Eptica

MAY 20, 2020

Categorie(s): Best Practice News Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. Share this page on: Tweet. You might also be interested in these posts: Customer service: why you can learn from the classics.

Customer Satisfaction 127

Customer Satisfaction 2020 Consumers Banking 127

Eptica

JANUARY 15, 2021

Categorie(s): News Trends & Markets The ongoing pandemic makes it difficult to predict the near-future. Tags: Customer Service Categories: News, Trends & Markets. To find out more, read the full post on our parent company Enghouse Interactive’s site. Share this page on: Tweet.

2021 72

2021 2020 Blog Consumers 72

Cyara

JUNE 12, 2020

I can’t wait to read that article as soon as I finish…” category of my work life. And, if you are anything like me, you make it to Friday realizing you never found your way back to all the articles and news you wanted to dive into but couldn’t find the time.

Article 67

Article Customer Experience Customers Contact Center 67

Eptica

MARCH 18, 2020

Categorie(s): News Best Practice Delivering superior customer service requires balancing resources and channels to meet the full range of consumer needs. Share this page on: Tweet. You might also be interested in these posts: Customer Service in 2020: Reflect, Refocus, Reignite. Keep Your Customers Amazed.

Interaction 79

Interaction Multi-Channel Customer Service 2020 79

Beyond Philosophy

APRIL 30, 2020

The Rational Animal model represents these feelings in the Immediate Physiological Needs category, much like Maslow. Using the new hierarchy, we can see that disease avoidance falls right into Self-Protection. Suffice it to say, there are a lot of categories of needs, and these categories can all be essential in different contexts.

Books 161

Books Consulting Healthcare Advertising 161

Forrester

AUGUST 31, 2015

The good news: No brands ended up in the very poor category. The bad news: none achieved excellent scores either. The vast majority of brands (80%) rated as just OK; 5% landed in the poor category, and 15% qualified as good. Read more Categories: APAC. Asia Pacific. B2B customer experience.

E Commerce 101

E Commerce Brands 2015 2016 101

Kustomer

MARCH 30, 2021

Are you someone who likes to learn new things? Well, we have great news for you! Today, we’re excited to announce the launch of our brand new learning management system, Kustomer University. Head to Settings > Feature Requests and select Training as your request category.

Workshop 98

Workshop Roadmap 2021 Customer Centricity 98

Strativity

JANUARY 6, 2023

Indifferent service is all too often the norm at fast-food chains, but with gloomy economic headlines dominating the news, Quick Service Restaurants (QSRs) need to create exceptional customer experiences to survive—and even thrive—during a recession. COVID triggered a forced acceleration of digital transformation across the QSR category.

2001 52

2001 Omnichannel Consumers Brands 52

Gainsight

NOVEMBER 30, 2023

The good news: Robots aren’t coming for our jobs. The good news? Let’s double-click into each category. In a world that prizes speed and efficiency, Gen AI promises to be the magical wand. But what does this really mean for CS teams? We polled over 400 CS professionals to find out.

2023 52

2023 2021 Customer Success Technology 52

Eptica

FEBRUARY 5, 2020

They want to engage with a brand that matches their views and aspirations so it is no surprise that some of the top scorers in this category are the likes of John Lewis and First Direct who focus on building trust and reassurance. Do they trust the organisation to deliver what they are looking for, beyond a simple product or service?

Customer Satisfaction 72

Customer Satisfaction 2020 2019 2015 72

Eptica

APRIL 8, 2020

Some findings were not new – for example, the 55+ age group was the most likely to pick up the phone, with 16-24 year olds the least likely to call. Categorie(s): News Digital channels are now a vital part of the customer relationship, across every sector. However, this doesn’t tell the whole story.

2020 79

2020 Customer Service Social Media 2025 79

Beyond Philosophy

MAY 9, 2024

Some people think this disparity is due to the rising consumption of cable news at the time. We were suddenly surrounded by information about crime all the time because the news became ubiquitous. So, as the information about crime became more available, we had more easily accessible examples.

Customers 78

Customers Information Advertising Reference 78

Lithium

DECEMBER 21, 2020

Here’s some good news to end your week: the Khoros Kudos Awards deadline has been extended to July 31st! This gives you four weeks to pull together your story and share your successes in the 11 award categories — including the crisis management category we added last month. Here are the 11 categories: Best-in-Class Care.

Events 52

Events Connections Customer Engagement Engagement 52

Eptica

OCTOBER 18, 2017

Author: Pascal Gauvrit Categorie(s): News Best Practice Trends and Markets Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. I’ll provide an update as we get nearer the deadline in 2018, explaining how we are ensuring compliance for both ourselves and our customers.

Customer Experience 88

Customer Experience 2017 2018 Consumers 88

Lithium

JULY 2, 2020

Here’s some good news to end your week: the Khoros Kudos Awards deadline has been extended to July 31st! This gives you four weeks to pull together your story and share your successes in the 11 award categories — including the crisis management category we added last month. Here are the 11 categories: Best-in-Class Care.

Events 52

Events Connections Customer Engagement Engagement 52

Eptica

MARCH 26, 2020

They are also the most impatient, with the highest percentage demanding answers faster than other groups in seven out of eight categories 45-54-year olds This group is extremely comfortable using the phone to contact brands – but appear to be pressed for time - 73% would hang up if they don’t get their problem solved in 15 minutes.

Social Media 72

Social Media 2020 Brands Customer Journey 72

Wootric

JANUARY 6, 2021

As we begin this new year, we want to share some great news. . Wootric now delivers the fastest ROI in the Experience Management category on G2. Today we’re excited to announce that Wootric is joining InMoment, a market leader in customer and employee experience.

Innovation 105

Innovation Net Promoter Score Chief Customer Officer 2021 105

Chadwick Martin Bailey

JUNE 25, 2020

The framework is relatively similar across industries, categories, and products, and typically includes a heavy focus on the actions a consumer takes towards their final purchase. The words may differ however the research typically covers: Trigger : A need or want emerges moving you to a more active state in the category.

Apparel 52

Apparel Consumers Sports Insights 52

Eptica

DECEMBER 18, 2019

Categorie(s): Best Practice News Christmas is nearly upon us and children all around the world are eagerly awaiting the sound of sleigh bells and the arrival of Father Christmas with his sacks of presents. Share this page on: Tweet. You might also be interested in these posts: Taking stock of customer service in 2019.

Customer Service 63

Customer Service 2019 Presentation Consumers 63

C Space

JUNE 16, 2020

Pet food brands Blue Buffalo, Purina and Nestlé owned 70% of category pageviews on Amazon in the January to April 2020 period. This year’s Reuters Institute Digital News Report comes in the midst of a global health pandemic whose economic, political, and social consequences are still unfolding. million more transactions.

2020 52

2020 Brands Social Media Advertising 52

Oracle

AUGUST 27, 2020

” The awards consist of 16 categories honoring customer experience excellence across marketing, sales, service, and commerce. Finalists: Bonnier News. The New York Times. Bonnier News. According to Tarkoff, “The Markie Awards were created in 2007 to celebrate achievements in digital marketing.”

2020 75

2020 2007 ROI Airlines 75

Beyond Philosophy

DECEMBER 19, 2017

Ten-thousand respondents ranked brands’ Customer Experience based on six categories. The Bad News. The Good News. This is especially good news for my company as we still work in the UK. These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Time and Effort.

2002 153

2002 2017 Customer Centricity Consulting 153

Gainsight

MARCH 31, 2020

Keep tabs on important customer news and milestones . Use the Company Intelligence feature in Gainsight to track news about your customers related to funding, executive appointments and departures, new product launches, etc. Category 2: Companies not in Category 1 or 3—the messy middle! and push them to Slack.

Customer Success 85

Customer Success E Commerce E-support NPS 85

Optimove

MAY 26, 2020

The good news is that one-timers can become a goldmine if you identify them appropriately, treat them right, and communicate correctly. Product category. Such as the day the first order, the first product category ordered, and order amount thresholds. Meaning, they will churn on you. Gloomy, huh? Total spend amount.

Download 78

Download Communication Metrics Loyalty 78

Beyond Philosophy

SEPTEMBER 14, 2023

However, the news in this area of AI is that these programs are mixing with predictive analytics and generative AI, which changes how organizations can automate workflows. Personalized Customer Journeys: Kihlstrom says this AI doubles down on all the above categories. Organizations have been using this type of AI for decades.

Presentation 88

Presentation Customer Journey Measurement Definition 88

Eptica

MARCH 13, 2019

Categorie(s): Best Practice News The General Data Protection Regulation (GDPR) has had an enormous impact on every organization operating in the European Union. Share this page on: Tweet. You might also be interested in these posts: The importance of AI to balancing customer service resources.

Customer Experience 76

Customer Experience 2019 Document Consumers 76

Eptica

JANUARY 9, 2019

Categorie(s): Best Practice News As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned. Share this page on: Tweet. You might also be interested in these posts: How good is Santa at Customer Experience? How CX is central to Digital Transformation.

2018 89

2018 Blog Average Handle Time 2019 89

BirdEye

NOVEMBER 14, 2022

Mail), a news branch, and a directory of websites organized by topic categories. A Yahoo Business Listing is an online directory that helps customers find your business based on location and category. You can also add categories, hours of operation, photos, and other details. About Yahoo! The company, Yahoo!

2017 98

2017 2022 Metrics Management 98

Gainsight

MAY 4, 2023

They shared data-driven SDR tips on Linkedin to create thought leadership and conversations around their revenue intelligence category. Being data-driven is old news; you need to be able to take the data and act on it. “We The good news is that the data is there, and companies must invest in making this data accessible and actionable.

B2C 52

B2C Roadmap Books Travel 52

Eptica

JANUARY 16, 2019

Categorie(s): News Trends & Markets As we move into 2019, businesses are having to cope with unprecedented uncertainty. Share this page on: Tweet. You might also be interested in these posts: Reviewing 2018 – our top 10 blog posts from the year. How good is Santa at Customer Experience? How CX is central to Digital Transformation.

2019 71

2019 Consumers Brands Social Media 71

Eptica

MAY 6, 2020

Categorie(s): Best Practice News The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example. Share this page on: Tweet. You might also be interested in these posts: Caring for your customers during COVID-19. Turning the COVID-19 crisis into an opportunity.

Banking 79

Banking Customer Service Social Media 2020 79

Beyond Philosophy

OCTOBER 12, 2017

This news is ideal for retail, a sector repeatedly told they are the Beta Max or Laser Disc of tomorrow’s commerce preferences. Here are some other highlights from the report pertinent to retail venues: The respondents ranked online sites higher for product availability and variety of selection in these three categories (e.g.,

Fashion 130

Fashion Retail Multi-Channel 2017 130

NetBase

FEBRUARY 26, 2020

News articles. There’s lots to be said for having an overarching sense of your category – and most businesses do. And nothing pops quite as well as a visual representation of a category. We do this by aggregating and analyzing social media, customer reviews, product reviews, forums, blog posts, news articles and so much more.

Consumers 67

Consumers Brands Social Media Marketing 67

Beyond Philosophy

JANUARY 17, 2018

We compartmentalize resources, including money, time, and experiences, into categories and we treat them differently. Based on this example you can see that when it comes to good news in a Customer Experience, you should find ways to let it trickle out as you go in an experience.

Entertainment 125

Entertainment Workshop Customers Consulting 125

Lithium

MAY 18, 2021

Here’s some good news to start your week: the Khoros Kudos Awards deadline has been extended to Friday, June 4! This gives you an extra week to pull together your story and share your successes in the 12 award categories. Best-in-Class Care. Best-in-Class Community. Best-in-Class CX Insights. Best-in-Class Marketing. The Accelerator.

Social Media 52

Social Media 2020 Events Connections 52

Lithium

MAY 17, 2021

Here’s some good news to start your week: the Khoros Kudos Awards deadline has been extended to Friday, June 4! This gives you an extra week to pull together your story and share your successes in the 12 award categories. Best-in-Class Care. Best-in-Class Community. Best-in-Class CX Insights. Best-in-Class Marketing. The Accelerator.

Social Media 52

Social Media 2020 Events Connections 52

ShepHyken

SEPTEMBER 10, 2023

How To Strengthen Customer Retention After Virality by Angus Knights (Spiceworks News & Insights) A viral moment quickly leads new and returning shoppers to the brand’s site to check out the product(s) they have seen in action from their favorite creators or influencers on social media.

Article 80

Article 2023 2028 Customer Service 80