C Space

APRIL 30, 2020

The Brand Move Roundup – April 30, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. On Monday, fashion retailer J.

Brands 52

Brands Retail Video Advertising 52

C Space

AUGUST 4, 2020

The Brand Move Roundup – August 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Four 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 40

Brands Advertising Retail Report 40

C Space

JUNE 25, 2020

The Brand Move Roundup – June 25, 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. More than 8.5

Brands 52

Brands Airlines Travel Transportation 52

C Space

JULY 15, 2021

BOSTON, January 21, 2021 – Boston based, C Space CEO, Jessica DeVlieger has been announced in the Top 50 Best CEOs for Women, by workplace culture monitoring site Comparably. It’s exciting to be part of a team genuinely striving to build a diverse and inclusive business for all C Spacers regardless of how they identify.”.

Culture 52

Culture Leadership Policies Analysis 52

Kayako

JANUARY 24, 2018

I’d purchased flights through a popular comparison site only to find double charges in my bank account. Did the comparison site or airline double book me? We predict it’s the technology they choose that will reflect how close they want to get to their customers. This is how we see the breakdown happening.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Kustomer

JULY 31, 2019

Organizations face this every day: how to deliver the best possible product while also winning trust through superb service. Even a superior product can fall victim to poor sentiment, as 47% of consumers report they won’t even engage with a brand after being disappointed. It turns your agents into advocates.

Analysis 45

Analysis Multi-Channel Social Media Omni-Channel 45

CSM Magazine

JUNE 7, 2022

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments. There has been a rapid change in recent years in how people live and work.

Banking 52

Banking e-support Financial Report 52

Think Customers

DECEMBER 2, 2019

It’s no secret that consumers want and expect personalized experiences from brands. Brands that take the time to learn why their customers buy goods and services—not merely what they buy—will fare the best amid evolving customer journeys, experts say. If you can’t personalize your experience, you risk becoming a commodity.”

Consumers 52

Consumers Retail Brands Study 52

ProProfs Chat

JANUARY 7, 2020

Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . By the same logic, one outstanding customer experience can convert them into loyal brand ambassadors, lifelong. . By the same logic, one outstanding customer experience can convert them into loyal brand ambassadors, lifelong. .

Customer Service 112

Customer Service How To Customer Journeys Customer Centricity 112

Playvox

SEPTEMBER 14, 2021

The best way to motivate people is to give them meaning, purpose, and an understanding of how their work contributes to a company’s overall success. A thriving company culture is a reflection of your values as a brand – and it’s another way your organization can stand out in a crowded market where your customers have many options.

Culture 59

Culture Contact Center Study Leadership 59

Beyond Philosophy

SEPTEMBER 6, 2016

Professor Payne cites five reasons: 1. There are three main applications of customer management systems: selling and sales force automation, informal and formal marketing/communications, and customer service. Many companies devote considerably more energy and resources to capturing customers than they do to keeping them.

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

Innovative CX

OCTOBER 24, 2019

Millennial workers possess the technical know-how, social media savviness and expectations for work-life balance that are unique to them alone. Millennial workers possess the technical know-how, social media savviness and expectations for work-life balance that are unique to them alone. Companies are battling for talent.

Net Promoter Score 40

Net Promoter Score Social Media Effort Score Culture 40

delighted

JANUARY 14, 2020

Often used as a barometer for brand health, Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors by asking: “How likely are you to recommend ABC Company?”. Those who answer 9 or 10 are called “promoters,” and they are your brand’s biggest fans. What is a detractor?

NPS 40

NPS Net Promoter Score Effort Score Feedback 40

CXApp

JULY 31, 2018

With a power or water bill, for example, customers want to be able to see how much of each resource they’re using, the breakdown of costs, and even varying solutions for managing excess. It’s not that brands or organizations necessarily want to make the jump, it’s more that they have to. It’s s-l-o-w and not contextual.

Touchpoint 40

Touchpoint Case Study Communication B2C 40

CXApp

JULY 31, 2018

With a power or water bill, for example, customers want to be able to see how much of each resource they’re using, the breakdown of costs, and even varying solutions for managing excess. It’s not that brands or organizations necessarily want to make the jump, it’s more that they have to. It’s s-l-o-w and not contextual.

Touchpoint 40

Touchpoint Case Study Communication B2C 40

Experience Investigators by 360Connext

AUGUST 3, 2021

They are designing customer feedback surveys and strategizing around the onboarding communications. They are communicating directly with customers and presenting to leaders. Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Qualtrics

FEBRUARY 18, 2021

The scientific community has done an amazing job of accelerating the creation and testing of very effective and safe vaccines. The top reasons cited for this hesitancy were concerns about the vaccines’ safety and possible side effects. Their work has provided the world with hope. But vaccines on their own are not the answer.

Government 26

Government Customer Journeys Self Service Guidelines 26

Talkdesk

SEPTEMBER 2, 2015

Zetterberg is the author of a book called “ Feedback Automation ,” which provides companies with guidance on how to respond to customers empathetically and effectively. Twenty years ago, he said, phones were the only method of communication between companies and customers, aside from in-store consultations.

Customer Service 40

Customer Service Net Promoter Score Call Center Survey 40

Customer Interactions

MARCH 28, 2013

Pundits have long debated the root causes of crime and how to combat it, such as investing in education, early intervention, and programs to reduce unemployment. Chicago’s Office of Emergency Management and Communications (OEMC), for instance, operates around 1,000 surveillance cameras. Can technology also be a safe-city enabler?

Technology 45

Technology Social Media Video System 45

Qualtrics

NOVEMBER 14, 2019

Another survey, this time by PwC revealed that customers were generally unimpressed by their experiences with brands , citing a ‘lack of human touch’ as their main criticism. It’s the busiest time of year for customers with long gift lists for friends and family, parties to arrange, homes to decorate, and journeys home to plan.

Connections 20

Connections Retail Ecommerce Consumers 20

Thunderhead

AUGUST 13, 2018

Iresa’s email to one of my colleagues – he glibly described this communication as “the first time they got in touch with me in over a year”. Clearly, customers were at the end of their tether – and their compulsion to share didn’t stop at Social Media and review sites. So, how could things have got this bad? That’s 1.5%

Poor Customer Service 40

Poor Customer Service Financial Social Media Customers 40

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

LiveChat

OCTOBER 20, 2016

As much as 96% of visitors on your site are not there to buy. So to convert even a fraction of this number is an important task that can be achieved by awesome content on the site. So to convert even a fraction of this number is an important task that can be achieved by awesome content on the site.

Strategy 28

Strategy Social Media Survey Groups 28

C Space

JULY 28, 2020

The Brand Move Roundup – July 28, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Four 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 Tourism Advertising Fashion 52

C Space

SEPTEMBER 8, 2020

The Brand Move Roundup – September 8, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. The portal is free for any business to add to its own site.

Brands 40

Brands Airlines Transportation Government 40

SmartKarrot

NOVEMBER 2, 2020

The best way to know how to retain customers is to hear it from other business owners who do just the same. The best way to know how to retain customers is to hear it from other business owners who do just the same. It will help increase brand loyalty which translates to customer loyalty and retention.”.

Customer Retention 21

Customer Retention Strategy e-support Social Media 21

Comm100

NOVEMBER 6, 2017

Although social media isn’t quite as mythicized as it was in its youth, companies that haven’t already done so are flocking to sign up for this golden communication and marketing opportunity. Free Download] How to Structure Your Website for Better Conversion. Today, Instagram is 7 years old. Twitter is 11 years old. Shift Blame.

Social Media 153

Social Media Examples Customer Service Tips 153

ProProfs Chat

OCTOBER 31, 2018

In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight.

Customer Experience 106

Customer Experience Marketing How To Social Media 106

SurveySparrow

MARCH 21, 2023

One or two bad experiences will forever be etched on business review sites where you get cited as a bad business to work with. The relationship between customers and businesses is greatly influenced by the kind of experience you offer them. This is especially true of the B2B customer experience. The room for error is low.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Vonage

DECEMBER 8, 2016

They might discover your product on an app and then make a purchase on your site, before heading into your store to pick it up. While new technology provides new opportunities for sales, those brands who fail to develop complete visibility into cross-channel sales funnels, and the purchase paths of their customers, will falter.

Contact Center 120

Contact Center Poor Customer Service Social Media Call Center 120

C Space

SEPTEMBER 28, 2020

The Brand Move Roundup – September 28, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. The company has announced that i t discontinued U.S.

Brands 40

Brands Advertising Policies Tips 40

LiveChat

NOVEMBER 20, 2019

In short, how can the little guy compete with the giants and keep that special character and soul? The question then is: How can small- and mid-size retailers better find a niche and more customers along the way? The question then is: How can small- and mid-size retailers better find a niche and more customers along the way?

Retail 55

Retail Ecommerce Chatbots Sales 55

Qualtrics

NOVEMBER 21, 2019

Peloton members are its biggest brand advocates. Two thirds of new members know one or more people who already own a Peloton Bike, and 35% of new members cite family and friends as a top source when deciding to join the Peloton community. We care how people are treated and how they lead. And it works. Hulu is huge.

Omni-Channel 22

Omni-Channel Retail Entertainment Leadership 22

West Monroe

JANUARY 23, 2022

How will each point of the triangle contain costs, approach consumerism, and manage growth—all at the same time? In this outlook, we offer our take on how payers, providers, and life sciences companies—respectively and together—will approach these areas. But where is the industry headed from here?

Healthcare 52

Healthcare Multi-Channel Consumers Trends 52