Vonage

OCTOBER 2, 2017

The Economist published a report sponsored by Salesforce on the customer-led economy in 2013, but four years on this phenomenon is only growing. Plus, Generation C are much more in control of their online experience than ever before. With a smartphone in every pocket, the customer-led economy is here – but are you ready?

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Vonage

JULY 31, 2017

The Economist published a report sponsored by Salesforce on the customer-led economy in 2013, but four years on this phenomenon is only growing. Plus, Generation C are much more in control of their online experience than ever before. With a smartphone in every pocket, the customer-led economy is here – but are you ready?

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Retently

AUGUST 22, 2018

Airlines 2013 | By No. And here’s a trend analysis of the bottom-line margins of the airlines industry from 2008-2013: Airlines industry | Bottom-line margins 2008-2013. On the other hand, relationship drivers are more generic, like, the reliability of services, value for money, online experience, etc.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

ijgolding

DECEMBER 11, 2014

By 2013 Norwegian had started to receive awards for the best European low-cost carrier – a trend that has continued into 2014. So are the plaudits that Norwegian is receiving reflective of the experience? Let me start with the online experience. For example, online check in is not that easy to figure out.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

Eptica

SEPTEMBER 10, 2015

For example the number of people who have used Twitter for customer service has increased by almost 70% since 2013, according to Forrester. Poor online experience Customers have high, continually rising, expectations. Based on this analysis McKinsey sees four reasons for slow take up of digital service: 1.

Customer Service 48

Customer Service Self Service Social Media Contact Center 48

Gainsight

JULY 7, 2021

I can pretty vividly remember the first Pulse conference I attended back in 2013. Gainsight hosted Pulse 2013 at the Four Seasons in San Francisco, California. And just nine weeks later, we transformed our much-loved conference into an online experience for more than 20,000 Customer Success and Product professionals from 50+ countries.

Social Media 45

Social Media Conference NPS Customer Success 45

Joe Rawlinson

JULY 8, 2015

Research from Accenture highlights that 68% of Millennials demand an integrated, seamless experience regardless of the channel. So perhaps this one area where retailers can improve – by creating an online experience that is closer to the in-store experience.

Customer Service 60

Customer Service Social Media Ecommerce Retail 60