Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. So how can customer experience teams demonstrate ROI in concrete terms and move beyond anecdote when it comes to justifying investments? Unhappy ones do the same.

ROI 63

ROI Financial Self Service Customer Experience 63

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. In 2017, companies are starting to switch from offering a wide array of channel options and letting customers choose their preferred channel, to strategically guiding customers in their online help centers to the best channel for resolution, depending on the reason for contact.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

CX University

APRIL 2, 2024

IBM and Globoforce (2017) note that organizations must pay attention to three vital areas. This scenario reflects broader trends of consumer empowerment, demanding transparency, quality, and fairness, which Dollar General seems to struggle with, amid internal conflict and unclear communications. A Challenge to CX Strategies?

Strategy 52

Strategy Financial Leadership Apparel 52

Survicate

SEPTEMBER 13, 2018

Survicate customer since: October 2017. Logojoy is an online logo maker created in response to the time-consuming process entrepreneurs go through when creating a logo. The post How Logojoy got a 2400% ROI using Survicate appeared first on Survicate. Survicate features used: Intercom Integration. Email surveys.

ROI 61

ROI Case Study Survey Feedback 61

Eptica

JULY 12, 2017

Date: Wednesday, July 12, 2017 Are insurance companies meeting the CX quality expectations of today’s consumers? Published on: July 12, 2017. This is equally true, whatever sector you operate in as shown by the findings of Eptica’s 2017 Insurance Customer Conversations study. What do consumers expect?

Insurance 49

Insurance Consumers Meeting Company 49

BlueOcean

JANUARY 9, 2018

These technologies are sparking new expectations in today’s consumers on an almost daily basis. Here’s why: out of all available contact center tools, AI and chatbots are expected to gain the 3 rd highest ROI, after website capabilities and mobile applications. The future is, it seems, here at our fingertips.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

CX Journey

JULY 5, 2018

It appeared on their blog on December 14, 2017. Critical to that is the way the data is presented to the one who consumes it and needs to do something with it. Image courtesy of Pixabay I originally wrote today's post for Logi Analytics. Data is just data until you do something with it, right?!

Data 119

Data Customer Experience Professionals Metrics Analytics 119

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. in 2017[vii]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. They can influence those consumers at the exact moment they are making a decision.

Customer Engagement 196

Customer Engagement Engagement Marketing Fashion 196

TechSee

MAY 1, 2018

Utilities recognize that in the short-term, investment in AI can deliver the highest ROI in terms of improving speed and efficiency, enabling better data processing and analytics, and enhancing the customer experience (CX). According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Self Service 132

Self Service Analytics Call Center Report 132

Alida

JUNE 30, 2017

Vehicle sales are softening, and car ownership is down, especially among younger consumers. Mobility platforms and car sharing apps are giving consumers more reasons to forego owning a car, especially in urban areas. Doing so requires understanding the evolving needs of consumers, including Millennials and Gen Z.

Automotive 138

Automotive Industry How To Customer relationships 138

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. There’s a lot of talk about the ROI of customer experience.

Customer Experience 95

Customer Experience Healthcare Net Promoter Score Apparel 95

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. The problem is that many of the options for involving your customers can be time-consuming or ineffective.

Case Study 81

Case Study ROI B2B Study 81

Kayako

SEPTEMBER 20, 2017

Outside of your support job, you might even be one of the 41% of consumers who prefer live chat over any other support channel – phone, email, Facebook or Twitter. It would be easy to assume that in 2017, most live chat providers can meet these standard requirements. So you’re ready to introduce live chat support to your business.

Chatbots 123

Chatbots Consumers Tools Survey 123

Maru Group

AUGUST 13, 2019

These leading companies are moving away from having a Chief Marketing Officer in an effort to have a more interconnected relationship with the consumer. Coca-Cola did away with the global CMO role in 2017. From the GRBD report ROI of Insights. This fed a thirst for consumer data and proved the value of survey research.

Handbook 40

Handbook Marketing ROI Return on Investment 40

CSM Magazine

OCTOBER 27, 2022

Today’s consumers expect customer service to be faster and more efficient and contactless payment methods have become the norm. According to UK Finance, cash use has been declining by around 15% each year since 2017, with 2020 representing an acceleration of this decline. Cash is no longer King.

Self Service 52

Self Service Return on Investment e-support System 52

TechSee

FEBRUARY 19, 2019

The company says it’s all about “conversational convenience” throughout the customer journey, using chatbots and voicebots to guide consumers from online shop window to instant checkout and expedited delivery. We look forward to seeing additional Sensory applications for consumer use at MWC Barcelona 2019. Hall Upper Walkway Stand 2UP.34.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

Method:CRM

FEBRUARY 8, 2019

Read on to learn more about the value that CRM software can lend to influencer marketing — and how, together, these strategies can improve your digital marketing ROI. Typically accessible via social media, an influencer is any person or organization with the power to impact a sizeable number of consumers’ purchasing decisions.

CRM 63

CRM Marketing Social Media How To 63

ShepHyken

OCTOBER 13, 2017

It’s all just a part of consumer demand, and customers still demand the in-store experience. Well, it sounds a whole lot like the past… except there’s a lot more technology at retailers’ disposal to help make consumers’ high expectations a reality. Did you catch Intelligence Report 2017? What’s next?

Customer Centricity 73

Customer Centricity Loyalty Loyalty Programs Rewards Programs 73

Eptica

JULY 5, 2017

Date: Wednesday, July 5, 2017 Driving digital transformation within insurance. Published on: July 05, 2017. Nearly 80% of consumers want to use digital channels such as the web, email, social media and chat to interact with insurers. Demonstrating the financial ROI of better customer experience.

Insurance 50

Insurance Social Media Policies Case Study 50

CX Centric

JANUARY 20, 2021

According to Team Linchpin (2021), several major retail companies have filed for bankruptcy since 2017, and this trend is likely to continue for more years to come. This is definitely a wake-up call for retailers, but it doesn’t spell doom for retail stores.

Case Study 52

Case Study Study Customer Journeys Customer Experience 52

TechSee

APRIL 16, 2019

Taking the initiative in support processes could increase customer retention rates by 3-5% with consumers generally positive toward proactive service. Proactive assistance is the practice of identifying and resolving customer issues before they become problems. And they appreciate that.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

ProProfs Chat

NOVEMBER 29, 2019

customer service interactions via legacy channels like phone and email fell by 7% over the course of 2016 and 2017. 44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer. (Source: Inc ) Tweet this. In the U.S.,

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. What do consumers want from brands today? How can they cope?

Trends 48

Trends Customer Service Contact Center Analysis 48

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Here are my top five picks from last week.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

CSM Magazine

JULY 3, 2017

The survey commissioned by Yonder Digital Group canvassed the opinions of 1,000 consumers in January 2017, asking them if, and how they share their experiences with a company with their family or network. It is therefore a mistake for companies to coast along with broad ideas about their customers. About the Author.

Social Media 81

Social Media Automotive CRM Customer Service Representative 81

Wootric CX Blog

JUNE 19, 2019

Another study indicates that 66 percent of consumers are willing to spend more money on top-notch customer service. The study also found that 55 percent of consumers abandoned a company after experiencing bad customer service. Did you know that 84 percent of people used an AI-enhanced product in 2017–most without even knowing it?

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

Second to None

MARCH 5, 2018

By scientifically identifying what matters most to customers and quantifying the ROI of delivering it to them. At a time of aggressive investment in new channels such as e-commerce, mobile, click-and-collect and last-mile service providers, it is common for retailers to develop business cases to assess the ROI of these channels.

Brands 54

Brands Retail ROI Metrics 54

NetBase

JUNE 8, 2020

And brand managers will be interested in the following findings: Trendsetting Gen Z makes up 41% of the global population, making them top consumers to watch. 89% of consumers are more apt to buy and stay loyal to companies that share their values, so speaking up and out is important. Brand Perception Baseline. Nickelodeon.

Brands 67

Brands Social Media Advertising Consumers 67

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. Social media ROI, loyalty and the customer experience by Chris Teso. TeleTech) Memorable. Surprising.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Second to None

APRIL 4, 2018

This is especially true in the saturated retail industry where there is lots of competition to capture consumer’s attention. This marketing tactic has an ROI of 3800 percent , making it a top method for retailers to improve customer conversion. Here is where email marketing comes into play.

How To 54

How To Retail Effort Score Voice of Customer 54

Team HGS

MAY 31, 2017

This means that the balance is key—as long as you leverage us bots with your brains —good customer service agents and smart strategy there is high ROI. Remember that we are key to reducing your customers’ effort, and you’ll see some great ROI when we’re on your team. Wed, 05/31/2017 - 15:53. Find a partner who can help you.

Chatbots 52

Chatbots ROI Self Service Effort Score 52

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. All Channels – All the Time.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Eptica

SEPTEMBER 13, 2017

Date: Wednesday, September 13, 2017 Taking the 10 steps to CX differentiation. Published on: September 13, 2017. At this year’s Gartner Customer Experience & Technologies Summit , analyst Ed Thompson explained that there is often a wide gap between what consumers expect and what companies are delivering.

Metrics 65

Metrics Customer Journeys Social Media Loyalty 65

ViiBE Blog

DECEMBER 14, 2020

Paired together, augmented reality remote assistance has a proven track record of boosting ROI and KPIs including. A 2017 field service survey found that the primary concerns of field service organisations are ensuring that their workforce operates at peak efficiency, coupled with meeting customers’ expectations. Field Service.

Insurance 52

Insurance ROI Omni-Channel Video 52

Magellan Solutions

JUNE 13, 2020

Unfortunately, this iconic toy store had declared bankruptcy last 2017 due to its long-term debt. The implementation of this online live chat assistance solution has seen a positive increase in the retailer’s ROI. This enables consumers to feel understood and most importantly, heard by the brand. Warby Parker.

Company 52

Company Retail Ecommerce Apparel 52

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. In a world of choice, consumers need help to simplify their decisions. Use consumer insight through the product innovation cycle.

Innovation 100

Innovation Marketing Social Media Healthcare 100