Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

GetFeedback

NOVEMBER 20, 2018

Customer satisfaction: the brand maintenance metric. Customer satisfaction is broadly defined as the happiness level of a particular customer after a single interaction with a brand. Zendesk found that 39% of consumers avoid vendors for over 2 years after having a negative experience. See for yourself!

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

ReviewTrackers

FEBRUARY 24, 2021

Reputation marketing is a way of thinking about your reputation in the same way you think about your marketing – the more positive your brand’s reputation, the more growth you can deliver. According to Steve Olenski , contributor for Forbes, many brands don’t think about reputation management until a company crisis occurs.

Brands 104

Brands Marketing Sports Social Media 104

ShepHyken

MARCH 13, 2017

47 Social Media Statistics to Bookmark for 2017 by Alex York. 89% of social media messages to brands go ignored. If you find that stat interesting you’ll love what Sprout Social has put together in a special report titled “47 Social Media Statistics to Bookmark in 2017.”. Here are my top five picks from last week.

2017 91

2017 Article Social Media Customer Service 91

C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. These are the most shared marketing infographics of 2017. Brand Image, Equity, Personality & Archetypes: What Every Marketer Needs to Know. Your brand is not what you think it is!

2018 117

2018 Brands Customer Journey Mapping 2019 117

Beyond Philosophy

DECEMBER 20, 2017

Consumer confidence is a funny thing. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. 30% of U.S.

2017 153

2017 Retail Consumers 2018 153

delighted

JUNE 3, 2021

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. Omnichannel retail not only implies a brand’s presence in multiple channels (e.g.

Omnichannel 101

Omnichannel Retail Consumers 2021 101

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

Eptica

MARCH 21, 2019

Date: Thursday, March 21, 2019 Author: Olivier Njamfa - CEO & Co-Founder How does CX impact brand trust? Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers. The Eptica Digital Trust study aims to analyze just how successfully UK brands are achieving these fundamentals.

Brands 80

Brands 2019 Insurance Fashion 80

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. Zappos (@zappos) January 3, 2017.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

ShepHyken

APRIL 3, 2017

My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Entrepreneur) What makes a brand strong in 2017? Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics.

2017 76

2017 Article Social Media Customer Service 76

Alida

APRIL 19, 2017

A renowned luxury fashion brand announces deep job cuts. For many high-end companies, for instance, discounting prices will hurt both their revenue and their brand equity. Athleisure companies like Nike, Adidas and Lululemon have recently opened concept stores that provide a more engaging brand experience for customers.

Retail 173

Retail E Commerce Sports Fashion 173

Alida

DECEMBER 15, 2016

For example, if you discover that within your dedicated readers group, there is a growing number of young professionals, your content marketing strategy for 2017 should include new ways to target them. That’s one way to decide what content to focus on for the new year, but it’s also a massive, time consuming undertaking.

Feedback 213

Feedback Marketing Social Media 2017 213

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] 1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants.

Brands 74

Brands Measurement Magazine Customer Centricity 74

ShepHyken

MAY 1, 2017

This to me is perhaps the single most important reason why brands and businesses need to be on Twitter. TotalRetail) These trends combine to mean that social media is an increasingly important factor in retail brand differentiation. Consumers seek on-demand customer service as they shop both online and offline.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

DECEMBER 18, 2017

The Customer Experience Effect: A Look at We Learned in 2017 and What’s Ahead by Liliana Petrova. My Comment: I love learning from the top brands that are known for customer service and experience. Jet Blue is one of those brands. Here is a short lesson, but let me warn you. It’s a tease. My Comment: Wow!

2017 79

2017 Article Customer Service Customer Journey Mapping 79

Alida

JUNE 30, 2017

Vehicle sales are softening, and car ownership is down, especially among younger consumers. Mobility platforms and car sharing apps are giving consumers more reasons to forego owning a car, especially in urban areas. Reinvent the brand-customer relationship. – Understanding how customers engage with your brand.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

Brandwatch CX

JANUARY 3, 2019

Whether you’re looking for some stimulating reading with your morning coffee, a self-confessed data geek, or a marketer who wants to understand how Twitter can help your brand, we’ve got the Twitter stats for you. In Q3 2017 it was $590m. Twitter looks like it might turn a profit for the first time in the Q4 of 2017.

2006 111

2006 2007 2017 2015 111

Alida

MAY 8, 2018

Recent research released by the CMO Council found that increasing customer empowerment is “heightening the job security risks of chief marketing officers (CMOs), who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers.”.

Customer Experience 173

Customer Experience 2016 2017 Leadership 173

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).

White Paper 160

White Paper 2014 2015 2012 160

ShepHyken

NOVEMBER 27, 2017

Maritz Motivation) Most consumers join loyalty programs with self-serving motives. But, that doesn’t mean that consumers don’t appreciate brands who give them the flexibility to use their points and miles to give to others. 3 Ways to Make Your Loyalty Program More Social for the Holidays by Barry Kirk.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

MAY 8, 2017

CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. At the same time, how a company behaves while dealing with an angry customer is a huge determinant of how their brand is perceived.

2017 81

2017 Article Customer Service Airlines 81

ShepHyken

FEBRUARY 27, 2017

Personalization Becomes an Imperative for Brand Loyalty by Jim Tierney. Loyalty 360) Personalization is becoming a consumer expectation and a brand imperative to engender customer loyalty. The post 5 Top Customer Service Articles For the Week of February 27, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 75

2017 Article Customer Service Retail 75

ReviewTrackers

JULY 20, 2017

For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth. This is where brand reputation protection comes in. Why the Need for Brand Reputation Protection? 2017 Local Search Survey ). Brand Reputation Protection: Search.

Brands 72

Brands Social Media Feedback Consumers 72

ShepHyken

MARCH 20, 2017

COLLOQUY) The devices are consumers’ constant companion. As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. It’s about a conversation between the brand and the customer that empowers them to pursue resolution through whichever channel is most convenient.

2017 75

2017 Article Customer Service Social Media 75

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. A good product that appeals to the consumer is the deepest core of marketing, which is very hard to achieve. Sporty yet practical vehicle.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

Alida

JANUARY 10, 2018

A new report backs this up: “ For Love or Money 2017: Customer Loyalty – The Marketers’ Point of View ” found marketers plan to focus on customer loyalty in the next few months because it takes precedence over acquiring new customers. The first hurdle, according to the report, is the disconnect on how marketers and consumers define loyalty.

Loyalty 127

Loyalty Marketing Net Promoter Score NPS 127

ReviewTrackers

FEBRUARY 10, 2021

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Today, consumers rely on current customers to tell them whether or not a business is worth their time and money. There is only one way a customer can start a journey with your brand.

Management 123

Management 2017 Social Media 2015 123

Alida

SEPTEMBER 6, 2018

between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. Finally, consumers are feeling pretty good about the economy with 59.5% confident or very confident as of January 2018, according to the Consumer Mood Index.

Retail 243

Retail E Commerce 2017 2018 243

Customer Guru

DECEMBER 13, 2017

Sadly though, even today there are brands that think that it is just a buzz that will die with time. In the coming years, I am certain that brands will be competing with each other to deliver better customer experience and that customers would flock to the brand that does a great job at it. The Customer Experience Buzz.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

ShepHyken

OCTOBER 23, 2017

Study: Consumers rate privacy, transparency, and trust over customer service by Andrew Birmingham. Which-50) When it comes to deciding whether to stick with a brand or walk away it turns out that consumers rate privacy, transparency, and trust more highly than customer service. Follow on Twitter: @Hyken.

2017 74

2017 Article Customer Service Retail 74

NICE inContact

AUGUST 16, 2019

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. These are trends you can’t afford to miss.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Experience Investigators by 360Connext

JANUARY 23, 2024

Streaming platforms, podcasts, and even this article are self-selected by the media consumer. So when customers who have an established relationship with a brand are treated in the same way as, and I say this literally, everyone else, then that can lead to feeling unseen and unrecognized. It’s all about staying one step ahead.

Customer Experience 143

Customer Experience 2024 Omnichannel Customer Journey Mapping 143

Alida

NOVEMBER 29, 2017

At the 2017 Customer Intelligence Summit , Rick Parrish, a Forrester principal analyst servicing customer experience professionals, shared results of a recent study that shows an alarming lack of leadership in CX across all industries. shows that consumer satisfaction on their experience has stagnated, with 59% saying their experience is “ok.”

2017 127

2017 Leadership Customer Experience Professionals Metrics 127

QuestionPro Audience

MARCH 30, 2018

ESPN.com reports an estimated 70 million brackets were filled out in 2017, to a total of $10.4 Brands know they have an opportunity to reach a large audience, and spend the month engaging consumers via social media and advertising. billion in corporate losses in 2017. billion overall in bets. increase from 2016.

Brands 76

Brands Sports 2017 2016 76

ReviewTrackers

SEPTEMBER 23, 2021

Cultivating a high level of customer satisfaction is a priority for all restaurant brands because foodservice is one of the most competitive industries. Which consumer habits have changed. A 2017 survey from Statista showed 34 percent of consumers who were willing to order online spent up to $50 per order.

Customer Satisfaction 114

Customer Satisfaction 2017 Multi-Channel 2018 114