NetBase

AUGUST 1, 2019

Is your brand doing everything it should be to capture the EMEA market? Our 2019 EMEA Social Media Market Survey Report answers that question, and more. It presents findings from a comprehensive survey of 588 senior EMEA marketers, sharing what they’re doing to get and stay ahead of competitors, and how you can do the same.

Social Media 53

Social Media Report Survey Marketing 53

NetBase

JULY 3, 2020

The 4th of July is typically cause for celebration, but current events make that challenging for brands. Should brands leave it alone or attempt to make a go of it? How many brands (and consumers) are making the most of The Fourth. How many brands (and consumers) are making the most of The Fourth.

Brands 95

Brands Marketing Travel Advertising 95

Oracle

MARCH 4, 2019

With every new smartphone release and operating system update comes room for improvement with how consumers experience your brand. Here are 4 tips for improving the digital customer experience in 2019. Consumers spend their time shopping in store, on their phone, and through other digital methods, such a tablet or laptop.

Tips 110

Tips Strategy Customer Experience Knowledge Base 110

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

ShepHyken

JUNE 3, 2019

7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted. Delighted) In this post, we’ll break down the 7 types of survey questions and answer scales, and the pros and cons of each. My Comment: This list focuses on different types of survey questions. Customers are getting survey fatigue.

Customer Service 116

Customer Service Social Media Survey Customer Confidence 116

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. Survey: Customer experience trends 2019 by Lynne Capozzi. Here are my top five picks from last week. ” Key findings from the report.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

UJET

FEBRUARY 11, 2020

Today’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends. The survey reveals many interesting data points including consumers’ high desire to text with a live agent in real-time. Whether it’s through voice, text, or sharing photos and videos, the experience is identical.

Brands 72

Brands e-support Transportation Video 72

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. Survey says: You’d never guess this one. Their marketing has been on fire since August of 2019, when it set off a Chicken Sandwich War.

Brands 95

Brands Touchpoint Consumers Marketing 95

Eptica

MAY 15, 2019

Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Published on: May 15, 2019. Author: Pauline Ashenden - Marketing Manager If you don’t build consumer trust in your brand, you risk undermining customer loyalty and damaging sales revenue.

Consumers 66

Consumers Automotive Insurance Self Service 66

delighted

JUNE 3, 2021

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. Omnichannel retail not only implies a brand’s presence in multiple channels (e.g.

Omni-Channel 100

Omni-Channel Retail Consumers Trends 100

Joe Rawlinson

DECEMBER 18, 2018

In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment. You need to step out of your ‘comfort zone’ as an ecommerce brand and become a source of valuable and helpful content, not only product catalogs. Make your emails better but fewer.

Ecommerce 92

Ecommerce Tips Marketing Omni-Channel 92

NetBase

DECEMBER 3, 2019

Customer experience (CX) stories are everything – and social analytics gives brands access to all of it. Why, then, are brands failing to make the most of this insight? And what can brands do to change this dynamic? The 2019 Consumer Experience Analytics Report: EMEA has answers! Who did we survey exactly?

Report 52

Report Analytics Entertainment Survey 52

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Hallmark Business Connections

MARCH 9, 2021

If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person. After all, the pandemic has impacted consumers’ spending habits in profound ways. pre-pandemic. Have you found it yet?

Marketing 97

Marketing Brands Tips Financial 97

Lumoa

APRIL 4, 2023

It’s no surprise, then, that the ERP software market grew by nearly 10% in 2019 as more people realized how helpful this type of tool can be. You know which styles, colors, and brands that person likes, and you know how much they’re going to be able to spend on the watch.

Analysis 208

Analysis Customer Retention Customer Journeys Customers 208

NetBase

JULY 13, 2020

Smart brands are prepping for every eventuality in a pivotal back to school year. From decreasing lead times for marketing, to creating alternate advertisements for all circumstances, brands are actively dancing to consumers’ beat. Super Brands Set to Entice – brands that are meeting consumer needs outside of offering 50% off.

Brands 84

Brands Ecommerce Analysis Retail 84

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

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Email is used by all, especially the young According to Forrester more consumers aged 12-17 use email than Facebook or Snapchat. 82% of this group are on email, up from 69% in 2014.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. Published on: August 29, 2019. Organized in the UK by the Institute of Customer Service , the 2019 program is built around five key themes. Eptica’s own research highlights the importance of trust.

Self Service 67

Self Service Brands Customer Service Consumers 67

NetBase

NOVEMBER 14, 2018

For brands, it’s also a new quarter, and a time to gear up for new goals and campaigns coming in the days, weeks, and months ahead. Here’s a social analytics checklist to get you ready for a bold, successful 2019. Social sentiment surrounding your brand, and what’s driving it. This is a great habit to establish for 2019.

Analytics 72

Analytics Social Media Net Promoter Score Analysis 72

Oracle

MARCH 18, 2021

Hotels worldwide were operating at 29% compared to 2019’s occupancy rates of 72%. In 2019 (try to remember), according to the World Tourism Organization , the urge to explore our planet internationally drove 1.4 Travel loyalty programs matter to consumers, and so do their responses to the pandemic.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. In the latest measurement, in Q1 2019, the ACSI was 76.5 Preferences for how they interact with your brand today will certainly shift in the future. The Voice of the Customer (VoC) has changed and includes more than just surveys.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Eptica

SEPTEMBER 4, 2019

Date: Wednesday, September 4, 2019 Author: Pauline Ashenden - Marketing Manager How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience. Published on: September 04, 2019. You might also be interested in these posts: Why customer service is key to building brand trust.

Net Promoter Score 62

Net Promoter Score Consumers Effort Score Customer Experience 62

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

Maru Group

DECEMBER 17, 2020

Maru/Matchbox’s MoneyScreen interactive payments innovation platform evaluates consumer perceptions of payment concepts, both traditional and groundbreaking, that may or may not be in-market yet. We feel it is imperative to look beyond what consumers are saying, and dig more into how they feel and behave. Composite Payment Ratio.

Trends 52

Trends Consumers Banking Government 52

Maru Group

DECEMBER 17, 2020

By Sharan Duggal, Vice President Research, Financial Services | December 17, 2020 Maru’s MoneyScreen interactive payments innovation platform evaluates consumer perceptions of payment concepts, both traditional and groundbreaking, that may or may not be in-market yet.

Trends 52

Trends Consumers Banking Government 52

GetFeedback

DECEMBER 16, 2019

That’s why seven out of ten consumers in the U.S. According to Salesforce, 59% of consumers expect businesses to adapt to their changing expectations, or they will start feeling like you’re neglecting them. So, with these trends in mind, use a writing tool to create customer surveys that are easy to follow and quick to respond.

Feedback 195

Feedback Industry Social Media Wait Times 195

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

Comm100

JANUARY 11, 2023

In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Personalization through automation. An immediate response.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

BlueOcean

MARCH 3, 2020

The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Their success story is focused on the challenges of launching a new consumer line of products designed at increasing brand awareness and gaining market share. Our consumer cybersecurity team members are true A-players at Blue Ocean.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

Oracle

DECEMBER 20, 2019

To provide the best holiday shopping experience, smart sales, marketing, and CX teams pay attention to what drives their shoppers, specifically understanding what motivates consumers of various ages to purchase. Here’s the 2019 research that predicts everything from where each generation plans on shopping to what they expect to buy.

Consumers 52

Consumers Groups Report Sales 52

NetBase

MARCH 13, 2019

Leveraging social media means being where your audience is – and for almost every brand or business in 2019, that means Instagram. It’s clear that Instagram’s user base is diverse in every way – offering global brands, in particular, an amazing platform for consumer connection. But that’s not all…. Instagram Converts!

Video 70

Video Sports Social Media Analytics 70

Thematic

AUGUST 7, 2019

Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! Given the results from your last NPS survey, you will need two sets of metrics… Average annual spend and average number of referrals per NPS category. If they don’t, there may be an issue with the survey. Surveys are a commodity.

ROI 123

ROI NPS Metrics Financial 123

SurveySparrow

SEPTEMBER 9, 2019

Quiz makers let you cut through all the noise and create meaningful interactions with your consumers. Now that you have realized that there are many untapped possibilities for you to build strong customer relationships, start looking for the ideal quiz maker for your brand. Price: The pricing plans start at $19 per month.

Survey 74

Survey Analysis Report Data 74

Chadwick Martin Bailey

MARCH 12, 2019

Netquest bought Wakoopa) to increase their offerings and give clients a clearer picture of what their consumers are doing. For example, DISQO (formerly Active Measure) has an unprecedented panel of about 150,000 desktops that provide real insight into consumers’ digital behaviors. Suppliers have begun consolidating (e.g.,

ROI 56

ROI Consumers Financial Analytics 56

C Space

JUNE 23, 2020

The Brand Move Roundup – June 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Seventeen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Airlines Policies Retail 52

NetBase

JANUARY 1, 2019

It’s 2019 and time for another fast-paced year where brands are made and broken at the speed of social. Though periodic reports are useful for spotting patterns and tracking overall trajectory, live insights are critical to brand survival. This is how agencies like Spong use real-time dashboards for brands like Thermos.

Social Media 62

Social Media Tips Banking Sports 62