Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Four reasons why email is on the rise Despite the growth of new channels, research from Forrester demonstrates that email is still central to how consumers communicate with brands.

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

NOVEMBER 11, 2019

3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. by Matt Seeley.

Customer Service 89

Customer Service Customer Centricity Retail Leadership 89

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. 79% of consumers that lose trust will leave a brand – with 49% doing it immediately.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

ShepHyken

MAY 6, 2019

4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in. If you want loyal customers, here are some reminders (seven of them) about how to go about it. My Comment: Does your business have an app?

Customer Service 112

Customer Service Loyalty Customer Centricity Customer Service Training 112

Maru Group

FEBRUARY 19, 2020

Ten years ago, the Smart Energy Consumer Collaborative (SECC) was founded to understand the wants/needs of energy consumers in North America and share those learnings with industry stakeholders. The 2020 Symposium gathered members to reflect on the past decade and look to where consumer needs are heading into the next decade.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

Oracle

FEBRUARY 6, 2019

From burger joints to boutiques, savvy retailers are focused on pampering their customers and not simply meeting — but exceeding — their expectations. The drop model, one of the hotter retail trends in 2019, creates a buzz about products even before they are launched. Consumers are used to having TV shows, movies, etc.,

Retail 64

Retail Trends Culture Entertainment 64

Optimove

DECEMBER 26, 2019

.” These quotes – either from general business/finance sources such as Forbes, Kellogg, and Deloitte, or from more niche blogs such as Visual Capitalist, Equities, SmarterCX, and Steven Van Belleghem’s – all paint a very similar and clear picture of The Modern Consumer. the customer)” THE LOVE YOU TECH.

Consumers 52

Consumers CRM Ecommerce Loyalty 52

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. Being customer-centric means meeting customers how and where they want to be met. However, customers don’t quite agree.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

NICE inContact

MAY 8, 2019

And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. What Do Customers Want? Consumers want great experiences. A good experience, according to 65% of customers, carries more weight than great advertising. What Happens When CX Goes Wrong?

Advertising 158

Advertising Customer Centricity Customer Retention Consumers 158

C3Centricity

APRIL 17, 2019

HEART-CENTERED VERSUS CUSTOMER-CENTRIC. You know that I am a champion of customer centricity. I love to support companies that want to put their customers at the heart of their businesses. I love to support companies that want to put their customers at the heart of their businesses. CUSTOMER FIRST EXAMPLES.

Marketing 198

Marketing Technology Customer Centricity Conference 198

C3Centricity

JANUARY 18, 2020

We live in an over-abundant world of consumer choice, but more is rarely better. In this over-abundant world of consumer choice, more is rarely better. consumer #brand #Marketing Click To Tweet. As I have so often mentioned (and sorry if I am boring you with this) it all comes back to knowing and understanding the customer.

Brands 218

Brands Retail Consumers Innovation 218

Peter Lavers

NOVEMBER 28, 2019

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report. 68% of consumers experience a long wait time to reach an agent while 64% say they experience difficulty when trying to navigate a company’s website. 86% of consumers will tell others about a bad service experience.

Groups 52

Groups Report Wait Times Consumers 52

C3Centricity

DECEMBER 1, 2020

According to Korn Ferry’s 2019 CMO Pulse survey, “As the champion of the customer, it is not surprising that CMOs cited customer centricity as their top strategic priority. I love these statements, as they clearly apply to their employees as much as they do to their customers, clients, consumers.

Marketing 177

Marketing Customer Centricity Industry Data 177

Comm100

JANUARY 7, 2020

Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. We’re in an age where consumers have a lot of power.

Data 133

Data Chatbots Wait Times Effort Score 133

Oracle

OCTOBER 4, 2019

CXFS 2019 brought together senior leaders and industry experts to discuss the latest trends in financial services customer service. Retail has raised the bar for financial services customers. CXFS highlighted important CX trends reshaping the way financial services organizations of all kinds approach the customer journey.

Banking 40

Banking Financial Retail Customer Journeys 40

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 Design a customer-centric culture. Has it been deliberately designed to be customer-centric? It’s interesting to take a look at this metric over time.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

ShepHyken

JANUARY 21, 2019

As Trust Among Consumers Wavers, Authenticity is Critical by Michael Fertik. Forbes) Facebook might be under fire for questionable data management practices, but that doesn’t mean businesses should shy away from social media as a means of connecting with customers. Follow on Twitter: @Hyken.

Customer Service 68

Customer Service eBook Case Study Social Media 68

ShepHyken

DECEMBER 31, 2018

19 Customer Experience resolutions for 2019 by Customer Guru. Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. As we move ahead, customer experience will be the only differentiator between brands. by Puneet Mehta.

Customer Service 95

Customer Service Touchpoint Customer Centricity Customer Service Training 95

Maru Group

OCTOBER 10, 2019

A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Customer satisfaction vs. customer centricity.

Meeting 40

Meeting Employee Engagement Customer Centricity Case Study 40

Maru Group

OCTOBER 10, 2019

A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Customer satisfaction vs. customer centricity.

Meeting 40

Meeting Employee Engagement Customer Centricity Social Media 40

Calabrio

FEBRUARY 11, 2020

Our focus on our customers makes them love our technology, and it shows—that’s why Calabrio was named the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management. Paul Business Journal in 2019 ranked Calabrio as one of top two SaaS companies based upon the number of developers we employ.

Insurance 130

Insurance Innovation Contact Center Analytics 130

inmoment

NOVEMBER 19, 2019

To help you sort through the massive amounts of market information, we’ve gathered some of the best CX insights from 2019 that you might have missed so you can better prepare for 2020. . It’s what your customers want. . Did you know that 70% of your customers want direct feedback? Insight #1: Optimize the feedback experience.

Employee Experience 40

Employee Experience Feedback Chatbots Customer Centricity 40

CSM Magazine

JUNE 24, 2021

Synergy and Customer Service Action are delighted to announce a new multi-year deal that will help shape the future of customer service. Together they aim to help businesses and brands improve their customer service and call centre by adopting a more customer centric approach.

Customer Service 52

Customer Service Automotive Competitive Advantage Customer Centricity 52

Comm100

AUGUST 31, 2021

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. What can you do to reduce wait time? Audio and Video Chat. What can you do to improve mobile chat?

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

ClientSuccess

JULY 23, 2019

When customers have a good live chat experience, they are left feeling equally good about an organization, and the support they’ve received. Consumers are incredibly opposed to wasting time and money in any way. Customer Service Via Social Media. More Self-Service Offerings. Social media has become a modern cultural mainstay.

Self Service 40

Self Service Trends Customer Service Social Media 40

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. However, while businesses know they need to be customer-centric, achieving it consistently is not always easy.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . Customers expect constant innovation.

Customer Experience 97

Customer Experience Self Service Advertising Customer Expectations 97

Beyond Philosophy

JANUARY 20, 2022

The truth is COVID isn’t the only reason that customer satisfaction scores are declining—and you must fix what you can for your organization before it’s too late. The latest ACSI report says that from 2010 to 2019, 70 percent of companies tracked by ACSI either declined or had flat results.

Self Service 78

Self Service Customer Experience Effort Score CRM 78

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. No worries!

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Eptica

FEBRUARY 5, 2020

Experience Providing a consistently high-quality experience to customers, across every interaction they have with a brand, through every channel is vita l. This is very much the frontline of the relationship between a consumer and a brand. You might also be interested in these posts: 2019 in focus: our top 10 blog posts from the year.

Customer Satisfaction 72

Customer Satisfaction Social Media Loyalty Consumers 72

CloudCherry

JANUARY 22, 2020

A “state of the art” VoC program is one that requires your organization to achieve full integration across all your data types and to develop a customer-centric culture that uses VoC insights to make sophisticated business value calculations. 2019) “How to Transition Your Voice-Of-The-Customer Vendor. Works Cited.

How To 243

How To Social Media Analysis Feedback 243

Alliance by IFS

JUNE 14, 2019

Customers and staff are arguably the two most important assets of any business. Your customers oil the wheels of revenue and profit. The Aberdeen State of Service 2019 Report names customer retention as one of the most important factors defining best-in-class field service organizations (FSOs). Your staff makes them turn.

Customer Experience 91

Customer Experience Management Customer Retention Social Media 91

C3Centricity

NOVEMBER 4, 2020

This is why UX design is vital to satisfying our customers’ demands and needs. Recent reports have shown that: 62% of consumers shop online more now than before the pandemic ( Bazaarvoice ). 36% of consumers shop online weekly since covid, up from 28% pre-pandemic. CEX #CRM #Customer Click To Tweet.

Chatbots 177

Chatbots Self Service Customer Satisfaction CRM 177

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. When I started out in 2019, not many knew what a Customer Success Manager (CSM) was. What’s changed: How widespread CS has become.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Gainsight

MARCH 7, 2019

Back in February, I attended SaaStr 2019 in San Jose. Gainsight and Gainsight PX booth at SaaStr 2019. 2019 marks an important moment in time not just for product leaders, but for entire companies. The race to become more customer-centric is on. Slide from Leela Srinivasan’s session at SaaStr 2019.

Customer Centricity 49

Customer Centricity Feedback Social Media Roadmap 49

Alliance by IFS

OCTOBER 1, 2019

“The Humanity of Service” – Astea International APAC’s Roundtable at Field Service Sit-Down 2019. Steve Scott and Ben Hartman will jointly keynote the roundtable discussions on why employee satisfaction and customer experience are key factors for a seamless service execution. Helping Customers Help Themselves.

Self Service 81

Self Service Conference Video Social Media 81