Brad Cleveland Blog

SEPTEMBER 25, 2013

“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in The Wall Street Journal (“Utilities Tap Power of Social Media,” by Andrew Blackman, The Wall Street Journal, September 22, 2013).

Social Media 20

Social Media Customer Service Consumers Customers 20

Brad Cleveland Blog

SEPTEMBER 25, 2013

“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in The Wall Street Journal (“Utilities Tap Power of Social Media,” by Andrew Blackman, The Wall Street Journal, September 22, 2013).

Social Media 20

Social Media Customer Service Consumers Customers 20

Velaro

JULY 22, 2015

Customer engagement is being transformed by social media “buy” buttons and ecommerce live chat. Now (or soon, in some cases) customers can purchase items directly from your ads or social media posts. For the curious, here’s a bit more background on the emerging social media “buy” button phenomenon.

Customer Engagement 100

Customer Engagement Engagement Ecommerce Social Media 100

Vonage

OCTOBER 22, 2015

Social media. With more consumers turning to channels such as Facebook to complain about poor customer service, social media is a technology that has caused contact centers a great deal of concern. The post Seven technologies to improve customer service in SMBs appeared first on Blog | NewVoiceMedia.

Technology 120

Technology Customer Service Gamification Wireless 120

Second to None

FEBRUARY 4, 2020

“More than half (51 percent) of grocery sales are digitally-influenced, according to a new survey report from Deloitte, “ The Grocery Digital Divide: How Consumer Products Companies Can Deliver on the New Digital Imperative.”. consumer products leader. What grocery consumers want: convenience, curation and integration.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Comm100

FEBRUARY 19, 2014

Advances in technology over the years have added at least five additional channels to the list – email, web chat, SMS, phone apps and social media. Customer satisfaction with social media interactions is currently low as companies have yet to fully develop and integrate business practices for this channel.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

ProProfs Chat

FEBRUARY 19, 2021

Through this blog, let’s develop a complete understanding of “Customer Effort Score.”. It involves a great effort which is both time-consuming as well as frustrating. released in the year 2013. Range Scale of 1-7 : This scale arrived in 2013 after fine-tuning the 2010 edition. Incorporate Multiple Channels of Interaction.

Effort Score 52

Effort Score Omni-Channel How To Multi-Channel 52

Beyond Philosophy

JANUARY 19, 2015

According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Consumer motivation research (“On Brands and Word of Mouth”, Journal of Marketing Research, August, 2013), conducted by several professors at U.S. consumers, compared to 3.7

Automotive 60

Automotive Marketing Sports Social Media 60

NetBase

SEPTEMBER 6, 2019

If you had gone to a customer in 2013 and said ‘Would you like a black, always-on cylinder in your kitchen about the size of a Pringles can that you can talk to and ask questions, that also turns on your lights and plays music?’ Talk about capturing amazing consumer intel in the name of convenience! No customer was asking for Echo.

Analysis 49

Analysis Ecommerce Social Media Comparison 49

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 156

Social Media Examples Customer Service Tips 156

Helen Dewdney

MARCH 24, 2017

As followers of this blog and my social media know, I always bang on about telecoms being the sector for the worst customer service. In 2013 Transport Focus found that almost 9 in 10 of passengers eligible for compensation for delays, did not claim. The research shows how few people are claiming what they are owed.

Transportation 63

Transportation Social Media Consumers Tips 63

Beyond Philosophy

AUGUST 15, 2019

There is observational data today in social media, also, meaning it’s not what people tell you in a poll but what people tell their friends. . At the end of 2013, the strategic NPS plummeted, and all the bonuses were canceled. He pulled up the consumer confidence figures at the same time. Both are vital to measurement.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

Helen Dewdney

DECEMBER 13, 2017

From social media sites. If you paid more than £100 by credit card you will be able to claim from the credit card company using Section 75 of the Consumer Credit Act. For more information, tips, advice, guidance and consumer laws explore the blog and GET THE BOOK! Debit card. Telephone costs.

Hotels 43

Hotels Travel Social Media Banking 43

Magellan Solutions

APRIL 19, 2021

Technology plays a vital role in this development because of the introduction of advanced marketing tools, social media, and smartphones. Since brand information is easily accessible to the public thanks to technology, consumers are more disinterested in outbound marketing techniques. Blogging to draw attention to your website.

Call Center 52

Call Center Social Media Sales Advertising 52

Clicktools

JUNE 28, 2017

Trust plays an integral role in the relationship between a business and consumer. Consumers need to be able to trust in the business in terms of quality, efficiency, and punctuality of deliverables, consistency of product and services, and security with personal data. These are aspects the consumer never really sees.

System 53

System Social Media Consumers Data 53

Natalie Petouhof

SEPTEMBER 1, 2016

If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand. If a consumer’s flight gets delayed or she receives terrible food brought to the table, she might post on Twitter, Facebook, Instagram, Snapchat, and Yelp within minutes of the incident.

ROI 45

ROI Social Media Airlines Customer Service 45

SurveySparrow

NOVEMBER 15, 2019

Smartphones give consumers a louder voice and bigger presence. Today, SurveySparrow was lucky to have the opportunity to chat with Judith Aquino from 1to1media about her work covering Customer Experience related topics for one of the most popular CX blogs online. In other words, consumers were gaining a louder voice and presence.

Advertising 71

Advertising Chatbots Survey e-support 71

Thematic

MARCH 21, 2019

Think social media. A social media monitoring company, Sysomos, looked at 1.2 In a 2013 study, 74% of online consumers expressed frustration with websites that displayed content that had nothing to do with their interests. These days we have a tendency to talk at each other, instead of to each other.

Survey 48

Survey Social Media Study Customers 48

Gainsight

JULY 7, 2021

I can pretty vividly remember the first Pulse conference I attended back in 2013. Gainsight hosted Pulse 2013 at the Four Seasons in San Francisco, California. Plus, a flurry of social media posts (170+ from Gainsight’s account and 730+ from Gainsters, sponsors, speakers, and attendees) amplified our Pulse promotions.

Social Media 45

Social Media Conference NPS Customer Success 45

Qualtrics

JULY 9, 2019

Prior to the advent of HCAHPS (hospital consumer assessment of healthcare providers and systems) in 2007, the concept of experience in healthcare was an afterthought on the periphery of healthcare strategy. consumers shop online and 50 percent rely on online reviews to inform their purchases. Today, more than 80 percent of U.S.

Healthcare 33

Healthcare Hospitality Survey Effort Score 33

transcosmos Information Systems

FEBRUARY 13, 2018

Lafley was the CEO of multinational consumer goods company, Procter & Gamble , from 2000 to 2009 and from 2013 to 2015. Alan George “A.G.” Lafley cared so much for P&G customers that he wanted P&G products to build on their personal lives and experiences.

Customer Care 84

Customer Care Policies Customer Centricity Customers 84

Natalie Petouhof

FEBRUARY 11, 2016

That’s a massive surge of 575% versus the same month in 2013. It’s a popular social media ritual in which people post retro photos on social media. MySpace even features some original conten t as well as ads from brands like Jeep. Between desktop and mobile devices, MySpace reached 50.6 in November.

Data 40

Data Advertising Social Media Return on Investment 40

LiveChat

JANUARY 20, 2017

Same thing happened with social media channels. Now, the winners are companies that know how to make use of cross-platform customer service and train their agents not only to answer calls and emails but also to live chat and respond on social media. In 2013, American Express Service conducted a survey with 1620 consumers.

Self Service 28

Self Service Trends Customer Service Customer Experience 28

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. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Adam Toporek. Temkin Group was acquired by Qualtrics in October, 2018. Chip Bell.

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. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Adam Toporek. Temkin Group was acquired by Qualtrics in October, 2018. Chip Bell.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

JUNE 11, 2015

Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums. And, none of this has helped the airline industry’s image and reputation.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Vonage

JULY 31, 2017

Consumers are armed with a smartphone, and this single device has changed the business to consumer relationship. Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers. The average customer has their own digital ecosystem or “ego system” of social media feeds.

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Vonage

DECEMBER 8, 2016

A figure which has increased by more than $20 billion since 2013. Since then, the number of US consumers who have reported leaving a business due to poor customer service has also risen from 44 percent to 49 percent. Today’s consumers shop across many different channels. As featured on the Salesforce Blog.

Contact Center 120

Contact Center Poor Customer Service Social Media Call Center 120

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Magellan Solutions

FEBRUARY 24, 2022

Awareness and interest can also be made to lead to sales by first directing a consumer to free content, which, in turn, will lead to more awareness and interest. Whereas, B2C (Business to Customer) deals with getting the information of customers or consumers to make a sale. Consumer Products. $ Social Media Advertising. $

Social Media 40

Social Media B2B B2C Sales 40

ReviewTrackers

FEBRUARY 14, 2019

Consumers today go online to “do their homework” when shopping for — well, literally anything. Modern consumers are combing through all the information at their fingertips, through smartphones, word of mouth, and social media to weigh pros and cons before purchasing. The Rise of Patient Feedback.

Feedback 62

Feedback Healthcare Social Media Hospitality 62

Martin Hill-Wilson

MAY 27, 2015

What would you like Martin to next write a blog on?”. Regular instant messaging on a mobile phone has leapt from 29% of mobile phone users in 2013 to 42% in 2014, driven by services including WhatsApp, Facebook Messenger and BBM. The use of social media has tripled since 2007. Social feeds. How they consume TV.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

Comm100

OCTOBER 17, 2017

In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business. With the fame came a wave of social media engagement.

Social Media 130

Social Media Customer Service Customer Care Feedback 130

ViiBE Blog

DECEMBER 21, 2020

A help desk ticketing system is a customer service technology that collects and tracks all customer support interactions from various channels—phone, chat widget, email, and social media. Aberdeen Group’s 2013 field service report showed that organizations with an FCR above 80% experienced a 6.2% Want to learn more?

Metrics 98

Metrics Average Handle Time Customer Satisfaction Call Center 98

C3Centricity

NOVEMBER 15, 2015

I was reminded of his talk because it has since been turned into an infographic on the TED Blog. When I first started working at Philip Morris International, there was a rumour amongst consumers that Marlboro was financing the Ku Klux Klan in the US. These five essential elements of remarkable brand stories are the result.

e-support 120

e-support Brands Connections Consumers 120

Helen Dewdney

AUGUST 9, 2019

She has a blog called The Complaining Cow. I then wrote up the story for the blog and that was years ago and blogs and social media use has only increased. Gavin Patterson was CEO of the BT Group from September 2013 until February 2019. I’ll tell you a little story, if I may. Williamson says.

Case Study 56

Case Study Poor Customer Service Social Media Study 56

OpinionLab

OCTOBER 24, 2017

The rise of digital continues at a staggering rate, with total digital media usage up 40% between December 2013 and December 2016, according to comScore. social media); highly visible information can not only be damaging but, if taken on board and valued, extremely actionable. Why redesign your website?

How To 94

How To Comparison Feedback Measurement 94