Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

Consumers 71

Consumers Brands Social Media Measurement 71

Kustomer

DECEMBER 20, 2019

The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. Here are some of the most memorable highlights: Top Customer Service Trends of 2019. Unfortunately, the two terms have almost become interchangeable, with many companies and technology providers conflating them.

e-support 93

e-support Omni-Channel Case Study Comparison 93

GetFeedback

NOVEMBER 4, 2019

Four Voice of the Customer (VoC) trends for B2B businesses in 2019 that will teach you how to compete in CX with other brands in your industry.

B2B 150

B2B Company Trends Industry 150

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

NetBase

SEPTEMBER 30, 2019

Social media marketing is crucial for cosmetics companies to master, and they know it. So, what are the top hashtags for Cosmetics Companies in 2019? With more than 67 million posts about cosmetics so far in 2019, it’s interesting to note how massive some of the top hashtags have become. How Brands Misuse Hashtags.

Company 46

Company Fashion Automotive Consumers 46

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

Oracle

APRIL 1, 2019

Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Brands designing and delivering their omnichannel customer experience have more opportunities to get their CX right. Omnichannel is the new minimum threshold for brands. Only then will firms deliver truly omni-channel interactions.”

Omni-Channel 108

Omni-Channel Customer Experience Touchpoint B2C 108

Customer Bliss

FEBRUARY 19, 2019

Make memory creation the currency of your brand. Make mom proud companies give employees the emotional high of being a memory maker. Are you nurturing a company of memory makers? ? ? A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Jan 4, 2019 at 12:12pm PST. View this post on Instagram.

Brands 208

Brands Chief Customer Officer Hospitality Course 208

NetBase

JULY 30, 2020

It has definitely captured brands’ attention, as we see many adjusting their marketing strategies and finding new purchasers on podcasts. Here we’ll take a peek into the podcasting space to see what is making it so enticing for brands. In 2019, ad revenue in podcasting hit $708m which was a 48% year over year growth from 2018.

Brands 97

Brands Advertising Trends Consumers 97

Alliance by IFS

MARCH 28, 2019

To do so, companies must align their operational strategies with service expectations. We partnered with Aberdeen to bring you the State of Service 2019 on-demand webinar outlining the top challenges faced by today’s best-in-class service firms and what technologies and strategies they are using to overcome them.

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

CX Journey

DECEMBER 11, 2018

I thought I'd share some good ones that I'd recommend you add to your reading list for 2019. The story takes you through several examples of how one CEO, who loves to lead and to manage, uncovered these three root causes and how he put them into practice at a couple different companies in different industries. Mortimer J.

Leadership 151

Leadership Guidelines Travel Culture 151

Clarivate

DECEMBER 7, 2021

A new report from Clarivate, Luxury brands: Re-calibrating brand strategies for a changing world , looks at how luxury brands – long-standing source of aspiration for consumers – are adapting their brand strategies. When it comes to brand premiumization, there is a lot we can learn from luxury brands.

Brands 95

Brands Fashion Consumers Video 95

Oracle

MARCH 12, 2019

” The 2019 agenda included a closer look at how a renewed customer experience focus is transforming retail. ” From subscription boxes to large-scale white labeling, brands offering new delivery models and value propositions stand out in a crowded retail landscape. Relationships to brands are evolving.

Retail 86

Retail Conference Case Study Consumers 86

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Self Service 75

Self Service Customer Service Social Media NPS 75

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Nearly a quarter of experiences (23.6%) failed to deliver satisfaction at the first attempt, forcing consumers to follow up with brands.

Conference 76

Conference Self Service Fashion Ecommerce 76

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. What CX is at its core, is choosing how a company will and will not grow. Don’t miss it!

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

ShepHyken

JULY 22, 2019

Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year. Top 14 Ways to Create a Great Customer Experience Strategy in 2019 [Updated] by Amritpal Dhangal.

Social Media 117

Social Media Customer Service Trends Tips 117

ShepHyken

MARCH 25, 2019

How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. A poor experience, on the other hand, can almost instantly mean the end of a brand relationship. My Comment: A company that is known for its amazing customer service has it baked into its culture. Here are my top five picks from last week.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. AI-driven innovations in mobile self-service allow companies to consistently deliver high-quality service at scale and to meet customers’ increasing demands for a positive mobile experience. In a nutshell. In a nutshell. Who’s there?

Self Service 95

Self Service Innovation Telecommunications Consumers 95

ShepHyken

JULY 1, 2019

My Comment: Companies that are resisting the “digital experience” are missing opportunities. A Mile in Their Shoes: How to create a visual representation of your customer’s experience with your brand. My Comment: Journey mapping is a powerful exercise that all companies should practice. LiveHelpNow!) Play Gloria!”

Customer Journeys 120

Customer Journeys Customer Service Exercises B2C 120

ShepHyken

AUGUST 19, 2019

(ClickZ) Customer service provider Simplr has released a new report on the most common customer service pitfalls among eCommerce brands. They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. Follow on Twitter: @Hyken.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

FEBRUARY 25, 2019

Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. A quick read with some important reminders.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

CX University

NOVEMBER 21, 2020

Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Ask five different people what customer experience means to their brand and you would probably get twice as many correct, but different answers. This list goes on. The truth must be told.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

BirdEye

OCTOBER 26, 2023

I’ve been a Birdeye partner since 2019, but I’ve been a customer for four years before that. I have to do all this for my company, Orange Fish Consulting.’ Selling the Value of Reviews: The Path to Brand Excellence Want to see the impact of Birdeye on your business? Nicole: Yeah, thanks, Zach, so I’m excited.

Brands 115

Brands Multi-Channel Consulting Report 115

ShepHyken

MAY 6, 2019

Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. While ratings are important to validate the company is doing a good job and public ratings help sell, there is more.

Customer Service 114

Customer Service Loyalty Customer Centricity Customer Service Training 114

ShepHyken

AUGUST 12, 2019

Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Why brands must prioritize the happiness of millennial shoppers by Derek O’Carroll. This Is Why.

Customer Service 97

Customer Service ROI Customer Service Training CRM 97

Oracle

NOVEMBER 27, 2019

From transformations in customer service technology and grocery shopping, to social media shopping and changes in the delivery and brick-and-mortar experience, here’s a look at innovations reshaping retail in 2019 and beyond. Revolutionizing the drive-thru experience. Transforming grocery shopping. The emergence of social shopping.

Retail 74

Retail Innovation Trends Ecommerce 74

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. The State of Bots in 2019: Successes and Failures by Astrid Monge. by Athina Mallis. They are trying!).

Social Media 98

Social Media Customer Service Customer Care Insurance 98

Magellan Solutions

APRIL 16, 2020

For US companies that outsource offshore, one of its greatest benefits is additional support during recessions. While you can always outsource within your territory, a growing number of companies find it more effective to do it offshore. Here are some of the major US companies that outsource to offshore partners: Apple.

Company 82

Company Telecommunications Wireless Automotive 82

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? The agent also gives her links to learn more on the brand’s online community.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

CSM Magazine

JUNE 8, 2023

Companies boost their reputation and brand image and build loyalty by treating customers right. That gives companies with stellar customer service a serious competitive advantage. Take a page out of these companies’ books to learn more about how to implement the best customer service practices. And for good reason.

Exceptional Customer Service 52

Exceptional Customer Service Company Customer Service Airlines 52

Magellan Solutions

MAY 3, 2022

Companies that outsource call centers have one thing in common: they know the significance of building and maintaining good customer relationships. While it is an important element, call centers are usually not included in the core functions and expertise of most companies. List of Companies that Outsource Call Centers.

Call Center 81

Call Center Company Telecommunications Banking 81

Provide Support

APRIL 26, 2019

Did you know that 64% of people think that customer experience is more important than price in their choice of brand? Though 2019 year will not become the year if AI in customer service, the impact of technology and customer demand on it cannot remain unnoticed. Published in Provide Support Blog , 2019. Read more.

Infographics 63

Infographics Trends Customer Service Competitive Advantage 63

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Published on: December 05, 2018.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

NetBase

JANUARY 15, 2020

What do you get when you cross powerful brand marketing with live television? Thanks to Popeye’s branding win, it’s now something that will be mentioned in marketing materials for years to come. Their marketing has been on fire since August of 2019, when it set off a Chicken Sandwich War. Popeye’s is to blame! Absolutely.

Brands 95

Brands Touchpoint Consumers Marketing 95

NetBase

JULY 27, 2020

Over the past decade companies have been producing products with more variety in an effort to please everyone. But since COVID-19 hit, brands are considering fewer choices for consumers. And we’ll cover some surprising stats, such as: CPG sales are up 17% from 2019. For example, Household CPG sales are up 17% from 2019.

Consumers 59

Consumers Brands Comparison Social Media 59