Eptica

JANUARY 24, 2018

In many cases a company may not even know that a consumer has chosen to switch, until it hits their bottom line. According to the Temkin Group, 22% of consumers reduced their spending with a brand after a bad experience - and nearly one in five (19%), completely stopped doing business with the company. Consumer research bears this out.

Multi-Channel 49

Multi-Channel 2018 2017 Airlines 49

OpinionLab

JUNE 17, 2016

However, closer examination of industry-level detail reveals that this figure is largely being propped up by continuing relatively high COIs in sectors such as financial services (755), insurance (497) and multi-channel retail (513). The impact of smart devices on customer behavior is undeniable.

E Commerce 74

E Commerce Multi-Channel 2015 Telecommunications 74

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Think like a customer To ensure that customers remain loyal, companies need to deliver what consumers are looking for, time after time. To understand consumers and their needs it is vital to put yourself in their shoes.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. Some 70% of consumers have used the click-to-call button in online ads. We make other channels accessible and convenient. Lean toward asynchronous channels.

Contact Center 52

Contact Center Multi-Channel Omnichannel 2016 52

Michelli Experience

MARCH 11, 2016

In 2016, mobile marketing will be a must-have by many businesses. Automated SMS platforms, too, are on the rise, boosting the total number of consumers considering text-for-service options superior than other provided offers. Every day, more consumers enter long-term brand programs with friends and family.

Technology 56

Technology Marketing Loyalty Programs Multi-Channel 56

Lumoa

AUGUST 23, 2021

The post-COVID-19 consumer is still going to be a bit financially nervous and hesitant with their spending, so the largest change in behavior is going to be the building (or re-building) of their trust. Embrace the rise of messaging apps One way might be to incorporate texting into your communication channels.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information.

Multi-Channel 51

Multi-Channel Contact Center 2016 2012 51

Provide Support

MARCH 9, 2016

There are 6 major pain points that consumers all over the world are complaining about. The 2015 Parature’s Report on the Global State Multi-Channel Customer Service beautifully highlighted them all.(.). Published in Provide Support Blog , 2016. Let’s take this opportunity to clean the relationships with our customers.

Customer Service 45

Customer Service 2003 Multi-Channel 2015 45

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. 3, The Beginning of Channel Guidance, highlighting strategies designed to reduce the burden on the customer for an improved and frictionless CX to ultimately drive a higher CSAT and NPS score for your business. In some complex cases, the best channel may be a phone call.

2017 52

2017 Multi-Channel Average Handle Time 2016 52

CSM Magazine

JULY 29, 2015

According to analysts, 89% of companies expect to compete mostly on the basis of customer experience by 2016, compared with only 36% five years ago. The smartphone is often referred to as a consumers ‘extra limb’ and really has been a game changer when it comes to reaching audiences anywhere and at any time. Lastly, be consistent.

2015 69

2015 Marketing Customer Experience Multi-Channel 69

Provide Support

OCTOBER 7, 2015

State of Multi-channel Customer Service Report by Parature, showing that 62% of consumers feel that overall customer service is getting better rather than worse, sounds quite positive. Convenience: omni-channel, self-service, mobile. It is predicted that by 2016, mobile search will generate 27.8

Customer Service 86

Customer Service Multi-Channel Social Media Customers 86

SurveySparrow

NOVEMBER 10, 2022

billion US dollars in 2016. It helps you to identify the gaps with consumer insights and opportunities that can help you modify your products, services, and marketing campaigns accordingly. This is why you need multiple channels using which surveys can be sent and customers can respond. Why is it such a huge industry?

Marketing 52

Marketing Multi-Channel Insights Consumers 52

Avaya

JULY 27, 2017

In an age of intelligent, connected capabilities, consumers expect nothing short of a sophisticated banking experience that meets their evolving needs. They want contextual, multi-touch experiences that span the entire organization. It’s the digital customer’s world—banks just live in it.

Financial 50

Financial Customer Experience Multi-Channel Banking 50

CX Journey

AUGUST 18, 2016

In the late 20th century, marketers began to make products and services available through digital channels. As customers switch channels, they expect to receive the same level of quality Responsiveness : The majority of U.S. These digital channels address the customer need for convenience.

Touchpoint 41

Touchpoint Multi-Channel E Commerce Fashion 41

Eptica

NOVEMBER 16, 2017

It remains popular and challenging to attendees because as an industry we have spend very little strategic time figuring out what happens when we move past the default voice channel. Instead, as is our tactical, ‘to do’ list nature, we incrementally add on a new channel and hope for the best. Why is this?

Omnichannel 55

Omnichannel Engagement 2017 Multi-Channel 55

WorkOutLoud

JANUARY 23, 2018

In a 2016 survey by Leader Networks and CMX, the number one reason that companies were considering starting a branded online community was to improve Customer Satisfaction and Retention. 67% of consumers list bad customer experience as one of the primary reasons for churning. Self-service help will soon be consumers first choice.

Customer Experience 40

Customer Experience Social Media Multi-Channel Net Promoter Score 40

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. Digital is such a broad topic.

Retail 45

Retail 2016 Multi-Channel Travel 45

CSM Magazine

JANUARY 23, 2017

If we quickly look back to 2016, the continued investments in mobility and social integration have created a wealth of new, rich data and opened the floodgates with regards to interaction channels that are available to customers. Our workforce is continuing to evolve into an incredibly diverse, multi-generational, multi-cultural body.

2017 40

2017 Multi-Channel User Experience Innovation 40

Kayako

DECEMBER 31, 2015

Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. Hopefully, in 2016 you begin to collaborate and co-create your future growth with your customers in the age of Uber and Airbnb. Where We Are Really At In Omni-Channel , by Martin Hill-Wilson. Now onto the best of 2015!

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

Kustomer

OCTOBER 28, 2022

According to a 2016 study by Forrester, superior modern customer service drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. All that was needed when it came to shopping for consumer electronics were specifications and dimensions of the products.

Customer Engagement 105

Customer Engagement Engagement Omnichannel 2002 105

SurveySensum

JULY 14, 2020

Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. He also has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

2020 132

2020 Customer Experience Magazine Consulting 132

Magellan Solutions

JULY 28, 2021

The acceleration in consumer behavior change in 2020 has made an omnichannel strategy more important than ever. Consumers will always want better prices, selection, and convenience. Consumers have been engaging in transactional activities for thousands of years. Sales channels. Advertising channels.

Omnichannel 52

Omnichannel Multi-Channel 2022 Retail 52

ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. Multi-national food & beverage corporations like The Coca-Cola Co. or Consumer companies like Unilever and P&G can be quoted as perfect examples. and Pepsi Co.

E Commerce 81

E Commerce Customer Experience Multi-Channel E-support 81

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. Author: Neil Cox Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries?

Customer Service 75

Customer Service Multi-Channel 2016 Consumers 75

Eptica

FEBRUARY 1, 2017

Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. Eptica: How do digital technologies change consumer behavior? We now have a multi-device, multi-screen and multi-channel environment.

Technology 58

Technology Multi-Channel 2017 Consumers 58

Kustomer

JUNE 27, 2022

Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success.

2022 98

2022 Customer Service E Commerce E-support 98

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. Omni-Channel Will Be the New Multi-Channel.

2017 35

2017 Multi-Channel Customer Service 2016 35

Comm100

JUNE 1, 2022

The global live chat software market was valued at $590 million in 2016. They are already experiencing the benefits of live chat and its popularity among consumers of all ages. Today’s consumers prefer live chat over any other channel. Today’s consumers also expect personalized support that treats them like an individual.

Multi-Channel 52

Multi-Channel B2C 2016 Sales 52

Eptica

SEPTEMBER 28, 2016

Date: Wednesday, September 28, 2016 Why making it memorable is key to customer experience success. Published on: September 28, 2016. Author: Steve Nattress Consumers are constantly undergoing new experiences, but very few leave a lasting impression, with only those that are truly memorable remaining in our brains.

Customer Experience 60

Customer Experience 2016 Social Media Multi-Channel 60

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Things have obviously moved on since then as email, and more recently digital channels such as social media and chat , have become a regular part of managing customer service delivery.

Contact Center 49

Contact Center Call Center Social Media Multi-Channel 49

Eptica

JULY 15, 2016

Date: Friday, July 15, 2016 How to embrace change and become a customer-adaptive enterprise. Published on: July 15, 2016. Rewarding Omnichannel Customer experience: This is about having the ability to deliver a rewarding customer experience across any mix of channels a customer wishes to use to interact with the firm.

Multi-Channel 54

Multi-Channel Contact Center 2016 Competitive Advantage 54

Eptica

SEPTEMBER 1, 2016

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query.

Customer Service 48

Customer Service Multi-Channel Social Media 2016 48

Eptica

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query.

Customer Service 48

Customer Service Multi-Channel Social Media 2016 48

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. According to analyst Esteban Kolsky of thinkJar : 66% of consumers cited bad service as why they stopped being a customer Only 1 out of 26 unhappy customers complain. So how can businesses deliver the service that customers want?

Customer Service 49

Customer Service Multi-Channel Social Media 2016 49

Kustomer

FEBRUARY 25, 2020

According to a 2016 study by Forrester, superior CX drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. All that was needed when it came to shopping for consumer electronics were specifications and dimensions of the products.

Customer Experience 59

Customer Experience Omnichannel 2002 Customer Centricity 59

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season.

Customer Service 48

Customer Service Multi-Channel Social Media Contact Center 48

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. We believe the most successful VoC programs leverage data from a variety of channels to enable decision makers to analyze feedback and track trends on a variety of devices. Confirmit.

2015 97

2015 Multi-Channel 2014 CEM 97