InMoment XI

FEBRUARY 24, 2014

“Consumers are more and more aware that personality and profit can be compatible” – Trendwatching.com. The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.” View Article.

Marketing 150

Marketing Trends Consumers Report 150

InMoment XI

FEBRUARY 24, 2014

“Consumers are more and more aware that personality and profit can be compatible” – Trendwatching.com. The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.” View Article

Marketing 150

Marketing Trends Consumers Report 150

InMoment XI

FEBRUARY 24, 2014

“Consumers are more and more aware that personality and profit can be compatible” – Trendwatching.com. The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.” View Article

Marketing 150

Marketing Trends Consumers Report 150

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. As such, the management lesson for brands aspiring to join the top 10 is clear: those responsible for the employee experience need to be fundamental and genuine partners in building customer experiences.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. White House Office of Consumer Affairs A 10% increase in customer retention levels result in a 30% increase in the value of the company. Here''s a hint: 82% of consumers in the U.S. Your brand promise sets those expectations. Want to know the secret to customer retention?

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. We’ll get into further detail later: Brand. About Maury.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. For most brands, trying to improve performance simply by emulating John Lewis or First Direct can be counterproductive. In this conversation I want to talk about CX improvement.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Alida

JUNE 5, 2017

Reporting to the president, the CDO took charge of all products and services across Nike.com, Nike+ as well the brand’s other digital platforms. For example, L’Oreal, the largest cosmetics and beauty company in the world, began its digital transformation in 2014 and appointed Lubomira Rochet as its CDO to lead digital initiatives.

Fashion 154

Fashion Retail Innovation Consumers 154

Kayako

FEBRUARY 16, 2017

Customers expect easy and intuitive self-service: An earlier Forrester consumer survey about channel usage for customer service, reported that use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. so the page would be in German. Let’s review….

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? Blockchain will transform many industries—including big markets like financial services —so companies need to get closer to their customers to understand the impact of this technology to consumer behavior.

Trends 174

Trends Retail e-support Technology 174

AskNicely

JULY 17, 2018

Founded in 2014, Biteable was created with the mission of providing accessible, affordable video creation for all. Until then, video animation and production was too costly and time consuming for most small businesses to take on. The Business of Helping Customers Tell Stories. Uncovering Customer Happiness.

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

C3Centricity

APRIL 3, 2019

And time consuming. WHO ARE OUR BRAND’S CUSTOMERS? She shops in local supermarkets and gets advice from friends on Facebook, about the best brands to buy and what’s on offer. She’s been buying our brand for over two years because it satisfies her children’s hunger when they get in from playing sports.

Marketing 209

Marketing How To Advertising Brands 209

ijgolding

AUGUST 7, 2014

In 2014, a staggering number of 28 pubs are still being closed every week. Although it is easy to point the finger of blame at the government and the economy, it must not be ignored that the behaviour of the British consumer has changed radically. What they/we expect from a pub is on the whole different in 2014 to 2002.

Customer Experience 201

Customer Experience Customers Training Customer Retention 201

C3Centricity

OCTOBER 1, 2019

We all know how extremely demanding consumers have become in recent years. How do you treat your own customers, consumers and clients? That is what touches our customers and makes them feel differently about our brand, company or service. In a video way back in 2014 Tim Cook talked about being " better."

Customer Satisfaction 188

Customer Satisfaction Hotels Marketing Customer Centricity 188

GetFeedback

MAY 9, 2018

A consumer survey by Imprint Plus found that 32.5% Many small businesses, e-commerce brands, financial services, and even call centers integrate texting into their customer service practice to reduce wait times and conduct customer satisfactions surveys. Today, customer service goes beyond the call center. million views a year by 2020.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Source: The New Yorker 66% of consumers switched companies in at least one of ten industries due to poor service in the past year. 82% of consumers felt their service provider could have done something to prevent switching. I originally wrote today''s post for Intradiem.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. Transforming Data Once we''ve inventoried all of our data, it''s time to put it to good use; it''s time to transform it into a usable format so that the business can consume it and affect the customer experience in a positive way. I have six rules for transforming and consuming the data.

Data 177

Data Customer Experience Customer Journeys Analysis 177

AskNicely

JULY 26, 2015

If you can show recent feedback, it shows your brand is popular now, not back in 2012. Genuine – As much as we’d like to believe your SaaS brand “changed my life”, a comment written by your PR guy smells bad from a mile away. Current – A two year old compliment isn’t going to cut it.

Net Promoter Score 150

Net Promoter Score How To NPS Tips 150

Alida

MARCH 10, 2016

Social media and online review sites give them a megaphone to broadcast their feelings about brands—positive and negative. Brands have never been more fragile,” James Surowiecki, a business journalist for The New Yorker , wrote in 2014. What is customer intelligence—and how can it transform your brand? Conclusion.

Sales 172

Sales eBook Study Social Media 172

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Vonage

JANUARY 3, 2017

Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. This shows that while the overall cost of poor service has gone down, many consumers are still finding the same problems – but perhaps more infrequently. However, it’s not all bad. Respond quickly.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Most consumers expect ready access to support or help. From purchasing to customer support, your brand’s mobile strategy should synchronize with your customers’ journeys.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Customer Bliss

NOVEMBER 29, 2021

To support those conversations, the Choosing Wisely® Initiative of the American Board of Internal Medicine Foundation in partnership with Consumer Reports was established. A 2017 Minnesota Department of Health report review of tests, ordered by physicians in the state in 2014, validates the need for such conversations. Click To Tweet.

Healthcare 139

Healthcare How To Advertising Banking 139

NICE inContact

JULY 13, 2016

After six years in the cloud, Hoveround added inContact’s award-winning Personal Connection™ proactive outbound solution in 2014 and has seen outstanding results by eliminating the tell-tale awkward pause of typical legacy dialers. How omnichannel experiences help companies excel and differentiate their brand.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Customer Bliss

MAY 17, 2016

Responsibilities include multiple digital platforms and processes, including: Audi brand and dealer websites; myAudi ownership portal; consumer mobile applications; dealership digital sales and service applications; customer lead platform and processes; dealership sales and service process coaching and execution.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Kayako

JULY 7, 2016

You might argue, “well that was 2014,it doesn’t matter.” And while not every customer may be an online journalist, every delighted customer will feel better about your brand, product, or service. 81% of consumers’ buying decisions are influenced by their friends’ social media posts. But you’d be wrong. Click To Tweet.

Customer Service 169

Customer Service Competitive Advantage Hotels Social Media 169

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. The rise of personal computing devices, from iPhone apps to Fitbits, will continue to change how consumers experience the world they live in.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Customer Bliss

JANUARY 19, 2018

Today, I want to talk about an act of bravery by CVS, which has chosen to walk away from photoshopped images on its store-brand makeup products and marketing, so that women can truly see what the makeup products will look like for real — sans the digital glow. ” Now THIS is deciding to be real.

Retail 135

Retail Culture Connections Study 135

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. This idea is supported by a recent survey from LoyaltyOne which found that 50% of consumers think that stores being open all day on Thanksgiving day is a bad idea.

Contact Center 126

Contact Center Tips Social Media Customer Care 126

Beyond Philosophy

MAY 10, 2017

As I’ll discuss later, most consumers are a lot like me. percent between 2012 and 2014. And the very nature of loyalty is shifting: 77 percent of all consumers say they’re more willing to switch brand loyalty than they were even three years ago. Are you actually loyal to any of these companies or brands?

Loyalty 137

Loyalty Loyalty Programs Airlines Rewards Programs 137

Brandwatch CX

JANUARY 3, 2019

Whether you’re looking for some stimulating reading with your morning coffee, a self-confessed data geek, or a marketer who wants to understand how Twitter can help your brand, we’ve got the Twitter stats for you. During the 2014 FIFA World Cup Final, 618,725 tweets were sent in a single minute. Twitter historical facts.

Brands 111

Brands Financial Marketing Consumers 111

ReviewTrackers

MAY 7, 2019

Many business owners believe that online reviews have an important influence in driving consumers’ purchase decisions. Restaurant consumers are connected online so it’s imperative that franchisees meet them where they are,” said GE Capital, Franchise Finance chief marketing officer Shannon Tolbert.

Social Media 86

Social Media Advertising Resources Consumers 86

Helen Dewdney

SEPTEMBER 4, 2018

As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Dave feedback about The Complaining Cow in his Tesco Plc Half Year 2014/15 Earnings Presentation October 23 rd 2014. “I’ll Correspondence with The Complaining Cow and Tesco CEO began….

Case Study 60

Case Study Consumers Study Social Media 60

Brandwatch CX

JANUARY 2, 2019

91% of retail brands use 2 or more social media channels. People aged 55-64 are more than twice as likely to engage with branded content than those 28 or younger. 96% of the people that discuss brands online do not follow those brands’ owned profiles. In 2014, the most searched term was music. The internet has 4.2

Social Media 111

Social Media Video Advertising Brands 111

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. And you’re not alone in feeling that way.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195