Ann Michaels and Associates

DECEMBER 27, 2018

I love reading reviews…whether it’s booking a hotel, trying out a new restaurant, buying a new laptop, or even renting a movie. 93% of local consumers use reviews to determine if a local business is good or bad (BrightLocal, 2017). • Consumer engagement with reviews. • Consumer engagement with reviews. •

B2B 73

B2B Hotels Consumers Brands 73

Helen Dewdney

MAY 13, 2019

Passenger complaints are up (& how you can get redress) Transport Focus announced in February 2018 that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. All you need to know about the Package Travel and Linked Travel Arrangements 2018. Taken for a ride.

Travel 65

Travel Transportation Consumers Airlines 65

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . And in fact, the book argues that it costs more to delight. . The book makes two specific arguments that are key: . Finding no. Finding no.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. My Comment: My friends at LiveChat have put out a 2018 customer service report. Plenty of interesting information here.

Customer Service 93

Customer Service Social Media Tips Trends 93

Helen Dewdney

JUNE 17, 2019

Brexit and EU consumer law. The future of EU consumer law in the UK. When the UK does leave, the European Union (Withdrawal) Act 2018 comes into force which is the repealing of the European Communities Act 1972. Many of the EU directives regarding consumer rights are actually enshrined in UK law.

Consumers 65

Consumers Government Transportation Travel 65

Oracle

MARCH 18, 2019

Consumer loyalty is more difficult than ever for retailers to attain. A Daymon Worldwide global study from 2018 found that only 29% of millennials usually buy the same brand, of a particular product, compared with 35% of Gen Xers, for example. It also sponsors store events such as book signings and technique classes.

Loyalty 60

Loyalty Consumers Loyalty Programs Retail 60

ShepHyken

SEPTEMBER 3, 2018

I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Forbes) The CGS study, part of its annual Global Consumer Customer Service Report, examined consumer preferences for customer service engagements, specifically chatbot usage.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

Optimove

DECEMBER 18, 2018

Another year (almost) behind us, another Optimove Connect in the relationship marketer’s books. 2018 brought twice as many pink-hued lightbulbs, shining a light on 500 attendees, 12 workshop leaders, and 15 speakers sharing, absorbing, and discussing the current and future state of CRM.

Connections 40

Connections Conference CRM Consumers 40

QuestionPro Audience

JUNE 22, 2018

It is expected to generate $233 million in 2018, marking an 18% increase from 2017, according to a study by the Consumer Technology Association. In a win for brick-and-mortar stores, the Consumer Technology Association report found that most pet owners discover and plan to shop to pet technology in brick-and-mortar stores.

Industry 207

Industry Retail Technology Study 207

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Brands are going to have to make a real effort to be transparent with customers in 2018. Top loyalty trends for 2018: No.1

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

Helen Dewdney

SEPTEMBER 27, 2018

The new Package Travel and Linked Travel Arrangements 2018 have replaced and considerably modified the former 1992 Package Travel, Package Holidays and Package Tour Regulations 1992. The new regulations came into force on the 1 st July 2018. Holidays taken prior to this will be covered by the previous regulations. Information.

Travel 56

Travel Hotels Transportation Airlines 56

ShepHyken

AUGUST 27, 2018

My Comment: Tiffany Bova is smart, and I’m especially excited about her new book, Growth IQ. MarTech Advisor) By 2020, digital technologies like AI, biometrics, machine and deep learning and robotic automation will revolutionize the way consumers interact with organizations and brands. Medium) Customer service is still king.

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

Comm100

DECEMBER 2, 2021

According to a recent survey, 50% of banking consumers want a seamless mix of physical and digital services during their buying journey. Between 2018 and 2020, the adoption of chatbots increased by 67%. However, despite the importance of omnichannel marketing, 94% of banking firms aren’t delivering personalized experiences. as add-ons.

Financial 225

Financial Trends Customer Experience Chatbots 225

Helen Dewdney

SEPTEMBER 4, 2018

As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Dave bought 100 books for his senior management. And she’s written a book and her book was inspired by some service or poor service that she got from Tesco.

Case Study 60

Case Study Consumers Study Social Media 60

Clarivate

DECEMBER 7, 2021

A new report from Clarivate, Luxury brands: Re-calibrating brand strategies for a changing world , looks at how luxury brands – long-standing source of aspiration for consumers – are adapting their brand strategies. For instance, most luxury brand websites were ‘look books’ for their collections. Luxury today.

Brands 95

Brands Fashion Consumers Video 95

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Between 2018 and 2020, the adoption of chatbots increased by 67% – and 2022 will be no different. The continued rise of chatbots and automation.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Customer Bliss

AUGUST 6, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Nov 27, 2018 at 9:20am PST. The following is a lightly edited transcript of the video below.

Insurance 149

Insurance Case Study Policies Video 149

Customer Bliss

JANUARY 3, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Bloomgarden’s article also addresses the fact that job training and transparency are increasingly becoming top concerns among consumers, and I agree. In my book, “Would You Do That to Your Mother?”

Chief Customer Officer 170

Chief Customer Officer Video Course Social Media 170

Helen Dewdney

APRIL 13, 2020

In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? I had a package holiday booked but the travel agent has only partially refunded. However see “I had a package holiday booked but the travel agent has only partially refunded – What can I do?”

Travel 108

Travel Airlines Transportation Hotels 108

Helen Dewdney

APRIL 9, 2019

Complain easily using consumer laws! Consumer Rights Act 2015 – the most comprehensive useful law to cover you for most issues with products and services. Consumer Rights Act 2015 digital content the extra cover. The Consumer Rights Directive 2013 – these laws cover you for purchases in the EU.

Travel 55

Travel Consumers Tips How To 55

ShepHyken

AUGUST 6, 2018

(Acquire.io) The secret to acquiring new customers, offering top notch customer service, and wooing your existing customers to stick to your brand is as simple as understanding consumer behaviors. Christopher Elliott is a consumer advocate and is suggesting to his readers that they embrace social media for customer service.

Customer Service 67

Customer Service Social Media Culture Tips 67

Helen Dewdney

APRIL 13, 2020

In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? I had a package holiday booked but the travel agent has only partially refunded. However see “I had a package holiday booked but the travel agent has only partially refunded – What can I do?”

Travel 108

Travel Airlines Transportation Insurance 108

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Between 2018 and 2020, the adoption of chatbots increased by 67% – and 2022 will be no different. The continued rise of chatbots and automation.

Trends 154

Trends Customer Service Chatbots Omni-Channel 154

CSM Magazine

JULY 10, 2023

The Sheffield-based company has also deployed the BigChange customer portal that allows customers to directly access service and site history information and book engineer appointments. This was time consuming, labour intensive, and had the potential to introduce errors into our systems.

Customer Relationship Management 52

Customer Relationship Management CRM System Innovation 52

Comm100

MARCH 16, 2022

Even back in 2018, the Office of Management and Budget in the US ordered all executive branch agencies to add CX into their ‘strategic decisions, culture, and design of services.’. Technological advancements are benefiting businesses and consumers alike, but it’s also causing challenges for the public sector. Digital communication .

Government 191

Government Customer Service Chatbots Effort Score 191

Helen Dewdney

JANUARY 31, 2022

Aviation Consumer Policy Reform consultation. A fairer system for both business and consumers has to be a good thing. Consumers can take a complaint to an ADR provider and the company is bound by the decision, although the consumer isn’t. Consumer bodies such as Which? February 2018 and Appendix J.

Government 59

Government Airlines Travel Consulting 59

ijgolding

MAY 21, 2018

Many businesses could rely almost entirely on their brand name – believing that they had embedded themselves in the hearts of consumers, they could sit back and watch the money pouring in. A brand that firmly established itself in the minds of consumers around the world, is no more. My book, ‘Customer What? – Enjoy the read!!

Retail 186

Retail Leadership Case Study Financial 186

Helen Dewdney

FEBRUARY 27, 2018

The Alternative Dispute Resolution (ADR) system for resolving consumer complaints is broken and in danger of collapse. In February 2018 the Government announced that it was seeking to reduce the number of ADR providers in property to one because of consumer confusion. RetailADR, AviationADR, UtilitiesADR, CommsADR).

Government 35

Government Consumers Retail Report 35

Helen Dewdney

JULY 22, 2022

If the airline cannot offer you a suitable flight, then you can book with another airline and you should keep these costs as low as possible and keep your evidence that it was the cheapest flight available. Pilots turning up late, cancelled bookings due to under booking, over booking, technical difficulties etc.

Airlines 52

Airlines Travel Consumers Hotels 52

Beyond Philosophy

DECEMBER 20, 2017

Consumer confidence is a funny thing. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. 30% of U.S.

Retail 153

Retail eBook Consumers Survey 153

C3Centricity

NOVEMBER 20, 2017

If we’d only looked at other fruit flavoured soft drinks we would have missed a whole – and large – section of category consumers. This shows the power of taking the consumers’ perspective, especially when segmenting a market. – Consumers of coffee … or … people who have bought insurance for natural disasters.

How To 168

How To Insurance Groups Consumers 168

Beyond Philosophy

MAY 3, 2018

The Labor Shadow business secretary even called out the merger for creating a duopoly with Tesco (the leading British Supermarket), which would have “ unrivaled power to dominate, dictating choice and prices for consumers… ”. Colin is an international author of five bestselling books and an engaging keynote speaker. 30 April 2018. <

Wireless 114

Wireless Competitive Advantage Consulting Airlines 114

Helen Dewdney

JANUARY 9, 2018

Since April 2013 traders have not been able to charge consumers fees that exceed the cost for using a particular method of payment. However, from 13 January 2018 companies will no longer be able to charge any fees for the use of credit or debit cards. Is this good news for consumers? That’s me that is).

Consumers 33

Consumers Banking Government Financial 33

Helen Dewdney

OCTOBER 7, 2021

The CMA believes that consumers should be refunded but “…concluded that prolonging this investigation could not be justified given the length of time it would take to reach an outcome in the courts and the uncertain outcome. And that precedent has been set in favour of consumers. The Supreme Court upheld the decision in 2014.

Airlines 50

Airlines Travel Policies Groups 50

ReviewTrackers

AUGUST 19, 2019

percent of consumers view patient online reviews as influential when finding a new primary care physician. What’s more important, however, is that patients have a higher likelihood of leaving positive reviews on their provider in 2018 compared to 2017. When consumers leave reviews, they expect a response to their feedback.

Healthcare 83

Healthcare Hospitality Marketing Guidelines 83

Helen Dewdney

MARCH 22, 2022

On my blog I cover most areas of consumer rights. The concept has since been turned into a book. (AL). More tips, advice, template letters and all the details on consumer laws you need GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! The first was.

How To 58

How To Tips Consumers Examples 58