Beyond Philosophy

NOVEMBER 6, 2014

If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. Putting the Power of Your People To Work for Customer Centricity. Hiring Customer-Ready Employees. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

BirdEye

AUGUST 29, 2023

Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. But, keeping customers happy is becoming challenging in the constantly evolving competitive business landscape. Better your Business with Customer Feedback Want to see the impact of Birdeye on your business?

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Win the Customer

FEBRUARY 23, 2018

So make sure you thoroughly evaluate the problem before you decide to follow the path of making a joke out of the situation to draw consumers back in. For example, when Reese’s released its Christmas tree chocolate in 2015, it received huge backlash as the shape of the chocolates looked like giant blobs rather than festive trees.

Social Media 99

Social Media Travel Advertising Policies 99

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. It’s ironic therefore that last week Ebay and PayPal announced that they were going to split.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

NetBase

MARCH 27, 2020

Able to stay one step ahead of consumers, offering what they want, when they want it, ecommerce brands using social insight have early access to consumer conversation and are winning market share. And they noticed a theme among consumers: Keto. eCommerce Consumers Kicking It with Keto.

Ecommerce 52

Ecommerce Brands Marketing Social Media 52

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).

Self Service 60

Self Service Exercises Analysis Call Center 60

Retently

OCTOBER 1, 2018

What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question. Why are customer unhappiness levels so high? It’s likely because many brands don’t understand consumers.

Customer Journeys 93

Customer Journeys Touchpoint Social Media How To 93

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Feedbackly

SEPTEMBER 26, 2018

And it is also of paramount performance when your customer base grows because there are countless examples of companies who are not able to efficiently scale their customer experience strategies. Consumer Expectations. Immediate Personalized Experiences. The ROI of Good Customer Experience.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Beyond Philosophy

MARCH 2, 2016

They analyzed four million phone calls from 2013 to 2015. The report reveals a few remarkable facts, including: All consumers are less patient than in the past, making it imperative that businesses adapt their experience to accommodate them. consumer speaks between 110 and 150 words , faster than in the past.

Call Center 60

Call Center Call Center Experience Consulting Study 60

BirdEye

JULY 27, 2023

In this blog, we’ll investigate horizontal vs. vertical integration strategies to understand if it’s more beneficial for your business to move up or sideways. A remarkable example of vertical Integration is Ikea’s purchase of an entire forest in Romania in 2015. appeared first on Birdeye Customer Experience Management.

Retail 52

Retail Government Examples Strategy 52

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Our services team has helped with over 1,000 customer experience management initiatives.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years.

Industry 140

Industry Customer Experience Interaction Customers 140

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

DECEMBER 16, 2021

Over 80% of business leaders agree that CX offers a competitive edge — this remains unchanged across 2015 to 2020. This is particularly relevant for sectors like FMCG, consumer apparel, and, most recently, consumer-facing software apps. But surprisingly, most businesses have had a (very) late-start to actioning CX strategies.

Technology 11

Technology Apparel Metrics Social Media 11

transcosmos Information Systems

OCTOBER 22, 2015

Ideally, reading customer service blogs is an essential step to accelerate the success of your business. So here we compiled 20 of the best customer service blogs we follow, and we suggest you subscribe or bookmark to them too, that is, if you haven’t yet! Check out last year’s top Customer Service blogs here.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

Ideally, reading customer service blogs is an essential step to accelerate the success of your business. So here we compiled 20 of the best customer service blogs we follow, and we suggest you subscribe or bookmark to them too, that is, if you haven’t yet! Salesforce Blog. Get Response. The Consumerist.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

BirdEye

APRIL 24, 2023

From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before. Channels: Inbound marketing primarily utilizes content marketing, blogs, and social media.

Marketing 93

Marketing Social Media B2C Advertising 93

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Thomas is the Head of Customer Service at the International Baccalaureate.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Feedbackly

SEPTEMBER 17, 2018

Luckily, we’ve compiled some of the main benefits into one blog post with all of the relevant numbers so you can read for yourself. 86% of customers are likely to repurchase from a business after having a good experience compared to 13% of those who had a bad experience. Customers have more power than ever.

Customer Journeys 53

Customer Journeys Customer Experience Net Promoter Score Feedback 53

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Cost Center or Value Center.

Engagement 40

Engagement Customer Service Customer Service Representative Employee Engagement 40

Customer Guru

DECEMBER 13, 2017

With this pace of development, consumer expectation with brands is also increased massively. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119