Experience Matters

JULY 21, 2017

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies?

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Consumers 2017 Connections Interaction 90

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.

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Omnichannel Retail Consumers 2021 101

InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication. McKinsey & Company ) How to Improve Customer Experience in Insurance?

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Insurance Customer Satisfaction Customer Experience Multi-Channel 195

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

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. Over 50 percent of consumers often or always check out online reviews, while only 34 percent seek out information on discounts and pricing. percent of consumers say that at least half of their searches result in a visit to a local business.

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2017 Social Media Automotive Consumers 101

Interactions

FEBRUARY 20, 2019

Forrester’s recent report, Forrester Infographic: Customer Chatbots Fail Consumers Today, released January 30, 2019, discusses a number of ways that chatbots are failing consumers and how this can be prevented. Consumers think chatbots are more time-consuming than helpful. When it comes to your customers, time is money.

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Consumers 2017 2019 Definition 54

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

ShepHyken

JANUARY 9, 2017

Fifty-eight percent of consumers and 77% of business buyers say tech has significantly changed their expectations of how companies should interact with them. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek. 2017 Customer Experience Resolutions by Lynn Hunsaker. Follow on Twitter: @Hyken.

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2017 Article Customer Service Loyalty 80

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.

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2017 Competitive Advantage Social Media Customer Centricity 48

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 42% of consumers have purchased more after a good customer service experience 2. 52% stop buying after a bad customer service interaction 2. 83% of US consumers prefer dealing with human beings 1. trillion 1.

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2017 Customer Experience Return on Investment Competitive Advantage 51

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

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.

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2017 Customer Engagement Engagement Contact Center 61

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.

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Retently

JULY 28, 2023

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. This is why the Chief Experience Officer is responsible for interacting with frontline employees (like call center operatives and field technicians).

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Chief Customer Officer Customer Centricity Call Center Metrics 142

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 54

Contact Center Consumers Net Promoter Score 2018 54

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 42% of consumers have purchased more after a good customer service experience 2. 52% stop buying after a bad customer service interaction 2. 83% of US consumers prefer dealing with human beings 1. trillion 1.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

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. And that’s by interacting with your brand in some way. Remember Uber in 2017?

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Management 2017 Social Media 2015 123

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.

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2017 Multi-Channel Average Handle Time 2016 52

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

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2017 Customer Experience Contact Center Customer Experience Professionals 40

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.

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2017 Article Customer Service Retail 75

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.

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Consumers 2017 2014 Multi-Channel 40

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

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

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Contact Center Consumers 2018 2017 49

Bold360

NOVEMBER 15, 2017

Consumers in 2017 have heightened standards for customer service and support. During a time where every advertisement we see on social media and every recommended product on Amazon is tailored to our individual interests, customer support interactions must follow suit.

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Interaction Social Media 2017 Advertising 56

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. What did we hear, what did we see?

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2017 2018 Chief Customer Officer NPS 45

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. Get closer to your employees.

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Retail E Commerce 2017 2018 243

Experience Matters

JULY 24, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. When we compare NPS to the 2017 Temkin Experience Ratings, UK , we find a very high level of correlation.

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Net Promoter Score 2017 NPS Transportation 48

ReviewTrackers

FEBRUARY 22, 2017

South by Southwest (SXSW) will take place from March 10 through March 19, 2017 in Austin – and we here at ReviewTrackers are thrilled to be taking part in this epic event with an event of our own, The Customer Social. Our team is heading back to Austin this year, and you’ll be seeing ReviewTrackers at major SXSW Interactive events.

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Events Interaction E-support 2017 63

Eptica

DECEMBER 6, 2017

Date: Wednesday, December 6, 2017 Meeting the CX needs of the connected consumer. Published on: December 06, 2017. Author: Vincent Giraud We live in the age of the connected consumer. Consumers are connected all through the day , using their devices from when they wake until last thing at night.

Connections 49

Connections Consumers 2017 Social Media 49

Eptica

JULY 12, 2017

Date: Wednesday, July 12, 2017 Are insurance companies meeting the CX quality expectations of today’s consumers? Published on: July 12, 2017. This is equally true, whatever sector you operate in as shown by the findings of Eptica’s 2017 Insurance Customer Conversations study. What do consumers expect?

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Insurance Consumers 2017 Social Media 49

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

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2017 Customer Satisfaction Brands Contact Center 59

ShepHyken

SEPTEMBER 11, 2017

12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Forbes) With heightened consumer demand for automated self-service technologies, companies are answering the call and investing in do-it-yourself services. Follow on Twitter: @Hyken.

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2017 Article Customer Service Customer Service Training 83

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.

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2017 2018 Consumers Customer Experience Management 40

QuestionPro Audience

MARCH 28, 2018

In their 2018 Super Bowl ad “Iceberg”, they used copy from McDonald’s website against them (“our beef is flash frozen to seal in fresh flavor”) and urged consumers to “skip the hamburgers at the Frozen Arches”. INTERACTIVE. Carter Wilkerson, a Nevada teen, became a Twitter sensation in 2017 when he went asked Wendy’s a simple question.

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Social Media Consumers 2017 2018 60

ShepHyken

MAY 1, 2017

Consumers seek on-demand customer service as they shop both online and offline. My Comment: Every interaction we have with a customer is an opportunity to build customer loyalty. The post 5 Top Customer Service Articles For the Week of May 1, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

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2017 Article Customer Service Social Media 84

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] 2] Fast-casual brands need to make sure they are churning out positive customers via these interactions, because it is an easy source of establishing loyalty. 1] [link]. [2] 2] [link]. [3]

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Consumers Brands Rewards Programs Loyalty 63

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