ijgolding

AUGUST 12, 2018

A customer NEED is something that is very important (rather than just desirable) and that is a necessity or a basic requirement – an airline getting you to your chosen destination on time, for example. Have you ever used social media (Twitter or Facebook) to interact with an organisation (when requiring customer service or help)?

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Second to None

AUGUST 2, 2018

We’ve all seen examples of these negative viral moments when they are shared across every social media platform, discussed on local news, and even infiltrate the late-night talk show agenda. In this instance, a customer who refused to give up his seat after the airline overbooked his flight was violently removed from the aircraft.

Brands 59

Brands Airlines Social Media Voice of Customer 59

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. High profile CX issues, such as those suffered by United Airlines , BA and Uber all demonstrate the impact that a poor experience has on reputation and revenues. Share this page on: Tweet.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

Kitewheel

AUGUST 14, 2020

Well, according to a 2018 survey, only 49% of US consumers believe that companies provide a better customer experience. The numbers speak for themselves: companies that worked to improve their customer experience saw a 92% increase in customer loyalty, and 84% uplift in revenue, and a 79% cost savings.

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

Clarabridge

FEBRUARY 23, 2017

They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business. You’ll join an exclusive club with previous winners, such as AARP, Expedia, HCSC, InterContinental Hotels Group (IHG), T.Rowe Price, United Airlines, and more.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

Experience Investigators by 360Connext

MAY 23, 2019

Litmos, a well-known Learning Management System (LMS), became a part of SAP’s ecosystem through an acquisition in 2018. As a young model, Kloss used social media to share “behind the scenes” life at runway shows. The service recovery model could also help actually build loyalty.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

Clarabridge

FEBRUARY 21, 2017

They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business. You’ll join an exclusive club with previous winners, such as AARP, Expedia, HCSC, InterContinental Hotels Group (IHG), T.Rowe Price, United Airlines, and more.

Customer Experience 40

Customer Experience Hotels Airlines Social Media 40

CSM Magazine

APRIL 5, 2019

The Edelman Trust Barometer Report for 2018, based on responses from 33,000 people in 28 markets, shows that things are not good. That is there is under 50% trust in the mainstream institution of business, government, NGOs (non-Government organisations) and the media. Edelman Trust Barometer 2018.

Airlines 40

Airlines Government Financial Trends 40

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

DECEMBER 13, 2018

The Economist, November 2018. Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. The evolution of loyalty marketplaces.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ProProfs Chat

DECEMBER 23, 2019

Looking at the example to get more clarity on the concept: Example: Facebook’s strong brand perception hit a rough patch in 2018. Check your call-center and complaint logs, feedback, and reviews received on your website, email, and social media platforms too. Like in ProProfs Chat, you can view chat transcripts and history.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

BirdEye

OCTOBER 6, 2023

Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty. Inappropriate or damaging social media use Social media marketing is an art. Even small mistakes can damage brand perceptions.

Strategy 58

Strategy Social Media Airlines Software 58

Kustomer

APRIL 15, 2021

Employee Satisfaction Leads to Brand Loyalty. Vikas uses the example of reps working from home without direct supervision that are telling customers to complain on social media because they don’t have the tools, permission, or training to properly help them. The topic of employee satisfaction has gained traction in the CX realm.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

C3Centricity

AUGUST 17, 2020

According to the latest global statistics, social media usage saw an increase of 21 per cent, and news consumption has risen by 36 per cent. Another study summarised on Forbes and run across 30 markets globally, shows that engagement has increased 61% over normal social media usage rates. The industry grew a measly 2.1%

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. The functionality in loyalty systems is being broken up.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Qualtrics

AUGUST 1, 2019

Unfortunately, it’s true that bad news travels faster than good news, especially in the age of social media. Paul Brown was flying JetBlue airlines when he casually tweeted that he couldn’t grab his Starbucks coffee before boarding the plane because he was flying out of the smaller terminal at Boston’s Logan airport.

Omni-Channel 8

Omni-Channel Examples Customer Service eBook 8

GetFeedback

NOVEMBER 20, 2018

It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. Think for a moment about all the companies you didn’t do business with because you heard complaints about them from a friend or on social media. .

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. ” It would be good if they (also) used it to increase customer satisfaction and loyalty, no? SOURCE: ESOMAR Global MR Report 2018. The industry grew a measly 1.0% in 2017, down from a 2.2%

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

GetFeedback

JANUARY 6, 2020

The study also notes increasing usage of online resources (social media, review sites, and vendor web sites) which has pushed sales engagement later in the cycle. . The activities of the account team along with many other IBMers help deliver on the experience that customers expected and built loyalty for the long-term. .

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Comm100

FEBRUARY 6, 2018

Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Social Media Software with Integrated Social CRM. All data is the most recent information available as of the beginning of 2018. Company Seeks Social Media Software with a Focus in Marketing. SalesForce.

Software 105

Software Customer Engagement Engagement Omni-Channel 105