GetFeedback

AUGUST 14, 2019

The groundwork of expectation has been laid by many businesses before you and will continue to be built by many businesses after you. What do customer expectations look like in your industry? CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey. Download the Toolkit.

Download 268

Download Customer Satisfaction Measurement 2018 268

GetFeedback

JULY 25, 2018

It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US. trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. customers strongly agree that companies are effectively converging their omni-channel experiences.

Omnichannel 150

Omnichannel Net Promoter Score E-support E Commerce 150

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

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. So what does the year hold for customer service? Those numbers will only rise in 2018.

2018 63

2018 Social Media E Commerce E-support 63

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Brands are going to have to make a real effort to be transparent with customers in 2018.

2018 49

2018 Loyalty Brands Loyalty Programs 49

CX Journey

DECEMBER 20, 2017

Customers Expect More Consider these statistics from the National Federation of Independent Business regarding what customers have come to expect in terms of service across channels: When communicating via social media, 57% of customers expect a response within thirty minutes, regardless of the time of day.

Communication 54

Communication Brands 2018 Social Media 54

Hello Customer

FEBRUARY 6, 2020

In a fiercely competitive space like security customers demand the best, especially when their safety is involved. To confidently maintain their market leader position, Securitas Belgium started using Hello Customer at the end of 2018 as a first CX effort. Interested in reading the full case study? Get your copy here.

Marketing 88

Marketing 2018 Feedback Touchpoint 88

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience.

2018 40

2018 Social Media Healthcare 2019 40

ShepHyken

APRIL 20, 2018

Others, still, see CX as an organization’s ability to respond to and solve the questions and problems of customers. Online reviews help you see your business through customer’s eyes. According to the 2018 ReviewTrackers Online Reviews Survey , 63.6 Getting Customer Support From Companies Will Be Easier In 2018.

Blog 81

Blog Customer Experience Hotels 2018 81

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. customer feedback data), involving customers, and defining customer outcomes. . With that in mind, it’s important to prioritize customer personas by business value.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

John Paul

JULY 26, 2018

Look-alike technology is being used to predict what customers will like based on requests completed by similar profiles, which helps proactively assist brand new customers in a way that simulates a long history of dedicated 1:1 service. Because of this, technology has remained been behind-the-scenes.

2018 45

2018 Technology Hospitality Hotels 45

Avaya

JULY 22, 2019

The competitive landscape fosters innovation, but it also makes many customers less loyal. Customers expect requests to be instantly fulfilled. Even the notion of sitting on hold is enough to send today’s customers screaming, and that comes down to the digital era of convenience, where instant gratification is assumed.

Customer Experience 77

Customer Experience Customer Journey Customers 2018 77

Stella Connect

JANUARY 25, 2018

What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation? Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. In 2018, these structural nuances will need to be addressed.

2018 40

2018 Customer Service Contact Center Omnichannel 40

Maru Group

NOVEMBER 28, 2018

We’ve continued to see a trend towards retailers extending Black Friday shopping events this year in a bid to manage demand and customer expectations. Key learnings from Black Friday 2018. The post Black Friday 2018 results; customers move online to seek the best deals but at what cost to experience and loyalty?

2018 45

2018 Loyalty Retail Events 45

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65

Comm100

FEBRUARY 21, 2019

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. Key Takeaways for 2018: Mobile takes over: Our data showed that in 2018 mobile chats increased by 7.9% Download Now.

2019 69

2019 2018 Download Touchpoint 69

Confirmit

NOVEMBER 16, 2020

Catalent delivers a business-wide Customer Experience Excellence program that covers 80 countries and multiple languages. 93% of new customers onboarded within 14 days in 2020. Cromwell established a multi-touchpoint VoC program to better understand customer expectations.

2020 52

2020 Insurance 2019 Touchpoint 52

Eptica

FEBRUARY 14, 2018

Date: Wednesday, February 14, 2018 6 trends that drive today’s consumers. Published on: February 14, 2018. Author: Olivier Njamfa Today, businesses know that they need to focus on constantly improving the experience they provide if they want to win and retain loyal customers. Share this page on: Tweet.

Consumers 49

Consumers 2018 Touchpoint Customer Journey 49

Eptica

APRIL 3, 2018

Date: Wednesday, April 4, 2018 The importance of understanding emotion in digital channels. Published on: April 04, 2018. Author: Anne-Claire Bellec Research already shows that consumers want a balance between the human touch and technology when it comes to customer service.

2018 49

2018 ROI Consumers Customer Journey 49

Maru Group

NOVEMBER 28, 2018

We’ve continued to see a trend towards retailers extending Black Friday shopping events this year in a bid to manage demand and customer expectations. Key learnings from Black Friday 2018. The post Black Friday 2018 results; customers move online to seek the best deals but at what cost to experience and loyalty?

2018 40

2018 Loyalty Retail Events 40

Eptica

JUNE 27, 2018

Date: Wednesday, June 27, 2018 Author: Olivier Njamfa - CEO & Co-Founder What does CX actually mean? Published on: June 27, 2018. Author: Olivier Njamfa - CEO & Co-Founder Everyone talks about the importance of the customer experience – from CEOs downwards. How can brands match customer expectations around knowledge?

Social Media 55

Social Media 2018 Poor Customer Service Customer Satisfaction 55

delighted

AUGUST 16, 2019

33% of consumers who ended their relationship with a company in 2018 did so because the experience wasn’t personalized enough. Customers expect seamless access and personalized interactions from you, throughout the entire customer journey. How (and why) to map your digital customer experience journey. How you ask?

Customer Experience 55

Customer Experience Multi-Channel Touchpoint Social Media 55

ProProfs Chat

DECEMBER 23, 2019

Otherwise, even with the most well-intentioned marketing initiatives, customers are bound to counteract with their perceptions of the brand. Looking at the example to get more clarity on the concept: Example: Facebook’s strong brand perception hit a rough patch in 2018. Mapping Your Customer Journey Is A Must.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

ijgolding

AUGUST 30, 2018

The study is completed using a consumer panel representative of the general population fielded in the second quarter of 2018. 42% of shoppers use multiple channels and touchpoints before purchasing. 42% of shoppers use multiple channels and touchpoints before purchasing. Amazon wins on both NPS and CSAT lists.

Retail 66

Retail Customer Experience Net Promoter Score NPS 66

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. A single customer view is achieved when you are able to: Unify customer data across all your internal systems. By Swati Sahai.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

CX University

MAY 23, 2020

Insights from the 2018 Customer Experience Conference at The Conference Board. Customer experience is best when it fits with the emotions of your customers. In the 2018 Customer Experience Conference at the Conference Board, observations from 112 senior practitioners were recorded. Then rank them.

NPS 52

NPS 2018 Customer Centricity Touchpoint 52

Team Support

SEPTEMBER 1, 2020

The company landed an investment from Level Equity in 2018. Customers expect more. It's not a changing culture here to put the customer first and really understand them. [As The more customers you have, the harder it is to engage with them. Johnson in what is the first new CEO for the company.

Marketing 95

Marketing B2B 2018 Innovation 95

Lumoa

NOVEMBER 7, 2022

. #2 Companies are using CX to create a competitive advantage Customers have more options than ever before. In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. In 2021, companies will need to focus on measuring the CX at each touchpoint along the customer journey.

2023 78

2023 Customer Experience Competitive Advantage 2021 78

Answer Dash

MARCH 10, 2020

Customer expectations are higher than ever – businesses cannot afford to fail in CX,” said Anand. “By By listening to the voice of the customer, integrating data across systems, in addition to adopting emerging technologies like AI and RPA, companies can leverage CX to gain a competitive advantage.”

Customer Experience 67

Customer Experience Competitive Advantage 2018 2019 67

ReviewTrackers

MAY 23, 2018

What customers see greatly depends on how well you manage your online reviews. According to the 2018 ReviewTrackers Online Reviews Survey, the average star rating for restaurants is 4.14. ” Keep Local Customers Loyal in an ‘Old-Fashioned’ Way. Eater has stacked up a list of the top food trends of 2018.

Marketing 70

Marketing Social Media Fashion 2018 70

Quadient

JULY 26, 2022

Consider all previous communications with a customer. Ensure that your CCM is able to track all communications sent via all channels to a customer. Customers expect that you remember previous interactions they had with you. For example, when a business tracks a customer’s online activity on the organization's website.

Communication 52

Communication 2022 Management Insurance 52

Bizagi

JULY 24, 2018

Eidsiva automated their online customer broadband activation process, which was previously conducted mainly via the phone. Additionally, they provided automated SMS alerts to customers to provide awareness touchpoints during the onboarding process. Eidsiva is not the only company taking action to improve its customer engagement.

Customer Journey 62

Customer Journey Customer Engagement Social Media Engagement 62

ProProfs Chat

DECEMBER 14, 2018

Customers expect consistent, correct, and timely answers to questions and resolution to issues they may be having. Although tools do not do the job, tools can certainly assist your service and support staff in keeping good, accurate records of customer interactions; including the answers and/or resolution. Tweet this.

Net Promoter Score 94

Net Promoter Score Fashion Metrics Customer Satisfaction 94

Thunderhead

JUNE 14, 2018

We have spent the last four years developing Thunderhead ONE, an engagement hub that listens to, visualises and orchestrates individual journeys across every touchpoint, at scale – and in supersonic time. It’s a potent solution to bridging what we call the ‘customer engagement gap’. But help me out: what’s a brand to do?

Engagement 40

Engagement Touchpoint 2018 Customer Satisfaction 40

Oracle

DECEMBER 12, 2019

The ability for us to leverage that…from one part of the relationship to the other is key, and to make sure at every turn, we do it in a way that’s helping the customer advance their agenda as opposed to just advancing our agenda.” ” – Mark Hurd, CEO, Oracle at Modern Customer Experience 2019.

2019 58

2019 Customer Experience Competitive Advantage Customer Care 58

Currency Alliance

JUNE 19, 2019

Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight. More enlightened marketers, on the other hand, see points as a way to keep score of customer actions at many different touchpoints along complex customer journeys.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Bizagi

SEPTEMBER 3, 2018

If banks want to retain and attract customers, they have to find a way to keep pace with increasing customer expectations. You Have to Focus on the Customer to Provide the Best Experience. Or according to Forrester: “How customers perceive their interactions with your company.”.

Financial 53

Financial Customer Experience Banking Multi-Channel 53