NetBase

SEPTEMBER 8, 2020

And this realization has emerging trends around remote work on the rise, and has brands rethinking how to use abandoned office space – assuming they’ll use it at all! Providing consumer intelligence by way of social media platforms, blogs and shared news articles, these clusters allow us to literally read people’s minds.

Trends 67

Trends Brands Social Media Retail 67

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Published on: January 12, 2017.

Trends 48

Trends Customer Service Contact Center Analysis 48

GetFeedback

NOVEMBER 7, 2019

It’s been stated that customer experience is the new brand, but what about the visual customer experience? They expected only three as recently as 2016. A 100%+ jump in three years should be enough for any brand to sit up and take notice. So, how can brands provide the impossible? More compelling?

Ecommerce 249

Ecommerce Social Media Competitive Advantage Study 249

OpinionLab

JUNE 24, 2016

It was a really interesting event with some great content from some of the brightest customer experience experts at the biggest brands in the financial services industry. They’re all great sources of helping your brand know what you’re doing well and where there are opportunities to improve. 3) Listen, listen, listen.

Competitive Advantage 79

Competitive Advantage Financial Conference eBook 79

Hallmark Business Connections

MARCH 9, 2021

If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person. Granted, these wheels were already in motion pre-pandemic: In 2016, 64 million people , roughly 20% of the U.S.

Marketing 97

Marketing Brands Tips Financial 97

Tricia Morris

DECEMBER 18, 2015

The insights collected from the individuals above for 2016 are an interesting mix with a fantastic focus on people. In a series of future blog posts, we’ll be featuring guest post commentary from all of the contributors above. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Chadwick Martin Bailey

DECEMBER 30, 2015

We run this blog a little differently than other corporate blogs. Before we blast into 2016, we wanted to reflect on our blog this past year by taking a second look at some of our favorite posts: This year, we launched a market research advice column— Dear Dr. Jay. Heidi Hitchen did just that in her blog post this year.

Analytics 52

Analytics Consumers Analysis Consulting 52

Vonage

JULY 25, 2016

In a recent blog published by Salesforce , John Zissimos described this development as the ‘Age of the Customer’. Related Posts 5 reasons not to miss Connect 2016 if you’re striving for sales & service excellence. The post Voice of the customer: What is a feedback loop and how can it help your brand?

Feedback 120

Feedback Brands Exceptional Customer Service Social Media 120

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. Maybe even brand evangelist. They are the face of your brand.

Trends 214

Trends Customer Service Chatbots Omni-Channel 214

Beyond Philosophy

MARCH 21, 2016

However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. Employee Ambassadors are partly responsible for what you know about the employee experience at these brands. Hiring people is one thing. The job market conditions are changing.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

OpinionLab

AUGUST 23, 2016

According to research, brands with a strong ability to understand customer journeys have a 104% higher conversion. It may seem a little tactical in the context of the other trends highlighted in this blog but you should be relentless in your desire to update, enhance and improve these key parts of your website. The key to this?

Customer Journeys 60

Customer Journeys Apparel Omni-Channel Retail 60

ShepHyken

NOVEMBER 25, 2016

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. On a recent business Roadshow, I inadvertently left a brand new PowerPoint clicker in a hotel room but didn’t realize it until I returned home several weeks later.

Hotels 48

Hotels Handbook Conference Policies 48

Tricia Morris

JUNE 8, 2016

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. The post INFOGRAPHIC: 2016 U.S. Click here to register.

Infographics 40

Infographics Customer Service Report Trends 40

Tricia Morris

JULY 18, 2016

The variations based on both geography and age will either confirm or totally change the way you think about, invest in, improve and incorporate customer service as a foundation of your brand or organization. The post INFOGRAPHIC: 2016 State of Global Customer Service appeared first on Parature.

Infographics 40

Infographics Customer Service Trends Report 40

Tricia Morris

APRIL 1, 2016

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. This infographic presents a snapshot view of the current state of knowledge, with new information from Microsoft’s 2016 Knowledge Management in Customer Service Report.

Infographics 40

Infographics Self Service Customer Service Report 40

Brandwatch CX

MARCH 7, 2023

social media accounts 91% of retail brands use 2 or more social media channels 81% of all small and medium businesses use some kind of social platform Internet users have an average of 7.6 million blog posts are published every month A 2011 study by AOL/Nielsen showed that 27 million pieces of content were shared every day, and today 3.2

Social Media 98

Social Media Video Advertising Marketing 98

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Companies will recognize this opportunity and dramatically increase their focus on emotion in 2016. Effort Metric Expanding. Emotion Arising. About the Author.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

OpinionLab

NOVEMBER 1, 2016

To cut through the hype, several major brands discussed how they assess CX innovation. And, to drive CX transformation, don’t map a future state; design a future state (you can read more about that on a previous CX LabNotes blog ). The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

To cut through the hype, several major brands discussed how they assess CX innovation. And, to drive CX transformation, don’t map a future state; design a future state (you can read more about that on a previous CX LabNotes blog ). The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab.

Innovation 60

Innovation Return on Investment Airlines Study 60

Forrester

JULY 25, 2016

In a previous blog post about the Customer Experience Index for US brands In 2016 , Harley Manning contrasted the rising tide of CX quality with the stagnation among top brands. In this post I'll explore another big finding from our research: CX-fueled digital disruption.

Customer Experience 40

Customer Experience Brands Customers 40

Brandwatch CX

NOVEMBER 8, 2023

It is a good means of keeping an eye on what people think about your brand, and to see what influences them the most. It’s a great way to find conversations about your brand. The Windows app ceased functioning in April 2016. A free account allows you to track 12 social sites, including Tumblr and WordPress.

Social Media 98

Social Media Tools Analysis Metrics 98

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Does the customer feel a strong commitment to you and your brand? Can you use emotion to take a generic offering and brand it? The post Guest Blog: How to Manage Customer Emotions appeared first on Shep Hyken. Shep Hyken .

Management 48

Management How To Hotels Insurance 48

C Space

JUNE 29, 2020

The Brand Move Roundup – June 29, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. the company said.

Brands 52

Brands Social Media Advertising Sports 52

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time.

Trends 171

Trends Customer Experience Wireless Entertainment 171

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. They should also be familiar with brand messaging, speaking as a united voice on behalf of the brand. Shep Hyken.

Training 48

Training Customer Service Customer Service Representative Customer Service Training 48

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. Maybe even brand evangelist. They are the face of your brand.

Trends 159

Trends Customer Service Chatbots Omni-Channel 159

Beyond Philosophy

MAY 24, 2016

In ham radio terms, they actively send and receive brand-related messages. A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions.

Brands 94

Brands Social Media B2B Government 94

ShepHyken

MARCH 23, 2018

It means being transparent, telling stories verbally and visually that convey the internal brand experience. The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits. It means being responsive to reviews on Glassdoor or Indeed.

Communication 82

Communication Leadership Airlines Social Media 82

Brandwatch CX

JUNE 15, 2022

It is a good means of keeping an eye on what people think about your brand, and to see what influences them the most. It’s a great way to find conversations about your brand. The Windows app ceased functioning in April 2016. 4) Buzzsumo. 7) HowSociable. bw_banner_cta type=2]Understand your audience. Build better campaigns.

Social Media 144

Social Media Tools Analysis Metrics 144

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Detail roles and responsibilities, policies, and measurements.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Michelli Experience

JULY 18, 2017

and, 3) What percentage of Americans answered “True” to the same question in 2016? drumroll please… In 1964 77% of respondents said “most people can be trusted” but only 31% viewed most others as worthy of trust in 2016 (thus causing my negativistic prediction about you today). Customer Views of Brand Trust. The Findings.

Customer Experience 164

Customer Experience Contact Center Consulting Policies 164

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. Customers that trust an organization have feelings for the company or brand and want to do business with them. 8 September 2016.

Banking 141

Banking Financial Customer Experience Consulting 141

kommunicate

JULY 7, 2020

2017, in particular, is branded as the “Year of The Chatbot.” The number of chatbots docked into Facebook Messenger has risen from 30,000 in 2016 to 100,000 the following year. Almost every major brand has deployed a chatbot software for website engagement. Chatbot software usage has greatly increased in the past few years.

Chatbots 52

Chatbots Tips Software Brands 52

Alida

JUNE 16, 2016

As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX. Join Jeanne Bliss at the 2016 Customer Intelligence Summit and go behind the scenes with the world’s most beloved companies.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

NICE inContact

AUGUST 25, 2016

Frontline brand ambassadors will increasingly face complex challenges engaging customers with the right data at the right time to provide the right experience. Stop by SpiceCSM’s booth at the 2016 inContact User Conference on October 11-13 in Orlando, Florida. It has never been more important to focus on empowering the frontline.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Messina is an expert on this subject.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year!

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144