Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. In 2016 one study found that 75% of companies said their top objective was to improve customer experience. Excellent customer experiences grow customer loyalty. Probably not.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Companies do marketing, sales and CRM – the customer does the experience!

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

BlueOcean

FEBRUARY 14, 2018

In our humble opinion though, it’s a good idea to check in every now and again to examine the state of social customer support and dig into the trends and opportunities that have the potential to improve customer care in 2018 and beyond. The challenge is translating your brand voice from marketing into the voice of customer care.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

ReviewTrackers

FEBRUARY 24, 2021

Reputation marketing is a way of thinking about your reputation in the same way you think about your marketing – the more positive your brand’s reputation, the more growth you can deliver. Companies like Apple get a huge value from their reputation as a user-friendly company that provides great customer experience.

Brands 104

Brands Marketing Social Media Sports 104

Vonage

APRIL 12, 2018

This philosophy provided the inspriation for his opening keynote – and rap performance – at Pulse 2018, Gainsight’s annual conference for Customer Success professionals to share best practices, learn about new developments and network with peers in the industry. This purpose also informs our approach to Customer Success.

Customer Success 120

Customer Success Contact Center Conference Sports 120

Oracle

JUNE 14, 2018

According to Deloitte, it’s time for brands to rethink the traditional loyalty scheme. We recently asked our Twitter community of small-to-medium business (SMB) influencers, advisors, and thought leaders to share their tips for increasing brand loyalty in 2018. Humanize your brand.

Loyalty 54

Loyalty Tips Brands B2C 54

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . with your company and its products, services, and interactions. .

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. With technologies and consumer demands constantly evolving, what unconditional priorities can companies set for their contact center that won’t be shattered by ever-changing standards?

Contact Center 105

Contact Center Report Customer Journeys Customer Centricity 105

ShepHyken

SEPTEMBER 17, 2018

This article reminds us of some of the brands who have fallen to their demise because of the commoditization of their products and experiences. CMSWire) No two customer interactions are the same, so what constitutes success for one company might not make the cut at another. Tech Brands Dominate Brand Loyalty Rankings By Paul Ausick.

Customer Service 82

Customer Service Automotive Metrics Loyalty 82

Hero Digital

DECEMBER 11, 2018

But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences. Brand loyalty is at an all-time low, but values-driven connections are tipping the scale for customers across generations. Enter your brand. Reassurance.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

C3Centricity

AUGUST 20, 2017

Do you know how you’re going to beat the competition in 2018? CPG (consumer packaged goods) companies on the other hand, frequently encourage their customers to buy more through promotions and discounts. This is a dangerous strategy, as I explain in “Are you on the way to brand heaven or hell?” Be different!

Innovation 120

Innovation Competitive Advantage Meeting Strategy 120

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Companies that couldn’t deliver are now either history or relics that remind us of another time – think the last Blockbuster. This blog post is not about the top customer service trends to watch out for in 2018. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Optimove

AUGUST 11, 2022

That is certainly not the case with many brands’ new clients’ acquisition fixation. It’s becoming increasingly expensive to get a client on board, and what do many brands do once they do? Why would the fact that more money goes into acquisition lead companies to re-acquire customers instead of simply retaining them?

Brands 52

Brands Fashion CRM Ecommerce 52

ShepHyken

MAY 28, 2018

My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty Travel Fashion CRM 52

ShepHyken

JUNE 25, 2018

Keys To Earning Sustained Loyalty From Your Employees by Charle Brown. Chief Executive) Having strengthened millions of relationships for brands and causes worldwide, we’ve identified five critical steps to achieve the sustained loyalty your business needs. What do these companies do to earn such loyalty?

Customer Service 85

Customer Service Loyalty Tips Conference 85

Bob Hayes

MARCH 19, 2018

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Toward that end, companies are employing the power of predictive analytics and artificial intelligence (e.g., Answering Questions about User/Customer Loyalty.

Analytics 93

Analytics Loyalty Analysis Data 93

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. In today’s digital age, companies can get a comprehensive or 360? view of customers by accumulating data from the various touch points that a customer may use to contact a company. customer exhibitors at MWC 2018: Verto Analytics.

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. In today’s digital age, companies can get a comprehensive or 360? view of customers by accumulating data from the various touch points that a customer may use to contact a company. customer exhibitors at MWC 2018: Verto Analytics.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. Many companies, however, have done a terrible job with chat support.

Trends 63

Trends Social Media e-support Chatbots 63

ShepHyken

MAY 7, 2018

My Comment: There are many ways for customers to communicate with the companies and brands they do business with. Return policies are very specific to your brand and what you’re looking to accomplish — there is no one-size-fits-all strategy. An easy return policy creates customer confidence and trust in the brand.

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

OCTOBER 25, 2021

Many companies are trying to move the initial contact to chatbots. billion market of 2018. The author notes that while chatbots continue to be popular with companies, customers are experiencing a CX failure. Next Generation Loyalty – Part One by Braden Kelley. Loyalty is more than points. for the dollars spent.

Customer Service 144

Customer Service Loyalty Programs Chatbots Loyalty 144

ShepHyken

OCTOBER 15, 2018

Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them? Meanwhile, countless brands toil away in obscurity hoping someone will notice them. MyCustomer) When it comes to collecting customer feedback, brands shouldn’t fret about the odd negative review.

Customer Service 86

Customer Service Automotive Tips Feedback 86

ChurnZero

SEPTEMBER 14, 2018

This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience. Check out our top ten Customer Success takeaways from INBOUND 2018. We have you covered.

Customer Success 66

Customer Success Customer Retention Conference B2B 66

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. Satisfactory is a rating and loyalty is an emotion. Most companies will find a few reminders in the ten tips the author shares with us.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

JUNE 17, 2018

This is a good list of what companies do to stand in the way of their customers having an amazing experience. 4 Unexpected Tips That Will Make Your Brand Stand Out by Pia Silva. Four tips that will make your brand stand out. 5 Ways to Build Customer Loyalty by Christy Bieber. My Comment: I love this article.

Customer Service 83

Customer Service Airlines Tips Retail 83

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Smart companies are using customer support moments to create experiences, solve problems, and learn more about customers’ needs. Customers do not rate customer support based solely on interactions with that company.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Second to None

JUNE 5, 2018

A B2B company can only make a significant transformation in service delivery by improving their customer experience platform. This can be done successfully by using CX tools, like journey mapping, which can be applied on a day-to-day basis for solving the obvious business challenges posed by the B2B CX strategy in 2018. Call logging.

B2B 63

B2B Strategy Customer Journeys Voice of Customer 63

Oracle

FEBRUARY 26, 2018

Now, in 2018, the excitement that surrounded big data has worn off. As companies that excel in customer experience grow 4 – 8% above their market , the need for brands to develop a truly in-depth understanding of their customers has never been more important. appeared first on SmarterCX.

Analytics 90

Analytics Data Fashion Retail 90

Oracle

JANUARY 16, 2018

On the horizon for 2018 is an increase in customer advisory boards, new job titles, and the next frontier of customer experience-related innovation management. Read on for four customer experience trends and 2018 predictions that will affect your customer experience strategy, and the technology behind them.

Trends 52

Trends Customer Experience Net Promoter Score Innovation 52

Bob Hayes

MARCH 19, 2018

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Toward that end, companies are employing the power of predictive analytics and artificial intelligence (e.g., Answering Questions about User/Customer Loyalty.

Analytics 74

Analytics Loyalty Analysis Data 74

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. Here are 3 ways to improve loyalty in 2019. Be transparent.

Loyalty 60

Loyalty Consumers Loyalty Programs Retail 60

ChurnZero

NOVEMBER 16, 2018

Top 15 Takeaways from Pulse Europe 2018. Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. Customer Success is a Top-Down, Company Wide Commitment. CustomerSuccessMatt (@MattMyszkowski) November 8, 2018. CustomerSuccess #PulseEurope2018.

Customer Success 49

Customer Success Conference Travel Customers 49

Beyond Philosophy

DECEMBER 26, 2017

Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. 3 Questions to Improve Your CX in 2018.

Survey 111

Survey Company Leadership Study 111

Customer Bliss

DECEMBER 20, 2018

Though not a CX book per se, it will definitely get you thinking about ways you can differentiate your brand and the experiences you provide to your customers. One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact.

Customer Experience 147

Customer Experience Chief Customer Officer Loyalty Programs Loyalty 147