ShepHyken

MARCH 9, 2018

This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i]. Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

C3Centricity

DECEMBER 31, 2018

This is quite tough for a blog that has been running for almost eight years and highlights the quality of the content we share with you! Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World). We all know how extremely demanding consumers have become. Thanks for your help.

Brands 276

Brands Strategy Customer Journeys Infographics 276

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

Helen Dewdney

AUGUST 13, 2022

Helen Dewdney, consumer champion presents The Complaining Cow Consumer Show on East London Radio. Most things relate to being consumers! All experts in their field, guests talk to a consumer expert! James Jones talks about consumer credit scores. Cristina Luna-Esteban from Ofcom talks about consumer protection.

Consumers 76

Consumers Travel Entertainment Tips 76

OpinionLab

DECEMBER 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. Online retailers need to realize that just moving to digital is not a panacea — rather, they must give consumers a great experience at the same time. This article was originally posted on the Verint blog. sales jumping 19.7% over 2017 to $7.9

Retail 60

Retail Consumers Online Experience Sales 60

OpinionLab

DECEMBER 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. Online retailers need to realize that just moving to digital is not a panacea — rather, they must give consumers a great experience at the same time. This article was originally posted on the Verint blog. sales jumping 19.7% over 2017 to $7.9

Retail 60

Retail Consumers Online Experience Sales 60

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. This blog post is not about the top customer service trends to watch out for in 2018. Who is doing this right?

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Grade.us

DECEMBER 20, 2018

The Best Influencer Marketing Blogs of 2018. Visit this blog to find in-depth posts on everything influencer marketing. The Top 10 Breakout Influencers of 2018 2018’s Best Influencer Campaigns: 21 Case Studies On Top Brands, Influencers, and More 7 Tips For Designing the Perfect Sponsored Instagram Story.

Resources 47

Resources Tools Marketing Case Study 47

ShepHyken

JULY 28, 2017

As a result, it dismissed the new iPhone as a “mere consumer toy.” As a final example, why would any consumer want to go through the time and effort to travel to a mall or other shopping destination, when they can now order just about anything painlessly, with just a few clicks on Amazon or other retail websites?

Retail 80

Retail Social Media Travel Consumers 80

ShepHyken

DECEMBER 7, 2018

89 — the percentage of consumers who want messaging conversations with businesses. Read Shep’s latest Forbes article: Give A Valuable Gift: The Top 10 Business Books For 2018. The post Guest Blog: How Texting Has Become An Essential Customer Service Tool appeared first on Shep Hyken.

Tools 119

Tools Customer Service Hospitality Healthcare 119

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. The goal will be to intuitively understand the nuances of each individual consumer as they inevitably change to deliver deeper levels of personalization.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

ShepHyken

APRIL 20, 2018

According to the 2018 ReviewTrackers Online Reviews Survey , 63.6 percent of consumers report they are likely to check reviews on Google before visiting a business. Google is the main place where consumers will discover your business. Getting Customer Support From Companies Will Be Easier In 2018.

Customer Experience 81

Customer Experience Hotels Customer Journeys Conference 81

ShepHyken

MARCH 29, 2019

As PWC recent study reveals , the price is what makes consumers shop at a particular retailer; the desired item being in stock, trust to the brand and a good location come next. billion, in 2018, its AI-driven earnings are impressive. The pricing process is a crucial element in building a successful shopping journey.

Retail 108

Retail Customer Experience How To Ecommerce 108

Eptica

JANUARY 30, 2019

Date: Wednesday, January 30, 2019 Author: Anne-Claire Bellec - Marketing Director The 4 barriers to meaningful consumer conversations. Author: Anne-Claire Bellec - Marketing Director The reasons that consumers remain loyal to brands goes beyond factors such as product range and price. Published on: January 30, 2019.

Consumers 77

Consumers Self Service Social Media Brands 77

ShepHyken

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. If it’s a “no” I immediately have a subject for another blog post. Capturing the essence of 2008’s demanding consumer arena, it is—surprise, surprise—all about those pesky, demanding consumers. Here are my top five picks from last week.

Customer Service 92

Customer Service Chatbots Wireless Airlines 92

ShepHyken

JUNE 8, 2018

Research reveals that 19% of consumers will never forget — or forgive. Consumer empowerment (social media has consumers publicly sharing stories about buying experiences) is diluting customer loyalty to brands and raises expectations about post-purchase support. It doesn’t have to be this way. But the story didn’t end there.

Social Media 77

Social Media Video Case Study Customers 77

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. With technologies and consumer demands constantly evolving, what unconditional priorities can companies set for their contact center that won’t be shattered by ever-changing standards?

Contact Center 107

Contact Center Report Customer Journeys Customer Centricity 107

Grade.us

NOVEMBER 2, 2018

2018's Best Social Media Marketing Blogs. These blogs are consistent providers of top-notch social media content. This blog has lots to say about the way emerging technologies are growing, changing, and improving social media marketing. Here's a blog that's been a personal go-to for me for many years.

Social Media 32

Social Media Resources Tools Marketing 32

ShepHyken

SEPTEMBER 7, 2018

The data-based insights from our 2018 B2B Buying Disconnect report will show you why: Buyers don’t trust vendors. The problem is that many of the options for involving your customers can be time-consuming or ineffective. On average, buyers use about five sources of information to make their purchasing decisions.

Case Study 84

Case Study ROI B2B Study 84

ShepHyken

SEPTEMBER 3, 2018

Dina’s Blog) Fix the Problem. Forbes) The CGS study, part of its annual Global Consumer Customer Service Report, examined consumer preferences for customer service engagements, specifically chatbot usage. The post 5 Top Customer Service Articles for the Week of September 3, 2018 appeared first on Shep Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

Optimove

DECEMBER 18, 2018

2018 brought twice as many pink-hued lightbulbs, shining a light on 500 attendees, 12 workshop leaders, and 15 speakers sharing, absorbing, and discussing the current and future state of CRM. And as we begin wrapping up 2018, we reflect on our 4 th Optimove Connect, hoping we accomplished just that.

Connections 53

Connections Conference CRM Consumers 53

ShepHyken

MAY 28, 2018

My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

InMoment XI

OCTOBER 3, 2024

79% of consumers say that loyalty programs caused them to purchase from an organization more frequently. Personalize Customer Experiences Did you know that 71% of consumers expect a personalized customer experience? Furthermore, 78% of consumers are likely to repurchase from an organization that personalizes their customer experience.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

ShepHyken

DECEMBER 20, 2019

As a consumer, how do you feel when you receive a poor customer experience? Salesforce conducted a survey in 2018. They asked 6,700 consumers and business buyers about their buying habits based on CX. The post Guest Blog: Why Customer Experience Is Essential to Your Bottom Line appeared first on Shep Hyken.

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

ShepHyken

JULY 9, 2018

RingCentral) UK businesses are losing billions of pounds each year as consumers continue to demonstrate their intolerance for bad customer experience. CustomerThink) I often write my blog posts and articles whilst traveling on either a train or an airplane. Poor Customer Service Costs UK Businesses £37 Billion by Stephanie Liais.

Poor Customer Service 85

Poor Customer Service Customer Service Infographics Travel 85

NICE inContact

DECEMBER 3, 2018

In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Only 35% of consumers are highly satisfied* with their experience, regardless of channel and country surveyed.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. This uncertainty also impacts consumers and their spending. Does your customer experience make it easy for consumers to achieve what they want to do, valuing their time? Share this page on: Tweet.

Consumers 71

Consumers Brands Social Media Measurement 71

Call Experts

JANUARY 9, 2019

More Blogs Menu. Consumer Experiences in The Digital World. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. Team Member Skills Highlight: Scott Witte. Customer disengagement will cost you more!

Consumers 64

Consumers Call Center Conference Contact Center 64

NICE inContact

DECEMBER 12, 2018

Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The survey found that: 94% of consumers expect companies to direct them to the method of contacting them that resolves their situation the quickest way.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120

NICE inContact

JUNE 26, 2019

We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. This indicates that a majority of organizations believe they still have some work to do in order to provide consumers with the true omnichannel experiences that they expect.

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. Over the course of the year, we’ll dedicate a blog post to each of these CX game changers. At that current rate, digital was expected to overtake voice in 2018. Instant communication will become the standard for exceptional customer service in 2018. LEAVE A COMMENT.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. Seems like a potential win-win situation, but are consumers and businesses really aligned on chat?

Net Promoter Score 136

Net Promoter Score Comparison Consumers Study 136

GetFeedback

JANUARY 21, 2019

In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed. Enough so that the consumer feels inclined to further research the company and consider making a purchase. Blog posts. Blog posts should require 5-10 minutes of reading time at most. Infographics.

Survey 210

Survey Marketing How To Infographics 210

Avaya

OCTOBER 25, 2018

This blog is authored by Dale Conwell, Vice President, C3i Solutions. Dale’s primary focus is developing innovative solutions for companies in consumer packaged goods, food and beverage, retail, hospitality, consumer goods, OTC and other industries. This blog was first published July 12, 2018 on the C3i Solutions blog.

Omni-Channel 47

Omni-Channel Consumers Self Service Brands 47

NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet. appeared first on NICE inContact Blog.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

Grade.us

DECEMBER 6, 2018

Your content will get your business visibility, it will earn you links, help consumers fall in love with your brand, enrich lives and help your company grow. The Best Content Marketing Blogs. Follow these blogs for a steady stream of fantastic advice. 5 Blogging Lessons You Can Learn from a Small Country Town.

Resources 30

Resources Tools Marketing B2C 30