COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Consumers 40

Consumers Multi-Channel Survey Customer Care 40

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

Self Service 40

Self Service Trends Customer Service Contact Center 40

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Practice

JULY 6, 2020

It is part of the overall customers’ journey and experience. Here are three strategies to better grasp how to preserve the balance of your customers’ value: Strategies for Preserving the Balance. Choose your target customers carefully to achieve mutual success. Remember that “no customer wants a quarter-inch drill.

Tips 105

Tips Customer Success Customers Strategy 105

NetBase

DECEMBER 3, 2019

Why are very obvious customer needs and wants left unmet in many categories? 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. Customer Journey Disconnect.

Report 52

Report Analytics Entertainment Survey 52

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. 1) Gartner, Inc.

ROI 40

ROI Social Media Advertising Customer Care 40

CSM Practice

JULY 6, 2020

It is part of the overall customers’ journey and experience. Here are three strategies to better grasp how to preserve the balance of your customers’ value: Strategies for Preserving the Balance. Choose your target customers carefully to achieve mutual success. Remember that “no customer wants a quarter-inch drill.

Tips 80

Tips Customer Success Customers Communication 80

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Maru Group

JANUARY 16, 2019

The digital customer experience has never been so important for retailers. Despite tough trading conditions at the end of 2018 – thanks to falling consumer confidence and a rise in discounting – online sales still equated for 20% of all retail spend at the end of November 2018, according to the Office for National Statistics (ONS).

Retail 45

Retail Customer Experience Touchpoint Fashion 45

Maru Group

JANUARY 16, 2019

The digital customer experience has never been so important for retailers. Despite tough trading conditions at the end of 2018 – thanks to falling consumer confidence and a rise in discounting – online sales still equated for 20% of all retail spend at the end of November 2018, according to the Office for National Statistics (ONS).

Retail 40

Retail Customer Experience Touchpoint Fashion 40

Maru Group

DECEMBER 18, 2018

Looking at everything from first impressions through to delivery and customer care, the results allow us to pinpoint key features of a winning digital customer experience. 2018 Christmas Winners. Maru/edr Retail Benchmark 2018 leaders. The digital customer experience has never been so important.

Retail 40

Retail Touchpoint Fashion Comparison 40

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

Interactions

MAY 2, 2019

Then, not only have you added an extra step in the customer journey, but your customer will most likely have a long wait time before connecting with a live agent. This creates a terrible customer experience. This allows companies to scale their contact centers and interact with many more customers.

System 67

System Technology Contact Center Interaction 67

Chattermill

JULY 15, 2018

The Best Customer Experience (CX) Events You Can Still Go To This Year. by Jack Miller on 16 Jul 2018. Customer Experience. The best customer experience events you can still go to in 2018. Customer Experience Innovation & Tech Fest. There’s a theme to many of 2018’s CX events: Innovation.

Customer Experience 40

Customer Experience Conference B2B Innovation 40

CSM Magazine

FEBRUARY 28, 2018

The final mile of a customer’s delivery is often the final straw according to new research from eDelivery EXPO. . With 93% of Brits having ordered a product online within the last month, the vast majority of consumers will have had a recent interaction with a delivery company or courier. Humans v Drones.

Retail 40

Retail Competitive Advantage Consumers Customers 40

Lithium

JUNE 11, 2019

For consumers, though, the jury is still out. Consumers, now trained to expect instant gratification from brands, are flocking first to social media in growing numbers – roughly one-third – as a first line of defense to do research, find information, or get help. The Path To Happy Customers. The Path To Happy Customers.

Social Media 40

Social Media Customer Engagement Engagement How To 40

Lithium

JUNE 11, 2019

For consumers, though, the jury is still out. Consumers, now trained to expect instant gratification from brands, are flocking first to social media in growing numbers – roughly one-third – as a first line of defense to do research, find information, or get help. The Path To Happy Customers. The Path To Happy Customers.

Social Media 40

Social Media Customer Engagement Engagement How To 40

Lithium

JUNE 11, 2019

For consumers, though, the jury is still out. Consumers, now trained to expect instant gratification from brands, are flocking first to social media in growing numbers – roughly one-third – as a first line of defense to do research, find information, or get help. The Path To Happy Customers. The Path To Happy Customers.

Social Media 40

Social Media Customer Engagement Engagement How To 40

RapportBoost

DECEMBER 26, 2018

Tony: Customer preferences, cost, technology, and agent training are driving a lot of recent chat innovation. In a 2018 Customer Care report, McKinsey highlighted these four drivers and came to the conclusion that human agents will be more important than ever to contact centers.

Contact Center 40

Contact Center Chatbots Metrics Sales 40

Currency Alliance

JUNE 19, 2019

Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight. More enlightened marketers, on the other hand, see points as a way to keep score of customer actions at many different touchpoints along complex customer journeys.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Data therefore resides in isolation and each customer interaction is viewed independently rather than as part of a bigger customer journey.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Comm100

FEBRUARY 5, 2018

From the rubble, a new dynamic emerged (the same one we know so well today): organizations spoke to customers and customers held the power to reply. Greater consumer power brought forth a new reality for companies. This put power into the hands of the consumer, and lead businesses to focus in on the customer experience.

Social Media 124

Social Media CRM Self Service Software 124

Natalie Petouhof

SEPTEMBER 19, 2016

Two billion are active on social media and 1 in 3 consumers prefer social to phones for service. And while this post is about customer service, we can’t really separate marketing, customer service and other disciplines. In fact, by 2018 in US, projected income = $3.4 Let’s look at some of the stats.

Wireless 40

Wireless Social Media Contact Center Study 40

SurveySparrow

JUNE 21, 2019

This is what we call as an omnichannel customer experience where customer’s digital habits are tracked, and it is used to facilitate a smooth interaction. . Remember one thing- customer journeys aren’t like the plots of a rickety romance novel- predictable. Can you create a solution? Yes, of course. .

Omni-Channel 56

Omni-Channel Customer Experience Tips Social Media 56