Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. GDPR – 6 months on The General Data Protection Regulation (GDPR) was a key topic for every company selling to European consumers or operating in the EU.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

NetBase

APRIL 2, 2019

. Understanding the emotions motivating consumer behavior is never easy, and consumers posting online about every bit of their experience with your brand compounds the problem. With sarcasm, imagery and emojis thrown into the mix, brands struggle to gather accurate insight to inform strategy. Let’s take a peek.

Analytics 90

Analytics Report Social Media Consumers 90

Kustomer

OCTOBER 2, 2020

In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important. It’s not just about delivering on consumer expectations ?— it’s about exceeding their anticipated desires to drive loyalty.

Consumers 80

Consumers How To Retail e-support 80

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Consumers have wholeheartedly embraced the transition to digital banks. Consumers rely on real-time support for everything from assistance to financial transactions. Real-Time Everything.

Banking 236

Banking Customer Experience Self Service Financial 236

NetBase

FEBRUARY 28, 2019

Geography is an important social analytics metric – that’s why we venture near and far in our quest to understand consumer love for brands. Our latest NetBase Brand Passion Report 2019: Top Loved Australian Brands reveals insights about brands in the magical land of “Oz” – but there are takeaways for all brands everywhere.

Report 40

Report Consumers Brands Airlines 40

NetBase

SEPTEMBER 1, 2020

Brands around the world are struggling to entice an increasingly depressed populace and may not be feeling lots of love right now. And we have a whole report full of brands using social listening to do precisely that in our latest NetBase Quid Brand Passion Report: Top Global Brands 2020 – and you can too!

Brands 52

Brands Report Social Media Analysis 52

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

UJET

FEBRUARY 11, 2020

Today’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends. The survey reveals many interesting data points including consumers’ high desire to text with a live agent in real-time. Whether it’s through voice, text, or sharing photos and videos, the experience is identical.

Brands 72

Brands e-support Transportation Video 72

ShepHyken

AUGUST 12, 2019

Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Why brands must prioritize the happiness of millennial shoppers by Derek O’Carroll. This Is Why.

Customer Service 99

Customer Service ROI Customer Service Training CRM 99

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. Published on: August 29, 2019. Organized in the UK by the Institute of Customer Service , the 2019 program is built around five key themes. Eptica’s own research highlights the importance of trust.

Self Service 67

Self Service Brands Customer Service Consumers 67

NetBase

MARCH 3, 2020

Consumer and market intelligence can cut Uber’s operating costs, while increasing profitability, which could allow Uber to do away with EBITDA margins as its profitability measure sooner than projected. Uber posted 2019 FCF of negative $4.9 According to Statista , in 2019, “Uber spent $4.6 A couple of catches actually.

Consumers 56

Consumers Marketing Financial Measurement 56

Optimove

DECEMBER 26, 2019

.” “Trust Word-of-Mouth over brands.” ” These quotes – either from general business/finance sources such as Forbes, Kellogg, and Deloitte, or from more niche blogs such as Visual Capitalist, Equities, SmarterCX, and Steven Van Belleghem’s – all paint a very similar and clear picture of The Modern Consumer. .”

Consumers 72

Consumers CRM Ecommerce Loyalty 72

NetBase

AUGUST 28, 2020

The plant-based market is booming, and consumer intelligence is brands’ ticket to ride. Consumers attracted to the plant-based lifestyle have lots of questions that need answering. And savvy brands up to date on their consumer intelligence stand to reap rewards for their plant-based market innovations.

Consumers 52

Consumers Innovation Marketing Social Media 52

NetBase

MARCH 10, 2020

There are so many ways social analytics helps brands win, though some of those ways are much more exciting than others. When we see next generation AI helping brands predict trends, things get spicy. Unexpected insight has a way of raising brand managers’ adrenaline levels. In 2019, there was a $166.2M Not so with trends.

Trends 56

Trends Brands Ecommerce Automotive 56

Hallmark Business Connections

MARCH 9, 2021

If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person. After all, the pandemic has impacted consumers’ spending habits in profound ways. pre-pandemic.

Marketing 97

Marketing Brands Tips Financial 97

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. Good service builds trust, which in turn creates happy, loyal customers who spend more and stay longer with a brand.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

NICE inContact

MAY 16, 2019

Typically, the Net Promoter concept is applied to brands and products. This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer.

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

GetFeedback

DECEMBER 16, 2019

That’s why seven out of ten consumers in the U.S. According to Salesforce, 59% of consumers expect businesses to adapt to their changing expectations, or they will start feeling like you’re neglecting them. Improve brand perception. The process through which they achieve this matters to them. There are 2.77

Feedback 195

Feedback Industry Social Media Wait Times 195

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

Forrester's Customer Insights

OCTOBER 3, 2019

Halloween may be weeks away – but retailers and brands started to prep for holiday well before summer, and consumers know it’s coming (Selfridge’s opened its Christmas Shop in late July).

Retail 35

Retail Consumers Brands Customers 35

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

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. Staying on top of today’s social commentary is vital to the heartbeat of any good business, company or brand.

Ecommerce 52

Ecommerce Brands Marketing Social Media 52

ShepHyken

SEPTEMBER 27, 2019

It was the Thursday before Memorial Day 2019. This is the story of how one brand shocked and awed my entire family. Yet, 67% of consumers report that their standards for good experiences are higher than ever. (? That’s what your customers should be saying when they walk away from an interaction with your brand.

Customer Experience 117

Customer Experience Loyalty Engagement Customers 117

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! It includes a step-by-step guide to help you calculate the ROI of CX.

ROI 123

ROI NPS Metrics Financial 123

TechSee

JUNE 10, 2021

This blog challenges that status quo. Even before the pandemic created a remote-first world, 72% of consumers said they wanted to solve their problems or issues on their own without having to engage with a human customer service agent. Beyond consumer preference for self-service, the technology is advantageous to the company.

Self Service 207

Self Service Innovation Analytics Transportation 207

Lumoa

APRIL 4, 2023

It’s no surprise, then, that the ERP software market grew by nearly 10% in 2019 as more people realized how helpful this type of tool can be. You know which styles, colors, and brands that person likes, and you know how much they’re going to be able to spend on the watch. Are you mainly aiming at people of a particular age or gender?

Analysis 208

Analysis Customer Retention Customer Journeys Customers 208

Team HGS

SEPTEMBER 30, 2019

CX Day Thoughts on Brand-behind-the-Brand Storytelling. That’s precisely why brand storytelling is all the rage in today’s world. In the competitive marketplace, brands need a strong narrative to connect to customers—one that engages with empathy and bridges values, preferences—even lifestyle—of company and consumers.

Brands 40

Brands Social Media Contact Center Healthcare 40

Blueshift

SEPTEMBER 15, 2022

Are you reading this blog post on your smartphone? According to a late 2019 survey by Asurion , smartphone users in the US check their devices 96 times a day – or once every 10 minutes. . We’ve gathered some must-consume resources to help you answer these omnichannel marketing questions and more.

Marketing 52

Marketing Omni-Channel How To Resources 52

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). The 2019 CX Trends Report conducted by InMoment suggests that despite evolving conversations around CX, companies are struggling to balance their own needs and changing customer preferences.

Trends 53

Trends Customer Experience Comparison Loyalty 53

NetBase

NOVEMBER 8, 2019

Brands put lots of work in to capturing an increasingly complex consumer base. We explore that and more in our latest 2019 Consumer Experience Analytics Report: North America – and we have a preview of it below! Consumer Experience Data is Overwhelming. The data available to brands can be overwhelming.

Report 45

Report Sales Brands Analytics 45

C Space

JUNE 11, 2020

The Brand Move Roundup – June 11, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Fifteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Retail Government Advertising 52

NetBase

NOVEMBER 8, 2019

Brands put lots of work in to capturing an increasingly complex consumer base. We explore that and more in our latest 2019 Consumer Experience Analytics Report: North America – and we have a preview of it below! Consumer Experience Data is Overwhelming. The data available to brands can be overwhelming.

Report 40

Report Brands Sales Analytics 40

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

C Space

JULY 7, 2020

The Brand Move Roundup – July 7, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Policies Hospitality Advertising 52

transcosmos Information Systems

JANUARY 21, 2019

Meanwhile, 70% of unsatisfied customers whose problems are resolved are eager to do business with the brand again. This proves that consumers place a higher premium on excellent customer service than competitive pricing. Customer service in 2019 means you have to get creative in attending to unusual problems. Creativity.

Customer Service 48

Customer Service Course Exercises Social Media 48

inmoment

NOVEMBER 19, 2019

To help you sort through the massive amounts of market information, we’ve gathered some of the best CX insights from 2019 that you might have missed so you can better prepare for 2020. . Our survey revealed that consumers want to be heard, but not in the same way as before. Insight #1: Optimize the feedback experience.

Employee Experience 40

Employee Experience Feedback Chatbots Customer Centricity 40

Eptica

FEBRUARY 5, 2020

Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands. This is the longest period of decline in the report’s history, with even the top five brands surveyed seeing a drop in performance.

Customer Satisfaction 72

Customer Satisfaction Social Media Loyalty Consumers 72