What 1000 Consumers Say About Bad Customer Service
DECEMBER 8, 2016
Word of mouth marketing is one of the most valuable forms of marketing with 92% of consumers believing recommendations from friends and family over all forms of advertising. The statistics support this too: 59% of consumers like to tell others about new products. CONTENTS.
Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity
MAY 22, 2016
The post Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity appeared first on C3Centricity. Marketing is an old profession. It’s been around for hundreds of years in one form or another.
Creating Digital Habits in Consumers to Inspire Digital Adoption
FEBRUARY 2, 2017
Creating Digital Habits in Consumers to Inspire Digital Adoption. Businesses around the world are undergoing a digital transformation, using technology to radically improve performance by rethinking what customers want most and creating operating models which offer competitive differentiation.
National Consumer Week 2nd November 2015
NOVEMBER 2, 2015
Week beginning 2nd November is National Consumer Week. Analysis by the charity shows that people are more likely to call its Consumer Service helpline with complaints about items such as toys, computer games and jewellery in January than any other time of year.
3 Truthful Behaviours of Millennial Consumers
Michel Falcon Experience
MARCH 23, 2015
I’d guess yes.Has your company formally strategized and developed a way to attract the millennial consumer? The post 3 Truthful Behaviours of Millennial Consumers appeared first on Michel Falcon Customer and Employee Experience Expert
Magic Mirror Reflects Major Innovation for the Connected Consumer
DECEMBER 17, 2014
Visit me on the web at MikeWittenstein.com More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting.
Full steam ahead to a better consumer deal for Rail passengers
OCTOBER 1, 2016
It’s good news for rail passengers today, as their rights are boosted by the Consumer Rights Act, giving a much better deal on compensation for delays, cancellations and overcrowding. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! Press release.
It's Here! Forrester's Consumer Privacy Segmentation
Forrester's Customer Insights
DECEMBER 15, 2016
For over a year now, I and several colleagues on our Technographics and Data teams have been working on a completely new way to understand consumers' complex feelings about privacy and personal data. We've been researching consumer privacy for a while now, but we wanted to bring it to life, and to provide our clients a way to assess their own customers' privacy sensitivities in order to best understand how to apply the frameworks we've developed over time.
The Changing Pattern of Consumer Communications
OCTOBER 27, 2016
consumers prefer to communicate with each other, analyzing their answers to the question, Which method would you most likely use to communicate with your friends? For the past several years, we’ve been examining how U.S. As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […]. Customer experience
The Churn of the Digital Consumer
APRIL 17, 2017
It’s no secret that consumers are growing more demanding, not less. Challenged by the growing customer preference for digital and the need to manage costs, organizations that succeed long-term will need to work hard to strike the right balance between the human and digital customer experience.
How Consumers Are Changing the Face of Customer Service (Infographic)
JUNE 2, 2016
While failure to address the changing consumer needs can put your business at risk. Consumers are mobile and self-reliant: they are talking, texting, browsing, chatting and tweeting more than ever.
Exclusive Chicago Auto Show Interview: Consumer-Driven Innovations
FEBRUARY 23, 2015
I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. The Chicago Auto Show, now in its 107th year(!),
What did the EU do for consumer law?
JUNE 21, 2016
I have been asked a lot what EU law affects consumer law and what would happen to consumer law should we leave the EU on Thursday. EU legislation is intended to give consumers across the EU equivalent rights. See the UK European Consumer Centre for more details. So what do we have consumer law related and what is likely to happen to them? The Consumer Rights Directive 2013 . Consumer Protection from Unfair Trading (Amendment) Regulations.
The Complaining Cow releases new edition of bestselling consumer rights guide
SEPTEMBER 3, 2015
Third edition of the popular book – Now updated for Consumer Rights Act 2015. Helen Dewdney, The Complaining Cow consumer campaigner and blogger at www.thecomplainingcow.co.uk has rewritten her Amazon bestseller “How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!” to reflect the latest changes in consumer law. The Consumer Rights Act 2015 comes into force on the 1 st October 2015. Press release.
A Guide to the Consumer Rights Act 2015
SEPTEMBER 1, 2015
The Consumer Rights Act 2015. This Act comes into force from 1st October 2015, when the following Acts will be repealed/amended: Supply of Goods (Implied Terms) Act 1973 will cover business to business contracts and consumer to consumer contracts only. Sale of Goods Act 1979/ Sale and Supply of Goods Act 1994 will still apply to business to business contracts and to consumer to consumer contracts.
Brands Ignoring Consumers on Social Media Are in Trouble (Infographic)
AUGUST 30, 2016
Gone are the days when we didn’t need to worry about using social media for customer support. But today, it’s not even a question. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand.
The Evolution Of Consumer Attitudes On Privacy
Forrester's Customer Insights
AUGUST 1, 2014
However, by using our Forrester''s Technographics 360 methodology, which blends multiple qualitative and quantitative data sources, we found that attitudes on privacy are evolving: Consumers are beginning to shift from a state of apathy and resignation to caution and empowerment.
Balance Consumer Needs with Business Needs
AUGUST 27, 2014
Businesses often feel challenged by balancing their customer’s needs with the needs of the business. This position of trying to balance needs suggests a compromise in which case both sides lose something. But there is a better answer.
What Causes Consumers To Keep Using Your App? Three Key App Features Stand Out
DECEMBER 10, 2014
Perhaps not surprisingly, we found that apps generate varying levels of engagement simply due to the type of app they are: Consumers access gaming apps more frequently than they access travel apps, for example. Consumer Mobile Activities.
Consumer champion says “Know your EU rights”
OCTOBER 22, 2015
Press release: Consumer champion says “Know your EU rights” As a nation the British aren’t very good at complaining. The Consumer Rights Act , introduced on the 1 st October, consolidated a number of Acts and introduced cover for digital goods, but with so few people currently knowing and using their legal rights the numbers complaining might decrease still further. 1) The Directive on Consumer Rights (2011/83/EC) [ 4] .
The 4 Powerful Emotions of Consumer Marketing
JANUARY 27, 2016
With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. Today’s consumer has a shorter attention span and will move on to the next thing in five seconds or less, so companies use humor to engage them the moment an ad begins.
5 ways you can prepare today for the consumer of tomorrow
JANUARY 5, 2017
Less than 15 years ago, online shopping had yet to take off and your target consumers were happy to research and buy products at bricks and mortar stores. From tablets to wearable tech, consumers now use an average of five connected devices to research, compare and purchase products.
International Day of Older Persons: Treat older customers properly & fairly, says consumer campaigner The Complaining Cow
SEPTEMBER 30, 2016
But frequently older persons are more vulnerable to being fobbed off by big companies when it comes to consumer rights such as being mis-sold or not gaining redress when they are entitled. These, and all traders and service providers, have to abide by consumer law. Press Release.
A guide to credit cards and the Consumer Credit Act 1974
NOVEMBER 9, 2015
You have a right to be refunded if you make a claim within 6 years (5 in Scotland) using Section 75A of the Consumer Credit Act 1974. However under Section 75 Consumer Credit Act 1979, the purchaser loses this legal protection if the card payment is processed via PayPal.
Do consumers who spend more get better service?
MAY 6, 2014
The New Golden Rule of Consumer Behavior
DECEMBER 22, 2015
Peace on Earth and goodwill toward man--admirable concepts, particularly at this time of year, but still considerably lacking among the general public as of late.
[Infographic] A Millennial's Perspective on the Millennial Consumer
JULY 26, 2016
Millennials, also known as Generation Y, are a big deal, and I’m not just saying that because I’m one of them. Customer Experience
Is it the Consumer’s Fault Customer Service is Vanilla?
Michel Falcon Experience
AUGUST 22, 2014
One thing that hasn’t changed is our behavior toward customer service as consumers. Let’s ensure our customer service expectations as consumers are aligned with what we deliver as a professional. The post Is it the Consumer’s Fault Customer Service is Vanilla?
Delivering what US consumers want
JULY 8, 2016
Date: Friday, July 8, 2016 Delivering what US consumers want. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.
The Consumer to Contributor Continuum (Part One)
Up Your Service
JULY 13, 2015
The Consumer to Contributor Continuum. People who live in developed societies are routinely referred to as “consumers.” Consumer” is a synonym for “customer” or “shopper”. And in these terms being a consumer doesn’t seem objectionable.
NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service
AUGUST 4, 2015
brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. consumers surveyed saying that they have higher expectations for service now than they did a year ago, and First Direct research survey showing that U.K.
Do Consumers Prefer Live Chat over Other Customer Service Methods?
Win the Customer
NOVEMBER 9, 2016
It’s no surprise that almost one third of all consumers are now expecting live chat to be available on any business website. Live chat is a customer service option that fits into the consumer’s lifestyle. Let’s look some of the benefits of live chat for both consumers and businesses.
NEW REPORT: 98% of U.S. Consumers Say Customer Service is Important in Choice of, Loyalty to Brands
JULY 7, 2015
State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when interacting with a brand or organization for customer-related questions and issues.
As Consumer Tech Remakes the Workplace, a Thoughtful Security Strategy Is the Best Defense
OCTOBER 26, 2016
For the most part, we’ve enthusiastically embraced this technology revolution in business, but recently it’s evolved to a point where consumer technology is now reshaping the workplace. I think we’d all agree the business landscape has changed dramatically over the past two decades.
CX leaders: Don’t let empowered consumers pass you by
MARCH 8, 2016
Empowering your consumers is the key to improved customer experience. I’ll always remember a session at an Advertising Research Foundation conference in 2008 delivered to an audience of consumer research professionals in New York City. As it turns out, this adaptation to the “lifestyles of consumers” actually could be summed up in one word: “empowerment”. Empowered consumers need to believe they have a share, she reasoned.
2015 Consumer NPS Benchmarks Study - Part III: Entertainment & Telecom
JULY 7, 2015
Consumer Reports says Apple does customer service better
MAY 6, 2013
For post-sales service, Consumer Reports ranked Apple Customer Service ahead of other companies for best PC tech support with the company scoring an 86 out of a possible 100 points. The ultimate success of a company is predicated on exceptional customer service experiences.