Helen Dewdney

SEPTEMBER 4, 2018

It all started with a little blog post…. On 12 July 2012, Helen Dewdney, The Complaining Cow, wrote only hersecond blog post. As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. The post was the first of many about Tesco.

Case Study 60

Case Study Consumers Study Social Media 60

Strativity

MARCH 17, 2015

The post Strativity’s Lior Arussy Delivers Keynote at 2015 Connected Consumer Conference appeared first on Strativity. For more information please visit [link] For more information about this or other virtual conferences presented by CRMXchange, contact info@crmxchange.com or call 941-702-8389.

Conference 40

Conference Connections Consumers Customer Journeys 40

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! Know of a blog post that should be on this list?

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. The NRF projects that almost half (46%) of all holiday shopping will be done online this year, the highest percentage in the history of the NRF consumer survey, with 37.9% will rise between 6 and 8% this year. billion holiday haul. Consider this.

Self Service 40

Self Service Customer Service e-support Retail 40

Beyond Philosophy

JANUARY 12, 2015

If you enjoyed this post, you might be interested in the following blogs: Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor. The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. Read more about the book and register for the webinar, here. You Will Now.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. Consumer expectations are higher than ever, and patients won’t tolerate a subpar experience from health care providers. What kinds of experiences are consumers looking for? Not necessarily.

Hospitality 247

Hospitality Retail Leadership Culture 247

Beyond Philosophy

MARCH 16, 2015

If you enjoyed this post, you might be interested in the following blogs: Why Publicity Stunts Aren’t Always Great for Customer Experience. The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Please click here to learn more. How Emotions Generate $$$$. Are you Inside-0ut or Outside-In?

CEM 60

CEM CRM Conference Employee Engagement 60

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. But are customer service preferences and expectations? Global Similarity Highlights. Consistently satisfying service is increasingly important.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Tricia Morris

SEPTEMBER 15, 2015

brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The post INFOGRAPHIC: 2015 U.K. With the Institute of Customer Service reporting that customer satisfaction in the U.K. the United States, Brazil and Japan.

Infographics 40

Infographics Customer Service Customer Centricity CRM 40

Vonage

JANUARY 3, 2017

Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. This shows that while the overall cost of poor service has gone down, many consumers are still finding the same problems – but perhaps more infrequently. However, it’s not all bad.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

QuestionPro Audience

JANUARY 8, 2018

In 2015, The Money Project created an infographic as a way of simplifying currencies, assets and other financial instruments in a way people can understand, and it evolved into a new way to understand the vast universe of global assets. We recently posted a blog about bitcoin and the craze that surrounds the cryptocurrency market.

Infographics 230

Infographics Retail Video Report 230

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. Customers benefit from sharing feedback too. This is a unique problem.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. billion in 2015 —up 12 percent from the previous year. A brand’s ability to meet rising consumer expectations depends on having an authentic relationship with its customers.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

GetFeedback

JULY 11, 2018

In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. CRM software designed to maximize engagement, track data, and analyze consumer activity.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

SuiteCX

FEBRUARY 2, 2016

Consumers Expect Personalized Treatment. Source: 3 Things Marketers Need to Know About Succeeding with Personalization, Autopilot, 2015). Source: 2015 Global State of Multichannel Customer Service Report, Microsoft). Source: 2015 Global State of Multichannel Customer Service Report, Microsoft).

Data 100

Data Customer Experience Retail Consulting 100

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 also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Natalie Petouhof

SEPTEMBER 15, 2015

Tweet As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience” Phones have become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one.

Study 40

Study Social Media Automotive Consumers 40

NICE inContact

JULY 13, 2016

Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. We will discuss the customer experience equation and its importance in becoming a customer value leader, and explore: How to embrace and support consumer expectations for omnichannel interactions. Register now for the webinar!

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

NICE inContact

JULY 25, 2019

According to Randstad (2015), 86 percent of employees quit their jobs due to an absence of career development. It doesn’t have to be a time-consuming task either, you can unify coaching capabilities via powerful performance management. The post Five Tactics to Retain Your Top Call Center Agents appeared first on NICE inContact Blog.

Call Center 141

Call Center Gamification Contact Center Social Media 141

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. As of 2015, messaging apps have overtaken social media platforms in monthly active users – and they are only picking up pace.

Customer Service 48

Customer Service Social Media B2C Sports 48

Helen Dewdney

OCTOBER 29, 2018

There are loads of posts on complaining about goods and services on the blog. Goods and consumer law. A Guide to the Consumer Rights Act 2015 – the main law covering faulty goods and services. What you need to know about the Consumer Rights Act 2015 digital content additional information.

Social Media 51

Social Media Consumers Tips Travel 51

Brandwatch CX

MARCH 7, 2023

million blog posts are published every month A 2011 study by AOL/Nielsen showed that 27 million pieces of content were shared every day, and today 3.2 million blog posts are published every month A 2011 study by AOL/Nielsen showed that 27 million pieces of content were shared every day, and today 3.2 Facebook accounts for 53.1%

Social Media 98

Social Media Video Advertising Marketing 98

Helen Dewdney

OCTOBER 20, 2022

Remember when you hire from a business you still have consumer rights! Under the Consumer Rights Act 2015 products must be of satisfactory quality and services must be carried out with reasonable skill and care. Money saving posts various blog posts with tips on saving money. Your rights when hiring. What have you hired?

Fashion 50

Fashion Tips Social Media Consumers 50

Tricia Morris

JULY 7, 2015

The newly-released 2015 U.S. State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when interacting with a brand or organization for customer-related questions and issues. The 2015 U.S.

Self Service 40

Self Service Report Consumers Loyalty 40

C3Centricity

MAY 25, 2020

Consumers are adapting their behaviours to the trading of their personal information. Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge to understand your customers. 63% of millennial consumers agree they’re. I admit, a lot has changed.

Technology 194

Technology Analysis Data Consumers 194

Michelli Experience

SEPTEMBER 19, 2017

I’m not sure if you are still reading given recent findings on just how short attention spans have become but here goes… I knew things had gotten bad back in 2015 when I read an article in The Telegraph titled Humans have shorter attention span than goldfish, thanks to smartphones. That was 2015! Smartphones Fault?

Sports 113

Sports Consulting Advertising Report 113

Tricia Morris

AUGUST 4, 2015

brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The 2015 U.K. consumers surveyed saying that they have higher expectations for service now than they did a year ago, and First Direct research survey showing that U.K.

Poor Customer Service 40

Poor Customer Service Report Self Service Consumers 40

Provide Support

NOVEMBER 8, 2016

According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 Total planned spending this year is second only to the record total spending in 2015, at $952.58. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Read more. Permalink | No comment.

Customer Satisfaction 73

Customer Satisfaction Average Handle Time Wait Times Retail 73

Helen Dewdney

FEBRUARY 15, 2017

Consumer Rights Act 2015 (your legal rights for goods and services). How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! Loads more around the blog, just put in a search. Best selling book with advice, guidance, information, legal rights and templates for always getting that redress!

Consumers 56

Consumers Tips How To 56

Help.com

OCTOBER 26, 2015

— Twitter (@twitter) October 21, 2015. If brands get on board, they can use the new feature to get key consumer information. — Nissan (@NissanUSA) October 14, 2015. Was that blog post helpful? The post How to Use Twitter Polls to Enhance Customer Experience appeared first on Help.com Blog. Coming soon!

Customer Experience 100

Customer Experience How To Sports Social Media 100

Natalie Petouhof

JULY 14, 2015

Tweet The Consumer Goods Forum has created and agreed on a new set of ‘ Consumer Engagement Principles ’ (the “Principles”). The industry-wide Principles will act as a framework for how companies engage with their consumers, and are designed to promote an environment of trust and pro-active consumer communication.

Guidelines 40

Guidelines Consumers Data Engagement 40

Bold360

FEBRUARY 6, 2019

Over the past twenty years, the internet has completely transformed the way consumers shop, but until recently, the business-to-business buying experience was still fairly old-school. According to Forrester, 68% of B2B buyers in 2017 preferred to research online on their own, up from 53% in 2015. [1]. So, what’s a B2B company to do?

B2B 82

B2B Self Service Chatbots B2C 82

C3Centricity

MARCH 15, 2018

Consumers are adapting their behaviours to the trading of their personal information. Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge and understanding, and then into actionable insights. 63% of millennial consumers agree they’re.

Data 206

Data Retail Analysis Analytics 206

NetBase

JULY 30, 2020

Listening as the new consumer love. The future of podcasting from a market and consumer standpoint. Back in 2015, ad revenue was a comparatively paltry $105m and then ballooned to $708m just four years later. Listening as the New Consumer Love. negative sentiment: And consumers are telling the world how they feel online.

Brands 97

Brands Advertising Trends Consumers 97

Beyond Philosophy

NOVEMBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Putting the Power of Your People to Work.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. Tell consumers what THEY can do, not what IT can do. Here are a few ideas.

Marketing 110

Marketing Conference Innovation Transportation 110