Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. Also, thanks to my social media followers for sharing my work with your followers. I did my part this year to spread interest in analytics to more people.

2017 40

2017 White Paper Blog Competitive Advantage 40

Strativity

APRIL 10, 2018

Steven has a career in customer experience, most recently serving as Director of Customer Experience at ttec Digital. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy. Sue: What are the global trends for customer experience?

Culture 65

Culture Automotive B2C Social Media 65

BirdEye

FEBRUARY 2, 2023

This can help build strong relationships with customers and create a sense of loyalty, which will, in turn, promote more positive reviews for your business. The change from Angie’s List to Angi was made in 2017 to reflect the fact that the company owns other housing-related services like HomeAdvisor and Handy.

Social Media 52

Social Media Download Feedback 2017 52

BirdEye

NOVEMBER 20, 2023

ReferralHero Known for creating viral campaigns, ReferralHero offers customizable referral widgets and social media integration. Its analytics provide insights into customer behavior, and the platform’s email marketing features enhance customer engagement. million registered users by 2017.

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62

Beyond Philosophy

DECEMBER 22, 2015

When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings.

Magazine 92

Magazine Marketing Social Media Consumers 92

Clarabridge

DECEMBER 21, 2016

The Clarabridge CX Suite is the full collection of customer experience management (CEM) solutions offered by Clarabridge. That’s because we understand that customer data from every source is important for understanding the full customer journey. Social channels are the new customer experience battleground.

CEM 40

CEM 2016 Social Media 2017 40

Clarabridge

DECEMBER 21, 2016

The Clarabridge CX Suite is the full collection of customer experience management (CEM) solutions offered by Clarabridge. That’s because we understand that customer data from every source is important for understanding the full customer journey. Social channels are the new customer experience battleground.

CEM 40

CEM 2016 Social Media 2017 40

Bold360

MAY 10, 2017

With this in mind, it’s more integral than ever that businesses work to build a positive customer journey on all the channels available to them. More than ever in 2017, that includes social media and mobile. Social media is an entirely different method of enhancing customer experience.

Customer Experience 49

Customer Experience Multi-Channel Social Media Customers 49

Bob Hayes

SEPTEMBER 18, 2017

Data were collected from January to March 2017. Potential respondents were invited to complete a survey on customer analytics best practices via the researcher’s blog and social media profiles. It appears that fewer than half of customer programs adopt analytics practices related to advanced research activities (e.g.,

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Strativity

APRIL 10, 2018

Steven has a career in customer experience, most recently serving as Director of Customer Experience at ttec Digital. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy. Sue: What are the global trends for customer experience?

Culture 40

Culture Automotive B2C Social Media 40

COPC

OCTOBER 25, 2017

Although companies would serve themselves well to conduct custom research specific to their customers and segment, there is no shortage of existing CX-related research. One example of such research is the Customer Experience Management Benchmark (CXMB) Series, an ongoing joint research project between COPC Inc.

Customer Centricity 40

Customer Centricity 2017 Consumers Social Media 40

COPC

NOVEMBER 3, 2016

and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. and Execs In The Know publish the CXMB Series, a two-part survey of the customer experience.

2016 40

2016 Customer Care Consumers Multi-Channel 40

NetBase

JANUARY 27, 2020

With more than three billion active social media users worldwide spending hours each day reading, posting and sharing online, capturing specific insight around those behaviors is both exciting (for its potential) and a bit intimidating (because it’s easy to get wrong). Enter next generation AI-powered social analytics!

Social Media 64

Social Media Books 2017 Insights 64

Qualtrics

JULY 15, 2019

have used social media to complain about a brand or its customer service. As customer expectations continue to rise your support options must grow. Your business should be meeting customers in all channels of digital support, so they can choose the realm they feel the most comfortable with. Social media support.

Net Promoter Score 41

Net Promoter Score Customer Service Social Media NPS 41

COPC

APRIL 6, 2018

Channels like chat, social media and SMS/text are accelerating their move to the forefront. But by attempting to apply traditional call center metrics, the things being measured aren’t necessarily what matters most to customers. In Customer Experience Management Benchmark (CXMB) Series research conducted by COPC Inc.

Metrics 40

Metrics Customer Focused Call Center Download 40

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

White Paper 160

White Paper 2014 2015 2012 160

Comm100

DECEMBER 1, 2017

Other key investments include the good old customer feedback survey. This is the second biggest customer intelligence investment focus for 2018 — and one that 63% of businesses call a priority. Tip: Customer surveys can help businesses shine a light on the thoughts and feelings that influence customer behavior.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

ProProfs Chat

MAY 6, 2020

Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics. Customer Experience ROI Statistics. Customer Experience Through Social Media. Customer Experience & Engagement Statistics.

2020 66

2020 Customer Experience E Commerce E-support 66

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. “It’s every contact the customer has with your people, your product, and the way it is delivered. ” – Shep Hyken.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

BirdEye

OCTOBER 6, 2023

You’ll earn a bad reputation if you alienate your customers with poor communication. Inappropriate or damaging social media use Social media marketing is an art. Inappropriate social media content will damage your brand and your social media reputation.

Social Media 57

Social Media Airlines 2009 Financial 57

CX Workout - Ideas Blog

AUGUST 3, 2018

Joe is the co-author of two books on the subject of customer experience, managing the customer experience, and the ownership quotient. ” But the truth is thinking about customers as nodes in a network has a lot of value. Joe, over to you! Digital Transformation and Digital Leadership.

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Joe is the co-author of two books on the subject of customer experience, managing the customer experience, and the ownership quotient. ” But the truth is thinking about customers as nodes in a network has a lot of value. Joe, over to you! Digital Transformation and Digital Leadership.

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Joe is the co-author of two books on the subject of customer experience, managing the customer experience, and the ownership quotient. ” But the truth is thinking about customers as nodes in a network has a lot of value. Joe, over to you! Digital Transformation and Digital Leadership.

Webinar 40

Webinar 2010 E Commerce Presentation 40

ReviewTrackers

AUGUST 6, 2020

Alisa Meredith, Alisa Meredith and co-owner and chief strategist of Scalable Social Media : I would start with inbound and make sure to do the free content marketing course as well. Our ReviewTrackers Academy offers six training courses and certification on Customer Experience Management. ReviewTrackers Academy.

Marketing 114

Marketing Social Media Advertising Workshop 114

Clarabridge

JANUARY 6, 2017

Recently, Forbes contributor Bernard Marr put together his 2017 tech predictions. Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. It waits in the open-end questions of your surveys.

2017 40

2017 Call Recording Social Media Call Center 40

Clarabridge

JANUARY 6, 2017

Recently, Forbes contributor Bernard Marr put together his 2017 tech predictions. Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. It waits in the open-end questions of your surveys.

2017 40

2017 Call Recording Social Media Call Center 40

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

2020 132

2020 Customer Experience Magazine Consulting 132

Help Scout

JUNE 22, 2021

Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. 80% of companies use customer satisfaction scores to analyze customer experience and improve it. 72% of companies believe they can use analytics reports to improve the customer experience.

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

BirdEye

JULY 14, 2023

For example, back In 2017, UrthBox had an F rating on the official Better Business Bureau website. Ask their paying customers to leave a positive review on the BBB website in exchange for a free snack box. Fake, biased, and incentivized feedback can never compete with authentic customer reviews. The company’s solution?

Social Media 95

Social Media Exceptional Customer Service Loyalty Programs Feedback 95

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Lumoa

JANUARY 11, 2022

Both these steps of building the Voice of Customer-program are essential for its success. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place. Analyze feedback in more than 60+ languages.

NPS 103

NPS Net Promoter Score Feedback Multi-Channel 103

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. It’s about bringing all groups within an organization together with a focus on making each experience more effortless for customers.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. It’s every contact the customer has with your people, your product and the way it is delivered. It's simple.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. At 22%, it is ahead of content marketing (15%), mobile (13%), personalization (11%) and social marketing (7%). Social Media Support.

Customer Experience 47

Customer Experience Social Media Multi-Channel Culture 47

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. It’s every contact the customer has with your people, your product and the way it is delivered. It's simple.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

BirdEye

OCTOBER 10, 2022

When your business provides high-quality services, you’ll likely see positive reviews from your satisfied customers on your Google Business Profile and social media pages. Angie’s List (now called Angi) and HomeAdvisor merged in 2017, however, they are two separate websites powered by Angi.com. Frequently asked questions.

Customers 97

Customers Social Media Information Insurance 97