CloudCherry

SEPTEMBER 6, 2018

Customer sentiment allows your company to take things like form responses, emails, and contacts via social media, bucket them all together and monitor your customer’s sentiment in real time. Moving forward, you may make choices for your product or business that allow for more convenience from your customer base, and thus more loyalty.

Analytics 221

Analytics Analysis NPS Financial 221

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

Trends 173

Trends Customer Experience Self Service ROI 173

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. Loyalty marketing breaking ground in new sectors. Smarter budgeting.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

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. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Self Service 75

Self Service Customer Service Social Media NPS 75

NetBase

MARCH 4, 2019

Carefully cultivating a social presence online is no longer a quirky extra for a brand to offer, if it ever was. And any brands still devoting half-hearted efforts to their digital marketing really need to read The 2019 State of Social Report , as it offers game-changing insight for (and from) small, challenger and top-performing businesses.

Report 89

Report Social Media Advertising Ecommerce 89

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. So, if you’re just thinking of starting 2019 by applying a customer experience strategy to your business – here are some key trends you might want to keep an eye out for to help you get started.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

ProProfs Chat

MAY 28, 2020

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. However, brand loyalty has become just another ‘buzz-phrase’. What Is Brand Loyalty. What is brand loyalty? How to build brand loyalty? There is an out and out need to rethink what brand loyalty really means.

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Social media excellence is achieved through internal education and execution. Harris, PH.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

ShepHyken

DECEMBER 30, 2019

Using Social Media to Connect with Your Most Loyal Customers by Michael A. Harvard Business Review) More and more companies have loyalty programs — and for good reason. Create a better experience for them on social media. When you manage your customer’s complaints or problems well you earn their loyalty.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. The post Customer Experience Management in 2019 appeared first on Upstream Works. AI, Bots & RPA. www.upstreamworks.com.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

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. Engaging your customers on a personal level is the key to long-term loyalty. Digital Transformation: Reinventing your Customer Relationships. In a nutshell. Hall 7 Stand 7G71.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

ProProfs Chat

JUNE 14, 2019

Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web. Building Brand Loyalty. Customer Service Stats for Social Media. Millennials Today.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Daniel Group

DECEMBER 19, 2019

The first is Medium’s “ 6 Strategies to Increase Customer Loyalty and Retention.” ” According to this article, “Not focusing on customer retention and loyalty is leaving money on the table, considering that acquiring a new customer can be up to 5 times more expensive than reconverting a returning customer.”

Strategy 52

Strategy B2B Loyalty Social Media 52

Daniel Group

DECEMBER 19, 2019

The first is Medium’s “ 6 Strategies to Increase Customer Loyalty and Retention.” ” According to this article, “Not focusing on customer retention and loyalty is leaving money on the table, considering that acquiring a new customer can be up to 5 times more expensive than reconverting a returning customer.”

Strategy 52

Strategy B2B Loyalty Social Media 52

LoyaltyPlus

MAY 11, 2022

The International Air Transport Association (IATA) estimates that global revenues for airlines were down by 44% last year when compared to 2019 figures. These can include everything from cargo and airport loyalty to industry travel. Connect with us on our social media platforms: • LinkedIn – [link]. Facebook – [link].

Airlines 52

Airlines Loyalty Self Service Travel 52

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Given the link between high scores in the UK CSI and key factors such as trust, loyalty and likelihood to recommend, this demonstrates that many brands still have work to do.

Conference 76

Conference Self Service Fashion Ecommerce 76

CX University

MARCH 4, 2024

In the digital age, customers expect a consistent and cohesive experience across all touchpoints, whether it’s through a website, mobile app, social media, or in-store interactions. This interconnectedness not only enhances customer satisfaction but also fosters brand loyalty and advocacy. 2019, December 18).

Omni-Channel 52

Omni-Channel Interaction Customer Experience Touchpoint 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

Oracle

NOVEMBER 12, 2019

Consumer expectations have risen to a point where it calls for a company’s customer experience to be seamless across all channels , from your site to your social media channels, in person, and anywhere else your brand has a presence. That means their queries may fall on a variety of team members, each of whom has a distinct role.

Omni-Channel 45

Omni-Channel Loyalty Social Media Ecommerce 45

ShepHyken

MARCH 3, 2019

My Comment: The concept of omnichannel simply means a customer can connect with you, seamlessly, a number of different ways; in person, phone, message, social media channels, etc. The post 5 Top Customer Service Articles for the Week of March 4, 2019 appeared first on Shep Hyken. Some companies do this better than others.

Customer Service 96

Customer Service Omni-Channel Customer Retention Case Study 96

Oracle

NOVEMBER 27, 2019

From transformations in customer service technology and grocery shopping, to social media shopping and changes in the delivery and brick-and-mortar experience, here’s a look at innovations reshaping retail in 2019 and beyond. The emergence of social shopping. Revolutionizing the drive-thru experience.

Retail 74

Retail Innovation Trends Ecommerce 74

GetFeedback

DECEMBER 16, 2019

Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them. Research by the National Restaurant Association reveals that home-meal kits with pre-measured ingredients, which have been popular in 2019, will continue being popular in 2020. Improve brand loyalty.

Feedback 195

Feedback Industry Social Media Wait Times 195

Oracle

NOVEMBER 26, 2019

But first, let’s take a look back at 19 pet peeves that really irked the marketing pros and defined many of the faux pas and questionable marketing tactics of 2019. Pet peeve #13: So you think you’re a social media expert. Srijana Angdembey, Social Marketing Director, Oracle. King, Ph.D.,

Marketing 85

Marketing Social Media B2C Advertising 85

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. A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

ShepHyken

MARCH 11, 2019

My Comment: What do you do when a customer’s complaint gets escalated to a level beyond support or a social thrashing on a social media channel. An outstanding product or service is not enough to attract — and maintain loyalty. Follow on Twitter: @Hyken.

Customer Service 101

Customer Service e-support Guidelines Social Media 101

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Social media excellence is achieved through internal education and execution. Harris, PH.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Social media excellence is achieved through internal education and execution. Harris, PH.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Kayako

APRIL 1, 2022

Customer experience is the key brand differentiator that drives sales and grows customer loyalty. Drive sales and grow customer loyalty with email, social, live chat, and help center support software. EMarketer projections include double-digit eCommerce sales growth in the US, from 11% of total retail sales in 2019 to 23.6%

Ecommerce 225

Ecommerce Customer Satisfaction Trends Omni-Channel 225

LoyaltyPlus

SEPTEMBER 1, 2021

Deloitte research has found that at the peak of the lockdown measures, several European countries experienced a staggering 99% decrease in bookings on popular accommodation sites when compared to 2019. The role these solutions and systems can play in creating more sophisticated and tailored loyalty programmes cannot be ignored.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

ShepHyken

DECEMBER 16, 2019

My Comment: Let’s start with this stat: A study by Gartner found that companies that don’t respond to their customer’s social media messages risk up to a 15% increase in customer churn. Visibility, Credibility, Loyalty: The Benefits of Online Reviews by Robert Morrissey. Follow on Twitter: @Hyken.

Customer Service 109

Customer Service Employee Engagement Social Media Fashion 109

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. Cue the angry phone calls and spiteful social posts. Are You Using 1999 Metrics to Measure 2019 Customer Care?

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

ShepHyken

NOVEMBER 4, 2019

Take Your Personalized Marketing One Step Further To Increase Customer Loyalty: 13 Expert Tips by Forbes Communications Council. The post 5 Top Customer Service Articles for the Week of November 4, 2019 appeared first on Shep Hyken. The Greatest Avenger of the CX Universe by Jeremy Watkin and Community. Follow on Twitter: @Hyken.

Infographics 84

Infographics Customer Service Social Media Tips 84

NetBase

MAY 2, 2019

If “just as close” sounds like an exaggeration, you’ve just uncovered what you’re missing in your engagement efforts – which impact your ability to convert via social media. You can’t foster sales or loyalty through acquaintanceship – you have to go deep. Are your netnography tools up to par?

Engagement 71

Engagement Entertainment Sports Social Media 71

ProProfs Chat

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! But is that all you aim to offer in 2019 too? Doing so will help you build trust and boost brand loyalty. But worry not, we’ve got you covered. If yes, then it is time you get over this basic software.

Trends 77

Trends Self Service Customer Service Omni-Channel 77

TechSee

DECEMBER 31, 2019

As 2019 comes to a close, they must better prepare for the new decade and beyond. In 2020, the challenge will be to capture, use, analyze and draw deeper insights from data in order to track and personalize each customer journey, with the goal of boosting brand loyalty. billion by 2024, up from $220 million in 2019.

Trends 136

Trends Customer Service Self Service Contact Center 136

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. 70% discussed the company negatively with friends, family or colleagues, 18% shared it on their social media channels, 12% posted on the company’s official social media channel or website, 9% shared it in an online forum, and 4% even discussed it with the media.

Survey 164

Survey Customer Service Social Media Telecommunications 164

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Your agents need to know what’s going on and feel empowered to make decisions that drive subscriber loyalty. Exploring Customer Care in the Subscription Economy. Let’s explore.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194