Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

2015 50

2015 Customer Experience 2016 Social Media 50

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

JULY 11, 2018

As a result, they overlook the pain points damaging the customer experience. In order to bridge it, you need a clear customer engagement strategy. And that starts with listening to the voice of the customer. Why companies fall out of sync with customers. Customer disconnect always begins with internal disconnect.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. Published on: March 11, 2016. There are over 4.35

Brands 49

Brands Customer Service 2015 Insurance 49

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. Vocal customers offer valuable ideas.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

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! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. March 17th & 18th.

Events 223

Events Customer Experience Webinar Telecommunications 223

CSM Magazine

AUGUST 3, 2021

He will be leading a new Customer Experience team. The Customer Experience team aims to transform how customers interact with McDonald’s. The team combines the best of McDonald’s Data Analytics and Digital Customer Engagement with Global Marketing, Global Restaurant Development and Restaurant Solutions.

Chief Customer Officer 52

Chief Customer Officer 2001 2012 Touchpoint 52

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 44

Contact Center Customer Engagement Blog Engagement 44

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. These are: 1.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Alida

JUNE 15, 2016

Today, customers advise brands on where markets are going—not the other way around. According to a 2015 IBM CEO study , it’s “impossible to personalize products, services or experiences without a clear idea of customers’ core values and what’s happening in their lives.” Introducing the research revolution.

Marketing 124

Marketing Airlines 2015 Customer Centricity 124

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years. times over the past two years. That makes over 4.5

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Fast forward almost 5 years and CX is still top of mind for brands looking to differentiate themselves from their competitors. Customers simply expect better when soliciting support on mobile.

2020 40

2020 Brands Customer Experience Feedback 40

Experience Investigators by 360Connext

APRIL 28, 2015

More striking was the Kimpton brand sign. Many hotel brands are cognizant of the importance of first impressions. Emotional Interactions are the Most Powerful. All of these small interactions are infinitely more impactful when personalized. Their lobbies are often well-designed and include special touches.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

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

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. How happy are customers?

Customer Centricity 65

Customer Centricity Multi-Channel 2015 Social Media 65

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? There should be agent tools and customer tools, designed on a common platform.

Customer Service 49

Customer Service 2015 Social Media Contact Center 49

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The big data hype is officially dead.

2010 160

2010 Social Media 2016 2013 160

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service. Consumers want to interact on new channels.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. This changing banking landscape, combined with continued low interest rates, means that the customer experience is now central to being successful in the market. Focus on speed of response.

Banking 85

Banking Social Media Customer Experience Contact Center 85

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

Customer Service 85

Customer Service Wireless 2015 Contact Center 85

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. At a time when social media and ever more demanding consumers shift the balance of power away from brands and towards their customers, positive endorsements provide a strong message to potential purchasers.

Net Promoter Score 71

Net Promoter Score Customer Service Social Media Contact Center 71

Eptica

JUNE 1, 2016

Customers love it Chat has the highest satisfaction levels for any customer service channel , with 73% of people who use it saying they are satisfied. This is probably due to its speed – it provides the immediacy of a telephone call by delivering a real-time, back and forth interaction.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Provide cost-effective 24/7 support to improve customer engagement.

Customer Service 82

Customer Service 2019 Customers 2015 82

Beyond Philosophy

NOVEMBER 6, 2014

The difference that exists between an organization that has an excellent emotional Customer Experience and one that doesn’t resides in one word: Deliberate. Customer Strategy must be deliberate in every aspect of the interaction to be Customer Focused. Believing in the importance of balancing Brand and Experience.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Fail to deliver what customers want, and, no matter how good your desktop experience, you are likely to lose business if you fail to deliver on mobile devices.

Customer Experience 51

Customer Experience Social Media 2015 Contact Center 51

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Net Promoter Score Call Center 2015 81

Experience Investigators by 360Connext

JANUARY 30, 2015

We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. It shows two things: 1.

2013 252

2013 Customer Service E-support 2014 252

ClearAction

NOVEMBER 27, 2018

First Layer: All Customer Touch-Points. Communications is only one touch-point of many that marketing has with customers. Channel partners, alliance partners, market research, events, customer engagement and loyalty marketing are other touch-points with customers that certainly should be customer-centric.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Events 74

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. According to McKinsey, this could be achieved by co-designing new services with customers, or studying their lifestyles and creating products to suit. Share this page on: Tweet.

Banking 77

Banking Customer Experience Financial 2015 77

Customer Bliss

MARCH 30, 2017

A customer room is a way for leaders (and other members of the organization) to really understand the customer experience. Whether this happens monthly, quarterly, or annually, it’s one of the most robust, direct ways for a company to really see what their customers go through to interact with them.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Tricia Morris

APRIL 8, 2016

As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. It all adds up to that if customers can’t effectively self-serve, it costs brands and organizations big money. But what makes one customer self-service implementation more effective than another?

2015 57

2015 Retail Customer Service Customers 57

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Published on: February 05, 2016. Share this page on: Tweet.

Customer Expectations 51

Customer Expectations Social Media Contact Center 2015 51

SuiteCX

OCTOBER 22, 2015

It is critical to get all key departments aligned on your customer experience strategy. suitecx Thought Leadership: Balancing Customer Needs. suitecx ©2015, suitecx Inc. suitecx ©2015, suitecx Inc.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2015 Customer Centricity 40

PeopleMetrics

JUNE 26, 2015

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place. Mary, June 2015.

Customer Centricity 102

Customer Centricity 2015 Insurance Customers 102

CSM Magazine

AUGUST 10, 2017

However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand. Google, Tesla Motors, Netflix, Nando’s and Bauer Media are all building brands around their fans. This is a costly mistake.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. Increasing complexity for agents Responding to incoming interactions is becoming more difficult for agents.

Customer Service 49

Customer Service Contact Center Social Media 2016 49

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4%

Employee Experience 56

Employee Experience ROI 2015 Customer Satisfaction 56