Kerry Bodine

JANUARY 23, 2017

If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? The concept of the journey itself is the key to finally delivering on the promise of brand differentiation via customer experience. How must existing interactions evolve? Because it’s not about the maps.

2017 76

2017 Touchpoint Workshop 2016 76

InMoment XI

OCTOBER 10, 2024

Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. To make sure your brand can benefit from the use of social media, you need to implement social media management. What is Social Media Management?

Social Media 195

Social Media Management 2024 2027 195

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

Strativity

MARCH 7, 2023

Brands need a strategy that incorporates generative AI. The sudden availability of this technology has brought with it challenges and opportunities for brands of every size, and this impact cannot be ignored. Why does ChatGPT matter to brands? Consider the past 10 years you have spent cultivating your brand personality.

Brands 98

Brands 2030 Workshop Consumers 98

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey.

Brands 74

Brands Measurement Magazine Customer Centricity 74

Experience Investigators by 360Connext

JANUARY 23, 2024

Over-Reliance on Chatbots While AI and chatbots are absolutely critical to your overall customer experience strategy, over-relying on them at the cost of human interaction can be detrimental. Ignoring the Shift to Not Just Mobile-First, but Omnichannel for Real Customers are increasingly using mobile devices for their interactions.

Customer Experience 143

Customer Experience 2024 Omnichannel Customer Journey Mapping 143

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 53

Contact Center 2017 Brands Hospitality 53

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. When consumers have friendly customer service interactions online, they are 20% more likely to reach a resolution and 25% more likely to be satisfied 3. 52% stop buying after a bad customer service interaction 2.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. When: July 4 to 5, 2017.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

ShepHyken

FEBRUARY 27, 2017

How Positive Customer Interactions Drive Positive Results by Courtney Simpson. Each party wants to gain value from the interaction. My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Learn what they are doing right. Follow on Twitter: @Hyken.

2017 75

2017 Article Customer Service Retail 75

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries.

2017 63

2017 Financial Banking 2014 63

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Published on: November 01, 2017. Author: Pauline Ashenden The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with.

Brands 49

Brands Customer Experience 2017 2016 49

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

2017 79

2017 Article Customer Experience Chief Customer Officer 79

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

Bold360

NOVEMBER 15, 2017

Consumers in 2017 have heightened standards for customer service and support. When they log onto a brand’s website — especially if they regularly do business with that company — they expect the experience to be personal to them. External chatbots understand each shopper’s situation and provide contextual answers, fast.

Interaction 56

Interaction Social Media 2017 Advertising 56

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. In January 2017, ReviewTrackers reached out to a U.S.-based percent consider reviews as “influential” or “highly influential” when choosing a new local restaurant, outranking branded social media posts (17 percent) and ads (11 percent).

2017 101

2017 Social Media Automotive Consumers 101

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. Languishers – Brands that reached the summit and stalled.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. Languishers – Brands that reached the summit and stalled.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

ReviewTrackers

FEBRUARY 10, 2021

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. There is only one way a customer can start a journey with your brand. And that’s by interacting with your brand in some way. Does Employer Brand Matter? Remember Uber in 2017?

Management 123

Management 2017 Social Media 2015 123

ShepHyken

MAY 29, 2017

IT ProPortal) Twitter released new personalisation features, allowing customers to share their locations when interacting with branded chatbots through Twitter’s Direct Message service. The post 5 Top Customer Service Articles For the Week of May 29, 2017 appeared first on Shep Hyken. by Yaniv Reznik. (IT

2017 100

2017 Article Customer Service Airlines 100

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. When consumers have friendly customer service interactions online, they are 20% more likely to reach a resolution and 25% more likely to be satisfied 3. 52% stop buying after a bad customer service interaction 2.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. In 2017, companies are starting to switch from offering a wide array of channel options and letting customers choose their preferred channel, to strategically guiding customers in their online help centers to the best channel for resolution, depending on the reason for contact.

2017 52

2017 Multi-Channel Average Handle Time 2016 52

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. Customer Experience is the New Marketing and Customer Experiences are the New Brand by Brian Solis.

2017 84

2017 Article Customer Service Social Media 84

GetFeedback

JULY 24, 2018

Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. Countless customer interactions happen around the clock, and many fly below the radar. Some say customer experience is the perception customers have of a brand based on their interactions.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

Second to None

SEPTEMBER 13, 2018

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. Amazon has changed the face of the American retail industry, forcing brands of all sizes and styles to complete self-assessment in the face of this retail juggernaut.

Retail 54

Retail Brands Fashion 2017 54

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

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. By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. A great resource!

2017 81

2017 Article Customer Service Airlines 81

ShepHyken

JUNE 29, 2021

These gaps can be felt by the customers through their digital channels, interactions with people, and a variety of things in their organization. Gaps in being a customer-obsessed organization happen when companies do not deliver their brand promise. How has the pandemic changed customer expectations and interactions?

B2B 148

B2B 2017 Leadership Brands 148

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Customer experience is the sum of every interaction with a brand. Leah: People are interacting with artificial intelligence and don’t even know it.

2017 41

2017 Technology Sales Healthcare 41

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Customer experience is the sum of every interaction with a brand.

2017 41

2017 Technology Sales Healthcare 41

Avaya

JUNE 27, 2017

Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies. That’s exactly why HITEC 2017 exists. The question isn’t whether digital transformation is important, but rather how brands can begin making an impact and seeing results. 74% plan to implement location-based technologies.

2017 53

2017 Hospitality Guest Experience Hotels 53

Second to None

APRIL 3, 2018

Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. In fact, the industry has accrued seven straight years of positive growth, totaling $780 billion dollars in 2017.[1]

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

ShepHyken

FEBRUARY 6, 2017

Elaine Fogel) Whether your business or organization has one or a hundred employees, it’s important to honor them, treat them with respect, and turn them into your best brand ambassadors. One of the important points of this article is that AI is enhancing human to human interactions, not replacing them. Follow on Twitter: @Hyken.

2017 85

2017 Article Customer Service Social Media 85

Customer Bliss

JANUARY 20, 2022

The reason First Direct went in this direction is that is what their best customers told them, “Kibosh the interactive voice response and get me to a real person.” First Direct’s is equally as swift, personal and helpful in mobile, social and Internet interactions. You call, and a human being answers that is ready to help.

Banking 148

Banking 2017 Books Hospitality 148

COPC

FEBRUARY 8, 2018

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston , hosted by Execs In The Know. In addition to the findings below, be sure to check out the 2017 CXMB Series Corporate Edition Executive Summary.

2017 40

2017 2018 Consumers Customer Experience Management 40

NetBase

JUNE 8, 2020

With hit after hit coming hard at society, it is crucial for brands to be perceived as supportive/understanding. It’s also important for that brand perception to be solidly established ahead of a crisis. At times like these, brand perception is more important than ever! How to measure brand impact.

Brands 67

Brands Social Media Advertising 2020 67