CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. The report focuses on “Iconic firms” and contrasts them to those that are not iconic.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

SuiteCX

FEBRUARY 7, 2017

Build customer trust by consistently delivering on your brand promise. Step 2 – Deliver on the brand promise. It’s probably been a while since you thought about your brand promise. What are you doing that is building your brand value and what are you doing that is detracting from it? Here is to a growth oriented 2017!

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Build customer trust by consistently delivering on your brand promise. Step 2 – Deliver on the brand promise. It’s probably been a while since you thought about your brand promise. What are you doing that is building your brand value and what are you doing that is detracting from it? Here is to a growth oriented 2017!

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Forrester's Customer Insights

MARCH 30, 2023

BRAND ENERGY REBOOT In 2017, we introduced a seminal approach to understanding a brand’s performance: Forrester’s Brand Energy framework. Based on a survey of 4,436 US online adults, we combined iterative data-mining techniques and structured equation modeling to test millions (yes, millions!)

Brands 26

Brands Survey Data B2C 26

QuestionPro Audience

JANUARY 10, 2018

In the past, this data took a long time to gather because the only options were focus groups, mailings and phone surveys. In 2017, there were an estimated 227 million smartphone users in the United States. Also, it is perfect for surveys when you want immediate reactions. Access to a Larger Audience.

Marketing 268

Marketing Survey Groups Study 268

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey.

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

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

ProProfs Chat

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

Survey 105

Survey Tips Fashion Social Media 105

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? It’s simply natural to let expectations creep between brands. It’s simply natural to let expectations creep between brands. After all, most people notice obvious differences—like the ones between businesses and brands—more than the little changes within them.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

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

Oracle

DECEMBER 24, 2019

This 2019 holiday shopping season, brands are tapping into the power of emotion to connect with customers and build customer loyalty. John Lewis is a 150+ year old British department store brand with 50 stores across the United Kingdom. It topped a 2017 customer survey of brands for perception of quality and reputation.

Loyalty 55

Loyalty Brands Advertising Ecommerce 55

COPC

APRIL 3, 2018

Key Insights from the 2017 Corporate Survey include: Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”. At the site, you can also find complimentary digital copies of CXMB Series reports from years prior to 2017. About the CXMB Series.

Customer Experience Management 40

Customer Experience Management Customer Experience Management Chatbots 40

Beyond Philosophy

DECEMBER 26, 2017

As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership. Cultural readiness for stakeholder-centricity.

Survey 111

Survey Company Leadership Study 111

SurveySparrow

JUNE 2, 2020

Therefore, recently the companies focus on the development of the employer’s brand and consider it a strategic direction of development. According to Employer Brand Research 2017 , for 88% of surveyed millennials, it is important to be part of a company with the right values ??and Conduct a survey.

Tips 52

Tips Brands Culture Financial 52

QuestionPro Audience

APRIL 11, 2018

According to a study conducted by the Association of National Advertisers (ANA), 75% of advertisers surveyed currently use influencer marketing. 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.

Social Media 150

Social Media Advertising Consumers Brands 150

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. Pelaton’s loyal customer base can be attributed to following the playbook of successful “cult brands.” LESSON FOR BRANDS: . LESSON FOR BRANDS: Avoid undervaluing your products.

Brands 100

Brands Customer Insights Connections Consumers 100

Retently

MARCH 29, 2023

Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. The brand discovered a way to introduce a powerful battery pack into the auto market at an affordable price point, particularly for the luxury cars sector.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

NOVEMBER 27, 2017

(CIO) A Five9 survey shows customer service experience has overtaken price, product quality and all other factors as the top factor for customers when deciding with whom to do business. But, that doesn’t mean that consumers don’t appreciate brands who give them the flexibility to use their points and miles to give to others.

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76

ShepHyken

MAY 8, 2017

CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. At the same time, how a company behaves while dealing with an angry customer is a huge determinant of how their brand is perceived.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

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. In light of fast-changing customer demands, is your contact center keeping up? Explore more in our webinar replay , where our experts unpack the report’s key discoveries.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

C3Centricity

APRIL 4, 2020

According to MarketingCharts.com, shoppers now believe that their data benefits companies and brands more than it does themselves. According to Janrain’s “Brand Trust Survey,” 48% of US internet users try to buy exclusively from companies they trust to protect their personal data.

How To 156

How To Retail Government Technology 156

BlueOcean

MARCH 3, 2020

The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Their success story is focused on the challenges of launching a new consumer line of products designed at increasing brand awareness and gaining market share. They consistently deliver a best-in-class customer experience that produces brand loyalty for our client.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

C3Centricity

FEBRUARY 12, 2020

According to MarketingCharts.com, shoppers now believe that their data benefits companies and brands more than it does themselves. According to Janrain’s “Brand Trust Survey,” 48% of US internet users try to buy exclusively from companies they trust to protect their personal data.

Retail 156

Retail Government Technology Survey 156

Stella Connect

SEPTEMBER 11, 2017

This year, we decided to do something new: survey retailers about what they expect to happen this holiday season and what worries them most. Here, we’ll layer the survey results with past service performance data so you’ll know exactly where to focus your attention and efforts. Index Brand Speeds: Phone and Chat.

Retail 41

Retail Customer Service Ecommerce Metrics 41

C Space

JUNE 23, 2020

The Brand Move Roundup – June 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Seventeen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Airlines Policies Retail 52

Comm100

MARCH 23, 2022

In CFI Group’s Credit Union Satisfaction Index (CUSI) survey , it was found that 81% of credit union members had visited their union’s website in the past 60 days. In 2017, credit union employees contributed 302,035 volunteer hours to their communities. Prospective and current credit union members also want to interact digitally.

Chatbots 224

Chatbots Social Media Banking Omni-Channel 224

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Likewise, the agents are make or break moments to keep the brand in good standing with the customer.

Contact Center 40

Contact Center Self Service Call Center Video 40

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. Utilize live chat features like pre-chat surveys to know what sort of issue your customers have before they begin typing. Read more: The Top Customer Service Expectations that Brands aren’t Meeting. Collect information. Be positive.

Customer Service 242

Customer Service Abandon Rate ROI Apparel 242

Beyond Philosophy

DECEMBER 19, 2017

Ten-thousand respondents ranked brands’ Customer Experience based on six categories. These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Per the report, brands in the U.K. Per the report, brands in the U.K. Brands in the U.S., They include: Personalization.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

ProProfs Chat

FEBRUARY 1, 2019

Once you see the benefits of social media and create a plan of action, customer surveys become more effective and insightful. Use the following tips to maximize your use of social media through customer surveys : Create New Trends Through Audience Engagement. Most consumer surveys are written keeping in mind a specific goal.

Social Media 56

Social Media Survey Consumers Trends 56

BlueOcean

JANUARY 21, 2020

Their success includes a 95% customer satisfaction score for their T2 team for 12 months straight – plus an impressive 40% response rate to those post-contact CSAT surveys. These frontline agents are knocking it out of the park for our client every day delivering exceptional service that builds brand loyalty.”. About The Stevie Awards.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

ReviewTrackers

JULY 20, 2017

For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth. This is where brand reputation protection comes in. Why the Need for Brand Reputation Protection? 2017 Local Search Survey ). Brand Reputation Protection: Search.

Brands 72

Brands Social Media Feedback Consumers 72

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Likewise, the agents are make or break moments to keep the brand in good standing with the customer.

Self Service 40

Self Service Contact Center Call Center Video 40