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

Experience Investigators by 360Connext

MARCH 12, 2015

My hope this year, as I travel with my partner-in-chaos Lisa Diomede , is to find the glimmers of what’s next for customer experience. Here are a few ideas already seeming popular and interesting: Virtual reality in functional ways – how can we entice and empower customers with this technology? Listen now!

Customer Experience 110

Customer Experience Fashion Social Media Innovation 110

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., It’s always a choice.)

Hotels 100

Hotels Social Media Omni-Channel Trends 100

Comm100

MARCH 2, 2022

Many consumers choose to join a credit union based on this principle, and so expect to receive the very best member engagement that reflects this priority. Why is member engagement so important to credit unions? As a result, members often have high expectations when it comes to customer service and credit union member experience.

Engagement 130

Engagement How To Chatbots Omni-Channel 130

NetBase

MAY 22, 2019

It’s always great fun to head to New York to participate in Social Media Week – especially when we’ve got a panel of social marketing superstars like we had this year. Kiley Robbins – Manager of Fan Engagement and Growth Marketing, Relevent Sports Group. What about brands who are already “social first?”

Social Media 43

Social Media Analytics Brands Sports 43

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Customer support is frictionless. And customers are happy to send new business your way. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Half of consumers move on after poor customer service.

Omni-Channel 218

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. For them delivering excellent customer experience is crucial if they are to challenge larger players.

Social Media 40

Social Media Retail Customer Service Study 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

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Why is customer satisfaction important?

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

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 this article, we’ll be looking at these findings in more detail and exploring how these takeaways can help government agencies improve the public engagement, trust, and CX.

Government 130

Government Customer Experience Chatbots Social Media 130

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 197

Chatbots Industry Customer Service Wait Times 197

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. APIs can be hooked up and performance metrics and social data can be overlaid with CRM systems for traditional channels.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. Social customer care is going to be with us forever. 30, January 2015.

Customer Care 110

Customer Care Social Media Marketing Conference 110

CloudCherry

DECEMBER 20, 2017

One of the most important things a company can do is to map the customer journey. However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. How the Customer Journey Has Changed. Not long ago, mapping that path was relatively easy.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. Our mission, after all, is to create fewer ruined days for customers. All set with your shiny new strategies and bold new plans?

Entertainment 247

Entertainment Leadership Social Media B2B 247

transcosmos Information Systems

SEPTEMBER 10, 2015

Exceptional customer service is one of the key factors to business success. 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 48

Social Media Customer Service Exceptional Customer Service Study 48

transcosmos Information Systems

SEPTEMBER 10, 2015

Exceptional customer service is one of the key factors to business success. 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 48

Social Media Customer Service Exceptional Customer Service Study 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post. Bean and OxFam.

Engagement 96

Engagement Customer Centricity How To Culture 96

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. SXSW 2015 was no exception. But what’s really right for your customers? SXSW: Customer Experience Technology.

Technology 110

Technology Customer Experience Social Media Trends 110

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

Experience Investigators by 360Connext

APRIL 23, 2015

Have you ever struggled with how you can listen better to your customers? Amy agreed to an impromptu interview at the TripIt Lounge to share some ideas about feedback and customer input for my podcast which I co-host with Adam Toporek , Crack The Customer Code. Jon Galloway (@jongalloway) April 12, 2015. Think about it.

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. More customers this year doing more shopping online, asking more questions and expecting better and faster service across more channels, including their smartphone. Feeling stressed already that your brand might wind up on the naughty list for customer service? billion holiday haul.

Self Service 40

Self Service Customer Service e-support Retail 40

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

Net Promoter Score 120

Net Promoter Score Multi-Channel Contact Center Customer Experience 120

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.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Vonage

SEPTEMBER 3, 2015

As a CRM provider, Marc’s perspective on customer service is unique; he has to look after his customers just as much as he has to help other businesses look after theirs. Here are three lessons to learn from the customer service expert: 1. The future is social. Create one-to-one relationships.

Customer Service 120

Customer Service Social Media Hotels Conference 120

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

Trends 40

Trends Self Service Customer Service Customer Centricity 40

Currency Alliance

MAY 29, 2017

Some merchants can be hesitant about engaging with them, let alone attempting to obtain their loyalty. Figuring out how to engage with millennials and how to get their loyalty is critical. Millennials can be loyal customers. In a study undertaken in 2015 by Elite Daily, 6 in 10 millennials surveyed said they were brand loyal.

Engagement 40

Engagement Social Media How To Loyalty Programs 40

GetFeedback

MAY 5, 2019

Or would you stay loyal to your old mobile phone provider if you knew they offer 24/7 support for delightful customer service? Apart from expecting products whose quality matches the prize, customers for years now also expect to find the service providers exactly when they need them. How can you improve your current support system?

Sales 277

Sales Loyalty Programs Social Media Policies 277

SuiteCX

FEBRUARY 13, 2015

Customer Experience as a holistic enterprise is not easy to measure. 360 Degree Customer Experience: A Practical Approach to Holistic CX. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Currency Alliance

NOVEMBER 19, 2016

Some merchants can be hesitant about engaging with them, let alone attempting to obtain their loyalty. Figuring out how to engage with millennials and how to get their loyalty is critical. Millennials can be loyal customers. In a study undertaken in 2015 by Elite Daily, 6 in 10 millennials surveyed said they were brand loyal.

Engagement 40

Engagement Social Media How To Loyalty Programs 40

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ReviewTrackers

FEBRUARY 10, 2021

Today, consumers rely on current customers to tell them whether or not a business is worth their time and money. Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. . There is only one way a customer can start a journey with your brand.

Management 123

Management Social Media Culture Advertising 123

Brandwatch CX

JULY 4, 2022

Furthermore, it is one of the best platforms to advertise on – a Forrester report has shown that engagement with brands on Instagram is 10 times higher than Facebook, 54 times higher than Pinterest, and an astonishing 84 times higher than Twitter. Top posts are displayed and sorted by engagement. social media accounts.

Analytics 93

Analytics Tools Social Media Metrics 93

Comm100

MAY 4, 2022

In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools. In 2021, US banking customers that identified as ‘phygital’ grew by 17%. This has two major benefits.

Chatbots 189

Chatbots How To Omni-Channel e-support 189