BlueOcean

JANUARY 21, 2020

Blue Ocean’s Stevie Award entry highlighted the incredible success they have achieved in supporting consumers with security and antivirus products from a leading security software company. Our consumer cyber security team is a perfect example. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

2020 156

2020 Customer Service Insurance 2017 156

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Magazine 52

Magazine Loyalty Innovation 2020 52

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. This is an interesting article on how a gift can create a psychological impact, increase loyalty and more. Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS. PYMNTS) “I’m a consumer.

Article 141

Article 2020 Customer Service Loyalty Programs 141

delighted

JUNE 3, 2021

Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Consumer spending plunged amidst lay-offs and shelter-in-place orders. Over a 100 retail chains pulled down their shutters temporarily in March and April 2020 and unemployment skyrocketed.

Omnichannel 98

Omnichannel Retail Consumers 2021 98

Kustomer

OCTOBER 2, 2020

In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important. It’s not just about delivering on consumer expectations ? It’s not just about delivering on consumer expectations ?—

Consumers 80

Consumers Retail E-support Competitive Advantage 80

ShepHyken

NOVEMBER 1, 2020

A Walker study (opt-in required) found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. The Unique Challenge of Building Customer Loyalty in an Online Only World by Phil Britt. Customer Support Through The Eyes of Consumers in 2020 by Hiver.

Article 105

Article 2020 Customer Service Magazine 105

Optimove

JULY 23, 2020

That April study focused specifically on consumers’ behavioral patterns at the start of the coronavirus outbreak and went well into the first wave. Discount Affinity & Brand Loyalty. Discount Affinity & Brand Loyalty. This will definitely affect customers’ loyalty, survivability, and future lifetime value.

Consumers 98

Consumers E Commerce 2019 Fashion 98

ShepHyken

DECEMBER 7, 2020

Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. My Comment: Want to build repeat business and customer loyalty? This article should spark some ideas. Follow on Twitter: @Hyken.

Article 147

Article 2020 Customer Service Loyalty Programs 147

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. 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.

2020 111

2020 Marketing Social Media Advertising 111

ShepHyken

MARCH 2, 2020

CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. Use This Pyramid To Increase Customer Loyalty and Grow Your Revenue by Allyssa Munro. Lots to learn here.

2020 105

2020 Article Customer Service Hospitality 105

Oracle

JULY 29, 2020

Now that we’re halfway through 2020, we took a look back on our top 5 articles from SmarterCX.com over the past few months. Check out 5 of the top headlines from 2020 so far, then subscribe to the newsletter to stay up to date for the remainder of the year. 10 SEO Tips to Implement in 2020.

2020 71

2020 Article Definition Loyalty 71

LoyaltyPlus

MAY 18, 2020

Experts within the retail space have long believed 2020 will be a significant year of development, with loyalty at the core of digital commerce. LoyaltyPlus believes one of the main aspects to emerge from this global health crisis is that loyalty programs will evolve to match a very different trading environment.

Loyalty 52

Loyalty 2020 Brands Airlines 52

LoyaltyPlus

MAY 18, 2020

Experts within the retail space have long believed 2020 will be a significant year of development, with loyalty at the core of digital commerce. LoyaltyPlus believes one of the main aspects to emerge from this global health crisis is that loyalty programs will evolve to match a very different trading environment.

Loyalty 52

Loyalty 2020 Brands Airlines 52

ShepHyken

OCTOBER 26, 2020

Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. Brand loyalty is changing due to the pandemic by Chris Morris.

2020 89

2020 Article Customer Service Contact Center 89

Oracle

APRIL 6, 2021

2020 forced supermarkets and grocery retailers into reinvention mode. From the way consumers buy groceries to how they’re rewarded for their loyalty, the impact of shopping for essentials in a pandemic has permanently changed the grocery market. Tier-based loyalty programs have many advantages.

Loyalty Programs 71

Loyalty Programs Retail Loyalty 2021 71

ShepHyken

AUGUST 17, 2020

What COVID-19 Did to Customer Loyalty by Caroline Jansen. Retail Dive) As retailers grappled with out-of-stocks, research found that 75% of consumers opted to shop alternative brands. How does that impact their loyalty to us? 21 Powerful Ways To Build Brand Loyalty by ShoppingGives. Follow on Twitter: @Hyken.

Article 92

Article 2020 Customer Service Retail 92

Experience Investigators by 360Connext

JUNE 4, 2024

There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%).

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%).

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%).

2023 143

2023 2022 Connections Consumers 143

2020 Research

AUGUST 26, 2022

The Looming Economic Storm: How Consumer Banks Will Survive This Recession. Explore our five key findings from the 2022 US Banking Industry Loyalty Report, created in collaboration with Apex Scoring System. Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges? So, make their why your thing!

Banking 52

Banking Consumers 2022 Loyalty 52

Talkdesk

DECEMBER 30, 2020

As we transition to a new year, it’s time to reflect and be grateful for everything Talkdesk achieved in 2020: launching 20 products in the first 20 weeks of 2020, announcing the successful closing of our Series C funding of $143 million, and being recognized again as a Leader by Gartner. Cheers to a much better year ahead!

2021 83

2021 2020 Innovation Contact Center 83

Oracle

MARCH 3, 2020

From brick-and-mortar making a comeback to more robot (and human) interaction, retail professionals at NRF 2020 shared their thoughts on 10 retail trends and technologies that are topping the charts this year. See what they think will be hot in retail in 2020. The hot retail trend of 2020 is that brick and mortar still matters.

Retail 65

Retail 2020 Omnichannel Consulting 65

Storyminers

FEBRUARY 19, 2021

Getting the latest information, statistics, and perspectives is time Dash consuming. Low customer effort drives brand loyalty and reduces cost. The post State of Customer Experience 2020 – Northridge Report appeared first on StoryMiners. Below are some highlights. Read the full report here.

2020 64

2020 Customer Experience Loyalty Customers 64

UJET

NOVEMBER 18, 2019

It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. As consumers have begun embracing a more mobile-focused view of communication, other channels have gained in popularity, specifically messaging.

2020 78

2020 Contact Center 2019 Omnichannel 78

Kitewheel

DECEMBER 18, 2019

Despite this, only 10% of consumers believe their customer experience expectations are being met. To help you meet customer expectations in the new year, we’re sharing these three important changes coming to the customer journey space in 2020. . In 2020, businesses will come against the silicon ceiling of what AI can accomplish.

Customer Journey 52

Customer Journey 2020 Measurement Metrics 52

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. Live Chat Statistics 2020: 40+ Live Chat Facts. Live Chat Customer Loyalty Statistics. 44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer. (Source: Inc ) Tweet this.

2020 90

2020 E-support 2018 Hospitality 90

Oracle

MARCH 18, 2021

According to a McKinsey report, available seat miles on US airlines were down 71% in April 2020 from the previous year. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Airlines 62

Forrester's Customer Insights

JULY 1, 2021

Since the onset of the COVID-19 pandemic in the US in March 2020, we’ve been tracking precisely how the pandemic and related crises have taken an emotional toll on consumers by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands.

Consumers 69

Consumers 2020 Brands Customer Insights 69

ShepHyken

FEBRUARY 24, 2020

Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion. My Comment: What drives loyalty? Is it a loyalty program with incentives to come back?

2020 105

2020 Article Customer Service Exceptional Customer Service 105

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. With this, we looked into different resources to find out how live chat is accepted from the perspective of both businesses and consumers.

2020 52

2020 Insights B2C E-support 52

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? Retail TouchPoints) In 2020, revenue is critical. And one of the biggest factors contributing to revenue is customer loyalty. The research in the report found that almost two-thirds of consumers surveyed say their loyalty is hard than ever to keep.

2020 75

2020 Article Customer Service Touchpoint 75

Eptica

MARCH 11, 2020

Date: Wednesday, March 11, 2020 Author: Pauline Ashenden - Marketing Manager Customer Service in 2020: Reflect, Refocus, Reignite. Published on: March 11, 2020. This drop in performance has a clear impact on loyalty and profitability and, as we’ll see later on, this could be costing UK brands £33 billion a year.

2020 72

2020 Customer Service Customer Satisfaction Culture 72

ShepHyken

OCTOBER 5, 2020

Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Street Fight) The new consumer buying trends — and the business measures put in place to adapt to them — will likely become a permanent fixture even as the economy enters a recovery phase. Here are my top five picks from last week. by Chip Bell.

2020 66

2020 Article Customer Service Hospitality 66

TechSee

OCTOBER 21, 2020

Many companies have been forced to adapt their support models to meet consumer expectations for service delivery. Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits.

Customer Expectations 207

Customer Expectations 2020 Consumers Innovation 207

Optimove

DECEMBER 12, 2019

Optimove’s VP of Marketing, Amit Bivas , kicks off PostFunnel Summit with an overview of today’s consumer, marketer, industry and the overarching challenges we’ll be discussing throughout the day. Panel: Deconstructing the Modern Consumer. Modern consumers know what they want, and expect the brand to know it as well.

2020 69

2020 Travel Fashion Competitive Advantage 69

ShepHyken

OCTOBER 12, 2020

Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending. The author includes five customer loyalty strategies, the first one being empathy. Four proven ways to foster stronger customer loyalty by Liem Viet Ngo.

Article 79

Article 2020 Customer Service Loyalty 79

NetBase

JUNE 12, 2020

Digital consumer intelligence helps uncover how things will look, as well as trouble spots that shops should pay attention to during these early days of reopening. High Street shops, in particular, are nervously speculating if hesitant consumers will visit the new and socially distanced stores. We’ll take a look at all three!

Consumers 67

Consumers Social Media Retail Advertising 67