InMoment XI

NOVEMBER 30, 2023

Your company’s reputation is arguably more important than your product or service. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. Time-Efficiency Monitoring your brand manually across various online channels can be time-consuming.

Brands 378

Brands Management Multi-Channel Social Media 378

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

InMoment XI

NOVEMBER 8, 2023

The Australian financial services industry operates in a tightly regulated environment, with a myriad of compliance obligations that must be met. This includes designing products consistent with customer objectives, financial situations, and needs, as well as monitoring customer outcomes to ensure product alignment.

Voice of Customer 260

Voice of Customer Financial Customer Centricity Guidelines 260

InMoment XI

JULY 13, 2023

In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. How Prepared Do You Feel for Consumer Duty? What Have Been Your Biggest Challenges in Getting Ready for Consumer Duty?

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

InMoment XI

FEBRUARY 9, 2024

The automotive industry is in the midst of a huge transformation. It’s driven, in part, by product innovation. At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. There are many reasons why more consumers are willing to buy vehicles online, with convenience topping the list.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

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. Start by delving deep into your customers’ perspectives, their pain points, and their expectations.

NPS 260

NPS Customer Centricity Tips Automotive 260

C3Centricity

APRIL 9, 2024

However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services. and then composing messages that resonate with them. B2B decisions are driven by logic and ROI.

B2C 226

B2C B2B Strategy Marketing 226

InMoment XI

FEBRUARY 7, 2024

The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

InMoment XI

MARCH 1, 2023

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. What Is Consumer Duty? What Are the Details of the New FCA Consumer Duty?

Financial 260

Financial Consumers Customer Centricity Meeting 260

Lumoa

DECEMBER 19, 2023

However, manually sifting through and evaluating this feedback can be incredibly time-consuming. From enhancing customer support experiences to predicting market trends, AI empowers businesses across industries to make data-driven decisions that resonate with their audience.

Analysis 208

Analysis Social Media Trends Feedback 208

Lumoa

JULY 21, 2022

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. .

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Experience Matters

DECEMBER 23, 2019

consumers across 20 industries. This research examines the correlation between customer experience and the likelihood of consumers to exhibit the following behaviors: purchase more products or services, recommend a company, forgive a company, trust a company, or try a company’s new product or service.

ROI 275

ROI Consumers Loyalty Industry 275

BlueOcean

OCTOBER 4, 2023

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. and, obviously, for brands serving consumers in Mexico and South America, Spanish is a necessity.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

TechSee

AUGUST 10, 2023

With over 30 million interactions logged annually, TechSee has greater than 1,000 customers and is used by industry leaders including 5 of the top 10 global telecom companies, 2 of the top 3 U.S. Simply put, text and voice are not enough for today’s highly demanding consumer. and Madrid.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Build Relationships with Strangers.

Hospitality 268

Hospitality Customer Centricity Hotels How To 268

Experience Investigators by 360Connext

JUNE 8, 2021

If you don’t, then collect whatever feedback you can from inputs like social media and product reviews. Don’t get stuck in the “our customers only care about our product” fantasy. Look for customer experience trends across all industries. Almost without exception, most leaders tell me their industry is “unique.”.

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. The advent of live chat has revolutionized the customer experience, the agent experience, and overall productivity. Find out more here.

Abandon Rate 227

Abandon Rate Chatbots Customer Service Representative Knowledge Base 227

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

BirdEye

NOVEMBER 9, 2023

This blog post aims to shed light on the best insurance review sites empowering your business to enhance its online presence and improve customer experience in the insurance industry. This feedback is crucial for potential clients when making decisions, as trust plays a vital role in this industry. Watch the Free Demo Now.

Insurance 111

Insurance Financial Feedback Consumers 111

BirdEye

NOVEMBER 15, 2023

Retailers often use Facebook to share content such as promotional videos, product links, and eye-catching images to attract and retain customers. Trustpilot Trustpilot is an online review platform where consumers can post reviews about businesses and services — it’s a great tool to build credibility and trust for your retail business.

Retail 111

Retail Brands Consumers Case Study 111

West Monroe

JULY 19, 2023

The new Manufacturing Leadership Council (MLC) study about artificial intelligence , as a part of MLC’s Manufacturing in 2030 Project, reveals that a majority of manufacturers are underway with AI pilot projects in areas such as production, IoT data analysis, preventive maintenance, quality management, and supply chain management.

Leadership 52

Leadership Industry Analysis Study 52

West Monroe

FEBRUARY 11, 2024

From conversations at the Manufacturing Leadership Council’s December 2023 Manufacturing in 2030 event, it became clear that the industry is still far from delivering on the vision of Industry 4.0. Although we have been discussing the value of industry 4.0 ” What does that mean?

Industry 52

Industry Case Study Analysis Technology 52

West Monroe

DECEMBER 5, 2023

Build products that your customers love Leveraging our latest Digital Disconnect research of 700 C-suite executives and 5,000 consumers, we’ll tell you how your product and customer capabilities compare to your industry leaders and how they align to what your consumers want. West Monroe knows how.

Financial 52

Financial Industry Consumers Customer Experience 52

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

NPS 146

NPS Comparison Survey Net Promoter Score 146

ShepHyken

MARCH 31, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? If we don’t have a product or service that meets a customer’s needs, we will go out of business.

Customer Service 80

Customer Service Government B2B B2C 80

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience.

Insurance 111

Insurance Industry Customer Experience Self Service 111

West Monroe

MAY 18, 2023

Doug Laney Email A senior manager, David leads our Industry 4.0 initiative for the Consumer & Industrial Products practice nationally. An originator of “Infonomics,” he builds data fluency and derives value from data.

Data 52

Data Leadership Innovation Analytics 52

Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Retently

MARCH 29, 2023

Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Blake Morgan

FEBRUARY 20, 2024

                                           The auto industry speeds through a transformation, driven by factors like electric vehicles, self-driving tech, and the increasing importance of customer experience. For regular updates on customer experience, sign up for her weekly newsletter here.

Automotive 52

Automotive Industry Customer Experience Competitive Advantage 52

ShepHyken

APRIL 1, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? If we don’t have a product or service that meets a customer’s needs, we will go out of business.

Customer Service 76

Customer Service Government B2B B2C 76

West Monroe

APRIL 17, 2024

Beyond just the large and growing shortage of workers , there’s an equally troubling deficit of the digital skills needed to power the move toward smart manufacturing and Industry 4.0. Industry leaders recently ranked “building a stronger and more resilient workforce” among the top three investment priorities for 2024.

Leadership 59

Leadership Culture Competitive Advantage Study 59

ShepHyken

APRIL 14, 2024

Many of the articles in these weekly roundups are tied to specific industries. Those forces from the days of the pandemic look to continue well into 2024 as stubborn inflation and higher interest rates continue to burden brands and retailers, which are faced with the unenviable task of balancing increasing costs with what consumers can bear.

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

NobelBiz

APRIL 23, 2024

The debt collection industry is undergoing a major shift. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements. Legal and Ethical Considerations Debt collection agencies are bound by laws that protect consumers from abusive practices. In the U.S.,

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

CSM Magazine

JANUARY 8, 2024

Consumer services address our daily needs, such as food, leisure, and health. For those inclined toward people interaction and seeking a sought-after career with specialization opportunities, we advise them to study the consumer services field. Unlike customer service, consumers might not be direct buyers but benefit from support.

Consumers 52

Consumers Healthcare Social Media Exceptional Customer Service 52