NetBase

AUGUST 28, 2020

The plant-based market is booming, and consumer intelligence is brands’ ticket to ride. Consumers attracted to the plant-based lifestyle have lots of questions that need answering. And savvy brands up to date on their consumer intelligence stand to reap rewards for their plant-based market innovations.

Consumers 52

Consumers Innovation Marketing Social Media 52

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

Helen Dewdney

APRIL 29, 2019

What company CEOs are on social media? Most CEOs aren’t on social media. But at a time when social media plays such a huge part in many people’s lives this can be very short sighted. — Greg Jackson (@g__j) February 20, 2019. When a consumer contacts a CEO on Twitter.

Social Media 56

Social Media Case Study Consumers Course 56

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. 10 Key CX Technology Trends for 2019.

Trends 88

Trends Customer Experience Social Media Self Service 88

NetBase

JUNE 5, 2020

The time is ripe to innovate the way movies and TV are seen. In this trend analysis, we’ll share consumer and market intelligence around: Top shows shifting to meet consumer desires for varied experiences in entertainment. Brand advertising budgets continuing to shift towards online and social media.

Innovation 73

Innovation Brands Social Media Advertising 73

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. However, this decrease in spending did not affect all retailers equally.

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

ShepHyken

JANUARY 28, 2019

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. My Comment: With the Super Bowl just around the corner, the title of the article by innovation expert Josh Linkner caught my eye. by Athina Mallis.

Social Media 96

Social Media Customer Service Customer Care Insurance 96

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

TechSee

DECEMBER 31, 2019

As 2019 comes to a close, they must better prepare for the new decade and beyond. Salesforce predicts a 136% increase from 2019 to 2020 in the number of organizations using AI-powered chatbots, which will continue to be integrated across communication channels to provide seamless real-time customer service on a larger scale than ever before.

Trends 136

Trends Customer Service Self Service Contact Center 136

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 you need to innovate and keep up with emerging trends. Improve brand perception. There are 2.77

Feedback 195

Feedback Industry Social Media Wait Times 195

ShepHyken

JUNE 24, 2019

Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. This article reminds us that no matter how busy we get, how innovative we become, and how much success we are enjoying, we can’t take our eye off of customer service.

Customer Service 112

Customer Service Poor Customer Service Tips Hotels 112

QuestionPro Audience

NOVEMBER 2, 2018

They vary from climate change to food trends for 2019. 1 — TOP CULINARY AND COCKTAIL TRENDS FOR 2019. 2019 is the year for African, Israeli and Japanese infusion. For the drinkers, Aperol frose looks to be the front runner for summer 2019. All in all, I’m looking forward to eating my way through 2019.

Infographics 85

Infographics Social Media Trends Tools 85

NetBase

DECEMBER 3, 2019

The 2019 Consumer Experience Analytics Report: EMEA has answers! And the verticals include technology; media and entertainment; consumer products; banking and finance; health and pharmaceutical; and, retail. Innovate around new products and services. We ask them about a solid sampling, including: Social media data.

Report 52

Report Analytics Entertainment Survey 52

NetBase

MARCH 3, 2020

Consumer and market intelligence can cut Uber’s operating costs, while increasing profitability, which could allow Uber to do away with EBITDA margins as its profitability measure sooner than projected. Uber posted 2019 FCF of negative $4.9 According to Statista , in 2019, “Uber spent $4.6 A couple of catches actually.

Consumers 56

Consumers Marketing Financial Measurement 56

NetBase

AUGUST 11, 2020

The mutually beneficial partnership brings promotional power to both brands and is an exceptionally savvy move to make at any time, but particularly right now from a consumer and market intelligence standpoint. Gaining consumer love by catering to unmet needs. To put it into perspective, in 2019 total U.S. of the market in 2019.

Social Media 90

Social Media Consumers Trends Industry 90

ClientSuccess

JULY 23, 2019

The following lists the top five innovations in customer service those winning brands are adopting. Customer care agents today are crossed-trained for expertise in all customer engagement mediums including social media, email, chat, phone and text. Consumers are incredibly opposed to wasting time and money in any way.

Self Service 40

Self Service Trends Customer Service Social Media 40

C3Centricity

JULY 3, 2019

We all expect most things that we use or consume to be intuitive these days. What I particularly like about what Nestle has done, is to combine mandatory information on nutritional values, with useful information for the consumer. It has become something that consumers are used to seeing – and reading.

Multi-Channel 198

Multi-Channel Consumers Social Media Connections 198

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. For our 2019 predictions, we are honored to share unique and well-informed perspectives from an elite group of industry thought leaders. “In In with the New” addresses the wide range of disrupters—those capabilities and tools required to stay ahead of consumer demand.

Trends 40

Trends Self Service Customer Experience Social Media 40

Ecrion

SEPTEMBER 17, 2019

If you don’t prioritize better customer communications and service, you might find out the answers to these questions, since nearly 60% of consumers won’t ever do business with a company again after just one negative experience. Of course, some of your customers may not have any social media accounts at all.

Communication 57

Communication Customer Journeys Omni-Channel Social Media 57

NetBase

FEBRUARY 28, 2019

Geography is an important social analytics metric – that’s why we venture near and far in our quest to understand consumer love for brands. Our latest NetBase Brand Passion Report 2019: Top Loved Australian Brands reveals insights about brands in the magical land of “Oz” – but there are takeaways for all brands everywhere.

Report 40

Report Consumers Brands Airlines 40

Qualtrics

FEBRUARY 10, 2020

And we don’t expect it to slow down this year, in fact we expect the pace of innovation to accelerate. ICYMI: here’s a quick recap of the 2019 updates that made it easier than ever to listen, understand, and act on solicited and unsolicited customer feedback. It’s not just social we’ve been investing in this year.

Feedback 58

Feedback Social Media Tools Touchpoint 58

Alida

AUGUST 16, 2016

The social business market, which runs largely on community platforms, is expected to reach $23 billion by 2019. billion by 2019 , representing a compound annual growth rate of 24.3 Technology and social media has given more power and influence to customers. Why online communities are growing.

Social Media 0

Social Media Innovation ROI Feedback 0

transcosmos Information Systems

JANUARY 21, 2019

With new innovations and trends, companies now leverage advanced tools, such as automation, in delivering the best customer support. This proves that consumers place a higher premium on excellent customer service than competitive pricing. Customer service in 2019 means you have to get creative in attending to unusual problems.

Customer Service 48

Customer Service Course Exercises Social Media 48

CSM Magazine

JULY 13, 2022

Consumers deserve a bank that offers competitive rates, innovative financial products, and quality services. Unfortunately, the relationship between banks and consumers varies. As fees increase, interest rates decrease, and customer experiences decline, consumers become hesitant to trust the banks they have come to rely on.

Banking 59

Banking Customer Service Customer Experience Financial 59

NetBase

JUNE 10, 2020

. As communities reopen for business, brands need to be ready to accommodate the reverse culture shock that consumers are feeling. Many may not even know this is what they’re experiencing, so capturing and closely monitoring consumer experience will be crucial. Examining the ins and outs of consumer experience monitoring.

Culture 73

Culture Social Media Consumers Analysis 73

TechSee

NOVEMBER 3, 2020

With 61% of customers today reporting that they would avoid technician visits unless strictly necessary (based on an October 2020 survey ), innovative field service organizations have been turning to remote support alternatives in lieu of face-to-face visits. Pandemic-driven need for safety. Growing focus on reducing customer effort.

Contact Center Workflow 109

Contact Center Workflow Self Service Contact Center Social Media 109

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.

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.

Meeting 40

Meeting Employee Engagement Customer Centricity Social Media 40

NetBase

AUGUST 16, 2019

Our NetBase LIVE conferences in Los Angeles and New York will have you in fighting shape to end 2019 on a high note! Are you ready to enter the new era in social analytics ? Where will you be on October 22 nd and 23 rd 2019 ? The Power of Artificial Intelligence: Social Media Analytics, the 2.0 NetBase LIVE NY.

Social Media 62

Social Media Conference Analytics Multi-Channel 62

Helen Dewdney

SEPTEMBER 4, 2018

As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Helen won the case and shared the experience on her blog which was later shared in national media. But Helen had also asked on social media for people’s comments and gave this feedback too.

Case Study 60

Case Study Consumers Study Social Media 60

Eptica

MAY 6, 2020

On top of this, most traditional banks are having to fend off the threat from challenger and online-only banks which tend to be one step ahead in terms of digital innovation. Despite the restrictions of operating during lockdown, the situation is actually creating opportunities to increase innovation. In 2020, things improved slightly.

Banking 79

Banking Customer Service Social Media Self Service 79

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. 75% of marketing leaders are failing to understand shifting consumer behavior. And guess what?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

BlueOcean

JANUARY 22, 2019

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge.

Consumers 204

Consumers Trends Customer Experience Strategy 204

Answer Dash

DECEMBER 17, 2018

Nikki Baird, vice president of retail innovation at Aptos, said that the majority of investment in AI today by retailers revolves around personalization of product recommendations and the next offer to give. A well-designed bot provides the consumer a quick and easy solution," said Amit Sharma, CEO of Narvar. "If

Retail 67

Retail Strategy Fashion Chatbots 67

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. They face greater competition than ever before and need to innovate to successfully embrace digital technologies. Overcoming this gap is vital.

Customer Centricity 50

Customer Centricity Touchpoint Customer Journeys Innovation 50

NetBase

MAY 20, 2020

Consumers have embraced contactless interactions as the norm in receiving goods and services these days. It’s innovation personified – and perfect for today’s environment. Both companies became official subsidiaries of Intel Corporation in December of 2019. Mergers & Acquisitions in Mobility Space.

Transportation 97

Transportation Innovation Exercises Analysis 97

Avaya

JANUARY 14, 2019

External customers (consumers of products, patients, students, investors, etc.) can wield more influence than any advertising campaign or marketing program, thanks to social media, mobile messaging, and Web-based ratings. Developing and nurturing a sound DCX strategy should be at the top of your priority list for 2019.

Customer Experience 73

Customer Experience Competitive Advantage Social Media Metrics 73