Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. From the conversations we had on the Eptica stand and presentations attended, I’d draw four key conclusions on the state of UK customer service.

2019 76

2019 Fashion Customer Satisfaction Presentation 76

Oracle

FEBRUARY 5, 2019

Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). What CX Leaders LOVE in 2019. Don’t miss it!

2019 92

2019 Customer Experience Leadership Webinar 92

Heart of the Customer

MARCH 22, 2022

After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains. The post Customers Give Feedback Every Day.

Feedback 143

Feedback Brands 2019 Customer Satisfaction 143

Alliance by IFS

JULY 11, 2019

Focusing on the customer. There’s even a whole host of sayings about it, like “the customer comes first” or “the customer is always right”. But interestingly, when it comes to field service, a customer-centric focus hasn’t always been the way things are done. It sounds like a pretty straightforward concept.

Customer Satisfaction 35

Customer Satisfaction 2019 Customer Centricity Customer Retention 35

Oracle

APRIL 1, 2019

Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Brands designing and delivering their omnichannel customer experience have more opportunities to get their CX right. In 2019, there’s a fundamental shift in the way brands think about omnichannel, as every part of the CX becomes crucial.

Omnichannel 108

Omnichannel 2019 Customer Experience Touchpoint 108

The DiJulius Group

JUNE 24, 2019

This guest article is brought to you by Debra Senra, speaker at the 2019 Customer Service Revolution. But your employees can ultimately make or break the customer experience – and your business success. The post Win the Applicant Economy to Boost Customer Satisfaction appeared first on The DiJulius Group.

Customer Satisfaction 40

Customer Satisfaction 2019 Article Customers 40

NetBase

MARCH 4, 2019

And any brands still devoting half-hearted efforts to their digital marketing really need to read The 2019 State of Social Report , as it offers game-changing insight for (and from) small, challenger and top-performing businesses. The post The 2019 State of Social Report appeared first on NetBase. Making It Matter. One platform.

2019 89

2019 Social Media Advertising Consumers 89

ProProfs Chat

JANUARY 10, 2019

A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. However, customers nowadays want self-service to be more interactive.

2019 77

2019 Customer Service Omnichannel Social Media 77

Beyond the Arc

MARCH 12, 2019

What will you do differently this year to increase customer satisfaction and attract new business? The post CX in 2019: Top customer experience trends to keep on your radar appeared first on Blog @beyondthearc.com.

2019 61

2019 Customer Experience Customer Satisfaction Communication 61

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Khoros customers are more empowered than ever — and more is on the way. Expanded paid planning measurement.

2019 52

2019 Engagement Social Media Roadmap 52

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. But what’s less clear is the toll these self-service interactions may take on customers. Here are my top five picks from last week.

Article 78

Article 2019 Customer Service Competitive Advantage 78

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

2020 156

2020 Customer Service Insurance 2017 156

Joe Rawlinson

DECEMBER 18, 2018

In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment. Top 4 Tips to Boost Your Ecommerce Content Marketing Strategy in 2019. Then focus on creating a list of content types that will be most valuable to your customers.

2019 92

2019 Marketing Omnichannel Travel 92

CX University

MARCH 4, 2024

Customer experience (CX) has taken center stage, reshaping the way businesses engage with their audience. The rise of omnichannel experiences has revolutionized the traditional customer journey, offering a seamless and integrated approach across various touchpoints.

Omnichannel 52

Omnichannel Interaction Touchpoint Social Media 52

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service.

2019 62

2019 Social Media 2014 Consumers 62

Bold360

JUNE 26, 2019

In this day and age, consumers expect nothing short of a world-class customer experience — whenever and however they interact with a business. Thanks to those customers, B old360 was just named a 2019 Top Rated Live Chat and Social Media Customer Service by TrustRadius.

Social Media 61

Social Media 2019 Customer Service B2B 61

SurveySparrow

JULY 17, 2019

“The customer experience is the next competitive battleground.” – Jerry Gregoire. How prepared are you for this new battleground of customer experience? Every company of every industry pledges its primary focus to be on customer experience. Were you able to improve customer experience? The feedback system gets sidelined.

Customer Experience Management 55

Customer Experience Management 2019 Customer Experience Management 55

NetBase

DECEMBER 3, 2019

. Customer experience (CX) stories are everything – and social analytics gives brands access to all of it. Why are very obvious customer needs and wants left unmet in many categories? The 2019 Consumer Experience Analytics Report: EMEA has answers! Those ways include: Understanding every part of the customer journey.

2019 52

2019 Entertainment Insights Social Media 52

Calabrio

MAY 28, 2019

At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practices, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. out of 5 as of May 23, 2019 for WEM.

2019 79

2019 Insights Engagement Management 79

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

Article 71

Article 2019 Customer Service Airlines 71

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Segment your customers into personas. We discussed these five areas in a recent podcast.

2019 139

2019 ROI Net Promoter Score Fashion 139

Eptica

JANUARY 24, 2020

Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. However, despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. as well as feedback surveys.

2019 106

2019 2020 Customer Satisfaction Social Media 106

Ecrion

SEPTEMBER 17, 2019

What would happen to your business if you lost 59% of your customers? How long would it take you to rebuild the customer base that you lost? But what is the best way to communicate with customers today, and what steps can you take towards improving your overall communication strategy this year? Read on to find out.

Communication 57

Communication 2019 Omnichannel Social Media 57

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. So how can brands keep up with the change? Dismissing the Human Factor.

2019 53

2019 Customer Experience White Paper Definition 53

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journey 124

Customer Journey Brands Contact Center Sales 124

Daniel Group

DECEMBER 19, 2019

What do you customers tell Santa that they want from you this year? Time to give gifts to show our family and friends how much they mean to us, but what about your customers? The first is Medium’s “ 6 Strategies to Increase Customer Loyalty and Retention.” 3 Ways to Increase Customer Loyalty.

2019 52

2019 2001 B2B 2015 52

Daniel Group

DECEMBER 19, 2019

What do you customers tell Santa that they want from you this year? Time to give gifts to show our family and friends how much they mean to us, but what about your customers? The first is Medium’s “ 6 Strategies to Increase Customer Loyalty and Retention.” 3 Ways to Increase Customer Loyalty.

2019 52

2019 2001 B2B 2015 52

LiveChat

FEBRUARY 1, 2019

Not only your visits to the gym, but something more business-related, like customer satisfaction. When we say customer satisfaction at LiveChat, we mean the ratio of good customer rates to all customer rates on chat (good and bad). Hopefully, your customer service will be better and better each month.

2019 57

2019 Customer Service 2017 Customer Satisfaction 57

Talkdesk

MAY 10, 2019

AI, machine learning and automation have brought the future to the present and call center leaders who want to keep their businesses competitive in today’s economy must adopt the technology that will enable them to provide truly innovative customer experiences. How satisfied are customers with your services?

Call Center 50

Call Center 2019 Contact Center Average Handle Time 50

Kustomer

AUGUST 12, 2022

Quick responses, personalization and empathy are must-haves for the NOW Customer , the consumer who sets their expectations for on-demand experiences on best-in-class companies like Amazon. The urgent shift revealed which brands made long-term investments in digital customer experience (CX) and those still struggling to keep up.

Customer Experience 98

Customer Experience Loyalty Customer Journey Touchpoint 98

Alliance by IFS

MARCH 28, 2019

Today’s customers expect their service delivery to be fast and personalized to their unique needs. We partnered with Aberdeen to bring you the State of Service 2019 on-demand webinar outlining the top challenges faced by today’s best-in-class service firms and what technologies and strategies they are using to overcome them.

2019 36

2019 Webinar Customer Satisfaction Customer Centricity 36

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Khoros customers are more empowered than ever — and more is on the way. Expanded paid planning measurement.

2019 40

2019 Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Khoros customers are more empowered than ever — and more is on the way. Expanded paid planning measurement.

2019 40

2019 Engagement Social Media Roadmap 40

Daniel Group

OCTOBER 18, 2019

What scares you about finding out what your customers really think? You need to know what your customers are unhappy about in dealing with you. Quirk’s Media’s article, “ In B2B environments, no news is not good news “, explains the downside of not getting this information from your customers. READ MORE.

2019 40

2019 B2B Customer Satisfaction Blog 40

Confirmit

SEPTEMBER 22, 2019

A focus on the customer experience is a critical element of success for any organization. And the Confirmit ACE Awards program celebrates those companies who accomplish outstanding achievement in Customer Experience. measures the customer experience at the point of travel insurance purchase. in just nine months.

2019 40

2019 Multi-Channel NPS Travel 40

ChurnZero

FEBRUARY 8, 2019

In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day. According to CX Solutions, for every customer complaint there are 26 other unhappy customers that have remained silent.

2019 45

2019 Customer Success Net Promoter Score NPS 45