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What 1000 Consumers Say About Bad Customer Service


Word of mouth marketing is one of the most valuable forms of marketing with 92% of consumers believing recommendations from friends and family over all forms of advertising. ” Companies assume bad customer service is a cause of customer churn; and that word of mouth heavily influences consumer decision making. CONTENTS. Intro: Word of mouth marketing. 2: Our experiment.

Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity


The post Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity appeared first on C3Centricity. Marketing is an old profession. It’s been around for hundreds of years in one form or another. If you’d like to see more about its complete history, then I highly recommend this Hubspot infographic. They realised […].

National Consumer Week 2nd November 2015

Helen Dewdney

Week beginning 2nd November is National Consumer Week. Citizens Advice , Chartered Trading Standards Institute (CTSI) and the Department for Business, Innovation and Skills today launch National Consumer Week and are urging people to get to know their new consumer rights as Christmas shopping gets underway. Women’s clothing – complaints rose by a fifth.

Creating Digital Habits in Consumers to Inspire Digital Adoption


Creating Digital Habits in Consumers to Inspire Digital Adoption. Businesses around the world are undergoing a digital transformation, using technology to radically improve performance by rethinking what customers want most and creating operating models which offer competitive differentiation. Read More. Jacada Blog

Magic Mirror Reflects Major Innovation for the Connected Consumer


Visit me on the web at More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin Eye-popping innovation for top-notch service. The best of both worlds.

3 Truthful Behaviours of Millennial Consumers

Michel Falcon Experience

I’d guess yes.Has your company formally strategized and developed a way to attract the millennial consumer? The post 3 Truthful Behaviours of Millennial Consumers appeared first on Michel Falcon Customer and Employee Experience Expert Do you have a marketing plan for your business? They didn’t simply email statistics… Read More».

It's Here! Forrester's Consumer Privacy Segmentation

Forrester's Customer Insights

For over a year now, I and several colleagues on our Technographics and Data teams have been working on a completely new way to understand consumers' complex feelings about privacy and personal data. We've been researching consumer privacy for a while now, but we wanted to bring it to life, and to provide our clients a way to assess their own customers' privacy sensitivities in order to best understand how to apply the frameworks we've developed over time. The effort was inspired by Forrester's brand mission to challenge thinking, and lead change. Read more.

Full steam ahead to a better consumer deal for Rail passengers

Helen Dewdney

It’s good news for rail passengers today, as their rights are boosted by the Consumer Rights Act, giving a much better deal on compensation for delays, cancellations and overcrowding. When the Consumer Rights Act 2015 was implemented on 1 st October last year, Sea, Rail and Air were made exempt from its conditions. Press release. However, following the Which? Designed by Freepik.

The Changing Pattern of Consumer Communications

Experience Matters

consumers prefer to communicate with each other, analyzing their answers to the question, Which method would you most likely use to communicate with your friends? For the past several years, we’ve been examining how U.S. As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […]. Customer experience

How Consumers Are Changing the Face of Customer Service (Infographic)

Provide Support

While failure to address the changing consumer needs can put your business at risk. Consumers are mobile and self-reliant: they are talking, texting, browsing, chatting and tweeting more than ever. In fact, 72% of consumers already stopped doing business with a company because of a bad service experience.(.). Read more. 2003 - 2015 Provide Support LLC. Permalink | No comment.

Brands Ignoring Consumers on Social Media Are in Trouble (Infographic)

Provide Support

Gone are the days when we didn’t need to worry about using social media for customer support. But today, it’s not even a question. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand. The bad news is that brands reply to just 11% of people leaving the majority of inquiries ignored. Read more. Permalink | No comment.

Exclusive Chicago Auto Show Interview: Consumer-Driven Innovations


I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. More Posts - Website Follow Me: The post Exclusive Chicago Auto Show Interview: Consumer-Driven Innovations appeared first on Customer Experience Consulting. The Chicago Auto Show, now in its 107th year(!), Mistakes do happen.

What did the EU do for consumer law?

Helen Dewdney

I have been asked a lot what EU law affects consumer law and what would happen to consumer law should we leave the EU on Thursday. EU legislation is intended to give consumers across the EU equivalent rights. See the UK European Consumer Centre for more details. So what do we have consumer law related and what is likely to happen to them? The Consumer Rights Directive 2013 . The UK implemented the: Consumer Rights (Payment Surcharges) Regulations 2012, Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and.

The Complaining Cow releases new edition of bestselling consumer rights guide

Helen Dewdney

Third edition of the popular book – Now updated for Consumer Rights Act 2015. Helen Dewdney, The Complaining Cow consumer campaigner and blogger at has rewritten her Amazon bestseller “How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!” to reflect the latest changes in consumer law. The Consumer Rights Act 2015 comes into force on the 1 st October 2015. Consumers are now protected buying downloads for example. Press release. Paul Lewis, financial journalist, says. Buy this book.

A Guide to the Consumer Rights Act 2015

Helen Dewdney

The Consumer Rights Act 2015. This Act comes into force from 1st October 2015, when the following Acts will be repealed/amended: Supply of Goods (Implied Terms) Act 1973 will cover business to business contracts and consumer to consumer contracts only. Sale of Goods Act 1979/ Sale and Supply of Goods Act 1994 will still apply to business to business contracts and to consumer to consumer contracts. Supply of Goods and Services Act 1982 will cover business to business contracts and consumer to consumer contracts only. The sale and supply of goods.

The Evolution Of Consumer Attitudes On Privacy

Forrester's Customer Insights

However, by using our Forrester''s Technographics 360 methodology, which blends multiple qualitative and quantitative data sources, we found that attitudes on privacy are evolving: Consumers are beginning to shift from a state of apathy and resignation to caution and empowerment. With Anjali Lai. The tide is turning on privacy. big data. contextual privacy.

Consumer champion says “Know your EU rights”

Helen Dewdney

Press release: Consumer champion says “Know your EU rights” As a nation the British aren’t very good at complaining. The Consumer Rights Act , introduced on the 1 st October, consolidated a number of Acts and introduced cover for digital goods, but with so few people currently knowing and using their legal rights the numbers complaining might decrease still further. Helen Dewdney, The Complaining Cow , consumer rights blogger and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! Full story here ).

What Causes Consumers To Keep Using Your App? Three Key App Features Stand Out


Perhaps not surprisingly, we found that apps generate varying levels of engagement simply due to the type of app they are: Consumers access gaming apps more frequently than they access travel apps, for example. Consumer Mobile Activities. What is the secret recipe for creating an app that users open day after day? What did we do? What did we learn? app engagement. mobile apps.

5 ways you can prepare today for the consumer of tomorrow


Less than 15 years ago, online shopping had yet to take off and your target consumers were happy to research and buy products at bricks and mortar stores. From tablets to wearable tech, consumers now use an average of five connected devices to research, compare and purchase products. In the age of social media, smartphones and self-service, things are very different. Share them below.

The 4 Powerful Emotions of Consumer Marketing

Joe Rawlinson

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. Today’s consumer has a shorter attention span and will move on to the next thing in five seconds or less, so companies use humor to engage them the moment an ad begins. Between television, radio and the Internet, there are a lot of mediums to lose a message.

The Consumer to Contributor Continuum (Part One)

Up Your Service

The Consumer to Contributor Continuum. People who live in developed societies are routinely referred to as “consumers.” We consume food, beverages, electricity, gasoline, entertainment, clothing, an ever-growing variety of household gadgets, electronic devices, and other accumulating “stuff”. Consumer” is a synonym for “customer” or “shopper”. It’s the ultimate taker.

International Day of Older Persons: Treat older customers properly & fairly, says consumer campaigner The Complaining Cow

Helen Dewdney

But frequently older persons are more vulnerable to being fobbed off by big companies when it comes to consumer rights such as being mis-sold or not gaining redress when they are entitled. Helen Dewdney, The Complaining Cow consumer rights blogger and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! Press Release. she declares.

A guide to credit cards and the Consumer Credit Act 1974

Helen Dewdney

You have a right to be refunded if you make a claim within 6 years (5 in Scotland) using Section 75A of the Consumer Credit Act 1974. However under Section 75 Consumer Credit Act 1979, the purchaser loses this legal protection if the card payment is processed via PayPal. For an example of using the Consumer Credit Act 1979 see this post. Chargeback.

Balance Consumer Needs with Business Needs


Businesses often feel challenged by balancing their customer’s needs with the needs of the business. This position of trying to balance needs suggests a compromise in which case both sides lose something. But there is a better answer. The trick … Continue reading → Customer Experience Design interviews

Do consumers who spend more get better service?

Service Untitled

While we are all taught to make our customers our priority in business, do we as a rule offer the same service to the consumer who only frequents our store during the holiday buying season, or do we make exceptions and bend further to the left or to the right when it comes to mitigating bad customer experiences depending on the customer or how much they have spent?

The New Golden Rule of Consumer Behavior

Think Customers

Peace on Earth and goodwill toward man--admirable concepts, particularly at this time of year, but still considerably lacking among the general public as of late. You see, 'commercialism' has become the C-word that defines the season, not 'Christmas' or 'Chanukah' even, putting the focus on 'me' ahead of 'we' more and more each year.

[Infographic] A Millennial's Perspective on the Millennial Consumer


Millennials, also known as Generation Y, are a big deal, and I’m not just saying that because I’m one of them. Customer Experience

Delivering what US consumers want


Date: Friday, July 8, 2016 Delivering what US consumers want. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior. Customers are becoming more demanding While consumers are more loyal to brands and products, this comes at a price.

Is it the Consumer’s Fault Customer Service is Vanilla?

Michel Falcon Experience

One thing that hasn’t changed is our behavior toward customer service as consumers. Let’s ensure our customer service expectations as consumers are aligned with what we deliver as a professional. The post Is it the Consumer’s Fault Customer Service is Vanilla? First, I believe customer service is improving. How do I know this? Tell me.

Do Consumers Prefer Live Chat over Other Customer Service Methods?

Win the Customer

It’s no surprise that almost one third of all consumers are now expecting live chat to be available on any business website. Live chat is a customer service option that fits into the consumer’s lifestyle. SMS and phone calls are currently the lowest rated by the consumers, with 42 percent and 44 percent, respectively. Live Chat: The Path to Highest Customer Satisfaction.

NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service

Tricia Morris

brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. State of Multichannel Customer Service Report also takes a look at current social customer service expectations, showing that 65% of consumers now expect a response from a brand or organization within 24 hours when they post or tweet in regard to service.

NEW REPORT: 98% of U.S. Consumers Say Customer Service is Important in Choice of, Loyalty to Brands

Tricia Morris

State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when interacting with a brand or organization for customer-related questions and issues. Consumers Say Customer Service is Important in Choice of, Loyalty to Brands appeared first on Parature.

As Consumer Tech Remakes the Workplace, a Thoughtful Security Strategy Is the Best Defense


For the most part, we’ve enthusiastically embraced this technology revolution in business, but recently it’s evolved to a point where consumer technology is now reshaping the workplace. The fact is our growing dependence on consumer technology puts our companies and us at higher risk to become victims. It’s been a long while. Think about it. Nest or Hues), even the cars we drive.

CX leaders: Don’t let empowered consumers pass you by


Empowering your consumers is the key to improved customer experience. I’ll always remember a session at an Advertising Research Foundation conference in 2008 delivered to an audience of consumer research professionals in New York City. As it turns out, this adaptation to the “lifestyles of consumers” actually could be summed up in one word: “empowerment”. Empowered consumers need to believe they have a share, she reasoned. Empowered consumers consider a long, structured survey about issues you (and not them) deem as important to be abusive.

The Consumer to Contributor Continuum (Part Two)

Up Your Service

Read Part One now… Every time you consume something, you have an opportunity to connect and contribute to someone else’s experience of life. In each of these scenarios, you found a way to pass acknowledgement and appreciation to the people from whom you were consuming, instead of treating them as a mere means to an end. Consumer attitudes can be found in the workplace, too.

2015 Consumer NPS Benchmarks Study - Part III: Entertainment & Telecom



Forgotten Facts & Fantasies of Customer Delight


A warm welcome is something you show your customers, consumers, and clients. (>> Tweet this <<) It is not a simple phrase repeated without depth or substance. But more than 70% of consumers expect a welcome email when they subscribe to your offer, according to BlueHornet. They are happiest when they are delighting their visitors. You’re welcome. Not in Peru.