ShepHyken

JANUARY 28, 2019

While an excellent concept for customers, it is also appropriate for the colleagues you work with. Social media customer care best when humans and bots are at play by Tara Jones. Retail Customer Experience) Here are five considerations for a mindfully sound social care strategy. ” Get ready to smile!

Social Media 103

Social Media Customer Service Customer Care Insurance 103

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. Google is my best friend!

Customer Centricity 184

Customer Centricity Measurement How To Customer Satisfaction 184

ShepHyken

APRIL 1, 2019

A nice article featuring some of the most relevant trends and strategies happening in social customer care. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. Do Customers Trust Your Tech? A Look at Technology and Data Protection by Brian Hannon.

Customer Service 103

Customer Service Social Media Chatbots Trends 103

BlueOcean

MARCH 31, 2021

This inevitably translates to higher contact volume in the customer care realm. Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. They’re picking up their phones at all hours of the day.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. It’s measuring customer experience in tasks, rather than in how the company changes its behavior.

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. About Blue Ocean.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

BlueOcean

MAY 13, 2021

Across all sectors, second quarter online sales surged 32%, with consumers spending $211.5 A recent report shows that at the crux of the crisis, 64% of consumers in the U.S. If a brand couldn’t prove its value to a frugal customer, it more than likely experienced a drop in sales over the last year.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

Comm100

MAY 20, 2022

Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. People expect fast customer service. 31% of U.S.

Software 242

Software Wait Times Multi-Channel Consumers 242

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

ShepHyken

OCTOBER 14, 2019

4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. We hope one of these ideas can make their way into how you think about honoring your customer-facing employees! My Comment: Last week was Customer Service Week.

Customer Service 20

Customer Service Customer Centricity Customer Service Training Customers 20

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

Travel 156

Travel Trends Customer Care Retail 156

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

Trends 136

Trends Customer Service Self Service Contact Center 136

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. At the same time, today’s rapid methods of engagement have conditioned customers to expect immediate response times.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

NetBase

MAY 17, 2019

Luckily, luxury brands in all stages of growth can use predictive capabilities to stay ahead of demanding consumer needs and edge out competitors. If you want social consumers to talk about your brand – and of course you do! Is creating experiences enough to win you loyal customers for life? Customer Care Isn’t a Luxury.

Customer Care 52

Customer Care Engagement Fashion Social Media 52

BlueOcean

AUGUST 9, 2021

Simply request pricing for our outsourced customer care solution. 84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection. Contact Center Data Analytics. Artificial Intelligence in the Contact Center.

Contact Center 156

Contact Center Technology Self Service Analytics 156

Interactions

FEBRUARY 20, 2019

Sure, the idea of talking to a bot online seems like it would be a quick and efficient way to solve your customer care inquiry, but is that really the case? Consumers think chatbots are more time-consuming than helpful. Consumers think chatbots are more time-consuming than helpful.

Chatbots 54

Chatbots Consumers Infographics Analytics 54

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? That’s powerful – and probably more so than most brands realize: 88% of consumers trust online recommendations as much as personal recommendations. The post The 2019 Complete Guide to Influencer Marketing eBook appeared first on NetBase. It depends on who you ask. Are they correct?

eBook 55

eBook Marketing Comparison Analysis 55

NetBase

APRIL 25, 2019

But the tools below – updated for 2019 – will surely get you started. If sales are up or down, social data – i.e., consumers talking to you on social media – tells you why. How are you doing with customer care? What do consumers want from brands in your category moving forward? Why perform a social audit?

Social Media 66

Social Media Tools Multi-Channel Analytics 66

TechSee

JULY 31, 2019

billion in 2019 to USD 17.4 This is generally carried out by humans, a time-consuming, expensive and often inaccurate process. It can add essential information to a customer’s profile based on visual data from smart telematic devices, a game-changer for insurance and utility companies. The market is expected to grow from USD 10.9

Self Service 149

Self Service Automotive Healthcare Retail 149

NetBase

DECEMBER 3, 2019

Why are very obvious customer needs and wants left unmet in many categories? The 2019 Consumer Experience Analytics Report: EMEA has answers! And the verticals include technology; media and entertainment; consumer products; banking and finance; health and pharmaceutical; and, retail. Qualify and act on customer leads.

Report 52

Report Analytics Entertainment Survey 52

ShepHyken

OCTOBER 1, 2019

Hyper-personalization happens when you are able to collect and analyze enough data to get to a very deep understanding of the individual consumer. It allows for exceptional customer care. Find ways to provide your customers with fast and frictionless service. This starts by saving them time.

Self Service 21

Self Service Contact Center Conference Trends 21

NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. Better understand customer experience and the consumer journey. And that last bullet will drive ways to reconnect with consumers and re-energize confidence. Customer care. A preview of its findings follow.

Social Media 53

Social Media Report Survey Marketing 53

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . Customers expect constant innovation.

Customer Experience 105

Customer Experience Self Service Advertising Customer Expectations 105

NetBase

DECEMBER 13, 2019

Most potential consumers are scrolling through online content for a good portion of their day. Brands reaching these media-connected consumers have advanced social analytics informing strategic outreach decisions. Media-connected consumers are online overall an average of 6.5 Customer Experience is Everything.

Analytics 52

Analytics Consumers Connections Advertising 52

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. But some would say our industry is hitting its stride.

Trends 40

Trends Self Service Customer Experience Social Media 40

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? That’s powerful – and probably more so than most brands realize: 88% of consumers trust online recommendations as much as personal recommendations. The post The 2019 Complete Guide to Influencer Marketing appeared first on NetBase. It depends on who you ask. Are they correct?

Marketing 40

Marketing eBook Comparison Analysis 40

Maru Group

JANUARY 16, 2019

Despite tough trading conditions at the end of 2018 – thanks to falling consumer confidence and a rise in discounting – online sales still equated for 20% of all retail spend at the end of November 2018, according to the Office for National Statistics (ONS). Our industry-renowned Retail Benchmark report will be released in early 2019.

Retail 45

Retail Customer Experience Touchpoint Fashion 45

ShepHyken

JANUARY 18, 2019

Time to start planning for your 2019 customer experience initiatives. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole?

Customer Experience 99

Customer Experience Contact Center Airlines Average Handle Time 99

NetBase

OCTOBER 5, 2018

Renewed focus on creating a top-notch customer experience is all the rage – in fact, it’s table stakes. So why are brands missing so many opportunities on the customer experience analytics front? The 2018 Consumer Experience Analytics Report highlights the ways brands are on target – and the areas where they need to better their aim.

Omni-Channel 45

Omni-Channel Analytics Consumers Report 45

Team HGS

JULY 16, 2019

Using AI to Solve Problems and Surprise and Delight Your Consumers. It may be counterintuitive, but customer problems can represent a brand’s biggest opportunity. Nothing is more authentic than demonstrating you understand and care about your customers. By Andrew Kokes, HGS Senior Vice President, Global Head of Marketing.

Consumers 40

Consumers Social Media Customer Care Interaction 40

NetBase

NOVEMBER 20, 2019

Tis’ the season to discover what consumers are clamoring for and then sort out how to offer it! Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. This sets a high bar for brands from a customer experience standpoint. They’re the trendsetters. Consistently.

Fashion 40

Fashion Social Media Report Groups 40

Interactions

SEPTEMBER 10, 2020

billion into the US economy during the 2019 holiday shopping season. Coming out of the holiday shopping season there was a newfound sense of optimism and the fervent belief that nothing could stop the American consumer. Post-Black Friday, shoppers pumped $730.2 Fast forward to today.

Retail 71

Retail Consumers eBook Customer Care 71

Currency Alliance

JUNE 19, 2019

While martech will continue to evolve rapidly, the low-hanging fruit is in using technology between partners to create more opportunities for customers to earn and burn, and capture a better perspective of what the customer cares about. This is a huge problem for the consumer. 1] Loyalty Magazine , June 2019, p17.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Maru Group

JANUARY 16, 2019

Despite tough trading conditions at the end of 2018 – thanks to falling consumer confidence and a rise in discounting – online sales still equated for 20% of all retail spend at the end of November 2018, according to the Office for National Statistics (ONS). Digital retail winners in 2019. Digital retail winners in 2019.

Retail 40

Retail Customer Experience Touchpoint Fashion 40

ClientSuccess

JULY 23, 2019

It used to be that agents were hired based on their expertise in one particular customer service channel. Customer care agents today are crossed-trained for expertise in all customer engagement mediums including social media, email, chat, phone and text. Customer Service Via Social Media.

Self Service 40

Self Service Trends Customer Service Social Media 40

NetBase

NOVEMBER 20, 2019

Tis’ the season to discover what consumers are clamoring for and then sort out how to offer it! Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. This sets a high bar for brands from a customer experience standpoint. They’re the trendsetters. Consistently.

Fashion 40

Fashion Social Media Report Groups 40

NetBase

APRIL 25, 2019

But the tools below – updated for 2019 – will surely get you started. If sales are up or down, social data – i.e., consumers talking to you on social media – tells you why. How are you doing with customer care? What do consumers want from brands in your category moving forward? Why perform a social audit?

Social Media 83

Social Media Tools Multi-Channel Analytics 83