Experience Investigators by 360Connext

FEBRUARY 23, 2015

I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. The new Chevrolet Volt , for example, incorporates feedback from current Volt owners who love their cars. They use that feedback to design other models, too.

Innovation 110

Innovation Consumers Social Media Feedback 110

BirdEye

FEBRUARY 15, 2024

With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage.

Automotive 110

Automotive Healthcare Hospitality Retail 110

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. And one of the best ways to ensure your business meets customer expectations is through harnessing the power of feedback loops. What are feedback loops?

Feedback 120

Feedback Brands Exceptional Customer Service Social Media 120

QuestionPro Audience

APRIL 6, 2018

ad agencies are not at risk of becoming obsolete, reportedly bringing in over $48 billion in 2016 and employing over 200,000 people, but the growth in this industry is slowing. UNDERSTAND THE CONSUMER. By conducting market research, you can test your concepts on consumers to find out which would be most effective.

Advertising 207

Advertising Consumers Marketing Customer Journeys 207

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. What do consumers want from brands today? Published on: January 12, 2017.

Trends 48

Trends Customer Service Contact Center Analysis 48

Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. Anjali Lai writes in her Forrester report that several high-intensity emotions are tightly linked to consumer spend, brand preference, and brand love. 15 times more likely !

Analysis 100

Analysis Feedback Effort Score NPS 100

Lumoa

AUGUST 23, 2021

The post-COVID-19 consumer is still going to be a bit financially nervous and hesitant with their spending, so the largest change in behavior is going to be the building (or re-building) of their trust. Casper, a pioneer in this method, created a text-bot for insomniacs in 2016. This doesn’t have to be strictly for support chat either.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Alida

OCTOBER 13, 2016

At the 2016 Customer Intelligence Summit , two innovative brands shared how they’re taking advantage of this trend. Its insight community, the Kelley Blue Book Blue Ribbon Panel, helps the company gather long-term consumer data from over 11,000 automotive owners and shoppers. Vision Critical (@visioncritical) September 20, 2016.

Marketing 100

Marketing Company Feedback Advertising 100

Tricia Morris

JUNE 13, 2016

This year, Microsoft’s annual customer service preferences and expectations survey polled 5,000 consumers across Brazil, Germany, Japan, the United Kingdom and the United States and found some interesting commonalities, as well as distinct differences between locations. This number jumps to 68% for 18 – 34-year-olds.

Report 40

Report Customer Service Self Service Social Media 40

Helen Dewdney

SEPTEMBER 4, 2018

As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. But Helen had also asked on social media for people’s comments and gave this feedback too. Some of the feedback included a particular case about the way teenagers were treated in a specific Tesco store.

Case Study 60

Case Study Consumers Study Social Media 60

Alida

DECEMBER 1, 2016

The study, released in November 2016, showed that fintech adoption is particularly high in emerging markets like China and India. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 How do you build a culture that looks ahead, rather than reacting to the latest consumer trends? billion in funding.

Customer Experience 193

Customer Experience Financial Banking Culture 193

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Keynote speaker Bonny Simi of JetBlue Ventures explained that her airline requires pilots to attend training sessions in which they review NPS scores and Twitter feedback on their latest flights. The culture that employees create and live in can make a tremendous difference on the consumer end.

Self Service 40

Self Service Omni-Channel Customer Centricity NPS 40

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. Voice of the customer programs will shift focus from collecting feedback to driving change across their organizations. Effort Metric Expanding.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

Customer Enthusiast

JANUARY 3, 2016

With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. I have no crystal ball, but I can say this with certainty: In 2016 customers will be turned off by complex instructions, chronic delays, and shoddy quality. Two days later, they were delivered to my home.

How To 40

How To Transportation Social Media Trends 40

Thematic

JANUARY 28, 2020

Within the agreement, Thematic will utilize Nielsen data to enhance their ability to identify themes in open-ended survey responses, reviews and other qualitative feedback in order to quantify their impact on growth, loyalty and operational metrics.

Connections 89

Connections Retail Analytics Loyalty 89

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Better still, Alliant has improved the overall customer experience.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Avaya

SEPTEMBER 2, 2016

The idea they hit upon was to give consumers the chance to be chosen as one of 100 digital influencers, allowing them to test-drive a new Fiesta for six months. The campaign, the Fiesta Movement, was a huge success, increasing awareness of the new vehicle—and giving Ford invaluable feedback from real users, literally the word on the street.

Innovation 40

Innovation Feedback Contact Center Customers 40

Second to None

APRIL 3, 2018

Online ordering for both takeout and delivery is wildly popular, with food delivery estimated to grow by almost 200% between 2016 and 2021.[2] Consumer preferences in the fast-casual industry are shifting towards brands with a great Customer Experience. 1] [link]. [2] 2] [link]. [3]

Brands 63

Brands Consumers Rewards Programs Loyalty 63

Alida

DECEMBER 15, 2016

The reality, however, is that mergers don’t necessarily improve patient care or lower costs for consumers. In fact, a 2016 study suggests that as more health systems consolidate, patient experience worsens. The reality is that mergers don’t necessarily improve patient care or lower costs for consumers.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

NICE inContact

JULY 25, 2019

2) Ask for Feedback. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise. According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits.

Call Center 141

Call Center Gamification Contact Center Social Media 141

CloudCherry

JANUARY 22, 2020

Failure to capture unstructured and unsolicited feedback. Not Interpreting Feedback. The process of gathering, organizing, and analyzing customer feedback is an essential component of this process, and one that is most often facilitated by a solution or technology stack provided by a vendor. Only focused on surveys.

How To 243

How To Social Media Analysis Feedback 243

transcosmos Information Systems

MARCH 11, 2016

In recent years, tech support has changed a lot to catch up with the ever-increasing and diversifying technology trends, not just for business clients, but also for consumers. In 2016, these trends will continue to make life fascinating (and potentially troublesome) for tech support groups. Social Media as a Service channel.

Trends 48

Trends Multi-Channel Social Media Video 48

Bold360

MARCH 9, 2017

Consumers no longer peruse and purchase in the same ways, and we cannot approach them as we used to. As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

GetFeedback

JUNE 12, 2019

In 2016, McKinsey and Company reported that even a slight improvement to the buyer’s experience could have up to a three-percentage-point impact on revenue. Leverage customer feedback. Customer feedback is the easiest way to find out what they like, what they want, and at which touchpoints they make critical buying decisions.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Alida

MARCH 13, 2017

When Instagram Stories came out in August 2016 , I realized that I was only really following a handful of people on Snapchat. The iPhone disrupted the laptop and desktop market, allowing consumers to access the internet from anywhere at any time. I felt like I was there with her. The iPad team works on making their product the best.

How To 0

How To Innovation Social Media Consumers 0

Alida

JANUARY 19, 2017

Sales in athletic apparel rose 12 percent in 2016 , according to the market research firm NPD, as more consumers wear their workout clothes outside the gym. As a result, the average selling price of activewear apparel dropped by nine percent in the first quarter of 2016. Photo: Bloomberg. The rise of experiential retailing.

Retail 100

Retail Apparel ROI Loyalty Programs 100

Alida

NOVEMBER 25, 2016

Others use feedback to help advertising partners prove campaign ROI, which strengthens partnerships and increases ad sales. For instance, NewsCorp Australia, a 2016 Visionary Award Finalist for Asia Pacific , runs many studies within its insight community, engaging over 5,000 media consumers regularly.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Alida

SEPTEMBER 15, 2016

That’s a hefty price to pay when you consider 85 percent of new consumer goods products fail. Since 2015, Wolverine Worldwide, a global footwear and apparel manufacturer of iconic brands such as Merrell, Sperry, Chaco and Saucony, has tested and vetted more than 1,000 new footwear styles with consumers before launching the product to market.

Innovation 100

Innovation Apparel Competitive Advantage Consumers 100

ShepHyken

AUGUST 15, 2016

Ignite) If you’ve heard feedback from your customers or fellow marketing experts that your brand could improve, let these must-dos below be your guide to an A grade from your customers. 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.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

GetFeedback

AUGUST 15, 2018

After all, modern consumers want more than just a product —they want a personalized experience that addresses their unique needs and expectations. 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. Contact us today to learn more.

Omni-Channel 150

Omni-Channel Effort Score Customer Satisfaction Measurement 150

Alida

OCTOBER 4, 2016

Online communities are now an important tool in gaining ongoing customer feedback and insight. Close the feedback loop by showing members their input actually influences decision-making in your company. Frequent and fun activities are generally more effective than long, time-consuming surveys. Have a plan—but be flexible.

Engagement 250

Engagement Strategy Entertainment Exercises 250

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. Consumers have less faith in brands than ever before. Virtually all industries saw some form of consolidation in 2016. Trust as a business currency.

Trends 0

Trends Social Media Advertising e-support 0

OpinionLab

JUNE 8, 2017

Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are being asked for. And yet despite all of the customer feedback that is being generated—whether direct or indirect—many organizations still don’t truly understand their customers.

Customer Experience 68

Customer Experience Social Media Feedback Survey 68

CSM Magazine

OCTOBER 5, 2022

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. These testers can travel through your new customer journeys and offer detailed feedback on the overall process.

How To 64

How To Customer Journeys Touchpoint Entertainment 64

Customer Bliss

DECEMBER 5, 2017

Can you manage a B2B relationship with customer providers and consumers? In the beginning stages of Angie’s List, companies would complain about negative reviews from consumers. This was good for the service providers and consumers because it allowed them to see more than just the customer POV. How can I be better?

Chief Customer Officer 129

Chief Customer Officer Consumers B2B Leadership 129

OpinionLab

MARCH 17, 2016

This contrasts with the counterintuitive consumer survey methodology in which customers had to be selected and were largely restricted in the insight they might provide by endless structured questions….a a potentially abusive experience for empowered consumers. a potentially abusive experience for empowered consumers.

Policies 108

Policies Effort Score Touchpoint Retail 108

ijgolding

JANUARY 24, 2017

Up until January 2016, when I had the honour of being a judge at the inaugural Gulf Customer Experience Awards , the volume of discussion about ‘service’ has been significant. The big winner of the awards I had the privilege of being part of last week was the customer – consumers and businesses alike.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120