Eptica

MARCH 4, 2020

Categorie(s): Best Practice In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal. The good news is that delivering amazement doesn’t require over the top customer experience, but instead relies on: Share this page on: Tweet.

Customers 79

Customers Customer Insights Consumers Customer Service 79

ShepHyken

SEPTEMBER 16, 2022

Categorization helps to efficiently organize feedback into categories like “Customer Service,” “Price,” “Ease of Use,” and “Features.” Then, categories may be divided into subcategories. Categories are key to producing actionable insights on top of rating questions, such as CSAT score (customer satisfaction),?

Feedback 67

Feedback Net Promoter Score Chatbots NPS 67

Chadwick Martin Bailey

MAY 20, 2020

In a research-heavy category, like TVs for instance, it’s obvious that you need to measure, dig into, and understand the experiences along a consumer’s journey (the Trigger, Discovery, Evaluation, and Purchase phases). What about a category like fashion? In some categories.

Fashion 104

Fashion Exercises Consumers Study 104

Optimove

MAY 21, 2021

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new Smart CRM Basics on control groups in marketing and a deep analysis on Home Depot. B2CRM News: Amazon, Cole Haan, Walmart, and the art of expanding to new categories.

CRM 52

CRM Analysis Groups Marketing 52

Eptica

MAY 20, 2020

Categorie(s): Best Practice News Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. Share this page on: Tweet. You might also be interested in these posts: Customer service: why you can learn from the classics.

Customer Satisfaction 127

Customer Satisfaction Self Service Consumers Banking 127

Gainsight

NOVEMBER 30, 2023

The good news: Robots aren’t coming for our jobs. The good news? Let’s double-click into each category. In a world that prizes speed and efficiency, Gen AI promises to be the magical wand. But what does this really mean for CS teams? We polled over 400 CS professionals to find out.

Analytics 52

Analytics Survey Report Customer Success 52

Talkdesk

JULY 10, 2020

Opentalk 2020 , the industry’s premier gathering of thought-provoking CX content, was converted to a virtual event due to the COVID-19 pandemic which itself spurred new Talkdesk innovations, including a suite of Business Continuity solutions to help customers navigate the pandemic and adapt their businesses. stars out of 5.

Report 84

Report Contact Center Innovation Industry 84

Cyara

JUNE 12, 2020

I can’t wait to read that article as soon as I finish…” category of my work life. And, if you are anything like me, you make it to Friday realizing you never found your way back to all the articles and news you wanted to dive into but couldn’t find the time.

Customer Experience 67

Customer Experience Customers Contact Center Call Center 67

NICE inContact

AUGUST 24, 2017

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. Banks generally make the news for focusing on customer service, look at their commercials, websites, etc.

Contact Center 138

Contact Center Banking Call Center Customer Satisfaction 138

Lithium

DECEMBER 21, 2020

Here’s some good news to end your week: the Khoros Kudos Awards deadline has been extended to July 31st! This gives you four weeks to pull together your story and share your successes in the 11 award categories — including the crisis management category we added last month. Here are the 11 categories: Best-in-Class Care.

Connections 52

Connections Customer Engagement Engagement Marketing 52

Eptica

MARCH 18, 2020

Categorie(s): News Best Practice Delivering superior customer service requires balancing resources and channels to meet the full range of consumer needs. Share this page on: Tweet. You might also be interested in these posts: Customer Service in 2020: Reflect, Refocus, Reignite. Keep Your Customers Amazed.

Self Service 79

Self Service Interaction Multi-Channel Customer Service 79

Beyond Philosophy

APRIL 30, 2020

The Rational Animal model represents these feelings in the Immediate Physiological Needs category, much like Maslow. Using the new hierarchy, we can see that disease avoidance falls right into Self-Protection. Suffice it to say, there are a lot of categories of needs, and these categories can all be essential in different contexts.

Consulting 161

Consulting Healthcare Advertising Retail 161

Lithium

JULY 2, 2020

Here’s some good news to end your week: the Khoros Kudos Awards deadline has been extended to July 31st! This gives you four weeks to pull together your story and share your successes in the 11 award categories — including the crisis management category we added last month. Here are the 11 categories: Best-in-Class Care.

Connections 52

Connections Customer Engagement Engagement Marketing 52

Wootric CX Blog

JANUARY 6, 2021

As we begin this new year, we want to share some great news. . Wootric now delivers the fastest ROI in the Experience Management category on G2. Today we’re excited to announce that Wootric is joining InMoment, a market leader in customer and employee experience.

Omni-Channel 105

Omni-Channel Innovation Net Promoter Score Chief Customer Officer 105

Oracle

AUGUST 27, 2020

” The awards consist of 16 categories honoring customer experience excellence across marketing, sales, service, and commerce. Finalists: Bonnier News. The New York Times. Bonnier News. According to Tarkoff, “The Markie Awards were created in 2007 to celebrate achievements in digital marketing.”

Omni-Channel 75

Omni-Channel Meeting ROI Airlines 75

Beyond Philosophy

SEPTEMBER 14, 2023

However, the news in this area of AI is that these programs are mixing with predictive analytics and generative AI, which changes how organizations can automate workflows. Personalized Customer Journeys: Kihlstrom says this AI doubles down on all the above categories. Organizations have been using this type of AI for decades.

Self Service 88

Self Service Software Analytics Examples 88

BirdEye

NOVEMBER 14, 2022

Mail), a news branch, and a directory of websites organized by topic categories. A Yahoo Business Listing is an online directory that helps customers find your business based on location and category. You can also add categories, hours of operation, photos, and other details. About Yahoo! The company, Yahoo!

Tools 98

Tools Metrics Management Marketing 98

NetBase

FEBRUARY 26, 2020

News articles. There’s lots to be said for having an overarching sense of your category – and most businesses do. And nothing pops quite as well as a visual representation of a category. We do this by aggregating and analyzing social media, customer reviews, product reviews, forums, blog posts, news articles and so much more.

Consumers 67

Consumers Brands Social Media Marketing 67

Lithium

MAY 18, 2021

Here’s some good news to start your week: the Khoros Kudos Awards deadline has been extended to Friday, June 4! This gives you an extra week to pull together your story and share your successes in the 12 award categories. Best-in-Class Care. Best-in-Class Community. Best-in-Class CX Insights. Best-in-Class Marketing. The Accelerator.

Social Media 52

Social Media Connections Customer Engagement Engagement 52

Lithium

MAY 17, 2021

Here’s some good news to start your week: the Khoros Kudos Awards deadline has been extended to Friday, June 4! This gives you an extra week to pull together your story and share your successes in the 12 award categories. Best-in-Class Care. Best-in-Class Community. Best-in-Class CX Insights. Best-in-Class Marketing. The Accelerator.

Social Media 52

Social Media Connections Customer Engagement Engagement 52

Kustomer

MARCH 30, 2021

Are you someone who likes to learn new things? Well, we have great news for you! Today, we’re excited to announce the launch of our brand new learning management system, Kustomer University. Head to Settings > Feature Requests and select Training as your request category.

Training 98

Training Roadmap Course CRM 98

Strativity

JANUARY 6, 2023

Indifferent service is all too often the norm at fast-food chains, but with gloomy economic headlines dominating the news, Quick Service Restaurants (QSRs) need to create exceptional customer experiences to survive—and even thrive—during a recession. COVID triggered a forced acceleration of digital transformation across the QSR category.

Omni-Channel 52

Omni-Channel Consumers Case Study Brands 52

Lithium

DECEMBER 21, 2020

In this blog we’ll cover the following redesign changes: New menu. New avatars (action may be required). New featured content. Category changes. New rank icons. The latest and greatest Atlas content is now represented through a new featured posts section that will be updated weekly. Category changes.

Customer Journeys 52

Customer Journeys Brands Feedback Strategy 52

Eptica

APRIL 18, 2017

Author: Katy Le Tags: news produits Categories: news produits. Categorie(s): news produits Date: Tuesday, April 18, 2017 [Vidéos] 3 jours de démos Eptica au salon Stratégie Clients. Published on: April 18, 2017. Share this page on: Tweet.

48

48

NetBase

SEPTEMBER 4, 2020

And your company’s needs will be unique and largely driven by whatever industry category you inhabit. This super important catch-all, foundational category should be able to pull in (via API feeds) and integrate all sorts of structured and unstructured data from the social web, news sources, company and patent data and so much more.

Tools 98

Tools Brands Ecommerce Advertising 98

Eptica

APRIL 18, 2017

Author: Anne-Claire Bellec Tags: news produits Categories: news produits. Categorie(s): news produits Date: Tuesday, April 18, 2017 Author: Anne-Claire Bellec 3 jours de démos : retour sur notre première journée à Stratégie Clients en vidéo ! Published on: April 18, 2017. Share this page on: Tweet.

48

48

Eptica

FEBRUARY 5, 2020

They want to engage with a brand that matches their views and aspirations so it is no surprise that some of the top scorers in this category are the likes of John Lewis and First Direct who focus on building trust and reassurance. Do they trust the organisation to deliver what they are looking for, beyond a simple product or service?

Customer Satisfaction 72

Customer Satisfaction Social Media Loyalty Consumers 72

Eptica

APRIL 8, 2020

Some findings were not new – for example, the 55+ age group was the most likely to pick up the phone, with 16-24 year olds the least likely to call. Categorie(s): News Digital channels are now a vital part of the customer relationship, across every sector. However, this doesn’t tell the whole story.

Self Service 79

Self Service Customer Service Social Media Study 79

Eptica

APRIL 18, 2017

Author: Anne-Claire Bellec Tags: news bonnes pratiques tendances et marchés IA Categories: news bonnes pratiques tendances et marchés IA. Categorie(s): news bonnes pratiques tendances et marchés IA Published on: April 18, 2017. Share this page on: Tweet.

48

48

NetBase

OCTOBER 15, 2019

Social analytics can help keep tabs on your client’s online reputation and if something does go ‘off rails’, breaking bad news to clients can be softened, when it’s backed up by social insight. Understanding how consumers talk about your brand, and your category, on a consistent basis is critical to any brand health strategy.

Social Media 62

Social Media Analytics Trends Brands 62

Blake Morgan

JUNE 7, 2023

Best of the Fleet: Alaska Alaska Airlines earned the top spot in the competitive airline ACSI category after increasing its score by 8% from last year to a solid 81. Those results are stunning after the numerous times Southwest has been in the news lately for canceling thousands of flights due to faulty technology and poor leadership.

Airlines 59

Airlines Customer Experience Data Effort Score 59

Forrester's Customer Insights

FEBRUARY 8, 2023

In June 2022, the headline inflation in the US reached a 40-year high of 9.1%, spurring multitudes of news articles about the US economy and its impact on the US consumer wallet. The headline inflation number is important, but keep in mind that inflation varies (sometimes significantly) by category.

Consumers 26

Consumers Retail Trends Customers 26

BirdEye

AUGUST 1, 2022

That’s great news for local business owners, especially those who take advantage of everything Google Local Service Ads has to offer. Google currently supports a variety of businesses, but eligibility depends on your job category and location. A complete list of job categories can be found on the Local Services Help page.

Insurance 98

Insurance Marketing Advertising Connections 98

Eptica

OCTOBER 18, 2017

Author: Pascal Gauvrit Categorie(s): News Best Practice Trends and Markets Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. I’ll provide an update as we get nearer the deadline in 2018, explaining how we are ensuring compliance for both ourselves and our customers.

Customer Experience 88

Customer Experience Software Trends Consumers 88

Gainsight

MARCH 31, 2020

The crisis has naturally sorted companies into three categories: Category 1: Businesses in the ecosystems of in-person restaurants, hotels, airfare, energy, in-person retail, and the like might be challenged to buy or retain anything. Category 2: Companies not in Category 1 or 3—the messy middle. Conclusion.

Survey 105

Survey Industry Airlines Hospitality 105

Eptica

MARCH 26, 2020

They are also the most impatient, with the highest percentage demanding answers faster than other groups in seven out of eight categories 45-54-year olds This group is extremely comfortable using the phone to contact brands – but appear to be pressed for time - 73% would hang up if they don’t get their problem solved in 15 minutes.

Self Service 72

Self Service Strategy Social Media Groups 72

Lithium

MAY 7, 2020

In this blog we’ll cover the following redesign changes: New menu. New avatars (action may be required). New featured content. Category changes. New rank icons. The latest and greatest Atlas content is now represented through a new featured posts section that will be updated weekly. Category changes.

Customer Journeys 52

Customer Journeys Brands Feedback Strategy 52