C Space

MAY 4, 2020

The Brand Move Roundup – May 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. L’Oréal ’s first-quarter sales dropped 4.8% Revenue dropped 8.3%

2020 52

2020 Brands Airlines E Commerce 52

2020 Research

APRIL 17, 2023

Imagine this: You’ve invested countless hours into crafting your brand. Enter brand tracking – a game-changing tool that empowers you to navigate the intricacies of consumer perception. What Is Brand Tracking? But how can you accomplish this with ease and speed? Ready to find a tracker solution that suits your needs?

Brands 89

Brands Consulting ROI Consumers 89

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. closing the brand-customer gap or matching realities and expectations per customers’ viewpoint). Crystal-clear performance for your core-growth customers, to firmly differentiate your brand.

2020 120

2020 Customer Experience Definition Metrics 120

Horizon CX

MARCH 1, 2021

Compelling Arguments for Justifying CX Programs – the Dreaded ROI Question. And although few disagree that customer satisfaction, value, and loyalty are necessary for any successful business, there is an agreement that there are indeed ways to put an ROI value on a CX program. September 9, 2020. Peter Swaim – V.P.

ROI 52

ROI Return on Investment 2004 Financial 52

Fox Metrics

JUNE 25, 2020

Marketing trends in 2020 call for a radical approach with fresh concepts. If you are ready to up your game, then you should check out the most-desired digital marketing trends in 2020. Recent data in 2020 attribute 50 percent of all online searches to voice-activated searches. Voice Search. Is it working? Personalization.

2020 111

2020 Marketing Social Media Advertising 111

Confirmit

JANUARY 21, 2020

Based on primary research and in-depth conversations with CX Leaders, including Confirmit’s Claire Sporton, the report presents insight on the elements that are shaping customer expectations for 2020 and presents eight predictions on how the customer experience arena will mature over the next 12 months. So, what to do?

2020 52

2020 Customer Experience ROI 2019 52

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Live Chat Statistics 2020: 40+ Live Chat Facts. That’s because every company today understands that customers would only return if their experience with the brand has been delightful. . “Always do more than is required of you.” — George S.

2020 90

2020 E-support 2018 Hospitality 90

UJET

NOVEMBER 18, 2019

SMS and chat are now essential channels for how we communicate not only with each other, but with the brands we love and the products we use. In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths.

2020 78

2020 Contact Center 2019 Omnichannel 78

Kustomer

NOVEMBER 15, 2021

Where online retail and services were once considered a nice or handy shopping alternative, 2020 saw e-commerce transform into an accelerated necessity for brand and customer survival. 80% of consumers who began shopping from a private brand in 2020 intend to continue that loyalty indefinitely. Let’s take a look.

E Commerce 59

E Commerce Brands E-support Customer Experience 59

Opinionator

JANUARY 8, 2021

The ROI (return on investment) of customer experience for a business is undeniably high. Calculating the ROI of CX is usually measured as a ratio between net profit over a set period and the cost of the initial or recurring CX investment. Brands with superior customer experience bring in 5.7 CX ROI Calculator.

ROI 52

ROI Customer Experience Financial Customer Journey Mapping 52

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Bring customer experience to the center : Gain senior management buy-in, prove ROI, and move from reactive support to proactive success.

2020 52

2020 Customer Service Hotels Contact Center 52

NetBase

AUGUST 17, 2020

Is your brand on track to best the competition as we round out 2020? We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. Monitor brand heath. Generate exceptional ROI. Measuring and misunderstanding ROI. How does that look exactly? Manage customer care. Respond to crises.

Social Media 56

Social Media 2020 Marketing ROI 56

Magellan Solutions

SEPTEMBER 9, 2020

This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today. Let’s take a look at the live chat statistics 2020 to verify its latest status and the benefits it brings to businesses if utilized properly.

2020 52

2020 Insights B2C E-support 52

Optimove

AUGUST 26, 2021

One thing’s for sure – when talking about customers, it’s a horrible strategy for brands, even for the wealthiest amongst them. Getting just 1 in 3 to buy with you again, and you will already leap your brand into profitability (by increasing your average customer lifetime value 33% from $0.9 You might think it’s simple math, right?

Brands 98

Brands Fashion 2019 ROI 98

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. Customers are now in control.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

NetBase

OCTOBER 4, 2019

What are the top social media tools to have on your radar in 2020? But first, we have a quick refresher on everything you need to look for in a social analytics tool, along with a super important section detailing how the right social media management capabilities can make or break a brand’s efforts. We have an updated list!

Social Media 76

Social Media 2020 Demo ROI 76

ProProfs Chat

MAY 6, 2020

One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! This calls for service enhancement, to ensure that you leave a substantial impact on your customers that compels them to come back to your brand frequently. Customer Experience ROI Statistics.

2020 66

2020 Customer Experience E Commerce E-support 66

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. “ Diane Magers, CCXP Founder and CEO Experience Catalysts For the second consecutive year, quantifying the ROI of customer experience initiatives is the top CX challenge. In fact, high performers are 9.7

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Lithium

NOVEMBER 6, 2020

From Hikma Pharmaceuticals, who used Khoros Marketing to increase engagement on posts by 73%, to Intuit, who used their community to handle massive spikes in support volume during COVID-19, brands across a variety of industries impressed us with their 2020 stories. We received a total of 92 incredible submissions in 11 categories.

2020 52

2020 Social Media Return on Investment ROI 52

delighted

JANUARY 7, 2020

Fast forward almost 5 years and CX is still top of mind for brands looking to differentiate themselves from their competitors. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Customers simply expect better when soliciting support on mobile.

2020 40

2020 Brands Customer Experience Feedback 40

ShepHyken

MAY 25, 2020

WHICH-50) Riccardo Pasto highlighted four key ways brands can deliver better customer experiences through the turbulent times: through empathy, customer value, conducting a CX ecosystem impact analysis, and ongoing communication. 10 Tactics For More Effectively Measuring Your Customer Service ROI by YEC. Follow on Twitter: @Hyken.

Article 62

Article 2020 Contact Center Customer Service 62

ProProfs Chat

MARCH 27, 2020

That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric. In fact, customers who are engaged with a brand represent a 23% premium in share of profitability, revenue, and relationship growth. Make customers a part of your brand. Exceed beyond service .

2020 90

2020 Customer Service Exceptional Customer Service Social Media 90

Lithium

SEPTEMBER 29, 2022

It’s clear that travel brands need to expand their reach into new channels and customer engagement methods, but what might be the best path to accomplish this? In 2020 Airbnb was rated best in class for their community using the Khoros platform. A brand could do one of two things. A New Approach. Ryanair has done the latter.

Hospitality 52

Hospitality Brands Travel Airlines 52

CSM Magazine

DECEMBER 10, 2019

Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important. Hazel Morton of customer feedback experts Critizr works with some of Europe’s biggest brands and businesses. Building the money story. Getting the metrics right.

2020 52

2020 Net Promoter Score 2012 Customer Centricity 52

Fox Metrics

JUNE 25, 2020

Marketing trends in 2020 call for a radical approach with fresh concepts. If you are ready to up your game, then you should check out the most-desired digital marketing trends in 2020. Recent data in 2020 attribute 50 percent of all online searches to voice-activated searches. Voice Search. Is it working? Personalization.

2020 64

2020 Marketing Social Media Advertising 64

Gainsight

DECEMBER 20, 2020

Specifically, the Customer Success world learned 10 important lessons in 2020: 1. 2020 was a stress test for recurring revenue businesses. As a CEO friend of mine remarked in March 2020: The things we’re doing in CS these days—and Gainsight is absolutely key to making it happen—are so freakin great. But we aren’t hiring!

2020 69

2020 Customer Success 2021 2012 69

Comm100

OCTOBER 30, 2020

Maybe you even calculated the ROI your specific company can generate by using chatbots. Best Chatbots 2020: Chatbot Providers that Stood Out of the Crowd. Ready to explore the best chatbots of 2020? Chatbot ROI Calculator. ROI Calculator. You’ve read it before. You’ve seen chatbot examples.

2020 59

2020 Technology Social Media ROI 59

NetBase

JULY 3, 2020

The 4th of July is typically cause for celebration, but current events make that challenging for brands. Should brands leave it alone or attempt to make a go of it? How many brands (and consumers) are making the most of The Fourth. How many brands (and consumers) are making the most of The Fourth.

Brands 95

Brands Marketing Travel 2019 95

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

2020 132

2020 Customer Experience Magazine Consulting 132

Lithium

NOVEMBER 6, 2020

From Hikma Pharmaceuticals, who used Khoros Marketing to increase engagement on posts by 73%, to Intuit, who used their community to handle massive spikes in support volume during COVID-19, brands across a variety of industries impressed us with their 2020 stories. We received a total of 92 incredible submissions in 11 categories.

2020 40

2020 Social Media Return on Investment ROI 40

NetBase

FEBRUARY 28, 2020

Wondering why most social marketing campaigns fail to meet brand expectations? The biggest barrier most brands face is around securing budget to implement the social analytics capabilities they require. The brand has been burned before by tools offering advanced AI when its tech was old school, comparatively.

2020 60

2020 Automotive ROI Insights 60

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

ChurnZero

OCTOBER 6, 2020

That’s why, starting this year, we’ll recognize organizations that have shown a commitment to fostering customer centricity with the 2020 ChurnHero Awards. Adoption Hero – An innovative way your team has successfully driven product adoption and customer ROI. Congratulations to all of the winners of the 2020 ChurnHero awards.

2020 40

2020 Net Promoter Score Banking Innovation 40

SurveySparrow

AUGUST 26, 2020

10 Digital Marketing Tools to Possess in 2020. After conducting a thorough research, we have listed out the 10 must-have digital marketing tools to look up in 2020. Easily one of the most popular tools in the entire list, Google Analytic or GA helps measure your analytics ROI. The right technology stack can do the trick.

2020 72

2020 Marketing Social Media Feedback 72

Oracle

FEBRUARY 27, 2020

But while this has become a dominant customer experience metric, by itself it doesn’t tell you why customers are dissatisfied or less-than-excited about a brand. 5 Content Marketing Goals Every Brand Should Have. Therefore, NPS is best used in conjunction with other metrics. Customer Effort Score.

Net Promoter Score 71

Net Promoter Score Metrics Effort Score 2020 71

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. 2020, however, seems likely to be the year in which stars align for a more profitable, productive and open future for loyalty. So, with that context, what will be the top loyalty trends in 2020?

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40