ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

MAY 3, 2019

Similarly, as far back as 2011, RightNow’s 2011 Customer Experience Impact Report found that 55 percent of consumers said that easy access to support and information can make them fall in love with a brand. Read Shep’s latest Forbes article: How To Earn A Perfect Customer Satisfaction Score. Be where your customers are.

Loyalty 116

Loyalty Effort Score Social Media Omni-Channel 116

Comm100

NOVEMBER 13, 2022

One survey found that 90% of consumers now rate an immediate response as either “important” or “very important” when they need a customer service question answered. . Overall, satisfaction among live chat interactions is exceptionally high, with an average live chat CSAT score of 4.3 in 2021. .

Tools 195

Tools Customer Service Tips Omni-Channel 195

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Adam Toporek. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Adam Toporek. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ProProfs Chat

JULY 30, 2021

Consumers consider different aspects of your brand like quality, value, website responsiveness, values, and so on to form an opinion about your brand. (a) Consider the following research study by Edelman which shows the top reasons why consumers trust a brand. Brand Net Promoter Score (NPS) Template.

Brands 111

Brands Net Promoter Score Social Media e-support 111

SurveySensum

JULY 14, 2020

Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM). He has been featured in The Economist, Social Media Today, Computerworld, BizTech Magazine, and many others and has contributed to books on Customer Service, Social Media, and IT Change Management.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132