Kayako

MAY 13, 2022

In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. White papers. Blog posts. User guides.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. B2B marketing is about building lasting relationships; consumer marketing is about making an instant impression. Still unclear?

B2C 85

B2C B2B Marketing White Paper 85

West Monroe

MARCH 27, 2017

As the banking consumer grows more loyal, they no longer use multiple banks for their various financial services needs. If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. But 68% of consumers will not go back to a provider once they’ve left, and 80% of them believe the company could have done more to retain their business in the first place.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). Though companies lag behind in providing exceptional CX, there are simple ways to catch up and forge stronger customer connections. So how can brands keep up with the change? Dismissing the Human Factor.

2019 53

2019 Customer Experience White Paper Definition 53

Comm100

JANUARY 21, 2020

Whether the first connection with your lead happens on social media or your website, the right response time SLA will keep them on track to becoming a customer. Live chat users expect to be connected to an agent in a minute or less during online business hours. Free Download: Customer Engagement 2020 White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Comm100

JANUARY 21, 2020

Whether the first connection with your lead happens on social media or your website, the right response time SLA will keep them on track to becoming a customer. Live chat users expect to be connected to an agent in a minute or less during online business hours. B2B tends to expect responses within 1-24 hours.

Customer Journey 83

Customer Journey Social Media B2C Omnichannel 83

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

White Paper 45

White Paper Engagement 2015 Customer Experience 45

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. No Loyalty (low relative attachment and low repeat purchase). These new dynamics meant that traditional thinking about customer satisfaction, and even loyalty, also needed to change.

White Paper 60

White Paper 2007 Consulting Loyalty 60

Service Untitled

NOVEMBER 8, 2012

Medical and dental practices should provide their patients with positive customer experiences; after all aren’t we as patients still consumers who pay for services rendered either through our insurance companies or directly out of our debit accounts? photo by: The National Guard.

White Paper 53

White Paper Customer Service Magazine Hospitality 53

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Customer Loyalty Statistics. 42% of consumers say that they prefer live chat functions because they don’t have to wait on hold.

2020 90

2020 E-support 2018 Hospitality 90

Comm100

JUNE 7, 2016

According to the ICSC (The International Council of Shopping Centers), 78% of consumers still prefer shopping at a physical store. For example, if a customer finds out that they have been shopping at your store for years without receiving a loyalty card, she may be personally offended and decide not to come back. Price-check scanners.

Retail 41

Retail White Paper Customer Centricity Download 41

ShepHyken

MARCH 31, 2018

The 1979 study by the Technical Assistance Research Program , commissioned by the White House Office of Consumer Affairs, found that a complaining customer might tell 8-12 people about a negative experience they had with a business. Using the airplane’s internet, I checked to see if I would make my connection.

Social Media 87

Social Media Customer Service Marketing Airlines 87

Comm100

DECEMBER 8, 2017

on your website is unlikely to inspire lifelong loyalty, writing your customer a thank you letter is just the kind of personalized, thoughtful, and time consuming action that will inspire reciprocation — hopefully in the form of repeat business and word-of-mouth advertising. Thank You for Your Loyalty (Customer Retention).

Social Media 52

Social Media Return on Investment White Paper Customers 52

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base. Accessible.

2022 89

2022 Customer Experience Omnichannel White Paper 89

Comm100

JANUARY 19, 2017

Gauge how upset the customer is – if needed, offer the customer a care token, such as a discount, to show that you care about his or her loyalty and satisfaction. Don’t: Renounce connection to or responsibility for what happened. White Paper] The Guide to Becoming a Top Performing Live Chat Agent. Sincerely, John Doe.

Workshop 87

Workshop Customer Service Representative Events 2018 87

Comm100

JANUARY 19, 2017

Gauge how upset the customer is – if needed, offer the customer a care token, such as a discount, to show that you care about his or her loyalty and satisfaction. Don’t: Renounce connection to or responsibility for what happened. White Paper] The Guide to Becoming a Top Performing Live Chat Agent. Sincerely, John Doe.

Workshop 80

Workshop Customer Service Representative Events 2018 80

Comm100

NOVEMBER 2, 2017

Ultimately, by creating a dialogue with customers, the customer satisfaction survey can lead to a better customer experience in the future, and can actually increase customer loyalty and brand engagement. The customer has made a human connection with you, the customer service agent. Add a Personal Element.

Customer Satisfaction 64

Customer Satisfaction Feedback Customers White Paper 64

Beyond Philosophy

SEPTEMBER 13, 2016

Saying that today’s consumers and employees are ‘savvy’ is only scratching the surface of their awareness, sophistication, and levels of discrimination in identifying what is real and what is fake. Monetary Linkage Between Customer Experience, Loyalty Initiatives, and Advocacy Behavior. Be authentic, transparent, and honest.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers. In his 2010 book, Marketing 3.0:

Financial 144

Financial White Paper Books Airlines 144

Kustomer

AUGUST 4, 2023

Of the 1,000 “connections” you have across social channels or languishing in your contact list, how many do you know well enough to pick up your last conversation where it left off? As consumers, we know the onus is on us to establish contact and provide the context, each and every time we want to “transact” with a business.

Feedback 52

Feedback White Paper Insurance Omnichannel 52

Kustomer

SEPTEMBER 5, 2018

Read Our White Paper on the DTC Experience HERE. The Direct-to-Consumer (DTC) revolution is shaking the foundation of retail business. Those that can innovate, adapt, and bring a higher caliber of experience and smarter ways to buy using the vast amount of consumer and product data available will be the ones that succeed.

White Paper 60

White Paper Brands Customer Centricity Download 60

CSM Magazine

OCTOBER 16, 2020

You have to encourage their loyalty. According to a Global Consumer Banking Survey by Ernst & Young, consumers want to trust and engage deeper with banks, lenders, and credit unions. To build trust, engagement, and loyalty, financial institutions need to provide clients with the right content.

Customer Retention 52

Customer Retention White Paper Multi-Channel Social Media 52

Comm100

NOVEMBER 6, 2017

As of last year, at least 86% of Fortune 500 companies have an active Twitter account, and more than 50 million small businesses use Facebook to connect with consumers. As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows.

Social Media 61

Social Media Customer Service White Paper Airlines 61

Kustomer

AUGUST 30, 2018

Of the 100 or 1,000 “connections” you have across social channels or languishing in your ages-old contact list, how many do you know well enough to pick up your last conversation where it left off? Crucially, look after customers as individuals to optimize loyalty and reduce churn. Not many, if you’re anything like me.

Feedback 65

Feedback White Paper Insurance Omnichannel 65

SmartKarrot

JANUARY 7, 2022

But in an organization, the biggest challenge is that siloed teams cannot communicate effectively, disjointed systems do not connect, or a lack of strategy support from support. You can personalize strategies to increase customer loyalty and customer satisfaction. Accumulate case studies and white papers (B2B) .

2022 10

2022 White Paper Social Media Competitive Advantage 10

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Companies that fall into this mindset overlook the reason that social media exists in the first place – to give people a platform where they can communicate, connect, and engage with people (and companies!), It’s about making a connection.

Social Media 47

Social Media Customer Service Strategies Customer Service Download 47

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. Statista reports that 88% of consumers expect brands to have an online self-service portal. This allows users to ask questions, and the system can provide answers based on content from the knowledge base or connect them to that content so they can find answers. How-to instructions.

Customer Service 62

Customer Service E-support Article Document 62

Interactions

JANUARY 6, 2022

At Interactions, we have been working in AI in CX for nearly two decades and have witnessed this firsthand as business goals and consumer habits change. Read our white paper to learn more. Consumers will continue to evolve their expectations for customer care. AI alone is not a silver bullet.

2022 71

2022 Customer Experience White Paper Contact Center 71

Comm100

OCTOBER 17, 2017

Connect with the People You Serve. If a brand does end up actually responding, it’s usually after letting the user hang for an average of 10 hours , even though most consumers consider under 4 hours reasonable. This isn’t exactly a great connection. Increase Customer Loyalty. Download Now. Instagram has over 700 Million.

Social Media 50

Social Media Customer Service Download Customer Care 50