PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. AI analyzes customer comments and finds that complaints center on confusing discount codes.

NPS 118

NPS E Commerce Effort Score Metrics 118

ShepHyken

JANUARY 23, 2017

My Comment: Self-service customer service is becoming more popular, to the point that some customers expect the companies they do business with to offer up the self-help solution. Why You Should Invest in Social Customer Service by Kristina Koller. SparkCentral) Social media isn’t just for marketing anymore.

2017 59

2017 Article Social Media Customer Service 59

Comm100

JULY 20, 2020

While many brands have implemented chatbots through live chat, it’s now becoming increasingly popular and easy to do so on social media too. First Things First, Why is it Important to Optimize Your Social Media Presence? Luckily, social media can work in your favor. Let’s take a look how!

Social Media 56

Social Media Blog ROI Brands 56

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. ” – Shep Hyken.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

InMoment XI

OCTOBER 30, 2024

Insurance companies that can successfully provide seamless experiences will likely come out on top with a base of satisfied and loyal customers. There are various types of customer experiences in the insurance sector. They expect fast claims processing and personalized health management.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

ReviewTrackers

FEBRUARY 24, 2021

When you were applying to jobs right out of college, your advisor, family and friends may have told you to watch what you post on social media because you had to create a positive online brand reputation to get a job. But businesses are failing to meet this expectation. Of course, the idea of reputation marketing is nothing new.

Brands 104

Brands Marketing Sports Social Media 104

Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

NICE inContact

AUGUST 27, 2018

Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. Most customers expect a reply to a complaint launched on a social platform within the hour.

Social Media 48

Social Media Contact Center 2018 2017 48

Customer Bliss

JANUARY 20, 2022

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. But their holistic approach to being there for customers is a winning strategy, no matter the decade. First Direct’s is equally as swift, personal and helpful in mobile, social and Internet interactions.

Banking 148

Banking 2017 Books Hospitality 148

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

Joe Rawlinson

JULY 25, 2018

If you feel like you may need to think about hiring dedicated customer support here are three indicators that you may be right. Customers expect excellent service when making purchases. Not only do they expect to be served, but they expect to be served within what they consider to be a reasonable amount of time.

Social Media 84

Social Media 2017 2014 Poor Customer Service 84

ShepHyken

MARCH 14, 2017

Shep and Keith will discuss the motivation behind businesses doubling down on customer service as customer expectations evolve in the always-on, on-demand environment. Customer service and the customer experience are going to completely dominate the competitive nature of business.

Social Media 83

Social Media 2017 Customer Expectations Call Center 83

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Over 60% of them managed relatively large operations with more than $1 billion in annual revenue.

Technology 170

Technology Brands Customer Experience Omnichannel 170

delighted

JUNE 3, 2021

On the other, recent developments in IT infrastructure and data analytics have made it possible to track a customer’s journey across multiple touchpoints, from social media ads and interactions, to the website, app, chat, customer service calls and email, and finally back to the brick-and-mortar store.

Omnichannel 101

Omnichannel Retail Consumers 2021 101

ProProfs Chat

JULY 27, 2018

Make Use of Social Media as an Engagement Tool and not Just a Marketing Channel. Channelize your social media efforts in the right direction. There is no better way to build solid customer interaction, than using social media with the right mindset. Social media is a big deal.

Customer Engagement 93

Customer Engagement Engagement Marketing Social Media 93

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau.

Article 59

Article Customer Service 2017 Social Media 59

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. That's what your customer expects #CX #CustServ Click To Tweet.

2018 114

2018 Chief Customer Officer Touchpoint Customer Journey 114

ReviewTrackers

JULY 20, 2017

With the increasing amount of channels available for customers to voice their opinions and experiences about brands online, brand reputation protection has become a full-time job. 2017 Local Search Survey ). Social Media Link ). Brand Reputation Protection: Social Media. Promote your social media presence.

Brands 72

Brands Social Media Feedback Consumers 72

ReviewTrackers

MARCH 26, 2018

When you were applying to jobs right out of college, your advisor, family and friends may have told you to watch what you post on social media because you had to create a positive online brand reputation to get a job. But businesses are failing to meet this expectation.

Brands 82

Brands Marketing Sports Social Media 82

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. social media You might be wondering why social media is on the list.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Ann Michaels and Associates

DECEMBER 27, 2018

. • Nearly 95% of shoppers read online reviews before making a purchase (Spiegel Research Center, 2017). • 94% of customers read online reviews (Fan and Fuel, 2016). • 93% of local consumers use reviews to determine if a local business is good or bad (BrightLocal, 2017). • The importance of replying to customer reviews. •

2018 73

2018 2017 2016 B2B 73

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in.

Competitive Advantage 56

Competitive Advantage Customer Experience Social Media 2017 56

Stella Connect

DECEMBER 6, 2017

The best customer service moments aren’t as provocative as PR disasters, and they don’t get as much press, but they help to restore our collective faith and remind us what great service is all about. This week, we wanted to share 10 of the best customer service moments of 2017. The couple invited him in to have dinner with them.

2017 47

2017 Customer Service Airlines Hotels 47

ReviewTrackers

JULY 17, 2017

A warp speed search on social media or Google can determine which eateries serve the best food, which beauty products actually beautify, and which hotels feature the fluffiest pillows. 2017 Local Search and Online Reviews Survey ). You might find that it’s mainly for social media and e-mail. ReviewTrackers ).

Customer Experience 112

Customer Experience Social Media 2013 Consumers 112

ProProfs Chat

AUGUST 19, 2020

However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Manage Customer Expectations. I hate customer satisfaction. Satisfaction sets a low bar.

Customer Service 105

Customer Service Net Promoter Score Airlines Touchpoint 105

Eptica

MARCH 21, 2019

Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers. The study found that the key to creating trust is to simply to do what customers expect of you. 69% of questions across all channels now receive a satisfactory response, up from 59% in 2017.

Brands 80

Brands 2019 Insurance Fashion 80

Eptica

JUNE 28, 2017

Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Published on: June 28, 2017. To be held on 6th July 2017 in central London, it features ten topic streams, packed full of case studies that show how leading organizations have transformed CX.

Customer Experience 50

Customer Experience Insurance Social Media 2017 50

CX Journey

DECEMBER 20, 2017

This means making yourself available where your audience is comfortable, whether that’s the phone, a certain form of social media, or face-to-face. Equally important, however, is delivering that tone consistently across every point of contact with customers. Twitter-based customer service increased 250% from 2015 to 2017.

Communication 54

Communication Brands 2018 Social Media 54

ProProfs Chat

JULY 19, 2019

A customer’s understanding of what customer experience involves is ever evolving and ever-changing. Customer expectations are always increasing; they don’t stop; they don’t devolve. Customers have higher expectations of and are willing to pay extra for the experience they desire.

Customer Experience 93

Customer Experience Omnichannel 2017 Poor Customer Service 93

Eptica

MARCH 31, 2017

Date: Friday, March 31, 2017 5 key findings on the state of UK retail customer experience. Published on: March 31, 2017. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The topline results highlight a gap between reality and consumer expectations.

Retail 49

Retail Customer Experience 2016 2017 49

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. . The growing expectations are inclusive of: 24*7 support. However, long queues didn’t settle well with customers.

2020 90

2020 E-support 2018 Hospitality 90

ShepHyken

JUNE 4, 2018

How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. To me, that’s what “delight” is about. Feldberg & Tami Kim.

Article 76

Article 2018 Customer Service Airlines 76

Second to None

FEBRUARY 14, 2018

To learn more about some common customer service trends, check out the following list of six created by Jonathan Steiman for Forbes. This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. Now, customers want to engage back.

2018 63

2018 Social Media E Commerce E-support 63

Eptica

SEPTEMBER 25, 2019

While this is an improvement from similar research undertaken in 2017, where the industry scored just 36%, it means that over half of queries are not receiving a satisfactory answer. There was a particular fall on email, where the number of questions answered successfully fell from 35% in 2017 to 20% this year.

Insurance 62

Insurance Customer Experience 2019 2017 62

Eptica

MAY 25, 2017

Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Published on: May 25, 2017. Author: Vincent Giraud The relationship between customers and brands has fundamentally changed. Autonomous customers expect the same access to video when they contact a brand.

Social Media 49

Social Media Customer Experience 2017 Customer Journey 49

Answer Dash

NOVEMBER 21, 2018

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX. As a society we are becoming more immediate.

User Experience 75

User Experience Social Media 2010 2025 75

Eptica

SEPTEMBER 13, 2017

Date: Wednesday, September 13, 2017 Taking the 10 steps to CX differentiation. Published on: September 13, 2017. Author: Olivier Njamfa Do you really know what your customers think of the experience your business is delivering? Research suggests it can even have an impact on earnings and stock price.

2017 65

2017 Metrics Customer Journey Social Media 65