Maru Group

NOVEMBER 28, 2018

Early indicators suggest that Black Friday bought an estimated £7billion cash injection into the UK retail market, yet results show that footfall was down 5.4% We’ve continued to see a trend towards retailers extending Black Friday shopping events this year in a bid to manage demand and customer expectations.

Loyalty 45

Loyalty Retail Customer Experience Analysis 45

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. One in three customers will pay more to receive a higher level of service. Set and measure customer expectations.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Maru Group

NOVEMBER 28, 2018

Early indicators suggest that Black Friday bought an estimated £7billion cash injection into the UK retail market, yet results show that footfall was down 5.4% We’ve continued to see a trend towards retailers extending Black Friday shopping events this year in a bid to manage demand and customer expectations.

Loyalty 40

Loyalty Customer Experience Retail Analysis 40

ShepHyken

DECEMBER 17, 2018

Creating valuable content will help customers be interested in what you do and sell. Six Trends Shaking Up Customer Care in 2019 by Julien Rio. CustomerThink) As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year.

Customer Service 79

Customer Service Trends Customer Care Case Study 79

ShepHyken

AUGUST 20, 2018

” Are your customers’ experiences profoundly remarkable? Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. by Chip Bell.

Customer Service 69

Customer Service B2B B2C Innovation 69

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. The functionality in loyalty systems is being broken up.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Lumoa

NOVEMBER 7, 2022

. #2 Companies are using CX to create a competitive advantage Customers have more options than ever before. In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. When everyone is shopping online, the nearest competitor is only a search away. That’s because it works.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. 1. Looking beyond transactional rewards.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

ijgolding

JUNE 25, 2018

In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! Louis into a $9 billion global powerhouse, EXCEEDING CUSTOMER EXPECTATIONS reveals how to: ?

Customer Centricity 192

Customer Centricity Industry Customers Loyalty 192

West Monroe

JUNE 8, 2018

West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally. Most of the retailers focus on customer acquisition and retention strategies.

Loyalty 40

Loyalty Self Service Chatbots Retail 40

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

ReviewTrackers

FEBRUARY 24, 2021

It’s your job to make sure you are constantly on top of your reputation – making sure it is a positive feeling is created and then maintained for customer loyalty. Therefore, getting reviews from current customers is an important part of reputation marketing. But businesses are failing to meet this expectation.

Brands 104

Brands Marketing Social Media Sports 104

Kayako

SEPTEMBER 20, 2018

In this article, we take a closer look at ten of the customer experience best practices that all B2B sales teams should adopt, in order to stay competitive, meet or exceed expectations, and build loyalty. . Make Customer Experience a Priority . Create a Customer Service Coaching Plan .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

CXApp

JUNE 5, 2018

It seems like only yesterday we were looking ahead at 2018, trying to discern where things were headed. It’s a perfect time then, to assess the current state of the modern customer experience journey and figure out what’s actually panned out and where we’re going in the world of CX. But let’s not place blame, let’s embrace.

Trends 40

Trends Strategy Multi-Channel e-support 40

CXApp

JUNE 5, 2018

It seems like only yesterday we were looking ahead at 2018, trying to discern where things were headed. It’s a perfect time then, to assess the current state of the modern customer experience journey and figure out what’s actually panned out and where we’re going in the world of CX. But let’s not place blame, let’s embrace.

Trends 40

Trends Strategy Multi-Channel e-support 40

Stella Connect

JANUARY 25, 2018

What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation? Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. Consumer Expectations for Omnichannel Will Soar. How brands should respond.

Self Service 40

Self Service Trends Customer Service Contact Center 40

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. . The growing expectations are inclusive of: 24*7 support. Boosts Customer Service & Loyalty.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Customer expectations. Customer loyalty. Future of Customer Engagement. Customer Engagement Through Social Media.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Published on: November 21, 2018. The key is delivering a customer experience that engages consumers and builds loyalty, particularly online.

Net Promoter Score 62

Net Promoter Score Retail Ecommerce Social Media 62

Currency Alliance

OCTOBER 27, 2017

We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform.

Report 68

Report Self Service Average Handle Time Contact Center 68

RapportBoost

FEBRUARY 10, 2019

A 2018 Forrester report states that email is still the most common channel for customer support. More than 50 percent of customers surveyed expressed a preference for email over telephone and social media. Customers expect faster response times than ever in email, and even faster in live chat. First Response Time.

Retail 58

Retail Metrics Social Media Study 58

ReviewTrackers

MARCH 26, 2018

It’s your job to make sure you are constantly on top of your reputation – making sure it is a positive feeling is created and then maintained for customer loyalty. Therefore, getting reviews from current customers is an important part of reputation marketing. But businesses are failing to meet this expectation.

Brands 82

Brands Marketing Social Media Sports 82

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

Eptica

FEBRUARY 13, 2019

Companies today face two key imperatives – meeting growing customer expectations and ensuring they operate efficiently and effectively. Overall these improvements have led to NPS improving by 20 points between Q2 and Q4 2018, 10 points above the sector average. Reviewing 2018 – our top 10 blog posts from the year.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

LoyaltyPlus

JANUARY 22, 2019

The popularisation of loyalty programmes and digital solutions that automate transactions, implies that the modern tech-savvy consumer is more empowered than ever before. These days the consumer is far more equipped to be able to tap into every level of retail operation.

Consumers 40

Consumers Customer Relationship Management Social Media Retail 40

LoyaltyPlus

JANUARY 22, 2019

The popularisation of loyalty programmes and digital solutions that automate transactions, implies that the modern tech-savvy consumer is more empowered than ever before. These days the consumer is far more equipped to be able to tap into every level of retail operation.

Consumers 40

Consumers Customer Relationship Management Social Media Retail 40

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. This made managing the customer experience difficult at best. So new, shorter, more efficient and actionable ways to measure customer experience were developed. What is NPS?

NPS 150

NPS Metrics Effort Score Customer Experience 150

Second to None

APRIL 11, 2018

Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

ShepHyken

FEBRUARY 5, 2018

How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. Apptentive) In this post, we outline a few key ways that retailers can step their customer experience game up to keep their customers happy, engaged, and loyal. B2C Influence on B2B Customer Expectations by Shannon Gronemeyer. (CX

Customer Service 15

Customer Service B2C Retail Infographics 15

ProProfs Chat

MAY 6, 2020

Negative Customer Experience Statistics. Importance of Customer Experience Statistics. Improving Customer Experience Statistics. Marketing Customer Experience Statistics. B2B Customer Experience Statistics. Retail Customer Experience Statistics. Mobile Customer Experience Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

CSM Magazine

JUNE 12, 2020

Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders. Increasing Role of Technology in Customer Service. Omni-channels. Chatbots. E-commerce.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

Answer Dash

NOVEMBER 21, 2018

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX.

User Experience 75

User Experience Social Media Interaction Customer Service Representative 75

NetBase

JULY 31, 2020

And CVS is bulking up their care as well, by acquiring insurer Aetna for $68 billion in 2018, planning to open 1,500 HealthHUB stores by the end of 2021. In recent years, and under pressure to reinvent themselves, drugstores everywhere began adopting the e-commerce side of retail as giants like Amazon monopolized sales of everyday items.

Consumers 52

Consumers Healthcare Insurance Wait Times 52

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. As reported in my recent piece , we saw actions to improve the customer experience stall – particularly in Europe. The gap between (rising) customer expectations and the quality of customer experiences being delivered, is getting greater.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Strativity

APRIL 27, 2023

The Post article was on the heels of articles from Restaurant Business (2018) and The New York Times (2017)—both asserting that there may be too many restaurants. The prospect of offsetting the cost of deploying delivery personnel to meet customer expectations made sense. james.lanyon@materialplus.io sean.eidson@materialplus.io

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Strativity

APRIL 27, 2023

The Post article was on the heels of articles from Restaurant Business (2018) and The New York Times (2017)—both asserting that there may be too many restaurants. The prospect of offsetting the cost of deploying delivery personnel to meet customer expectations made sense. james.lanyon@materialplus.io sean.eidson@materialplus.io

Roadmap 52

Roadmap Customer relationships Brands e-support 52