ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

BlueOcean

JULY 5, 2016

With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? Well managed social customer care can be a building brand loyalty and customer retention. The post What’s the State of Social Customer Care in 2016?

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? What were the big trends and how will they evolve moving forward? 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.

Trends 48

Trends Customer Service Contact Center Analysis 48

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. 76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. Voice Search.

Trends 111

Trends Marketing Social Media Advertising 111

CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. 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. Effort Metric Expanding. About the Author.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

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. To that end, all GM cars will have in-car wifi by the end of 2016. Customers have a new voice in innovation.

Innovation 110

Innovation Consumers Social Media Feedback 110

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. 76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. Voice Search.

Trends 64

Trends Marketing Social Media Analytics 64

NICE inContact

FEBRUARY 29, 2016

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. The contact center is truly the front line in this battle.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

Second to None

APRIL 3, 2018

Another impactful trend in this industry is the proliferation of different ordering technologies. Online ordering for both takeout and delivery is wildly popular, with food delivery estimated to grow by almost 200% between 2016 and 2021.[2] Additionally, millennials spend 10.6% 1] [link]. [2] 2] [link]. [3]

Brands 63

Brands Consumers Rewards Programs Loyalty 63

Lumoa

AUGUST 23, 2021

Another trend to emerge throughout the increasing digital interactions has been the use of video. 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.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

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. What they need is a full picture—the “why” of customer behavior.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Alida

JULY 11, 2017

Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range. Customer experience is middling at best, and that’s troubling for brands.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

ShepHyken

DECEMBER 5, 2016

Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio. Travel Market Report) The lodging industry’s efforts to “own the customer” with direct deals are worrying some travel agents, who are concerned that special offers will shift their clients’ loyalties. 3 Vital Trends For Your Mobile Experience by Colin Shaw.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

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

LiveChat

OCTOBER 31, 2019

We live in a culture of instant gratification, and consumers expect a fast and convenient customer experience from brands 24/7/365. 4 automation strategies to improve customer loyalty. What was remarkable in 2016 is now only average. This data helps display a parallel between the intensity of consumer emotions and the outcome.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

Michelli Experience

MARCH 15, 2017

today announced that bottled water surpassed carbonated soft-drinks in 2016 to become the largest beverage category by volume, capping what it described as a “remarkable, decades-long streak of vigorous growth.”…Total The article went on to note: “Industry tracker Beverage Marketing Corp. billion gallons in 2015 to 12.8

Trends 230

Trends Brands Sales Course 230

BlueOcean

FEBRUARY 14, 2018

In our humble opinion though, it’s a good idea to check in every now and again to examine the state of social customer support and dig into the trends and opportunities that have the potential to improve customer care in 2018 and beyond. And finally, you need 2020 metrics – not 2016 metrics. What does that mean?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. Restive guests: understanding hospitality loyalty. Getting your hotel in order.

Hotels 40

Hotels Hospitality Loyalty Travel 40

West Monroe

MARCH 27, 2017

As of September 2016, there were 5,980 FDIC-Insured banks in the United States. trillion in 2016. Looking at this trend in the number of banks declining (whether they be commercial or retail) is enough for us to assume demand is increasing but supply has slowly dwindled. trillion in 2015 to $16.7

Banking 40

Banking CRM Loyalty Customer Centricity 40

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

ChurnZero

SEPTEMBER 8, 2022

Responding to individual concerns is a largely reactive and time-consuming approach. . Automated customer education can significantly reduce a CSM’s load, enabling them to focus on tasks that impact their business’s bottom line (such as building customer loyalty and increasing NPS or CSAT scores), thereby scaling Customer Success. .

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

Eptica

NOVEMBER 29, 2017

Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? These results are based on a survey of over 27,000 European consumers, who were asked for their opinions on 96 brands. In 2016 the corresponding figures were 48% and 45% respectively.

Customer Experience 49

Customer Experience Social Media Study Consumers 49

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. over the course of the year.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

Eptica

MAY 30, 2018

Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. Network effects and the internet mean that businesses can now operate at greater scale, serving more consumers in more countries than ever before. Published on: May 30, 2018.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

Eptica

JUNE 7, 2017

Competition is rife and customer loyalty is declining with consumers keen to shop around to find the best deals. And people are even willing to move away from traditional insurance brands altogether with a fifth of European consumers happy to buy policies from tech brands such as Google and Facebook. The result?

Insurance 49

Insurance Study Consumers Comparison 49

Currency Alliance

DECEMBER 20, 2022

Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. So, while the major loyalty trends for 2023 will be oriented around cost control, this will be accompanied by refocusing investment where it’s most profitable.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Tricia Morris

MARCH 14, 2016

– Marketing Metrics: The Definitive Guide to Measuring Marketing Performance. • If satisfied by the customer experience, 73% of consumers will recommend a brand to others, and 46% say they will trust that brand’s products and services above all others. Read 10 Customer Service Trends to Watch in 2016.

Chief Customer Officer 40

Chief Customer Officer eBook Poor Customer Service Report 40

Blake Morgan

MARCH 13, 2023

Progressive Insurance ( Tricia Griffith , President and CEO) Since becoming CEO in 2016, Tricia Griffith has more than quadrupled the company’s stock price. By simplifying the process into easily comparable quotes, consumers can make the right decision for their budget and lifestyle. The reason? Her focus on customers and innovation.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Beyond Philosophy

AUGUST 9, 2017

The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016. For those that prefer more anonymity in their consumer life, the idea of a big brother watching everything you buy and leveraging that information somehow make them uncomfortable. Iq Food Co.

Banking 0

Banking Retail Insurance Loyalty 0

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. A staggering 71% of consumers stated there is room in the market for better mobile apps so it’s now up to retailers to invest in mobile to improve the shopping experience. Integration of Mobile into Retailers Business Model Roundtable.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Michelli Experience

JUNE 7, 2017

In an article titled, “ There’s a delivery service for that ,” Crain’s highlights how home delivery continues to meet timeless and fundamental needs: “ Consumers are buying not just a meal kit, but potentially a little more time in their day, a little more privacy, or in the case of subscription boxes, simply a little more whimsy.”.

Fashion 113

Fashion Consumers Examples Marketing 113

SurveyGizmo

JULY 19, 2018

While 75 percent of organizations believe themselves to be customer-centric, only 30 percent of consumers agree, according to Capgemini. The strongest data influencing the shift in CX is behavior-based: Consumers buy experiences, not things. How technology enhances a CX strategy. Brands that execute this effectively (e.g.,

CRM 65

CRM Technology Data Net Promoter Score 65

Eptica

MARCH 14, 2018

Loyalty is driven by meeting consumer needs. However, this was a drop from 2016’s figure (84%) and 2015’s 91%. In 2016 just 10% of banks answered an email successfully – in 2017 that had risen to 15%. Put greater resources into live chat so it is more available to consumers.

Banking 49

Banking Self Service Customer Experience Effort Score 49

SurveySensum

JULY 21, 2022

Calculating the Net Promoter Score is critical to gauge your customers’ satisfaction and loyalty. In fact, their customer service is considered so shoddy that they even had to promise US senators in 2016 that they would fix its service issues. Measuring the loyalty of your customers is what NPS does best. .

Net Promoter Score 59

Net Promoter Score NPS How To Telecommunications 59

Eptica

JANUARY 24, 2018

In many cases a company may not even know that a consumer has chosen to switch, until it hits their bottom line. According to the Temkin Group, 22% of consumers reduced their spending with a brand after a bad experience - and nearly one in five (19%), completely stopped doing business with the company. Consumer research bears this out.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

OpinionLab

JUNE 17, 2016

While it’s difficult to pinpoint a specific explanation for these overarching trends, scores in a number of the key functional areas – specifically ‘search’ and ‘home’ – have fallen over the past year. Data from the 2016 Mobile 500 report reveals m-commerce grew nearly three times faster than e-commerce in the United States.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Healthcare 60