ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. It must become part of the company’s values.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

2020 Research

MARCH 12, 2024

The Deciders, a hyperlocal reporting initiative from NBC News, puts a spotlight on these critical voters, providing detailed coverage from seven counties across the country. One of the key voting blocks for the 2024 election is African American voters, a block that Joe Biden doesn’t want to alienate and that Donald Trump is trying to attract.

Groups 52

Groups Policies Video Resources 52

CSM Magazine

DECEMBER 22, 2023

We’ve witnessed some breakthroughs that redefine how we connect to technology and how we perceive it. Whether we marvel at innovations or enjoy the enhancement of the current ones, 2024 is indeed a promising year for the technological landscape. Businesses thrived and many opportunities opened and eventually skyrocketing the economy.

Technology 52

Technology Innovation Social Media Healthcare 52

Clarivate

JANUARY 19, 2024

While the unknowns of AI are top of mind, there are many variables in the IP legal industry projected to influence 2024. Establishing a strategic plan for 2024 requires IP leaders to place their bets on which of these trends will most likely impact patents and trademarks this year. This will be a game-changer.”

Industry 59

Industry Wireless Trends Financial 59

Think Customers

FEBRUARY 13, 2024

If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. 2024 is going to be a year of action,” said Cerise, who also serves as global head of RevGen , TTEC Engage. We’ve learned enough now to move toward acting.”

Contact Center 52

Contact Center Analytics Healthcare Trends 52

ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.

Customer Service 60

Customer Service B2B Loyalty B2C 60

2020 Research

FEBRUARY 15, 2024

Most participants believe a 2024 Biden victory will point toward proof of a rigged election. Wade Trump and National Abortion Limits Trump’s Campaign and the Perception of Election Rigging In the lead-up to the 2024 U.S. Our expertise lies in connecting you with the individuals who can provide the information you need.

Government 52

Government Groups Report Connections 52

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Top 50 CX Innovators of 2024 by Joe Berenz (Replicant) 2023 was a watershed year in customer service. Louis Magazine (St.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Connect with Shep on LinkedIn. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

ShepHyken

JANUARY 28, 2024

Alexander Group releases Customer Experience Research by Businesswire (MarTech Cube) Alexander Group, the leading revenue growth consultancy to Global 2000 companies, today unveiled the results of its new Customer Experience Research report. Connect with Shep on LinkedIn. The numbers make the case. CX doesn’t cost.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

SurveySensum

MARCH 15, 2024

In this blog, I will list down the top 9 market research tools of 2024 that you can implement within your organization and achieve your market research goals. So, let’s scroll down and get a sneak peek into these must-know market research tools of 2024. List of the Top 9 Market Research Tools and Software in 2024 1.

Tools 52

Tools Software Marketing Analytics 52

Experience Investigators by 360Connext

JANUARY 23, 2024

Customers often crave personal, empathetic connections and some bots simply aren’t up to the task. Nielsen Norman Group reported how mobile-first web designs can cause user issues when used on a desktop that often requires more scrolling. One report from Statcounter GlobalStats shows more than 59% of web traffic is mobile-based.)

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

BirdEye

FEBRUARY 27, 2024

Whether you’re looking to boost brand awareness, fuel customer engagement, or turbocharge car sales , this blog post is the ultimate guide for your dealership brand to succeed in 2024. billion dollars in 2023 as per their mid-year report. 72% of marketers leverage the mass texting channel to connect with prospective customers.

Advertising 64

Advertising Automotive Social Media Multi-Channel 64

InMoment XI

APRIL 3, 2024

Interactive features, personalized content, and social media integration can foster meaningful connections and encourage customers to actively participate and share their experiences with others. Digital interactions are more than just another way to connect with a business — they’re the most popular way. Access 3/12/2024.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Clarivate

MAY 18, 2023

Our new sustainability report is full of real-life examples of how we help our customers, colleagues and communities, with transparent, data-driven results and real insights on where we need to focus moving forward. We are committed to providing purposeful opportunities for colleagues to connect in order to strengthen our ESG focus.

Report 98

Report Innovation Government Culture 98

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Overall, the report is optimistic.

Customer Service 58

Customer Service B2C B2B Travel 58

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Travel Trends 2024. ( [link] ). State of the Connected Customer. ( [link] ). The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Optimove

FEBRUARY 28, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Renowned expert whose research focuses on enterprise marketing technologies, including cross-channel campaign management, marketing resource management, and real-time interaction management, will address attendees of  Optimove Connect. Your options for CDP-led orchestration.

Conference 52

Conference Connections B2C Tips 52

BirdEye

APRIL 26, 2024

Here are the top content creation tools for your business in 2024: BirdAI Birdeye Social Gemini AI Pinterest trends Answer the public Semrush Google Trends Feedly Google docs ChatGPT WordPress Grammarly Hemmingway Notion Google sheets Trello Otter Scribe Loom Picmonkey Canva Remove.bg Adobe Veed.io Watch a free demo today.

Tools 59

Tools Social Media Multi-Channel Video 59

SurveySparrow

MARCH 9, 2024

At the same time, the report also discusses how the customer retention expenditure can be reduced by 25% as well. 9 Best Voice of Customer (VoC) Tools in 2024 We have reviewed each tool of their features, pricing, and more, and have considered those tools that are VoC-focused and those that offer VoC tools. So, let’s begin.

Tools 52

Tools Voice of Customer Touchpoint Social Media 52

ShepHyken

FEBRUARY 18, 2024

They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. 6 Ways Businesses Will Be Leveraging Tech For Customer Experience In 2024 by Africa.com (Africa.com) Customer experience has fundamentally changed. Connect with Shep on LinkedIn.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. But in 2024, loyalty professionals will be shocked – albeit they should not be surprised – that many new multi-partner collaborations will be launched.

Loyalty 59

Loyalty Trends Data Marketing 59

Retently

MARCH 26, 2024

By taking a thoughtful and thorough approach to the selection process, you’re setting the ground for richer insights, better decisions, and a more connected relationship with your customers and employees. Users want more nuanced reporting features and a less cluttered dashboard. Why Look Beyond Qualtrics?

Survey 78

Survey Multi-Channel Effort Score Analysis 78

NobelBiz

FEBRUARY 13, 2024

In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. The algorithm predicts when agents will be available and which numbers are most likely to connect. NobelBiz’s reporting and analytics tool s are crafted to turn data into actionable intelligence.

Call Center 59

Call Center Self Service Software Contact Center 59

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. List of the Top 10 Customer Experience Management Software Companies in 2024 1. Now, understand the importance of creating a positive customer experience for your customers.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

SurveySensum

FEBRUARY 28, 2024

These tools typically offer customizable survey templates, anonymous submission options, robust reporting features to analyze feedback data, and more. Advanced reporting and robust analysis features are the backstage pass to turning feedback into actionable insights. Why limit yourself? Integration : No one likes a solo act.

Tools 52

Tools Feedback Analysis Survey 52

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. My Comment: I love that Rolling Stone has gone beyond reporting on music and includes customer service and CX articles in its online publication. Connect with Shep on LinkedIn.

Customer Service 56

Customer Service Retail Consumers Metrics 56

ShepHyken

APRIL 9, 2024

In 2024, almost one in four American consumers (23%) will not likely or never return if the experience is just satisfactory. To get the full research report, visit www.Hyken.com/research.) Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. My Comment: I love that Rolling Stone has gone beyond reporting on music and includes customer service and CX articles in its online publication. Connect with Shep on LinkedIn.

Customer Service 55

Customer Service Retail Consumers Metrics 55

SurveySparrow

JANUARY 5, 2024

It’s about making your audience feel connected and heard. Offline Surveys : Stay connected even without an internet connection. Real-time Data Analysis: Dive into your survey data instantly with SurveyMonkey’s real-time analysis tools, allowing you to generate charts, graphs, and reports on the fly.

Multi-Channel 52

Multi-Channel Comparison Survey Social Media 52

SurveySparrow

FEBRUARY 22, 2024

Analytics and Reporting: Gaining Insights into Customer Behavior We learned about the importance of personalization, and for that, you need to analyze the customer data. That’s where analytics and reporting features come into play. Advanced Analytics and Reporting SurveySparrow offers robust analytics and reporting capabilities.

Customer Retention 52

Customer Retention Software Gamification e-support 52

Kustomer

JANUARY 7, 2024

For example, if you’re deeply integrated with a CRM system, you might find that Intercom doesn’t offer the direct connection you need. Cons: Some users have noted that the reporting and analytics features in Freshdesk may not be as robust or detailed as they would like.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

SurveySensum

FEBRUARY 14, 2024

But before we jump into our top 10 picks for 2024, let’s take a moment to understand what employee feedback really is. These tools come in all shapes and sizes – from simple survey tools to fancy platforms with features like sentiment analysis and automated reporting. Well, you’re in the right place!

Tools 52

Tools Feedback Analysis Survey 52

ShepHyken

FEBRUARY 12, 2024

Companies can build strong connections and foster loyalty by tailoring interactions to individual customers and showing genuine care and understanding. While AI and technology can streamline interactions and provide insights, the human touch, empathy, and personalized support remain essential in creating meaningful customer connections.

Self Service 147

Self Service Contact Center Customer Service Representative Healthcare 147

SurveySparrow

FEBRUARY 27, 2024

Once you have resolved the issue, be sure to connect with the customer and let them know. The tool will allow for real-time reporting and scheduled reporting and notify you whenever a customer completes a survey. It connected online shoppers, boutiques, and brands from across the 13 European markets.

NPS 52

NPS Retail Effort Score Loyalty Programs 52

SurveySensum

FEBRUARY 2, 2024

So, what are these customer engagement indicators that you need to measure in 2024? 5 Customer Engagement Metrics to Watch Out for in 2024 1. Customer Support Metrics According to the Salesforce “ State of the Connected Customer Report ”, 88% of customers say good customer service makes them more likely to purchase again.

Metrics 52

Metrics Customer Engagement Engagement Effort Score 52