Why Consumers Trust Influencers Over Celebrities

QuestionPro Audience

There’s been a major disruption in consumer marketing in recent years. With DVR to fast forward through commercials and ad blockers on the internet, brands needed another way to reach consumers. People turn to them for advice, tips, and recommendations regarding consumer products.

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. The ability to check something 24/7 is an attractive feature for consumers who operate outside of a general 9-5 lifestyle.

5 Things Customers Expect from Customer Service Interactions


According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Here are five essential things customer expect from their customer service interactions—and what you can do to make sure they’re satisfied.

The Digital Revolution: Rising Consumer Expectations

NICE inContact

The highest growth is expected in the areas of messaging and AI-driven self-service , offering consumers more ways to connect with companies so they can select their channel of choice for the type of problem/issue to address. The impact on contact centers is broad, affecting forecasting and scheduling, interactions, capturing, quality, performance, analytics and more. The post The Digital Revolution: Rising Consumer Expectations appeared first on NICE inContact Blog.

The Health of the Contact Center: Are You Ready for 2019?

Eight out of 10 consumers will pay more for a great customer. experience, but 56 percent of consumers still switched service providers in the last year alone. interactions. For customers, it means interacting with brands via self- service tools, text and web chat.

4 Ways Wendy’s Uses Social Media to Attract Consumers

QuestionPro Audience

In their 2018 Super Bowl ad “Iceberg”, they used copy from McDonald’s website against them (“our beef is flash frozen to seal in fresh flavor”) and urged consumers to “skip the hamburgers at the Frozen Arches”. INTERACTIVE. Audience consumer interaction fast food Social Media

How to Build Customer Trust One Interaction at a Time


Every interaction we have with our customer influences whether or not they will return. According to the customer quotient study, consumers value a brand with: openness, relevance, empathy, experience, and emotion.

Businesses Are Confident in AI — But Consumers Are More Cautious

NICE inContact

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance. But consumers are more cautious. Then, we compared business responses with what more than 2,400 consumers told us about their actual service experiences in our 2018 study.

Happiness Affects How Consumers View Companies

Experience Matters

I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies? The data represented more than 106,000 interactions across 20 different industries.

Elevated Customer Experience Means Fast Action and Human Interaction

NICE inContact

Give Customers What They Want: Fast Action and Human Interaction. This sounds like it would be a no-brainer, but less than half of the consumers said they are satisfied with their experience, regardless of channel. Find out more about what consumers are saying in our research report.

Study: The Health of the Contact Center

Eight out of 10 consumers will pay more for a great customer. experience, but 56 percent of consumers still switched service providers in the last year alone. interactions. For customers, it means interacting with brands via self- service tools, text and web chat.

Examining 10 Emotions, 8 Interactions, and Resulting Loyalty

Experience Matters

As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. It turns out that […]. Customer experience Emotion

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth. The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service.

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service.

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?


Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge.

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The Top 3 Ways to Forecast for Your Contact Center

Most consumers can. interactions match. interactions handled. Include in your modeling other non-phone based forms of customer interaction, such as chat and email. calabrio.com 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM).

[NEW RESEARCH] Can your Contact Center Keep Up with Changing Consumer Demands?

NICE inContact

Can your contact center keep up with changing consumer demands? The 2018 survey reveals that use of digital channels is higher than phone – however use of “automated assistants” or chatbots by consumers for recent service interactions is still limited at only 8% globally.

Guest Blog: Mobile, Frictionless and Secure – The Experience Consumers Expect


This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns.

How to Use Interactive Video for Self-Service Support


Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering? Today’s consumers expect video in self-service support.

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence


If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. The post What Consumer Goods Companies Can Learn From Healthcare.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

Does a lack of human interaction cost businesses money?


But in a world seeing rapid advances in artificial intelligence, what price should we put on human interaction? Today’s always-connected consumers are more adept at seeking out their own answers than ever. Yes, consumers want to be able to contact businesses through a wider choice of channels. It revealed that a failure to meet customer expectations convinced 49% of consumers to use a competing product or service. Never underestimate the power of human interaction.

Consumer Emotions To Health Plans Differ Across Age Groups

Experience Matters

In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, researching a health plan. We analyzed the emotional responses across different ages of consumers after that interaction and found that: Consumers who are 44-years-old or younger tend to […].

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Authentic Interactions Break the Internet

Think Customers

As consumer usage rapidly grows, brands are taking to social media to express their values, introduce products, and launch initiatives. Social media is the world’s largest platform for people to exchange, argue, and find humor in their opinions and interests. Facebook alone had 2.27

4 food and consumer trends to watch

Gravy Analytics

Cheese to appeal to adults looking for a more interactive experience. The post 4 food and consumer trends to watch appeared first on Gravy Analytics. We need to entertain them, not just feed them.

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

Join Shep Hyken, bestselling author and Customer Experience expert in a fireside chat, where we will informally discuss the six principles from his bestselling book, "The Convenience Revolution" that underline this shift in consumer preferences.

Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key

NICE inContact

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Businesses are very confident while consumers are proceeding with caution. For one thing, the two groups agree that businesses should immediately inform consumers when they are interacting with a chatbot.

How Do Consumers Feel About Artificial Intelligence?

Smarter CX

Imagine: in a few years, consumers will be talking to robots on a regular basis. Just take a look at today’s popular consumer devices—Siri, Alexa, and even Google’s new AI assistant with a voice that is almost indistinguishable from a human’s on the phone.

5 Technologies Helping B2C Field Services Meet Consumer Demands


With B2C field services, a positive support experience is dependent on the customer’s perspective regarding a single interaction with a single technician. Consumers must take time from their personal schedules (losing work time, etc.)

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3 Ways Consumer Goods Companies Should Use Consumer Data


Although there is constant demand for new products, only 15% of newly introduced consumer goods will still be around in two years. So, how do consumer goods companies create innovative, new products that appeal to consumer-changing preferences?

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

Why Healthcare Organizations Should Focus on the Consumer


The patient is a consumer. What strategies can healthcare organizations implement to make sure their brand is trustworthy and that their brand reputation is positive for the consumer? . The Internet is one of the reasons healthcare is becoming more consumer focused.

Introducing The Consumer Tech Stack For Europe

Forrester's Customer Insights

In these posts he focuses on how technology is fundamentally changing the way we interact with the world around us and how that change is grounded in evolution. In the past few months, my colleague James McQuivey has written several blogs about the exciting times we live in.

Omnichannel Customer Experiences: Do Consumers and Businesses See Eye-to-Eye?

NICE inContact

In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. As businesses grow smarter in their ability to understand their customers, offering unique, individualized interactions is increasingly important.

Segment Your Customer Interaction Strategies

Second to None

Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. Brands are now responsible for managing more interaction channels than ever before, and poor service on any of these platforms can quickly change the way that customers perceive your organization. The post Segment Your Customer Interaction Strategies appeared first on Second To None.

How to Improve Customer Experience in an Era of Choice

What has changed, however, is how customers are able to interact. 3HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT Both businesses and consumers have a seemingly infinite amount of. has provided that 64% of consumers (B2C) and 80% of business buyers (B2B) expect.

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally


This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. Learning 1: Human interaction remains super important as part of broader omnichannel CX “package”. Beyond that, you should also be thinking of ways to optimize these human interactions.