Maru Group

NOVEMBER 28, 2018

It all leads us to suggest that – as predicted – many consumers headed online. Now, however, retailers are extending the period when deals and offers are available to help manage demand and avoid headline website failures witnessed in November 2014. Year-on-year, brand advocacy across retail websites is down. year on year.

Loyalty 45

Loyalty Retail Customer Experience Analysis 45

Maru Group

NOVEMBER 28, 2018

It all leads us to suggest that – as predicted – many consumers headed online. Now, however, retailers are extending the period when deals and offers are available to help manage demand and avoid headline website failures witnessed in November 2014. Year-on-year, brand advocacy across retail websites is down.

Loyalty 40

Loyalty Customer Experience Retail Analysis 40

Brandwatch CX

JANUARY 2, 2019

For context, as of April 2018, total worldwide population is 7.6 91% of retail brands use 2 or more social media channels. People aged 55-64 are more than twice as likely to engage with branded content than those 28 or younger. 96% of the people that discuss brands online do not follow those brands’ owned profiles.

Social Media 111

Social Media Video Advertising Marketing 111

ProProfs Chat

FEBRUARY 13, 2020

What’s more, these customer loyalty stats give an insight into factors that prompt customers to be loyal to a brand. Customer Loyalty Brands. What Loyal Consumers Want. Over half of the surveyed population reported that, if they like a brand, they will rarely purchase something different. Mobile Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Hello Customer

MAY 17, 2020

Our platform makes it possible to analyse customer experiences quickly and in an automated manner in order to determine how those customers feel about a brand, a shop, a product or a service. 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

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. And we all know, what goes online, reaches everyone and hampers the brand image as well. Consumer Engagement & Experience. This allows you to keep customers engaged with the brand and also boosts brand loyalty.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

ReviewTrackers

FEBRUARY 28, 2019

Online travel website TripAdvisor is continuously building a strong portfolio of travel brands. Headquartered in Needham, Massachusetts, the company has made a lot of moves to enrich its user experience for consumers and businesses alike. In 2014, TripAdvisor acquired Massachusetts-based Vacation Home Rentals.

Travel 50

Travel Hotels Wait Times User Experience 50

Eptica

JANUARY 23, 2019

Email is used by all, especially the young According to Forrester more consumers aged 12-17 use email than Facebook or Snapchat. 82% of this group are on email, up from 69% in 2014. Consumers like email There are multiple reasons that consumers value email.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

Maru Group

NOVEMBER 14, 2019

After sweeping into the UK limelight in 2014, Black Friday has fundamentally changed the way UK consumers shop. However, 2018 saw a decline in appetite. 2018’s peak growth was the lowest recorded by the IMRG Capgemini Sales Index. However, 2018 saw a decline in appetite.

Retail 40

Retail Sales Consumers Analysis 40

Helen Dewdney

DECEMBER 18, 2019

The white goods company Whirlpool, which produces the Hotpoint and Indesit brands, is yet again putting profits before the safety of its customers. On 17 December it announced a recall of certain models of washing machines manufactured between 2014 and 2018. Washing machine recall. However, this is not a full recall.

Retail 39

Retail Travel Social Media Consumers 39

Helen Dewdney

DECEMBER 18, 2019

The white goods company Whirlpool, which produces the Hotpoint and Indesit brands, is yet again putting profits before the safety of its customers. On 17 December it announced a recall of certain models of washing machines manufactured between 2014 and 2018. Washing machine recall. However, this is not a full recall.

Retail 39

Retail Travel Social Media Consumers 39

Helen Dewdney

JANUARY 9, 2020

Whirlpool, the white goods giant whose brands include Hotpoint and Indesit, has at last announced its plans for a partial recall of its faulty washing machines. On 17 December 2019 it announced a recall of certain models of washing machines manufactured between 2014 and 2018. I made my vote by buying a different brand.

Consumers 41

Consumers Travel Brands Report 41

PeopleMetrics

DECEMBER 5, 2014

I presented my driver''s license with an expired date on it, alongside a temporary license valid until 2018, my social security card and a credit card in my name. And another piece of paper that says I''m legal to drive until 2018 with my current address on it. Some brands are going much deeper than policy design and employee training.

Omni-Channel 76

Omni-Channel Policies Banking Travel 76

Thunderhead

MARCH 25, 2019

In 2018, Thunderhead was named as a Leader in the Forrester Wave for Customer Journey Analytics for the second time. This is driven in a large part by the digital economy and the success of new business model innovations such as direct-to-consumer and the subscription economy. It’s long-overdue.

Customer Journeys 40

Customer Journeys Customer Centricity Analytics Report 40

Hello Customer

MAY 17, 2020

Our platform makes it possible to analyse customer experiences quickly and in an automated manner in order to determine how those customers feel about a brand, a shop, a product or a service. 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

JUNE 15, 2021

The rate slowly went down until in 2014 when most BPO companies lay off most of their employees due to automation. Having said that, here are some reasons why you must work with a BPO company with lower attrition rate: Tenured Agents Become Brand Ambassadors. Hence, they can provide a better service quality for your consumers.

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Qualtrics

MARCH 20, 2019

Amazon, Everlane, and Allbirds are just some of the E-commerce brands that have opened physical stores in recent years. As consumers, we’re shopping more in stores too. In 2018 49% of consumers shopped in a physical store compared to 36% in 2014, according to PwC’s 2019 Global Consumer Insights Study.

Social Media 37

Social Media Study Customer Journeys Consumers 37

NetBase

SEPTEMBER 6, 2019

Bezos believes customers don’t often know what they want and it takes daring businesses to sort it out for them : For example, smart speaker Echo with voice assistant Alexa was released in 2014. I guarantee you they’d have looked at you strangely and said ’No, thank you,” Bezos writes in his 2018 letter. Market research doesn’t help.

Analysis 49

Analysis Ecommerce Social Media Comparison 49

CSM Magazine

FEBRUARY 28, 2018

Having a website that isn’t mobile-friendly in 2018 means you can say goodbye to leads and customers. Not only are consumers using their smartphones and tablets to browse the internet, but their app usage is increasing rapidly; investing in an app could be the solution to increase your business’ offering. million in 2014 (UK).

Social Media 40

Social Media ROI Return on Investment Loyalty 40

Circular Edge

MAY 2, 2022

Our panel included Drew Cook, CFO and head of operations at apparel brand Pact; Cari Thomas, CFO for healthcare services and technology firm Quatris Healthco; and Chantal Schutz, CFO and EVP at technology provider mCloud. For this article, we spoke with: Drew Cook has been the CFO of direct-to-consumer clothing retailer Pact since late 2014.

Culture 52

Culture Healthcare Apparel Financial 52

CSM Magazine

NOVEMBER 7, 2018

Consumers are inundated with options of where to buy from and it’s more important than ever to differentiate your brand. There are dozens of brands across multiple websites at every price to suit your budget. In 2017, Ecommerce was responsible for around $2.3 trillion in global sales and is expected to hit $4.5 trillion by 2021.

Engagement 40

Engagement Ecommerce Retail Competitive Advantage 40

ChurnZero

MARCH 6, 2020

Today’s conscious consumers value openness and transparency; they buy more than a product—they buy a company’s mission, values, and culture. If employees don’t buy-in to your brand’s ethos, then ultimately, your customer won’t either. You must love yourself before you can love someone else. Things just got deep.).

Customer Success 69

Customer Success Customer Journeys Culture Study 69

Tricia Morris

OCTOBER 22, 2015

Many enterprise brands and organizations are becoming increasingly challenged by an information problem: too much information, compounded by trouble managing it and delivering it to employees. Employee self-service knowledge benefits brands and organizations where a company culture initiative or change is underway. Productivity.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Thunderhead

AUGUST 13, 2018

The company was forbidden by Ofgem from taking on new customers in April 2017, again this March and in June 2018, that ban was extended indefinitely. They claim to have “successfully supported” consumer choice by boosting supplier numbers (from 27 in 2014, to around 70 today). Ofgem’s patience had run out.

Poor Customer Service 40

Poor Customer Service Financial Social Media Customers 40

Grade.us

JULY 7, 2020

How do they retain their #1 spot with consumers? Healthgrades, in their 2018 Report to the Nation , made a startling discovery. Healthgrades has the largest audience of healthcare consumers anywhere online. Consumers on Healthgrades are the chief health officers for their families. Superior branding.

Hospitality 37

Hospitality Healthcare How To Advertising 37

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Temkin Group was acquired by Qualtrics in October, 2018. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Temkin Group was acquired by Qualtrics in October, 2018. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

Social Media 45

Social Media Conference NPS Customer Success 45

Retently

AUGUST 22, 2018

Satmetrix NICE 2018 NPS Benchmark by Industry. Despite the uptick in metrics for customer service, aviation is still a sector, where customers have lots of issues when compared to other products or services that they consume on a regular basis,” said David VanAmburg, director of ACSI (American Customer Satisfaction Index).

Airlines 92

Airlines Customer Satisfaction NPS Net Promoter Score 92

Brandwatch CX

JANUARY 3, 2019

Whether you’re looking for some stimulating reading with your morning coffee, a self-confessed data geek, or a marketer who wants to understand how Twitter can help your brand, we’ve got the Twitter stats for you. As of Jan 2018, it was $24. During the 2014 FIFA World Cup Final, 618,725 tweets were sent in a single minute.

Brands 100

Brands Financial Marketing Consumers 100

C3Centricity

AUGUST 12, 2019

China, excluding Hong Kong, joined the top 20 most innovative countries in the WIPO global innovatio n index for the first time in 2018. In fact, according to Nielsen , IRI , Fortune and many others, it is estimated that between 85% and 95% of new consumer products in the US fail. It revives brands through excitement and buzz.

Innovation 136

Innovation Healthcare Brands Consumers 136

Magellan Solutions

JULY 28, 2021

The acceleration in consumer behavior change in 2020 has made an omnichannel strategy more important than ever. Consumers will always want better prices, selection, and convenience. Consumers have been engaging in transactional activities for thousands of years. Meet customers where they are. Marketplace traffic surged. .

Omni-Channel 52

Omni-Channel Ecommerce Multi-Channel Retail 52

Qualtrics

JULY 15, 2019

For over twenty years, Amazon has set the standards in e-commerce with almost unrivaled product inventory and competitive prices, and while that would be plenty for a successful business, what’s taken Amazon to a legendary brand is the combination of customer experience and product that keeps people coming back for more. Delivery and returns.

Customer Experience 37

Customer Experience Self Service Social Media Apparel 37

Answer Dash

JANUARY 9, 2019

I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand. Customer experience is now seen as a key business strategy for every brand. Most of those changes are driven by consumer demand.

Trends 82

Trends Customer Experience Insurance Chatbots 82

Qualtrics

DECEMBER 3, 2019

In the rush to claim their share, we consistently see brands launching unique offerings and campaigns at this time of year. A handful of consumers (8%) will capitalize on the Black Friday / Cyber Monday deals to do their Christmas shopping, with the majority following in late November and early December (24%).

Retail 26

Retail Multi-Channel Loyalty Programs Brands 26

Chattermill

JULY 31, 2019

Traditionally the only two-way interaction between a company and the consumer was at the point of sale and/or aftercare (which is often minimal and informal). In 2014, when a disgruntled passenger wrote a tongue in cheek letter of complaint letter of complaint to Ryanair and was shared over 65,000 times. We can’t say for sure.

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45