IntouchInsight

MAY 1, 2023

From Consumer Trend Reports to the Annual Drive-Thru Study , Intouch Insight has been a trusted source of customer experience data for years. Now, in 2023, we're launching a new annual report - Emerging Experiences.

Meeting 284

Meeting Report Trends Study 284

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? Eliminate company silos 1.

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

NetBase

NOVEMBER 25, 2019

The 2019 Consumer Packaged Goods Industry Report is here! It’s full of consumer insight that will drive sales this holiday season – and well into 2020. The industry is evolving with more consumers changing how they purchase products, with over $58.6 That part is something we’ll leave for you to discover in the report.

Social Media 52

Social Media Report Consumers Industry 52

NetBase

NOVEMBER 25, 2019

The 2019 Consumer Packaged Goods Industry Report is here! It’s full of consumer insight that will drive sales this holiday season – and well into 2020. The industry is evolving with more consumers changing how they purchase products, with over $58.6 That part is something we’ll leave for you to discover in the report.

Social Media 52

Social Media Report Consumers Industry 52

NetBase

MAY 30, 2019

When offering a top-notch experience is your product, you’ve got your work cut out for you in today’s consumer-empowered climate. Here are some highlights from the NetBase report 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics. One Super Easy Box to Check. Want an edge?

Hospitality 56

Hospitality Analytics Report Consumers 56

Lumoa

JULY 21, 2022

We’ll also go over the role of the customer experience in European telecom and how this variable affects the perception of consumers in this segment. . Finally, we’ll share general steps to improve CX within your organization and discuss what the future holds for the telco customer journey in Europe. Company Reputation.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. By leveraging customer experience design, businesses can create customer experiences that drive customer loyalty and business growth.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

NetBase

OCTOBER 5, 2018

Renewed focus on creating a top-notch customer experience is all the rage – in fact, it’s table stakes. So why are brands missing so many opportunities on the customer experience analytics front? Customer Satisfaction Tops the Priority List. What brands really need is to bring all consumer data into a single hub.

Omni-Channel 45

Omni-Channel Analytics Consumers Report 45

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

Oracle

OCTOBER 9, 2019

This is a preview of the on-demand webinar, Digital Transformation of Customer Experience Management: The Role of Cloud Technology. Cloud technology plays a key role in helping brands take their CX management to the next level. times annual increase in customer satisfaction rates.

Customer Experience Management 65

Customer Experience Management Technology Customer Experience Management 65

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. Download report for $195. EMC Corporation.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Investigators by 360Connext

JANUARY 23, 2024

Yet this has to be part of a bigger, more comprehensive understanding of your customer’s journey. Nielsen Norman Group reported how mobile-first web designs can cause user issues when used on a desktop that often requires more scrolling. One report from Statcounter GlobalStats shows more than 59% of web traffic is mobile-based.)

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

COPC

JULY 21, 2017

The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. This year’s report, which is the tenth in the series, features two new sections: The Purchase Experience and Customer Effort.

Report 40

Report Consumers Customer Experience Management Groups 40

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

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. Now to brass tacks.

Consumers 75

Consumers Automotive Social Media Loyalty 75

NetBase

JULY 23, 2020

There’s a disconnect when comparing consumer reports and surveys against consumer sentiment. Why it is that despite low ratings for Tesla on a recent report, their brand passion still ranks high. You’ll see that ratings are custom and related to the product being reviewed. Surveys vs Sentiment.

Consumers 52

Consumers Survey B2C Social Media 52

Lumoa

JANUARY 19, 2023

Your team must be skilled in market research and analysis, be the voice of your consumers, and be the driving force behind change and the elimination of pain points. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one.

Customer Experience Management 43

Customer Experience Management Customer Experience Management Customer Journeys 43

NetBase

DECEMBER 3, 2019

Why are very obvious customer needs and wants left unmet in many categories? The 2019 Consumer Experience Analytics Report: EMEA has answers! And the verticals include technology; media and entertainment; consumer products; banking and finance; health and pharmaceutical; and, retail. Customer Journey Disconnect.

Report 52

Report Analytics Entertainment Survey 52

Lumoa

MARCH 12, 2023

A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

GetFeedback

DECEMBER 21, 2018

It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Comm100

MARCH 2, 2022

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. In the same report surveying 600 marketers of director-level and above, 82% believe they are meeting CX expectations.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

InMoment XI

FEBRUARY 6, 2024

Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. Answering a complaint on social media can increase customer advocacy by 25%. EveryoneSocial.

Social Media 260

Social Media Marketing Advertising Feedback 260

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Customer experience wasn’t always given this much importance.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Customer experience wasn’t always given this much importance.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. Contact centers have to adapt and continuously evolve in order to meet customer expectations. Consumer Behavior, Higher Expectations are Changing the Game.

Contact Center 306

Contact Center Self Service Analytics Banking 306

NetBase

JULY 22, 2020

Here, we’ll take a look at some of the some of the changes taking place in the market and what luxury brands are doing different to meet the needs of consumers right now. What luxury consumers really want from brands. consumers believe luxury brands should engage in manufacturing practices that are environmentally friendly.

Consumers 59

Consumers Meeting Brands Ecommerce 59

BirdEye

NOVEMBER 15, 2023

These reviews are prominently displayed on your Facebook Page, and they provide valuable social proof that potential customers often seek before making purchasing decisions. The platform offers a free version which allows businesses to claim their profile, respond to reviews, and get a basic understanding of customer feedback.

Retail 109

Retail Brands Consumers Case Study 109

COPC

APRIL 3, 2018

This 76-page report extends trendlines from previous CXMB Series Corporate Edition reports and continues to provide broad channel coverage, while also exploring new topics such as channel consistency, quality programs and customer experience priorities. About the CXMB Series. A joint research project between COPC Inc.

Customer Experience Management 40

Customer Experience Management Customer Experience Management Chatbots 40

NetBase

NOVEMBER 8, 2019

Brands put lots of work in to capturing an increasingly complex consumer base. We explore that and more in our latest 2019 Consumer Experience Analytics Report: North America – and we have a preview of it below! Consumer Experience Data is Overwhelming. The data available to brands can be overwhelming.

Report 45

Report Sales Brands Analytics 45

Service Untitled

SEPTEMBER 13, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives American consumers report downward trends in customer service satisfaction Cheryl September 13, 2010 Customer Satisfaction , Customer Service No Comments Empathica Inc., noted the downward trends. Of the 31.5% in the second quarter.

Report 43

Report Consumers Survey Customer Satisfaction 43

COPC

SEPTEMBER 25, 2018

The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del Rey, California. CXMB Series reports are produced in partnership between Execs In The Know and COPC Inc.

Consumers 40

Consumers Report Survey Customer Experience Management 40

NetBase

NOVEMBER 8, 2019

Brands put lots of work in to capturing an increasingly complex consumer base. We explore that and more in our latest 2019 Consumer Experience Analytics Report: North America – and we have a preview of it below! Consumer Experience Data is Overwhelming. The data available to brands can be overwhelming.

Report 40

Report Brands Sales Analytics 40

COPC

AUGUST 18, 2016

Summary of Consumer Research Now Available. New Questions, New Trends in the Customer Experience. The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. What’s New In This Year’s Consumer Report.

Consumers 40

Consumers Social Media Survey Customer Journeys 40

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? A customer persona helps humanize the customer to the point you might refer to them by a fictional name.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Why do you need Customer Experience Management? Voice of the customer: where to start?

Customer Experience 376

Customer Experience How To NPS Touchpoint 376

BlueOcean

SEPTEMBER 27, 2021

Read more > The Amazonizing of Customer Experience. Because Amazon is such an industry monolith, it’s incredibly rare to find consumers who aren’t familiar with the Amazon standard of customer experience. As such, it’s not uncommon to see customers comparing other brands—even B2B brands—against the giant.

Customer Experience 177

Customer Experience Contact Center B2B B2C 177