2020 Research

OCTOBER 18, 2022

Schlesinger Group recently presented a webinar on the topic of consumer-packaged goods counter trends for a recession. The webinar was hosted by: Stan Sthanunathan – Retired Executive VP of Consumer and Market Insights at Unilever. Consumer packaged goods companies express concerns over imminent recession and economic downturn.

Trends 52

Trends Social Media Consumers Groups 52

ReviewTrackers

APRIL 21, 2021

They are also a major reputation factor and a key source of information for consumers. Building consumer trust in banking and financial services. According to an IBM survey , only 43 percent of consumers trust the insurance industry. In fact, the lack of trust in insurance providers has remained above 50 percent since 2007.

Banking 65

Banking Financial Insurance Social Media 65

SurveySensum

SEPTEMBER 8, 2023

They found that on average, a consumer is valued at $210 to Dell. Utilizing Promoters as Brand Advocates Identify Detractors Prevent Churn NPS as a Tool for Continuous Improvement NPS 3.0: Between 2007 and 2011, Apple’s NPS soared from 58% to an impressive 72%. Now coming back to the topic of NPS impact on revenue.

NPS 52

NPS ROI Social Media Effort Score 52

SurveySensum

JUNE 4, 2024

A market research tool is a platform that helps businesses and researchers collect, analyze, and interpret data about markets, consumers, competitors, and industry trends. Founded in 2007 by Friedrich Schwandt, Statista offers comprehensive statistics and studies on over 80,000 topics across a wide range of industries and markets.

Tools 52

Tools Marketing Analysis e-support 52

TechSee

OCTOBER 23, 2018

I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. consumers abandoned a brand due to lack of personalization and trust. Thanks for calling our Hotel. How may I help you? Vs. Good morning, Laura. Are you calling to make another reservation?

Tools 157

Tools Customer Service Chatbots How To 157

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Adam Toporek. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Adam Toporek. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ReviewTrackers

JUNE 2, 2017

The ability to deliver trust-based customer experiences is one of the biggest challenges facing providers, brands, and organizations in insurance. According to IBM , only 43 percent of consumers trust the insurance industry. In fact, this lack of trust in insurance providers has remained above 50 percent since 2007.

Insurance 56

Insurance Customer Success Social Media Customer Centricity 56

Customer Guru

JANUARY 3, 2018

Our Chairman and Founder, Dr. Kishore Kumar, a highly qualified and globally felicitated doctor and a specialist neonatologist, saw that maternal mortality outcomes, newborn health policies, and consumer satisfaction were very poor in India. This made a huge change from how you look at digital media as a driver for word of mouth.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

ReviewTrackers

JANUARY 1, 2018

But the point is this: online reviews and ratings heavily influence consumers’ purchase decisions. According to Cone Communications, 4 in 5 consumers will reverse a purchase decision after reading negative reviews. Online Review Websites Your Business Should Track. million accommodations, restaurants, and attractions. Trustpilot.

Automotive 109

Automotive Hotels Travel Healthcare 109

Comm100

FEBRUARY 6, 2018

Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Social Media Software with Integrated Social CRM. Business Seeks PR Software to Monitor Brand Across All Media. Business Seeks Powerful Email Marketing Automation Tool. Company Seeks Tool for Advanced Marketers. Freelancers.

Software 106

Software Customer Engagement Engagement Omni-Channel 106

Beyond Philosophy

JANUARY 19, 2015

According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Consumer motivation research (“On Brands and Word of Mouth”, Journal of Marketing Research, August, 2013), conducted by several professors at U.S. consumers, compared to 3.7

Automotive 60

Automotive Marketing Sports Social Media 60

BirdEye

DECEMBER 4, 2020

In the last decade and a half, we’ve seen a dramatic shift in consumer habits. It all started with the release of the iPhone in 2007. An angry customer can leave a bad review, post a critical social media post, or spread negative word-of-mouth. Why does this matter for businesses?

Chatbots 95

Chatbots Touchpoint Social Media Customer Expectations 95

Talkdesk

NOVEMBER 1, 2016

According to a recent survey , nine out of 10 consumers would like to be able to use messaging to communicate to businesses — both from and to them. From the moment they hear about your brand to every interaction before and after a sale, this is your customer taking a journey with your brand.

Social Media 40

Social Media Contact Center Software Customer Journeys Communication 40

Martin Hill-Wilson

MAY 27, 2015

There is a ton of it: from government level, to research firms to individual brands using research to prove a market demand. Over a quarter ( 27%) of internet users regularly watches TV or films online, compared to one in ten in 2007. The use of social media has tripled since 2007. Social feeds.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

Qualtrics

JUNE 27, 2019

Organizations are judged by the experiences they deliver across the 4 core pillars of business – customer, product, employee, and brand. X-­data comes from things like customer feedback, Net Promoter Score, product reviews, brand preference, and employee engagement. At Qualtrics, we call this the experience gap. Where to listen.

Net Promoter Score 46

Net Promoter Score Survey Study Retail 46

ReviewTrackers

JANUARY 18, 2018

Not only do reviews have the potential to either attract or drive away customers; they are also a major reputation factor and a key source of information for consumers as they determine whether or not to trust a provider. Building consumer trust in banking and financial services. Harnessing online reviews. Lending Tree.

Banking 17

Banking Financial Insurance Brands 17

Smith+co CX

MARCH 10, 2014

The danger is that we can all too easily focus on the widgets and whistles and forget how humans actually make decisions – through their emotional connection with a brand. Here are a few things to think about: Be clear about your brand purpose. Yet most brands don’t do it, or do it badly. Be Holistic.

Multi-Channel 59

Multi-Channel Customer Experience Social Media Technology 59

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!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Magellan Solutions

JULY 11, 2022

Before the COVID-19 Global Pandemic, the world experienced the Global Recession during the years 2007-2009. Some iconic brands like IBM, Apple, and Cisco were impacted, but many startup tech companies closed down. In times of economic recessions, consumers prioritize their finances and reduce their spending.

Strategy 40

Strategy Financial Competitive Advantage Resources 40

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Answer Dash

JANUARY 9, 2019

I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand. Customer experience is now seen as a key business strategy for every brand. Most of those changes are driven by consumer demand.

Trends 82

Trends Customer Experience Insurance Chatbots 82

Grade.us

JANUARY 14, 2020

So why aren’t more brands using recommendations? At this point, most local brands use recommendations accidentally – their customers take the initiative and post a positive (or negative) recommendation on their own. It’s a consumer-driven phenomenon that should be brand-driven. Because of virality.

How To 51

How To Social Media Advertising Analytics 51

C Space

JULY 23, 2021

m her favorite brand, Versace, 2005?. In 2007 I met Jackie Siegel at a party at the Versace boutique in Beverly Hills hosted by Donatella Versace, whom I was photographing for Elle. In the context of my work, Siegel’s story became an allegory about our insatiable consumer appetites and the consequences of overreach.

Culture 52

Culture Financial Social Media Entertainment 52

Grade.us

JUNE 2, 2020

They provide the tools that allow you to automate review generation, monitor new reviews across the vast review site ecosystem, and share your best reviews on your website and with social media. Made up of a group of 60+ passionate team members, Traject represents 7 brands, 22 cities, and 11 different countries. In 2020, Grade.us

Software 47

Software Management Net Promoter Score Multi-Channel 47

ProProfs Chat

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. So, if you are a newbie and feel that you may not match up to the existing brands, think again!

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Therefore, we offer this fairly extensive summary of what most brands should be doing with their loyalty programs to maximize business impact this year. In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

ReviewTrackers

AUGUST 12, 2020

Data from Hubspot shows that consumers talk about brands 90 times a week and 90 percent of customers will also trust brand recommendations from friends. Many people did it to simply satisfy one man’s quest for free nuggets, but it also brought plenty of brand awareness to Wendy’s. A Grassroots Tinder Movement.

Examples 123

Examples Marketing Apparel Social Media 123

ReviewTrackers

SEPTEMBER 12, 2018

Data from Hubspot shows that consumers talk about brands 90 times a week and 90 percent of customers will also trust brand recommendations from friends. Many people did it to simply satisfy one man’s quest for free nuggets, but it also brought plenty of brand awareness to Wendy’s. A Grassroots Tinder Movement.

Examples 73

Examples Marketing Apparel Social Media 73

Service Untitled

JULY 17, 2013

For the luxury brands, buyers insist on the quality of merchandise accompanied by exceptional customer experiences. Chief creative officer Christopher Bailey made sure only one central location would be responsible for the Burberry theme; thus concentrating on design and the ‘brand’ which is inexorably fashion.

Fashion 51

Fashion Apparel Social Media Retail 51

Michel Falcon Experience

MARCH 12, 2019

In 2007, I was a young professional trying to really understand what I wanted to build my career off of; what was going to be my niche or my nitch? ” And it was super niche, 2007 nobody was really talking about it; shortly after, Zappos was the company that was really taking off, leveraging customer experience management.

Culture 12

Culture Employee Engagement Company Engagement 12

SmartKarrot

FEBRUARY 3, 2022

Creditas is an online marketplace for asset-backed consumer loans. Hi Platform uses artificial intelligence to help businesses learn what their customers are saying about them on social media, automate customer support, and engage with them in real-time. Founded in: 2007. Wabbi Software S.A., Founded in: 2011.

Company 10

Company e-support Transportation Banking 10

SmartKarrot

FEBRUARY 4, 2022

Founded in: 2007. Founded as a search engine by Larry Page and Sergey Brin, Google grew to become a strong technology brand. The platform, which has gained global recognition, offers many inbound marketing tools that help businesses manage their content marketing, SEO, and social media marketing. Fresh Service.

Company 10

Company Software Financial Tools 10