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. Thanks, @TripIt ! — and the not so good. Think about it.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

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 has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. 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. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty.

Consumers 59

Consumers E Commerce Social Media 2015 59

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

BirdEye

AUGUST 29, 2023

Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. Boosts customer loyalty Happy customers become attached to the brand and may constantly choose your business over competitors. Businesses must have a team in place to address these queries instantly.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

CSM Magazine

JANUARY 11, 2016

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. APIs can be hooked up and performance metrics and social data can be overlaid with CRM systems for traditional channels.

Social Media 40

Social Media Customer Service Contact Center Customers 40

Alida

AUGUST 26, 2016

Brands use social communities mostly for marketing purposes, broadcasting information, building brand awareness and reaching greater audiences for campaigns and messaging. Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. Do you want to build customer loyalty?

Social Media 167

Social Media 2015 Innovation 2014 167

NetBase

MARCH 4, 2019

Building an online persona for a brand is important, as is getting that persona in front of the right audience, which is not an easy task with all the competition for consumers’ attention online. Being an occasional participant online is just not good enough, and neither is selecting a tool and putting your social presence on auto-pilot.

2019 89

2019 Social Media Advertising Consumers 89

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. Unfortunately the study, which involved 10,177 consumers evaluating 272 brands, mirrors other research.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital. and How do I get a replacement manual for my product?

Customer Service 76

Customer Service 2015 2014 Social Media 76

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

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. Consumers are increasingly happy to use chat, so it is time for utilities to offer it.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Retently

OCTOBER 1, 2018

What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question. It’s likely because many brands don’t understand consumers. Consumer demands and behaviors can also influence your customer journey map.

Customer Journey Mapping 107

Customer Journey Mapping Touchpoint Customer Journey Social Media 107

Eptica

FEBRUARY 5, 2020

Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands. The January 2020 edition shows that satisfaction is at its lowest level since July 2015, the fifth consecutive fall in the twice-yearly index.

Customer Satisfaction 72

Customer Satisfaction 2020 2019 2015 72

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Those that were 1% below saw sales decrease by 1%.

E Commerce 76

E Commerce Customer Service Social Media 2015 76

Beyond Philosophy

NOVEMBER 18, 2014

How do you use Social Media to enhance the experience? Social media is a great channel for enhancing the Customer Experience. But companies that don’t present a unified front to Customers either use social media as a one-way communication or don’t use it at all. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Alida

JULY 28, 2016

In 2015, the analyst firm Gartner dropped big data from its Hype Cycle for Emerging Technologies report. Social media platforms such as Twitter, LinkedIn, Facebook, Snapchat and Instagram are examples of the real-time datafication of customers’ lives. The big data hype is officially dead. The big drawback of big data.

2010 160

2010 Social Media 2016 2013 160

Currency Alliance

MAY 29, 2017

Some merchants can be hesitant about engaging with them, let alone attempting to obtain their loyalty. Figuring out how to engage with millennials and how to get their loyalty is critical. For them, it’s perfectly normal to consume vast quantities of media across different channels during one 20 minute commute.

Engagement 40

Engagement Social Media Loyalty Programs Loyalty 40

Win the Customer

FEBRUARY 23, 2018

PR problems not only taints your brand name and personality, but can also eliminate customer loyalty and significantly decrease your profits and financial backing. 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.

2015 99

2015 Social Media 2016 Travel 99

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

Currency Alliance

NOVEMBER 19, 2016

Some merchants can be hesitant about engaging with them, let alone attempting to obtain their loyalty. Figuring out how to engage with millennials and how to get their loyalty is critical. For them, it’s perfectly normal to consume vast quantities of media across different channels during one 20 minute commute.

Engagement 40

Engagement Social Media Loyalty Programs Loyalty 40

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere. On that note, let us focus on the positive side of customer service. This can be positive or negative.

Net Promoter Score 71

Net Promoter Score Customer Service Social Media Contact Center 71

CSM Magazine

JULY 29, 2015

In this current, highly connected world, nearly every organisation is working toward establishing a meaningful customer experience across all channels, and with mobile and social now so intrinsically ingrained in consumers’ daily routines, the expectation for complete and uninterrupted satisfaction has never been greater.

2015 69

2015 Marketing Customer Experience Multi-Channel 69

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.

Customer Centricity 65

Customer Centricity Multi-Channel 2015 Social Media 65

Eptica

APRIL 18, 2016

Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015. Obviously complaints to the regulator are very much the last resort for consumers, meaning that the true number of upset customers is likely to be greater.

Customer Service 49

Customer Service Social Media 2015 2016 49

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. This reveals that emotion (defined as how people feel about their experience) was the #1 factor in customer loyalty across 17 of the 18 industries they analyzed. Share this page on: Tweet.

Customer Engagement 88

Customer Engagement Engagement Social Media Sports 88

Win the Customer

FEBRUARY 26, 2016

Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity. In our digital age, brand transparency is indistinguishable from social honesty. Social media is so prevalent that a brand’s absence may be perceived as dishonest or that it is hiding something important.

Brands 69

Brands Social Media Airlines 2015 69

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

Beyond Philosophy

NOVEMBER 6, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

ijgolding

JANUARY 14, 2015

However, in January 2015, John Lewis’s challenge seems to be getting ever tougher. The challenge for all businesses to maintain our undivided loyalty is becoming extremely difficult as we become ever more demanding. On the 5th January 2015, I ordered a ‘Luxury Memory Foam Mattress Bed Topper’ from John Lewis.com.

Customer Experience 104

Customer Experience Social Media Retail 2015 104

Tricia Morris

JULY 13, 2015

In the newly-published 2015 U.S. Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. ———————– Download the 2015 U.S.

2015 94

2015 Download Innovation Social Media 94

Kayako

DECEMBER 31, 2015

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! This article will walk you through many different levels of customer loyalty. The Art of Making Customers Happy on Social Media by Kevan Lee.

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. For example, older consumers may share any customer service issues they are having with their millennial relatives , and consequently be encouraged to be more demanding in their expectations of the experience they receive.

E Commerce 48

E Commerce Customer Service Social Media Contact Center 48

Eptica

SEPTEMBER 3, 2015

Date: Thursday, September 3, 2015 Meeting the customer service needs of APAC millennials. Published on: September 03, 2015. So how can brands deliver the customer experience that these consumers are demanding ? Add value by offering extra services, rewards for loyalty or an overall experience that sets your company apart.

Customer Service 59

Customer Service Social Media 2015 2020 59

Eptica

AUGUST 5, 2016

Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. Share this page on: Tweet.

2016 50

2016 Wireless Social Media Contact Center 50

Second to None

MAY 15, 2018

Although brand equity can’t be easily expressed through monetary value, it’s true that consumers are willing to pay more for certain brands. It’s self-explanatory that brands which build strong customer loyalty , never fail to deliver on their promise and work hard to improve their products are rewarded with positive brand equity.

Measurement 59

Measurement Brands Social Media Voice of Customer 59