Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Global Similarity Highlights. Download the Full Report.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Provide cost-effective 24/7 support to improve customer engagement.

Chatbots 206

Chatbots Industry Customer Service Wait Times 206

BirdEye

OCTOBER 5, 2023

What is a brand perception survey? How can customer service improve your brand equity? Brand perception is customers’ cumulative impression of your company based on every interaction and experience they’ve had. Brand perception surveys These are used to gather direct feedback from your target audience.

Examples 62

Examples Measurement Brands How To 62

Experience Investigators by 360Connext

MARCH 25, 2015

Jeannie Walters (@jeanniecw) March 24, 2015. Customer emotions matter in the C-suite. David Mingle , Executive Director, North American Customer Experience for General Motors, shared how CEO Mary Barra visits GM’s call centers and social command center to get a better sense of how customers are feeling.

Metrics 110

Metrics Chief Customer Officer Conference Airlines 110

Influitive

OCTOBER 11, 2015

Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm.

Customer Engagement 40

Customer Engagement Loyalty Engagement Social Media 40

Influitive

OCTOBER 28, 2015

And both are easily nurtured and spread through social media channels. A 2015 B2B Buyer’s Survey report found that 75% of buyers rely on social media to research potential vendors. A Guide To Engaging B2B Customers In The Digital Age. In a 2014 Gigaom Research survey of 300 U.S.

B2B 89

B2B Marketing Social Media eBook 89

Beyond Philosophy

JULY 6, 2016

Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. These results were based on a survey of 9,000 Chinese customers, about 60 different brands in five industries. However, China does have social media; it’s just their brand of it.

Social Media 113

Social Media Multi-Channel Customer Centricity Consulting 113

Experience Investigators by 360Connext

DECEMBER 11, 2014

Customer experience is seen as a project, not a way of business. Customer experience projects are great, as long as they are part of a bigger organizational mission. Creating an ideal customer journey map or sending out a survey is not enough to create a winning customer experience.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Alida

AUGUST 12, 2016

Validate your assumptions about Millennials by engaging them in an ongoing conversation. Thankfully, Millennials want to be included in the decision-making process beyond focus groups or social media. Capitalize on social media. It’s no secret that Millennials are heavy social media users.

Customer Insights 100

Customer Insights Engagement Marketing Social Media 100

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? There should be agent tools and customer tools, designed on a common platform.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

ProProfs Chat

FEBRUARY 13, 2020

To help you understand this further, we’ve put together a list of 60+ customer loyalty statistics that have been divided into the following categories: Customer Loyalty Program Statistics. Benefits of Improving Customer Loyalty. Customer Loyalty B2B Statistics. Social Media & Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Eptica

MARCH 4, 2016

To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media. For consumers looking for a response to their queries, the best option is to turn to social media.

Self Service 48

Self Service Brands Social Media Contact Center 48

Eptica

APRIL 29, 2016

In total, across the web, email and Twitter channels insurers successfully answered 58% of all questions, an 18% increase since 2015. Falling behind on the web In 2015 insurance was the bottom of ten sectors surveyed when it came to providing answers online. In 2015 just half gave accurate answers.

Insurance 48

Insurance Connections Customer Service Self Service 48

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. By contrast American shoppers are aiming to spend £250 ($382) according to the survey. An infographic illustrating the 2015 Eptica Retail Black Friday Customer Experience Study is available here.

Self Service 48

Self Service Customer Service Social Media Retail 48

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

DECEMBER 2, 2015

.” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? Almighty is a digital advertising agency that specializes in customer engagement campaigns for brands such as New Balance, L.L. We surveyed more than 500 stakeholders at another 188 companies.

Engagement 96

Engagement Customer Centricity How To Culture 96

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As well as electronics manufacturers, nine other sectors were surveyed in the overall study, including banking , telecommunications and retail.

Self Service 48

Self Service Customer Service Social Media Retail 48

CSM Magazine

JANUARY 20, 2022

The call centre software tools that improve customer satisfaction. Many of us who have contacted a call centre can relate to the words of Adele in her 2015 chart-topping single Hello ? Bad communication down to excessive transfers and long queues can quickly lose customer interest. even in the age of social media.

CRM 52

CRM Software Poor Customer Service Social Media 52

Eptica

NOVEMBER 25, 2015

Date: Wednesday, November 25, 2015 Consistency – the missing ingredient in retail customer service? Published on: November 25, 2015. retailers understand the importance of being multichannel, with 84% of those surveyed offering customer service via email, Twitter, Facebook and chat, alongside their website.

Retail 48

Retail Customer Service Social Media Self Service 48

Tricia Morris

JULY 7, 2015

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The newly-released 2015 U.S.

Self Service 40

Self Service Report Consumers Loyalty 40

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty.

Consumers 48

Consumers Social Media Self Service Video 48

Eptica

DECEMBER 4, 2015

Date: Friday, December 4, 2015 Happy Holidays? How good is retail customer service? Published on: December 04, 2015. Customers are not happy with service levels 35% of American consumers were dissatisfied with the experience they received online during November 2015. part of the research.

Retail 48

Retail Customer Service Social Media Contact Center 48

Eptica

JULY 6, 2016

Providing a view into the industry, the UK Contact Centre Decision-Makers’ Guide from analysts Contact Babel provides a rich and detailed picture of the state of the contact center industry today, covering a variety of factors from technology investments, to the channels that customers prefer for making complaints.

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Dealing with the rising number of customer complaints. Published on: August 26, 2015. Author: Pauline Ashenden Over the last ten years, customers have become increasingly more demanding in terms of the service that they expect from companies.

Social Media 48

Social Media Knowledge Base Government Consumers 48

Second to None

MAY 15, 2018

For example, Volkswagen, which was strategically and patiently nurturing its reputation as an environmentally conscious brand, suffered a heavy blow to its equity after the emissions scandal in 2015. distrust social media. How to measure brand equity?

Measurement 59

Measurement Brands How To Social Media 59

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. Be multichannel While there is no direct correlation between age and the channels that customers want to use, the multigenerational world means that companies need to offer a full range of ways of making contact.

Customer Service 48

Customer Service Social Media Contact Center Transportation 48

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. While fast and accurate (4 minutes and 28 seconds in the US on average), the majority of retailers that claimed to offer it, did not have it working when surveyed.

Retail 48

Retail Self Service Customer Experience Social Media 48

Influitive

AUGUST 3, 2015

In fact, the 2015 B2B Buyer’s Survey Report (sponsored by DemandBase and Demand Gen Report), found the top three resources that buyers rely on when researching potential vendors were: In addition, access to all of this information is making the buying cycle longer. Increase social media buzz.

B2B 66

B2B Report Social Media Marketing 66

Eptica

AUGUST 5, 2016

Looking through the research, I can see four key trends for CX and customer service professionals to focus on: 1. Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. 9% (28 companies) had gained 5 points or more, showing significant progress.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Feedbackly

SEPTEMBER 26, 2018

Research from Salesforce tells us that 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or in person. The ROI of Good Customer Experience. Customer Loyalty and Lifetime Value. How do you make your customers happy? Revenue Growth.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

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. The rise of new technology will continue to influence how customers engage with brands.

Chatbots 29

Chatbots Social Media Innovation Customer Retention 29

SurveySparrow

SEPTEMBER 28, 2021

Businesses integrate these platforms on their website, social media, SMS marketing, and other messaging channels. The responses from the bots and virtual assistants are automated but get tailored easily to the customers’ needs. Fast Customer Service. Especially for a business gunning for sustained growth. .

Chatbots 52

Chatbots Social Media e-support Analytics 52

ClearAction

SEPTEMBER 28, 2015

For example, when we buy something the farthest things from our minds are that it might not work as expected, or how it will be to call customer service, or the surveys we'll be invited to answer, or recommendations we'll be encouraged to make, and so forth. Customers and executives alike will become impatient.

Customer Experience 48

Customer Experience ROI Customer Experience Management Government 48

Martin Hill-Wilson

MAY 27, 2015

Media Use and Attitudes 2015 report). The use of social media has tripled since 2007. Nearly three quarters ( 72%) of internet users aged 16 and above say they have a social media profile, compared to 22% in 2007. Such as to how to set up successful self service or provide digital customer service.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

Martin Hill-Wilson

JUNE 8, 2015

There are many landmark points of transition going on right now that show this appetite: According to eMarketer, 2015 will be the year when UK adults spend more time every day ( 2 hours 26 minutes) with their mobile devices than traditional desktop or laptop computers ( 2 hours 13 minutes ). 56% expect an email to be answered within 4 hours.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40