Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. This requires a new mindset in many companies as they realize that achieving customer service success is a journey, rather than a box that can be ticked.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

OpinionLab

JULY 15, 2016

Simplicity is a key to exceptional CX, both in terms of consumer experience and how an enterprise is able to analyze and act upon CX data. We heard from OpinionLab customer Citi on-stage at CXNYC that their basic customer expectation is to “know me and make it easy”. Involve employees to build a CX culture.

Handbook 60

Handbook Conference Customer Centricity Culture 60

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. In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application.

Infographics 40

Infographics Self Service Customer Service Report 40

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 By fostering a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking Culture 193

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. Is a lack of consistency letting your customer service down?

Trends 48

Trends Customer Service Contact Center Analysis 48

ShepHyken

JULY 19, 2022

Almost every company could benefit from tapping into their passionate customers and bringing them into the heart of their business by helping other customers. Megan Neale outlines how her platform, Limitless , works with companies to use a strong community to help brands meet rising customer expectations and demands.

Contact Center 126

Contact Center Brands Customer Service Innovation 126

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. Casper, a pioneer in this method, created a text-bot for insomniacs in 2016.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Arguably, in 2021 the industry experienced a seismic shift.

Trends 98

Trends Industry Customer Service Chatbots 98

Ann Michaels and Associates

DECEMBER 27, 2018

Customers are reading reviews. 94% of customers read online reviews (Fan and Fuel, 2016). • 93% of local consumers use reviews to determine if a local business is good or bad (BrightLocal, 2017). • 72% of customers don’t take action until they have read reviews (Testimonial Engine). . Negative reviews. •

B2B 73

B2B Hotels Consumers Brands 73

ShepHyken

AUGUST 15, 2016

This latter element is central to brands like The Container Store and to Intuit’s TurboTax, because both help consumers deal with complexities in their world. ” Well, this is the “Customer’s Hierarchy of Value.” This is reactive customer service. Follow on Twitter: @Hyken .

Customer Service 48

Customer Service Social Media Chatbots Tips 48

Kayako

SEPTEMBER 13, 2017

Frustration causes 83% of consumers to give up on a live chat session. Frustration is common as 56% of consumers couldn’t recall a positive live chat experience that they’d had. How can we meet the demands of our customers? Why does the modern customer expect a timely live chat first response?

Meeting 138

Meeting Consumers Customer Satisfaction Customer Expectations 138

GetFeedback

JUNE 12, 2019

In this article, we’ll walk through a four-step process for identifying your most important customer touchpoints, from kickstarting an organization-wide conversation about the customer journey to ensuring that you have accurate customer data. . Put yourself in the customer’s shoes.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Tricia Morris

SEPTEMBER 2, 2016

Love it or leave it, brands and organizations just can’t shake customer expectations for social customer service, and from Microsoft’s 2016 State of Global Customer Service Report responses, it looks like those expectations are only set to grow as time goes on and a next generation of customers comes of age.

Social Media 70

Social Media Customer Service Entertainment Travel 70

Forcivity Salesforce

APRIL 1, 2022

Customer experience management in financial services is becoming more and more critical to success for the industry. Changing customer expectations and evolving government regulations have triggered a period of transformation for financial service providers. Integrated, seamless, and personalized touchpoints. “To

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

NICE inContact

DECEMBER 12, 2016

” A 2016 study shows that the vast majority of agents surveyed indicate helping customers and solving customer issues as their primary motivators… Is your organization enabling them to do so? Today’s customers expect to have their problems solved quickly, efficiently and on their terms.

Contact Center 185

Contact Center Customer Service Culture Interaction 185

Kayako

OCTOBER 11, 2017

and customers really care about their experience. When Kayako surveyed 400 anonymous consumers about live chat, 38% said poor user experience is the channel’s biggest flaw. Everyone loves live chat for customer service …when it works. They expect modern businesses solutions to mirror the messaging apps they use everyday.

Customer Service 136

Customer Service User Experience Consumers Software 136

BlueOcean

FEBRUARY 14, 2018

Expectations for Social Customer Support Are Maturing. Even though social media doesn’t handle the lion’s share of support interactions, customers still demand a lot from it. At least 84% of your customers expect a response within a day and 47% expect it within an hour (is patience still a virtue?).

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

ReviewTrackers

FEBRUARY 21, 2018

Therefore, even small changes can have a significant impact on consumers’ perceptions. In a 2016 research study published by the Cornell University School of Hotel Administration, revenue levels were found to increase as management responses to reviews increased. Stay receptive and avoid stifling online criticism. . Do it quickly.

Study 78

Study Hotels Feedback Financial 78

CSM Magazine

OCTOBER 5, 2022

Yet all too often, customers get discouraged during their initial attempt to buy from a company or create an account. This trend was brought into sharp focus by a recent survey that revealed nearly two-thirds of consumers have abandoned an account setup journey or online purchase because the sign-up process was too difficult.

How To 64

How To Customer Journeys Touchpoint Entertainment 64

Vonage

JULY 25, 2016

However, after the internet changed the world, businesses now operate in an environment where that power has slowly shifted into the hands of the consumer. Today’s connected shoppers have access to an unprecedented volume of information, which, in turn, has allowed them to take near full control of the customer experience.

Feedback 120

Feedback Brands Exceptional Customer Service Social Media 120

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Hallmark Business Connections

MARCH 9, 2021

After all, the pandemic has impacted consumers’ spending habits in profound ways. And though financial optimism has increased since July, 40% of Americans don’t expect their finances to return to “normal” until at least the second half of 2021. But did you stop to consider whether you should shift your target audience, too?

Marketing 97

Marketing Brands Tips Financial 97

Inbenta

NOVEMBER 29, 2022

More than ever before, customers expect a near-immediate response to their questions and queries. So much so that many customers will now expect to encounter a chatbot, with a staggering 80% of people have interacted with one at some point. Inbenta is also compliant with the California Consumer Privacy Act, Cal.

Chatbots 90

Chatbots Customer Experience Multi-Channel Omni-Channel 90

datastax

JANUARY 10, 2019

Customers can also use apps as they’re designed to be used, regardless of whether they’re on a mobile device or a laptop. In 2016, consumers lost $16 billion to identity theft and fraud. Customer experience. Today’s customers expect a seamless experience as they hop across channels. Fraud detection.

Multi-Channel 95

Multi-Channel eBook Financial User Experience 95

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself?

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Eptica

JANUARY 25, 2017

Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Overall, consumer satisfaction has risen to 77.8, compared to January 2016, marking the fourth straight improvement in results.

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

NICE inContact

JUNE 21, 2016

Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives. Any employee that a customer talks to is the face of your business during that interaction.

Contact Center 125

Contact Center Trends Groups Training 125

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

TechSee

JANUARY 2, 2018

trillion in claims were paid by insurance companies in 2016 alone. One of those companies, Lemonade , is offering innovative business models focusing on a fast and efficient approval process and transforming what consumers (especially millennials) have come to expect from insurance companies.

Insurance 116

Insurance Telecommunications Contact Center Video 116

Eptica

NOVEMBER 14, 2016

Date: Monday, November 14, 2016 Are insurers embracing social customer service? Published on: November 14, 2016. Author: Chris Eideh Providing customer service through social media has multiple advantages for both consumers and companies. Done well, social customer service also benefits brands.

Insurance 48

Insurance Net Promoter Score Customer Service Social Media 48

CloudCherry

JANUARY 22, 2020

The role of a VoC solution is to consolidate information from those channels, then synthesize it to help the company develop a CX environment that produces value and aligns with or exceeds customer expectations. You’ll need to contact potential vendors in the next step, and this can be time-consuming. Adams, Faith.

How To 243

How To Social Media Analysis Feedback 243

ProProfs Chat

FEBRUARY 13, 2020

Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention. Customer Loyalty & Experience. Customer Engagement & Loyalty. What Loyal Consumers Want. Future of Customer Loyalty. How to Build Customer Loyalty. million to 3.8

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

CSM Magazine

AUGUST 24, 2021

Simultaneously, 59% of customers also said that the COVID-19 pandemic has raised their standards for customer service. With customer expectations skyrocketing like never before, and as companies battle to attract and keep customers, it is now more important than ever for brands to pivot their approach to CX.

Transportation 96

Transportation Hospitality Customer Service Brands 96

OpinionLab

JUNE 17, 2016

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. The impact of smart devices on customer behavior is undeniable.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Healthcare 60

COPC

JANUARY 3, 2016

is partnering with Execs In The Know , a global network of customer management professionals, to conduct the fourth annual Customer Experience Benchmarking (CXMB) Series. Working together, we are surveying consumers about their experiences and perceptions in a multichannel environment.

Customer Experience 40

Customer Experience Omni-Channel Survey Customer Care 40

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. How can they cope? It helps with designing overall channel strategy.

Self Service 48

Self Service Customer Service Contact Center Social Media 48