NICE inContact

AUGUST 25, 2016

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. It has never been more important to focus on empowering the frontline.

Customer Engagement 48

Customer Engagement Connections Engagement Contact Center 48

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, what does this mean for customer experience?

Consumers 50

Consumers Multi-Channel 2008 2016 50

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

2017 61

2017 Customer Engagement Engagement Contact Center 61

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. New research from the Institute of Customer Service (ICS) therefore provides some vital insight.

Consumers 49

Consumers Brands 2016 Social Media 49

BirdEye

FEBRUARY 15, 2024

With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage.

2024 109

2024 Automotive 2023 Healthcare 109

Bold360

MARCH 9, 2017

Consumers no longer peruse and purchase in the same ways, and we cannot approach them as we used to. As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers.

Consumers 65

Consumers Connections Customer Service Touchpoint 65

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . What they need is a full picture—the “why” of customer behavior. Research experience is customer experience.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Currency Alliance

DECEMBER 7, 2016

Several years ago, the idea of customer engagement was much simpler. Merchants could interact with customers in-store or could send them marketing materials via post and email. Brand-customer interactions can now happen all the time. Brand-customer interactions can now happen all the time.

Customer Engagement 40

Customer Engagement Engagement Social Media Loyalty 40

Tricia Morris

JANUARY 29, 2016

Of course I am referring to their expertise and engagement with the game Minecraft – a game that, once you overcome the lack of impressive graphics and a tad bit of motion sickness, will teach you all you need to know about the most disruptive and transformative shift of control in managing, maintaining, and maturing customer relationships, ever.

Customer Engagement 71

Customer Engagement Engagement Travel Advertising 71

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. AI in utilities is also playing an increasingly central role in customer-facing interactions. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service. AI in Utilities: The paradox.

2016 132

2016 2017 Call Center ROI 132

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 rise of big data.

2010 160

2010 Social Media 2016 2013 160

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. . It doesn’t have to be this way.

Customer Success 98

Customer Success Customer Satisfaction Customer Retention Customers 98

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 145

Customer Insights Insights Webinar Innovation 145

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

2017 40

2017 Customer Engagement Engagement Contact Center 40

Martin Hill-Wilson

JUNE 4, 2015

The interplay between customer and employee engagement. Once you’ve consumed this post please have a look at what he has produced. Engagement levels are lowest in sales and service functions, where most interactions with customers occur. This is a hot topic. 12 months later this had fallen to 6.5.

Customer Engagement 56

Customer Engagement Engagement 2015 Roadmap 56

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” If you focus on the negative, your worldview is shaped accordingly.

2016 45

2016 2001 Social Media Books 45

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

CSM Magazine

JUNE 5, 2018

Not only will volunteering with charity help gain traction with new and exciting customers, it provides the perfect opportunity to get involved in your community. Boost Loyalty in Customers. In fact, aiding in sponsorship is predicted to reach $2.14 Enhance Employee Morale.

Customer Engagement 40

Customer Engagement Engagement Sports 2016 40

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

2022 85

2022 Customer Service Omnichannel 2021 85

Tricia Morris

JUNE 17, 2016

Consumers today expect to engage with brands just as easily online and on their mobile devices as they do on the phone or in person (if not more so). Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person.

Interaction 55

Interaction Customer Service 2016 Webinar 55

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Eptica

OCTOBER 14, 2016

Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Published on: October 14, 2016. over the course of 2016 holiday shopping season in the US, hitting $655.8 Author: Neil Cox New figures from the National Retail Federation point to sales increasing by 3.6%

E Commerce 65

E Commerce 2016 2015 Social Media 65

OpinionLab

JUNE 8, 2017

In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are being asked for.

Customer Experience 68

Customer Experience 2016 Social Media Feedback 68

Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. No wonder that 72% of consumers in the U.S. The rise of mobile is driving customer service change in five key ways: 1.

Mobile Customer Service 72

Mobile Customer Service Customer Service Social Media 2016 72

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Social Media 2016 Innovation 72

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. Customers want the ability to switch between channels during their journey. Look at who your most profitable customers are, and aim to meet their needs. Why is this?

Customer Centricity 73

Customer Centricity 2016 Touchpoint Customer Experience Management 73

Beyond Philosophy

MAY 15, 2017

We know that shopping habits are changing, and more consumers are spending money online. The thing to bear in mind here is that while consumers are increasingly focusing on online shopping, their spending hasn’t completely converted to the digital space. Key insights for customer handholding. Look at customer psyche.

Social Media 133

Social Media E-support E Commerce 2016 133

Eptica

NOVEMBER 14, 2016

Date: Monday, November 14, 2016 Are insurers embracing social customer service? Published on: November 14, 2016. Author: Chris Eideh Providing customer service through social media has multiple advantages for both consumers and companies. Done well, social customer service also benefits brands.

Insurance 68

Insurance Net Promoter Score Customer Service Social Media 68

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. 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.

2015 50

2015 Customer Experience 2016 Social Media 50

Tricia Morris

OCTOBER 19, 2015

Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1. The report finds that CRM buyers are budgeting for 2016 now, and projected 2016 CRM spend will be up 22% over 2015. of customers will first visit a company’s website to resolve their issues.

Wireless 89

Wireless Customer Service 2015 2016 89

Joe Rawlinson

MAY 31, 2017

The Pareto principle may date back to the 1800s, but it’s still relevant for the consumer marketplace today. Take a look at your most loyal customers. Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales. Tracking Customer Behavior.

Customer Retention 98

Customer Retention Poor Customer Service Fashion 2016 98

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.

Customer Service 75

Customer Service Social Media 2016 Consumers 75

Eptica

NOVEMBER 18, 2016

Date: Friday, November 18, 2016 Customer Experience - disrupt or be disrupted. Published on: November 18, 2016. Author: Olivier Njamfa Whatever market they are in, organizations face a stark choice – innovate across their operations and get closer to customers or lose market share to more agile, flexible rivals.

Customer Experience 71

Customer Experience 2016 Innovation Hotels 71

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver.

Customer Service 50

Customer Service Poor Customer Service Contact Center 2016 50