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

Experience Matters

JUNE 7, 2017

Temkin Group announces the release of the 2017 Temkin Trust Ratings. consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. Based on a study of 10,000 U.S

2017 105

2017 Insurance Banking Consumers 105

InMoment XI

OCTOBER 30, 2024

McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication. CONSUMER AND CARRIER CX INSIGHTS: What Drives 1-Star and 5-Star Customer Satisfaction Scores in Claims ( [link] ). McKinsey & Company ) How to Improve Customer Experience in Insurance?

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

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

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. However, this decrease in spending did not affect all retailers equally.

Omnichannel 101

Omnichannel Retail Consumers 2021 101

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Still, what’s disheartening is this: across this sample size, customer experience actually fell from 2016 to 2017. What does it mean?

Customer Experience 236

Customer Experience 2008 2017 2016 236

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. 7 November 2017.

2017 153

2017 Retail Consumers 2018 153

Alida

OCTOBER 20, 2017

Research by Prophet found that 81 percent of consumers are unsatisfied with their health care experience, and the less they interact with the system, the happier they are. Only eight percent of health care organizations consider consumer expectation a high priority and have implemented several consumer-based strategies with some success.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

GetFeedback

NOVEMBER 20, 2018

Zendesk found that 39% of consumers avoid vendors for over 2 years after having a negative experience. Zendesk also found that 95% of consumers share negative experiences with at least one other person—and 54% tell five or more people. Individual interactions carry a lot of weight with your customers.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

QuestionPro Audience

AUGUST 3, 2018

Buying a car used to be a rite of passage in an American’s life, but after seven straight years of growth in new vehicle sales, 2017 reported a decline of 1.8% , with 17.2 It used to be that consumers were stuck with whatever price the car dealership offered them, give or take a little wiggle room. million cars and trucks sold.

2018 79

2018 Consumers Insights 2017 79

ShepHyken

SEPTEMBER 11, 2017

Forbes) With heightened consumer demand for automated self-service technologies, companies are answering the call and investing in do-it-yourself services. The post 5 Top Customer Service Articles for the Week of September 11, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 83

2017 Article Customer Service Customer Service Training 83

ShepHyken

NOVEMBER 14, 2016

Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting?

2016 128

2016 Article Customer Service 2017 128

ShepHyken

OCTOBER 9, 2017

I refer to them as the consumer reports of the customer service industry. The post 5 Top Customer Service Articles for the Week of October 9, 2017 appeared first on Shep Hyken. My Comment: I’m a big fan of Stella Service and what they do. They just released an eBook about motivating your frontline team.

2017 41

2017 Article Customer Service Document 41

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

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. Connected devices are perceived differently than the older consumer appliances or electronics.

Marketing 111

Marketing Wireless 2017 2016 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

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. 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.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

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

Brandwatch CX

JANUARY 3, 2019

In Q3 2017 it was $590m. Twitter looks like it might turn a profit for the first time in the Q4 of 2017. As of Q3 2017, 23% of US citizens are monthly active users of Twitter. Carter Wilkerson (@carterjwm) April 6, 2017. 70m was spent on ads in 2017. In March 2015, Twitter acquired Periscope for $86m.

2006 111

2006 2007 2017 2015 111

ReviewTrackers

SEPTEMBER 23, 2021

Which consumer habits have changed. Easy access to a smartphone or laptop makes it even more likely for consumers to place an order online instead of calling the restaurant or making a face-to-face order. 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

Alida

APRIL 19, 2017

Many retailers struggling today failed to see the rise of e-commerce and the evolving consumer attitudes towards malls. A 2017 report shows that over 87 percent of retailers are now prioritizing customer retention over revenue, and 83 percent recognize that customers are now in control of the brand-customer experience.

Retail 173

Retail E Commerce Sports Fashion 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

ReviewTrackers

MARCH 31, 2021

A 2017 Accenture survey showed that 44 percent of health insurance customers believe it to be important that their providers not just offer insurance packages but health advice as well. Personalization is also one of the early building blocks of trust and value between the provider and consumer. Create a product “ecosystem”.

Insurance 123

Insurance Customer Retention 2017 Transportation 123

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. And that’s where research really yields ROI.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

TechSee

MAY 1, 2018

For utilities, that means using data-driven insights to automatically deliver timely and relevant communications that wow consumers and optimize business operations. The smart home market is in a stage of hyper growth, driven in part by the consumer-driven demand for smart energy management.

2016 132

2016 2017 Call Center ROI 132

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. Remember Uber in 2017? There is only one way a customer can start a journey with your brand.

Management 123

Management 2017 Social Media 2015 123

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. Doing so requires understanding the evolving needs of consumers, including Millennials and Gen Z.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. The vast majority of consumers today (81%) research online before making a big purchase (e.g., No Googling, either. If you guessed online, you are wrong. Online reviews.

Fashion 130

Fashion Retail Multi-Channel 2017 130

Customer Guru

DECEMBER 13, 2017

With this pace of development, consumer expectation with brands is also increased massively. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. It was found that an average of 45% of the respondents have allocated an annual budget of up to £100k for CX in 2017.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

GetFeedback

APRIL 25, 2019

As it becomes harder for consumers to differentiate between companies based on product alone, most are now relying on the quality of customer experiences a company can provide to make their choice. . As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

CloudCherry

JANUARY 4, 2018

Furthermore, consumers are beginning to trust these firms more and more, often to the detriment of traditional banks. The hope is that users will feel a closer connection with banks, but it will also help improve self-service, which has become highly important to consumers. Expanding Target Markets. Partnerships with Large FinTechs.

Banking 170

Banking 2018 Financial Retail 170

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

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

Experience Matters

MARCH 16, 2017

We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. 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.

Interaction 96

Interaction Loyalty 2016 2017 96

Ann Michaels and Associates

DECEMBER 27, 2018

. • Nearly 95% of shoppers read online reviews before making a purchase (Spiegel Research Center, 2017). • 93% of local consumers use reviews to determine if a local business is good or bad (BrightLocal, 2017). • 92% of B2B buyers are more likely to purchase after reading a trusted review (G2 Crowd and Heinz Marketing, 2017).

2018 73

2018 2017 2016 B2B 73

Experience Investigators by 360Connext

JANUARY 23, 2024

Streaming platforms, podcasts, and even this article are self-selected by the media consumer. 71% of consumers expect companies to deliver personalized experiences, according to McKinsey. Back in 2017, Microsoft reported that 77% of consumers view brands more positively if they proactively invite and accept customer feedback.

Customer Experience 143

Customer Experience 2024 Omnichannel Customer Journey Mapping 143

GetFeedback

JUNE 12, 2019

We showcased one example in 2017 when we spoke to Myskha Sansoin of Bombardier Recreational Products (BRP) about her team’s experience using GetFeedback. “In But consider that Salesforce found that 80% of consumers feel customer experience is as or more important than the products or services offered.

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199