Vonage

OCTOBER 2, 2017

The Economist published a report sponsored by Salesforce on the customer-led economy in 2013, but four years on this phenomenon is only growing. Plus, Generation C are much more in control of their online experience than ever before. That’s because this connection is the result of the hard-to-define “experience”.

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Vonage

JULY 31, 2017

The Economist published a report sponsored by Salesforce on the customer-led economy in 2013, but four years on this phenomenon is only growing. Plus, Generation C are much more in control of their online experience than ever before. That’s because this connection is the result of the hard-to-define “experience”.

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Retently

AUGUST 22, 2018

The proportion of respondents categorized as Promoters, Passives or Detractors for each brand. Airlines 2013 | By No. And here’s a trend analysis of the bottom-line margins of the airlines industry from 2008-2013: Airlines industry | Bottom-line margins 2008-2013. For instance, despite flying 16.1 of Passengers Carried.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

Joe Rawlinson

JULY 8, 2015

Research from Accenture highlights that 68% of Millennials demand an integrated, seamless experience regardless of the channel. So perhaps this one area where retailers can improve – by creating an online experience that is closer to the in-store experience. Live video assistance is a huge growth area. About the Author.

Customer Service 60

Customer Service Social Media Ecommerce Retail 60

Eptica

SEPTEMBER 10, 2015

For example the number of people who have used Twitter for customer service has increased by almost 70% since 2013, according to Forrester. Poor online experience Customers have high, continually rising, expectations. Based on this analysis McKinsey sees four reasons for slow take up of digital service: 1.

Customer Service 48

Customer Service Self Service Social Media Contact Center 48

Beyond Philosophy

FEBRUARY 3, 2015

What about Call to Action in the Retail Experience? Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there? 25 March 2013. They don’t. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Aagaard, Michael. “10

CEM 60

CEM Retail Consulting Conference 60

Gainsight

JULY 7, 2021

I can pretty vividly remember the first Pulse conference I attended back in 2013. Gainsight hosted Pulse 2013 at the Four Seasons in San Francisco, California. And just nine weeks later, we transformed our much-loved conference into an online experience for more than 20,000 Customer Success and Product professionals from 50+ countries.

Social Media 45

Social Media Conference NPS Hotels 45