Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Creating shared value is essential for developing an authentic brand and truly connecting with customers.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. Will the proactive approach to passenger experience pay off for the brand?

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. Twice as many brands sank as rose. The number of brands in the excellent category fell to zero. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. appeared first on eGain Blog.

Omni-Channel 66

Omni-Channel Consulting Report Brands 66

Wired and Dangerous

JANUARY 3, 2017

Welcome to 2017! This refreshingly novel brand of service leaves customers more cheaply entertained-and it leaves them richly stirred! Thank you for following our innovative service blog. We hope 2017 is your best year ever! We wanted to share with you our firm’s resolutions for 2017. Chip and John.

Innovation 79

Innovation Entertainment System Communication 79

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. Twice as many brands sank as rose. The number of brands in the excellent category fell to zero. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. appeared first on eGain Blog.

Omni-Channel 61

Omni-Channel Consulting Report Brands 61

Storyminers

JUNE 3, 2022

We’ve updated it for 2017. Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time. 2017 Answer. 2017 will be the year of smarter customer experiences. Powerful combination!

Trends 147

Trends Customer Experience Wireless Entertainment 147

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Trends 48

Trends Competitive Advantage Chatbots Social Media 48

CX Journey

DECEMBER 20, 2017

This makes for a strong brand image that’ll remain on their minds. Twitter-based customer service increased 250% from 2015 to 2017. Your brand should exist everywhere your audience does and engage them wherever they’re comfortable. What does this mean for how you communicate with customers?

Communication 137

Communication Brands Social Media Touchpoint 137

SuiteCX

FEBRUARY 7, 2017

Build customer trust by consistently delivering on your brand promise. Step 2 – Deliver on the brand promise. It’s probably been a while since you thought about your brand promise. What are you doing that is building your brand value and what are you doing that is detracting from it? Here is to a growth oriented 2017!

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Build customer trust by consistently delivering on your brand promise. Step 2 – Deliver on the brand promise. It’s probably been a while since you thought about your brand promise. What are you doing that is building your brand value and what are you doing that is detracting from it? Here is to a growth oriented 2017!

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries.

Self Service 63

Self Service Financial Banking Exercises 63

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. Over the next few months, we’ll dedicate a blog to each of these CX game changers. Knowing their channel guidance paths, brands can ensure absolute capability of that channel in being able to solve the particular customer query. Wed, 06/14/2017 - 16:54. LEAVE A COMMENT.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

ShepHyken

JUNE 8, 2018

After just one bad customer support experience, trust in a brand is gone forever. Consumer empowerment (social media has consumers publicly sharing stories about buying experiences) is diluting customer loyalty to brands and raises expectations about post-purchase support. User lover blossomed: Moving from fans to brand ambassadors.

Social Media 75

Social Media Video Case Study Customers 75

Brandwatch CX

MARCH 7, 2023

social media accounts 91% of retail brands use 2 or more social media channels 81% of all small and medium businesses use some kind of social platform Internet users have an average of 7.6 social media accounts Social media users grew by 121 million between Q2 2017 and Q3 2017. billion The internet has 4.2

Social Media 98

Social Media Video Advertising Marketing 98

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Net Promoter Score (NPS) or Customer Effort Score (CES) or even the simple customer satisfaction rating each tell part of the story of your customers’ relationship with your brand. Customer Experience Teams Grow Up.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Storyminers

JANUARY 12, 2017

We’ve updated it for 2017. Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time. 2017 Answer. 2017 will be the year of smarter customer experiences. Powerful combination!

Trends 171

Trends Customer Experience Wireless Entertainment 171

ShepHyken

OCTOBER 23, 2017

The information that Vala shares through his articles and blogs is always spot on. Which-50) When it comes to deciding whether to stick with a brand or walk away it turns out that consumers rate privacy, transparency, and trust more highly than customer service. My Comment: What’s the most costly mistake in business?

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. Read more: The Top Customer Service Expectations that Brands aren’t Meeting. It is important to have an online live chat presence that reflects the identity of your brand. A part of that is knowing what sort of tone and voice to use. Be positive.

Customer Service 245

Customer Service Abandon Rate ROI Apparel 245

ReviewTrackers

JULY 20, 2017

For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth. This is where brand reputation protection comes in. Why the Need for Brand Reputation Protection? 2017 Local Search Survey ). Brand Reputation Protection: Search.

Brands 72

Brands Social Media Feedback Consumers 72

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. appeared first on NICE inContact Blog. In light of fast-changing customer demands, is your contact center keeping up? These are trends you can’t afford to miss.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Do I understand the member’s experience with my brand?

Trends 41

Trends Technology Chatbots Sales 41

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Customer experience is the sum of every interaction with a brand. Do I understand the member’s experience with my brand?

Trends 41

Trends Technology Chatbots Sales 41

AskNicely

MARCH 8, 2018

Without real-time data on customer experience, you are left flying blind to your customers’ needs, pain points, and general brand sentiment via their experience with your product. . The panel discussion will be led by our own VP of Customer Success and Advocacy, Leah Chaney ( here’s a blog post she wrote on the subject for TSIA).

Net Promoter Score 150

Net Promoter Score Competitive Advantage NPS B2B 150

Clarabridge

MAY 2, 2017

Last night, the event kicked off with a beachfront welcome reception where executives from the world’s top brands mingled and looked forward to the program ahead. Engage Everyone: Empower all employees to successfully address customer issues in real-time, ensuring that brands no longer silo the customer experience across their organization.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

NICE inContact

OCTOBER 21, 2019

Vera Bradley’s customers reflect the colorful vibrance of this popular accessories brand. The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. They are passionate and love sharing photos of the products and how they use them every day.

Abandon Rate 120

Abandon Rate Contact Center Omni-Channel Trends 120

Kerry Bodine

SEPTEMBER 27, 2017

At the time, brands were starting to launch websites that didn’t just push messages about their products and services. But a decade later, the archaic model of interrupting customers—as they watch TV, read magazines, drive down the road, or use their mobile apps—is still hanging on tight to brands’ pocketbooks.

Marketing 136

Marketing Transportation Advertising Customer Experience Professionals 136

Avaya

JUNE 26, 2017

Innovation: perhaps no other word has been so stressed over the last decade as the pressure mounts for brands to evolve, adapt and grow. That’s a big problem for most brands still struggling to get on board. The post Avaya Makes Innovation Easy at Call Center Week 2017 appeared first on Avaya Connected Blog.

Call Center 47

Call Center Innovation Contact Center Financial 47

NICE inContact

SEPTEMBER 30, 2019

Not only do customers using the channel report the highest satisfaction, but chat is one of three digital channels (along with mobile apps and company websites) that are driving up Net Promoter Score® (NPS®)—an indicator for a customers’ likelihood of recommending a brand to others. Mike says chat changed everything.

Abandon Rate 136

Abandon Rate Net Promoter Score Contact Center Effort Score 136

ShepHyken

JUNE 29, 2018

In a 2017 report by Conversocial , it was stated that customer service interaction made via Twitter have increased by 250% in the last two years. Posting regularly, using videos to promote your brand and responding swiftly to comments/messages are all fantastic ways of utilizing social media. Social Media Engagement.

Social Media 82

Social Media Customer Service System Touchpoint 82

Confirmit

JUNE 26, 2017

2017 marked my third IIEX North America and I think this was the biggest and best one yet! The other speakers in the session explained how Hershey’s leveraged advanced research methods, such as emotion recognition , to develop a better understanding of consumers’ feelings about the brand.

eBook 40

eBook Hotels Resources Report 40

Bold360

JANUARY 19, 2017

Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. We love her recent blog on what CX will look like in 2017. Customer service has never been more important.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

NICE inContact

SEPTEMBER 8, 2017

They’ll also thank you in spades by remaining loyal to your brand for years to come. In its report Drive Revenue With Great Customer Experience, 2017 , experts from Forrester reveal the financial impact of investing in activities that generate great customer experiences.

Contact Center 120

Contact Center Financial Report Customer Expectations 120

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. appeared first on NICE inContact Blog. In light of fast-changing customer demands, is your contact center keeping up? These are trends you can’t afford to miss.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

Clarabridge

MAY 4, 2017

Following HCSC and Northridge Group’s keynote, Rebecca Liberman, Voice of the Customer Specialist for Lyft, revealed why brands must track feedback in real-time to better delight their customers. In return, brands will be better positioned to be leaders in this CX Revolution and beyond.

Customer Service 45

Customer Service Social Media Conference Guest Experience 45

Provide Support

SEPTEMBER 18, 2017

It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. Read more.

Examples 111

Examples Customer Service Guidelines Customer Service Training 111