ShepHyken

AUGUST 13, 2018

Winning the Hearts–and Loyalty–of Younger Consumers by Shannon Andrick. Chain Store Age) Alliance Data’s 2018 “ Rules of NextGen Loyalty ” study validates an emerging trend happening with today’s younger consumers: Not only are they financially conscious, they’re also heavily influenced by cost when it comes to purchasing decisions.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Be sure to watch the short video. It is amazing!

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

JUNE 25, 2018

(Chain Store Age) One bad experience can turn off a customer. My Comment: Here is a great recap of some of the pertinent facts and stats from Medallia’s “Customer Experience Tipping Point” survey. To start with, 64% of consumers say they have avoided a brand because of a bad experience in the last year.

Customer Service 85

Customer Service Loyalty Tips Conference 85

ShepHyken

APRIL 30, 2018

Phone Is King for Customer Experience by Blair Pleasant. (No No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. It’s still the number one way customers connect with the companies they do business with. Follow on Twitter: @Hyken.

Net Promoter Score 83

Net Promoter Score Customer Service Self Service NPS 83

ShepHyken

AUGUST 27, 2018

Top 5 Customer Experience (CX) Predictions for 2020 by Sonali Datta. 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. AI, Personalization and the Internet of Things is just the beginning.

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

Hero Digital

DECEMBER 11, 2018

Brand loyalty is at an all-time low, but values-driven connections are tipping the scale for customers across generations. Euclid reports that a brand’s alignment with the customer’s personal values is important to 52% of millennials, 48% of Gen X, and 35% of baby boomers. Image source: Florida Health Care Plans. Efficiency.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

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. The author examines some of the psychological triggers to creating a better customer service experience.

Customer Service 67

Customer Service Social Media Culture Tips 67

CX University

MAY 16, 2023

According to a study by Gallup, engaged employees are 17% more productive, 21% more profitable, and 10% more customer-focused than disengaged employees. PwC Consumer Intelligence Series. In addition, engaged employees are less likely to leave their jobs, which can save businesses money on recruitment and training costs.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

Verint

APRIL 11, 2018

Additional results from our large-scale study of more than 36,000 consumers across 18 countries highlight the importance of transparency and trust. The study reveals organizations must balance a fine line between personalization and collecting data for customer engagement purposes. ET / 15:00 BST / 16:00 CEST.

Consumers 23

Consumers Study Banking Customer Engagement 23

Verint

JANUARY 22, 2018

Surveys, comment cards, and scripts are mobile friendly, which means consumers can be reached when an incident is fresh in their minds, such as making a purchase, dining at a restaurant, or enjoying a day at an amusement park. In 2016, the market research industry generated approximately 44.51 billion U.S. dollars in revenue worldwide.

Analytics 29

Analytics Survey Customer Satisfaction Feedback 29

ShepHyken

JUNE 13, 2022

This grew to 29% by 2018. The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. s latest annual study on customer experience, which analyzed 96,211 U.S. consumers’ perceptions of 221 companies and federal agencies.

Customer Service 68

Customer Service Sports Customer Journeys Government 68

ShepHyken

SEPTEMBER 23, 2019

(Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you. My Comment: Chris Elliot is a consumer advocate. At first, I thought this article was written for consumers. After all, the title is “How to Tell if a Customer Service Agent Will Help You.”

Customer Journeys 102

Customer Journeys Customer Service B2B Social Media 102

ThriveableBiz

NOVEMBER 13, 2023

In Jack Trout & Steve Rivkin’s classic book “ Differentiate Or Die ” they say … “In order to reinvent the idea of a unique selling proposition (or USP) and differentiate their products from competitors’, companies must move away from differentiation based solely on product, and engage consumers in ways that truly reach them.”

Innovation 52

Innovation Entertainment Customers Customer Focused 52

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

ijgolding

JANUARY 24, 2017

The ability to drive genuine, demonstrable and sustainable improvement to the Customer Experience is where organisations in other parts of the world are regularly failing. The big winner of the awards I had the privilege of being part of last week was the customer – consumers and businesses alike.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

ShepHyken

SEPTEMBER 7, 2018

Accept that you may be reviewed by the customer. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. Those resources are: Product demos.

Case Study 83

Case Study ROI B2B Study 83

CSM Practice

JULY 6, 2020

As per Dr. Deva Rangarajan (2018), “mutual success (Value OF and Value FOR) depends in large part on proper segmentation and targeting of customers.” With the right customers who are aligned with your product and services can lead to excellent value. Remember that “no customer wants a quarter-inch drill.

Tips 105

Tips Customer Success Customers Strategy 105

ShepHyken

JULY 28, 2017

As a result, it dismissed the new iPhone as a “mere consumer toy.” As a final example, why would any consumer want to go through the time and effort to travel to a mall or other shopping destination, when they can now order just about anything painlessly, with just a few clicks on Amazon or other retail websites?

Retail 80

Retail Social Media Travel Consumers 80

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Oracle

SEPTEMBER 27, 2019

From market research and original data to visuals, brands use several tools to craft messages to consumers. But too many brands talk at consumers rather than connect with them. NBC Sports employed a similar strategy for the social content it produced during the 2018 Winter Olympics. Embrace storytelling.

Engagement 63

Engagement Sports Multi-Channel Return on Investment 63

CSM Practice

JULY 6, 2020

As per Dr. Deva Rangarajan (2018), “mutual success (Value OF and Value FOR) depends in large part on proper segmentation and targeting of customers.” With the right customers who are aligned with your product and services can lead to excellent value. Remember that “no customer wants a quarter-inch drill.

Tips 80

Tips Customer Success Customers Communication 80

West Monroe

DECEMBER 21, 2021

Nearly a decade after the Affordable Care Act exchanges went live, the composition of consumers shopping for healthcare has fundamentally changed. Yet despite differences in age, race, geography and socio-economic status, what these consumers share is a desire for a more personalized, digitally-driven healthcare experience.

Healthcare 52

Healthcare Consumers Technology Competitive Advantage 52

Eptica

FEBRUARY 19, 2019

Employees on the front line of customer service must have not only the right personality and attitude, but also a consistent knowledge base to be most helpful to the customer. Track the customer experience and find out what your friction points are, and then do your best to eliminate them. Eliminate friction.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Verint

JANUARY 17, 2018

I also suggested a four-part automation innovation strategy framework to consider as part of your 2018 automation strategy planning. Laggards include construction, education and consumer/packaged goods companies. Your customer engagement automation strategy can help you drive a sustainable competitive advantage in 2018 and beyond.

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

Beyond Philosophy

NOVEMBER 22, 2017

For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The Suggested Prescriptive: Simple, get all employees as close to customers as possible, every day. 7 Upcoming E-commerce Web Design Trends to Adopt in 2018. Michael Lowenstein, Ph.D.,

e-support 89

e-support Banking Culture Consulting 89

ProProfs Chat

MAY 6, 2020

This way, your reputation helps you build experience for your customers. Service insight and knowledge are also key to a good experience according to 62% of consumers. (Source: American Express ) Tweet this. Such bad customer experience statistics indicate how customers end up sharing their bad experiences with more people.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Second to None

MARCH 21, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Entrepreneur on March 15, 2018: “The up-and-coming generation of younger B2B procurement professionals is once again bucking prior generations’ preferences, and companies that don’t keep up aren’t likely to win contracts.

B2B 59

B2B B2C Transportation Voice of Customer 59

Innovative CX

JUNE 13, 2019

According to the US Small Business Administration, in 2018, 30.2 There are numerous ways for small businesses to improve their customer experience that are inexpensive and effective. Here are a few suggestions: · Declare your CX culture – All organizations want to be customer focused and many have it in their mission statements.

Customer Journeys 40

Customer Journeys Social Media Culture Resources 40

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. .

Customer Experience 58

Customer Experience e-support Customers Study 58

CSM Magazine

AUGUST 10, 2017

The group has a 7,500-strong customer insight community called ’The Inside Panel’, which helps generate a better understanding of consumers, creating more appealing advertising and content. To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

ShepHyken

AUGUST 20, 2018

Amazon, the leader in convenience, offers a subscription service for a myriad of consumable products. My book, The Convenience Revolution , can guide you and help you come up with ideas to create more convenience for your customers. Annual maintenance contracts are a form of a subscription model. Follow on Twitter: @Hyken.

Self Service 81

Self Service Industry Banking Video 81

Verint

FEBRUARY 6, 2018

As a result, automated solutions can better understand customers—their words, context, intent or even emotions. Recent advances in artificial intelligence technology have resulted in new automation opportunities that can help revolutionize customer engagement, manufacturing, consumer appliances and a whole host of other areas.

Healthcare 28

Healthcare Financial Customer Engagement Technology 28

transcosmos Information Systems

NOVEMBER 6, 2018

In August 2018 , Apple became the first American public company to reach $1 trillion market value. Financial commentators and investors have expected this to happen, seeing that technology share prices ended strong in 2017 and are continually booming this 2018. Lesson #5: Obsessive customer focus.

Customer Service 48

Customer Service Ecommerce Hotels Wait Times 48

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. Customer retention statistics: More than 6 in 10 U.S. billion per year due to avoidable consumer switching. CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390