Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 147

Trends Customer Experience Wireless Entertainment 147

PeopleMetrics

DECEMBER 9, 2016

So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? The Interaction Metrics 2016 Customer Listening Study evaluated the customer satisfaction surveys of 51 top US retailers.

Retail 48

Retail Survey Study Metrics 48

BirdEye

FEBRUARY 15, 2024

Google captured 97% of retail, 94% of healthcare, 92% of legal, and 90% of home services reviews. Facebook’s share of online reviews took a steep dive to 1% in 2023, down from 23% in 2016, marking a drastic reduction in its importance as a review platform. Here are some important stats: 60% of review requests were sent via email.

Automotive 109

Automotive Healthcare Hospitality Retail 109

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

DECEMBER 2, 2016

Date: Friday, December 2, 2016 Which retailers will thrive this Christmas and beyond? Published on: December 02, 2016. The trading picture so far this year has been mixed, and for many retailers this time of year is make or break time. So, in order to catch customers ‘in the moment’ (i.e.

Retail 48

Retail Ecommerce Touchpoint Customer Engagement 48

Eptica

JULY 1, 2016

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. Author: Pauline Ashenden Delivering a seamless, high quality customer experience is extremely complex. Orchestrating this changing landscape requires a new approach.

Customer Engagement 50

Customer Engagement Engagement Contact Center Retail 50

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.

Innovation 60

Innovation Return on Investment Airlines Study 60

CSM Magazine

SEPTEMBER 12, 2023

Zenarate serves a growing global customer base within the financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Agents are often the only human connection brands have with their customers and prospects. . The company recorded 153% year-over-year enterprise client growth.

Training 59

Training Telecommunications Marketing Contact Center 59

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. If you show it your bolt; it will find you the wingnut that fits.

Retail 48

Retail Customer Experience Apparel Ecommerce 48

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Published on: September 14, 2016. Author: Anne-Merete Jensen It may seem like a long time in the future for consumers, but as every retailer knows Christmas is coming – fast. Share this page on: Tweet.

Retail 48

Retail Self Service Knowledge Base Contact Center 48

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 206

Chatbots Industry Customer Service Wait Times 206

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 171

Trends Customer Experience Wireless Entertainment 171

Michelli Experience

FEBRUARY 14, 2017

Thanks to livestream.com we know: 81% of internet and mobile users watched more video in 2016 than 2015. If you have video on your retail site your likely to increase conversion by 30%. 45% of live video audiences would pay for live, exclusive, on-demand video from a favorite team, speaker, or performer.

Video 235

Video Retail Communication Course 235

Currency Alliance

MARCH 9, 2021

This means that anything can be in the redemption catalog, and it gives brands maximum freedom to drive customer engagement as they wish. There are about 300 companies in the world selling loyalty program management systems, but 270 of them have only built first-generation solutions – mostly applicable to single-store retailers.

Loyalty 59

Loyalty Customer Engagement Engagement CRM 59

Kerry Bodine

JANUARY 4, 2017

IPQC’s Executive Customer Contact Exchange. IQPC’s CX Exchange Retail. Center for Customer Engagement’s 2017 Summit on Customer Engagement. March 6 – 8, 2016. May 9 – 11, 2017. United Kingdom. July 4 – 5, 2017. Tech & Service Providers. Redwood Shores, CA. April 10 – 12, 2017.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Beyond Philosophy

MAY 15, 2017

With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. The goal is to reduce the scope of the search and simplify the customer’s shopping experience. Retailers should study online user experience and use the results to improve their omnichannel tactics.

Omni-Channel 133

Omni-Channel Social Media e-support Retail 133

ProProfs Chat

FEBRUARY 13, 2020

Customer Loyalty Through Customer Satisfaction. Customer Loyalty Program Improving Sales. Mobile Customer Loyalty. Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention. Customer Loyalty & Experience. million to 3.8

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Oracle

OCTOBER 2, 2019

The global ecommerce market continues to present a massive opportunity for retailers. These staggering statistics, however, bely the tremendous pressure today’s online retail businesses are facing. Here are 5 examples of CX technologies retailers can use to encourage customers to buy on their sites and nurture customer loyalty.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. In short, M.N.U.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Eptica

OCTOBER 14, 2016

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

Ecommerce 48

Ecommerce Social Media Retail Consumers 48

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 100

Trends Customer Experience Wireless Entertainment 100

Currency Alliance

OCTOBER 27, 2017

In the context of retail, it is equally about making things less complicated for the customer. Ryanair carried 106 million passengers in 2016, and carries such as Norwegian, EasyJet, Spirit, Vueling, etc. The post Loyalty Point Liquidity drives Customer Engagement appeared first on Currency Alliance.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Alida

JULY 11, 2018

Canadian Tire: Use insight to meet the needs of different customers. As the leading retailer in Canada, Canadian Tire aims to provide an assortment of offerings for three groups based on their expectations: best, better and good. The company has different brands that cater to these different levels, Daniel explained.

Industry 141

Industry Brands Banking ROI 141

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends.

ROI 50

ROI Self Service Customer Experience Airlines 50

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. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

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

Michelli Experience

SEPTEMBER 26, 2017

From my worldview, responsiveness is a make or break differentiator in all business arenas including retail, banking, online sales, air travel, and automotive. This keeps customers happy and keeps them evangelizing the brand, resulting in high customer satisfaction numbers. The Payoff. What About You? Be Accommodating.

Consulting 113

Consulting Automotive Retail Software 113

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016. However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. There are over 4.35

Brands 48

Brands Customer Service Insurance Retail 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

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Entertainment retailers propped up the bottom of the table, dropping 8% since 2015, to a score of just 57%.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. This overall downward shift is echoed by the 2015 Eptica Retail Holiday Customer Experience Study. The United Kingdom – customer service recovery?

Customer Service 48

Customer Service Social Media Retail Contact Center 48

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. compared to January 2016, marking the fourth straight improvement in results. The top sector, Non-food retail, scored 82.5

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

CSM Magazine

NOVEMBER 27, 2020

David Thompson, Director of Claims at Tesco Underwriting, also praised customers’ empathy for the difficulties facing contact centre staff at the start of lockdown. Andrew Jones, Head of Express & Retail Claims, Zurich, commented, “A lot of claims now are settled without using voice.

Insurance 98

Insurance How To Chatbots Wait Times 98

Optimove

JANUARY 16, 2024

Gartner also noted that Customer-Led Marketing is becoming the predominant method. This fundamental change in 2023 was that most marketers started with the customer’s needs and preferences – not the brand’s marketing rules. This highlights our efficiency, customer retention, and enhancement of customer order value.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

Eptica

SEPTEMBER 1, 2016

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. From the customer point of view this appears simple, but in practice siloed systems, unintegrated channels and a lack of resources often prevent this vision becoming a reality.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 48

Eptica

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. From the customer point of view this appears simple, but in practice siloed systems, unintegrated channels and a lack of resources often prevent this vision becoming a reality.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 48