Oracle

JANUARY 31, 2018

SmarterCX.com’s Editor-in-Chief highlights a new customer experience predictions destination page, SmarterCX.com/Predictions. Following a record holiday season, 2018 is off to a fast start in the world of customer experience. Equity Research, said holiday reports topped expectations. CPQ Software Trends for 2018.

2018 80

2018 Customer Experience Retail 2017 80

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition.

2018 80

2018 Customer Service 2009 2017 80

Qualtrics

JUNE 22, 2020

Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experiences. Explicit Expectations. Static Performance Expectations. Dynamic Performance Expectations.

Customer Expectations 59

Customer Expectations Customer Satisfaction 2012 Reference 59

Ann Michaels and Associates

DECEMBER 27, 2018

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). • 72% of customers don’t take action until they have read reviews (Testimonial Engine). . Consumer engagement with reviews. • Negative reviews. •

2018 73

2018 2017 2016 B2B 73

ProProfs Chat

NOVEMBER 17, 2017

No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service. As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. It keeps customer satisfaction up, cuts handling costs, and helps.

2018 111

2018 Omnichannel 2017 Technology 111

Eptica

JUNE 6, 2018

Date: Wednesday, June 6, 2018 Author: Steve Nattress How can brands match customer expectations around knowledge? Published on: June 06, 2018. But how good are organizations at meeting the ever-increasing demands that consumers have, around speed and transparency?

Customer Expectations 51

Customer Expectations Brands Social Media 2018 51

Answer Dash

JUNE 12, 2018

Customer expectations are at an all-time high, according to the Salesforce State of the Connected Customer report, released this week. Vala Ashfar, Chief Digital Evangelist at Salesforce, states: “In 2018, technology is more ingrained in the customer experience, and trust has moved to the forefront of consumer minds.”

Customer Expectations 61

Customer Expectations 2016 Customer Service Representative 2018 61

Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. So what does the year hold for customer service? As always, companies who provide great customer service have a huge advantage over companies that don’t.

2018 63

2018 Social Media E Commerce E-support 63

ShepHyken

AUGUST 13, 2018

Traditionally customers called. Your customers expect it, so don’t fight it. Winning the Hearts–and Loyalty–of Younger Consumers by Shannon Andrick. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Now they like to text.

2018 72

2018 Article Customer Service Loyalty 72

Eptica

FEBRUARY 14, 2018

Date: Wednesday, February 14, 2018 6 trends that drive today’s consumers. Published on: February 14, 2018. Author: Olivier Njamfa Today, businesses know that they need to focus on constantly improving the experience they provide if they want to win and retain loyal customers. What does this mean for customer experience?

Consumers 49

Consumers 2018 Touchpoint Customer Journey 49

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. Brands are going to have to make a real effort to be transparent with customers in 2018.

2018 49

2018 Loyalty Brands Loyalty Programs 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. The study also zeroes in on opinions on the state of customer service during busy periods, like the holidays.

Consumers 40

Consumers 2018 Retail Customer Satisfaction 40

NetBase

JULY 31, 2020

Consumers are worried about lots of things – more so than ever before. It is expanding its offerings to speak to consumer concerns, by opening care clinics across the U.S. Telehealth has become a household term as consumers make appointments, refill prescriptions, and talk to their doctor all from the comfort and safety of their homes.

Consumers 52

Consumers 2026 Healthcare E Commerce 52

GetFeedback

OCTOBER 21, 2019

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . What is customer experience management? The challenges of customer experience management.

Customer Experience Management 199

Customer Experience Management Customer Experience Management 2008 199

ReviewTrackers

SEPTEMBER 23, 2021

Cultivating a high level of customer satisfaction is a priority for all restaurant brands because foodservice is one of the most competitive industries. To understand the restaurant customer satisfaction, you’ll need to understand how behavior has shifted. How the rise of new technology shifted customer expectations.

Customer Satisfaction 114

Customer Satisfaction 2017 Multi-Channel 2018 114

ReviewTrackers

APRIL 8, 2022

A 2018 study from Tripadvisor revealed that an overwhelming 97 percent of respondents see online reputation management as important to their business. Set and Meet Customer Expectations. Maximize Efforts to Improve Customer Experience and Service. Our online reviews survey revealed that a vast majority of consumers – 63.3

Management 123

Management 2018 Consumers Customer Expectations 123

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. This blog post is not about the top customer service trends to watch out for in 2018.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

LoyaltyPlus

JANUARY 22, 2019

Taking care of the modern, tech-savvy consumer. Customer Relationship Management specialist, LoyaltyPlus, offers its perspective on the challenges and opportunities for service providers. South Africa has long been considered a market of brand-loyal and brand-conscious consumers.

Consumers 40

Consumers E Commerce Customer Relationship Management Social Media 40

LoyaltyPlus

JANUARY 22, 2019

Taking care of the modern, tech-savvy consumer. Customer Relationship Management specialist, LoyaltyPlus, offers its perspective on the challenges and opportunities for service providers. South Africa has long been considered a market of brand-loyal and brand-conscious consumers.

Consumers 40

Consumers E Commerce Customer Relationship Management Social Media 40

CXApp

JUNE 5, 2018

It seems like only yesterday we were looking ahead at 2018, trying to discern where things were headed. It’s a perfect time then, to assess the current state of the modern customer experience journey and figure out what’s actually panned out and where we’re going in the world of CX. But let’s not place blame, let’s embrace.

2018 40

2018 Multi-Channel E Commerce E-support 40

CXApp

JUNE 5, 2018

It seems like only yesterday we were looking ahead at 2018, trying to discern where things were headed. It’s a perfect time then, to assess the current state of the modern customer experience journey and figure out what’s actually panned out and where we’re going in the world of CX. But let’s not place blame, let’s embrace.

2018 40

2018 Multi-Channel E Commerce E-support 40

GetFeedback

SEPTEMBER 18, 2019

A case in point is TurboTax, says Parrish, which found striving to minimize clicks actually hurt consumer experiences and hence loyalty. Subsequent dialogs are customized based on whether the answer is good, not so good, or don’t ask. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

Loyalty 257

Loyalty Touchpoint Books Metrics 257

GetFeedback

JULY 25, 2018

It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US. trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. customers strongly agree that companies are effectively converging their omni-channel experiences.

Omnichannel 150

Omnichannel Net Promoter Score E-support E Commerce 150

John Paul

JULY 26, 2018

Look-alike technology is being used to predict what customers will like based on requests completed by similar profiles, which helps proactively assist brand new customers in a way that simulates a long history of dedicated 1:1 service. Because of this, technology has remained been behind-the-scenes.

2018 45

2018 Technology Hospitality Hotels 45

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

2018 40

2018 Customer Service Contact Center Omnichannel 40

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

As we saw with the October 2018 launch of Allina’s customer experience center in Coon Rapids and Fairview Health’s recent push to leverage technology to enhance their patient experience, Minnesota healthcare organizations are making significant investments in strategies focused on customer experience.

Healthcare 45

Healthcare Customer Expectations Net Promoter Score Competitive Advantage 45

Answer Dash

MAY 7, 2018

Now, more than ever, optimizing customer experience should be a #1 business priority. Today’s customer expectations are continuously on the rise, and a positive online experience could mean the difference between a conversion and a lost customer.

2018 54

2018 Customer Experience B2C B2B 54

Oracle

JULY 31, 2018

This week, the SmarterCX.com team is in attendance at Insight 2018 , the second annual conference hosted by PipelinePros, the Oracle ATG, Endeca, and Oracle Commerce Cloud user group. How do brands compete with digital native companies and meet the needs of digitally native consumers?

2018 40

2018 Insights Retail Travel 40

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. You need a strategy in place based off your customer journey.

2018 114

2018 Chief Customer Officer Touchpoint Customer Journey 114

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. Review and refresh your Voice of the Customer (VoC) program. Map the customer journey.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

ReviewTrackers

MAY 17, 2019

Social media gives consumers ideas about things to do and buy to make their lives better. . Restaurant Customer Statistics for Every Social Media Manager. Here are five statistics that prove just how successful social media can be for restaurants when there’s an emphasis on the customer. Google is growing the most.

Social Media 100

Social Media 2018 Customer Expectations Brands 100

Maru Group

NOVEMBER 28, 2018

It all leads us to suggest that – as predicted – many consumers headed online. We’ve continued to see a trend towards retailers extending Black Friday shopping events this year in a bid to manage demand and customer expectations. Key learnings from Black Friday 2018. year on year. The extended Black Friday.

2018 45

2018 Loyalty Retail Events 45

ReviewTrackers

MARCH 31, 2021

Reduce Customer Retention by Offering More than Insurance. A 2018 report from Bain & Company revealed that customers look for value quality and ease of use from their insurer. It shows customers that you view them not as just another entry in the database but as a major investor in their well-being.

Insurance 123

Insurance Customer Retention 2017 Transportation 123

ShepHyken

AUGUST 6, 2018

(Acquire.io) The secret to acquiring new customers, offering top notch customer service, and wooing your existing customers to stick to your brand is as simple as understanding consumer behaviors. The author examines some of the psychological triggers to creating a better customer service experience.

Article 67

Article Customer Service Social Media 2018 67

NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

Maru Group

NOVEMBER 28, 2018

It all leads us to suggest that – as predicted – many consumers headed online. We’ve continued to see a trend towards retailers extending Black Friday shopping events this year in a bid to manage demand and customer expectations. Key learnings from Black Friday 2018. and in-store spending declined by 7% year on year.

2018 40

2018 Loyalty Retail Events 40