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 44

Contact Center Customer Engagement Engagement Customer Service 44

Forrester's Customer Insights

APRIL 5, 2017

To do this, firms and their insights pros need to cultivate digital intelligence (DI), which Forrester defines as: The practice of developing a holistic understanding of customers across digital touchpoints for the purpose of optimizing and perfecting the experiences delivered and decisions made by brands during moments of engagement.

Analytics 38

Analytics Touchpoint Tips Engagement 38

DemandJump

DECEMBER 7, 2020

From 2017 to 2019, marketing spending in the U.S. Media attribution is the practice of monitoring and tracking which media channels make the biggest impact on your customer engagement and ultimately, your sales. rose by over $6 million. 25% of this spending is related to media placement! A Simple Definition of Media Attribution.

Multi-Channel 59

Multi-Channel Social Media Advertising Touchpoint 59

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. Author: Vincent Giraud All organizations understand the importance of customer experience to the bottom line. L’Occitane – the benefits of a global approach to digital customer experience.

ROI 63

ROI Financial Self Service Customer Experience 63

Eptica

DECEMBER 2, 2016

Against this backdrop, and with fierce competition from online marketplaces such as Amazon and eBay, Forrester Research believes that retailers must now deliver rich, personalized customer experiences to win and retain customers both now and moving into 2017. Share this page on: Tweet.

Retail 48

Retail Ecommerce Touchpoint Customer Engagement 48

Comm100

DECEMBER 1, 2017

This is why 34% of organizations have recognized the importance of improving their voice of the customer strategy: They want to be sure that the customer experiences that they are designing (and the investments that they are making) are what their customers are actually asking for. Customer Journey Mapping Is Gaining Importance.

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

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 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

TechSee

FEBRUARY 19, 2019

TechSee: Seeing things from your customer’s point of view. TechSee Augmented Vision , a leader in visual customer engagement, enables consumers to receive visual and interactive guidance though their smartphones with EVE , the world’s first self-service visual tech assistant powered by AI and AR. Hall 5 Stand 5E61.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

Oracle

MARCH 14, 2018

Mark Grannan of Forrester, Mary Wardley of IDC, Dan Miller of Opus Research, Ken Landoline of Ovum, and Rebecca Wettemann of Nucleus Research answer the question: What are the challenges to delivering great omnichannel customer experience? Overcoming data silos. Mastering multichannel and cross-channel.

Omni-Channel 58

Omni-Channel Customer Experience Touchpoint CRM 58

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Service design must deliver a coherent experience across all channels and touchpoints Everyone in your company must realize that they are now in customer service.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

Lithium

AUGUST 8, 2018

The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints.

B2C 40

B2C Social Media B2B Brands 40

Currency Alliance

JUNE 11, 2017

liquidity), shared technology, removal of unnecessary intermediaries, and overall fewer restrictions that stifle customer engagement. Customers have been figuring out how little most loyalty currencies are worth for several years now (leading to the passive apathy they´ve been demonstrating).

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

Confirmit

JULY 23, 2017

and author of the recent report, “ The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017”, jumped into her presentation called “How Metrics Drive Customer Obsession (Or not). She also encouraged the audience to rethink how they are measuring customer engagement.

Metrics 40

Metrics Measurement Innovation Net Promoter Score 40

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Let’s think in customer touchpoints instead.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Grade.us

AUGUST 21, 2018

269 billion emails were sent and received each day in 2017. Statistic: Number of sent and received e-mails per day worldwide from 2017 to 2022 (in billions) | Statista. SMS, when combined with other channels like email, improves customer engagement levels. Here's why this is a problem. SMS vs. email: The hidden problem.

Marketing 55

Marketing e-support Consumers Feedback 55

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

Smith+co CX

JANUARY 30, 2018

“The purposeful, intentional and consistent implementation of customer experience is the staple diet for market leading brands.”. According to Forrester’s 2017 CX Index , customer experience quality has plateaued or declined for most industries and companies.

Culture 28

Culture Leadership Airlines Brands 28

GetFeedback

JULY 24, 2018

We tend to agree with this Harvard Business Review assessment , which emphasizes that customer experience doesn’t begin or end with one business function. It’s the sum of all touchpoints and interactions that occur throughout a customer’s relationship with your brand, including the pre-sale period.

Video 277

Video Customer Experience How To Customer Journeys 277

Thunderhead

AUGUST 13, 2018

The company was forbidden by Ofgem from taking on new customers in April 2017, again this March and in June 2018, that ban was extended indefinitely. Furthermore, since customers have complex, individual needs and traverse an increasing multitude of channels and touchpoints, customer-focussed technology is also crucial.

Poor Customer Service 40

Poor Customer Service Financial Customers Social Media 40

Currency Alliance

JUNE 11, 2019

Certainly, this generosity has helped the likes of American Express, Chase, and their ilk keep their brands top of mind – but it also led in turn to a surge in customers ‘gaming’ reward cards. in 2017[vii]. Customers appreciate the free money, but it simply doesn’t make them loyal. Revenues also increased by 10.4%

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ClearAction

OCTOBER 25, 2018

Don’t assume that Marketing’s ownership of things like market intelligence, predictive analytics, digital, retention, loyalty and CRM qualifies this department to achieve your enterprise customer experience goals. Mature customer-centric marketing is not new, yet timing is right to embrace it now.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Measure the impact of customer behavior on KPIs (e.g.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Avaya

APRIL 24, 2017

Each of the devices and channels offers its own set of diverse scenarios for linking to other devices and channels, making no two customer experiences the same. The not-so-good news is that businesses are still grappling to understand customers’ actions across these various touchpoints.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

Currency Alliance

NOVEMBER 4, 2022

In 2017, legislation in the European Union reduced the interchange fee from 2-2.5% But with interchange fees dropping, you should be relying more on merchant partners to top up the incentives by enabling them to fund additional points when customers engage. Of course, this has happened before in other jurisdictions.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. Share this page on: Tweet.

Technology 48

Technology Multi-Channel Self Service Consumers 48

Currency Alliance

DECEMBER 13, 2018

The outcome for the brands which succeed will be in getting 25-50% more customers engaged with their loyalty strategies. in 2017[ii]. Marketing technology (martech) spending, meanwhile, rose from 22% of budget in 2017 to 29% in 2018. This should happen across touchpoints: social engagement, reviews, referrals, etc.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Eptica

FEBRUARY 8, 2017

Date: Wednesday, February 8, 2017 Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms. Published on: February 08, 2017. Author: Olivier Njamfa Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers.

Knowledge Base 48

Knowledge Base Consumers Touchpoint Customer Engagement 48

Currency Alliance

JUNE 19, 2019

Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight. Kudos to them.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Avaya

SEPTEMBER 7, 2017

Companies are now competing in an era of endless customer touchpoints and possibilities. They’re tasked with matching today’s rapid pace of innovation and also constantly anticipating customers’ evolving needs. This has made the concept of an omnichannel customer experience integral for success. Apple, Google, Facebook).

Omni-Channel 67

Omni-Channel Customer Experience Contact Center Social Media 67

CSM Magazine

JUNE 12, 2020

Increasing Role of Technology in Customer Service. As retail automation technology takes quantum leaps forward (see Figure 3), companies that provide value-driven information across multiple touchpoints will differentiate themselves from those who employ single channel or siloed environments. Roesler, Peter (2017).

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

Pointillist

NOVEMBER 11, 2019

The cause-and-effect relationship between first contact resolution rate and customer satisfaction shown in the chart above uses MetricNet benchmarking data from 2016. Source: 2017 HDI Metric of the Month. Solving an issue on the first call eliminates rework and frees agents up to focus on other customer-facing tasks.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Currency Alliance

FEBRUARY 26, 2019

Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. A loyalty program should be relevant to 80% of customers. For example, maximizing customer Lifetime Value (LTV) might be the primary objective. Define the strategy.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

MAY 9, 2019

Now, the mobility sector is understood to comprise every transport type that enables customers to get from one place to another and – more importantly – how customers search for, book, and manage their mobility choices. With growth, comes competition. Building such habits is precisely what loyalty programs do. .

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

John Paul

JULY 26, 2018

Concierge services are becoming accessible via connected smart-home assistants such as Amazon Alexa, and Google Home, as well as wearable devices like the 3rd Generation Apple Watch and the $3,000 wearable Android device from Louis Vuitton, the Tambour Horizon, bringing real-time convenience and connectivity to customers wherever they are.

Technology 45

Technology Hospitality Hotels Loyalty 45

Confirmit

SEPTEMBER 24, 2018

A successful Customer Experience Management program offers numerous benefits to organizations: Monitor customers’ feedback to understand their pain points and focus on improvements that matter to them. Provide a holistic view of customers across all touchpoints and all channels, across the entire customer journey.

Customer Experience Management 45

Customer Experience Management Customer Experience Management Multi-Channel 45