Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. This is something that we see gathering pace in 2018.

2018 49

2018 Loyalty Brands Loyalty Programs 49

Avaya

OCTOBER 25, 2018

Dale’s primary focus is developing innovative solutions for companies in consumer packaged goods, food and beverage, retail, hospitality, consumer goods, OTC and other industries. He has significant experience helping clients develop customized consumer solutions specifically designed to meet their business needs.

Consumers 47

Consumers Brands Engagement E Commerce 47

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Overall, AI will allow more brands to focus on context and anticipatory engagement at the individual level to hone in on the customer segment of one.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer.

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer.

2018 84

2018 Customer Service Multi-Channel Document 84

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Using each connection with customers for multiple purposes (without annoying anyone), speeds research and service at reduced cost. Here are three things we should be watching for in 2018. Take a look. . Colin Taylor.

2018 111

2018 Omnichannel 2017 Technology 111

NetBase

JULY 8, 2020

Brand strategy planning requires accurate and transparent consumer and market intelligence , or you’re starting at a deficit. And our recent report on The Importance of Market Insight for Brand Strategy pairs well with our 2020 Report on How Social Analytics is Important to Brand Management for this purpose.

Brands 70

Brands 2020 Consumers Insights 70

Bold360

MARCH 9, 2017

Consumers no longer peruse and purchase in the same ways, and we cannot approach them as we used to. As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers.

Consumers 65

Consumers Connections Customer Service Touchpoint 65

Maru Group

DECEMBER 16, 2019

It’s rumoured that John Lewis spent £8million last year on its ad featuring Elton John, while the industry as a whole was estimated to have spent a staggering £6.4billion on Christmas advertising efforts in 2018. Branding must play a key role. Marks and Spencer’s also suffered when it came to branding and creative.

Advertising 52

Advertising Connections Return on Investment 2019 52

Call Experts

JANUARY 9, 2019

Websites are helping develop connections without the barriers of distance and proximity. Brands are eager to develop healthy connections with buyers utilizing the latest digital tools. Forrester Research Studies conducted a customer experience survey to reveal reasons a specific brand receives a boost in customer loyalty.

Consumers 64

Consumers Call Center 2018 Contact Center 64

GetFeedback

SEPTEMBER 18, 2019

The article states that customer delight (in other words, exceeding expectations) won’t bring customers back to your brand. 2: Customer satisfaction doesn’t predict loyalty as well as brands believe. A case in point is TurboTax, says Parrish, which found striving to minimize clicks actually hurt consumer experiences and hence loyalty.

Loyalty 257

Loyalty Touchpoint Books Metrics 257

Eptica

JANUARY 31, 2018

Date: Wednesday, January 31, 2018 The Year of Humanity: Putting the customer first in 2018. Published on: January 31, 2018. While technology such as self-service can provide answers to a huge range of routine consumer queries, there are times when consumers want to speak to another human. Cultivate Deep Empathy.

2018 55

2018 Consumers Social Media 2017 55

Maru Group

DECEMBER 16, 2019

billion on Christmas advertising efforts in 2018. Maru insight reveals that the most effective Christmas ads – and the ones most likely to deliver a strong return on investment – are the ones that manage to connect both emotionally and rationally with customers, cutting through the noise and driving positive behaviour.

Advertising 52

Advertising Connections Return on Investment 2019 52

ReviewTrackers

APRIL 11, 2018

Here are some numbers to help you achieve a Big Picture view of social media marketing in 2018. billion active social media users , while approximately 91 percent of retail brands use 2 or more social media channels. Internet users aged 18 to 34 years are the ones most likely follow a brand via social media (95 percent).

Social Media 83

Social Media 2018 Marketing Retail 83

Eptica

FEBRUARY 14, 2018

Date: Wednesday, February 14, 2018 6 trends that drive today’s consumers. Published on: February 14, 2018. What are the high level trends in society that are driving today’s consumers and leading them to act the way that they do ? Here he outlines the six key societal trends that he sees for 2018. The result?

Consumers 49

Consumers 2018 Touchpoint Customer Journey 49

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Consumers want a messaging experience over live chat. Becoming customer-centric will be the goal of most businesses this year. This is how we see the breakdown happening. Probably not.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

CSM Magazine

MAY 22, 2018

Brands are failing to create the positive, emotive experiences that drive customer loyalty. New research from NewVoiceMedia reveals that 42 percent of UK consumers left a business last year due to poor customer service. connection with a customer service agent, they’d be more likely to do business with that company again.

Poor Customer Service 53

Poor Customer Service Consumers Customer Service Social Media 53

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? More and more brands are open to alternative channels. Winning the Hearts–and Loyalty–of Younger Consumers by Shannon Andrick. Here are my top five picks from last week. by Steve Bernstein. Traditionally customers called.

2018 72

2018 Article Customer Service Loyalty 72

Second to None

FEBRUARY 19, 2019

[2] So, while it is important to stay on top of the increasing digital trend, it is equally as important to maintain a strong brand experience for in-store customers. Big change in any industry is slow; in the meantime think about these ideas to improve your grocery store’s brand experience. Private Brand (PB).

Brands 73

Brands Rewards Programs Loyalty Fashion 73

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! Create Amazing Brand Advocates – Tues 9/25 10:30 AM [link] @Nielsen says 88% of consumers trust in word-of-mouth recommendations from people they know. Build Your Brand as a #CustServ Trailblazer Session Wed 9/26 8 AM Learn tips, tricks and best practices on building your own [link].

2018 75

2018 Workshop Demo Contact Center 75

Alida

SEPTEMBER 21, 2018

He said interrupting consumers to get their attention will no longer work in today’s business landscape. The biggest brands today didn’t start for the masses,” he explained. Human connections are important. Marketers need to really understand who they’re trying to change. “As

2018 145

2018 Insights Innovation Feedback 145

CX Journey

DECEMBER 20, 2017

This makes for a strong brand image that’ll remain on their minds. 73% of customers prefer to solve a problem with a real person, but there’s another side to that coin: 32% of customers think the phone is the most frustrating way to connect with a business. Primarily, that you must be prepared to play on their court.

Communication 54

Communication Brands 2018 Social Media 54

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Published on: August 08, 2018. We are constantly connected and rely on communications to interact with family and friends, to work, shop, scroll, stream and generally unwind.

Connections 49

Connections Customer Experience Social Media 2018 49

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. We walked the floor, attended sessions, and spoke with experts to bring you the latest in retail for 2018 and beyond. We walked the floor, attended sessions, and spoke with experts to bring you the latest in retail for 2018 and beyond.

2018 49

2018 Retail Customer Experience 2017 49

CSM Magazine

SEPTEMBER 25, 2019

New survey on customer service automation reveals 83% of consumers are willing to make messaging their primary means of contacting customer support. Today’s consumers are focused on efficiency when it comes to solving their customer queries. ” This is double the number of 2018 respondents who stated this.

Consumers 40

Consumers 2018 Retail Customer Satisfaction 40

NetBase

MARCH 25, 2020

Businesses and consumers are operating in a new reality as they pull together to fight the Coronavirus pandemic. How do companies stay on the consumers’ radar with business closures and mandated quarantines? Sharing Consumer Love Online. The answer is with a little creativity, ingenuity and passion. Marketing Pandemic Pivot.

Events 46

Events Retail Consumers Fashion 46

Second to None

FEBRUARY 8, 2018

However, it can be challenging to determine what exact keywords your brand should target and what copy you need to include in your ad in order to get the most possible site visitors. Ultimately, organizations that figure out how to put the consumer at the center of their search strategy will position themselves to be leaders in this field.

Consumers 67

Consumers Voice of Customer Brands Marketing 67

ShepHyken

APRIL 30, 2018

Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands. No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. Follow on Twitter: @Hyken.

Article 82

Article 2018 Net Promoter Score Customer Service 82

Oracle

SEPTEMBER 12, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Is Your Brand Safe? What can you do to ensure your brand’s health and protection?

2018 66

2018 Marketing Omnichannel Events 66

Second to None

FEBRUARY 19, 2019

[2] So, while it is important to stay on top of the increasing digital trend, it is equally as important to maintain a strong brand experience for in-store customers. Big change in any industry is slow; in the meantime think about these ideas to improve your grocery store’s brand experience. Private Brand (PB).

Brands 48

Brands Rewards Programs Loyalty 2018 48

Currency Alliance

JUNE 21, 2018

In brief: what we’d fully expected (and set out in our ‘ Top Loyalty Trends ’ blog several months ago) was large scale proliferation and diversification of loyalty marketing, as brands beyond established loyalty sectors discovered how better customer experience could deliver bigger ROI. Instant rewards. Gamification, for instance.

Magazine 45

Magazine 2018 Loyalty Multi-Channel 45

ReviewTrackers

JUNE 25, 2018

Social media helps businesses reach consumers, who can in turn learn more about a company. That’s according to a new report from The Manifest , which found that 92 percent of small businesses plan to spend more time and money on social media in 2018, and more than half (58 percent) want to increase their investment in Facebook.

Social Media 50

Social Media 2018 Advertising Entertainment 50

NetBase

JUNE 8, 2020

With hit after hit coming hard at society, it is crucial for brands to be perceived as supportive/understanding. It’s also important for that brand perception to be solidly established ahead of a crisis. At times like these, brand perception is more important than ever! How to measure brand impact.

Brands 67

Brands Social Media Advertising 2020 67

LoyaltyPlus

JANUARY 22, 2019

Taking care of the modern, tech-savvy consumer. South Africa has long been considered a market of brand-loyal and brand-conscious consumers. The popularisation of loyalty programmes and digital solutions that automate transactions, implies that the modern tech-savvy consumer is more empowered than ever before.

Consumers 40

Consumers E Commerce Customer Relationship Management Social Media 40

LoyaltyPlus

JANUARY 22, 2019

Taking care of the modern, tech-savvy consumer. South Africa has long been considered a market of brand-loyal and brand-conscious consumers. The popularisation of loyalty programmes and digital solutions that automate transactions, implies that the modern tech-savvy consumer is more empowered than ever before.

Consumers 40

Consumers E Commerce Customer Relationship Management Social Media 40

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

C Space

JUNE 16, 2020

The Brand Move Roundup – June 16, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Sixteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

2020 52

2020 Brands Social Media Advertising 52