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

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

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. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Self Service 75

Self Service Customer Service Social Media NPS 75

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Not only that, but we’re a first-time Visionary in the 2019 Magic Quadrant for Contact Center as a Service, Western Europe—recognized with the furthest position in the Completeness of Vision dimension.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

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 100

Omni-Channel Retail Consumers Trends 100

ReviewTrackers

MAY 5, 2020

Restaurant reputation management can mean the difference between a packed house or a slow Friday night with empty tables and no one on the waitlist. Research shows that 35 percent of all search traffic is local , and those consumers are looking at a business’s digital reputation and reviews before they decide to visit.

Social Media 110

Social Media Management Consumers ROI 110

NetBase

DECEMBER 7, 2018

At last month’s Social Media Week London event, marketing agility was the topic of a panel moderated by NetBase VP EMEA, Michael (MJ) Paradiso. Thomas Curwen , Global Analytics Manager, Huawei. Charlie Marples , Social Media Insights Manager, Lloyds Banking Group. Silos and Reporting Backwards Are Out. .

Social Media 56

Social Media Banking Groups Analytics 56

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. MWC Barcelona 2019 Self-Service Sessions not to be missed. Powering next-gen payments with advanced fraud and risk management, behavioral biometrics and digital tokens. The vital importance of device management. In a nutshell.

Self Service 95

Self Service Innovation Telecommunications Consumers 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

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. The highest ever number of consumers (13.9%) said they’d faced customer service problems. This means customer satisfaction is at its lowest level since July 2016.

Conference 76

Conference Self Service Fashion Ecommerce 76

ReviewTrackers

APRIL 15, 2019

Restaurant reputation management can mean the difference between a packed house or a slow Friday night with empty tables and no one on the waitlist. Research shows that 35 percent of all search traffic is local , and those consumers are looking at a business’s digital reputation and reviews before they decide to visit.

Management 90

Management Social Media Consumers ROI 90

Kustomer

OCTOBER 2, 2020

In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important. It’s not just about delivering on consumer expectations ?— it’s about exceeding their anticipated desires to drive loyalty.

Consumers 80

Consumers How To Retail e-support 80

GetFeedback

DECEMBER 16, 2019

That’s why seven out of ten consumers in the U.S. When it comes to training your staff on best practices, be sure to have a project management system to ensure everyone stays up to speed. For internal project management , I like to use a tool like Monday to manage my team and assign out training and various tasks. .

Feedback 195

Feedback Industry Social Media Wait Times 195

ShepHyken

SEPTEMBER 23, 2019

My Comment: Chris Elliot is a consumer advocate. At first, I thought this article was written for consumers. billion in 2019 — a 44% increase over 2018. Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. Follow on Twitter: @Hyken.

Customer Journeys 99

Customer Journeys Customer Service B2B Social Media 99

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. Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

Comm100

AUGUST 5, 2020

For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. Angry customers can even turn to social media to flame brands, harming the company’s image and impacting your bottom line. In a 2019 study conducted by Vonage, only 15% of respondents felt that IVR was conducive to positive CX.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Comm100

JUNE 15, 2022

By doing so, chatbots can resolve the most frequently asked questions that are simple yet repetitive and time-consuming – and do all this without any agent intervention. I think anyone who has a social media account can build a Comm100 Chatbot.” – Lachlan Todd, Communications & Systems Coordinator at Thompson Rivers University.

Chatbots 206

Chatbots Industry Customer Service Wait Times 206

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. But we want to call out the impact of social media in the hands of customers whose expectations haven’t been met.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

NetBase

JULY 22, 2020

Here, we’ll take a look at some of the some of the changes taking place in the market and what luxury brands are doing different to meet the needs of consumers right now. What luxury consumers really want from brands. Finishing 2019 with a brand value of $47.2 What Luxury Consumers Want – What They Really, Really Want.

Consumers 59

Consumers Meeting Brands Ecommerce 59

NetBase

MAY 30, 2019

When offering a top-notch experience is your product, you’ve got your work cut out for you in today’s consumer-empowered climate. Here are some highlights from the NetBase report 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics. Such is the lot of hospitality and restaurant brands. Want an edge?

Hospitality 56

Hospitality Analytics Report Consumers 56

Alliance by IFS

JUNE 14, 2019

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). Field service management (FSM) solutions can help you achieve a competitive edge in winning and keeping today’s more selective consumers by: collecting actionable data.

Customer Experience 91

Customer Experience Management Customer Retention Social Media 91

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. There were also notably large gaps in the responses regarding email, text, and social media. phone, chat, IVR). The post Do Your Service Channels Turn Your Customers into Net Promoters?

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

Qualtrics

APRIL 16, 2019

With 97% of people looking at local reviews before visiting an establishment and 93% of consumers saying online reviews impact their purchasing decisions , it’s essential to manage your online reputation. In this post, we’ll give you strategies for managing your online reputation this year, so you can gain new customers.

Strategy 34

Strategy Management Social Media Healthcare 34

BirdEye

OCTOBER 25, 2021

million users in 2019. Instagram payments allow consumers a convenient and fast way to pay, adding another layer of providing a great customer experience. 76% of consumers have purchased a product they saw in a brand’s social media post. In 2023, the photo-sharing site is projected to reach 127.2

Social Media 93

Social Media Sales Video Meeting 93

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

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. We ask them about a solid sampling, including: Social media data. Who did we survey exactly?

Report 52

Report Analytics Entertainment Survey 52

BlueOcean

SEPTEMBER 23, 2021

The number of daily orders, the size of orders, and their customer base all increased exponentially, as did the calls, emails, social media mentions, and live chat sessions with questions and concerns about their service. For example, in consumer retail, you’ll have a solid understanding of the percent of orders that require a contact.

Travel 156

Travel Trends Customer Care Retail 156

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. The key going into 2021 is to take a lesson from effective project management – provide one point of contact for your clients. Social Media. Going into 2021, consumers want to simplify their lives.

Social Media 110

Social Media Chief Customer Officer Call Center Video 110

Comm100

JANUARY 7, 2020

Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. – Brian Cantor, Principal Analyst & CCW Digital Director, Customer Management Practice. We’re in an age where consumers have a lot of power. Omnichannel is required. Are you ready?

Data 134

Data Chatbots Wait Times Effort Score 134

Qualtrics

FEBRUARY 10, 2020

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. Online reputation management. Now you can hear what people are saying about your company on social media and third-party websites like review sites.

Feedback 58

Feedback Social Media Tools Touchpoint 58

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. A 2019 Edelman Brand Trust Survey found that 60% of consumers trust the opinion of influencers about products and services. Is it working? Google analytics Not Sufficient.

Trends 111

Trends Marketing Social Media Advertising 111

Qualtrics

FEBRUARY 11, 2019

In 2018, health care providers invested in a number of digital services such as online bill pay, social media presence, and a 24/7 nurse hotlines. Looking into 2019, we expect technology to continue to transform healthcare, but practitioners will be demanding the use of real-time data to make informed decisions and take action.

Trends 52

Trends Healthcare Hospitality Transportation 52

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

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. And compared to consumers, businesses are significantly more likely to prefer interacting with their customers via video chat, social media, virtual assistant/chatbot, and/or home electronic virtual assistants.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

Ecrion

OCTOBER 22, 2019

After all, while about 38% of consumers love to share their good experiences with a company, 45% of them are more likely to tell others about bad experiences with a brand. For example, a customer arrives on your website after clicking a shoppable post on social media. It’s also about protecting your reputation.

Customer Journeys 49

Customer Journeys Customer Experience How To Omni-Channel 49