C Space

APRIL 6, 2020

The Brand Move Roundup – April 6, 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. AWMH has pledged $100,000 to this fund,” stated the group.

2020 52

2020 Brands Hospitality Healthcare 52

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. What really stood out is which brands were pulling off these feats. Travel brands have featured less heavily among the winners, this year, than ever before. The program is actually called, ‘ Voxi Drop ’.

Magazine 52

Magazine Loyalty Innovation 2020 52

Optimove

MARCH 29, 2022

On the official PR we say how “the acquisition furthers Optimove’s efforts to expand the native messaging capabilities of its Customer Relationship Management (CRM) Marketing platform, which empowers brands to connect with existing customers and deliver personalized multichannel journeys, at scale.”. Again, this is perfectly accurate.

Marketing 59

Marketing Multi-Channel Sports Telecommunications 59

CSM Magazine

SEPTEMBER 24, 2019

However, the insurance sector could answer just 46% of all queries asked via the web, email and social media, trailing the other industries (food retailers, fashion retailers, banking and travel) evaluated in the overall study. Accuracy of response improved on every channel except email, which nearly halved since 2017.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Oracle

OCTOBER 3, 2019

What if your brand could use the data you have about customers to better target them with intent-based responses? When Bank of Guam established a multi-channel platform that offered a 360-degree view across their lines of service, it became easier to integrate predictive analytics to better respond to customers’ needs.

Financial 56

Financial Banking Multi-Channel Travel 56

Happy or Not

OCTOBER 24, 2023

Experiential retail Thanks to technology, retailers can now connect with consumers through traditional media channels and their day-to-day lifestyle activities. This means staying connected to customers as they travel, buy groceries, shop for clothing, or attend some kind of events like movies and concerts.

2024 36

2024 Retail E Commerce Multi-Channel 36

Qualtrics

FEBRUARY 16, 2021

Listen to how travel and hospitality organizations are reimagining the guest experience. Vaccinations give travelers hope and a sigh of relief to the entire industry but this will take time, and even still hospitality and travel businesses should be aware of the current trends that may affect them: Guests are more safety-conscious .

Guest Experience 49

Guest Experience 2021 Hotels Hospitality 49

OpinionLab

JUNE 17, 2016

However, closer examination of industry-level detail reveals that this figure is largely being propped up by continuing relatively high COIs in sectors such as financial services (755), insurance (497) and multi-channel retail (513).

E Commerce 74

E Commerce Multi-Channel 2015 Telecommunications 74

Win the Customer

NOVEMBER 14, 2016

These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media. Smart brands have embraced the concept of social customer service and know that it makes sense to engage with their customers, right there on social media. A stream of new ideas.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Oracle

DECEMBER 3, 2019

. “Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017,” according to Gartner. Change #3: Multi-channel support is now the rule.

2020 51

2020 Social Media Multi-Channel Retail 51

SurveySparrow

DECEMBER 18, 2023

Here are some features that’ll make you feel secure: Multi-layered Access Control: Granting various access levels ensures that only authorized personnel can handle sensitive health data. Transmission Security: Your data travels safely with a unique code, ensuring it reaches its destination securely.

Healthcare 52

Healthcare Multi-Channel Document Social Media 52

Currency Alliance

MARCH 28, 2023

It also implies that the customer can do this quite easily and freely, across a large proportion of a brand’s inventory, in its primary commerce channels. Over the past 3-4 years, brands with loyalty programs have been more focused on offering members new ways to redeem points and obtain interesting rewards.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

NetBase

JULY 9, 2020

The level of intensity they create rivals that of the Beatles, with fans swooning virtually as well as in person, generating seismic shifts in brand awareness for those lucky enough to take advantage of this trend. From music to fashion; travel to KPOP inspired burgers , the conversation is all a-flutter over this Korean Pop Culture.

Apparel 56

Apparel Fashion Social Media Multi-Channel 56

Avaya

JANUARY 3, 2017

I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. What if I told you that the customer experience is not necessarily about the channels you implement? From Servicing Channels to Channeling Your Customers.

Multi-Channel 52

Multi-Channel Travel Customer Journey Contact Center 52

Currency Alliance

JUNE 11, 2017

From the customer perspective, it amounts to a Revolution – where brands are finally giving into what has been a ‘peaceful demonstration’ gaining momentum for several years – namely that it is too difficult to accumulate much value among so many incompatible loyalty point currencies/programs – so consumers quit.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Travel 52

Beyond Philosophy

JUNE 1, 2015

This is good for Amazon (estimates are that members spend more than four times more with Amazon than non-members), its customers, and its suppliers, who also get access to Prime customers and the positive rub-off of affiliating with a trusted brand. Maximize Difference Between Perceivd Value and Real Cost.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Thunderhead

JULY 15, 2019

Each individual journey then forms naturally, across channels and along the path of ‘least effort’. Covering the full breadth of customer channels and touchpoints (virtual and physical), the potential opened up by an Intent-Driven Journey approach is significant. And equally, the travel provider enjoyed significant upsell.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

COPC

MAY 22, 2018

This report is the third volume to be released in the CXMB Industry Insights series, coming on the heels of reports focused on travel and hospitality and the retail industry. The report covers a broad range of topics, from multi-channel service experiences to channel preferences and perceptions about service quality.

Financial 40

Financial Insights Multi-Channel 2017 40

Bold360

AUGUST 20, 2017

in your brick-and-mortar store or the person who picks up the phone to soothe a frustrated caller, this moment is essential for building brand loyalty and creating a CX tailored to satisfy customers. The fact is that bad news travels fast. Multi Channel Fluidity. Here are 8 elements of first call resolution success: 1.

Multi-Channel 45

Multi-Channel Call Center Average Handle Time Customer Satisfaction 45

Beyond Philosophy

NOVEMBER 28, 2017

If you don’t order dessert (we didn’t, because we were too full from the appetizer and main course), the waiter brings a multi-drawer red Peruvian jewelry box. One experience that stood out was our dinner at Restaurant R’evolution at the Royal Sonesta Hotel in the French Quarter. It’s cost-free, delightful and memorable.

B2C 83

B2C E Commerce Banking 2005 83

LiveChat

SEPTEMBER 23, 2016

Over the past few years, the basic process of planning a marketing strategy has been more or less the same, with only a few minor tweaks brought about by advanced tools and newer (digital) communication channels. For starters, your perception of your product or brand is different from your customers.

Marketing 57

Marketing Multi-Channel Events Communication 57

Smith+co CX

MARCH 20, 2014

As we are all realising however, we’re having to completely re-think this approach since the continued growth of digital and social channels means the customer (a bit like those pesky electrons) can exist in several places at once. And this is very similar to the multi-channel customer journey that we are seeing today.

Multi-Channel 51

Multi-Channel Customer Experience Hotels Customer Journey 51

Chattermill

MAY 12, 2019

We found that the New Gold Standard delivers practical advice that leaders can apply to their CX program, even if their brand is far from luxurious. Pennington doesn’t dive into things like cross-channel alignment or journey mapping. Made in America by Sam Walton. What do your customers hate?

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

NICE inContact

SEPTEMBER 13, 2017

hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017. So guests receive swift attention and a more complete experience via any contact channel, at any time of day. Trends continue to show highest U.S.

Contact Center 49

Contact Center Customer Experience Hospitality Hotels 49

NICE inContact

SEPTEMBER 13, 2017

hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017. So guests receive swift attention and a more complete experience via any contact channel, at any time of day. Trends continue to show highest U.S.

Contact Center 48

Contact Center Customer Experience Hospitality Hotels 48

Storyminers

MAY 16, 2016

our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. Don’t sell me a tube map app, that then doesn’t have uptodate travel information on.

Retail 45

Retail 2016 Multi-Channel Travel 45

SuiteCX

FEBRUARY 13, 2015

6 Overall navigation patterns in travel remain complex, right up until the moment of purchase. Can be correlated with other channels such as email. 11 With such a large amount of information posted on social media sites it is highly likely that someone will be talking about your brand somewhere.

2015 40

2015 Customer Experience Social Media Multi-Channel 40

Avaya

MARCH 24, 2017

Looking back five years ago, 92% of organizations were already working to integrate multiple interaction channels —call it multi-channel, omnichannel, digital transformation—to deliver more consistent, contextualized experiences. Customer Experience is the Entire Brand Journey. The needle is moving in the right direction.

Multi-Channel 53

Multi-Channel Contact Center Omnichannel Customer Journey 53

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. As in – what’s the difference between B&W four channel TV of old, and the app based, multi-screen TV series binging many of us now indulge in? Related Stories How Many Channels Make An Omni-Channel Omelette?

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. As ever, it’s worth emphasising that customers become loyal to a brand because of two things: value and/or experience.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Bold360

DECEMBER 4, 2016

According to Zendesk’s 2014 Benchmark report , customer service rankings dropped to their lowest during the holiday season, with the travel industry experiencing the largest -7 point drop, the most drastic in comparison to all other industries. Provide Multi-Channel (or Better yet, Omni-channel) Support.

Call Center 56

Call Center Travel Multi-Channel White Paper 56

Grade.us

SEPTEMBER 14, 2021

TripAdvisor reaches 60 percent of all worldwide travelers purchasers What about the other 40 percent? Research shows that 74 percent of all travelers use TripAdvisor in some fashion to plan their trip. If you’re running a travel business, focus your attention on TripAdvisor. Reading Time: 6 minutes. Google accounts for 57.5

Travel 26

Travel Social Media Books Multi-Channel 26

Grade.us

APRIL 19, 2019

People are more connected than ever, and information travels fast. Another survey found 70% of people change their perception of a brand after they read their reply. 41% say that responses make them feel that the brand cares about them. 35% say it shows excellent customer service, and 22% say it makes the brand trustworthy.

Social Media 24

Social Media Multi-Channel 2017 Blog 24

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

JULY 12, 2019

Outstanding brands create connections between customer needs and their solution. These four channels MUST outperform other sources of MRR. They don’t just offer you the opportunity to shift your travel dates by two or three days. Multi-Channel Communication. Do you need to improve team communication? Check Slack.

Customer Success 75

Customer Success Roadmap Metrics User Experience 75

SmartKarrot

JULY 30, 2021

A thought-out CS plan will ensure you travel with the customer right through his journey with you by. This will also help you up your NDR (Net Dollar Retention) Lifetime value: Referred to as customer LTV, keeping a high LTV score will help you reduce new user acquisition expenditure and build brand advocacy.

Customer Success 10

Customer Success Net Promoter Score Multi-Channel Metrics 10

Optimove

MAY 25, 2023

Telecom brands, for example, are increasingly realizing the value of nurturing existing relationships, cultivating loyalty, and fostering repeat purchases. By focusing on customer retention, you reduce churn and flip one-time buyers into loyal brand advocates. Sure, acquisition is absolutely necessary; that much is clear.

Multi-Channel 52

Multi-Channel Customer Journey Mapping Touchpoint Customer Retention 52