Joe Rawlinson

AUGUST 9, 2017

For instance, customers increasingly prefer self-service options to other options such as using the phone or email to talk to agents, with web self-service use increasing from 67 percent of consumers in 2012 to 76 percent in 2014, according to Forrester. Live chat is another technology you can use to improve customer experience.

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Omni-Channel Self Service Consumers Meeting 104

Optimove

AUGUST 15, 2023

A frictionless user experience. Coca-Cola set a prime example back in 2012 when consumers were relatively new to QR scanning. Scanning the codes unlocked an augmented reality experience, engaging customers with interactive games and exclusive content, fostering a memorable and engaging brand experience. The result?

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Brands Marketing Advertising Video 52

Eptica

JANUARY 22, 2016

This is particularly impressive bearing in mind that in 2012 Facebook was at the bottom of the ACSI’s social media category and near the bottom of the overall ranking. This overall downward shift is echoed by the 2015 Eptica Retail Holiday Customer Experience Study. In store 40% were unhappy with the service they received.

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Customer Service Social Media Retail Contact Center 48