Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. Social media has changed all of this – not only are customers in control of how and when they get in touch, but they can complain publicly, giving them power and influence as well as control. Negative feedback. Social media becoming a distraction.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

CSM Magazine

JANUARY 19, 2018

Could social media be realizing its true calling as the ultimate customer service channel? Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. The studies were fielded from July through December 2017. According to recent studies by J.D.

Wireless 49

Wireless Social Media Customer Service Telecommunications 49

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

ReviewTrackers

FEBRUARY 10, 2021

Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. . We’ve got the main touch points for customer interactions with a brand, which are public relations, advertising, media coverage, website, and online reviews and social media.

Management 123

Management Social Media Culture Advertising 123

ProProfs Chat

DECEMBER 14, 2018

Collecting and responding to customer feedback is critical for any growing business. Ignoring or failing to collect feedback is like flying a plane at night without instruments: you hope you’re headed in the right direction, but you can’t really be sure. So, how do you collect the most relevant feedback from your customers?

Feedback 97

Feedback Social Media Survey Customers 97

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

WorkOutLoud

FEBRUARY 15, 2018

Your social media team works hard. These are just a handful of the channels that keep your social team busy. This article is going to discuss 3 ways the addition of a private, online customer community can help boost your brand, provide some focus for your social team, and make life easier for your customers.

Social Media 40

Social Media Strategy Conference B2C 40

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. This holds especially true today, when consumers are eager to validate their purchase decisions — and attempt to do so by using social media and real-time feedback from other consumers as their key resources. percent) and TV ads (9.8

Survey 101

Survey Social Media Automotive Analysis 101

ReviewTrackers

FEBRUARY 24, 2021

When you were applying to jobs right out of college, your advisor, family and friends may have told you to watch what you post on social media because you had to create a positive online brand reputation to get a job. In reputation marketing, it’s also essential to analyze customer feedback.

Brands 104

Brands Marketing Social Media Sports 104

ShepHyken

JANUARY 2, 2017

Customer Feedback: How To Ask For And Implement It by Lauren Dowdle. My Comment: Customer feedback, both good and bad, is a gift. My Comment: Customer feedback, both good and bad, is a gift. 3 Important Lessons of Social Customer Service on Twitter From 2016 by Lauren Kamp. You’re an entrepreneur, not a mind reader.

Self Service 76

Self Service Customer Service Social Media Feedback 76

ShepHyken

MARCH 6, 2017

Complain on social media? Take your customers off mute: 3 tips for customer feedback by Loretta Jones. Marketing Land) There’s no denying the value of customer feedback. Columnist Loretta Jones shares three tips to make sure you’re getting the most out of your customer feedback programs. Chat online?

Customer Service 83

Customer Service Social Media Roadmap Tips 83

Enalyzer

DECEMBER 19, 2017

To go out with a bang, we’ve brought you a roundup of features we released in 2017 that you may have missed. You can add social media icons to end pages and allow respondents to share your survey with their networks. Share your survey on social media. 2017 was the year we added German to our family.

Social Media 62

Social Media Survey Report Software 62

Survicate

FEBRUARY 20, 2019

On the one hand, with thousands of clients and leads just a couple swipes and clicks away, advertising and collecting feedback has never been so easy. But it’s a full-fledged tragedy if you’re not aware if (and where) your clients are leaving you negative feedback, and can’t make amends or drive your product strategy accordingly.

Feedback 81

Feedback Management Survey Tools 81

ShepHyken

JUNE 29, 2018

Social Media Engagement. It is no secret that social media continues to increase in popularity by the day for customer support. In a 2017 report by Conversocial , it was stated that customer service interaction made via Twitter have increased by 250% in the last two years. Customer Feedback.

Social Media 82

Social Media Customer Service System Touchpoint 82

Clarabridge

MAY 4, 2017

Following HCSC and Northridge Group’s keynote, Rebecca Liberman, Voice of the Customer Specialist for Lyft, revealed why brands must track feedback in real-time to better delight their customers. Adam and his team mine their customers’ social media profiles for information that can lead to better and more personalized experiences.

Customer Service 45

Customer Service Social Media Conference Guest Experience 45

ReviewTrackers

APRIL 7, 2021

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Be open to and properly manage employee feedback.

Banking 94

Banking Management Social Media How To 94

Retently

MARCH 29, 2023

With 805 Supercharger stations in 2017, Tesla’s interactive map illustrated its plan to expand them over the next few years. Takes customer feedback seriously I personally never owned a Tesla before, but I did a test drive of the Tesla Model S once. The charging time would only improve in later updates.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Russel Lolacher

DECEMBER 20, 2021

And it’s been well received… @TranBC @DriveBC thank you for your great social media presence. we see all your hard work, @DriveBC @TranBC social media leads. social has become a critical communication tool and is a part of our public infrastructure. Our social media is an extension of this.

Customer Care 98

Customer Care Transportation Social Media Government 98

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Setting up this process for your social media customer support is not trivial, obviously.

Chatbots 76

Chatbots Social Media Healthcare Study 76

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. They’re a repeat winner of the Confirmit ACE Awards , and this year they won in the Voice of the Employee category following the expansion of their program to look at employee feedback. Another area where Siemens is focused on innovation is text analytics.

Case Study 40

Case Study Social Media Analytics Study 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. They’re a repeat winner of the Confirmit ACE Awards , and this year they won in the Voice of the Employee category following the expansion of their program to look at employee feedback. Another area where Siemens is focused on innovation is text analytics.

Case Study 40

Case Study Social Media Analytics Study 40

CX Journey

NOVEMBER 22, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017. Online communities have become a popular alternative lately. They're much more prevalent now than ever before, and customers are turning to other customers for assistance with common and not-so-common issues.

Self Service 0

Self Service Social Media Knowledge Base Call Center 0

Experience Investigators by 360Connext

OCTOBER 4, 2017

Jeannie Walters (@jeanniecw) October 4, 2017. CX leaders are often responsible for gathering and interpreting customer feedback. ” Or “Our customer complaints on social media went up.25%! CX Investigators (@360Connext) October 4, 2017. cxday #custexp pic.twitter.com/cxdCaGEpzn. 25% this month.

Customer Service 181

Customer Service Social Media Innovation NPS 181

ReviewTrackers

MARCH 26, 2018

When you were applying to jobs right out of college, your advisor, family and friends may have told you to watch what you post on social media because you had to create a positive online brand reputation to get a job. In reputation marketing, it’s also essential to analyze customer feedback.

Brands 82

Brands Marketing Social Media Sports 82

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. What do you think you did to earn this kind of feedback? It’s all about your people.

Case Study 152

Case Study Airlines Conference Wait Times 152

ShepHyken

AUGUST 14, 2020

In 2017, insurance firm John Hancock offered Apple Watch to its life insurance policyholders at a discounted rate. The audience’s social media activity can help understand the type of content in high demand. Getting customers involved after posting relatable product content on social networking sites can be a good idea.

Tips 129

Tips Customer Experience Social Media Insurance 129

ReviewTrackers

FEBRUARY 2, 2018

Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. . We’ve got the main touch points for customer interactions with a brand, which are public relations, advertising, media coverage, website, and online reviews and social media.

Management 75

Management Social Media Culture Advertising 75

Clarabridge

MAY 2, 2017

Using Clarabridge’s CX Studio, Jon and his team collated a wealth of rich customer feedback––from surveys, call centers and more––into one central hub to capture the true voice of the customer. The post Inspiring a CX Revolution: C3 2017 Day 1 Highlights appeared first on Clarabridge.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . Building and nurturing these connections can lead to improved internal and external engagement, deeper trust and boosted social capital. – MIT Technology Review (2017).

Customer Care 45

Customer Care Social Media Engagement Brands 45

ShepHyken

OCTOBER 18, 2021

Your customers will thank you, and they’ll be much more likely to share their positive experience with friends, family, and social media followers. Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. My Comment: Feedback is a gift.

Customer Service 86

Customer Service Airlines Feedback Social Media 86

ShepHyken

AUGUST 7, 2017

How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. Social Media Explorer) Social media listening is one of the most important b2b trends that businesses, especially the ecommerce space, has seen in recent years. No doubt that social media is about interaction.

Customer Service 59

Customer Service Social Media Chatbots Ecommerce 59

Lumoa

OCTOBER 13, 2017

Brands are often missing that “social media” is a social platform. Although social media is often used for advertising and brand awareness, do you remember that the best advertisement is a happy customer? Social interaction and engagement is what makes your brand personal and builds connection to the audience.

Social Media 273

Social Media Examples Customer Experience Advertising 273

BirdEye

DECEMBER 15, 2022

A well-crafted social media campaign can turn your brand’s content into a powerful marketing tool. This article will show you how to create a social media campaign strategy that actually works for your business. Table of contents What is a social media campaign? How do social media campaigns work?

Social Media 98

Social Media How To Entertainment Effort Score 98

transcosmos Information Systems

JANUARY 5, 2017

Statistics on e-commerce business for 2017 and beyond remain strong. You can use the checklist to plan your customer service strategies for 2017. Do you try to solicit feedback about their experience in your website or about your business in general? Social media. Customer Service for Your E-commerce Business.

e-support 87

e-support Customer Experience Social Media Policies 87

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

ReviewTrackers

JULY 20, 2017

And with the focus slowly but surely shifting to online review sites, social media platforms, and search engines, the reputation of your brand is no longer influenced as heavily by traditional offline media, advertising, and brand-centric content as it used to be. 2017 Local Search Survey ). Social Media Link ).

Brands 72

Brands Social Media Feedback Consumers 72

ReviewTrackers

APRIL 19, 2017

The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas. Award-winning customer feedback software company and patient experience technology partner ReviewTrackers will be one of the exhibitors at the summit.

Healthcare 101

Healthcare Innovation Strategy Marketing 101