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? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

CloudCherry

JANUARY 22, 2020

Not Monitoring Changes in Customer Perception. Unproven ROI. Nonetheless, when a vendor’s technology doesn’t live up to expectations, or when your company has clearly selected the wrong vendor, transitioning to a new VoC may be your best or only option. 2019) “How to Transition Your Voice-Of-The-Customer Vendor.

How To 243

How To Social Media Analysis Feedback 243

GetFeedback

AUGUST 14, 2019

In the latest measurement, in Q1 2019, the ACSI was 76.5 No explanation is provided by ACSI, but you can take a look at the years and make some guesses based on the key drivers, which are expectations, perceived quality, and perceived value. Review and refresh your Voice of the Customer (VoC) program. Map the customer journey.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Hero Digital

DECEMBER 27, 2018

Today, the customer journey spans across digital channels (websites, mobile apps, smart TVs) and physical ones (in-store shopping, face-to-face financial planning meetings, doctor-patient appointments). For brands to thrive in this environment, they must approach customer experience holistically and bridge any gaps between outlets.

Omni-Channel 40

Omni-Channel e-support Return on Investment Touchpoint 40

Lithium

SEPTEMBER 12, 2019

Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers. Note that proving ROI will look different for every brand as they each have unique goals for social media. Faster average time to acquire customers.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Lithium

SEPTEMBER 12, 2019

Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers. Note that proving ROI will look different for every brand as they each have unique goals for social media. Faster average time to acquire customers.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. In this first post on VoC , Eptica CEO Olivier Njamfa explains how you can ensure your program delivers the ROI that all businesses need.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Talkdesk

JANUARY 2, 2019

As 2018 comes to a close and we prepare for a new year, three main themes will dominate the reader’s list for 2019: becoming a customer experience hero, improving both customer AND agent experience and improving operational efficiency. With that context, here are five suggested resolutions for contact center leaders in 2019.

Contact Center 67

Contact Center ROI System Innovation 67

CX Journey

JANUARY 2, 2019

And, most importantly, what does it mean for 2019? This is an ongoing conversation: What does customer experience transformation success look like? How do we show ROI? First, it's important to recognize that there are three different audiences of this transformation: employees, customers, and the business. Williams.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

C3Centricity

SEPTEMBER 16, 2019

. (>> Tweet this <<) As we all know, it costs five times more to acquire a new customer, as it does to keep a current one. Adding value to a company also increases the ROI of its marketing investments. Luckily, what’s good for the customer is good for business. UK Customer Satisfaction Index 2019.

Customer Centricity 136

Customer Centricity Measurement How To Customer Satisfaction 136

Confirmit

JANUARY 21, 2020

Based on primary research and in-depth conversations with CX Leaders, including Confirmit’s Claire Sporton, the report presents insight on the elements that are shaping customer expectations for 2020 and presents eight predictions on how the customer experience arena will mature over the next 12 months. So, what to do?

Report 52

Report Customer Experience ROI Employee Engagement 52

GetFeedback

JANUARY 12, 2020

airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. Read articles including one that discussed “ the best bike pumps in 2019. ” . That’s the key to real differentiation and ROI, the goal of senior leaders. .

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. Put these together and it is vital that VoC programs deliver real ROI if they are to continue to win investment and drive improvements.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. If I say “Voice of the Customer” do you automatically think survey? Surveys are only the foundational tool . Let’s play a word association game.

B2B 150

B2B Company Effort Score Multi-Channel 150

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. Customer data: maximize ROI. Partners: optimize the mix to appeal to a broader array of customers. Maximize ROI from Customer Data.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. Messaging Surpasses Voice.

Trends 78

Trends Self Service Contact Center Chatbots 78

Eptica

JULY 2, 2019

Date: Wednesday, July 3, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Delivering best practice in Voice of the Customer programs. Published on: July 03, 2019. This highlights the seven areas that brands should look at if they want to gain real ROI from VoC : 1. Share this page on: Tweet.

Net Promoter Score 62

Net Promoter Score ROI NPS Return on Investment 62

Grade.us

JANUARY 10, 2019

If you've read my previous post on review management ROI , you know the value of aggregate reviews in the search results. Here's how you provide exceptional customer service. Customers expect your support teams to have in-depth knowledge of the product or service you're offering. Set Quarterly Goals.

Management 42

Management Guidelines Industry Effort Score 42

Kustomer

NOVEMBER 4, 2020

Businesses in various sectors have already employed chatbots to better deliver on customer needs and improve the speed at which business can help consumers. billion in 2019 to $9.4 We’ll see businesses using chatbots to cut operational costs and streamline customer service processes. billion by 2024. Data, Data, and More Data.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Eptica

JUNE 19, 2019

Date: Wednesday, June 19, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 5 ways training can transform your customer service. Published on: June 19, 2019. You might also be interested in these posts: 11 Tips to Ensure You Achieve ROI from Your VoC Program. 5 key findings around customer trust in retail.

Training 76

Training Customer Service Self Service Knowledge Base 76

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. . The growing expectations are inclusive of: 24*7 support. Live Chat Customer Service Statistics. Quick response.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

TechSee

DECEMBER 28, 2020

Likewise, agents were empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers. Triage sessions between agents, technicians, and customers became the norm. To ensure customer expectations are met, technicians with expert technical skills are no longer enough.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. Centering customer experience around the customer and their journey is the only way to retain customers, which is obviously good business.”

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Eptica

NOVEMBER 7, 2018

Customer expectations are always rising, meaning that your CX has to improve continuously if you want to keep pace and position yourself as a leader. Through its AI, vecko enables brands to automatically turn real-time information into actionable customer intelligence. The importance of trust to customer experience in 2019.

Customer Insights 66

Customer Insights Social Media ROI Customer Satisfaction 66

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. How to set up your Voice of the Customer (VoC) program for success. Your customers are definitely ready to share! Get the Guide. About the guest author

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Comm100

MARCH 21, 2019

Linking to live chat from within a social media page also allows you to go beyond customer expectations and provide assistance immediately in real time, removing the delay in any social media interaction. Live Chat Benchmark Report 2019. Have you tried any of these methods? Let us know what worked for you in the comments below.

Social Media 100

Social Media Multi-Channel Self Service System 100

Comm100

MARCH 21, 2019

Linking to live chat from within a social media page also allows you to go beyond customer expectations and provide assistance immediately in real time, removing the delay in any social media interaction. Live Chat Benchmark Report 2019. Have you tried any of these methods? Let us know what worked for you in the comments below.

Social Media 100

Social Media Multi-Channel Self Service System 100

Team HGS

JUNE 12, 2019

We’ve all heard by now about the customer service revolution. In my nearly 15 years on the front lines of CX delivery, I've seen the dramatic change in customer expectations firsthand. As HGS General Manager, I’m leading the care delivery that is measured only by whether we exceed those expectations. Customer Experience.

Engagement 40

Engagement Employee Engagement ROI Retail 40

Pointillist

MAY 19, 2020

times more likely than underperformers to be able to connect customer data in each channel with three or more other channels. “ Diane Magers, CCXP Founder and CEO Experience Catalysts For the second consecutive year, quantifying the ROI of customer experience initiatives is the top CX challenge.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Hero Digital

OCTOBER 16, 2018

As marketing leaders plan their 2019 budgets and strategies for new ways to reach customers and instill loyalty, it’s time to consider the future of customer experience for your brand. How to Improve Customer Experience Using the CX Maturity Model. — Need a partner for creating and executing your CX roadmap?

Omni-Channel 41

Omni-Channel Customer Experience Multi-Channel Roadmap 41

ChurnZero

JANUARY 18, 2019

Churn Monster #4 – The Victim Customer. Churn Monster #5 – Manic Customer. Churn Monster #6 – Abandoned Customer. Churn Monster #7 – Stuck Customer. Fight Customer Churn! ChurnZero Resource – ROI Calculator.

Return on Investment 49

Return on Investment Customer Centricity Culture ROI 49

Kustomer

NOVEMBER 4, 2020

Businesses in various sectors have already employed chatbots to better deliver on customer needs and improve the speed at which business can help consumers. billion in 2019 to $9.4 We’ll see businesses using chatbots to cut operational costs and streamline customer service processes. billion by 2024. Data, Data, and More Data.

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

CSM Magazine

JUNE 11, 2019

Worldwide, the number of users at the start of 2019 has grown to almost 3.5 With social media firmly cemented in our daily lives, it’s no surprise that we, as customers, are further utilising those channels to gain quicker and more personalised engagements with brands, with the full expectation that those brands are listening.

Social Media 40

Social Media Virtual Agent Analytics ROI 40

NetBase

OCTOBER 16, 2019

As we shared in our 2019 Report on Financial Services Best Practices , banks are generally performing dismally when it comes to adopting technological advances: And a huge online advancement revolves around customer experience. Tracking Changing Consumer Habits. There’s good reason for this. Capturing consumer needs online is crucial.

Banking 40

Banking Retail Feedback Social Media 40

NetBase

OCTOBER 16, 2019

As we shared in our 2019 Report on Financial Services Best Practices , banks are generally performing dismally when it comes to adopting technological advances: And a huge online advancement revolves around customer experience. Tracking Changing Consumer Habits. There’s good reason for this. Capturing consumer needs online is crucial.

Banking 40

Banking Retail Feedback Social Media 40

ProProfs Chat

MAY 6, 2020

Retail Customer Experience Statistics. Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics. Customer Experience ROI Statistics. Customer Experience Through Social Media. Customer Experience & Engagement Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Magellan Solutions

SEPTEMBER 9, 2020

This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today. According to Forrester , more than 41% of customers expect live chat on websites.

Trends 52

Trends B2C e-support Customer Satisfaction 52