ReviewTrackers

FEBRUARY 24, 2021

Reputation marketing is a way of thinking about your reputation in the same way you think about your marketing – the more positive your brand’s reputation, the more growth you can deliver. Companies like Apple get a huge value from their reputation as a user-friendly company that provides great customer experience.

Brands 104

Brands Marketing Sports Social Media 104

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Contact Center 177

Contact Center 2024 Sports Customer Care 177

Thematic

MAY 29, 2023

We've refreshed our brand to better reflect our company's growth, values, and vision for the future. As a leader in feedback management and analytics, Thematic has evolved tremendously since its inception in 2017. Now, in 2023, we're thrilled to introduce our refreshed visual brand. We've done it!

Feedback 62

Feedback Brands 2017 Social Media 62

eGain Blogs

OCTOBER 4, 2017

The Forrester CX Index for the US just came out, and the news is not good—customer experience seems to be regressing in the homeland. Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. Twice as many brands sank as rose. The post Mixed feelings on 2017 CX Day!

2017 66

2017 2016 Omnichannel 2018 66

Bold360

JANUARY 19, 2017

Customer service has never been more important. Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. We love her recent blog on what CX will look like in 2017.

2017 91

2017 Customer Experience Books Consulting 91

eGain Blogs

OCTOBER 4, 2017

The Forrester CX Index for the US just came out, and the news is not good—customer experience seems to be regressing in the homeland. Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. Twice as many brands sank as rose. The post Mixed feelings on 2017 CX Day!

2017 61

2017 2016 Omnichannel 2018 61

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? Why Customer Development Is Crucial to Every Business’ Success.

2017 79

2017 Article Customer Experience Chief Customer Officer 79

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

ShepHyken

DECEMBER 11, 2017

Each week I read a number of customer service articles from various online resources. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. My Comment: It’s the time of year when we give gifts to the people we care most about, and for some of us that includes customers and people we work with.

2017 76

2017 Article Customer Service Customer Success 76

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. trillion 1.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

ShepHyken

FEBRUARY 13, 2017

Each week I read a number of customer service articles from various online resources. The Customer is Always Right by Richard Shapiro. TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction. My Comment: Is the customer really right? Well worth it!

2017 81

2017 Article Customer Service Loyalty Programs 81

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. Overall, it’s really just about providing a quality customer experience. How do you expect customer expectations to change in 2017?

Contact Center 53

Contact Center 2017 Brands Hospitality 53

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey.

Brands 74

Brands Measurement Magazine Customer Centricity 74

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are a number of examples of how the hotel industry can deliver better service and a customer experience. Why does my business have such angry customers? My Comment: Why do certain businesses create angry customers?

2017 0

2017 Article Net Promoter Score Customer Service 0

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. We can also look at those competitive brands that have, if not flourished, at least survived, such as Barnes & Noble, Fujifilm, and Best Buy.

2017 83

2017 Article Net Promoter Score Customer Service 83

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. Here are my top five picks from last week.

2017 95

2017 Article Customer Service Airlines 95

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

Strativity

MARCH 7, 2023

Brands need a strategy that incorporates generative AI. The sudden availability of this technology has brought with it challenges and opportunities for brands of every size, and this impact cannot be ignored. Why does ChatGPT matter to brands? Consider the past 10 years you have spent cultivating your brand personality.

Brands 98

Brands 2030 Workshop Consumers 98

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. trillion 1.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

ShepHyken

NOVEMBER 6, 2017

Each week I read a number of customer service articles from various online resources. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions.

2017 84

2017 Article Customer Service Customer Service Training 84

Oracle

DECEMBER 24, 2019

This 2019 holiday shopping season, brands are tapping into the power of emotion to connect with customers and build customer loyalty. Here are 3 examples of companies that are harnessing the power of emotion and storytelling to boost customer loyalty this holiday season. John Lewis.

Loyalty 55

Loyalty Brands 2019 Advertising 55

Storyminers

MAY 31, 2017

Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner.

2017 77

2017 Hotels Customer Experience Design Employee Experience 77

Influitive

MARCH 24, 2017

Measuring the value of branded communities has always been difficult. Community managers are often forced to fall back on the savings they generate for customer support teams, rather than reporting on the revenue they generate for the company.

2017 65

2017 Brands B2B Measurement 65

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. Just think customer first in everything you do.

2017 81

2017 Article Customer Service Airlines 81

ShepHyken

NOVEMBER 27, 2017

Each week I read a number of customer service articles from various online resources. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. Josh Linkner) In our transactional world of fickle customers, how do we snag the prize? CIOs need to focus on customer experience now by Zavalaeus Kerr.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Customers want it and are expecting it.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

OCTOBER 16, 2017

Each week I read a number of customer service articles from various online resources. They can tell you what delights customers and what frustrates them and, perhaps more importantly, they can tell you “why.” They are with your customers every day, and they may know more about them that just about anyone else in your company.

2017 77

2017 Article Customer Service ROI 77

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. In January 2017, ReviewTrackers reached out to a U.S.-based Download this free customizable handout , which comes with easy instructions for your customers on how to leave reviews of your business on Google. Need to build out your reviews on Google?

2017 101

2017 Social Media Automotive Consumers 101

Customer Bliss

AUGUST 3, 2017

Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Twice as many brand scores fell as rose, and losses outpaced gains.

Customer Experience 236

Customer Experience 2008 2017 2016 236

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey.

2017 63

2017 Financial Banking 2014 63

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. Here are three tips for writing a heartfelt apology to a customer. Want to Build Customer Loyalty? Done wrong, you lose the customer permanently.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. My Comment: Let’s start this week’s top five with a short article that has three simple tips to help you better understand your customer. This is how it’s done!

2017 81

2017 Article Customer Service Hospitality 81

Talkdesk

JULY 13, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Retail Customer Support: Big Box vs. Mailbox. Customer reviews are really important.

2017 40

2017 Retail Entertainment Hotels 40

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. My Comment: The airline industry is a hot topic in the world of customer service. Here are my top five picks from last week.

2017 74

2017 Article Airlines Customer Service 74