ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Well, the best answer is customer engagement. No business can survive without engaging its customers. These are not only customers but brand loyals.

Brands 121

Brands Engagement How To ROI 121

Retently

APRIL 5, 2024

Today’s consumers might browse products online before purchasing in-store or use their smartphones to compare prices while shopping at a physical location. Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business.

Retail 78

Retail Engagement Strategy Customer Experience 78

NetBase

SEPTEMBER 7, 2020

The pandemic has been hard on consumers financially. And this is why there’s a very wise push for brands to help consumers shop for jobs instead of sales today. And one company is behind this consumer and market intelligence -informed effort. LaborDayOn Effort Helping Consumers Find Jobs. It’s a smart move.

Consumers 75

Consumers Brands Social Media Sales 75

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

C3Centricity

NOVEMBER 4, 2019

Consumers no longer appreciated being interrupted in their daily lives, if they ever did! Brand Building. Many large CPG companies, such as P&G, Coca-Cola and Nestle, have changed the name of their Marketing departments in the past twenty years, to Brand Building. They continued with the same processes and mind-sets.

Customer Centricity 149

Customer Centricity Brands Advertising Consumers 149

BlueOcean

JANUARY 22, 2019

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge. As customer service leader Paul R.

Consumers 204

Consumers Trends Customer Experience Strategy 204

NetBase

JANUARY 23, 2020

Brands monitoring social media with next generation AI-powered social listening are taking full advantage of all online offers by engaging playfully, and relevantly, with consumers in real-time. Cleaning Up Online with Playful Engagement. Sports fans are a competitive lot. Real-time Alerts.

Consumers 67

Consumers Engagement Social Media Sports 67

CX University

MAY 16, 2023

Therefore, it is crucial for companies to focus on improving customer experience by investing in global professional development with online courses. In addition, employee engagement is also a critical factor that affects the customer experience. Employee engagement is also important for creating a positive work culture.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

Strativity

NOVEMBER 28, 2022

Consumers had a different relationship with, and metabolism for, content consumption. They didn’t have easy access to cross-cultural communication, trends, and the ability to engage with global brands. A future-proof approach to brand tracking.

Connections 98

Connections Brands Culture Consumers 98

C3Centricity

JANUARY 2, 2024

Of course, there are also a few perennials that have been appearing in our top 10 list for years, like insight development and customer observation. Insights are the foundation on which every single successful brand is built. This post shares some of the main reasons why even large companies sometimes fail at this essential art.

Customer Centricity 226

Customer Centricity Course Brands Innovation 226

Beyond Philosophy

FEBRUARY 15, 2024

In my early work with Customer Experience , the Chair of Consumer Psychology in the UK told me that there were around 150 emotions, which all vary to some degree. Of course, learning about how your present experience evokes emotions doesn’t have to rely on technology. Click here. Thanks for reading, we appreciate you!

Connections 88

Connections Loyalty Brands How To 88

NetBase

APRIL 6, 2020

As people shelter in place, consumers are using the internet to socialize and spreading their purchasing power to the brands they trust. Online social gatherings have become a lifeline for both brands and consumers. Consumers Crave Connections. As people and brands innovate, it gets talked about.

Consumers 52

Consumers Brands Social Media Trends 52

Comm100

APRIL 6, 2020

There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring to what people are calling ‘omnichannel’. But what does ‘omnichannel customer engagement’ even mean? Omnipresent . Here’s how: .

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

InMoment XI

AUGUST 2, 2023

What we can Learn From the top Brands in the UK One size doesn’t fit all, but knowing essential NPS best practices that can fit any program is a great place to start. In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. Take The Lead!

NPS 260

NPS Customer Centricity Tips Automotive 260

QuestionPro Audience

MAY 4, 2018

Unfortunately, nagging myths about market research often stall and crash brands as they navigate shifting times full of digital breakthroughs and sophisticated audiences. A change in consumer preference in social media or a minor dislike in a product feature can make a huge difference. Brands don’t need titanic surveys.

Brands 191

Brands Marketing Social Media Survey 191

Forrester's Customer Insights

NOVEMBER 18, 2021

The value of a brand’s direct-to-consumer (D2C) digital presence goes beyond direct sales. Brands that still rely heavily on retail partners for digital sales, can still drive value from direct customer engagement. However, the benefits […].

Consumers 26

Consumers Brands Retail Course 26

NetBase

MAY 13, 2020

Just as cell phones have doubled and adapted as business and personal tools, so have brands during the pandemic edition of working from home. Brands are people too, after all. Brands are people too, after all. At least as far as consumer perception goes. Brands Are People Too.

B2C 98

B2C B2B Brands Trends 98

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. 1 in 3 consumers have noticed agents seem stressed while the majority (72%) say that an interaction with a stressed agent would negatively impact their perception of a brand.

Employee Engagement 52

Employee Engagement Engagement Gamification Analytics 52

PeopleMetrics

MAY 12, 2022

Your favorite restaurant, an eCommerce site you frequently buy from, a hotel that you've visited several times, a professional vendor that your business relies on—if it's easy, fast, and enjoyable to engage with them, they've almost certainly put careful thought into their customer experiences. What's a customer journey map? Touchpoints.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

NetBase

JULY 20, 2020

The new normal finds consumers showing erratic behavior when choosing where to spend their money. Maintaining brand loyalty seems to be a thing of the past as consumers are likely to jump ship during a crisis. Consumer devotion has become much more supply dependent than any other loyalty measure.

Consumers 75

Consumers Automotive Social Media Loyalty 75

Strativity

JANUARY 6, 2023

In times of economic turmoil, brands tend to think of cost-saving measures such as limiting new products or cutting overheads as the ultimate solution to budgetary woes. This year and beyond, companies in any space—whether apparel, food, or fitness—need to prioritize creating ecosystems consumers can’t live without.

Brands 52

Brands Apparel Airlines Hotels 52

C3Centricity

OCTOBER 22, 2018

If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. Over the course of the days I spent at the hospital and then the clinic, I saw many different doctors, nurses.

Healthcare 202

Healthcare Consumers Customer Service Company 202

Experience Investigators by 360Connext

JANUARY 23, 2024

That means charting a course for JUST “mobile-first” is a short-sighted way to serve all customers. Streaming platforms, podcasts, and even this article are self-selected by the media consumer. 71% of consumers expect companies to deliver personalized experiences, according to McKinsey. Spread the joy inside and out!

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

NetBase

MAY 8, 2020

And we’re sharing five brands that are beating the odds and winning eCommerce buzz during a global pandemic. Starting in April, not too long after stay-at-home orders were put into place because of COVID-19, TRX made their professional education courses virtual and free of charge via Zoom. Quite a feat! And TRX is doing just that.

Ecommerce 64

Ecommerce Brands Social Media Effort Score 64

SurveyGizmo

DECEMBER 21, 2022

Instead, let’s cut right to the chase: Retargeting the right customers at the right time and in the right place is the ultimate key to driving mobile customer engagement. Now, it might sound like common sense to say, “just retarget your customers to boost engagement,” but let’s break down what this actually means.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

BlueOcean

DECEMBER 13, 2022

Salesforce research says consumers like us belong to 4.3 In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program. According to Bond Brand Loyalty’s 2022 Loyalty Report , a new variable has entered the game that changes how customers view loyalty—that the “brand is loyal to me.”

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

NetBase

MAY 15, 2020

Brands recognizing their importance with funding PPE (personal protective equipment) or other gear, are also realizing that broadcasting the good they’re doing is really all they can do right now. …and Brands are seeing the opportunity to help, and many are answering the call. Brands Making Month-long Efforts.

Brands 98

Brands Healthcare Hospitality Transportation 98

NetBase

FEBRUARY 14, 2020

These winning brands demonstrate the power of capturing niche crowds and turning negative energy into positive PR. So, while many brands create touching gift idea and experiences for lovebirds, a few have gone in the opposite direction, geared toward capturing the jaded among us. Relating to the Broken-hearted. Got a Beef with Your Ex?

Brands 78

Brands Social Media Course Consumers 78

NetBase

JULY 3, 2020

The 4th of July is typically cause for celebration, but current events make that challenging for brands. Should brands leave it alone or attempt to make a go of it? How many brands (and consumers) are making the most of The Fourth. How many brands (and consumers) are making the most of The Fourth.

Brands 95

Brands Marketing Travel Advertising 95

CSM Magazine

FEBRUARY 4, 2021

There is a shift in power going on, fuelled by greater access to information in the digital age, new technology and a broader variety of brands, products and services to choose from, today’s consumer are empowered like never before. With an expanded consumer choice, customers no longer base their loyalty on price or product alone.

Loyalty 52

Loyalty Consumers Customer Journeys Chief Customer Officer 52

NetBase

APRIL 6, 2020

Popeyes is apparently staffed with marketing masters, as it keeps hitting home runs – and even wins consumer love during a pandemic. We have five ways brands should adapt their Covid-19 marketing to emulate the spicy chicken brand’s success. Winning Combo for Consumer Love. Know Your Brand Voice. Take Risks.

Consumers 64

Consumers Advertising Social Media Brands 64

NetBase

FEBRUARY 4, 2020

Super Bowl commercials are money well spent for brands seeking maximum promotional impact. Brands wisely seek to cash-in with consumers and generate long-term value from their very significant investment. Some brands build hype ahead of the game, while others launch ads designed to surprise and delight.

Consumers 64

Consumers Course Analytics Brands 64

NetBase

JULY 17, 2020

Differentiating your brand requires next level consumer understanding. And NetBase Certification helps brands and agencies become expert at this through targeted, in-depth explorations of social analytics capabilities. Capturing consumer verbatims to see precisely what they love and hate.

Consumers 52

Consumers Analytics Social Media Analysis 52

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. Chatbot growth continues.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

NetBase

OCTOBER 5, 2018

So why are brands missing so many opportunities on the customer experience analytics front? The 2018 Consumer Experience Analytics Report highlights the ways brands are on target – and the areas where they need to better their aim. This is great, of course, but what does that really mean? And context is everything.

Omni-Channel 45

Omni-Channel Analytics Consumers Report 45

Hallmark Business Connections

OCTOBER 5, 2020

Loneliness, of course. Isolation is pervasive in today’s climate, and brands have a moral imperative to talk about it, address it, and act with empathy as consumers try to find their way through this new world. What customers need is for brands to care about their day, how they feel, and what they need.

Brands 97

Brands Social Media Travel Engagement 97

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251