ShepHyken

JANUARY 3, 2024

What’s 2024 going to be like? Here are my top predictions for 2024. So, here are my top predictions for 2024. When you do, you’ll have a better 2024 – and so will your customers! Happy New Year! I’ve taken five of my favorites from the list to share here in The Shepard Letter. I hope you choose to take action!)

Trends 92

Trends Customer Service Customer Service Training Customer Retention 92

Forrester's Customer Insights

FEBRUARY 7, 2024

2023 was a confusing year: the consumers blew cold, and the economy blew hot. The recession-to-be did not materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. This year, in 2024, the economy […]

Consumers 33

Consumers Brands Advertising Measurement 33

Optimove

NOVEMBER 29, 2023

Why It Matters: The majority of today’s consumers are embracing the use of AI in marketing — which is great news for retailers. The future looks bright for AI-driven brand marketing, according to Optimove’s 2024 Consumer Perspectives on AI-Driven Brand Marketing Report. Of the 305 U.S. A quarter of respondents were indifferent.

Report 52

Report Consumers Loyalty Brands 52

ShepHyken

MARCH 18, 2024

New research from the Kearney Consumer Institute (KCI) indicates that there are clear distinctions between loyal customers and brand superfans, which creates even more opportunity for brands to build and nurture shopper relationships — and influence buying behaviors. The next step is loyal repeat business. And beyond loyalty is a brand fan.

Customer Service 78

Customer Service Government Employee Experience Video 78

Forrester's Customer Insights

FEBRUARY 21, 2024

Welcome to the second installment of Forrester’s Generative AI Consumer Outlook Quarterly Blog Series! With GPT-4 Turbo’s launch in late 2023, Google’s announcement of Gemini, and Microsoft Copilot’s Superbowl ad, consumers are now faced with plenty of options for consumer-facing gen AI tools. But as new […]

Consumers 56

Consumers Tools B2C Marketing 56

BirdEye

FEBRUARY 15, 2024

With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage.

Automotive 110

Automotive Healthcare Hospitality Retail 110

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

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

ShepHyken

APRIL 14, 2024

Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke (Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. My Comment: As costs go up, we must charge customers.

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

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

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. Subpar CX gives rise to human-AI balance Now that they’ve had some degree of exposure to AI in customer support, and not all of it delightful, some consumers are thinking: Meh.

Contact Center 52

Contact Center Analytics Healthcare Trends 52

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. 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

CSM Magazine

DECEMBER 22, 2023

Whether we marvel at innovations or enjoy the enhancement of the current ones, 2024 is indeed a promising year for the technological landscape. By 2024, migration to cloud technologies is expected since there is a greater call for it early this year. XR helped reshape consumer interactions, various industries, and healthcare.

Technology 52

Technology Innovation Social Media Healthcare 52

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Unpack an intriguing case study where a brand’s bold pricing and production strategy turns the supply chain playbook on its head, offering unique insights into consumer trust and the anticipation of demand.

Case Study 143

Case Study Leadership Customer Satisfaction Meeting 143

Adrian Swinscoe

APRIL 5, 2024

In the ever-evolving digital landscape, businesses of all sizes are grappling […] The post A comprehensive guide to Customer Data Platforms in 2024 first appeared on Adrian Swinscoe. a Content Writer for Kings Research.

Data 59

Data Customers Customer Journeys Customer Retention 59

2020 Research

FEBRUARY 29, 2024

The researcher skillset is expected to undergo significant changes by 2024, with a focus on strategic thinking, creative development, and data quality management. Evolving Research Skillsets Fact or Fiction: The researcher skillset in 2034 will bear little resemblance to the researcher skillset of 2024. appeared first on Sago.

Trends 59

Trends Innovation Leadership Data 59

Second to None

FEBRUARY 22, 2021

Consumer behaviors have shifted dramatically due to the pandemic, and trends are pointing straight at a refined customer experience in 2021. Forbes breaks down 11 customer experience changes that are taking place right now to meet the 2021 consumer, but we want to take in a more specific direction. Everyone is under a lot of pressure.

Consumers 62

Consumers Banking Brands Customer Satisfaction 62

ShepHyken

JANUARY 1, 2024

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” In 2024, keys to customer success will include better personalization delivered at scale by ramped-up automation and generative AI.

Customer Service 56

Customer Service Social Media Loyalty B2C 56

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

InMoment XI

MARCH 27, 2024

Online reviews, a platform for consumers to discover and assess auto services brands, can particularly influence consumer decisions from the start of their customer journey. 67% of consumers see reviews as influential when choosing a new auto service. 67% of consumers see reviews as influential when choosing a new auto service.

Automotive 260

Automotive Management Social Media Feedback 260

Think Customers

JANUARY 25, 2024

Sights from the National Retail Federation Big Show, January 2024 Workforce impacts are still unfolding As AI becomes more commonplace, retailers are closely watching how it affects their human workforce. Despite some headwinds, consumer spending remains strong, which is good news for retailers. will likely avoid a recession this year.

Retail 52

Retail Contact Center Consumers Brands 52

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

Happy or Not

NOVEMBER 9, 2023

The landscape is evolving with shifting consumer demand and the continued growth of e-commerce sales. One notable trend is the impact of social commerce on consumer demand. 5 predictions for the 2024 holiday season The holiday season is a pivotal time for businesses and consumers alike.

Retail 36

Retail Trends Social Media Sales 36

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. Shameless plug!)

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

My Customer

OCTOBER 30, 2023

The spending spree phenomenon that ensued in 2022 after pent-up pandemic savings, also known as “revenge spending,” is over. 30th Oct 2023 By Forrester Independent research and advisory firm

Consumers 52

Consumers 52

CSM Magazine

NOVEMBER 30, 2023

The year 2024 marks a significant era for small businesses, especially in terms of logistics and shipping. ParcelABC – Global Shipping Network for All Businesses ParcelABC has become a vital partner for small businesses in 2024, offering an expansive global shipping network that caters to a wide range of needs.

Transportation 52

Transportation Retail Technology Marketing 52

Forrester's Customer Insights

OCTOBER 11, 2023

Before our full predictions for 2024 launch on Tuesday, October 24, read our "anti-predictions." " Here's what won’t happen in 2024.

Consumers 60

Consumers Management Customers 60

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. You’ll have to read the article to find out more.

Customer Service 58

Customer Service B2C B2B Travel 58

West Monroe

MARCH 17, 2024

As we move further into 2024 and the spring growing season for production agriculture kicks off, the ag sector has an eye pointed toward the potential headwinds expected throughout the remainder of the year. Throughout 2024, lenders will need to be proactive in managing and helping their borrower’s weather the interest rate storm.

Trends 52

Trends Banking Financial Insurance 52

Happy or Not

OCTOBER 24, 2023

As we stand on the cusp of a new year, the retail industry is gearing up for the most significant challenges and exciting opportunities for the retail season in 2024. Whether you’re a leading retailer or a growing store, knowing the opportunities ahead and preparing for the challenges will prove a game-changer in the upcoming months.

Retail 36

Retail Multi-Channel Social Media Apparel 36

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

Customer Service 56

Customer Service Retail Consumers Metrics 56

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

Customer Service 55

Customer Service Retail Consumers Metrics 55

ShepHyken

FEBRUARY 12, 2024

My Comment: Gen Z will become the most powerful force of consumers in the next few years. Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications.

Self Service 65

Self Service Customer Service Social Media Ecommerce 65

BirdEye

JANUARY 25, 2024

As we step into 2024, it’s time to dive deep and truly understand the role these profiles play in the success stories of businesses everywhere. High usage in legal businesses (67%), consumer goods/services (63%), and automotive (44%). 33% of verified Google Business Profiles use Google messages.

Automotive 58

Automotive Hospitality Healthcare Retail 58

InMoment XI

FEBRUARY 9, 2024

At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. Research from Deloitte found that 69% of consumers are more likely to buy from a brand that delivers personalized experiences. This is essential, as 77% of consumers expect instant engagement when they contact a business.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

BirdEye

JANUARY 25, 2024

As we step into 2024, it’s time to dive deep and truly understand the role these profiles play in the success stories of businesses everywhere. High usage in legal businesses (67%), consumer goods/services (63%), and automotive (44%). 33% of verified Google Business Profiles use Google messages.

Automotive 52

Automotive Hospitality Healthcare Retail 52

SurveySensum

MARCH 20, 2024

List of the Top 10 Customer Experience Management Software Companies in 2024 1. Pros Robust customer services Affordable pricing Cons Integration issues with external applications Time-consuming process Pricing: $57/month 4. It integrates seamlessly with other Zoho products, creating a unified ecosystem.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52