Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Self Service 75

Self Service Customer Service Social Media NPS 75

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. So, if you’re just thinking of starting 2019 by applying a customer experience strategy to your business – here are some key trends you might want to keep an eye out for to help you get started.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

NetBase

MARCH 4, 2019

Carefully cultivating a social presence online is no longer a quirky extra for a brand to offer, if it ever was. And any brands still devoting half-hearted efforts to their digital marketing really need to read The 2019 State of Social Report , as it offers game-changing insight for (and from) small, challenger and top-performing businesses.

Report 89

Report Social Media Advertising Ecommerce 89

NetBase

NOVEMBER 14, 2018

Here’s a social analytics checklist to get you ready for a bold, successful 2019. If have haven’t performed a social media audit for the third quarter of 2018, now is the time to get to it. That’s just a start, but we talk more about how to perform a social media audit here. Look Back to Look Forward.

Analytics 72

Analytics Social Media Net Promoter Score Analysis 72

ShepHyken

DECEMBER 3, 2018

Retail Customer Experience) Difficult customers can cause stress for employees, damage to the bottom line, and thanks to social media, harm to the reputation of your business. How to improve customer experience: 2019 trends, strategy, & examples by David Peralta. This is worth taking the time to read… more than once.

Customer Service 102

Customer Service Retail Airlines Social Media 102

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. The post 5 Top Customer Service Articles for the Week of September 23, 2019 appeared first on Shep Hyken. Then read this article.

Customer Journeys 100

Customer Journeys Customer Service B2B Social Media 100

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Then we compared these results to what over 2,400 customers actually reported in our 2018 benchmark. There were also notably large gaps in the responses regarding email, text, and social media.

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

Oracle

NOVEMBER 27, 2019

From transformations in customer service technology and grocery shopping, to social media shopping and changes in the delivery and brick-and-mortar experience, here’s a look at innovations reshaping retail in 2019 and beyond. The emergence of social shopping. Revolutionizing the drive-thru experience.

Retail 74

Retail Innovation Trends Ecommerce 74

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty. Share this page on: Tweet.

Consumers 71

Consumers Brands Social Media Measurement 71

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. customer exhibitors at MWC 2018: Verto Analytics. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. customer exhibitors at MWC 2018: Verto Analytics. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Published on: December 05, 2018. As brands look towards 2019, the customer landscape and what is important to consumers is changing. Share this page on: Tweet.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

QuestionPro Audience

NOVEMBER 2, 2018

They vary from climate change to food trends for 2019. 1 — TOP CULINARY AND COCKTAIL TRENDS FOR 2019. 2019 is the year for African, Israeli and Japanese infusion. Vegan and raw foods will take precedence over the pork belly trend of 2018. For the drinkers, Aperol frose looks to be the front runner for summer 2019.

Infographics 85

Infographics Social Media Trends Tools 85

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

Comm100

JUNE 15, 2022

Canadian Blood Services (CBS) first launched Comm100 Live Chat on their website in 2018 to connect with digital-first customers that were being missed by traditional phone support. In 2019 however, they launched a new customer-facing product, which meant a huge increase in their customer base. Canadian Blood Services.

Chatbots 197

Chatbots Industry Customer Service Wait Times 197

NetBase

MAY 2, 2019

If “just as close” sounds like an exaggeration, you’ve just uncovered what you’re missing in your engagement efforts – which impact your ability to convert via social media. What netnography in 2019 offers is more than a buyer persona based on demographics and assumptions. Are your netnography tools up to par?

Engagement 71

Engagement Entertainment Sports Social Media 71

NetBase

JULY 11, 2019

Using our powerful Next Generation AI capabilities , we captured the most loved brands across the globe to create the Brand Passion Report 2019: Top Loved Global Brands. Download the Brand Passion Report 2019: Top Loved Global Brands to learn that and lots more!

Brands 62

Brands Report Telecommunications Automotive 62

NetBase

MARCH 13, 2019

Leveraging social media means being where your audience is – and for almost every brand or business in 2019, that means Instagram. adults saying they used that platform in 2018 represented an increase of seven percentage points from the 28% using Instagram in 2016. The 35% of U.S. Who Uses Instagram? even so, the U.S.

Video 70

Video Sports Social Media Analytics 70

Comm100

JANUARY 7, 2020

Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. For 2019 we analyzed 56 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. On average, 74.5% Omnichannel is required.

Data 133

Data Chatbots Wait Times Effort Score 133

NetBase

DECEMBER 3, 2019

The 2019 Consumer Experience Analytics Report: EMEA has answers! And the verticals include technology; media and entertainment; consumer products; banking and finance; health and pharmaceutical; and, retail. We ask them about a solid sampling, including: Social media data. And what can brands do to change this dynamic?

Report 52

Report Analytics Entertainment Survey 52

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . Day 3 was certainly a success, and we already can’t wait for another epic C3 in 2019! Day 3 was certainly a success, and we already can’t wait for another epic C3 in 2019! With today’s ever-evolving customer, GE Appliances understands the importance of driving meaningful social media engagement.

Self Service 40

Self Service Social Media Healthcare Conference 40

NetBase

APRIL 24, 2019

Wondering how top Automobile, Beauty, Fashion, High-end, Hotels, Jewelry, eCommerce and Retail luxury brands are faring in this increasingly social media-driven environment? You can see what we discovered in NetBase’s 2019 Luxury Brands Industry Report – but first, a preview with some highlights! So were we!

Report 40

Report Industry Brands Effort Score 40

Russel Lolacher

MARCH 8, 2020

According to Pew Research , this generation was born between 1981 and 1996 (ages 23 to 38 in 2019). 2) Millennials Expect You to Engage with them on Social Media. Salesforce found 86% of Millennials and GenZers use social media, 52% said it was their preferred method of engaging with brands.

Customer Care 80

Customer Care Social Media Comparison Groups 80

Currency Alliance

JUNE 21, 2018

So in the context of the gongs now having been handed down, here’s a look out over loyalty marketing landscape: what makes a winning program now, and what new surprises might be in store for 2019. Then there were the brands integrating their loyalty initiatives with social media. Instant rewards. References. [i] i] [link]. [ii]

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

Pink Guava

DECEMBER 21, 2018

From a dull period after demonetisation, GST implementation along with newer challenges spurring in each and every sector, 2018 saw growth enhancing for the organisations to cheer. You will agree that more competition, social media and economy are aiding the customer awareness.

Omni-Channel 40

Omni-Channel Trends Customer Experience Social Media 40

Maru Group

NOVEMBER 21, 2018

Over the coming weeks we’ll be conducting an analysis of this year’s event and how customers were affected by obtaining feedback, reviewing social media and comparing this to the sales figures. Predictions for Black Friday 2018. The post Black Friday 2018 – What to Expect appeared first on Maru/EDR.

Net Promoter Score 40

Net Promoter Score Retail Analysis Trends 40

Merkle

OCTOBER 15, 2018

That’s why we’ve put together some ideas you might want to adopt when making plans for 2019. Predictive analytics, in particular, can provide insight by using information regarding social media marketing, Google searches and sales. This brings us on to the next area to look at for 2019 – improving your marketing strategy.

Social Media 40

Social Media Analysis Financial Analytics 40

Oracle

OCTOBER 2, 2019

in 2019 to $3.535 trillion, and by 2023, the industry is expected to be worth US$6.54 A post shared by ASOS (@asos) on May 17, 2018 at 11:57pm PDT. As the name suggests, social commerce combines social media with ecommerce, allowing brands to sell goods and services directly through social media networks.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Qualtrics

FEBRUARY 11, 2019

In 2018, health care providers invested in a number of digital services such as online bill pay, social media presence, and a 24/7 nurse hotlines. Looking into 2019, we expect technology to continue to transform healthcare, but practitioners will be demanding the use of real-time data to make informed decisions and take action.

Trends 52

Trends Healthcare Hospitality Transportation 52

Fox Metrics

JUNE 25, 2020

A 2019 Edelman Brand Trust Survey found that 60% of consumers trust the opinion of influencers about products and services. It’s not unusual for a customer to find products on social media, visit your website to get more information about the product and then make the purchase in the physical store. Social Media Upgrades.

Trends 111

Trends Marketing Social Media Advertising 111

LiveChat

FEBRUARY 1, 2019

To help you start, I’ve pulled the main takeaways from LiveChat 2019 Customer Service Report that you should focus on. In 2018, it was 82.26% , in 2017 it was 83.54%. In 2018, the best customer satisfaction was achieved by the biggest companies, who had more than 500 employees. I bet you do, it’s in every entrepreneur’s blood.

Report 57

Report Customer Service Chatbots Customer Satisfaction 57

NetBase

AUGUST 12, 2020

We’ll explore the landscape, including: What social media listening can reveal about different brands and their share of voice – who is talking loudest? Video shorts are all the rage right now, and social media tools are vying to make theirs the top contender. Share of Voice Revealed with Social Media Listening.

Social Media 52

Social Media Video Consumers Brands 52

Wootric

DECEMBER 21, 2018

While most of this feedback has been collected through surveys, a significant portion came from support chats, social media and phone surveys. In 2019, look for us to provide deeper insights from your data and new ways to facilitate reporting and action. survey responses and online reviews) into the platform. What’s next.

Analytics 67

Analytics Survey e-support Analysis 67

NetBase

AUGUST 20, 2020

consumers bought 157 million units of plant-based meats in 2019. As of December 2019, 6% of Americans ate vegetarian , according to Nielsen. that use “plant-based” in their labeling spiking 287 percent between 2012 and 2018, it’s not just a big emerging health trend, it’s also big business. Vegan pad thai: 280%.

Trends 71

Trends Apparel Consumers Social Media 71