Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. With that in mind, here are four predictions on how brands will step up their game in the new year. Engaged employees = #customerengagement.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service. These are trends you can’t afford to miss.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Business customers care about what your brand stands for. McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. The reward for purpose-driven brands?

B2B 122

B2B Brands Innovation Government 122

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service. These are trends you can’t afford to miss.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Creating shared value is essential for developing an authentic brand and truly connecting with customers.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Strativity

MARCH 7, 2023

Brands need a strategy that incorporates generative AI. The sudden availability of this technology has brought with it challenges and opportunities for brands of every size, and this impact cannot be ignored. Why does ChatGPT matter to brands? Consider the past 10 years you have spent cultivating your brand personality.

Brands 98

Brands Analytics Consumers Technology 98

ReviewTrackers

FEBRUARY 24, 2021

Reputation marketing is a way of thinking about your reputation in the same way you think about your marketing – the more positive your brand’s reputation, the more growth you can deliver. According to Steve Olenski , contributor for Forbes, many brands don’t think about reputation management until a company crisis occurs.

Brands 104

Brands Marketing Social Media Sports 104

Win the Customer

MAY 15, 2018

Abercrombie & Fitch is counting on direct-to-consumer (DTC) sales to counter the retail apocalypse, Columbus Business First reports. leases expiring over the next two years, the fashion brand saw a 4 percent increase in sales, largely thanks to direct-to-consumer sales. billion a year to $5 billion.

Retail 110

Retail Consumers Sales Industry 110

Blake Morgan

AUGUST 15, 2022

How do you move an iconic brand towards the future? That was the question Harry Overly, President and CEO of Sun-Maid, faced when he took over the company in 2017. The brand had vast stores of emotional equity, not to mention the familiarity and fondness for its iconic red raisin boxes.

Feedback 59

Feedback Brands Omni-Channel Customer Centricity 59

Second to None

APRIL 3, 2018

Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. In fact, the industry has accrued seven straight years of positive growth, totaling $780 billion dollars in 2017.[1]

Brands 63

Brands Consumers Rewards Programs Loyalty 63

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Consumers have less faith in brands than ever before. Forrester Research is predicting more espionage, ransomware and privacy breaches in 2017. How smart brands measure customer intelligence ROI.

Trends 0

Trends Social Media Advertising e-support 0

delighted

JUNE 3, 2021

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. Omnichannel retail not only implies a brand’s presence in multiple channels (e.g.

Omni-Channel 100

Omni-Channel Retail Consumers Trends 100

COPC

JULY 21, 2017

The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. Results reveal where brands should focus their efforts to most improve the customer experience of their target audience. .

Report 40

Report Consumers Customer Experience Management Groups 40

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. What can I do now?

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. What can I do now?

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

ReviewTrackers

FEBRUARY 10, 2021

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Today, consumers rely on current customers to tell them whether or not a business is worth their time and money. There is only one way a customer can start a journey with your brand.

Management 123

Management Social Media Culture Advertising 123

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. Over 50 percent of consumers often or always check out online reviews, while only 34 percent seek out information on discounts and pricing. percent of consumers say that at least half of their searches result in a visit to a local business.

Survey 101

Survey Social Media Automotive Analysis 101

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] 1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants.

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Trends 48

Trends Competitive Advantage Chatbots Social Media 48

CX Journey

DECEMBER 20, 2017

This makes for a strong brand image that’ll remain on their minds. Twitter-based customer service increased 250% from 2015 to 2017. Your brand should exist everywhere your audience does and engage them wherever they’re comfortable. What does this mean for how you communicate with customers?

Communication 137

Communication Brands Social Media Touchpoint 137

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

QuestionPro Audience

APRIL 11, 2018

Consumers, get ready to see even more influencer marketing on your social media channels. Celebrities will always influence trends on some level, but many brands are veering away from celebrities and moving toward micro-influencers who have 25,000 to 100,000 followers. 35% of brands give influencers free products rather than payment.

Social Media 150

Social Media Advertising Consumers Brands 150

NetBase

JUNE 8, 2020

With hit after hit coming hard at society, it is crucial for brands to be perceived as supportive/understanding. It’s also important for that brand perception to be solidly established ahead of a crisis. At times like these, brand perception is more important than ever! How to measure brand impact.

Brands 67

Brands Social Media Advertising Consumers 67

ReviewTrackers

OCTOBER 3, 2017

Innovation was the highlight at last week’s 2017 SHSMD Connections, the annual conference for healthcare marketing, public relations and communications, and strategic planning professionals. Apple and Nordstrom are examples of just two companies that have changed consumer expectations. Metrics Tracking. Practice Sharing.

Connections 56

Connections Healthcare ROI Metrics 56

ReviewTrackers

MARCH 26, 2018

When you were applying to jobs right out of college, your advisor, family and friends may have told you to watch what you post on social media because you had to create a positive online brand reputation to get a job. Olenski argues that brands should not think of reputation management, but instead, reputation marketing. In fact, 63.6

Brands 82

Brands Marketing Social Media Sports 82

Alida

JANUARY 22, 2018

But for a brand to be successful in the long run, any cool gadget needs to be backed by an exceptional customer experience. Home fitness startup Pelaton epitomizes how excellent CX drives consumers to buy into a new device. Pelaton’s loyal customer base can be attributed to following the playbook of successful “cult brands.”

Brands 100

Brands Customer Insights Connections Consumers 100

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 42% of consumers have purchased more after a good customer service experience 2. 83% of US consumers prefer dealing with human beings 1. Fortunately, most major brands have started asking their customers.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

NetBase

JUNE 19, 2019

With social audiences relying on other consumers (versus brands) for information and recommendations on everything from laundry detergent to Netflix shows, it makes perfect sense that brands would turn to members of their audience when marketing. Consumers Are in Charge. Here’s why it’s a brilliant move.

Brands 74

Brands Entertainment Social Media Consumers 74

ShepHyken

APRIL 3, 2017

My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Entrepreneur) What makes a brand strong in 2017? Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Second to None

SEPTEMBER 13, 2018

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. Amazon has changed the face of the American retail industry, forcing brands of all sizes and styles to complete self-assessment in the face of this retail juggernaut.

Retail 54

Retail Brands Fashion Voice of Customer 54

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester is a very-vetted research brand, but it’s important to understand the ecosystem here. Emotion is critical to a brand’s bottom line.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

NetBase

FEBRUARY 11, 2020

When it comes to understanding and moving in tandem with consumer trends, one would think Hollywood had its pulse. Social listening shows how the Oscars’ attempt at inclusivity failed – and why your brand cannot! Conversation Indicators That All Brands Need. Competitive Insight Brands Want.

Brands 64

Brands Fashion Trends Course 64

QuestionPro Audience

SEPTEMBER 14, 2018

Consumers are looking for warm comfort food and substantial drinks, and we are talking the top trends for fall 2018. Consumers are turning away from the traditional bottle packaging for wine. Fall brings football season and tailgating, and smart wine brands realize consumers want alternative options to the traditional beer.

Trends 170

Trends Consumers Report Innovation 170

Hero Digital

OCTOBER 10, 2018

The direct-to-consumer (DTC) model isn’t entirely new, but in recent years we’ve seen an increasing number of companies like Glossier, Away and The Honest Company that skip the intermediate step of retail to land their products on customers’ doorsteps. In 2017, DTC sales increased by 34% and represented 13% of all e-commerce sales.

Retail 40

Retail Consumers Brands Comparison 40

Alida

SEPTEMBER 6, 2018

between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. Finally, consumers are feeling pretty good about the economy with 59.5% confident or very confident as of January 2018, according to the Consumer Mood Index.

Retail 243

Retail Company e-support Competitive Advantage 243

QuestionPro Audience

JULY 12, 2018

The beauty industry grew by 6% in 2017 , to reach $17.7 Consumers are tired of being sold products that are for a general demographic such as age, gender or ethnicity,, as everyone has different, specific issues. Beauty is not a “one-size-fits-all” industry, and brands are listening. PERSONALIZATION. ENVIRONMENTALLY FRIENDLY.

Trends 170

Trends Exercises Consumers Industry 170

Currency Alliance

FEBRUARY 15, 2018

Retail brands can be saved; but not by conventional retail strategy. Despite a successful 2017 holiday season [i] , commentators talk of a “retail apocalypse” and stories of store closures abound [ii]. The UK’s RPI data shows services becoming progressively more valuable over time, whilst consumer goods remains flat [vii].

Retail 110

Retail Brands Banking Loyalty Programs 110