ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

2019 106

2019 Article Social Media Customer Service 106

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 194

Customer Experience Magazine 2012 Customer Care 194

ShepHyken

APRIL 1, 2019

A nice article featuring some of the most relevant trends and strategies happening in social customer care. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. My Comment: Trust is a big part of the customer experience. Follow on Twitter: @Hyken.

2019 107

2019 Article Customer Service Social Media 107

Russel Lolacher

MARCH 8, 2020

According to Pew Research , this generation was born between 1981 and 1996 (ages 23 to 38 in 2019). Salesforce found 86% of Millennials and GenZers use social media, 52% said it was their preferred method of engaging with brands. younger generations are finding social media preferable as a means to connect with brands.

Customer Care 80

Customer Care Social Media 2018 2019 80

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. It’s measuring customer experience in tasks, rather than in how the company changes its behavior.

2019 92

2019 Customer Experience Leadership Webinar 92

ShepHyken

OCTOBER 14, 2019

4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. We hope one of these ideas can make their way into how you think about honoring your customer-facing employees! My Comment: Last week was Customer Service Week.

Article 20

Article 2019 Customer Service Customer Service Training 20

BlueOcean

MARCH 31, 2021

This inevitably translates to higher contact volume in the customer care realm. No longer did people have to wait until that 5 ‘o’ clock hour to make that phone call to customer service. But it also made an impact on customer behavior, particularly with self-service customer care. Omni-Channel Patterns.

Tourism 156

Tourism Contact Center Customer Care 2020 156

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. billion by 2024, up from $220 million in 2019.

2020 136

2020 Customer Service Contact Center Social Media 136

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. I’m looking forward to seeing how much better. Follow on Twitter: @Hyken.

2019 70

2019 Article Customer Service 2018 70

Experience Investigators by 360Connext

AUGUST 6, 2019

When I ask you a question like “what brand are you loyal to?” ” you are actually answering the question “what brands have earned your trust?” ” What brand has proven, time and again, they can live up to their promises? Which brand hasn’t disappointed you? I feel duped.

2019 125

2019 Touchpoint Brands Customers 125

NetBase

MAY 17, 2019

Luckily, luxury brands in all stages of growth can use predictive capabilities to stay ahead of demanding consumer needs and edge out competitors. If you want social consumers to talk about your brand – and of course you do! Loyalty has taken a backseat among today’s consumers – at least with regard to brands in the traditional sense.

Customer Care 52

Customer Care Engagement Fashion Social Media 52

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. ” – Mark Hurd, CEO, Oracle at Modern Customer Experience 2019.

2019 58

2019 Customer Experience Competitive Advantage Customer Care 58

BlueOcean

AUGUST 9, 2021

Simply request pricing for our outsourced customer care solution. 84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection. Contact Center Data Analytics. Artificial Intelligence in the Contact Center.

Contact Center 156

Contact Center Technology 2024 Healthcare 156

BlueOcean

AUGUST 7, 2018

Planning for 2019 already? You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. You’re in good company. It’s the type of decision that is well-suited to a formal RFP and procurement process.

Contact Center 189

Contact Center Culture Fashion Consulting 189

ShepHyken

OCTOBER 21, 2019

How to Use Personalized Email to Build Emotional Intimacy with Your Brand by James Glover. Retail Customer Experience) Which single metric correlates most strongly with a brand’s retail success? There are a number of recognizable (huge) brands mentioned that have done an excellent job of creating emotional intimacy.

Article 79

Article 2019 Customer Service B2B 79

BlueOcean

JANUARY 20, 2022

In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. The cherry on top of these considerations is the cultural alignment between your organization and your customer base. Are you dreading it?

2022 156

2022 Contact Center Customer Care Sports 156

Avaya

MARCH 19, 2019

This blog was first published Jan 31, 2019 on the C3i Solutions blog. It’s time to prepare for the growth of digital and social in customer care in 2019. Social Media for Customer Care. In 2019, social care will be the new connection to your customers. What’s a Brand to Do?

Social Media 45

Social Media 2019 Poor Customer Service Customer Care 45

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

2019 59

2019 Omnichannel Customer Care 2018 59

NetBase

DECEMBER 3, 2019

Customer experience (CX) stories are everything – and social analytics gives brands access to all of it. Why, then, are brands failing to make the most of this insight? Why are very obvious customer needs and wants left unmet in many categories? And what can brands do to change this dynamic? Online reviews.

2019 52

2019 Entertainment Insights Social Media 52

NetBase

JULY 25, 2019

Wondering if your marketing efforts are up to snuff when compared to other brands in your industry? Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. Even if your brand isn’t international, your competitors are. monitor brand heath.

Social Media 65

Social Media 2019 Marketing ROI 65

NetBase

AUGUST 1, 2019

Is your brand doing everything it should be to capture the EMEA market? Our 2019 EMEA Social Media Market Survey Report answers that question, and more. And brands in every category need to become omnipresent and create eCommerce offerings to counter the loss. Customer care. Brand health management.

Social Media 53

Social Media 2019 Marketing ROI 53

TechSee

APRIL 10, 2019

Customer-centricity has been proven to drive repeat business, increase customer loyalty and boost profits. It therefore comes as no surprise that Econsultancy ’s survey showed that companies feel enhancing CX is the single most exciting opportunity for 2019, ahead of both content marketing and mobile marketing.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

DECEMBER 10, 2018

Try some of these ideas, old and new, and you may build an even better relationship with your customers. How To Build A Brand: 14 Effective Strategies To Improve Customer Experience by Forbes Communications Council. But not all customer experience (CX) strategies are created equal. But customer service?

Article 101

Article 2018 Customer Service 2019 101

Michel Falcon Experience

JANUARY 3, 2020

As leaders of our businesses we need to do the following habitually in order to improve our customer experiences: Make improving customer experience a priority, instead of a thought or idea. Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. Customer Service Skill #2.

2020 99

2020 Customer Service Culture Call Center 99

Think Customers

FEBRUARY 11, 2020

So you have to reinvest in the staff, the people that actually communicate our brand out to our customers. As someone who’s always on the lookout for improving the customer experience, what contact center trends are you watching? This year [2019] we, for the first time, insourced a small portion of our team.

Customer Care 52

Customer Care Contact Center B2C B2B 52

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? That’s powerful – and probably more so than most brands realize: 88% of consumers trust online recommendations as much as personal recommendations. How top brands use influencer analysis to power competitive intelligence. How to find niche influencers and activate brand ambassadors.

2019 55

2019 Marketing Social Media Webinar 55

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. But some would say our industry is hitting its stride.

2019 40

2019 Customer Experience Social Media Magazine 40

Currency Alliance

JUNE 19, 2019

Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. One brand even overcame the persistent limitations of blockchain to run a successful trial. On evidence at last night’s awards, these walls are crumbling.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

ShepHyken

DECEMBER 9, 2019

Hear direct from their VP of customer support services, Jason Ashworth, as he shares how they use Salesforce’s Service Cloud to support the Southwest “three-pronged mission” of delivering efficiency, lovability and profitability to the business. These brands know how to get customers to come back again and again.

Article 54

Article 2019 Customer Service Airlines 54

Maru Group

JANUARY 16, 2019

It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. Digital retail winners in 2019 Our unique methodology uses online shoppers to evaluate the end-to-end user experience across a selection of leading retail sites.

2019 45

2019 Retail Customer Experience Touchpoint 45

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 108

Customer Experience Advertising Customer Expectations 2011 108

NetBase

APRIL 25, 2019

Spring is a great time to perform a social media audit , to check in and ensure your brand goals are on track for the next quarter – headed towards back-to-school campaigns and ultimately the holiday season. But the tools below – updated for 2019 – will surely get you started. How are you doing with customer care?

Social Media 66

Social Media 2019 Multi-Channel Demo 66

Lithium

DECEMBER 28, 2020

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? Although many topics were discussed at Engage, this article dives into some key takeaways that can benefit all digital customer engagement professionals in their effort to create customers for life.

Engagement 52

Engagement Social Media 2019 ROI 52

Forrester's Customer Insights

OCTOBER 7, 2019

Retailers: Customers care about your commitment to social and environmental sustainability. This holiday season, be sure to weave your brand values into your messaging.

Brand Values 9

Brand Values Brands 2019 Retail 9

Team HGS

SEPTEMBER 30, 2019

CX Day Thoughts on Brand-behind-the-Brand Storytelling. That’s precisely why brand storytelling is all the rage in today’s world. In the competitive marketplace, brands need a strong narrative to connect to customers—one that engages with empathy and bridges values, preferences—even lifestyle—of company and consumers.

Brands 40

Brands Social Media Contact Center 2006 40

NetBase

OCTOBER 5, 2018

Renewed focus on creating a top-notch customer experience is all the rage – in fact, it’s table stakes. So why are brands missing so many opportunities on the customer experience analytics front? Customer Satisfaction Tops the Priority List. And that is what brands need to remember. We’ll get back to that.

2018 45

2018 Consumers Brands Social Media 45