AskNicely

AUGUST 29, 2018

Brands that embrace these new NPS best practices unlock accelerated growth and long-term advocacy because they possess an advantage on customer experience. Connecting NPS-Based Customer Centricity to Business Growth. So it made sense to show how brands across industries, use cases, and job roles view NPS. Adoption of NPS.

NPS 150

NPS Net Promoter Score Metrics Culture 150

CX Journey

DECEMBER 20, 2017

This makes for a strong brand image that’ll remain on their minds. 73% of customers prefer to solve a problem with a real person, but there’s another side to that coin: 32% of customers think the phone is the most frustrating way to connect with a business. Primarily, that you must be prepared to play on their court.

Communication 137

Communication Brands Social Media Touchpoint 137

QuestionPro Audience

FEBRUARY 15, 2018

2 – 2018 Edelman Trust Barometer. More than half of those surveyed (62%) accurately recalled the advertised brand of LGBTQ-themed commercials. Okay, so we all know that Amazon is the mecca of eCommerce, but how did they transition from an online bookseller to the massive brand they are now? By: Edelman. Currently, 16.3%

Infographics 170

Infographics Ecommerce Government Social Media 170

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. That’s because smart companies know they’ll be competing on customer experience: Gartner predicts customer experience will overtake price and product as the key brand differentiator.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

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 26, 2018

From the iPhone to ridesharing, and everything in between and beyond, consumers are always eager for the next best thing while brands are ready to change the way they do business. Just a few years ago, it looked like every home and business were on their way to being fully connected to the internet.

Technology 249

Technology Innovation Trends Consumers 249

Optimove

DECEMBER 16, 2018

The post Connect 2018 Opening Remarks: The State of the Brand/Customer Relationship appeared first on Optimove.

Customer relationships 40

Customer relationships Connections Brands Customers 40

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s take a moment to reflect on all the exciting things we’ve done here at Astea and all the transformative changes that have swept the entire field service industry. Alliance Enterprise Launched September 2018. In 2018, we revealed our brand new version of the Alliance platform called Alliance Enterprise.

Infographics 83

Infographics Conference Video Software 83

Oracle

JANUARY 24, 2018

Here are four tech trends that are driving innovation in CRM in 2018, and helping organizations reach and engage their target audiences across channels. Artificial intelligence will prove to be one of the most prominent means of innovation in CRM in 2018. Read more on trends in CRM software in 4 Trends for CRM in 2018.

CRM 111

CRM Trends Software Customer Relationship Management 111

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Intelligent apps, analytics and things.

Trends 174

Trends Retail e-support Technology 174

Oracle

JANUARY 25, 2018

In 2018, SMBs must improve their to ensure they are on the right road to success. A: SMBs need to have a clear defined strategy on creating thought leadership for their brand, e.g. how will their brand have a more human look and feel? In 2018, SMBs must improve their to ensure they are on the right road to success.

Tips 110

Tips Customer Experience Social Media Consulting 110

Optimove

DECEMBER 16, 2018

The post Connect 2018 Opening Remarks: The State of the Brand/Customer Relationship | Optimove Video appeared first on Optimove.

Customer relationships 40

Customer relationships Video Connections Brands 40

C3Centricity

NOVEMBER 21, 2018

Well something is clearly working for Coke; at the end of last month it reported higher-than-expected financial results for Q3 2018. What has changed during 2018 is marketing’s deeper awareness of, if not complete adherence to, what customers like and dislike. BRAND BUILDING. brand #Marketing #CEX #CRM Click To Tweet.

Brands 192

Brands Customer Centricity Customer Journeys Consumers 192

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. How to overcome those challenges? So, what should we expect in the nearest future?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk. Not at all. ."

Connections 140

Connections Effort Score How To Self Service 140

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s reflect on the best field service resources from this year. With 2019 right around the corner, we put together a list of the top 3 webinars, infographics, whitepapers and videos from 2018. 2018 Field Service Trends: The 6 biggest field service trends we saw in 2018. Happy learning!

Resources 83

Resources Infographics ROI Social Media 83

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s take a moment to reflect on all the exciting things we’ve done here at Astea and all the transformative changes that have swept the entire field service industry. Alliance Enterprise Launched September 2018. In 2018, we revealed our brand new version of the Alliance platform called Alliance Enterprise.

Infographics 70

Infographics Conference Video Software 70

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media e-support 111

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

PK

MARCH 15, 2018

The Adobe Summit provides a fantastic opportunity to learn how brands are leveraging different pieces of the Experience Cloud to help enable their businesses, and gives us valuable insight into the future Experience Cloud product roadmap. The post Connect with Lenati at Adobe Summit 2018 appeared first on Lenati.

Connections 40

Connections B2B Roadmap Conference 40

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. billion U.S.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s reflect on the best field service resources from this year. With 2019 right around the corner, we put together a list of the top 3 webinars, infographics, whitepapers and videos from 2018. 2018 Field Service Trends: The 6 biggest field service trends we saw in 2018. Happy learning!

Resources 62

Resources Infographics ROI Social Media 62

Oracle

SEPTEMBER 4, 2019

Omnichannel strategies are key to a connected customer experience. Companies are always looking for different ways to connect with consumers, and one way to do that is to be present in all the ways that customers are begging for them to show up. Live chat is also a game changer with regard to how customers experience a brand.

Connections 71

Connections Customer Experience B2C B2B 71

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101

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. Everyone knows that trust is key in brand loyalty. This is something that we see gathering pace in 2018.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. Customer Experience in 2018 Will Cater Toward Achieving Emotional Loyalty. Technology once held the promise of closing the distance between brand and customer,” according to Forrester. The distance grows again.

Customer Experience 58

Customer Experience e-support Customers Study 58

C3Centricity

FEBRUARY 5, 2018

These differences come from a wide variety of sources; from tradition, to history and even from the impact of the most popular brands. Everyone seems to be doing it, including brands, so if you aren’t (yet?) Follow these steps and your brand will soon by in the spotlight. brand #marketing Click To Tweet.

Infographics 120

Infographics Marketing Social Media Ecommerce 120

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Overall, AI will allow more brands to focus on context and anticipatory engagement at the individual level to hone in on the customer segment of one.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

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. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

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

ShepHyken

NOVEMBER 12, 2018

From front-line staff to marketing strategists and brand managers, employees generally enjoyed job security with classic benefits such as superannuation plans, stable income streams, employment rights, training, sabbaticals and long-service leave. Forrester) Let’s face it: 2018 was not a fabulous year for customer experience.

Customer Service 89

Customer Service Effort Score Customer Service Training Marketing 89

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. What is brand advocacy? Customers service training ideas for better brand advocacy.

Customer Service Training 151

Customer Service Training Training Brands Customer Service 151

Kayako

FEBRUARY 14, 2018

In 2018, the vast majority of products on the market are pretty similar. That’s the job of your product and brand. Sixty-four percent of retailers surveyed credit their loyalty programs as the most effective method for connecting with customers. Partner with other brands. Here’s how to overcome them: 1. Bon appétit!

Loyalty Programs 182

Loyalty Programs Loyalty Brands Retail 182

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer.

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. customer exhibitors at MWC 2018: Verto Analytics. Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

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. Using each connection with customers for multiple purposes (without annoying anyone), speeds research and service at reduced cost. Here are three things we should be watching for in 2018. Take a look. . Colin Taylor.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

NetBase

JULY 8, 2020

Brand strategy planning requires accurate and transparent consumer and market intelligence , or you’re starting at a deficit. And our recent report on The Importance of Market Insight for Brand Strategy pairs well with our 2020 Report on How Social Analytics is Important to Brand Management for this purpose.

Brands 70

Brands Analytics Report Consumers 70