Eptica

MAY 15, 2019

Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Author: Pauline Ashenden - Marketing Manager If you don’t build consumer trust in your brand, you risk undermining customer loyalty and damaging sales revenue. A good example is in the insurance sector.

Consumers 66

Consumers Automotive Insurance 2019 66

CSM Magazine

SEPTEMBER 24, 2019

Poor performance and focus on social media damages trust and risks future revenues. Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Eptica

JULY 12, 2017

Date: Wednesday, July 12, 2017 Are insurance companies meeting the CX quality expectations of today’s consumers? This is equally true, whatever sector you operate in as shown by the findings of Eptica’s 2017 Insurance Customer Conversations study. What do consumers expect? What are insurers delivering?

Insurance 49

Insurance Consumers 2017 Social Media 49

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. Implementing effective retention strategies has been proven to increase loyalty and reduce churn.

Customer Service 164

Customer Service Social Media Telecommunications Customer Retention 164

ShepHyken

AUGUST 14, 2020

Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand. Consumer experience involves all the interactions, everything including TV ads to the monthly statement. In 2017, insurance firm John Hancock offered Apple Watch to its life insurance policyholders at a discounted rate.

Customer Experience 129

Customer Experience Social Media Insurance Entertainment 129

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Recent research from Fujitsu points to insurance being next in line for digital disruption. In many markets insurers are already under pressure due to rising costs and more demanding consumers.

Insurance 60

Insurance Transportation 2016 Contact Center 60

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CSM Magazine

JANUARY 13, 2022

Social media has evolved into a whole new world in itself. For businesses, the entire customer pool is available through social media. In fact, most consumers base their buying decisions on product promotions, reviews, and demonstrations available on social media in this social media-driven world.

Customer Service 52

Customer Service Social Media Customer Service Representative Insurance 52

Chadwick Martin Bailey

JUNE 11, 2020

REDEFINE LOYALTY & PARTNERSHIP. Loyalty is a relationship—a two-way street. For years, brands have worked to develop a large following of consumers who are loyal to their product/service, but now is the time for brands to show their loyalty and commitment. Recorded Thursday, May 28, 2020.

Insurance 77

Insurance Webinar Loyalty Consumers 77

Retently

MARCH 14, 2023

By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Product Reviews vs. NPS Surveys: Key Differences Both product reviews and NPS surveys provide valuable insights into how consumers perceive a company’s products.

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

Eptica

JUNE 7, 2017

Date: Wednesday, June 7, 2017 How the insurance sector is failing to rise to the digital CX challenge. Competition is rife and customer loyalty is declining with consumers keen to shop around to find the best deals. The one weapon that insurance brands can wield to meet the challenge is customer experience.

Insurance 49

Insurance 2016 2017 Consumers 49

ReviewTrackers

MARCH 24, 2021

80 percent of consumers would switch financial institutions for a better experience. Therefore, to improve customer retention in banking, organizations must focus on becoming more customer-centric — and delivering experiences that wow, delight, and inspire loyalty. Evaluate loyalty and satisfaction. More on this later.).

Banking 123

Banking Customer Retention Customer Experience Financial 123

Hallmark Business Connections

MARCH 16, 2021

And there’s no denying the collective wealth of the Baby Boomer generation: At 73 million strong , the 50-plus segment of shoppers commanded more than half of all consumer spending pre-pandemic. And even though the pandemic caused many consumers to tighten their belts, Boomers were the least likely to report financial insecurity.

Marketing 98

Marketing Social Media Retail Insurance 98

SurveySensum

JANUARY 25, 2024

Over 9 in 10 consumers trust recommendations from friends and family over anything else. In the Insurance business, target satisfied policyholders with positive claims experiences or multiple policy renewals, as they are more likely to refer others seeking reliable and trustworthy insurance coverage.

Reference 52

Reference Insurance NPS Demo 52

BirdEye

FEBRUARY 15, 2023

Dentists and dental practices are increasingly turning to social media as a way to connect with patients, promote their services, and grow their businesses. Social media marketing provides dentists with an effective platform for connecting with potential customers and building relationships that will last.

Social Media 96

Social Media Entertainment Connections Download 96

ReviewTrackers

APRIL 1, 2019

80 percent of consumers would switch financial institutions for a better experience. Therefore, to improve customer retention in banking, organizations must focus on becoming more customer-centric — and delivering experiences that wow, delight, and inspire loyalty. Evaluate loyalty and satisfaction. More on this later.).

Banking 89

Banking Customer Retention Financial Seminar 89

Chadwick Martin Bailey

FEBRUARY 18, 2020

They totally get their family consumer. In Qualitative research we apply new methods, and tell vivid stories: Leverage technology that meets consumers where they are. Try social media to recruit participants. Social media can engender strong connections quickly, and shorten the time needed for finding great participants.

Brands 52

Brands Social Media Customer Centricity Workshop 52

TechSee

OCTOBER 29, 2019

Consumers are happy to embrace innovation, but their priorities are dependability, consistency and simplicity. They must then take steps to enhance the customer experience to the point where an effortless experience is being provided and long-term customer loyalty is being built. Customers demand simplicity.

Net Promoter Score 95

Net Promoter Score Effort Score Contact Center Customer Journey 95

Call Experts

JULY 27, 2023

In fact, 97% of customers report that customer service is a significant factor in their choice of loyalty and brand advocacy. They’ve ensured timely assistance, fast issue resolution, and personalized interactions through phone, email, chat, and social media. In addition, they help build trust and address customer concerns.

Call Center 52

Call Center Customer Service E Commerce E-support 52

inQuba

JUNE 22, 2023

The frustrations of the pre-AI era have led to customer churn, negative word-of-mouth, decreased loyalty, increased support costs, and ultimately a competitive disadvantage. Insights formed the basis of important customer strategies that would improve experiences and grow loyalty over time.

Customer Experience 52

Customer Experience Customer Journey Competitive Advantage Customer Centricity 52

Thematic

SEPTEMBER 12, 2021

Through comments in customer feedback surveys, social media conversations, call center dialogue, etc., Customer loyalty Customer loyalty is similar to customer retention, but think of loyalty as the souped-up version of retention. So you don’t want to just know your customer loyalty scores. NPS, CSAT, CES.it

Metrics 117

Metrics Feedback NPS Loyalty 117

Eptica

MAY 29, 2019

Consumers want to buy from brands that they feel understand their needs, respect their time and deliver on their promises. We’ve found that 89% of consumers said that they would stop buying from a brand if trust broke down or would spend less than before. Trust is particularly important to the retail sector.

Retail 56

Retail Fashion 2017 2019 56

Clarabridge

OCTOBER 23, 2015

Social media has made it easy for people to vent about bad service. They deal with a high volume of messages on social media on a daily basis and are looking for ways to effectively handle the workload. should truly lead the way to ensure they’re at the forefront of customers’ social media spheres.

Customer Service 64

Customer Service Transportation Social Media Hospitality 64

Beyond Philosophy

APRIL 18, 2017

Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years. And 58 percent of loyalty members don’t even use the programs they signed up for. For cosmetics and shoes, almost everyone did.

Sales 124

Sales Loyalty Programs Consulting Loyalty 124

Service Untitled

NOVEMBER 22, 2010

California PPOs received low ratings for various quality measures – especially customer service according to a new report released by the state’s Department of Insurance. Most people agree that when it comes to customer service and satisfaction, health insurance companies are indeed in a coma. photo credit: cote.

Insurance 46

Insurance Customer Service Hospitality Social Media 46

Alida

SEPTEMBER 22, 2016

Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Super important point – authenticity drives loyalty #vcsummit. According to Vanderbilt, social media and our sharing economy have transformed how people’s tastes are influenced by others. broadcast still rocks!

2016 267

2016 Innovation Marketing Insights 267

ReviewTrackers

JUNE 7, 2017

This type of experience was unique and part of a new type of consumer culture. Social media platforms and online review sites have given consumers the opportunity to voice their opinion online – for any consumer to read. Customers’ high expectations about their experiences are good for companies.

Customer Experience 79

Customer Experience Marketing Customer Journey Mapping Banking 79

CSM Magazine

OCTOBER 6, 2022

Founded in 1990 and headquartered in Fort Lauderdale, Florida, ResultsCX helps its clients deliver exceptional customer experiences across multiple channels, including voice, self-service, webchat, and social media. ResultsCX’s clients are in health insurance, media, telecommunications, retail, technology, and financial services.

2008 52

2008 Entertainment Multi-Channel Telecommunications 52

BirdEye

MAY 4, 2021

Technological advances have enabled quick and seamless experiences for consumers across different industries. Consumers are accustomed to getting seamless experiences in most aspects of their lives. That results in increased patient loyalty, greater retention, and higher new patient acquisition.

Healthcare 104

Healthcare Marketing Social Media Insurance 104

BirdEye

APRIL 19, 2023

Social media management Many companies need help when it comes to social media, especially with the number of platforms available. But, you don’t need to be a TikTok star or Instagram influencer to be able to navigate the business side of social media. This can help build customer loyalty.

2023 97

2023 Social Media Consulting Events 97

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. Live Chat Customer Loyalty Statistics. 16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms. 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

Quadient

JULY 25, 2022

Examples of interactions include contacting customer service, creating an online account, paying an invoice or making a purchase or interacting with a brand on social media. . Today consumers use an average of almost six touchpoints, with 50% regularly using more than four.”. Identify unnecessary touchpoints. 80% (McKinsey).

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Insurance 52

BirdEye

DECEMBER 12, 2022

Over 90% of marketers use social media as part of their marketing strategy because they know it’s a powerful tool. However, coming up with social media post ideas can be challenging and time-consuming. To help you get started, here are 20 simple social media post ideas you can use today.

Social Media 98

Social Media Marketing Events Culture 98

Eptica

JANUARY 24, 2018

In many cases a company may not even know that a consumer has chosen to switch, until it hits their bottom line. According to the Temkin Group, 22% of consumers reduced their spending with a brand after a bad experience - and nearly one in five (19%), completely stopped doing business with the company. Consumer research bears this out.

Multi-Channel 49

Multi-Channel 2018 2017 Airlines 49

TechSee

FEBRUARY 12, 2018

Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. Mantis Vision.

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. Mantis Vision.

2018 84

2018 Customer Service Multi-Channel Document 84

Eptica

JUNE 24, 2016

In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). This has a positive impact on their brand reputation, not just attracting new customers but reinforcing loyalty with existing ones.

ROI 50

ROI Customer Experience 2016 Airlines 50