017 Temkin research , promoters are 4.2

NPS 52

NPS ROI Social Media Banking 52

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. You need a strategy in place based off your customer journey.

2018 114

2018 Chief Customer Officer Touchpoint Customer Journey 114

Maru Group

NOVEMBER 28, 2018

It all leads us to suggest that – as predicted – many consumers headed online. We’ve continued to see a trend towards retailers extending Black Friday shopping events this year in a bid to manage demand and customer expectations. 2017 IMRG data demonstrates the number of discounts available over the extended Black Friday period.

2018 40

2018 Loyalty Retail Events 40

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. There are four areas that they need to work on: 1.

Competitive Advantage 56

Competitive Advantage Customer Experience Social Media 2017 56

ProProfs Chat

AUGUST 19, 2020

However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Manage Customer Expectations. I hate customer satisfaction. Satisfaction sets a low bar.

Customer Service 105

Customer Service Net Promoter Score Airlines Touchpoint 105