ShepHyken

JANUARY 20, 2020

Loyalty Trends in 2020: How Will This Year Be Different? So, how is our perspective for our loyalty trends in 2020 formed to make it worth your reading time? Travel Megatrends 2020: Subscription Travel Is the Next Frontier of Loyalty by Andrew Sheivachman. Live Chat Benchmark Report 2020 Comm100 Network Corporation.

Loyalty Programs 117

Loyalty Programs Customer Service Effort Score Self Service 117

ijgolding

NOVEMBER 13, 2018

In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. VoC has been an invaluable tool in the B2C for many years. Each account brings more revenue and more repeat custom than a single consumer does.

B2B 185

B2B B2C Automotive Retail 185

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. Comm100’s 2020 Live Chat Benchmark Report found that 74.5

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

ProProfs Chat

JANUARY 30, 2020

Customer Engagement Statistics 2020 Explained. Consumer Engagement & Experience. In the category of online entertainment, Netflix was the leading brand with a ranking of 89 percent in terms of how the brand met consumer expectations versus the consumer-generated, category-specific ideal. Source: Statista ) Tweet this.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

ShepHyken

SEPTEMBER 14, 2020

My Comment: We start this week’s Roundup with a reminder of the upcoming Customer Service Week, which is the first full week of October every year (October 5-9, 2020). I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

Forrester's Customer Insights

NOVEMBER 18, 2020

2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down. How should European consumer marketing leaders prepare for the coming year?

B2C 49

B2C Marketing Healthcare Trends 49

ShepHyken

NOVEMBER 16, 2020

20 Must-Learn Customer Service Skills in 2020 (Bonus: Tips to develop them faster) by Jared Cornell. My Comment: As we head out of 2020, this author shares a list of 20 skills that people in customer-facing roles should show proficiency. 60% of consumers interviewed said CX is better. Government sits at the bottom.

Ecommerce 83

Ecommerce Customer Service Call Center e-support 83

ShepHyken

FEBRUARY 10, 2020

My Comment: I’ve talked to executives from B2B companies who feel that customer experience is not as important to them as it is for consumer-focused B2C companies. It’s just as important and maybe even more so, as many B2B’s have few clients than typical B2C’s. 5 ways to increase customer retention in 2020 by Michael Barnard.

Customer Service 104

Customer Service Infographics Customer Retention B2B 104

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. billion per year due to avoidable consumer switching. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Team Support

JUNE 8, 2020

June 8, 2020—Dallas—TeamSupport, an award-winning business-to-business (B2B)-focused customer support software solution, is named to the list of Best Help Desk Software for 2020 by Digital.com.

Software 52

Software Self Service B2B B2C 52

C Space

MAY 22, 2020

The Brand Move Roundup – May 21, 2020. Historically, the in-person Perspectives event drew fewer than 1,000 B2B registrants, but this year more than 40,000 B2B and B2C users registered for the new experience, of which 79% were net new leads with more than 50% considered decision-makers at their organization.

Brands 52

Brands Travel Hotels Airlines 52

ProProfs Chat

MAY 6, 2020

Must-Read 53 Customer Experience Statistics for 2020 . Service insight and knowledge are also key to a good experience according to 62% of consumers. (Source: American Express ) Tweet this. American consumers will pay 17% more to purchase from a company with a reputation for great service. (Source: American Express ) Tweet this.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Optimove

JANUARY 16, 2020

So, whoever you are in this specific case, take advantage of the recap below – it’ll help you get a good perspective of what the panelists were saying and why it’s important this 2020 – with some added context and further reading opportunities. Click here if you want to learn why B2C marketers need a relationship marketing hub.

Retail 61

Retail Marketing B2C CRM 61

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. Knowing your buyer better.

Strategy 146

Strategy Self Service Customer Journeys B2B 146

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. Comm100’s 2020 Live Chat Benchmark Report found that 74.5

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. LinkedIn : [link]. LinkedIn: [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

C Space

SEPTEMBER 3, 2020

The Brand Move Roundup – September 3, 2020. Amazon said it had already added 3,000 roles so far in 2020, and so by the end of the year it will have created a total of 10,000 new jobs. Brand Move Roundup – September 2, 2020. Brand Move Roundup – September 1, 2020. Brand Move Roundup – August 7, 2020.

Brands 40

Brands Sports B2C Survey 40

Magellan Solutions

SEPTEMBER 29, 2020

For modern consumers, using social media to air complaints and to get the kind of help they need is the best option. The importance of social media customer service is even more amplified in 2020. B2C lead generation services. The post The Importance Of Social Media Customer Service In 2020 appeared first on. TALK TO US!

Social Media 52

Social Media Customer Service Call Center B2C 52

Kayako

JULY 28, 2022

According to a Forrester report , 72% of US online consumers prefer to use self-help tools online to get answers to their questions rather than contact the company’s help desk via telephone or email. The average cost of live interaction (phone, e-mail, or live chat) is more than $7 for a B2C company and more than $13 for a B2B company.

Self Service 247

Self Service Customer Service Management Knowledge Base 247

Gainsight

MARCH 25, 2021

Deloitte’s recent Digital Media Trends survey indicates that consumers who subscribe to a paid service now pay for five accounts, up from three before the pandemic. Peacock, HBO Max, Quibi (RIP) all launched in 2020 to an already crowded marketplace of over 15 unique television streaming services.

B2C 52

B2C B2B Roadmap Conference 52

ShepHyken

APRIL 20, 2020

Even though it appears consumer-based (B2C), there is good info for any type of business. Forbes) Today’s consumers demand transparency and honesty from brands they buy from. Arm Treasure Data) To help you puzzle out the right response to rapidly changing consumer needs, we’ve compiled a list of 14 CX books to read right now.

Loyalty Programs 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

C3Centricity

AUGUST 17, 2020

89% of consumers have stopped doing business with a company after experiencing poor customer service. Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. Customers 2020 Report. 94% of consumers say they are more likely to be loyal to a brand that offers transparency.

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

Forrester's Customer Insights

SEPTEMBER 7, 2020

Last week, IFA 2020 took place both in Berlin and virtually. However, neither the excitement nor the experience could hide the fact that the consumer electronics industry struggles in times of […]. I attended the virtual fair, which was an excellent experience.

Meeting 36

Meeting Consumers Industry B2C 36

Forrester's Customer Insights

FEBRUARY 2, 2021

The crises of 2020 turbocharged consumers’ technology adoption and usage. While the pace of change is impressive, consumers’ swift adaptation to life among screens is not entirely radical.

Consumers 43

Consumers Analytics Technology Data 43

TechSee

APRIL 23, 2019

Predictive Analytics Applied to B2C. While the concept of predictive maintenance has been around for decades, it is only recently that advances in AI have enabled enterprises to take full advantage of the possibilities – and now, largely thanks to the IoT, the principles from industry are being applied to the B2C realm.

B2C 104

B2C Automotive Analytics Customer Satisfaction 104

Forrester's Customer Insights

DECEMBER 18, 2020

In our recent report, “The Myth Of A World After: A European Recovery Perspective,” we outlined how B2C consumption will evolve in post-pandemic Europe. In 2020, consumers have massively and quickly shifted to more local, digital, and environmentally friendly behaviors.

Loyalty 41

Loyalty B2C Consumers Report 41

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Forrester's Customer Insights

OCTOBER 30, 2019

Regulations, consumer wariness, and the consequences of misbehavior will create a challenging landscape for B2C marketers and brands.

B2C 41

B2C Marketing Data Consumers 41

Hello Customer

JUNE 21, 2021

The message they put out there needs to resonate with the end consumer, so they keep on buying their products through retail networks. In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. Implement a direct-to-consumer mindset. Time to rethink your strategy.

Customer Centricity 98

Customer Centricity Net Promoter Score Customer Experience How To 98

Forrester's Customer Insights

JUNE 17, 2020

The ancient Chinese curse “May you live in interesting times” might be neither ancient nor Chinese, but it’s wholly applicable to 2020. Words and phrases like “unprecedented” and “the new normal” are, well, the new normal as infection and social unrest sweep the globe.

B2C 47

B2C Consumers Customer Experience Customers 47

CSM Magazine

JANUARY 16, 2020

41% of B2B purchasers’ value high customer service levels as “absolutely essential”, compared to 27% of those working in B2C industries. • 28% of consumers felt empathy and emotional intelligence will become more important, while accuracy / attention to detail and speed of service will decrease in importance.

Insurance 52

Insurance Report Customer Experience B2C 52

Inbenta

JANUARY 17, 2022

In 2020, Covid-19 sparked a surge in technology adoption and usage as businesses and consumers flocked online to carry out daily tasks. By April 2020, 49% of UK and 63% of US adults said they had carried out a new online activity due to the pandemic, such as attending a gym session, a class, or a religious service.

Self Service 98

Self Service Trends Customer Service Chatbots 98

Oracle

MAY 11, 2020

Subscription business models are becoming more prevalent because consumers are demanding them. We often think of B2C and B2B companies having distinct habits and patterns, with little overlap. Almost every company (B2B and B2C) can do so thanks to one asset that they own—data. But the overlap lies in the customers themselves.

Measurement 65

Measurement B2C B2B Hospitality 65

Forrester's Customer Insights

AUGUST 19, 2020

The COVID-19 pandemic upended the 2020 plans of many B2C marketers — amounting to a projected 28% decline in US marketing spend through 2021. Brands improvised, cutting media spend and adjusting their previous marketing strategies to accommodate rapid shifts in consumer behavior.

Marketing 37

Marketing B2C Fashion How To 37

C3Centricity

DECEMBER 3, 2018

74% of consumers have spent more due to good customer service (Source: Entechus.com). 89% of consumers have stopped doing business with a company after experiencing poor customer service. By 2020, customer experience will overtake price and product as the key brand differentiator. Source: Customers 2020 Report).

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

NobelBiz

JULY 8, 2020

In part one, we had an introduction – we talked about how things are looking for the global economic world, both from the perspective of our industry – contact centers, and the larger view of the consumer. Studies show a shift in consumer psychology – how we buy, what we buy when we buy, and most importantly in a pandemic – WHERE we buy.

Contact Center 52

Contact Center How To Multi-Channel Government 52