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. While the customer is on the train on their way to work, while they are waiting in line for a coffee, or while they lie in bed before they go to sleep.

Customer Engagement 40

Customer Engagement Engagement Social Media Loyalty 40

BirdEye

MAY 6, 2021

We work hard to ensure that our platform enables businesses to deliver fantastic experiences at every touchpoint and allows their customers to share their experiences on review sites and social media. G2 Conversational Customer Engagement Awards – 11 awards. G2 Customer Advocacy Awards – 10 awards.

Marketing 98

Marketing 2021 Magazine 2019 98

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 big drawback of big data.

2010 160

2010 Social Media 2016 2013 160

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

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. Looking at the research there are five clear conclusions: 1.

Insurance 68

Insurance Net Promoter Score Customer Service Social Media 68

Beyond Philosophy

MAY 15, 2017

With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. Understanding customers is no longer about just looking at their actions but about mapping their journey and how they feel, their emotions, when entering, during and leaving their experience.

Social Media 133

Social Media E-support E Commerce 2016 133

Customer Guru

OCTOBER 9, 2018

According to the 2018 Global Digital suite of reports by We Are Social and Hootsuite, more than half the world’s population is online! And over 40 percent of the world’s population is active on social media. There is only one answer – the customer experience! Social Media. Source: [link].

Customer Experience 119

Customer Experience Social Media Customers Definition 119

OpinionLab

JUNE 8, 2017

A common reason is that for many organizations, customer listening efforts are limited to certain channels and not truly representative of the customer base. Additionally, few companies take the effort to understand how and when their customers prefer to provide feedback. The polling for the 2016 U.S.

Customer Experience 68

Customer Experience 2016 Social Media Feedback 68

ProProfs Chat

FEBRUARY 13, 2020

To help you understand this further, we’ve put together a list of 60+ customer loyalty statistics that have been divided into the following categories: Customer Loyalty Program Statistics. Benefits of Improving Customer Loyalty. Customer Loyalty B2B Statistics. Social Media & Customer Loyalty.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Oracle

OCTOBER 2, 2019

According to Gartner , 25% of customer service and support operations will integrate chatbot technology on their customer engagement channels by 2020. The beauty retailer’s foray into chatbot technology began in 2016, when it launched a messaging bot on Canadian messaging app Kik. AI-powered chatbots.

Technology 87

Technology Social Media Fashion Retail 87

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 over the course of 2016 holiday shopping season in the US, hitting $655.8 Share this page on: Tweet.

E Commerce 65

E Commerce 2016 2015 Social Media 65

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

Lumoa

AUGUST 23, 2021

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. Casper, a pioneer in this method, created a text-bot for insomniacs in 2016. What does that mean?

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. As well as making phone calls, it makes it simple to browse the web, quickly send email, access social media, have a mobile web chat, or simply send an SMS message. Share this page on: Tweet.

Mobile Customer Service 72

Mobile Customer Service Customer Service Social Media 2016 72

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. They expect a fast response – otherwise they are likely to escalate their complaint and share it through social media. Share this page on: Tweet.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Shutting down key channels In contrast to social media, email and chat were major disappointments.

Customer Service 49

Customer Service Social Media 2015 2016 49

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

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. Share this page on: Tweet.

2016 50

2016 Wireless Social Media Contact Center 50

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? The state of UK travel customer experience. Published on: June 08, 2016. Turning to social media things were not much better. Digital channels have also driven up the level of competition in the sector, putting downward pressure on prices as transparency increases.

Travel 49

Travel Airlines Customer Experience Social Media 49

Eptica

JULY 20, 2016

Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Published on: July 20, 2016. Author: Guest author: Chloe Hacquard We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. Two strikes. Share this page on: Tweet.

Customer Service 51

Customer Service Social Media 2016 Omnichannel 51

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. While they are at home online and on social media, they pick the channel that best meets their current needs. So they may call, email , start a chat or contact you through social media.

Customer Expectations 51

Customer Expectations Social Media Contact Center 2015 51

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. And 73% said if they had received better live/in-person customer service it might have had an impact on their decision to switch. Share this page on: Tweet.

Customer Service 75

Customer Service Social Media 2016 Consumers 75

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Share this page on: Tweet.

Hotels 56

Hotels Customer Service Social Media Travel 56

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. 8% don’t have a target response time on social media at all.

Customer Service 49

Customer Service Contact Center Social Media 2016 49

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

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. Whether interacting on email, social media or chat your agents have none of the physical clues that face to face or telephone conversations provide. Sound far-fetched? They truly are operating in the dark.

Customer Service 48

Customer Service Social Media 2016 Contact Center 48

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. Share this page on: Tweet.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years.

E Commerce 49

E Commerce Customer Experience Social Media 2016 49

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy.

Retail 49

Retail E Commerce Customer Service Entertainment 49

Eptica

APRIL 22, 2016

Date: Friday, April 22, 2016 Chatbots and customer service. Published on: April 22, 2016. Ten years ago if you experienced poor service in a store you’d have to wait to get home to email (or even write a letter) to head office, now you can complain instantly, either to the brand directly or via social media/review sites.

Customer Service 49

Customer Service Social Media 2016 Download 49

Eptica

MARCH 23, 2016

Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. Customers are less likely to recommend a company, and may actively complain to friends, family and via social media. Share this page on: Tweet. Share this page on: Tweet.

Social Media 50

Social Media 2016 Poor Customer Service Retail 50

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. Online is critical to research and buying Not only were ecommerce revenues up, but consumers are increasingly using the web and social media to research their present buying.

2015 49

2015 E Commerce Customer Experience 2014 49

Think Customers

JUNE 28, 2016

Customers are increasing their use of digital channels such as mobile and social media to resolve product and service issues and receive support from companies. But does this mean that voice support will disappear altogether? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 56

Customer Service Social Media 2016 Presentation 56

Comm100

NOVEMBER 29, 2021

Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. Omnichannel platforms connect all the key digital supports channels into one unified console, pulling together data from live chat, social media, ticketing, email, and SMS.

2022 82

2022 Customer Service Omnichannel 2021 82

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. over the course of the year.

Customer Experience 54

Customer Experience 2016 Contact Center ROI 54

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. Leading in terms of customer satisfaction gains according to the ACSI was Facebook , which improved by 12 percent to achieve a score of 75. Share this page on: Tweet.

2015 49

2015 E Commerce Customer Service Social Media 49

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Share this page on: Tweet.

Engagement 52

Engagement Customer Service Social Media Contact Center 52