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

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 260

Net Promoter Score NPS Retail Trends 260

TechSee

AUGUST 16, 2022

TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry. The report focuses on the impact of the pandemic on consumer behaviors with the key findings showing a significant loss of product-dependent brand loyalty. About TechSee.

Loyalty 109

Loyalty Data Poor Customer Service Omni-Channel 109

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. Companies like theirs can meet current consumer expectations while anticipating future needs, securing a leading position in innovation and customer satisfaction.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

MAY 3, 2022

Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high. And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers.

Insurance 493

Insurance Tips Data Return on Investment 493

ProProfs Chat

AUGUST 28, 2020

That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. Is your CX strategy up to the task of meeting customers’ expectations going into 2024?

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Take The Lead! We look forward to discussing how we can support your growth and success.

NPS 260

NPS Customer Centricity Tips Automotive 260

Alida

AUGUST 18, 2017

In fact, 36 percent of customers are already frustrated that they’re not being treated like the loyal customers they are. The report, conducted in partnership with SAP Hybris, reiterates the growing importance of customer experience. Lack of customer insight might be to blame.

Study 157

Study Loyalty Brands Touchpoint 157

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The most recent census reports that 21.4% It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Intro Voice: (00:04).

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Stella Connect

DECEMBER 7, 2021

But what are the best practices that set customer-first companies apart from the rest? 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.

Report 99

Report Customer Service Effort Score Customer Satisfaction 99

Horizon CX

DECEMBER 1, 2023

Strategic Milestone: Amazon’s emphasis on customer satisfaction directly contributes to its strategic milestone of market leadership. By tailoring its services to meet and exceed customer expectations, Amazon has secured customer loyalty, driving market share growth, and enhancing its overall strategic position.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Alida

JANUARY 10, 2018

It’s always been easier to keep existing customers than land new one, but keeping loyal customers doesn’t come without its own set of challenges. But marketers tend to have their own ideas about what drives customer loyalty, and those ideas don’t always mesh with what the customer is thinking.

Loyalty 127

Loyalty Marketing Net Promoter Score NPS 127

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

CSM Magazine

SEPTEMBER 15, 2022

New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience, but Brands are not Empowering Contact Centre Employees for Success. 90% of managers think they are treating agents as brand guardians, yet only 33% of consumers agree. Loyalty is fleeting. Voice reigns supreme.

Consumers 52

Consumers Brands Customer Service Customer Experience 52

Oracle

FEBRUARY 13, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report.

Trends 95

Trends Loyalty Loyalty Programs Retail 95

delighted

JULY 13, 2022

If so, you’ve experienced customer loyalty. You can see why brands want to foster customer loyalty. You can see why brands want to foster customer loyalty. All of these feel-good moments build up customer trust over time and therefore increase customer retention. What is customer loyalty?

Loyalty 88

Loyalty Measurement Customer Experience Net Promoter Score 88

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. Customer retention statistics: More than 6 in 10 U.S. billion per year due to avoidable consumer switching. CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Yet this has to be part of a bigger, more comprehensive understanding of your customer’s journey.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. 83% of consumers expressed a need for some help on their online shopping journey. The customer is king” is an old saying, yet it has never been more relevant than it is now. Is Investing in Customer Service Really Worth It?

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Expectations. Personalisation. Resolution.

Report 229

Report Customer Experience Customer Centricity Fashion 229

Comm100

FEBRUARY 17, 2022

Today’s customer service expectations are at an all-time high, and many organizations are failing to meet the demand. New data outlined in a report by Acquia shows a massive disconnect between organizations and consumers. Only 10% of customers say that most brands are meeting their expectations for a “good experience”.

Meeting 189

Meeting Brands Customer Service Omni-Channel 189

Qualtrics

NOVEMBER 16, 2021

Consumers want better experiences in 2022, and businesses are failing to respond – risking on average 9.5% Read on for top-level insights from our Global Consumer Trends 2022 report. Trend 1: Consumers have had enough - and they’re willing to walk. Trend 3: Consumers will stop engaging - unless you take action.

Trends 49

Trends Consumers Report Feedback 49

Lumoa

JULY 21, 2022

Not only this, but as more professionals switched to a remote setup, telecom providers were also expected to bolster security and set better performance standards, all while creating a superb experience each step of the way. As we slowly progress to a post-pandemic reality, customers expect the same type of attention and service to continue.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Lumoa

JANUARY 19, 2023

Current state mapping helps organizations pinpoint where they are currently failing to meet customer expectations, as well as any areas that could benefit from further optimization. This type of mapping is useful for pinpointing gaps in customer service and uncovering areas of improvement.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Multichannel customer service is good, but omnichannel customer service is desired.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Simple Tricks to Earn Customer Loyalty. Intro Voice: (00:04).

Customer Expectations 69

Customer Expectations Management Communication Customers 69

Kayako

APRIL 1, 2022

Good customer service is the number one quality customers seek from eCommerce companies. A PwC study found that 73% of consumers say customer service experiences are more important in purchasing decisions than price or product features. Find out what trends will impact eCommerce customer satisfaction in 2022.

Ecommerce 225

Ecommerce Customer Satisfaction Trends Omni-Channel 225

delighted

JUNE 3, 2021

Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Consumer spending plunged amidst lay-offs and shelter-in-place orders. What we found is that a majority of US consumers are shopping online either via websites (41%) or apps (16%).

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

CSM Magazine

NOVEMBER 3, 2022

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.

Loyalty 52

Loyalty Brands Self Service e-support 52

Kustomer

AUGUST 12, 2022

Quick responses, personalization and empathy are must-haves for the NOW Customer , the consumer who sets their expectations for on-demand experiences on best-in-class companies like Amazon. However, what remains the same is that consumers want orders filled quickly and want them right the first time.

Customer Experience 98

Customer Experience Effort Score Loyalty Customer Journeys 98

QuestionPro Audience

JUNE 1, 2018

In this digital age, every interaction between a consumer and brand matters. Due to social media, everyone has a voice, and can air their grievances to a huge audience, which may deter prospective customers, and turn away current customers. CUSTOMER EXPERIENCE. Consumers are looking for a good experience.

Customer Experience 207

Customer Experience Social Media Consumers Loyalty 207

Kustomer

MAY 25, 2022

You read that statistic correctly: 77% of consumers under 25 say that chatbots are helpful, according to Kustomer’s own survey data. What does this mean for the future of customer experience channels? Today’s consumers expect a high level of customer support and they expect it on multiple channels.

Chatbots 105

Chatbots Consumers Social Media Customer Experience 105

Kayako

JUNE 9, 2022

What Is the Purpose of the Customer Journey? As we’ve seen, satisfaction at a single touchpoint in time is not a guarantee of customer loyalty. The purpose of the customer journey is to increase customer loyalty by building trust via a series of touchpoints over time.

Customer Journeys 255

Customer Journeys Self Service Touchpoint Customers 255