BlueOcean

MARCH 3, 2020

Their success story is focused on the challenges of launching a new consumer line of products designed at increasing brand awareness and gaining market share. The Tier 2 team achieved 95% customer satisfaction for 12 months straight – validated by an impressive 40% response rate to post-contact CSAT surveys.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

SurveyGizmo

JUNE 9, 2020

Welcome to the June 2020 edition of the SurveyGizmo Monthly Insider newsletter. Please provide your ideas and feedback using this survey. Yes, we are much more than great survey software. Can China offer a roadmap for consumer spending in the US? To see how merge codes can help improve your surveys, click here.

Case Study 80

Case Study Roadmap Survey Course 80

NetBase

AUGUST 17, 2020

Is your brand on track to best the competition as we round out 2020? We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. They using next generation AI-powered social media analytics combined with social media listening to reveal key consumer and market intelligence. Monitor brand heath.

Social Media 56

Social Media Survey Marketing Analytics 56

SurveyGizmo

MAY 12, 2020

Welcome to the May 2020 edition of the SurveyGizmo Monthly Insider newsletter. Please provide your ideas and feedback using this quick survey. We’ve created two free surveys – The Employee Connection Pulse and The Return To Work Assessment – to help our customers engage with employees until it’s time to go back into the office.

Case Study 81

Case Study Employee Engagement Employee Experience CRM 81

Kustomer

FEBRUARY 5, 2021

2020 likely changed the CX industry for good, and there may be nothing more ill-advised than to ignore the lessons learned during the past year. An increase in inquiries was not the only challenge that CX organizations faced during the 2020 holiday season. What is already a stressful time of year, was now uncharted territory.

e-support 98

e-support Retail Customer Journeys Wait Times 98

2020 Research

JANUARY 24, 2024

In this Article The Power of QualLink Get the Full Picture with External Survey Link Understanding the “Why” and the “What” When to Utilize QualLink and External Survey Link Hybrid Research, Simplified In today’s rapidly evolving business landscape, understanding consumer preferences and motivations is essential for success.

Survey 59

Survey Connections Consumers Video 59

BlueOcean

JANUARY 21, 2020

Blue Ocean’s Stevie Award entry highlighted the incredible success they have achieved in supporting consumers with security and antivirus products from a leading security software company. Our consumer cyber security team is a perfect example. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

delighted

JUNE 3, 2021

Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Consumer spending plunged amidst lay-offs and shelter-in-place orders. Over a 100 retail chains pulled down their shutters temporarily in March and April 2020 and unemployment skyrocketed.

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

Perceptive

FEBRUARY 4, 2021

Last year, Perceptive surveyed 1000 New Zealanders about their Christmas spending intentions. As part of this study, Perceptive also ran a second post-Christmas survey with 1000 New Zealanders to see the difference between their reported data and actual transactions. This research was featured in Stuff.co.nz in 4 February 2021.

Tourism 52

Tourism Sports Retail Survey 52

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. This may surprise you.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

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. Marketing trends in 2020 call for a radical approach with fresh concepts. If you are ready to up your game, then you should check out the most-desired digital marketing trends in 2020.

Trends 111

Trends Marketing Social Media Advertising 111

CSM Magazine

MARCH 14, 2022

Chatbots and Intelligent Virtual Assistants are on the customer engagement frontlines, interacting with consumers every day. In 2020, the global pandemic led to an unprecedented surge in the usage of AI-powered customer service. consumers of 18 to 65 years of age. 3% say the experience is too time consuming.

Chatbots 98

Chatbots Consumers Healthcare Travel 98

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

Lumoa

AUGUST 23, 2021

Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). The post-COVID-19 consumer is still going to be a bit financially nervous and hesitant with their spending, so the largest change in behavior is going to be the building (or re-building) of their trust.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Centercode

DECEMBER 17, 2020

And with many of us spending a lot more time at home, consumers are bringing more of these complex products into closer quarters, increasing the demand for products that interact seamlessly with each other and stay in sync even as iterations and updates occur across their tech ecosystems. Which products are at the top of the wishlist?

Consumers 59

Consumers Industry Survey Retail 59

Kerry Bodine

APRIL 9, 2020

April 7, 2020: Visual Capitalist created a graphic of a Global Web Index survey of nearly 4,000 Internet users in the US and UK about their media consumption during the pandemic. April 2, 2020: Yelp’s Coronavirus Economic Impact Report gauges consumer interest in various business categories , “measured in terms of daily U.S.

Video 218

Video Measurement Survey Report 218

Eptica

APRIL 8, 2020

Date: Wednesday, April 8, 2020 Author: Pauline Ashenden - Marketing Manager The state of UK customer service 2020 - struggling to improve. Published on: April 08, 2020. They give consumers greater choice , whatever their demographic, and enable them to find fast, accurate answers wherever they are in the customer journey.

Self Service 79

Self Service Customer Service Social Media Study 79

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

C Space

MAY 7, 2020

The Brand Move Roundup – May 7, 2020. Chinese e-commerce giant Alibaba has launched a new luxury platform targeting younger consumers that also aims to help high-end brands shed excess inventory built up during the global lockdown. Employees can complete the survey from anywhere, on any device.

Brands 52

Brands e-support Fashion Healthcare 52

2020 Research

JANUARY 24, 2023

An omnibus survey might be the solution for you. An omnibus survey is a quantitative research method that collects data on behalf of several companies by sending out surveys at pre-determined, regular intervals (such as every Tuesday and Friday). All the questions are combined into one survey that’s sent to the same respondents.

Survey 52

Survey Consumers Consulting Trends 52

Ecrion

MAY 19, 2020

The recent Adobe 2020 Digital Marketing Trends Report has revealed that the #1 most exciting opportunity for companies this year is customer experience. Here are some examples of feedback features that can garner valuable customer feedback: Online surveys after checkout. Rating functions and surveys for support interactions.

Strategy 110

Strategy Customer Experience Social Media Omni-Channel 110

ProProfs Chat

FEBRUARY 13, 2020

Customer Loyalty Statistics 2020 You Shouldn’t Miss. What Loyal Consumers Want. Over half of the surveyed population reported that, if they like a brand, they will rarely purchase something different. Today’s consumers love finding ways to save. Customer Loyalty & Retention. Customer Loyalty & Experience.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ShepHyken

MARCH 2, 2020

CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. of businesses surveyed believe that CX offers a competitive edge, but only 14.4% Forbes) CX in its current form is broken.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

C Space

JUNE 23, 2020

The Brand Move Roundup – June 23, 2020. slump in April, May’s increase was the largest in 38 years of published surveys, with gains in every industry, the bureau said. Food retailing rose as households continued to consume additional food and beverages at home during May,” the statistics bureau said. Following a record 17.7%

Brands 52

Brands Airlines Policies Retail 52

C Space

JULY 6, 2020

The Brand Move Roundup – July 6, 2020. Publishing company Hearst has just released some results from an interesting European consumer survey. Before the virus hit, says the company, 69% of Hearst consumers had a positive outlook on life. When the lockdown started this dropped to 64%.

Brands 52

Brands Sports Hospitality Retail 52

Helen Dewdney

MAY 18, 2022

The fact that Ofcom reports that most complainants had to contact their provider more than once to get a resolution reflects what I regularly hear from consumers. The research showed that “O2’s mobile customers were kept waiting the longest on average last year – 3min 59s, up by 1min 42s since 2020. Source: Ofcom. Source: Ofcom.

Customer Satisfaction 62

Customer Satisfaction Survey Wait Times Customers 62

C Space

JUNE 16, 2020

The Brand Move Roundup – June 16, 2020. That’s according to a new study from web analytics firm SimilarWeb , which looked at the buying habits of consumers on the ecommerce platform from January to April 2020, and compared it to the same period last year. increase in conversions in early 2020, an increase of 7.8

Brands 52

Brands Ecommerce Social Media Advertising 52

C Space

JULY 2, 2020

The Brand Move Roundup – July 2, 2020. We see Covid-19 as an accelerator of the transition to EVs [electric vehicles] and renewables, from consumers and public policy,” they said. Mehra agreed, estimating what would have otherwise taken consumers five to 10 years has changed in just five to 10 weeks.

Brands 52

Brands Airlines Policies Social Media 52

C Space

JULY 7, 2020

The Brand Move Roundup – July 7, 2020. According to Gartner’s Annual CMO Spend Survey 2020 , “CMOs dismiss economic pessimism, as 73% expect COVID-19’s near-term negative impacts to be short-lived.” So while budgets will take a cut in 2020, CMOs remain upbeat, expecting them to bounce back in 2021. Read More.

Brands 52

Brands Policies Hospitality Advertising 52

Oracle

JANUARY 19, 2021

Sales trends changed quickly—and in unexpected ways—throughout 2020. Here’s a closer look at four sales trends that reshaped the way we worked in 2020 and a preview of what to expect in the year ahead. Nielsen’s global ecommerce study found that 30% of online buyers in 2020 were new to digital purchases.

Sales 45

Sales Trends B2B Ecommerce 45

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? Retail TouchPoints) In 2020, revenue is critical. The research in the report found that almost two-thirds of consumers surveyed say their loyalty is hard than ever to keep. by Retail TouchPoints. You’ll find some good ideas in this report.

Customer Service 74

Customer Service Touchpoint Retail Loyalty 74

Kustomer

OCTOBER 20, 2022

2020 likely changed the CX industry for good, and there may be nothing more ill-advised than to ignore the lessons learned about holiday CX during that year. An increase in inquiries was not the only challenge that CX organizations faced during the 2020 holiday season. New Normal, New Challenges. New Normal, New Challenges.

e-support 98

e-support Retail Customer Journeys Wait Times 98

C Space

JULY 1, 2020

The Brand Move Roundup – July 1, 2020. According to Microsoft’s own estimates, global unemployment might hit 250m in 2020 as a result of the massive demand shock to the economy. German consumers rushed back to shops in May as a wave of pent-up spending drove retail sales up by a record 13.9 per cent to 15.8

Brands 52

Brands Travel Social Media Banking 52

C Space

JUNE 4, 2020

The Brand Move Roundup – June 4, 2020. Consumers are watching how brands act in this moment, and our own multicultural communities deserve not only our support, but our action. Brand Move Roundup – June 4, 2020. Brand Move Roundup – June 3, 2020. Brand Move Roundup – June 2, 2020.

Brands 52

Brands Tourism Travel Consumers 52

C Space

JUNE 3, 2020

The Brand Move Roundup – June 3, 2020. There’s a general trend toward executives in the C-suite being called out and pressure-tested by consumers who want to know where they stand – there’s an opportunity to differentiate not just on function, on what’s a better mousetrap, but on values,” he said.

Brands 52

Brands Social Media Retail Financial 52

C Space

MAY 26, 2020

The Brand Move Roundup – May 26, 2020. Overhaul of the fashion week system has been mooted for years, but in 2020 change seems to be becoming an economic necessity. According to a survey taken by the U.S. Consumers’ intent to travel within the next six months sits roughly at 36%. Leading U.S.

Brands 52

Brands Fashion Travel Course 52

ShepHyken

FEBRUARY 16, 2020

Top 5 B2B Customer Experience (CX) Best Practices for 2020! Martech Advisor) This article unveils the top 5 B2B customer experience (CX) best practices for 2020. My Comment: Some surveys say that a customer will switch to another brand after just one bad experience. by Lipi Khandelwal. It may already be too late.

Customer Service 127

Customer Service Customer Journeys B2B Retail 127