Michelli Experience

MARCH 15, 2017

today announced that bottled water surpassed carbonated soft-drinks in 2016 to become the largest beverage category by volume, capping what it described as a “remarkable, decades-long streak of vigorous growth.”…Total billion gallons in 2015 to 12.8 The article went on to note: “Industry tracker Beverage Marketing Corp.

Trends 230

Trends Brands Sales Course 230

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 100

Customer Insights Industry Innovation Sales 100

Eptica

OCTOBER 14, 2016

Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Published on: October 14, 2016. over the course of 2016 holiday shopping season in the US, hitting $655.8 Author: Neil Cox New figures from the National Retail Federation point to sales increasing by 3.6%

Ecommerce 48

Ecommerce Social Media Retail Consumers 48

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016. However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study.

Brands 48

Brands Customer Service Insurance Retail 48

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels. 10% fewer companies allowed non-customers to email them compared to 2015.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015.

Customer Service 48

Customer Service Social Media Poor Customer Service Consumers 48

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data.

Data 100

Data Social Media Analytics Entertainment 100

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Martin Hill-Wilson

JUNE 4, 2015

Once you’ve consumed this post please have a look at what he has produced. The average proportion of employees engaged at their work could be as low as just 13%. Engagement levels are lowest in sales and service functions, where most interactions with customers occur. You can grab the sources from his article.

Customer Engagement 40

Customer Engagement Engagement Employee Engagement Roadmap 40

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. Consumers want to interact on new channels.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 48

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver.

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1.

Self Service 40

Self Service Wireless Customer Service CRM 40

Optimove

OCTOBER 24, 2019

Think about marketing professionals from lastminute.com, ZEE5, Carbon38, Groupe Dynamite, MyTheresa, GlassesUSA, Lifesum, Rebecca Taylor, DVF, Culture Trip, and Talkspace gathering and answering burning questions, such as how to create value for every customer, always? How to win with long-term customer engagement?

CRM 53

CRM Connections Groups Strategy 53

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. A staggering 71% of consumers stated there is room in the market for better mobile apps so it’s now up to retailers to invest in mobile to improve the shopping experience. Digital solutions can improve the customer experience in so many ways.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. Author: Derek Lewis In today’s fast changing world consumer expectations are continually rising. This means that delivering the right levels of customer satisfaction is a journey not a destination.

Customer Service 48

Customer Service Knowledge Base Contact Center Banking 48

ProProfs Chat

FEBRUARY 13, 2020

Mobile Customer Loyalty. Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention. Customer Loyalty & Experience. Customer Engagement & Loyalty. What Loyal Consumers Want. Future of Customer Loyalty. million to 3.8

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? The state of UK travel customer experience. Published on: June 08, 2016. This is particularly disappointing for consumers, because they expect to receive the same answer to their query, whatever channel they choose to make contact through. Share this page on: Tweet.

Travel 48

Travel Airlines Customer Experience Social Media 48

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. Despite record UK sales of £1.1

Customer Experience 40

Customer Experience Retail Mobile Customer Service Online Experience 40

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends.

ROI 50

ROI Self Service Customer Experience Airlines 50

Think Customers

JANUARY 21, 2016

Companies like Rocket Fuel, Turn, PubMatic, Collective, and Centro all cut jobs in 2015 amid a downturn in ad spend. The message was clear: Advertisers and their partners need to do a better job of helping brands reach consumers. Last year was a rough year for the ad tech industry. 1to1Media.com/weblog.

Advertising 40

Advertising Trends Consumers Industry 40

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. The study, from Nottingham Trent University , also found that much of the time most users don’t even realize they are doing it, with consumers spending twice as much time on their phones as they think.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Verint

MARCH 28, 2018

Emerging technologies have significantly transformed customer engagement in recent years, from the rise of mobile reducing face-to-face communication, to artificial intelligence (AI) driving innovation across a range of sectors. But it’s not just brands that have harnessed advances in technology—consumers have too.

Chatbots 29

Chatbots Social Media Innovation Customer Retention 29

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. 8% don’t have a target response time on social media at all. Share this page on: Tweet.

Trends 49

Trends Customer Service Social Media Contact Center 49

Avaya

SEPTEMBER 2, 2016

The idea they hit upon was to give consumers the chance to be chosen as one of 100 digital influencers, allowing them to test-drive a new Fiesta for six months. So what are we bringing for 2016? When Ford wanted to reintroduce the Fiesta brand in the U.S. We listened and built the solution for that.

Innovation 40

Innovation Feedback Contact Center Customers 40

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. Driving online customers to the store In 2015 U.S. consumers spent $1.5

Retail 48

Retail Customer Experience Apparel Ecommerce 48

Tricia Morris

APRIL 8, 2016

Notes Jeremy Payne, international group marketing director at Enghouse Interactive, also interviewed for the self-service guide: “If you get the balance right, the result will be an optimized customer engagement process and reduced cost for the business at the same time.”. Take the Survey & Get the Report.

Self Service 40

Self Service Report Retail Survey 40

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. We brought the industry’s first customer engagement hub to market. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

OpinionLab

AUGUST 29, 2017

For this, you need to know the specifics of how customers behave and what they actually want. This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. When you look at customer retention across industries, the findings are quite striking. The difference between the 2015 and 2016 figures are clear.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130