Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. With that in mind, here are four predictions on how brands will step up their game in the new year. Engaged employees = #customerengagement.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul’s Hotel. Find out more and register now.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. These are the most shared marketing infographics of 2017. Brand Image, Equity, Personality & Archetypes: What Every Marketer Needs to Know. Your brand is not what you think it is!

Brands 208

Brands Strategy Customer Journeys Infographics 208

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Creating shared value is essential for developing an authentic brand and truly connecting with customers.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

ReviewTrackers

MAY 15, 2020

Your organization’s ability to build a strong employer brand is a major growth driver. But it takes more than posting job openings on LinkedIn or designing a fancy Careers page to create a brand that resonates with job seekers. Managing your employer brand should be a priority.

Brands 123

Brands Employee Engagement Financial Culture 123

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Kerry Bodine

FEBRUARY 6, 2017

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. But in 2017, big brands’ servers should be robust enough respond to each customer’s web request in milliseconds. This is bad news for brands. And yet, errors and missed opportunities abounded in last night’s game.

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. Will the proactive approach to passenger experience pay off for the brand?

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

BlueOcean

MARCH 20, 2017

After all, you’re already trusting your entire brand to an outsourced call center partner. Agents who have tenure in our physical environment have been immersed in the brand experience of our clients and understand how our culture drives our service. The virtual classroom of 2017 is a thing of beauty. The Virtual Classroom.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Thematic

MAY 29, 2023

We've refreshed our brand to better reflect our company's growth, values, and vision for the future. As a leader in feedback management and analytics, Thematic has evolved tremendously since its inception in 2017. Now, in 2023, we're thrilled to introduce our refreshed visual brand. We've done it!

Feedback 62

Feedback Brands Social Media Analytics 62

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Match brand promises with brand realities: communicate what’s actually delivered. Doing things right the first time and consistently will positively differentiate your brand.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

ReviewTrackers

FEBRUARY 24, 2021

Reputation marketing is a way of thinking about your reputation in the same way you think about your marketing – the more positive your brand’s reputation, the more growth you can deliver. According to Steve Olenski , contributor for Forbes, many brands don’t think about reputation management until a company crisis occurs.

Brands 104

Brands Marketing Social Media Sports 104

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Consumers have less faith in brands than ever before. Forrester Research is predicting more espionage, ransomware and privacy breaches in 2017. How smart brands measure customer intelligence ROI.

Trends 0

Trends Social Media Advertising e-support 0

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. Source: Email Critic.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul's Hotel. Find out more and register now.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Influitive

MARCH 24, 2017

Measuring the value of branded communities has always been difficult. Community managers are often forced to fall back on the savings they generate for customer support teams, rather than reporting on the revenue they generate for the company.

Brands 65

Brands B2B Report Measurement 65

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. Twice as many brands sank as rose. The number of brands in the excellent category fell to zero. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. appeared first on eGain Blog.

Omni-Channel 66

Omni-Channel Consulting Report Brands 66

SuiteCX

FEBRUARY 7, 2017

Build customer trust by consistently delivering on your brand promise. Step 2 – Deliver on the brand promise. It’s probably been a while since you thought about your brand promise. What are you doing that is building your brand value and what are you doing that is detracting from it? Here is to a growth oriented 2017!

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Build customer trust by consistently delivering on your brand promise. Step 2 – Deliver on the brand promise. It’s probably been a while since you thought about your brand promise. What are you doing that is building your brand value and what are you doing that is detracting from it? Here is to a growth oriented 2017!

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Wired and Dangerous

JANUARY 3, 2017

Welcome to 2017! This refreshingly novel brand of service leaves customers more cheaply entertained-and it leaves them richly stirred! We hope 2017 is your best year ever! We wanted to share with you our firm’s resolutions for 2017. Best wishes for a fantastic 2017! Value – unique is different from value – added.

Innovation 79

Innovation Entertainment System Communication 79

Strativity

MARCH 7, 2023

Brands need a strategy that incorporates generative AI. The sudden availability of this technology has brought with it challenges and opportunities for brands of every size, and this impact cannot be ignored. Why does ChatGPT matter to brands? Consider the past 10 years you have spent cultivating your brand personality.

Brands 98

Brands Analytics Consumers Technology 98

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. Twice as many brands sank as rose. The number of brands in the excellent category fell to zero. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. appeared first on eGain Blog.

Omni-Channel 61

Omni-Channel Consulting Report Brands 61

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media e-support 111

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Over 60% of them managed relatively large operations with more than $1 billion in annual revenue.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

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.”. These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. How can your brand adopt a customer service mobile strategy?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

CX Journey

DECEMBER 20, 2017

This makes for a strong brand image that’ll remain on their minds. Twitter-based customer service increased 250% from 2015 to 2017. Your brand should exist everywhere your audience does and engage them wherever they’re comfortable. What does this mean for how you communicate with customers?

Communication 137

Communication Brands Social Media Touchpoint 137

Eptica

MARCH 21, 2019

Date: Thursday, March 21, 2019 Author: Olivier Njamfa - CEO & Co-Founder How does CX impact brand trust? Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers. The Eptica Digital Trust study aims to analyze just how successfully UK brands are achieving these fundamentals.

Brands 80

Brands Self Service Insurance Fashion 80

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Trends 48

Trends Competitive Advantage Chatbots Social Media 48

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey.

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Storyminers

JUNE 3, 2022

We’ve updated it for 2017. Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time. 2017 Answer. 2017 will be the year of smarter customer experiences. Powerful combination!

Trends 147

Trends Customer Experience Wireless Entertainment 147

ShepHyken

DECEMBER 18, 2017

The Customer Experience Effect: A Look at We Learned in 2017 and What’s Ahead by Liliana Petrova. My Comment: I love learning from the top brands that are known for customer service and experience. Jet Blue is one of those brands. Here is a short lesson, but let me warn you. It’s a tease. My Comment: Wow!

Customer Journeys 79

Customer Journeys Customer Service Infographics Customer Service Training 79

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. In January 2017, ReviewTrackers reached out to a U.S.-based percent consider reviews as “influential” or “highly influential” when choosing a new local restaurant, outranking branded social media posts (17 percent) and ads (11 percent).

Survey 101

Survey Social Media Automotive Consumers 101

Forrester's Customer Insights

MARCH 30, 2023

BRAND ENERGY REBOOT In 2017, we introduced a seminal approach to understanding a brand’s performance: Forrester’s Brand Energy framework. of models that mapped perception of brand strength to business outcomes.

Brands 26

Brands Survey Data B2C 26

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? It’s simply natural to let expectations creep between brands. It’s simply natural to let expectations creep between brands. After all, most people notice obvious differences—like the ones between businesses and brands—more than the little changes within them.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147