NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience.

Contact Center 136

Contact Center Net Promoter Score Consumers Study 136

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

ReviewTrackers

DECEMBER 10, 2019

percent of consumers when they were looking for a new primary care physician, which is the second-highest influence of any industry. Digital Assent, 2013 ). Digital Assent, 2013 ). Vitals, 2013 ). Vitals, 2013 ). million consumers that visit the site every month. In 2018, online reviews influenced 66.3

Healthcare 132

Healthcare Hospitality Insurance Comparison 132

ijgolding

DECEMBER 30, 2014

If you can remember what you were doing on the 30th December 2013 you will know what I mean! Despite this wonderful progress, the reality is that we as customers and as consumers are still having experiences that fall a long way short of meeting our expectations. What does not change in 2015 is the need to get the BASICS right.

Customer Experience 214

Customer Experience Customer Experience Professionals Training Customer Journeys 214

Helen Dewdney

JANUARY 9, 2018

Since April 2013 traders have not been able to charge consumers fees that exceed the cost for using a particular method of payment. Is this good news for consumers? Helen Dewdney, The Complaining Cow and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! Press release.

Consumers 33

Consumers Banking Government Financial 33

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Source: The New Yorker 66% of consumers switched companies in at least one of ten industries due to poor service in the past year. 82% of consumers felt their service provider could have done something to prevent switching. I originally wrote today''s post for Intradiem.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

Second to None

FEBRUARY 4, 2020

“More than half (51 percent) of grocery sales are digitally-influenced, according to a new survey report from Deloitte, “ The Grocery Digital Divide: How Consumer Products Companies Can Deliver on the New Digital Imperative.”. consumer products leader. What grocery consumers want: convenience, curation and integration.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Beyond Philosophy

JUNE 29, 2015

This is a small (it is not prominent on the site, requiring some searching) but much needed first step in rebuilding consumer trust: https://corporate.target.com/about/payment-card-issue.aspx Target would be well-served in building awareness of where to locate this information. building trust and value for Target stakeholders.

Consumers 60

Consumers Wireless Banking Leadership 60

ijgolding

OCTOBER 21, 2014

At a time when even Ryanair CEO, Michael O’Leary, has publicly linked improving the customer experience with improving financial performance, we are possibly living in the most customer centric society ever (that may be a subject for a future blog post!). Personalisation. Time and Effort. Now that would be nice!

Report 229

Report Customer Experience Customer Centricity Fashion 229

ReviewTrackers

MAY 17, 2019

With a blog post, testimonial, review or celebrity endorsement, if there is any form of compensation or close relationship between the party giving the endorsement and the business receiving it, it is required that the relationship be made explicit,” wrote Local U’s Mike Blumenthal. “It

Guidelines 93

Guidelines Advertising Tips Tools 93

ijgolding

NOVEMBER 28, 2014

Every time I share the video, it reminds me of the power the consumer has at their disposal in the digital world we live in. The threat of consumers taking ‘matters into their own hands’ has not appeared to change the way organisations behave. I genuinely hope this does not happen.

Social Media 318

Social Media Airlines Video Consumers 318

Clarivate

MARCH 17, 2022

In this blog post, we put a spotlight on those focusing on the first two Sustainable Development Goals, No Poverty and Zero Hunger. In this blog series, we showcase a few Highly Cited Researchers and their scientific papers that demonstrate exceptional impact corresponding to the SDGs. About the authors.

Analysis 98

Analysis eBook Study System 98

Helen Dewdney

AUGUST 5, 2019

This post will signpost you to various posts on the blog which will help with most bank/credit card and insurance problems. Financial products are covered by the Consumer Rights Directive 2013. How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! The Financial Services Regulations 2004.

Financial 57

Financial Case Study Insurance Banking 57

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

ReviewTrackers

FEBRUARY 20, 2019

percent of consumers when they were looking for a new primary care physician, which is the second-highest influence of any industry. Digital Assent, 2013 ). Digital Assent, 2013 ). Vitals, 2013 ). Vitals, 2013 ). million consumers that visit the site every month. In 2018, online reviews influenced 66.3

Hospitality 78

Hospitality Healthcare Marketing Insurance 78

CX Journey

DECEMBER 20, 2017

The Accenture 2013 Global Consumer Pulse Survey found that 58% of customers are frustrated with inconsistent experiences from channel to channel. He manages the company’s social media accounts and writes about a range of topics regarding communication and the customer experience on PATLive’s blog.

Communication 137

Communication Brands Social Media Touchpoint 137

Vonage

MARCH 2, 2017

Now that social media has given consumers a public and increasingly powerful voice, brands are paying a hefty price. Under these two metrics, organisations are still scoring, on average, lower than they were in 2013. appeared first on Blog | NewVoiceMedia. Download the research paper to learn more.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

Maru/HUB

JANUARY 22, 2018

The study, published in 2013, found that changes such as the explosion of digital, the empowered customer, and the acceleration of innovation are having a profound impact on customer expectations. Tellingly, the study showed that 86 percent of consumers are prepared to pay more for better customer experience.

Customer Experience 79

Customer Experience B2C Airlines Study 79

Helen Dewdney

JANUARY 8, 2018

On 15 January 2013 I bought an IPhone 4s. The Terms and Conditions told me that I had a one year warranty in addition to my consumer rights. Readers of this blog and followers of me on Facebook and Twitter know what I think of warranties. For masses more information, consumer rights, advice and template letters GET THE BOOK!

Consumers 69

Consumers Tips Sales Customer Experience 69

Comm100

FEBRUARY 19, 2014

According to a Forrester Research report from March of 2013, voice remains the most widely used method by consumers with 71% stating this is their preferred choice when communicating with companies. This channel also has the highest satisfaction rating after voice with consumers. Web Chat – Customers Love It! Chat Away in 2014.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Beyond Philosophy

AUGUST 15, 2019

At the end of 2013, the strategic NPS plummeted, and all the bonuses were canceled. He pulled up the consumer confidence figures at the same time. It turns out that consumer confidence plummeted at the same time their strategic NPS did. . Peppers knew that the consumer confidence was reflected in the NPS numbers.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

Helen Dewdney

MARCH 24, 2017

As followers of this blog and my social media know, I always bang on about telecoms being the sector for the worst customer service. In 2013 Transport Focus found that almost 9 in 10 of passengers eligible for compensation for delays, did not claim. Today however, Ofcom announced plans that may make it a little easier for customers.

Transportation 63

Transportation Social Media Consumers Tips 63

Velaro

JULY 22, 2015

Since the inception of the smartphone , ecommerce has been struggling to understand, catch up with, and capitalize on mobile consumer behavior. These issues have been complicated by smartphones. But what if all your (would-be) customers had to do was click a button while logged in to their social media account?

Customer Engagement 100

Customer Engagement Engagement Ecommerce Social Media 100

Beyond Philosophy

NOVEMBER 3, 2014

According to analysts, online home grocery market was worth almost $275 Billion in 2013. I suspect that many of the consumers that love this service in the UK would agree with my kids on this point. However, the hold up could be the consumer. Furthermore, consumers have to see the value in not going to the store.

Marketing 88

Marketing Strategy Retail Transportation 88

Beyond Philosophy

NOVEMBER 4, 2014

Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. Understanding the power of choice and the pitfalls of it, however, can release an organization from this circle as well as help them define closures that can help consumers feel better about their decision.

CEM 113

CEM Conference Consumers Customer Centricity 113

ProProfs Chat

FEBRUARY 19, 2021

Through this blog, let’s develop a complete understanding of “Customer Effort Score.”. It involves a great effort which is both time-consuming as well as frustrating. released in the year 2013. Range Scale of 1-7 : This scale arrived in 2013 after fine-tuning the 2010 edition.

Effort Score 52

Effort Score Omni-Channel How To Multi-Channel 52

C3Centricity

OCTOBER 8, 2017

One of the best examples of this is still Oreo’s reaction to the power outage at the Superdome during the Super Bowl XLVII in 2013. Start a Blog. However, online is where a lot of consumers get their brand and category information today, so you can’t ignore these video channels. Come Up With Something New.

Marketing 120

Marketing Social Media Loyalty Brands 120

NetBase

SEPTEMBER 6, 2019

If you had gone to a customer in 2013 and said ‘Would you like a black, always-on cylinder in your kitchen about the size of a Pringles can that you can talk to and ask questions, that also turns on your lights and plays music?’ Talk about capturing amazing consumer intel in the name of convenience! No customer was asking for Echo.

Analysis 49

Analysis Ecommerce Social Media Comparison 49

Helen Dewdney

DECEMBER 13, 2017

If you paid more than £100 by credit card you will be able to claim from the credit card company using Section 75 of the Consumer Credit Act. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 traders cannot charge more than a basic rate for post sale enquiries. Debit card.

Hotels 43

Hotels Travel Social Media Banking 43

Vonage

OCTOBER 22, 2015

With more consumers turning to channels such as Facebook to complain about poor customer service, social media is a technology that has caused contact centers a great deal of concern. Consumers are becoming less and less likely to read long reams of text – making video the most effective way to provide education on products.

Technology 120

Technology Customer Service Gamification Wireless 120

SurveySparrow

NOVEMBER 15, 2019

Smartphones give consumers a louder voice and bigger presence. Today, SurveySparrow was lucky to have the opportunity to chat with Judith Aquino from 1to1media about her work covering Customer Experience related topics for one of the most popular CX blogs online. In other words, consumers were gaining a louder voice and presence.

Advertising 71

Advertising Chatbots Survey e-support 71

Beyond Philosophy

FEBRUARY 3, 2015

Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right. 25 March 2013. Zhecho Dobrev, one of our consultants published his musings on this concept. They don’t.

CEM 60

CEM Retail Consulting Conference 60

Innovative CX

NOVEMBER 21, 2019

I doubt these percentages have changed much since Oracle did this study in 2013. Here’s one example of what prompted me to think about what role consumers have in helping create a better experience. We can all agree that organizations have a responsibility for creating and executing effective CX strategies.

Customer Experience 40

Customer Experience Airlines Customer Journeys Study 40

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience.

Contact Center 37

Contact Center Net Promoter Score Consumers Study 37

Beyond Philosophy

JANUARY 26, 2015

Target , who suffered the data breach in 2013, knows the importance of this immediate and comprehensive action. If you enjoyed this post, you might be interested in the following blogs: The Draining of Target’s Emotional Bank Account. Read more about the book and register for the webinar, here.

Customer Centricity 60

Customer Centricity CEM eBook Government 60

Beyond Philosophy

FEBRUARY 25, 2016

households shopped at Target; but this is down from 43% in January, 2013. Its fourth-quarter, 2013 earnings fell 46% to $520 million, from $961 million in 2014, and sales were down 5%. Let’s look at the financial impact of Target customer distrust. In January, 33% of U.S.

Banking 60

Banking Financial Loyalty Programs Consulting 60

Beyond Philosophy

MAY 21, 2015

In a two-year process prompted by consumers’ growing concerns about the safety of long-term consumption of GMOs, Chipotle’s leadership feels this is about transparency and trust as much as health. Chipotle is embracing a consumer-led concern. They did so without concern for losing business but instead with a concern for transparency.

Leadership 60

Leadership Customer Voice Consumers Brands 60