BirdEye

SEPTEMBER 6, 2023

Online reviews unlock a wealth of knowledge for prospective customers. Birdeye’s latest data report explores the significance of online reviews in consumer decision-making processes and sheds light on how the reputation of a multi-location business impacts its selection in local markets. Does reputation affect consumer choices?

Consumers 113

Consumers Report Multi-Channel Data 113

CSM Magazine

NOVEMBER 1, 2022

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. In fact, talking to a helpful, empathetic service agent matters more to customers than having a short wait time.

Consumers 98

Consumers Trends Wait Times Airlines 98

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Blake Morgan

FEBRUARY 1, 2023

In 2023, companies face a difficult crossroads. Inflation has consumers on edge, staffing shortages impact frontline workers, layoffs abound, and technology continues to grow and evolve. Consumer spending is stalling, and as the Wall Street Journal reported recently, consumers are starting to freak out.

Trends 111

Trends Customer Experience Consumers Customers 111

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. What is customer service automation?

Customer Service 218

Customer Service Self Service Chatbots Healthcare 218

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

Experience Investigators by 360Connext

NOVEMBER 28, 2023

Ready to decode the new age of customer experience? Join Jeannie and her insightful guest Nate Brown , co-founder of CX Accelerator, as they decode the latest customer experience trends in the face of evolving consumer behavior. Discover the intimate connection between customer satisfaction and the longing for community.

Entertainment 143

Entertainment Touchpoint Connections Customer Satisfaction 143

InMoment XI

FEBRUARY 7, 2024

The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

TechSee

NOVEMBER 7, 2023

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. In an increasingly digital world, Hotpoint is driving purposeful innovation to meet the evolving needs of its customers. This means the number of trips our engineers have to make is minimal.

Customer Experience 124

Customer Experience Call Center Innovation Social Media 124

TechSee

DECEMBER 12, 2022

Download our Field Service Vision 2023 Report to Learn ore about these topics. A Weak Economic Outlook for 2023. With weakening consumer spending, slowing corporate purchase patterns and an overall weak economic outlook, operational efficiency will remain a primary objective for all service organizations.

Innovation 124

Innovation Customer Centricity Technology Leadership 124

InMoment XI

FEBRUARY 6, 2024

Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. Answering a complaint on social media can increase customer advocacy by 25%.

Social Media 260

Social Media Marketing Advertising Feedback 260

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Here we go: .

Self Service 137

Self Service Customer Experience Customer Service B2C 137

ECXO

AUGUST 2, 2023

With the cost-of-living crisis continuing and the UK now in a recession, industries have to acclimatise to shifting market trends and consumer behaviour to maintain revenue and hit sales targets. Marketers must be smarter about how they target customers and understand what they want.

Consumers 98

Consumers Industry Telecommunications Return on Investment 98

Blake Morgan

JULY 1, 2023

Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways. But they have to understand their customers and the industry first.

Self Service 59

Self Service Customer Experience Contact Center Chatbots 59

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 260

Retail Customer Experience Effort Score Social Media 260

Strativity

NOVEMBER 28, 2022

Consumers had a different relationship with, and metabolism for, content consumption. Unlike in 2008, consumers today have a greater expectation for personalization and a customer-centric approach to engagement. In 2020, consumers spoke very clearly with their purchases and online behavior.

Connections 98

Connections Brands Culture Consumers 98

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust? Here are my top five picks from last week.

Customer Service 64

Customer Service Airlines Consumers Video 64

Comm100

SEPTEMBER 14, 2022

Break down the barriers to connect. out of 5 in customer satisfaction of live chats, compared to the industry average 4.2 As schools attempt to reach prospective students and consider ideas for how to increase student enrollment, they can’t just consider how students want to connect. Connect with students using SMS.

Chatbots 130

Chatbots How To Social Media Omni-Channel 130

Blake Morgan

JULY 29, 2023

There’s a strong connection between investing in customer experience and increasing the bottom line. But what happens to CX budgets during economic uncertainty, inflation, and changing customer priorities? By investing in the highest-return customer experience strategies that allow them to spread their money.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

Optimove

JANUARY 16, 2024

To the Stakeholders of Optimove: At Optimove, we have the job of ensuring that leading brands create deep, lasting relationships with their consumers. As we transition into a new year, I want to take a moment to reflect on the remarkable journey we’ve shared in 2023.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

Optimove

MARCH 30, 2023

And sure, 2023 just started, but summer’s somehow approaching. To find out, we did what we always do in these situations: fielded a consumer survey. You know, like we did on  consumer trust ,  marketing fatigue ,  holiday shopping , and more. Except for travel, about 40% of consumers shop in-store and online.

Consumers 94

Consumers Omni-Channel Retail Travel 94

Kustomer

APRIL 14, 2023

Demonstrating How Kustomer Delivers Connected Service that Scales & Delights Kustomer recently attended Shoptalk in Las Vegas, NV on March 26-29, 2023. Take a look below at some of the highlights from our time at Shoptalk 2023. Our customer sessions featured Pura Vida, Feastables and sweetgreen.

Retail 52

Retail Hotels Leadership Conference 52

Optimove

OCTOBER 20, 2022

With inflation continuing to run at 40-year high levels, consumers are more careful about getting the most out of their dwindling purchasing power. Any consumers with variable interest rate debt, such as a home equity line, have seen their monthly payments increase in line with the rising interest rates. Less confidence, less spending.

Customer relationships 98

Customer relationships Consumers Marketing Social Media 98

BirdEye

SEPTEMBER 1, 2023

Join us on September 12th and 13th for Birdeye View, a free virtual event that will help you put your business at the forefront of digital customer experience. How does our partnership with Google put our customers a step ahead of the competition? How has AI impacted how people search for and find information?

Multi-Channel 104

Multi-Channel Customer Journeys Innovation Industry 104

BirdEye

JUNE 22, 2023

Your business wouldn’t exist if it weren’t for your customers. But not all customers are the same. Each customer you target comes with unique temperaments, making a one-size-fits-all approach ineffective. And that is why it is important to understand the different types of customers before designing a marketing strategy.

Case Study 98

Case Study Social Media Loyalty Brands 98

BirdEye

NOVEMBER 9, 2023

It’s like using a treasure map that guides you straight to the heart of your customer’s thoughts and experiences. These platforms handle feedback, connect with customers, enhance services, and guide your company to success. Insurance review sites collect customer feedback to shape your business’s narrative.

Insurance 109

Insurance Financial Feedback Consumers 109

BirdEye

SEPTEMBER 15, 2023

Sales professionals need insight, reports, and innovative ways to reach potential customers. With Artificial Intelligence, sales teams can change how they approach selling and significantly increase lead generation, lead conversion, and overall customer experience. Table of contents What is AI in sales? Why do we need AI in sales?

Sales 109

Sales Chatbots Trends Report 109

Aveus

MAY 18, 2021

A game-changing revision to CMS rules for Star ratings puts Medicare Advantage plans under extra pressure to deliver an excellent customer experience. At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. By Medecision. Why This Revision Is a Game Changer.

Consumers 130

Consumers Healthcare Metrics Case Study 130

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. Here are my top five picks from last week.

Customer Service 81

Customer Service Loyalty Programs Retail Loyalty 81

Lithium

JULY 5, 2023

If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

Video 52

Video Trends Analytics Report 52

ShepHyken

OCTOBER 6, 2023

He writes about the strategies and tools to build customer loyalty. Building and maintaining customer loyalty is more critical than ever in today’s highly competitive business landscape. Providing Exceptional Customer Experiences Creating exceptional experiences at every touchpoint of the customer journey is vital.

Loyalty 62

Loyalty Tools Social Media Loyalty Programs 62

Optimove

MAY 4, 2023

The location-based marketing sphere is projected to grow to over $80 billion by 2025, and almost 80% of businesses are planning to implement location-based campaigns in 2023. That’s when marketers create segments of users visiting competitive locations to convert them into customers. Is location-based marketing worth exploring in 2023?

Video 52

Video Social Media Connections Comparison 52

BirdEye

FEBRUARY 21, 2023

71% of consumers who’ve had positive experiences with brands on social media are more likely to refer them to family and friends. Birdeye social media statistics At Birdeye, we pride ourselves on providing the best possible reputation and customer experience service to our customers. Here are the results. Demographic stats 648.6

Social Media 98

Social Media Marketing Advertising Video 98

Hello Customer

JANUARY 4, 2023

2023 will undoubtedly bring more changes to the retail sector. Customer behavior has obviously changed. Consumers don’t necessarily want to visit the very big shop floors anymore. After COVID and a strong increase in digitization, customers crave closeness, a human touch, and personal service. Mind the customer journey.

Retail 52

Retail Connections Trends Consumers 52

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. What’s Wrong With Customer Satisfaction?

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Here’s a closer look at five brands that are leading the charge in offering experiences, rather than monetary benefits, to their loyal customers. Done well, they foster repeat business and can lead to true customer loyalty.

Customer Service 66

Customer Service Loyalty Programs Ecommerce Loyalty 66

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. During their exclusive interview, Cue emphasized Apple’s commitment to only pursuing projects that will be meaningful to the customer. My Comment: How do you improve the ratings your customers give you?

Customer Service 65

Customer Service Hospitality Customer Centricity B2C 65