Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

Experience Investigators by 360Connext

MARCH 12, 2015

Have a listen and then be sure to subscribe to hear more from SXSW 2015. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 110

Customer Experience Fashion Social Media Innovation 110

Provide Support

NOVEMBER 24, 2015

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives. Read more.

Social Media 40

Social Media Customer Service Customer Service Strategies Brands 40

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. consumers about their recent interactions with 283 companies across 20 industries. These social sites, however, are still an important channel for consumers under the age of 45. The economics of service recovery are compelling.

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Report Customer Connectedness Groups Retail 120

Vonage

FEBRUARY 23, 2017

In NewVoiceMedia’s whitepaper, Serial Switchers Strike Again , we learned that 49 percent of consumers switch companies after receiving service that does not meet their expectations. Research by Salesforce revealed that companies are 22 times more likely to retain their customers if they have a strong omni-channel strategy.

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Omni-Channel Consumers Self Service Social Media 218

CSM Magazine

NOVEMBER 3, 2015

Email delivers the fastest and most accurate customer service in US retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica. Only around two thirds (65%) of answers to routine questions could be found on company websites.

Social Media 40

Social Media Retail Customer Service Study 40

Clarabridge

SEPTEMBER 2, 2015

Let’s face it, enterprise software usually takes up a large portion of your social media and marketing budget. Justifying the cost of enterprise social media software isn’t always as easy and proves to be a time-consuming process to ensure a good fit for your company. Cost-Effectiveness. Advanced Support.

Social Media 40

Social Media Software Competitive Advantage Tools 40

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

transcosmos Information Systems

SEPTEMBER 10, 2015

In fact, a study shows that providing a bad customer service experience causes US companies a loss of an estimated $41 billion per year. Providing great customer service though is something that must extend to your social media channels. Social media has changed how people interact and develop relationships with brands.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

transcosmos Information Systems

SEPTEMBER 10, 2015

In fact, a study shows that providing a bad customer service experience causes US companies a loss of an estimated $41 billion per year. Providing great customer service though is something that must extend to your social media channels. Social media has changed how people interact and develop relationships with brands.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

CSM Magazine

JANUARY 11, 2016

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. Many brands though still need to grasp the nettle on full social media integration.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Win the Customer

APRIL 6, 2017

percent from 2014 to 2015, from $23.4 Social Integration. Today’s contact lists also include social media contacts, making social integration an essential feature of an effective CRM tool. Having this feature lets companies make the most of their CRM contact lists and leverage them to maximize sales conversions.

CRM 108

CRM Company Customer Experience Social Media 108

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Comm100

FEBRUARY 10, 2022

In a survey conducted by McKinsey & Company comparing customer experience (CX) in the public and private sectors, private companies came out far ahead. In today’s world of social media, a significant portion of that trust comes from other members of the public.

Government 130

Government Customer Experience Chatbots Social Media 130

ReviewTrackers

FEBRUARY 10, 2021

Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. . We’ve got the main touch points for customer interactions with a brand, which are public relations, advertising, media coverage, website, and online reviews and social media.

Management 123

Management Social Media Culture Advertising 123

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. According to LoyaltyOne’s October 2015 survey of more than 1,000 consumers, 47% of Cyber Monday shoppers said they’d be reluctant to make an in-store holiday season purchase from a retailer with whom they have an unhappy online experience. They may even reach out on social media.

Self Service 40

Self Service Customer Service e-support Retail 40

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Are you ready?

Entertainment 247

Entertainment Leadership Social Media B2B 247

GetFeedback

JULY 11, 2018

Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do. Why companies fall out of sync with customers. There’s no company-wide buy-in on customer experience initiatives. New products are consistently well received.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

transcosmos Information Systems

MAY 25, 2015

It’s no secret that mobile networks, social media and the widespread use of smartphones drastically altered the customer service landscape. We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015.

Social Media 48

Social Media Self Service Multi-Channel Trends 48

CloudCherry

DECEMBER 20, 2017

One of the most important things a company can do is to map the customer journey. Thus, companies were able to determine exactly what a customer would do when they’d make the decision to buy, or how they would look for information to help them make that decision. Now, companies have to build relationships and engage their customers.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

Experience Investigators by 360Connext

JANUARY 23, 2015

Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet many companies still don’t quite get it right. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it.

Customer Care 110

Customer Care Social Media Marketing Conference 110

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! The Art of Making Customers Happy on Social Media by Kevan Lee. Knowing How a Company Treats Its Customers Is Just as Valuable by Brian X.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Below are the top six customer service trends for 2015 according to Forrester : 1. According to Forrester, emerging customer support channels such as mobile and web self-service and video chat will gain momentum in 2015.

Trends 40

Trends Self Service Customer Service Customer Centricity 40

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it a clickstream?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

GetFeedback

MAY 5, 2019

Once a customer purchases an iPhone, the company automatically supplies them with the free-plan warranty services for the next 12 months, repairing and replacement of problematic parts. Introducing Plenti Reward system that lasted from 2015 to 2018, American Express has let their clients earn and redeem loyalty points.

Sales 277

Sales Loyalty Programs Social Media Policies 277

Win the Customer

FEBRUARY 26, 2016

Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity. Business sustainability means that the company protects its three P’s: profit, people and planet. A sustainable company has an eye on the important things that keep a company going for the long haul. Transparency as a Social Medium.

Omni-Channel 52

Omni-Channel Brands Company Social Media 52

NICE inContact

JULY 25, 2019

According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. The research shows that ideal company cultures prioritize an environment of listening. 3) Keep Your Agents Challenged. 5) Provide Coaching.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Technology 110

Technology Customer Experience Social Media Trends 110

CX Journey

DECEMBER 20, 2017

This means making yourself available where your audience is comfortable, whether that’s the phone, a certain form of social media, or face-to-face. Twitter-based customer service increased 250% from 2015 to 2017. Social media Think of your social media presence as an extension of your website.

Communication 137

Communication Brands Social Media Touchpoint 137

Vonage

SEPTEMBER 3, 2015

He’s well-known for being an advocate for charity, urging all big companies to give back to society. Marc Benioff may be a marketing machine promoting his company and his own image with as much enthusiasm as possible, but he knows to never cross the line into empty hype. The future is social.

Customer Service 120

Customer Service Social Media Hotels Conference 120

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) While they also use surveys and traditional methods to gather feedback, social media is a big channel of feedback for them. Thanks, @TripIt ! —

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Comm100

JANUARY 14, 2016

Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. A recent Vision Critical study shows that 84% of CIOs of customer-centric companies are focusing on improving mobile customer experiences. billion PC users.)

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Given the ubiquity of online communities, the question many companies are asking is whether they have the right ones in place. 4 types of online communities and the top benefits of each.

Social Media 100

Social Media How To Innovation Software 100

SuiteCX

DECEMBER 20, 2015

Everyone talks about how important it is to invest in web, mobile and social media analytics. suitecx ©2015, suitecx Inc. November 30, 2015 Customer Experience Improvement: Finding the Right Data Strategy As marketers, we are all focused on improving our customer experience and generating more revenue.

Data 100

Data Strategy Customer Experience Social Media 100