ShepHyken

OCTOBER 24, 2016

Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine. Interesting how other brands are lagging.

2016 119

2016 Article Customer Service Government 119

ShepHyken

NOVEMBER 21, 2016

The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience.

2016 117

2016 Article Social Media Net Promoter Score 117

Beyond Philosophy

MARCH 21, 2016

However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. Employee Ambassadors are partly responsible for what you know about the employee experience at these brands. Hiring people is one thing. The job market conditions are changing.

2016 113

2016 Social Media CEM Employee Experience 113

OpinionLab

JUNE 24, 2016

It was a really interesting event with some great content from some of the brightest customer experience experts at the biggest brands in the financial services industry. They’re all great sources of helping your brand know what you’re doing well and where there are opportunities to improve. 3) Listen, listen, listen.

2016 79

2016 Competitive Advantage Financial Insurance 79

Tricia Morris

JANUARY 4, 2016

A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. I don’t think that this endeavor will be completed in 2016, but those who have bought in to the importance of service will look to: 1. Why Will This Have an Impact in 2016? “A

2016 58

2016 Customer Service Chief Customer Officer 2010 58

ShepHyken

NOVEMBER 7, 2016

The author has some excellent examples of why customers are loyal to one brand over another. The Customer Advocacy Playbook: How to Create, Manage, and Grow an Effective Brand Advocacy Campaign by Sujan Patel. The post 5 Top Customer Service Articles For the Week of November 7, 2016 appeared first on Shep Hyken.

2016 124

2016 Article Customer Service Loyalty 124

ShepHyken

OCTOBER 31, 2016

Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night. The post 5 Top Customer Service Articles For the Week of October 31, 2016 appeared first on Shep Hyken. I have added my comment about each article and would like to hear what you think too.

2016 124

2016 Article Customer Service Hotels 124

Hallmark Business Connections

MARCH 9, 2021

If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person. Granted, these wheels were already in motion pre-pandemic: In 2016, 64 million people , roughly 20% of the U.S.

Marketing 97

Marketing Brands 2020 2021 97

Tricia Morris

JUNE 8, 2016

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. The post INFOGRAPHIC: 2016 U.S. Click here to register.

2016 44

2016 Customer Service Consumers Customers 44

Forrester's Customer Insights

JANUARY 23, 2023

In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.

Brands 48

Brands 2023 2016 Consumers 48

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. What do consumers want from brands today? Published on: January 12, 2017.

2016 59

2016 Customer Service 2017 Contact Center 59

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

2016 74

2016 B2C 2015 B2B 74

Conversocial

MAY 4, 2021

The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence. Bots have come a long way since their inception, but consumer trust still lags behind. The result; consumer perception still being bots aren’t all that useful.

2016 111

2016 Brands 2021 Consumers 111

Forrester

SEPTEMBER 29, 2016

I'm happy to announce that we just released this year's Customer Experience Index report for Canadian brands. The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. Score changes at the brand level were remarkably minimal.

2016 87

2016 Wireless Customer Experience 2015 87

Tricia Morris

JANUARY 25, 2016

According to Microsoft’s own Global State of Multichannel Customer Service Report , more than 90% of the 4,000 consumers surveyed say they now expect brands and organization’s to have a customer self-service offering. Trends to Watch in 2016. It’s no wonder more and more customers began trying to self-serve first.

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

Tricia Morris

JULY 18, 2016

The variations based on both geography and age will either confirm or totally change the way you think about, invest in, improve and incorporate customer service as a foundation of your brand or organization. The post INFOGRAPHIC: 2016 State of Global Customer Service appeared first on Parature.

2016 42

2016 Customer Service Webinar Customers 42

Forrester

NOVEMBER 2, 2016

To find out, in 2016, Forrester used its Customer Experience Index ( CX Index TM ) methodology to measure and benchmark the CX of 72 India brands across eight industries. CX Index scores were based on an online survey (fielded in May through July 2016) of 18,033 individuals ages 18 and older in nine metropolitan cities of India.

2016 80

2016 2015 Customer Experience Measurement 80

OpinionLab

NOVEMBER 1, 2016

To cut through the hype, several major brands discussed how they assess CX innovation. The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab. OpinionLab provides the real-time customer insight to help on both counts. Here’s how. 3) CX innovation is accelerating.

2016 98

2016 Innovation Return on Investment Airlines 98

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? It’s a brand builder. The post 5 Top Customer Service Articles For the Week of August 1, 2016 appeared first on Shep Hyken.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

SEPTEMBER 19, 2016

Sharpen) The power behind the Zappos brand and majority of their success is attributed to the power of fantastic customer service, which is often overlooked as a sales strategy. The post 5 Top Customer Service Articles For the Week of September 19, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Culture 0

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. Marketing Land) In the age of the aggregator, the brand is irrelevant. It’s defined by interactions between brand and customers. The post 5 Top Customer Service Articles For the Week of June 27, 2016 appeared first on Shep Hyken.

2016 74

2016 Net Promoter Score Article Customer Service 74

ShepHyken

SEPTEMBER 12, 2016

internet Retailer) In an age of promotional clutter, go the extra mile to excite the influential people who are dedicated to your brand. The post 5 Top Customer Service Articles For the Week of September 12, 2016 appeared first on Shep Hyken. I have added my comment about each article and would like to hear what you think too.

2016 113

2016 Article Customer Service Books 113

Alida

JULY 11, 2018

The company has different brands that cater to these different levels, Daniel explained. In 2016, the team won an award from MRIA for best in class research initiatives for the CIBC Smart Account, along with some of its research partners including Vision Critical. For its efforts, CIBC’s research has taken home several industry awards.

Insights 141

Insights Brands Banking ROI 141

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken. (TeleTech) Memorable. Surprising. Follow on Twitter: @Hyken.

2016 103

2016 Article Social Media Customer Service 103

QuestionPro Audience

MARCH 30, 2018

Brands know they have an opportunity to reach a large audience, and spend the month engaging consumers via social media and advertising. increase from 2016. Additionally, the 2017 NCAA Tournament was the most-watched in 24 years , with an average of 9,325,000 million viewers, up 10% from 2016 (8,513,000).

Brands 76

Brands Sports 2017 2016 76

iPerceptions

JULY 6, 2016

As we enter into July and the second half of 2016, marketers and brand leaders should take a moment to process some of the biggest customer experience stories and developments from last month. Summer has officially arrived.

2016 59

2016 Customer Centricity Customers Consumers 59

Forrester

SEPTEMBER 9, 2016

The 2016 China Customer Experience Index report, which I co-authored with APAC CX team principal analyst Ryan Hart , went live last Thursday at the Forrester's CX MARKETING SHANGHAI 2016 forum. We use this methodology to create an annual benchmark of CX quality at large brands operating in the Chinese market.

2016 56

2016 Customer Experience Loyalty Measurement 56

ShepHyken

DECEMBER 26, 2016

My Comment: Volkswagen is one of the world’s recognized brands. I love getting an inside view of how any major brand delivers a stellar service experience. Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands.

2016 83

2016 Article Chief Customer Officer Customer Service 83

Forrester

OCTOBER 5, 2016

Last week, my colleague Rick Parrish discussed the stagnation in CX for Canadian brands from our Canada 2016 Customer Experience Index™ In this post, I'll explore another big finding from our research: The way an experience makes customers feel has a bigger influence on their loyalty to a brand than the effectiveness or ease of the experience.

2016 80

2016 Loyalty Customer Experience Brands 80

QuestionPro Audience

MAY 2, 2018

Brands are learning that partner marketing is a smart way to broaden your audience and drive growth and sales. Partner marketing, which is creating mutually beneficial relationships between your brand and other businesses, is a fast-growing sector in the marketing world. Do your brands have shared values? to $98 million in 2016.

Brands 94

Brands Marketing 2016 Consumers 94

Tricia Morris

JUNE 13, 2016

Here are three striking sneak-peek statistics from Microsoft’s 2016 State of Global Customer Service Report and we welcome you to join us for the full report reveal. 48% of global consumers don’t believe most brands take action on customer feedback. This number jumps to 68% for 18 – 34-year-olds. Get the Report.

2016 40

2016 Customer Service Webinar Social Media 40

Forrester

AUGUST 31, 2015

Forrester' s Business Technographics research shows that CX improvement is a growing priority for companies in China: 70% of tech and business decision makers indicated that improving the experience of their customers was a high, or critical priority in 2015-2016. The good news: No brands ended up in the very poor category.

E Commerce 101

E Commerce Brands 2015 2016 101

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Companies will recognize this opportunity and dramatically increase their focus on emotion in 2016. Effort Metric Expanding. Emotion Arising. About the Author.

2016 45

2016 Customer Experience Customer Journey Mapping Contact Center 45

Forrester

AUGUST 5, 2016

Over the past two weeks, my colleagues Harley Manning and Rick Parrish have discussed the rising tide of CX quality, stagnation among top brands , and CX-fueled digital disruption in the results of our US 2016 Customer Experience Index™ In this post, I'll explore another big finding from our research: The way an experience makes customers feel (..)

2016 75

2016 Loyalty Customer Experience Brands 75

NetBase

SEPTEMBER 8, 2020

And this realization has emerging trends around remote work on the rise, and has brands rethinking how to use abandoned office space – assuming they’ll use it at all! And brands are responding accordingly. But brands should also consistently monitor for negative sentiment – no matter how small.

Brands 67

Brands 2005 Social Media 2016 67

Forrester

JULY 18, 2016

It's time for one of Forrester's big annual events: The publication of this year's Customer Experience Index report for US brands. The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. Five industry averages rose.

2016 60

2016 Wireless Customer Experience Government 60

Forrester

JULY 13, 2016

I'm excited to announce that Forrester's CX Marketing Singapore 2016 event is less than 6 weeks away. The lines between brand, marketing, and customer experience (CX) disciplines are blurring as customers gain access to companies, services and products on their own terms. Building and maintaining a brand in a digital world.

2016 64

2016 Marketing Customer Experience Competitive Advantage 64