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

ShepHyken

JUNE 8, 2018

Research reveals that 19% of consumers will never forget — or forgive. 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. See social media as proactive support.

Social Media 75

Social Media Video Case Study Customers 75

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.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

ShepHyken

MARCH 9, 2018

This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i]. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Think about it — consumers already manage all of their communication through one device. Shep Hyken.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

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

NICE inContact

OCTOBER 28, 2016

Below, we outline the top 5 customer experience trends and how we are addressing them as we move into 2017. In our 2016 Consumer Research Report , we found that customer support representatives (CSRs) are still using phone-based support 86% of the time. Chat, SMS, and Social Media are Maturing.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

Maru/HUB

FEBRUARY 2, 2018

An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service. When it comes to other channels, the number drops to 35% for social media, 18% for text, 14% for email, 13% for voice, and 11% for in-person support.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

Alida

DECEMBER 15, 2016

In this blog post, we look at five ways to use customer feedback to inform cohesive, strategic and integrated content marketing strategies. For example, if you discover that within your dedicated readers group, there is a growing number of young professionals, your content marketing strategy for 2017 should include new ways to target them.

Feedback 213

Feedback Strategy Marketing Social Media 213

ShepHyken

AUGUST 14, 2020

Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand. Consumer experience involves all the interactions, everything including TV ads to the monthly statement. Becoming a partner in every consumer’s life. Follow customers on social media.

Tips 127

Tips Customer Experience Social Media Insurance 127

CX Journey

DECEMBER 20, 2017

This means making yourself available where your audience is comfortable, whether that’s the phone, a certain form of social media, or face-to-face. Twitter-based customer service increased 250% from 2015 to 2017. Social media Think of your social media presence as an extension of your website.

Communication 137

Communication Brands Social Media Touchpoint 137

Russel Lolacher

DECEMBER 20, 2021

And it’s been well received… @TranBC @DriveBC thank you for your great social media presence. we see all your hard work, @DriveBC @TranBC social media leads. social has become a critical communication tool and is a part of our public infrastructure. Responding to TranBC blog comments.

Customer Care 98

Customer Care Transportation Social Media Government 98

Ann Michaels and Associates

JUNE 26, 2020

This goes back a few years now, but Target was a brand that listened in social media and used social media to learn not only what customers where saying about them, but also how they talked about them. This marketing message stuck with consumers for over 20 years! Consumers enjoy shopping at Target.

Examples 52

Examples Social Media How To Retail 52

Clarabridge

MAY 2, 2017

Later in the day, our own CX Social experts Jagrit Malhotra and Kate Zimmerman lead a lively session on the opportunity that social customer service provides for brands to understand and engage the customer. Come back to our blog tomorrow for a recap of Day 2 at C3!

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Retently

MARCH 29, 2023

Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. A good product that appeals to the consumer is the deepest core of marketing, which is very hard to achieve. Musk reacted immediately.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. 76 percent of consumers say that customer service is the true test of how much a company values them, according to Parature.

Chatbots 48

Chatbots Technology Customer Service Management 48

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. All Channels – All the Time.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

ReviewTrackers

JULY 20, 2017

And with the focus slowly but surely shifting to online review sites, social media platforms, and search engines, the reputation of your brand is no longer influenced as heavily by traditional offline media, advertising, and brand-centric content as it used to be. 2017 Local Search Survey ). Social Media Link ).

Brands 72

Brands Social Media Feedback Consumers 72

Helen Dewdney

MARCH 18, 2019

In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of finance journalist Paul Lewis. 3) 3) How well do you know your legal rights ( Consumer Rights Act , different sectors regulations etc.). your social media followers too!). Are your habits similar?

Financial 47

Financial Social Media Insurance Advertising 47

Provide Support

JANUARY 2, 2018

The customer care you provide should after all be your biggest USP as a brand, especially as super savvy consumers expect more from the companies they spend their hard earned cash with. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2018. Read more. Permalink | No comment.

Social Media 53

Social Media Customer Care Customers Strategy 53

Russel Lolacher

DECEMBER 20, 2021

And it’s been well received… @TranBC @DriveBC thank you for your great social media presence. we see all your hard work, @DriveBC @TranBC social media leads. social has become a critical communication tool and is a part of our public infrastructure. Responding to TranBC blog comments.

Customer Care 59

Customer Care Transportation Social Media Government 59

Method:CRM

FEBRUARY 8, 2019

Social media marketing looks little like it did just a few short years ago. These social media geniuses use their natural charm and relatability to build connections with thousands or even millions of followers. Young consumers desire a stronger and more authentic connection with the accounts they follow.

CRM 63

CRM Marketing Social Media How To 63

Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Video 60

Video Marketing Social Media Conference 60

Hallmark Business Connections

AUGUST 11, 2021

billion in 2017 and took it public two years later) is its knack for talking to pet parents in a personalized way that is both fun and relatable and bridges the online and physical experiences. This thoughtful direct mail content also goes digital, as delighted pet owners are moved to share their experiences across social media channels.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Provide Support

JANUARY 3, 2017

Of course, the more traditional methods of email and phone calls are channels that many consumers still prefer. But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use. Published in Provide Support Blog , 2017. Read more.

Self Service 50

Self Service Social Media Course Customer Satisfaction 50

ShepHyken

OCTOBER 18, 2021

Your customers will thank you, and they’ll be much more likely to share their positive experience with friends, family, and social media followers. AdAge) When it comes to the customer experience and the desire of brands to strengthen their ties to consumers, the past year turned all the rules upside down. Business went under.

Customer Service 83

Customer Service Airlines Feedback Social Media 83

Grade.us

JULY 18, 2017

But there’s nothing like immersion to ensure that you actually consume the information presented to you. If you’re ready to take that next step, there’s still time before the end of 2017. Aside from tackling topics like online reviews, you’ll also see everything from social media and email marketing to Google advertising covered.

Conference 38

Conference Case Study Tips Advertising 38

Beyond Philosophy

APRIL 18, 2017

McKinsey researched a database of 125,000 consumers across over 350 brands and found that only three out of 30 categories of purchases were driven by loyalty: mobile carriers, auto insurance and investments. If you enjoyed reading this blog, you might also like these: The Happiest Way to Spend Your Money in 2017. Here’s Why.

Sales 124

Sales Loyalty Programs Consulting Loyalty 124

BirdEye

NOVEMBER 20, 2023

In this blog post, we’ve listed out 20 best referral marketing software tools to level up your referral game. ReferralHero Known for creating viral campaigns, ReferralHero offers customizable referral widgets and social media integration. million registered users by 2017. Let’s dive in.

Software 62

Software Marketing Multi-Channel e-support 62

Comm100

DECEMBER 1, 2017

With technologies and consumer demands constantly evolving, what unconditional priorities can companies set for their contact center that won’t be shattered by ever-changing standards? Use social monitoring tools to track what’s being said about your company on social media, blogs, and more. Email (54%).

Contact Center 105

Contact Center Report Customer Journeys Customer Centricity 105

Wootric CX Blog

JUNE 19, 2019

Another study indicates that 66 percent of consumers are willing to spend more money on top-notch customer service. The study also found that 55 percent of consumers abandoned a company after experiencing bad customer service. Did you know that 84 percent of people used an AI-enhanced product in 2017–most without even knowing it?

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Let’s find out what the field professionals actually experience.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

FEBRUARY 4, 2020

You can access the piece by clicking here , or by reading below: This piece was originally published by PRNewswire on September 12, 2017. consumer products leader. consumer products leader. What grocery consumers want: convenience, curation and integration.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

COPC

OCTOBER 25, 2017

We will review each one of these during this four-part blog series, and they are: Part 1: What channels do we offer, and what are our customers using? Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. Consumer Research. Figure 1: Preferred contact method among U.S.

Customer Centricity 40

Customer Centricity Strategy Groups Survey 40

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. It suggests that the plan (subject to consultation ending 5 th June 2017) could benefit up to 2.6 Today however, Ofcom announced plans that may make it a little easier for customers.

Transportation 63

Transportation Social Media Consumers Tips 63

Helen Dewdney

DECEMBER 13, 2017

— Peter Kay (@peterkay_co_uk) December 13, 2017. From social media sites. 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. For more information, tips, advice, guidance and consumer laws explore the blog and GET THE BOOK!

Hotels 43

Hotels Travel Social Media Banking 43

LiveChat

NOVEMBER 22, 2017

But blogging is often the most recommended form of content usually because of its low barrier of entry. In fact, 53 percent of marketers say blogging is their top inbound marketing priority. If you do not have the resources to write blog posts 4+ times a month, you can invest in compounding blog posts for greater ROI.

Strategy 44

Strategy Marketing Social Media eBook 44