BlueOcean

FEBRUARY 25, 2019

There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. Whether an agent’s score is great or mediocre, they are going to want to know how to get their scores up, as well as getting more insight on exactly how to improve their communication with members.

Customer Experience 290

Customer Experience Contact Center 2019 Customer Care 290

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” Live from ModernCX 2019: 3 Days of Customer Experience Takeaways by SmarterCX Team. ” Key findings from the report.

2019 116

2019 Article Customer Service Competitive Advantage 116

Alida

AUGUST 16, 2016

The social business market, which runs largely on community platforms, is expected to reach $23 billion by 2019. billion by 2019 , representing a compound annual growth rate of 24.3 Some types of online communities enable customers to seek help from customer service teams or from other consumers in open forums.

2015 0

2015 Social Media 2012 2019 0

NetBase

APRIL 2, 2019

. Understanding the emotions motivating consumer behavior is never easy, and consumers posting online about every bit of their experience with your brand compounds the problem. With sarcasm, imagery and emojis thrown into the mix, brands struggle to gather accurate insight to inform strategy. Let’s take a peek.

2019 90

2019 Social Media Consumers Insights 90

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. 10 Key CX Technology Trends for 2019.

2019 88

2019 Customer Experience Social Media Innovation 88

NetBase

MARCH 4, 2019

And any brands still devoting half-hearted efforts to their digital marketing really need to read The 2019 State of Social Report , as it offers game-changing insight for (and from) small, challenger and top-performing businesses. And you can thank consumers for that. Consumer Marketing Opportunities & Challenges.

2019 89

2019 Social Media Advertising Consumers 89

NetBase

NOVEMBER 19, 2018

Here are some social media marketing predictions for 2019, as heard from the experts at our recent NetBase LIVE conferences in New York and Los Angeles. Austin-based tinydrum calls it “Speaking Human” – and it’s the best approach to win over any audience heading into 2019. Stories that Grab Consumers by the Heart.

Social Media 83

Social Media 2019 Marketing 2010 83

ShepHyken

APRIL 1, 2019

My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. It’s only going to get better. Do Customers Trust Your Tech?

2019 107

2019 Article Customer Service Social Media 107

ShepHyken

MAY 27, 2019

My Comment: While this article has some great insight into why Amazon is at the top of their game when it comes to convenience (and one-day delivery), it also gives some insight as to why the competitive landscape of any type of business, not just retail, is becoming more difficult. Companies like Amazon raise the bar for everyone.

Article 113

Article 2019 Customer Journey Mapping Customer Service 113

ShepHyken

AUGUST 12, 2019

Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. He shares his insights on how companies can develop a differentiation strategy based on customer experience.

2019 105

2019 Article Customer Service ROI 105

TechSee

JUNE 10, 2021

The good news is that the IoT provides businesses and industries with endless opportunities for real-time data-based insights that can help them enhance the CX while streamlining their operations (and reducing truck rolls). . Data analytics also provide a treasure trove of insights to companies who seek to improve or adapt their products.

Innovation 207

Innovation 2025 Transportation Consumers 207

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! It includes a step-by-step guide to help you calculate the ROI of CX.

ROI 123

ROI 2019 NPS Metrics 123

ShepHyken

JUNE 24, 2019

My Comment: I am always reading about my favorite brands, hoping to gain insight into how they do what they do so well. Consumer Affairs) Most consumers can relate to either seeing or experiencing poor customer service, whether it’s at a restaurant, hotel, or the grocery store. Follow on Twitter: @Hyken.

Article 120

Article 2019 Customer Service Poor Customer Service 120

CloudCherry

JANUARY 22, 2020

Not Acting on Insights. Failure to translate insights into action. A “state of the art” VoC program is one that requires your organization to achieve full integration across all your data types and to develop a customer-centric culture that uses VoC insights to make sophisticated business value calculations. Lack of priorities.

White Paper 243

White Paper Social Media Feedback 2019 243

Bold360

DECEMBER 19, 2018

So what can we expect for 2019? Here are my thoughts: 2019 and the rise of the AI-enabled personal assistant. 2019 will be the year we see AI move from a position of augmenting an experience to becoming a full-fledged assistant. 2019 will be the year that consumers stop compromising.

2019 78

2019 2018 Consumers Employee Experience 78

Eptica

JANUARY 30, 2019

Date: Wednesday, January 30, 2019 Author: Anne-Claire Bellec - Marketing Director The 4 barriers to meaningful consumer conversations. Published on: January 30, 2019. Author: Anne-Claire Bellec - Marketing Director The reasons that consumers remain loyal to brands goes beyond factors such as product range and price.

Consumers 77

Consumers 2019 Social Media Brands 77

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

2019 75

2019 Customer Service Social Media NPS 75

Oracle

JANUARY 15, 2019

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. Here are some of the hottest trends, technology, and takeaways from NRF 2019. Stay tuned as we add more interviews and insights below.

2019 100

2019 Retail Customer Experience Omnichannel 100

ShepHyken

NOVEMBER 11, 2019

AdAge) The foundation for personalized customer experience starts with identity and rich consumer data. CIO) Create customer-centricity by delivering seamless experiences, leveraging IT’s unique insights, and evolving your leadership mindset. Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley.

Article 96

Article 2019 Customer Service Customer Centricity 96

ShepHyken

SEPTEMBER 30, 2019

My Comment: Customer engagement is important for all business, but often B2B organizations don’t take advantage of it the same way consumer brands do. CustomerThink) This article will provide you with an insight into how to use videos for customer retention and help you refine your own policy for the same using videos.

Article 19

Article 2019 Customer Service Contact Center 19

ShepHyken

MARCH 18, 2019

CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. Beyond The Arc) Based on our years helping companies with customer experience strategy and communications, the Beyond the Arc team shared insights on some top trends to keep on your radar this year. It’s another to properly use that feedback.

2019 94

2019 Article Net Promoter Score Customer Service 94

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Social consumers are constantly evolving. The good news is, consumers share, share, share on social – and if brands only listen, they have access to everything they need to soar in every area of brand operations.

Social Media 77

Social Media 2019 Demo ROI 77

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.

Omnichannel 101

Omnichannel Retail Consumers 2021 101

NetBase

MAY 2, 2019

For brands, netnography – also known as audience segmenting – can bring you just as close to consumers. Engaging consumers is all about connecting to them personally – as if you were their bestie, hanging out over coffee. What netnography in 2019 offers is more than a buyer persona based on demographics and assumptions.

2019 71

2019 Engagement Entertainment Sports 71

CSM Magazine

APRIL 20, 2021

After the COVID-19 pandemic, consumer habits have transformed significantly. Social distancing and stay-at-home regulations have forced whole consumer segments to shop differently. A few months into COVID-19, consumer shopping online has increased across different sectors. What Are Consumer Insights?

Consumers 52

Consumers Insights E Commerce 2020 52

CSM Magazine

DECEMBER 18, 2018

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. Providing insights based on a customer’s context and previous activity will become the new normal – and brands are only starting to scratch the surface of what is possible.

2019 79

2019 Customer Experience Hospitality Hotels 79

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

ShepHyken

NOVEMBER 25, 2019

Good insights on several trends that are leading us forward. And, if you look at the younger consumers, aged 18-34, that number jumps to 66%. The post 5 Top Customer Service Articles for the Week of November 25, 2019 appeared first on Shep Hyken. It builds trust, and handled improperly, can erode it (quickly).

Article 96

Article 2019 Customer Service Culture 96

NetBase

JULY 20, 2020

The new normal finds consumers showing erratic behavior when choosing where to spend their money. Maintaining brand loyalty seems to be a thing of the past as consumers are likely to jump ship during a crisis. Consumer devotion has become much more supply dependent than any other loyalty measure. Now to brass tacks.

Consumers 75

Consumers Automotive Social Media Loyalty 75

TechSee

DECEMBER 31, 2019

As 2019 comes to a close, they must better prepare for the new decade and beyond. Salesforce predicts a 136% increase from 2019 to 2020 in the number of organizations using AI-powered chatbots, which will continue to be integrated across communication channels to provide seamless real-time customer service on a larger scale than ever before.

2020 136

2020 Customer Service Contact Center Social Media 136

Eptica

APRIL 3, 2019

Date: Wednesday, April 3, 2019 Author: Guest author: Colin Shaw Creating Actionable Insights from Irrational Humans. Published on: April 03, 2019. Let’s take a look at actionable insights about people’s irrational behavior as customers and the importance of the human touch in a digital transformation.

Insights 74

Insights Hospitality 2019 Books 74

BlueOcean

MAY 13, 2021

Across all sectors, second quarter online sales surged 32%, with consumers spending $211.5 A recent report shows that at the crux of the crisis, 64% of consumers in the U.S. Consumers do, after all, still have choices available to them. What worked in 2019 may not work in 2021 or 2022. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

ShepHyken

NOVEMBER 18, 2019

Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz. MediaPost) Consumers and brands are on a collision course over what makes a good customer experience. A short, but good list to drive a better CX; human-centered design, data-driven insights and value creation. Follow on Twitter: @Hyken.

Article 82

Article 2019 Customer Service Retail 82

Oracle

NOVEMBER 26, 2019

But first, let’s take a look back at 19 pet peeves that really irked the marketing pros and defined many of the faux pas and questionable marketing tactics of 2019. As a consumer, I hate receiving email campaigns with offerings I am not interested in. Do they know businesses are made up of people, who are also consumers?

2019 85

2019 Marketing Social Media B2C 85

GetFeedback

APRIL 25, 2019

As it becomes harder for consumers to differentiate between companies based on product alone, most are now relying on the quality of customer experiences a company can provide to make their choice. . And in 2019, 81% of companies expect to be competing mostly or completely on the basis of CX. . Train the right customer service skills.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

SurveySparrow

SEPTEMBER 29, 2019

According to Forbes, ‘Improving revenues using BI is now the most popular objective enterprises are pursuing in 2019’. Business Intelligence tools help you to perceive the market trends , collect data and unravel insights from the data to put together robust strategies for a thriving business. So, are you all set to up your game?

2019 73

2019 Insights Interaction Connections 73

ShepHyken

DECEMBER 16, 2019

ProProfs) Here are 150+ customer service quotes that’ll give you insight into a customer’s mind. RingCentral) 85% of consumers believe reviews older than three months aren’t relevant. Here are plenty of good insights about why you should pay attention to reviews. My Comment: Want a little inspiration? Follow on Twitter: @Hyken.

Article 83

Article 2019 Customer Service Social Media 83