ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Below are a few ways AIM can create higher levels of customer engagement. There is a wealth of customer data available to marketers today.

Customer Engagement 207

Customer Engagement Engagement Marketing Fashion 207

eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. We have been a perennial leader in the web customer service MQ. If you are a Gartner client, you can access it on www.Gartner.com. And much, much, more.

CRM 64

CRM Customer Engagement Engagement B2C 64

ProProfs Chat

JULY 27, 2018

Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience.

Customer Engagement 93

Customer Engagement Engagement Strategy Marketing 93

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty. ” – Shep Hyken.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Joe Rawlinson

FEBRUARY 14, 2018

billion global social media users , which equal roughly 37 percent market penetration, the opportunity for businesses to engage and connect with existing and new customers is vast and constantly growing. So what can you do to really use this tool and build your customer engagement? With over 2.8 Know Your Audience.

Social Media 87

Social Media Customer Engagement Engagement Tips 87

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. Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. Engaged employees = #customerengagement.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

GetFeedback

JULY 24, 2018

Bain & Company once surveyed 362 companies, and 80% said they delivered a “superior customer experience.” ” But according to their customers, only 8% really did. In this age of hyperconnectivity , brands can engage their customers in more ways than ever, yet they’re failing to meet their needs.

Video 277

Video Customer Experience How To Customer Journeys 277

ECXO

JUNE 20, 2023

Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. It’s the foundation of a differentiated customer experience and employee experience.

B2B 367

B2B Brands Innovation Government 367

Provide Support

JULY 6, 2017

Customer engagement is the future of e-commerce. Now that global consumers are able to purchase nearly anything they wish on whatever device they want and wherever they happen to be, the eCommerce customer experience has dramatically changed. The best way to do that is through improving customer engagement.

Ecommerce 61

Ecommerce Infographics Customer Engagement Engagement 61

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 171

Trends Customer Experience Wireless Entertainment 171

ShepHyken

JULY 31, 2017

Three Easy Ways to Engage Your Customers by Jeff Toister. Toister Solutions) Here are three ways you can engage your customers that cost little to no money and take just a small amount of effort. This time he shares three simple ideas on the hot topic of customer engagement. Follow on Twitter: @Hyken.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

Alida

MAY 8, 2018

Recent research released by the CMO Council found that increasing customer empowerment is “heightening the job security risks of chief marketing officers (CMOs), who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers.”.

Report 173

Report Customer Experience Leadership Study 173

Kerry Bodine

JANUARY 4, 2017

February 4 – 8, 2017. May 16 – 17, 2017. June 5 – 8, 2017. June 19 – 21, 2017. September 24 – 26, 2017. Chief Customer Officer USA. January 30 – February 1, 2017. January 23 – 26, 2017. Next Generation Customer Experience. March 27 – 29, 2017. April 25 – 26, 2017.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. Ultimately, digital engagement is what customers demand.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. To reach customers in 2018, companies are now either going to have to pay for visibility, partner up with influencers, or encourage very meaningful engagement.

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. We have been a perennial leader in the web customer service MQ. If you are a Gartner client, you can access it on www.Gartner.com. And much, much, more.

CRM 40

CRM Customer Engagement Engagement B2C 40

Michelli Experience

MARCH 21, 2017

Starbucks, on the other hand, is an experience brand that drives emotionally engaging experiences on top of a foundation of operational excellence. At a recent investors meeting, McDonald’s announced that it will be launching mobile order and mobile pay in the fourth quarter of 2017 in every one of its 14,000 restaurants in the USA.

Strategy 203

Strategy Financial Consulting Brands 203

CloudCherry

FEBRUARY 26, 2019

More firms choose to adopt analytics to increase customer acquisition: ‘Increasing customer acquisition and targeting’ is the top driver that encourages organizations to adopt measurement and analytics, with 57% of respondents opting for it. Customer Analytics and its diverse applications.

Analytics 256

Analytics Report Analysis Study 256

Michelli Experience

NOVEMBER 1, 2017

Adolpho’s Lessons for Employee and Customer Engagement. So as not to postpone the connection between Adolpho Kamisky and the engagement of your team members and customers any further, I was moved by a statement made by Sarah Kamisky concerning the impact of the actions taken by her father and other members of the French resistance.

Customer Experience 173

Customer Experience Hotels Consulting Travel 173

Michelli Experience

MAY 1, 2018

Yocale Business cites a 2017 Trinity Mirror/Ipsos study which showed 42% of respondents said they distrusted brands and 69% distrusted brand’s advertising. Does the influencer have an engaged niche audience you haven’t been able to otherwise attract to your brand?”. Social Media influencers don’t have to be human.

Social Media 185

Social Media Customer Experience Advertising Multi-Channel 185

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Short-term rewards: uptick once or for one period — engagement value exceeded underlying value. What is customer engagement?

Customer Centricity 48

Customer Centricity Customer Engagement Engagement Customers 48

CloudCherry

MARCH 19, 2019

In their 2017 report “Drive Business Growth with Great Customer Experience” their models demonstrate “revenue potential clearly increases with higher CX Index scores.”. A positive customer experience and an engaged company develops trust between customer and company. Reduce Costs. Lower risk. The takeaway?

Financial 218

Financial Metrics Customer Journeys NPS 218

Esteban Kolsky

JANUARY 27, 2017

I shared with you first the model for Customer Service Usage and Adoption , then the one for Data Usage in the Enterprise , followed by Artificial Intelligence in the Enterprise , and Platforms and Ecosystems. This is the final topic: Customer Experiences and Engagement. Not by any intelligent attempt. True, trust me.

Engagement 60

Engagement Customer Experience Case Study Study 60

Esteban Kolsky

JANUARY 27, 2017

I shared with you first the model for Customer Service Usage and Adoption , then the one for Data Usage in the Enterprise , followed by Artificial Intelligence in the Enterprise , and Platforms and Ecosystems. This is the final topic: Customer Experiences and Engagement. Not by any intelligent attempt. True, trust me.

Engagement 60

Engagement Customer Experience Case Study Study 60

Lumoa

JANUARY 11, 2022

is one of the top NPS software used for analyzing customer satisfaction and gaining insight into the customers’ response. It collects the information by analyzing, engaging, measuring, and growing customer engagement. Promotoer.io One of the only barriers is that its price may start steeping.

NPS 243

NPS Software Net Promoter Score Survey 243

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 147

Trends Customer Experience Wireless Entertainment 147

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. Ultimately, digital engagement is what customers demand.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

ImprintCX Articles

JANUARY 7, 2025

Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers of employee engagement and its costing them. Worse, this imbalance is directly impacting the one thing every company should care about: customer experience (CX). The result?

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

ShepHyken

MAY 15, 2017

Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite. And, who doesn’t want that!

Customer Service 69

Customer Service Airlines eBook Loyalty 69

Comm100

MARCH 4, 2021

It’s also important for organizations to build engagement and show their agents the direct impact their work has on the organization’s goals. Customer satisfaction shone. Overall, live chat customer satisfaction (CSAT) rate increased by 1.3 Recommending reading: What does omnichannel customer engagement mean? .

Data 147

Data Omni-Channel Effort Score Report 147

Steve DiGioia

JANUARY 23, 2017

. — Steve DiGioia (@SteveDiGioia) January 11, 2017. Nate Brown (@CustomerIsFirst) January 11, 2017. Steve DiGioia (@SteveDiGioia) January 11, 2017. Zappos (@zappos) January 11, 2017. Now, we have all heard about the great service Zappo’s provides and how they set the standard for engagement with their customers.

Social Media 100

Social Media Engagement Training Customer Engagement 100

Kustomer

JUNE 11, 2020

Last week, the research and advisory firm Gartner published the CRM Customer Engagement Magic Quadrant and Kustomer was announced as a new entrant. This debut underscores Kustomer’s important role in the space, as we continue paving the way for the next generation of customer service CRM, driving intelligent and scalable experiences.

CRM 52

CRM Customer Engagement Engagement B2C 52

Alida

JUNE 30, 2017

Eric Angeloro, global launch and lifecycle marketer at Cadillac, presented his company’s strategy: creating innovative products, providing unforgettable customer experiences, enabling ongoing engagement, rethinking marketing and driving word of mouth. Tap into authentic customer relationships to solve key business challenges.

Automotive 138

Automotive Industry How To Customer relationships 138

Esteban Kolsky

JANUARY 26, 2017

The fourth installment of the research agenda for 2017 (and beyond) is the basis for all the others to exist: Platforms and Ecosystems. So far, Customer Service Usage and Adoption (CS). Customer Engagement and Experiences (CEE) (tomorrow). Data Usage in the Enterprise (DU). Artificial Intelligence in the Enterprise (AI).

eBook 60

eBook Case Study Software Study 60

Esteban Kolsky

JANUARY 26, 2017

The fourth installment of the research agenda for 2017 (and beyond) is the basis for all the others to exist: Platforms and Ecosystems. So far, Customer Service Usage and Adoption (CS). Customer Engagement and Experiences (CEE) (tomorrow). Data Usage in the Enterprise (DU). Artificial Intelligence in the Enterprise (AI).

eBook 60

eBook Case Study Software Study 60