Oracle

FEBRUARY 5, 2019

More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). What CX Leaders LOVE in 2019. My wish for 2019 is to have leaders put their skin in the game.

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

Oracle

OCTOBER 8, 2019

If you’re interested in the future of digital commerce, the Gartner 2019 Magic Quadrant for Digital Commerce covers some important trends shaping the market, as well as evaluates 13 vendors including Oracle. For digital commerce brands, focusing on the customer experience is essential – but that’s just the beginning.

Report 40

Report Trends Customer Retention Customer Satisfaction 40

Alliance by IFS

JULY 9, 2019

“The customer comes first.” “The The customer is always right.” These often heard slogans nod to the importance of customer satisfaction. But the field service industry hasn’t always been customer-centered. State of Service 2019 Video #1: Field Service Evolution Focused on Customer Satisfaction.

Customer Satisfaction 86

Customer Satisfaction Analytics Report Software 86

Kayako

APRIL 1, 2022

Good customer service is the number one quality customers seek from eCommerce companies. A PwC study found that 73% of consumers say customer service experiences are more important in purchasing decisions than price or product features. Find out what trends will impact eCommerce customer satisfaction in 2022.

Ecommerce 225

Ecommerce Customer Satisfaction Trends Omni-Channel 225

Eptica

JUNE 5, 2019

Date: Wednesday, June 5, 2019 Author: Steve Nattress - International Solutions Director Why Knowledge is power. Published on: June 05, 2019. Author: Steve Nattress - International Solutions Director Brands understand that today’s consumers demand more from the customer experience and customer service than in the past.

Knowledge Base 66

Knowledge Base Self Service e-support Consumers 66

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. The results provide eye-opening insights into how Visual Assistance enhances customer service KPIs across numerous industries.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Magellan Solutions

SEPTEMBER 9, 2020

With this, we looked into different resources to find out how live chat is accepted from the perspective of both businesses and consumers. On a global scale, 97% of consumers said that good customer service is important in choosing a brand to trust. 91% of customers globally want real-time assistance.

Trends 52

Trends B2C e-support Customer Satisfaction 52

Hello Customer

AUGUST 24, 2020

They have been using Hello Customer since the beginning of 2019 to gain deeper insights into customer expectations, with great success. Here are 3 ways in which Hello Customer helps them achieve their CX goals: 1. Asking the right questions across the customer journey.

Marketing 81

Marketing Touchpoint Government CRM 81

Eptica

OCTOBER 23, 2019

Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. Published on: October 23, 2019. The benefits are tangible – brands that transform customer experience see greater revenues, lower costs and more committed and productive employees.

Customer Centricity 50

Customer Centricity Touchpoint Customer Journeys Innovation 50

Oracle

OCTOBER 3, 2019

In Gartner’s “The 5 Digital Transformation Identities of Financial Services” report, researchers note that “One-third of financial services CIOs identified digital as their top business priority 2019, up by more than 8% from last year.” Reducing errors to improve customer retention.

Financial 56

Financial Banking Multi-Channel Travel 56

Alliance by IFS

OCTOBER 30, 2019

With field service IoT , FSOs can simplify asset maintenance, improve equipment uptime and ultimately elevate customer satisfaction. Astea has been designated a niche player in the Gartner Field Service Magic Quadrant for the depth of its functionality and customer retention. © 2019 Astea International Inc.

Software 70

Software Wireless Competitive Advantage Customer Satisfaction 70

SurveySensum

JULY 25, 2019

Isn’t frustrating for you as a consumer? Do you know every bad experience is the lost revenue for your business of that specific customer? It’s 2019, CX is trending and becoming more important now than ever. Do you know customers often switch to the competitor’s brand without notifying a negative experience?

Feedback 74

Feedback Tips Net Promoter Score CEM 74

Hello Customer

AUGUST 24, 2020

They have been using Hello Customer since the beginning of 2019 to gain deeper insights into customer expectations, with great success. Here are 3 ways in which Hello Customer helps them achieve their CX goals: 1. Asking the right questions across the customer journey.

Marketing 52

Marketing Touchpoint Government CRM 52

Magellan Solutions

MAY 27, 2021

In fact, according to Microsoft’s State of Global Customer Service Report , 58% of customers say that customer service affects their choice of a brand. Whereas, in the same report, 61% of consumers say that they have stopped transacting with a business after a poor service experience. Customer Retention.

Call Center 52

Call Center Net Promoter Score Study Omni-Channel 52

ProProfs Chat

MAY 6, 2020

36% of organizations aim to improve agent, desktop, and CRM experiences in 2019. To create an awesome experience for their customers, 36% of companies are investing in their services and actively working towards improving operator performance. This way, your reputation helps you build experience for your customers.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Magellan Solutions

JUNE 15, 2021

With this knowledge and expertise in your company, customer service employees will become brand ambassadors for your company. . Hence, they can provide a better service quality for your consumers. It is important as consumers are willing to spend 17% more if the company has an excellent service.

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Magellan Solutions

MAY 3, 2022

The patterns and needs of customers dictate the direction of the market. As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. The focus will be on analytical areas including consumer credit and portfolio analysis.

Call Center 81

Call Center Company Telecommunications Banking 81

Think Customers

NOVEMBER 4, 2019

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new transportation options proliferate and other factors cause more and more consumers to question the value of privately owned cars. million units in 2019, a 2.5 Consider the female consumer.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Magellan Solutions

MAY 6, 2020

The patterns and needs of customers dictate the direction of the market. As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. The focus will be on analytical areas including consumer credit and portfolio analysis.

Call Center 52

Call Center Company Telecommunications Banking 52

ProProfs Chat

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Worldwide, 67% of people believe that customer service as a whole is improving.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Comm100

MARCH 30, 2021

Companies across industries slashed their budgets to accommodate the economic downturn, all while scrambling to meet new health guidelines and escalating customer demands. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more. Oh, and it’s free! ).

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Beyond Philosophy

NOVEMBER 9, 2023

So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side. What is worse is that since then, American customer satisfaction declined more.

Customer Satisfaction 78

Customer Satisfaction Customer Retention Course Sales 78

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This! David Avrin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 131

Net Promoter Score Omni-Channel Company NPS 131

Gainsight

OCTOBER 7, 2019

We’re energized by these numbers because it shows customers are getting value from our platform, and more importantly, customer success. Our CSMs do a terrific job communicating with and engaging our customers. However, it will only get harder to maintain the same level of commitment and customer satisfaction as we grow.

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This! David Avrin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Help Scout

JUNE 22, 2021

It’s easier to make a sale when your customers feel supported, and word-of-mouth marketing after an extraordinary experience is one of the best pitches on the market. For 86%, good customer service turns one-time clients into long-term brand champions. A good customer service experience heavily impacts recommendations.

Customer Service 128

Customer Service Social Media Self Service Knowledge Base 128

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

Comm100

MARCH 1, 2018

Deloitte’s 2017 Global Contact Center Survey identified that contacts by phone are expected to fall from 64% in 2017 to 47% in 2019. In fact, the eDigital Customer Service Benchmark report pointed out that website visitors enjoy live chat more than other customer service channel. Increase Convenience for Your Customers.

Contact Center 107

Contact Center e-support Self Service Knowledge Base 107

GlowTouch

APRIL 2, 2021

The pandemic changed consumer behavior, perhaps irrevocably. The pandemic forced businesses to make strategic and tactical changes in operating and tending to consumer needs. The exact methods vary across industries and customer segments. Promoting the Customer Experience. E-Commerce Re-imagined. Tonya Morgan.

e-support 52

e-support Contact Center Return on Investment Consumers 52

Circular Edge

MAY 9, 2022

Once a customer receives a product, processes such as returns or recycling require reverse logistics. Reverse logistics start at the end consumer, moving backward through the supply chain to the distributor or from the distributor to the manufacturer. From there, the goods go to retailers and customers. Process the Return.

Strategy 52

Strategy Transportation Policies Ecommerce 52

SurveySparrow

SEPTEMBER 21, 2020

But, if the product doesn’t match your consumer preferences, everything goes to waste. How can you figure out what your customers or audiences are thinking? And we, at SurveySparrow, believe that online surveys can help your brand grow and develop in-depth customer relationships. Customer Satisfaction Surveys.

ROI 45

ROI Survey Return on Investment Social Media 45

Chattermill

JUNE 25, 2019

Common Customer Experience Mistakes. on 26 Jun 2019. customer experience. A great customer experience has a positive impact on revenues. If you look after customers they will look after you. Avoid these customer experience mistakes and find out how to avoid them. Customer Experience Error Page.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Answer Dash

JULY 30, 2019

They are now totally part of the customers’ lifecycle. Customers trust online reviews as much as personal recommendations 85% of consumers trust online reviews just as much as personal recommendations. According to this infographic, the cost of bad customer service is worth $62 billion annually. Image credit: BrightLocal.

Infographics 70

Infographics Sales Customer Service Self Service 70