Michelli Experience

NOVEMBER 14, 2017

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.”. Of all things for which Ed is known, “signature baseballs” is a substantial element of his brand.

Brands 113

Brands Hotels Leadership Guest Experience 113

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

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

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. Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

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

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 221

Trends Customer Service Chatbots Omni-Channel 221

Brandwatch CX

NOVEMBER 8, 2023

On the other hand, some people find it useful , as it measures influence through engagement on Twitter. 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. Build better campaigns. Measure what matters.[/bw_banner_cta]

Social Media 98

Social Media Tools Analysis Metrics 98

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

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. Employee engagement is critical to your organization’s hiring efforts. Hiring people is one thing.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. The insights collected from the individuals above for 2016 are an interesting mix with a fantastic focus on people. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder.

Trends 40

Trends Chief Customer Officer Customer Service eBook 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

Brandwatch CX

JUNE 15, 2022

On the other hand, some people find it useful , as it measures influence through engagement on Twitter. 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. 4) Buzzsumo. 7) HowSociable. 9) TweetDeck.

Social Media 144

Social Media Tools Analysis Metrics 144

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

OpinionLab

NOVEMBER 1, 2016

Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize. It was clear at CXSF that dealing with mobile landmarks is the key to the future of customer engagement. Here’s how.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize. It was clear at CXSF that dealing with mobile landmarks is the key to the future of customer engagement. Here’s how.

Innovation 60

Innovation Return on Investment Airlines Study 60

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

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 163

Trends Customer Service Chatbots Omni-Channel 163

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

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

MARCH 23, 2018

They had greater employee engagement and more loyal customers. Engaged employees look beyond the paycheck; they want to know the role they play in a company’s success. It means being transparent, telling stories verbally and visually that convey the internal brand experience. Situation : A top goal for 2018 is hiring key talent.

Communication 82

Communication Leadership Airlines Social Media 82

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. 2020 will [.].

Chatbots 52

Chatbots Tips Software Brands 52

BirdEye

JULY 5, 2023

This blog helps you grow your business with relationship marketing. Relationship marketing is the strategy of cultivating meaningful relationships with customers to ensure long-term satisfaction and brand loyalty. To first time customers turn into loyal customer, it is important to invest in building relationships with them.

Examples 98

Examples Strategy Marketing Social Media 98

Clicktools

MAY 24, 2017

Easy: prioritizing customer experience (CX)—a make-it or break-it factor for many brands. The answer might not be as complex as you’d think—in fact, the concept is simple: a growing number of companies are turning their loyal customer bases into engaged communities to boost CX. Customer engagement. Community engagement.

Engagement 45

Engagement Customer Experience Self Service Social Media 45

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

Michelli Experience

JULY 18, 2017

Here’s three quick questions to engage your brain. 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 Experience 164

Customer Experience Contact Center Consulting Policies 164

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

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

Beyond Philosophy

NOVEMBER 7, 2016

Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Employee Engagement: Your employees are people, and likely support the same team or local causes.

Sports 167

Sports Effort Score Rewards Programs Transportation 167

Chadwick Martin Bailey

AUGUST 5, 2020

I couldn’t have imagined that four years after I blogged about Uber’s evolving brand promise , we’d be debating the safety of a trip to the grocery store. So how will Uber and other disruptive tech-driven brands face the challenge of how it best fits in consumers lives today ?

Transportation 82

Transportation Consumers Innovation Brands 82

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

GetFeedback

SEPTEMBER 24, 2018

First Impression: Brand content. More people are becoming less susceptible to paid advertisement, the average click-through rate for banner Ads is 0.06% and 25% of Americans used Ad blockers in 2016. For many consumers, content is the first touchpoint they have with a brand and can strongly influence their purchasing.

Social Media 170

Social Media Comparison Consumers Analytics 170

Uniphore

NOVEMBER 2, 2021

When you add up all these conversations happening across organizations every day, the numbers are massive, especially the ones about your brand. Every hour, there are more than 100 million conversations about brands. Given the massive engagement between customers and a brand, creating a positive, and personal experience is essential.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

GetFeedback

AUGUST 15, 2018

It’s no surprise that successful brands are built on the positive relationships they create with their customers. According to a 2016 study conducted by Ubisend , 51% of customers polled feel that brands should be reachable 24 hours a day, seven days a week. 44% for customer satisfaction rate over the telephone.

Omni-Channel 150

Omni-Channel Effort Score Customer Satisfaction Measurement 150

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

Natalie Petouhof

JANUARY 8, 2016

Tweet I think most brands, when they started in social and digital media didn’t realize the commitment they were heading into to be content creators or essentially publishers. The chart shows that from 2013- to 2016 the amount of content created and posted is growing nearly exponentially. Smart, Goofy?

Brands 40

Brands Leadership Sales Course 40

Michelli Experience

JULY 25, 2017

In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). In support of my formula, Neil Davey, the managing editor of mycustomer.com recently cited David Ulrich’s research on the value chain of trusting and engaging employees. Trust, Engagement, and You.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

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 100

Trends Customer Experience Wireless Entertainment 100