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

Alida

JULY 11, 2017

Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range. Customer experience is middling at best, and that’s troubling for brands.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

BlueOcean

MARCH 3, 2020

The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Their success story is focused on the challenges of launching a new consumer line of products designed at increasing brand awareness and gaining market share. Our consumer cybersecurity team members are true A-players at Blue Ocean. About Blue Ocean.

2020 156

2020 Contact Center Insurance 2017 156

ReviewTrackers

APRIL 19, 2017

The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas. The Importance of Innovation in Healthcare. Companies must continue to innovate, even after they have grown and matured, Joel suggests.

Healthcare 101

Healthcare Innovation Marketing 2017 101

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

BlueOcean

JANUARY 21, 2020

Blue Ocean’s Stevie Award entry highlighted the incredible success they have achieved in supporting consumers with security and antivirus products from a leading security software company. Our consumer cyber security team is a perfect example. Blue Ocean is an award-winning provider of innovative customer care solutions.

2020 156

2020 Customer Service Insurance 2017 156

Oracle

NOVEMBER 27, 2019

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Transforming grocery shopping.

Retail 74

Retail Innovation 2019 Multi-Channel 74

ShepHyken

NOVEMBER 27, 2017

Josh Linkner, innovation guru, shares four core ideas that build loyalty. 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. Follow on Twitter: @Hyken.

2017 76

2017 Article Customer Service Loyalty Programs 76

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

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

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause. And that’s where research really yields ROI.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

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. From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

CloudCherry

JANUARY 4, 2018

However, FinTechs will also keep the pressure up on the industry due to their agility and constant innovation. Furthermore, consumers are beginning to trust these firms more and more, often to the detriment of traditional banks. Technological advancements continue to drive the disruption of the industry. Expanding Target Markets.

Banking 170

Banking 2018 Financial Retail 170

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

ShepHyken

JULY 24, 2017

5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. The post 5 Top Customer Service Articles for the Week of July 24, 2017 appeared first on Shep Hyken.

2017 29

2017 Article Customer Service Loyalty Programs 29

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

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want unique, special and innovative.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

TechSee

APRIL 24, 2018

With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand. Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. Not all unboxers are created equal.

Call Center 116

Call Center Consumers 2017 Contact Center 116

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

Clarabridge

FEBRUARY 23, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They will be awarded two free passes to the C3 2017 event.

2017 49

2017 Customer Experience Hotels Airlines 49

Second to None

APRIL 3, 2018

In fact, the industry has accrued seven straight years of positive growth, totaling $780 billion dollars in 2017.[1] Consumer preferences in the fast-casual industry are shifting towards brands with a great Customer Experience. 1] [link]. [2] 2] [link]. [3]

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

Alida

NOVEMBER 28, 2017

Innovative companies are getting huge results from their insight communities in less than one year. At the 2017 Customer Intelligence Summit , Red Bull and two other innovative brands outlined how they made the most of their insight communities in their early days by scoring massive wins that benefitted their brand and their customers.

Insights 100

Insights Competitive Advantage Innovation 2017 100

Oracle

OCTOBER 30, 2019

Direct to consumer (DTC) brands are transforming the entire ecommerce industry, according to new research. AI can be used to predict consumer behavior or target specific groups of potential or existing customers, as well as related ones. They’re not just reimagining the product, but the sales experience as well.

Retail 52

Retail Consumers Advertising 2017 52

ReviewTrackers

OCTOBER 3, 2017

Innovation was the highlight at last week’s 2017 SHSMD Connections, the annual conference for healthcare marketing, public relations and communications, and strategic planning professionals. Here’s what we learned: How to Innovate. Apple and Nordstrom are examples of just two companies that have changed consumer expectations.

2017 56

2017 Connections Healthcare ROI 56

iPerceptions

FEBRUARY 7, 2017

With innovations and consumer preferences rapidly changing, it's important to operate with a forward-thinking mindset. 2016 was a big year for digital marketing, but the world is constantly evolving.

Customer Centricity 69

Customer Centricity 2017 2016 Innovation 69

TechSee

FEBRUARY 27, 2018

The on-demand economy is defined as economic activity created to meet a consumer demand via the real-time delivery of goods and services. million consumers annually and $57.6 Today’s consumers also have high expectations for customer service. As of 2017, roughly 3.7 billion in spending. It is also attracting investors.

Customer Service 116

Customer Service Call Center E-support Contact Center 116

Retently

MARCH 18, 2019

Still, Amazon did state they signed up more new paid members in 2017 than any other year. Consumers love Starbucks – even more since the company implemented its rewards program. The offering in question also needs to be fast and convenient, so that they save consumers time and effort. Airbnb Customer Retention.

Net Promoter Score 126

Net Promoter Score NPS Customer Retention Loyalty 126

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. From now until November 17, 2017, COPC Inc.

Consumers 40

Consumers 2017 2014 Multi-Channel 40

Clarabridge

JULY 20, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. Award winners belong to an exclusive circle of leaders and innovators in customer experience. Winners will be publicly celebrated at the Clarabridge C3 event on 10 and 11 October 2017 in London.

2017 40

2017 Customer Experience Multi-Channel 2018 40

Oracle

MARCH 28, 2019

The business-to-consumer landscape is constantly shifting, especially as new technologies appear that make it easier, faster, and more effective to sell directly to buyers. Check out these 3 ways B2C is changing along with the buying habits of the modern consumer, and how technology is helping keep the pace. What is B2C?

B2C 73

B2C Consumers Retail 2017 73

TechSee

JANUARY 23, 2018

With coffee representing a lifestyle as much as a simple beverage, today’s consumers want it all – taste, convenience and cost efficiency. This demand has spurred a flood of investments and innovation in this space, delivering even smarter coffee machines. Coffee machines as a prototype of IoT innovation. Gartner, Inc.

2017 84

2017 Innovation 2014 Consumers 84

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Clarabridge

FEBRUARY 21, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They will be awarded two free passes to the C3 2017 event.

2017 40

2017 Customer Experience Hotels Airlines 40

Customer Bliss

APRIL 19, 2019

According to Fernando, at Burger King, they are making it a priority to keep up with the evolution of the consumers’ needs. In today’s fast food market, there’s a lot of competition , and customers have higher expectations.

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. They can influence those consumers at the exact moment they are making a decision.

Customer Engagement 209

Customer Engagement Blog Engagement Marketing 209