Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. White papers. Blog posts.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

West Monroe

MARCH 27, 2017

As the banking consumer grows more loyal, they no longer use multiple banks for their various financial services needs. If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. B2B marketing is about building lasting relationships; consumer marketing is about making an instant impression. Still unclear?

B2C 85

B2C B2B Marketing White Paper 85

Eptica

FEBRUARY 28, 2018

Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers. All of these points mean that brands need to think automating customer service processes.

Customer Service 62

Customer Service White Paper Banking 2018 62

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). Companies spend billions of dollars each year analyzing all types of digital interaction data — from social posts to online reviews. Definition of Loyalty Diverges. Dismissing the Human Factor.

2019 53

2019 Customer Experience White Paper Definition 53

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

White Paper 45

White Paper Engagement 2015 Customer Experience 45

Calabrio

JUNE 13, 2017

Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty. Our websites are a bustling foundation for self-service.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty. Our websites are a bustling foundation for self-service.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty. Our websites are a bustling foundation for self-service.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Uniphore

DECEMBER 17, 2021

The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. healthcare market must continue to transform how they interact with consumers if they want to succeed.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Customer Loyalty Statistics. customer service interactions via legacy channels like phone and email fell by 7% over the course of 2016 and 2017.

2020 90

2020 E-support 2018 Hospitality 90

Service Untitled

NOVEMBER 8, 2012

Medical and dental practices should provide their patients with positive customer experiences; after all aren’t we as patients still consumers who pay for services rendered either through our insurance companies or directly out of our debit accounts? photo by: The National Guard.

White Paper 53

White Paper Customer Service Magazine Hospitality 53

ShepHyken

MARCH 31, 2018

The 1979 study by the Technical Assistance Research Program , commissioned by the White House Office of Consumer Affairs, found that a complaining customer might tell 8-12 people about a negative experience they had with a business. An App Creates Interactive Engagement with the Brand: Consider developing an app.

Social Media 88

Social Media Customer Service Marketing Airlines 88

SmartKarrot

APRIL 22, 2022

Using these, you can make sure that the customers get to familiarize themselves with the product/service and thus earn their loyalty. B2B consumers, especially when dealing with SaaS products, have a lot of questions about the product/service. You can have inbound content such as informative blogs, e-books, white papers, etc.

Customer Retention 10

Customer Retention B2B White Paper Rewards Programs 10

Comm100

DECEMBER 8, 2017

on your website is unlikely to inspire lifelong loyalty, writing your customer a thank you letter is just the kind of personalized, thoughtful, and time consuming action that will inspire reciprocation — hopefully in the form of repeat business and word-of-mouth advertising. Thank You for Your Loyalty (Customer Retention).

Social Media 53

Social Media Return on Investment White Paper Customers 53

Comm100

JANUARY 19, 2017

When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Gauge how upset the customer is – if needed, offer the customer a care token, such as a discount, to show that you care about his or her loyalty and satisfaction. Sincerely, John Doe.

Workshop 88

Workshop Customer Service Representative Events 2018 88

Comm100

JANUARY 19, 2017

When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Gauge how upset the customer is – if needed, offer the customer a care token, such as a discount, to show that you care about his or her loyalty and satisfaction. Sincerely, John Doe.

Workshop 80

Workshop Customer Service Representative Events 2018 80

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. ” KPMG also found that personalization is the strongest pillar driving customer loyalty in 19 of 27 markets. Accessible.

2022 91

2022 Customer Experience Omnichannel White Paper 91

Beyond Philosophy

SEPTEMBER 13, 2016

Saying that today’s consumers and employees are ‘savvy’ is only scratching the surface of their awareness, sophistication, and levels of discrimination in identifying what is real and what is fake. While much of the online social interaction is positive, there is definitely a ‘dark side’ too. Be authentic, transparent, and honest.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. This post includes highlights from our Omnichannel white paper.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. People who interact with such companies feel safe, secure, and pleased in their dealings. are all thought out for consistency.

Financial 144

Financial White Paper Books Airlines 144

Kustomer

AUGUST 4, 2023

As consumers, we know the onus is on us to establish contact and provide the context, each and every time we want to “transact” with a business. Crucially, look after customers as individuals to optimize loyalty and reduce churn. Customers are humans we’re interacting with — not tickets.

Feedback 52

Feedback White Paper Insurance Omnichannel 52

Comm100

FEBRUARY 19, 2020

On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Assigning VIP status to your big spenders will foster greater loyalty and encourage them to keep buying from you. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

White Paper 64

White Paper B2C Social Media E-support 64

inQuba

JANUARY 10, 2019

With every negative interaction a customer has, their likelihood to defect increases and therefore managing experiences across the entire customer journey becomes critical. This is only achieved when the customer has satisfying and value-adding experiences over a period of time, generating trust and loyalty. Acquisition.

White Paper 40

White Paper Management Customer Retention Customer Journey 40

Comm100

FEBRUARY 19, 2020

On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Assigning VIP status to your big spenders will foster greater loyalty and encourage them to keep buying from you. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

White Paper 40

White Paper B2C Social Media E-support 40

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touch-points. This post includes highlights from our Omnichannel white paper. It was a shift backed by data—lots of it.

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Comm100

NOVEMBER 6, 2017

As of last year, at least 86% of Fortune 500 companies have an active Twitter account, and more than 50 million small businesses use Facebook to connect with consumers. As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows.

Social Media 62

Social Media Customer Service White Paper Airlines 62

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. You’ll want to pay careful attention to numbers such as: incoming cases, average replies per resolve, average time required to reach a resolution and tickets resolved within just a single customer support interaction.

Call Center 56

Call Center Travel Multi-Channel White Paper 56

SmartKarrot

JANUARY 7, 2022

You can personalize strategies to increase customer loyalty and customer satisfaction. An informed decision can help strategize better and enhance customer loyalty. Customer intelligence tools can help track customer activity, interactions, history, browsing behavior, and more. Accumulate case studies and white papers (B2B) .

2022 10

2022 White Paper Social Media Competitive Advantage 10

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. According to McKinsey , handling an inbound telephone call typically costs a company $6 to $8, whereas an interaction using social media costs less than a dollar. Well-trained operators mean better customer satisfaction. Can you use emojis?

Social Media 49

Social Media Customer Service Strategies Customer Service Download 49

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. Statista reports that 88% of consumers expect brands to have an online self-service portal. Salesforce reports that 85% of consumers expect consistent interactions when engaging with a business. Ensure content is accessible as well as consumable. How-to instructions.

Customer Service 62

Customer Service E-support Article Document 62

Interactions

JANUARY 6, 2022

At Interactions, we have been working in AI in CX for nearly two decades and have witnessed this firsthand as business goals and consumer habits change. Mike Iacobucci, Interactions CEO. We asked our Interactions experts to share their predictions. Read our white paper to learn more.

2022 71

2022 Customer Experience White Paper Contact Center 71

Comm100

OCTOBER 17, 2017

If a brand does end up actually responding, it’s usually after letting the user hang for an average of 10 hours , even though most consumers consider under 4 hours reasonable. 71% of consumers who experience positive social media customer service are likely to recommend the brand to others, compared with just 19% of those who do not.

Social Media 52

Social Media Customer Service Download Customer Care 52