Tricia Morris

SEPTEMBER 15, 2015

brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The post INFOGRAPHIC: 2015 U.K. With the Institute of Customer Service reporting that customer satisfaction in the U.K. the United States, Brazil and Japan.

2015 79

2015 Customer Service 2010 Webinar 79

Tricia Morris

JULY 7, 2015

The newly-released 2015 U.S. State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when interacting with a brand or organization for customer-related questions and issues. The 2015 U.S.

2015 101

2015 Consumers Loyalty Brands 101

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

2015 50

2015 Customer Experience 2016 Social Media 50

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. As of 2015, messaging apps have overtaken social media platforms in monthly active users – and they are only picking up pace.

Blog 126

Blog Customer Service Social Media Sports 126

ijgolding

DECEMBER 30, 2014

There are now 129 CCXPs around the globe – these numbers will increase dramatically in 2015. Despite this wonderful progress, the reality is that we as customers and as consumers are still having experiences that fall a long way short of meeting our expectations. 2015 is all about opportunity when it comes to Customer Experience.

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

Tricia Morris

AUGUST 4, 2015

brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The 2015 U.K. consumers surveyed saying that they have higher expectations for service now than they did a year ago, and First Direct research survey showing that U.K.

Poor Customer Service 99

Poor Customer Service Consumers Brands Customer Service 99

Strativity

MARCH 17, 2015

The post Strativity’s Lior Arussy Delivers Keynote at 2015 Connected Consumer Conference appeared first on Strativity. For more information please visit [link] For more information about this or other virtual conferences presented by CRMXchange, contact info@crmxchange.com or call 941-702-8389.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. Tell consumers what THEY can do, not what IT can do. Here are a few ideas.

Marketing 250

Marketing Innovation Transportation Demo 250

Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. Consumer expectations are higher than ever, and patients won’t tolerate a subpar experience from health care providers. What kinds of experiences are consumers looking for? Not necessarily.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. Customers benefit from sharing feedback too. This is a unique problem.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. billion in 2015 —up 12 percent from the previous year. A brand’s ability to meet rising consumer expectations depends on having an authentic relationship with its customers.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

GetFeedback

JULY 11, 2018

In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. CRM software designed to maximize engagement, track data, and analyze consumer activity.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Natalie Petouhof

SEPTEMBER 15, 2015

Tweet As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience” Phones have become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one.

2015 45

2015 Social Media Automotive Consumers 45

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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.). 19 March 2015.

White Paper 160

White Paper 2014 2015 2012 160

Think Customers

DECEMBER 29, 2015

Consumers' use of mobile devices continues to surge. Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. Just 45 percent of consumers are satisfied with retail mobile applications while just 47 percent say they're satisfied with retail websites, according to a 2015 study by Adobe.

Customer Centricity 72

Customer Centricity 2015 Insurance Retail 72

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Blog Customer Engagement Customer Experience Featured conferences customer experience speaker customer feedback events linkedin SXSW technology webinar'

Events 223

Events Customer Experience Webinar Telecommunications 223

Natalie Petouhof

JULY 14, 2015

Tweet The Consumer Goods Forum has created and agreed on a new set of ‘ Consumer Engagement Principles ’ (the “Principles”). The industry-wide Principles will act as a framework for how companies engage with their consumers, and are designed to promote an environment of trust and pro-active consumer communication.

Consumers 45

Consumers Engagement Social Media 2015 45

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. Jon Galloway (@jongalloway) April 12, 2015. I am a huge fan since it has saved me more than once.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Think Customers

JUNE 2, 2015

It's pretty easy to see how pervasive the use of mobile devices has become with consumers. As of January 2014, consumers now spend more time on their mobile devices for Internet usage than on desktop PCs, according to comScore. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Marketing 91

Marketing 2014 2015 Social Media 91

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! Know of a blog post that should be on this list?

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

Beyond Philosophy

NOVEMBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Putting the Power of Your People to Work.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Think Customers

JUNE 24, 2015

Drawing in new customers is more challenging than ever as companies compete to engage consumers who have a rapidly shrinking attention span and high expectations. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Here are three takeaways for your own customer acquisition strategy.

2015 81

2015 Innovation Customer Engagement Blog 81

Brandwatch CX

MARCH 7, 2023

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 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 Facebook accounts for 53.1%

Social Media 98

Social Media 2014 Advertising 2017 98

Win the Customer

FEBRUARY 23, 2018

So make sure you thoroughly evaluate the problem before you decide to follow the path of making a joke out of the situation to draw consumers back in. For example, when Reese’s released its Christmas tree chocolate in 2015, it received huge backlash as the shape of the chocolates looked like giant blobs rather than festive trees.

2015 99

2015 Social Media 2016 Travel 99

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Provide Support

OCTOBER 28, 2015

Report by Parature shows us that 33% of consumers confirm they have used social media to ask a customer service question at least once and 18% use social media as a customer service channel on regular basis. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015. Read more. Permalink | No comment.

Customer Care 88

Customer Care Social Media 2003 2015 88

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Eptica

FEBRUARY 5, 2020

The January 2020 edition shows that satisfaction is at its lowest level since July 2015, the fifth consecutive fall in the twice-yearly index. This is very much the frontline of the relationship between a consumer and a brand. You might also be interested in these posts: 2019 in focus: our top 10 blog posts from the year.

Customer Satisfaction 72

Customer Satisfaction 2020 2019 2015 72

Provide Support

NOVEMBER 8, 2016

According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 Total planned spending this year is second only to the record total spending in 2015, at $952.58. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Read more. Permalink | No comment.

2016 73

2016 Customer Satisfaction Average Handle Time 2003 73

Beyond Philosophy

NOVEMBER 18, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Putting the Power of Your People to Work.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Provide Support

JUNE 29, 2016

According to Accenture 28% of consumers are loyal to their providers and brands, which is why all effort should be taken to keep such customers and increase their number. These consumers feel frustration and leave as soon as they find an alternative. These consumers feel frustration and leave as soon as they find an alternative.

2003 48

2003 2015 2016 Loyalty 48

Eptica

JANUARY 20, 2016

Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. Eptica research backs up the need to make self-service easier.

Customer Service 49

Customer Service 2016 2015 E Commerce 49

Provide Support

SEPTEMBER 12, 2016

If you want to stand out in a crowded market where consumers have too many choices, you need to go above and beyond with your customer service. In this blog post I would like to offer four customer service tips to greet your customers. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016.

Customer Service 77

Customer Service 2003 Competitive Advantage 2015 77

Think Customers

JANUARY 6, 2015

And while companies such as NVIDIA are making headlines with advances in autonomous driving capabilities at this week''s 2015 Consumer Electronics Show in Las Vegas, the connected car is also creating a host of customer experience opportunities for marketers and automotive customer care leaders to act on. 1to1Media.com/weblog.

Automotive 97

Automotive Connections Customer Experience 2015 97

BirdEye

AUGUST 29, 2023

This blog post aims to simplify making customers happy and equip businesses with proven ways to improve customer satisfaction. Even recent studies suggest that most consumers prefer a phone call to get hold of a customer support representative. Phone support Phone support also continues to be a trusted method of customer service.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98