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

Alida

JANUARY 13, 2017

If you’re a marketing leader with CX responsibility, it’s likely you need to focus your efforts to meet business expectations in 2017—and you need to do so fast. Here’s what six of them told us about how to improve CX in 2017. Such an easy thing to correct, and, as a consumer, such a frustrating way to start off my interaction. .

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth.

Blog 204

Blog Customer Experience 2017 2018 204

Beyond Philosophy

DECEMBER 19, 2017

Ten-thousand respondents ranked brands’ Customer Experience based on six categories. These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Per the report, brands in the U.K. Per the report, brands in the U.K. Brands in the U.S., They include: Personalization.

2002 153

2002 2017 Customer Centricity Consulting 153

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 105

2017 Article Customer Service Airlines 105

InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. Customers who feel valued are more inclined to renew policies and become loyal brand advocates. It gives insurance brands a leg-up on the competition. It boosts the insurer’s brand reputation.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

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

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

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Net Promoter Score (NPS) or Customer Effort Score (CES) or even the simple customer satisfaction rating each tell part of the story of your customers’ relationship with your brand. Customer Experience Teams Grow Up.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

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 34

Contact Center 2017 Brands Hospitality 34

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. ” Marketing Interactive.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

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 87

2017 Article Customer Service Social Media 87

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

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

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

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. An effective Social Listening strategy can provide a significant business advantage to an ecommerce or brick-and-mortar business, and build a great brand.

2017 17

2017 Article Customer Service Social Media 17

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

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

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 87

2017 Article Customer Service Social Media 87

Customer Bliss

MARCH 29, 2017

As reported by Rebecca Burn-Callander on January 6, 2017, for The Telegraph , a company’s reputation is proven, measurable and valuable. Even long-standing brands can quickly lose customer loyalty. During every customer interaction, your reputation is on the line. And, it’s often ignored until a crisis hits.

Leadership 208

Leadership Culture Telecommunications Customers 208

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver.

Airlines 152

Airlines 2017 Metrics Social Media 152

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

Beyond Philosophy

OCTOBER 24, 2016

Interaction: Does the company deliver on your needs? Resilience: Do they have a higher brand purpose, meaning a desire to make customers’ lives better? The team then came up with a point system to rack and stack over 43,000 brands across 36 markets. A halo-effect is a lot like your brand reputation. Pampers had 149.9

Insights 167

Insights 2015 Books 2016 167

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. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

White Paper 160

White Paper 2014 2015 2012 160

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 154

B2B 2017 Leadership Brands 154

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

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

CX Accelerator

JUNE 19, 2018

Sometimes we forget to show our instinctive empathy to customers because we aren’t interacting with them on a daily basis. Customers want to feel a connection with and a belonging to a brand. This is how the best brands shine. This is how the best brands shine. Well, how do we gain more empathy for our customers?

Customer Experience 159

Customer Experience Customer Journey Airlines Customers 159

Retently

MARCH 29, 2023

The brand discovered a way to introduce a powerful battery pack into the auto market at an affordable price point, particularly for the luxury cars sector. With 805 Supercharger stations in 2017, Tesla’s interactive map illustrated its plan to expand them over the next few years. Interaction with the car via a smartphone.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

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

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. Twenty-five percent of consumers rated their experience as “poor” or “very poor” in 2017.

2017 127

2017 Leadership Customer Experience Professionals Metrics 127

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

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. The retail futurist firmly believes the store itself, the physical space owned by a brand, is not out of commission yet. Finally, consumers are feeling pretty good about the economy with 59.5%

Retail 243

Retail E Commerce 2017 2018 243

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

Beyond Philosophy

SEPTEMBER 18, 2016

We define it as a perception of the rational, physical, emotional, subconscious and psychological interaction a customer has with an organization. Our latest book explores the emotional and psychological interactions that drive customer’s behavior, and Wells Fargo illustrates what can happen to these perceptions when things go wrong.

Banking 166

Banking Books Culture Webinar 166

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

CloudCherry

JULY 18, 2018

And they’re right — a recent study by Forrester showed that organizations with a cross-team CX approach were nearly twice as likely to have exceeded their top 2017 business goals. Think back to a time that you had a great experience with a brand. Compared to their competitors, experience-driven businesses grew their revenue 1.4

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170