ShepHyken

OCTOBER 23, 2017

(Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. Follow on Twitter: @Hyken.

2017 74

2017 Article Customer Service Retail 74

ReviewTrackers

SEPTEMBER 23, 2021

To understand the restaurant customer satisfaction, you’ll need to understand how behavior has shifted. How the rise of new technology shifted customer expectations. Which consumer habits have changed. How to remap the customer journey. A Change in Consumer Habits in Dining and Delivery.

Customer Satisfaction 114

Customer Satisfaction 2017 Multi-Channel 2018 114

Talkdesk

OCTOBER 23, 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. How To Design Customer Experiences To Create Fans. the customer expectations.

2017 40

2017 Customer Experience Government Loyalty 40

Topdown

JANUARY 12, 2018

Customers don’t just think of it as a nice thing to have anymore — they demand it. According to the 2017 Global Consumer Pulse Research , published by Accenture, 48% of consumers expect specialized treatment for being a good customer, with 33% of those consumers who abandoned a relationship doing so because personalization was lacking.

Customer Expectations 48

Customer Expectations 2017 Consumers Customers 48

Talkdesk

OCTOBER 23, 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. How To Design Customer Experiences To Create Fans. the customer expectations.

2017 40

2017 Customer Experience Government Loyalty 40

Talkdesk

OCTOBER 3, 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. Customer Expectations Are Rising . “55% Customers Expect Effortless Experience.

Contact Center 40

Contact Center 2017 2009 Advertising 40

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Customers want it and are expecting it.

2017 75

2017 Article Customer Service Retail 75

ReviewTrackers

MARCH 31, 2021

Insurers can create products and services that are tailored to the needs and lifestyle of each customer. A 2017 Accenture survey showed that 44 percent of health insurance customers believe it to be important that their providers not just offer insurance packages but health advice as well. Create a product “ecosystem”.

Insurance 123

Insurance Customer Retention 2017 Transportation 123

ShepHyken

JANUARY 23, 2017

We’re taking a look at how progressive companies are successfully integrating self-service into their customer service strategy. My Comment: Self-service customer service is becoming more popular, to the point that some customers expect the companies they do business with to offer up the self-help solution.

2017 59

2017 Article Social Media Customer Service 59

Ann Michaels and Associates

DECEMBER 27, 2018

. • Nearly 95% of shoppers read online reviews before making a purchase (Spiegel Research Center, 2017). • 94% of customers read online reviews (Fan and Fuel, 2016). • 93% of local consumers use reviews to determine if a local business is good or bad (BrightLocal, 2017). • Consumer engagement with reviews. •

2018 73

2018 2017 2016 B2B 73

ReviewTrackers

FEBRUARY 24, 2021

More and more consumers are reading and writing reviews about businesses. Therefore, getting reviews from current customers is an important part of reputation marketing. Consumers go online when researching a new business. percent of consumers say they are likely to look at online reviews on Google before visiting a business.

Brands 104

Brands Marketing Sports Social Media 104

West Monroe

NOVEMBER 20, 2019

This raises an important question: In an industry long viewed as providing below average service, how do organizations shift their approach to keep pace with the dramatic change in customer expectations? Consider the 2017 merger between CVS and Aetna , a testament to the effort it takes to compete in the evolving healthcare landscape.

Healthcare 45

Healthcare Customer Expectations Net Promoter Score Competitive Advantage 45

SuiteCX

FEBRUARY 7, 2017

We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Step 1 – Understand your customers. Current State.

2017 45

2017 Customer Journey 2015 Brands 45

SuiteCX

FEBRUARY 7, 2017

We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Step 1 – Understand your customers. Current State.

2017 40

2017 Customer Journey 2015 Brands 40

Eptica

SEPTEMBER 25, 2019

Author: Pauline Ashenden - Marketing Manager In today’s markets, consumers rightly demand the highest standards of customer service. The results are stark, with insurance performing poorly in terms of both customer service and trust. This hardly builds trust with consumers. So how do brands build this trust?

Insurance 62

Insurance Customer Experience 2019 2017 62

GetFeedback

JUNE 12, 2019

In the previous section, we began by asking ourselves to make educated guesses about what our customers expect at each touchpoint; NPS survey comments help us confirm many of these hypotheses with real feedback from actual customers. Ensure that you’re collecting customer data effectively.

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199

ShepHyken

MARCH 14, 2017

Shep and Keith will discuss the motivation behind businesses doubling down on customer service as customer expectations evolve in the always-on, on-demand environment. According to the report, 85% of business executives believe that customer experience is a key competitive differentiator. They don’t think that way.

Social Media 83

Social Media 2017 Customer Expectations Call Center 83

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

CSM Magazine

SEPTEMBER 24, 2019

Insurers still seem to be struggling to match customer expectations, although overall performance had risen by 10% from 2017. Only 20% successfully answered a basic question sent via email, despite 49% of consumers identifying it as their primary or secondary channel for finding information.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Alida

OCTOBER 15, 2017

Asia is the fastest growing region in the world with rapid consumer evolution and growing digitally-minded young populations. There’s never been a more crucial time for brands to keep a finger on the pulse of changing customer needs – or risk falling behind the pack. . Vision Critical (@visioncritical) October 11, 2017.

Competitive Advantage 100

Competitive Advantage 2025 2017 Customer Journey 100

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty. This is particularly true as we move into 2017.

Customer Experience 58

Customer Experience 2017 Loyalty Consumers 58

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. To deliver on what customers are really looking for, companies need to tackle the challenges in quantifying people’s preferences.

2016 267

2016 Innovation Marketing Insights 267

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. There are four areas that they need to work on: 1.

Competitive Advantage 56

Competitive Advantage Customer Experience Social Media 2017 56

CloudCherry

JANUARY 4, 2018

Furthermore, consumers are beginning to trust these firms more and more, often to the detriment of traditional banks. In other words, customers will see the appearance of apps change depending on how they use it. Less Face-to-Face Interaction with Customers. Expanding Target Markets. Partnerships with Large FinTechs.

Banking 170

Banking 2018 Financial Retail 170

NICE inContact

DECEMBER 3, 2018

In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Only 35% of consumers are highly satisfied* with their experience, regardless of channel and country surveyed.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

ProProfs Chat

AUGUST 28, 2020

That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Customer Expectations 105

Customer Expectations Net Promoter Score E-support Customers 105

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. The report contains data of the base year 2018 and historic year 2017.

Marketing 52

Marketing 2026 2017 2018 52

Joe Rawlinson

JULY 25, 2018

If you feel like you may need to think about hiring dedicated customer support here are three indicators that you may be right. Customers expect excellent service when making purchases. Not only do they expect to be served, but they expect to be served within what they consider to be a reasonable amount of time.

Social Media 84

Social Media 2017 2014 Poor Customer Service 84

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. Is a lack of consistency letting your customer service down?

2016 59

2016 Customer Service 2017 Contact Center 59

Eptica

JANUARY 24, 2018

And, while well-publicized cases may make the news, it is normally smaller, more individual problems that cause customers to stop buying from a brand. In many cases a company may not even know that a consumer has chosen to switch, until it hits their bottom line. Consumer research bears this out. There are three main reasons: 1.

Multi-Channel 49

Multi-Channel 2018 2017 Airlines 49

TechSee

FEBRUARY 27, 2018

The on-demand economy is defined as economic activity created to meet a consumer demand via the real-time delivery of goods and services. million consumers annually and $57.6 Growing trend of customer service on demand. Today’s consumers also have high expectations for customer service. billion in spending.

Customer Service 116

Customer Service Call Center E-support Contact Center 116

Wootric

JUNE 19, 2019

According to Gartner , 89% of businesses compete mostly on the basis of customer experience. Another study indicates that 66 percent of consumers are willing to spend more money on top-notch customer service. The study also found that 55 percent of consumers abandoned a company after experiencing bad customer service.

Customer Experience 82

Customer Experience Poor Customer Service 2017 Consumers 82

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Published on: January 25, 2017. 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.

Net Promoter Score 51

Net Promoter Score Brands Customer Service 2016 51

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairy straight forward, as they use SMS / text on a daily basis.

Contact Center 67

Contact Center Omnichannel 2017 Interaction 67

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. . The growing expectations are inclusive of: 24*7 support. However, long queues didn’t settle well with customers.

2020 90

2020 E-support 2018 Hospitality 90

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Published on: July 26, 2017. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Transforming customer experience to survive.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

NICE inContact

SEPTEMBER 30, 2019

In our webinar, Boost Contact Center KPIs with Advanced Chat for CXone , you’ll can learn key findings as well as how chat has helped ECSI — customized digital solutions for higher education—transform its contact center , improve its KPIs (key performance indicators) and exceed customer expectations. ECSI’s abandon rate was 26%!

Net Promoter Score 54

Net Promoter Score Contact Center Webinar 2017 54