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. Is a lack of consistency letting your customer service down?

2016 59

2016 Customer Service 2017 Contact Center 59

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking 2016 193

ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. They have the knowledge and passion for the brand that can be turned into a skill to help other customers.

2016 127

2016 Contact Center Brands Customer Service 127

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service 2016 2022 Brands 98

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Mobility First – Thinking Beyond the Basics of Mobile.

2016 0

2016 Customer Service Social Media 2015 0

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family.

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? 4 Tips for Delivering a Richer Customer Experience by Tara Sporrer. Call it a “richer” customer experience. The 30 Things Customers Really Value by Eric Almquist.

2016 69

2016 Article Customer Service Social Media 69

Inbenta

NOVEMBER 29, 2022

More than ever before, customers expect a near-immediate response to their questions and queries. So much so that many customers will now expect to encounter a chatbot, with a staggering 80% of people have interacted with one at some point. Which chatbot features will give your customers the best experience?

Multi-Channel 90

Multi-Channel Customer Experience Omnichannel Social Media 90

CSM Magazine

OCTOBER 5, 2022

Carlton Retland, Principal Solutions Engineer at Applause details how brands can successfully identify and remove barriers for new customers. Poor customer onboarding hurts your bottom line, increasing customer acquisition costs and driving down customer lifetime value. Common friction points for new customers .

Customer Journey 64

Customer Journey Touchpoint Entertainment Hospitality 64

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

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

Ann Michaels and Associates

DECEMBER 27, 2018

But reviews carry a lot of clout when it comes to customers and their buying power. If you are a business owner you should know how important reviews are to customer satisfaction as well as earning repeat buyers. Customers are reading reviews. 94% of customers read online reviews (Fan and Fuel, 2016). •

2018 73

2018 2017 2016 B2B 73

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. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Win the Customer

NOVEMBER 14, 2016

For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace. By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers?

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

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

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. Is it stopping the customer from buying? How can they cope?

Customer Service 71

Customer Service Contact Center Social Media 2016 71

Think Customers

MAY 10, 2016

These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M. Brant while attending the MaritzCX CXFusion 2016 conference in Las Vegas last month.

Hotels 56

Hotels Customer Experience Guest Experience 2016 56

OpinionLab

JUNE 17, 2016

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. The impact of smart devices on customer behavior is undeniable.

E Commerce 74

E Commerce Multi-Channel 2015 Telecommunications 74

Tricia Morris

SEPTEMBER 2, 2016

Love it or leave it, brands and organizations just can’t shake customer expectations for social customer service, and from Microsoft’s 2016 State of Global Customer Service Report responses, it looks like those expectations are only set to grow as time goes on and a next generation of customers comes of age.

Social Media 70

Social Media Customer Service 2016 Entertainment 70

Tricia Morris

APRIL 15, 2016

There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering a satisfying customer service experience. The challenge on both sides is that customer expectations have never been higher. On the fence about investing in customer service?

Financial 58

Financial Customer Service Poor Customer Service 2016 58

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. The advice essentially covers four key areas: 1.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Published on: January 25, 2017. to 73.6.

Net Promoter Score 51

Net Promoter Score Brands Customer Service 2016 51

Ecrion

MARCH 27, 2020

But a very small percentage of consumers agree. What is the cause of this disconnect, and how can we make more customer experience programs a success? Companies therefore believe (by virtue of having undertaken their CX project) that they are delivering the superior experiences that their customers know they aren’t.

Customer Experience 74

Customer Experience B2C Customer Journey Mapping Metrics 74

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. 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. Consumers want to interact on ‘old’ channels too.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. Consumer research bears this out.

Multi-Channel 49

Multi-Channel 2018 2017 Airlines 49

Tricia Morris

JULY 29, 2016

Just a few years ago, Gartner Research conducted a marketing spending survey where 89% of the responding companies said that by 2016, they expected to compete mostly on the basis of customer experience. Forrester Research recently published the results of its 2016 U.S. Customer Experience Index , and if the U.S.

Customer Experience 57

Customer Experience 2016 Wireless Webinar 57

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. This shows in their performance within the Index.

2016 50

2016 Wireless Social Media Contact Center 50

Hallmark Business Connections

MARCH 9, 2021

After all, the pandemic has impacted consumers’ spending habits in profound ways. And though financial optimism has increased since July, 40% of Americans don’t expect their finances to return to “normal” until at least the second half of 2021. Follow your customers’ lead here. to 33% in response to pandemic upheaval.

Marketing 97

Marketing Brands 2020 2021 97

CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers.

White Paper 243

White Paper Social Media Feedback 2019 243

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. 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. Published on: October 16, 2015.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. trillion per year when their customers leave – and that’s only in the US. What Is a CCO?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

ProProfs Chat

JULY 27, 2018

Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience.

Customer Engagement 93

Customer Engagement Engagement Marketing Social Media 93

Eptica

OCTOBER 19, 2016

Date: Wednesday, October 19, 2016 Falling through the gaps – email and the insurance industry. Published on: October 19, 2016. The result is poor or patchy performance when responding to emails and social media messages This was combined with websites that failed to provide answers to routine consumer questions.

Insurance 75

Insurance 2016 Social Media Government 75

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers? by AJ Agrawal .

2017 76

2017 Article Social Media Customer Service 76

TechSee

JANUARY 2, 2018

Customer satisfaction and experience are important for every industry, and insurance is no exception. trillion in claims were paid by insurance companies in 2016 alone. To stay relevant and compete effectively, traditional insurance companies must ensure their customer base is satisfied.

Insurance 116

Insurance Telecommunications Contact Center Document 116

CSM Magazine

AUGUST 24, 2021

For instance, customer service teams with a more traditional approach are now at risk of disruption. So, how do brands best manage their customer service teams in a disruptive and unforeseen event such as the pingdemic? Meeting Changing Expectations. The Future Is Flexible.

Transportation 96

Transportation Events Hospitality 2016 96

Provide Support

APRIL 13, 2016

How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”.

Customer Relationships 43

Customer Relationships 2016 Social Media 2003 43