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

CSM Magazine

SEPTEMBER 11, 2019

Guest speaker is Claire Rowland , author of Designing Connected Products: UX for the Consumer Internet of Things. . Takeaway our ‘Radical Age of Uberization white paper’ , written in conjunction with Field Service News. Uberized’ consumers expect real-time transparency and control. Hear them discuss: ?

Innovation 45

Innovation White Paper Events Customer Satisfaction 45

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. White papers. A portal that connects to internal and public-facing knowledge bases. Fortunately, customers also like to help themselves. Blog posts. User guides.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

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

Tricia Morris

OCTOBER 22, 2015

When employees feel connected by and have the information and knowledge they need to immediately learn or begin doing their job, a higher level of engagement is set from the start. Employee uncertainty centered around three top items: (1) commitment to valuing employees, (2) benefits and compensation and (3) global information.

White Paper 104

White Paper 2015 Culture 2014 104

Customers That Stick

SEPTEMBER 18, 2014

Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are currently between 18 to 34 years old)? Focus on connecting personally, virtually. Know what they really value.

Loyalty Programs 133

Loyalty Programs Loyalty White Paper Social Media 133

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. And it allows them to truly know what customers (and employees) are doing, saying and feeling.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

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. B2B tends to expect responses within 1-24 hours.

Customer Journey 83

Customer Journey Social Media B2C Omnichannel 83

Hallmark Business Connections

AUGUST 11, 2021

Keep in mind that companies with strong omnichannel approaches have an average customer retention rate of 89% , while companies with weak omnichannel engagement retain only 33% of their consumers. In today’s crowded digital landscape, consumer attention comes at a premium price. It’s an invitation to connect.

Marketing 74

Marketing Magazine White Paper Social Media 74

Quadient

SEPTEMBER 28, 2020

Throughout the pandemic a broadband connection has been the only way for many of us to socialize, check on our loved ones, work and learn. . With all of the turmoil surrounding Covid-19 you might conclude that consumers would shy away from adding further uncertainty to their lives by switching providers. . Stephanie Clarke.

Customer Experience Management 52

Customer Experience Management Customer Experience Management White Paper 52

Team HGS

NOVEMBER 21, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. In short, 3D hologram displays take consumers ‘into the experience of living the product’. The technology needs to be more accessible and affordable for adoption by consumers and companies on a mainstream level.

White Paper 52

White Paper 2017 Customer Service Representative Consumers 52

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

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. One consumer packaged goods client being serviced out of the UK receives 71% of all customer interactions from digital channels, and only 29% from voice. consumers are happier than ever with the service companies provide.

2018 45

2018 White Paper 2014 Contact Center 45

CSM Magazine

SEPTEMBER 28, 2015

This session will review how Meineke leverages Consumer Management technology to deliver personalized engagements and enhanced experiences focused on motivating desired customer behaviors. These networking sessions enable brand marketers to connect with others who are facing similar challenges and opportunities. “We

White Paper 45

White Paper Engagement 2015 Customer Experience 45

Avaya

JANUARY 24, 2018

Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. appeared first on Avaya Connected Blog. In addition, they need to demonstrate that policies, procedures and management oversight of the MiFID II recording and monitoring rules are in place.

2004 46

2004 White Paper 2008 2006 46

Uniphore

JANUARY 21, 2022

What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys. Consumer expectations today are higher than ever. This adds greater confidence and continuity in the healthcare consumer experience. But does it have to be? Healthcare is no exception.

Healthcare 59

Healthcare Consumers Hospitality 2021 59

Bold360

NOVEMBER 16, 2016

Living inside their Messenger platform, M (Facebook Messenger’s virtual assistant) was billed as the next generation of how people connect and interact with the internet. Chat bots fit in perfectly with today’s “on demand” consumer. Click here and download our free white paper!

Customer Service 86

Customer Service White Paper Customers Brands 86

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

Clarivate

JANUARY 30, 2023

In a new white paper from Clarivate , Don’t let standards slip: How to prioritize your efforts when everything is essential, the European Telecommunications Standards Institute (ETSI) database showed that 36% of declared SEPs – 144,000 – were declared within the past two years.

White Paper 52

White Paper Telecommunications Automotive 2016 52

Beyond Philosophy

AUGUST 30, 2016

Unfortunately, satisfaction has been proven to have very little impact on, or connection to, actual customer behavior. The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration. Even total quality icon W.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

West Monroe

MAY 5, 2017

It is very time consuming and expensive to integrate back-end legacy technologies and if you try to do that in a point solution way, it will really inhibit your ability to be agile and responsive. My colleagues at West Monroe recently wrote an interesting white paper on this topic, about becoming a customer-centric bank.

Banking 40

Banking White Paper 2007 Financial 40

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Going back a couple of decades shows just how much decision-making weight is now represented by these two factors.

White Paper 60

White Paper 2007 Consulting Loyalty 60

SurveySparrow

APRIL 11, 2021

Someone who got recently introduced to your brand will trust your products more once they start consuming your content daily. . You need to connect with your prospective customers on multiple channels. You can try sharing customized email surveys to sign them up on your website/for your webinars with SurveySparrow. Try it for Free now!

Social Media 98

Social Media Metrics Webinar Demo 98

ProProfs Chat

NOVEMBER 29, 2019

They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. 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

Comm100

OCTOBER 8, 2016

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. White Papers. It’s no secret that exclusivity drives purchasing decisions —as mentioned before, consumers like to feel like unique individuals.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

LiveChat

NOVEMBER 16, 2018

Not many people make the connection to customer service when you talk to them about content marketing. Content may be of many different types – blog posts, videos, white papers, case studies, and more. While each content type has its pros and cons, the simplest type of content to create (and consume!)

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

Comm100

JUNE 7, 2016

According to the ICSC (The International Council of Shopping Centers), 78% of consumers still prefer shopping at a physical store. It’s better to have them return calls later or abandon a messy display than to disrupt the connection they are having with a customer in-person. But prevention doesn’t work 100% of the time.

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

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 86

2022 Customer Experience Omnichannel White Paper 86

Comm100

MAY 20, 2020

Today’s consumer wants choice. On the other hand, omnichannel intelligently connects every channel together and allows agents to manage them from a single, unified console. So why is it so important to connect every communication channel together? White Paper. Download Now.

Omnichannel 64

Omnichannel White Paper Customer Service Download 64

Comm100

MAY 20, 2020

Today’s consumer wants choice. On the other hand, omnichannel intelligently connects every channel together and allows agents to manage them from a single, unified console. . So why is it so important to connect every communication channel together? Free Download: Customer Engagement 2020 White Paper. White Paper.

Omnichannel 52

Omnichannel White Paper Customer Service Download 52

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. What’s better than a thank you letter to a customer on white paper?

Social Media 50

Social Media Return on Investment White Paper Customers 50

Comm100

NOVEMBER 2, 2017

The customer has made a human connection with you, the customer service agent. This is a good practice, unless your company’s survey is actually longer and more time consuming than you say it is. White Paper] The Guide to Becoming a Top Performing Live Chat Agent. Add a Personal Element.

Customer Satisfaction 62

Customer Satisfaction Feedback Customers White Paper 62

Comm100

JANUARY 19, 2017

Don’t: Renounce connection to or responsibility for what happened. If you have consumed one or many cans of our tuna with these expiration dates, you do not need to seek medical attention, but it is advisable to not continue the consumption. White Paper] The Guide to Becoming a Top Performing Live Chat Agent.

Workshop 86

Workshop Customer Service Representative Events 2018 86

Comm100

JANUARY 19, 2017

Don’t: Renounce connection to or responsibility for what happened. If you have consumed one or many cans of our tuna with these expiration dates, you do not need to seek medical attention, but it is advisable to not continue the consumption. White Paper] The Guide to Becoming a Top Performing Live Chat Agent.

Workshop 79

Workshop Customer Service Representative Events 2018 79

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. Customer Advocacy Behavior: Personal Brand Connection That is More Than Loyalty, Word-of-Mouth, or Recommendation.

Social Media 136

Social Media White Paper Multi-Channel B2C 136