Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Provide cost-effective 24/7 support to improve customer engagement.

Chatbots 197

Chatbots Industry Customer Service Wait Times 197

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 154

Trends Customer Service Chatbots Omni-Channel 154

Currency Alliance

DECEMBER 7, 2016

Several years ago, the idea of customer engagement was much simpler. Merchants could interact with customers in-store or could send them marketing materials via post and email. Brand-customer interactions can now happen all the time. Brand-customer interactions can now happen all the time.

Customer Engagement 40

Customer Engagement Engagement Social Media Loyalty 40

BirdEye

JULY 5, 2023

Customer acquisition is one of the biggest challenges and expenditures for businesses. However, constantly acquiring new customers without investing in strategies to retain them can prove quite harmful to the bottom line. 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

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Beyond Philosophy

MAY 15, 2017

With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. This is the reason brands are focusing on a customer experience module so that they can handhold customers through this process. Key insights for customer handholding. Look at customer psyche.

Omni-Channel 133

Omni-Channel Social Media e-support Retail 133

Customer Guru

OCTOBER 9, 2018

Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. According to the 2018 Global Digital suite of reports by We Are Social and Hootsuite, more than half the world’s population is online! Don’t make your customers think!

Customer Experience 119

Customer Experience Social Media How To Customers 119

OpinionLab

JUNE 8, 2017

In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. 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. Why is that?

Customer Experience 68

Customer Experience Social Media Feedback Survey 68

Experience Investigators by 360Connext

FEBRUARY 23, 2015

This means more than just amazing new vehicles, this means learning about how storied industries like this one continue to use the voice of the customer in their product development. Customers have a new voice in innovation. To that end, all GM cars will have in-car wifi by the end of 2016.

Innovation 110

Innovation Consumers Social Media Feedback 110

BirdEye

MAY 6, 2021

We work hard to ensure that our platform enables businesses to deliver fantastic experiences at every touchpoint and allows their customers to share their experiences on review sites and social media. G2 Conversational Customer Engagement Awards – 11 awards. G2 Customer Advocacy Awards – 10 awards.

Marketing 98

Marketing Social Media Chatbots Software 98

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. Separating their organizations from their competition is no longer about price and features; instead it's about providing quality customer experiences.

Customer Experience 40

Customer Experience Trends Customers Strategy 40

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Self Service Social Media Innovation 72

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The rise of big data.

Data 100

Data Social Media Analytics Entertainment 100

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

Oracle

OCTOBER 2, 2019

One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. Here are 5 examples of CX technologies retailers can use to encourage customers to buy on their sites and nurture customer loyalty. Visual search.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

CSM Magazine

MARCH 14, 2022

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. However, creating strategies and segmenting groups of customers is essential.

Customer Centricity 98

Customer Centricity Examples Company Loyalty Programs 98

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Shutting down key channels In contrast to social media, email and chat were major disappointments.

Customer Service 48

Customer Service Social Media Poor Customer Service Consumers 48

Calabrio

JUNE 23, 2016

So, any organization whose bottom line is directly impacted by customer experience must go digital, too. According to Dimension Data’s 2016 Global Contact Centre Benchmarking Report , phone is rapidly declining in popularity among young customers who are trying to communicate with a business.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. This means that organizations need to ensure that the customer experience meets the needs and expectations of Millennials if they want to win and retain their business. Here are five areas for focus on: 1.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

OCTOBER 14, 2016

Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Published on: October 14, 2016. over the course of 2016 holiday shopping season in the US, hitting $655.8 Author: Neil Cox New figures from the National Retail Federation point to sales increasing by 3.6%

Ecommerce 48

Ecommerce Social Media Retail Consumers 48

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? The state of UK travel customer experience. Published on: June 08, 2016. At the same time with so many options to choose from online, customers are more discerning about where they take their business, insisting on excellent customer service at all times.

Travel 48

Travel Airlines Customer Experience Social Media 48

Eptica

JULY 20, 2016

Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Published on: July 20, 2016. Author: Guest author: Chloe Hacquard We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. Two strikes. Share this page on: Tweet.

Omni-Channel 48

Omni-Channel Self Service Customer Service Social Media 48

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. The persistence of non-integrated and siloed channels is also seen as a major problem.

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. This shift to a mobile first world has a big impact on the customer experience and customer service. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect?

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. Whether interacting on email, social media or chat your agents have none of the physical clues that face to face or telephone conversations provide. They truly are operating in the dark.

Customer Service 48

Customer Service Social Media Knowledge Base Contact Center 48

Think Customers

JUNE 28, 2016

Customers are increasing their use of digital channels such as mobile and social media to resolve product and service issues and receive support from companies. But does this mean that voice support will disappear altogether? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 56

Customer Service Social Media Conference Customers 56

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. The advice essentially covers four key areas: 1.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Eptica

APRIL 22, 2016

Date: Friday, April 22, 2016 Chatbots and customer service. Published on: April 22, 2016. Ten years ago if you experienced poor service in a store you’d have to wait to get home to email (or even write a letter) to head office, now you can complain instantly, either to the brand directly or via social media/review sites.

Chatbots 48

Chatbots Customer Service Social Media Knowledge Base 48

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. I think it comes down to four areas: 1.

Hotels 48

Hotels Customer Service Social Media Travel 48

Michelli Experience

MARCH 11, 2016

In 2016, mobile marketing will be a must-have by many businesses. Media-centric advertisements, immersive SMS and dynamic social media environments are to be expected. In 2016, over 2 billion consumers are expected to purchase smartphones worldwide. Six: The Numbers Don’t Lie.

Technology 100

Technology Company Marketing Loyalty Programs 100

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. 10% fewer companies allowed non-customers to email them compared to 2015.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. The rise of mobile is driving customer service change in five key ways: 1. Author: Gokcen Onur The rise of the smartphone has transformed how people interact with each other, brands and the world around them.

Mobile Customer Service 48

Mobile Customer Service Customer Service Social Media Consumers 48

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.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48