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

Experience Matters

JUNE 4, 2018

consumers about their recent interactions with more than 300 companies across 20 industries. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

Report 185

Report Study Industry Interaction 185

Aveus

MAY 18, 2021

At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. There’s a growing emphasis on consumer experience across industries, and healthcare is no exception. Why You Need to Look Holistically at Your Programs and Consumer Experience. By Medecision.

Consumers 130

Consumers Healthcare Metrics Case Study 130

SurveySensum

MAY 9, 2024

Quality healthcare depends on effective communication, as proven by staggering statistics. Over 70% of medical errors are caused by poor communication, costing billions annually. This article will discuss five effective ways to build patient trust and improve healthcare communication. Only 11% believe patients will agree.

Communication 52

Communication Loyalty Programs Healthcare Loyalty 52

InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today.

Retail 260

Retail Customer Experience Effort Score Social Media 260

DemandJump

FEBRUARY 12, 2021

Consumer research is the process by which businesses track and analyze patterns of consumer behavior from the first clickthrough to the initial purchase.

Consumers 93

Consumers Report Communication Data 93

InMoment XI

APRIL 24, 2024

In the dynamic landscape of healthcare, where patient care is paramount, the role of healthcare contact centers has emerged as a vital component in ensuring seamless communication and efficient service delivery. Multichannel Communication : Patients expect flexibility in how they communicate with healthcare providers.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

Beyond Philosophy

FEBRUARY 1, 2024

The pandemic resulted in an acceleration of the digital transformation of analog experiences at an unprecedented pace, changing the way people communicate, work, and shop. Next, double-digit inflation in all areas of consumer goods has wreaked havoc on consumer spending habits. It’s also easy to use. Have something to say?

Consumers 78

Consumers Self Service Survey System 78

Kustomer

MARCH 24, 2022

While phone support may never be eliminated entirely, younger generations prefer different ways of communicating, and that is reflected in the predictions for how channel preferences will change. These channel predictions from CX professionals are reflected in consumer survey data as well. Neither did Instagram. Less Popular.

Self Service 116

Self Service Consumers Chatbots Social Media 116

Vonage

FEBRUARY 23, 2017

To help arm you with the information needed to thrive in this competitive environment, here are 10 stats that tell you everything you need to know about today’s consumer. Half of consumers move on after poor customer service. If consumers are not happy with the service you provide, they usually don’t think twice about switching.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Stella Connect

DECEMBER 7, 2021

For answers, our team at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers in the US and UK to uncover key drivers of customer sentiment , behavior, preferences, and loyalty. 5 Best Practices from Our 2022 Insights on the Future of Customer Service Report. 5: Agent tone and communication style.

Report 99

Report Customer Service Effort Score Customer Satisfaction 99

InMoment XI

NOVEMBER 30, 2023

Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level.

Brands 378

Brands Management Multi-Channel Social Media 378

Comm100

MAY 7, 2024

54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Adopt an omnichannel approach Customers today expect to communicate with businesses through their preferred channels, whether that’s email, live chat, social media, or phone calls.

Customer Service 188

Customer Service Strategy Self Service How To 188

Kustomer

MARCH 14, 2022

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. The less effort, the better — and with the digital-first consumer, chat is often better. Why Consumers Love Chat.

Consumers 98

Consumers Self Service Chatbots e-support 98

CSM Magazine

JANUARY 17, 2024

This communication format gained huge traction following the COVID-19 pandemic where remote working became the need of the hour. Most customers report that they can watch the entire video and may often replay them a few more times. How Can Enterprise Video Platforms Transform Communication?

Video 52

Video Communication Training Social Media 52

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions. Why is Conversational Intelligence Important?

e-support 260

e-support Healthcare Multi-Channel Call Center 260

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

Comm100

NOVEMBER 8, 2018

Top Types of Customer Communication Channels. Adding a new customer communication channel can seem like great business sense, either to embrace a new section of customers, or deflect from other channels. Unlike chat, ticketing doesn’t rely on real-time, person to person communications. Knowledge base. Social media.

Communication 128

Communication Social Media Knowledge Base Chatbots 128

Second to None

MARCH 2, 2021

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. You can, and should, use the brand experience as a frontline tool to turning consumers into customers — and loyal ones. How Do Consumers “Experience” a Brand? Offering a mobile communication option.

Consumers 109

Consumers Brands Customer Experience Social Media 109

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

InMoment XI

JANUARY 20, 2024

Ultra-Personalized Experiences for Every Shopper In the world of retail, generic, one-size-fits all communication and experiences were once the norm. Retail consumers expect, and sometimes demand, experiences that are tailored to their unique needs and preferences. Today, generic experiences no longer cut it.

Retail 260

Retail Customer Experience Social Media Chatbots 260

SurveySparrow

JULY 31, 2023

Did you know that advances in artificial intelligence are changing the way brands gather and activate consumer insights? AI in market research has become a game-changer, empowering businesses to delve deeper into consumer behaviors, preferences, and motivations. Reports back this up. Let’s look at the process: 1.

Consumers 52

Consumers Marketing Social Media Analysis 52

Comm100

MARCH 7, 2023

We asked them: what support factors are most important to them what are their preferred communication channels how quickly a potential school needs to respond to their query how important is it for schools to provide 24/7 support. To access all the results and data from the survey, download the report.

Survey 179

Survey Chatbots Wait Times Report 179

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. 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.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Pretium Solutions

JUNE 6, 2023

Scams are an unfortunate reality in our digital age – but reporting scams can help the problem As technology advances, so do the tactics scammers use to deceive their victims. It’s crucial to learn how to report these scams and protect yourself from potential losses. You can report scams online at www.scamwatch.gov.au

Report 52

Report Social Media Banking Exercises 52

CSM Magazine

MARCH 6, 2023

Landbot, the no-code chatbot platform for conversational experiences, has launched an industry report that confirms WhatsApp is the up-and-coming communication channel for businesses. To access the full report on The Rise of WhatsApp-led Growth, click here. I’m using the term ‘WhatsApp Led Growth’ to describe this phenomenon.

Consumers 59

Consumers Chatbots Customer Journeys Report 59

2020 Research

AUGUST 21, 2023

Sago’s quest to continually revolutionize consumer research has led to the development of On-the-Go Product Testing. With this improved solution, companies can now gather deeper insights into their consumers’ behavior, needs, and preferences while maintaining data quality during product development.

Consumers 52

Consumers Video Analysis Consulting 52

BirdEye

NOVEMBER 10, 2023

Genesis Counseling Center faced this challenge head-on and embraced the power of AI for reputation management to manage its customer communications. A remarkable transformation in how they communicate and connect with their patients. The integrated Messaging platform merges communications channels into one place to improve efficiency.

Communication 57

Communication Chatbots Conference Customers 57

CSM Magazine

MARCH 14, 2022

Chatbots and Intelligent Virtual Assistants are on the customer engagement frontlines, interacting with consumers every day. Leveraging conversational AI to support rich two-way dialogues, they help facilitate seamless real-time communication and resolution, as well as help build a company’s brand credibility and boost engagement.

Chatbots 98

Chatbots Consumers Healthcare Travel 98

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS. Download report for $495. includes report plus dataset in Excel). Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Optimove

FEBRUARY 23, 2023

Marketing fatigue happens when consumers become overwhelmed or disengaged with marketing messages due to the volume or repetition of advertising. It can make consumers more skeptical or even annoyed by marketing messages, causing them to tune out or disengage from future marketing efforts.  Cold consumer shoulder!  Pick yours.

Consumers 52

Consumers Marketing Advertising Brands 52

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. consumers about their recent interactions with 283 companies across 20 industries. consumers about their recent interactions with 283 companies across 20 industries. Download report for $195.

Report 120

Report Customer Connectedness Groups Retail 120

NobelBiz

FEBRUARY 15, 2023

Reaching out to potential consumers in some form, whether it be via social media, SMS, webchat or phone contact, is the first order of business in any call center. A poorly managed opening of a new communication channel can have a negative impact on both customer satisfaction and call center.

Call Center 52

Call Center Communication How To Omni-Channel 52

2020 Research

AUGUST 26, 2022

The Looming Economic Storm: How Consumer Banks Will Survive This Recession. Explore our five key findings from the 2022 US Banking Industry Loyalty Report, created in collaboration with Apex Scoring System. Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges? So, make their why your thing!

Banking 52

Banking Consumers Loyalty Groups 52

Optimove

APRIL 23, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: The 2024 Optimove Insights Report on Marketing Fatigue provides crucial insights for marketers. Key takeaways: Excessive and irrelevant marketing messages overwhelm consumers, leading to increased unsubscribes. citizens in January 2024.

Marketing 75

Marketing Survey Report Consumers 75

BlueOcean

OCTOBER 4, 2023

The most recent census reports that 21.4% 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. of Canadians speak French as a first language. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Alida

JUNE 29, 2016

Storytelling is the key to effectively communicating insight. Effectively communicate your insight. Use data visualizations to effectively communicate insight. Make customer insight easy to consume for your stakeholders and team members. Make beautiful and responsive reports. Create clarity.

Communication 140

Communication Data Innovation Analysis 140