Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Eptica

DECEMBER 7, 2016

Date: Wednesday, December 7, 2016 The art of dating your customer in Asia Pacific. Published on: December 07, 2016. On a more positive note, consumers were much more engaged with brands that focused on their needs – over 60% of people are happy to pay more if they receive excellent service.

Brand Values 48

Brand Values Customer relationships Social Media Consumers 48

Customer Alignment

NOVEMBER 14, 2017

In 2016, Ikea, Homebase and Asda also chose not to take part in Black Friday. Game and Debenhams also fared well in 2016. Building brand value, customer life time value and winning sustainable loyalty need to be uppermost in retailers’ minds.

Retail 40

Retail Customer Experience Social Media Omni-Channel 40

Stella Connect

JANUARY 30, 2017

Last month, at the National Retail Federation’s Big Show 2017 , we partnered with lululemon’s Guest Education Centre director Dave Pitsch to present “Lessons Learned from 2016 Holiday Shopping.”. If you hire the right people for your brand, they’ll likely be more enthusiastic and engaged. But data-driven hiring helps combat it.

Data 40

Data Retail Culture Contact Center 40

LiveChat

MARCH 6, 2018

The connection between customer loyalty and mission statement can’t be ignored. There are brands that people love to buy from. Their unwavering loyalty not only stems from the products and services offered, but also from the brand values. In 2016, the number was 50%. This figure was up from 84% in 2016.

Customer Centricity 28

Customer Centricity Ecommerce Tips Chatbots 28

Comm100

AUGUST 23, 2018

By making your app a one-stop-shop for customer service needs, marketing offers, mobile payments, and more, you will be on your way to putting your customers before your channels, inspiring loyalty and boosting app retention. Their total customer count is over 310 million active customers – a number that was last reported in 2016.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

CSM Magazine

DECEMBER 11, 2023

In today’s digital landscape, chatbots have become an invaluable customer engagement and support tool for many businesses. dollars in 2025, a 657% increase from 2016 levels. By meeting the on-demand, self-service expectations digital consumers have today, chatbots drive higher satisfaction and loyalty. billion U.S.

Chatbots 52

Chatbots Self Service Software Wait Times 52