GetFeedback

NOVEMBER 19, 2018

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. Unlike the classic funnel that reflects a time when consumers were less connected to businesses and to each other, the loyalty loop acknowledges the impact that technology and social media have had on most consumers.

Loyalty 220

Loyalty Net Promoter Score NPS Effort Score 220

Beyond Philosophy

NOVEMBER 29, 2018

We spoke with Amit Sharma, CEO of Narvar and consultant to brands like Apple, Levi’s and Walmart, about how to keep up the emotional engagement with your customers even when interacting through technology. Sharma is an expert on how to build lifelong relationships with consumers after they have made a purchase.

Customer Experience 167

Customer Experience Retail Connections Consumers 167

BlueOcean

NOVEMBER 30, 2018

Solutions range from consumer issue resolution to Tier 1 and Tier 2 tech support to emergency roadside assistance. Their roster of clients includes Fortune 100 companies, brand category leaders, and change-makers. They are creators of practical solutions to real problems that enhance the relationships clients have with their customers.

Management 227

Management Insurance Leadership Customer Care 227

Beyond Philosophy

NOVEMBER 15, 2018

However, I recognize that there are some super-brand handbags that someone who is passionate about handbags could spot at 20 paces. Research shows that the branding elements on something like a handbag (or other designer fashion items) get larger and larger over time up to a certain price point.

Social Media 148

Social Media Fashion Exercises Brands 148

AskNicely

NOVEMBER 28, 2018

Brands that embrace NPS best practices are unlocking hyper growth and accelerated advocacy. Senior Vice President, Consumer Service. What advanced NPS users know is how to automate and act on their information daily, empower their staff, and use customer insights to retain more customers and grow their revenue. Nina Church-Adams.

NPS 150

NPS Net Promoter Score Study Groups 150

Kayako

NOVEMBER 30, 2018

Today’s consumers are digital natives. They interact with brands across every channel. They expect brands to be accessible above almost all else—and provide a continuous experience everywhere they interact. Because of the benefits for both the business and consumers, support teams have been quick to jump on the trend.

Self Service 125

Self Service Multi-Channel Software Social Media 125

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Consumers Desires have changed.

Consumers 96

Consumers Technology Chief Customer Officer Social Media 96

Kayako

NOVEMBER 30, 2018

Today’s consumers are digital natives. They interact with brands across every channel. They expect brands to be accessible above almost all else—and provide a continuous experience everywhere they interact. Because of the benefits for both the business and consumers, support teams have been quick to jump on the trend.

Software 120

Software Self Service Multi-Channel How To 120

ShepHyken

NOVEMBER 6, 2018

Christa defines customer experience as any touchpoint between a brand, message, or logo and the consumer all the way through the sales, service, and support process. One of the biggest consumer demands is turn around time. Now the consumer sets the expectations across every channel.” – Christa Heibel.

Omni-Channel 112

Omni-Channel Contact Center Touchpoint Leadership 112

NetBase

NOVEMBER 19, 2018

Calls for greater diversity are being heard in industries across the country, with Millennials and Centennials in particular rewarding brands that take a stand for important causes. Use social listening to uncover the causes that matter to your audience, and the actions they’d most appreciate by your brand. Experiences that Resonate.

Social Media 83

Social Media Marketing Conference Analytics 83

Prophet

NOVEMBER 5, 2018

But over the past few years, Chinese consumers are increasingly favoring local brands. For years, major studies, including the Prophet Brand Relevance Index™ (BRI), have been predicting a stronger consumer sentiment towards local Chinese companies. The post Want Your Brand to Win in China?

Brands 66

Brands Consulting Study Consumers 66

CloudCherry

NOVEMBER 13, 2018

In a recent study of 1000 consumers, Customer Thermometer found that 70% of people have abandoned a survey before completing it, 45% of customers tend to ignore requests for feedback. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. In fact, only 9% of customers answer thoughtfully.

CEM 170

CEM CRM ROI Survey 170

TechSee

NOVEMBER 20, 2018

There are two complementary trends in the market today that, together, have the power to significantly reduce truck rolls across a wide range of industries, such as telecom, utilities, consumer electronics, and more. Predictive support through data analytics. Remote visual resolution through live streaming video and augmented reality.

Innovation 153

Innovation Technology Self Service Call Center 153

TechSee

NOVEMBER 6, 2018

Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. . Are you aiming to use the solution with consumers or with technicians? What is augmented reality remote assistance? If so, which ones? Smart glasses?

Call Center 104

Call Center Insurance Customer Satisfaction Video 104

Answer Dash

NOVEMBER 27, 2018

Brands are battling to provide superior experiences across channels to win over customers, but are too many focusing on the wrong metrics? CES is a type of customer satisfaction survey that measures the ease of an experience with a brand. But looking forward, brands can’t ignore a critical component: The human element.

Effort Score 76

Effort Score Metrics Customer Experience Net Promoter Score 76

NetBase

NOVEMBER 7, 2018

There’s nothing better than finding consumers who are wild for your brand. Many brands dive into social media engagement haphazardly. Here’s an example: Japanese snack-brand Pocky is hugely successful in their home country. Perfect for a brand like Pocky. Customer Vs. Brand Perception.

Consumers 55

Consumers Social Media Analysis Brands 55

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. We’ve collected three specific strategies your brand can take to build and maintain trust with your audience, so that you can stay ahead of the next phase of social and digital customer engagement. “I

Social Media 64

Social Media Brands Customer Care Travel 64

Kayako

NOVEMBER 21, 2018

For these brands, customer service isn’t just a department within the organization, it’s the center of their entire company culture and plays a role in nearly everything they do. The brands mentioned above aren’t just shaping the customer service experience for their customers. They’re obsessed with their customers.

Culture 120

Culture Banking How To Customer Service 120

Avaya

NOVEMBER 15, 2018

Krista has over 10 years’ experience leading marketing, branding, lead generation and communications initiatives. Earlier this year, a client was interested in learning more about millennial channel preferences for consumer affairs and how they’ve changed over the past 5 years. Maybe this is simply an awareness issue?

Omni-Channel 54

Omni-Channel Self Service Social Media Survey 54

Eptica

NOVEMBER 21, 2018

The key is delivering a customer experience that engages consumers and builds loyalty, particularly online. Creating customer insight Delivering what consumers want relies on building a detailed picture of customer needs. How can they ensure that they thrive, rather than going the way of businesses such as Toys R Us and Sears?

Net Promoter Score 62

Net Promoter Score Retail Ecommerce Social Media 62

Avaya

NOVEMBER 14, 2018

Consumer expectations are rapidly evolving, and this is influencing major changes in the Contact Center. Technology solutions are also rapidly evolving to meet the needs of brands that are striving to make customers feel valued and meet their rising expectations. Getting there, however, isn’t simply about adding more technology.

Contact Center 63

Contact Center Data Conference Consumers 63

NetBase

NOVEMBER 9, 2018

We can all agree sabotage is bad – and no brand wants to find themselves at the center of a crisis. But interestingly enough, sometimes such situations – when handled well – serve to increase consumer love, instead of creating a loss of appetite. Even if you do everything right, you might find your brand stuck in a bit of a.

Social Media 45

Social Media e-support Consumers Brands 45

CSM Magazine

NOVEMBER 19, 2018

Whether it’s the rise of the ethical consumer, an increased focus on trust or a desire for organizations to be more responsive, it’s clear that today’s consumers have more power and influence than ever before. Memojis – a first move towards Consumer Agency?

Trends 88

Trends Customer Experience Social Media Self Service 88

C Space

NOVEMBER 28, 2018

We invited more than 1,000 consumers from Hatch — our proprietary mobile platform that allows consumers to answer critical business questions and engage with leading brands — to take a picture of something they think won’t exist in five years’ time, explaining why they think so and what they think will replace it.

Wireless 45

Wireless Sports Healthcare Consumers 45

GetFeedback

NOVEMBER 30, 2018

If you’re still not sold on live chat’s ROI, you should be when you hear this: FurstPerson reports that 77% of consumers won’t make a purchase unless there is a live chat feature available. This survey allows you to collect real-time customer feedback through beautiful, branded surveys that appear directly in a Salesforce Chat window.

Customer Service 236

Customer Service Survey Customers Tips 236

Alida

NOVEMBER 1, 2018

This builds a relationship between the customer and the brand. They asked current customers and general consumers to choose from 5 names that the GoDaddy team proposed. Customers are a great source of ideas about what product or experience enhancement to pursue. This is something Smithsonian does regularly to increase ad sales.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Maru Group

NOVEMBER 8, 2018

According to Maru/edr , 87% of consumers cite price as one of the main factors when choosing an energy supplier for their home. This increase in switching has been driven by emerging competition in the utility sector – emerging challenger brands now equate for 20% of the domestic energy market share. Opportunity for growth.

Brands 40

Brands Government Innovation Consumers 40

Maru Group

NOVEMBER 8, 2018

According to Maru/edr , 87% of consumers cite price as one of the main factors when choosing an energy supplier for their home. This increase in switching has been driven by emerging competition in the utility sector – emerging challenger brands now equate for 20% of the domestic energy market share. Opportunity for growth.

Brands 40

Brands Government Innovation Consumers 40

Maru Group

NOVEMBER 8, 2018

According to Maru/edr , 87% of consumers cite price as one of the main factors when choosing an energy supplier for their home. This increase in switching has been driven by emerging competition in the utility sector – emerging challenger brands now equate for 20% of the domestic energy market share. Opportunity for growth.

Brands 40

Brands Government Innovation Consumers 40

Bold360

NOVEMBER 14, 2018

It drives our moods and our behaviors and can dictate how we interact with family, friends, and even our favorite brands. Surveying over 1,000 US consumers, we found that most of us fall into one of four distinct (and colorful) personas. Social media that is. Flame-O-Grammars : This is a small, but often noisy group.

Self Service 59

Self Service Sports Social Media Groups 59