Currency Alliance

FEBRUARY 15, 2018

Retail brands can be saved; but not by conventional retail strategy. Illustratively: in 2013, Amazon’s services (Prime, third-party sales, credit, advertising and AWS) formed 22% of Amazon’s group revenue [iii]. The UK’s RPI data shows services becoming progressively more valuable over time, whilst consumer goods remains flat [vii].

Retail 110

Retail Brands Banking Loyalty Programs 110

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Alida

DECEMBER 15, 2016

Between 2009 and 2013, annual hospital deals have increased 14 percent. In 2013, the average M&A deal was valued at $224 million —a significant jump from 2007’s $42 million. The reality, however, is that mergers don’t necessarily improve patient care or lower costs for consumers. Another example comes from consumer goods.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Vonage

JANUARY 3, 2017

Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. At NewVoiceMedia, we’ve recently updated our Serial Switchers report and found that UK businesses are collectively losing £11 billion per year through poor customer service. billion less than in 2013.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

C Space

JULY 2, 2020

The Brand Move Roundup – July 2, 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 Airlines Policies Social Media 52

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience.

Contact Center 136

Contact Center Net Promoter Score Consumers Study 136

C Space

MAY 26, 2020

The Brand Move Roundup – May 26, 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. Instead, the brand will show “seasonless” collections twice a year.

Brands 52

Brands Fashion Travel Course 52

C Space

SEPTEMBER 1, 2020

The Brand Move Roundup – September 1, 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. general election. Operating revenue was down 87%.

Brands 40

Brands Airlines Social Media Government 40

Helen Dewdney

SEPTEMBER 4, 2018

As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Posts included finding insects in rice and taking Tesco to court in 2013. Tesco was reported as having given £5,000 to charity and put training in place and that was it. Consumer law change.

Case Study 60

Case Study Consumers Study Social Media 60

C Space

SEPTEMBER 7, 2020

The Brand Move Roundup – September 7, 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. early in the pandemic – reported a record $1.09 Rivard said.

Brands 40

Brands Report Sales Hospitality 40

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Clarivate

APRIL 18, 2024

In 2024, watch as the global trendsetter brings to bear its technological expertise combined with a captive Prime membership, brand recognition, and national employer buy-in to re-envision healthcare that truly works around the patient. Healthcare segment) across the nation as part of a $1 billion cost-cutting strategy.

Healthcare 52

Healthcare Retail Hospitality Insurance 52

TechSee

OCTOBER 23, 2018

consumers abandoned a brand due to lack of personalization and trust. Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . Amazon reports that 35% of all their sales are generated by the recommendation engine. According to Accenture , 41% of U.S.

Tools 157

Tools Customer Service Chatbots How To 157

ReviewTrackers

AUGUST 11, 2017

Online reviews and public feedback from other patients are an important research tool for healthcare consumers. . That is up from 25 percent of patients in 2013. According to newly released local search report by ReviewTrackers, 53 percent of consumers typically visit a business within 48 hours of searching online. .

Healthcare 83

Healthcare Hospitality Social Media Survey 83

Second to None

FEBRUARY 4, 2020

Advanced technology has served as a disrupting factor in most industries, but it has been especially impactful for grocery brands. One change that cannot be ignored is the effect that digital technology has had in terms of the journeys customers take when finding and choosing a grocery brand. consumer products leader.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

C3Centricity

APRIL 17, 2018

It’s called “15 Mind-Blowing Stats About Customer Centricity” and many of the research results reported are still valid today, so it’s definitely worth a read. to your brand, based upon their own personal experiences, at least in most cases. OK, so I’m not talking about the 2002 Minority Report.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

C3Centricity

OCTOBER 8, 2017

One of the best examples of this is still Oreo’s reaction to the power outage at the Superdome during the Super Bowl XLVII in 2013. Since then, we have seen a few more brands “stage” similar events during the Super Bowl; I’m referring to Tide and Snickers of course. ” Read more in this article on Wired.

Marketing 120

Marketing Social Media Loyalty Brands 120

Ann Michaels and Associates

DECEMBER 27, 2018

93% of local consumers use reviews to determine if a local business is good or bad (BrightLocal, 2017). • So make sure those reviews reflect you and your brand in the best possible light.??The 68% of Americans report positive reviews making them more likely to use a business (BrightLocal, 2017).

B2B 73

B2B Hotels Consumers Brands 73

NetBase

DECEMBER 12, 2018

Our 2018 European High Street Social Sentiment Report analyzes social sentiment of 29 popular chains and an overview of the category, with insight around indicators that all brands must pay attention to, starting now! Many brands confuse doing well with a position of safety. from 2013.”. It’s scary, for sure.

Apparel 59

Apparel Retail Entertainment Comparison 59

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. In fact, Hello Customer has made itself indispensable to businesses that wish to adapt to fast-changing consumer trends.”.

B2B 98

B2B Feedback Technology Customers 98

NetBase

MAY 21, 2020

Plans by Disney+ to release the filmed version of Hamilton ahead of schedule has consumers in a frenzy. Disney dominates direct to consumer (D2C) right now with this move. Having a rotation of new content is a selling point, of course, as 37% of consumers will sign up for streaming just to see a singular show or movie.

Comparison 67

Comparison Entertainment Consumers Trends 67

Stella Connect

DECEMBER 7, 2016

During the 2013 holiday season, shoppers across the U.S. You might assume this scenario forced brands to rethink their aggressive cutoff dates for online orders. More than half of consumers ( 56%, according to UPS ) say they’re not happy with an estimated delivery range; they prefer a precise date. But you’d be wrong.

Brands 40

Brands How To Retail Advertising 40

Eptica

SEPTEMBER 30, 2015

Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Win the Customer

FEBRUARY 1, 2016

Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. When customer service phone lines aren’t operating, consumers with problems may message brands on networks such as Facebook or Twitter in hopes of reaching a representative.

Social Media 52

Social Media Customer Service How To Consumers 52

Beyond Philosophy

JANUARY 19, 2015

According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Consumer motivation research (“On Brands and Word of Mouth”, Journal of Marketing Research, August, 2013), conducted by several professors at U.S. consumers, compared to 3.7

Automotive 60

Automotive Marketing Sports Social Media 60

Magellan Solutions

MAY 3, 2022

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand.

Call Center 81

Call Center Company Telecommunications Banking 81

SurveySparrow

NOVEMBER 15, 2019

Smartphones give consumers a louder voice and bigger presence. Fresh out of grad school, I applied for a job at DestinationCRM where I was very new to the technology reporting space. Since then I’ve reported on martech and adtech news before focusing on customer experience. Luckily, I still got the job.

Advertising 71

Advertising Chatbots Survey e-support 71

ReviewTrackers

JULY 12, 2019

Also, between research and negotiations, there are a hundred other things to consider: loan costs, maintenance and insurance, vehicle history reports, safety ratings, rebates and financing programs, what-have-you. According to a 2014 study by J.D. According to the 2016 J.D. times) than those older than 55 (5.2

Automotive 77

Automotive Customer Experience Social Media Analytics 77

ReviewTrackers

JULY 12, 2019

Also, between research and negotiations, there are a hundred other things to consider: loan costs, maintenance and insurance, vehicle history reports, safety ratings, rebates and financing programs, what-have-you. According to a 2014 study by J.D. According to the 2016 J.D. times) than those older than 55 (5.2

Automotive 72

Automotive Customer Experience Social Media Analytics 72

Magellan Solutions

MARCH 8, 2021

According to a report by Harmony Healthcare IT. Medical transcription is when a transcriptionist types a medical report from a dictated audio file. Brand loyalty. Consumers that said customer service is a vital factor in their choice of loyalty to a brand. Consumer support. Medical Transcription.

Healthcare 52

Healthcare Call Center Consulting Insurance 52

Clarivate

APRIL 24, 2023

In addition to the direct-to-consumer model, One Medical works with 8,500 employers that offer care to their employees. The independent Blues generally are comfortable local fiefdoms that enjoy the benefit of the Blue brand and Blue Cross Blue Shield Federation’s national reciprocal network arrangements. Key acquisitions by U.S.

Healthcare 89

Healthcare Marketing Insurance Groups 89

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. How to Unite as a Brand. But, why this report?

B2B 95

B2B Company B2C Customer Centricity 95

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. In fact, Hello Customer has made itself indispensable to businesses that wish to adapt to fast-changing consumer trends.”.

B2B 52

B2B Feedback Technology Customers 52

Magellan Solutions

JULY 31, 2021

Although a large number of legitimate businesses use telemarketing to reach consumers. Every type of business and professional office is a potential target for a “telescam” Telemarketing fraud robs consumers of approximately $40 billion every year. seniors across the nation, scamming tens of thousands of consumers.

Company 52

Company Banking Advertising Call Center 52

Alida

JULY 28, 2016

In 2015, the analyst firm Gartner dropped big data from its Hype Cycle for Emerging Technologies report. Customer intelligence that involves more direct human-to-human interactions with consumers remains vital. The big data hype is officially dead. By 2010, the term “big data” had entered the common lexicon.

Data 100

Data Social Media Analytics Entertainment 100

CSM Magazine

DECEMBER 11, 2015

A new Xerox report, ‘The State of Customer Service 2015’ reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons. Consumers continue to be increasingly hard to please.

Net Promoter Score 40

Net Promoter Score Call Center Study Customer Care 40

Eptica

JULY 27, 2016

This is backed up by damning new consumer research commissioned by fixed-fee UK estate agent YOPA. What it also highlights is the impact of poor customer service – it backs up Eptica research that found that 82% of consumers often or always switched supplier if they failed to receive a satisfactory experience. The result?

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48