Michelli Experience

APRIL 11, 2017

In last week’s blog , I made a distinction between “likely to recommend” and “actually recommend.” Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g. wanting not to have their favorite places overrun with new customers).

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

Michelli Experience

APRIL 11, 2017

In last week’s blog , I made a distinction between “likely to recommend” and “actually recommend.” Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g. wanting not to have their favorite places overrun with new customers).

Customer Care 133

Customer Care Brands Net Promoter Score Social Media 133

SurveySparrow

MARCH 14, 2020

While it is important that you have a mechanism to get leads on auto-pilot, you are bound to lose them later on if you don’t have a strategy to keep them engaged. Customer engagement is the measurement of your customer’s engagement with your content or product. Benefits of Measuring Customer Engagement.

Metrics 81

Metrics Customer Engagement Engagement Social Media 81

ShepHyken

DECEMBER 7, 2018

Whatever your product or service is, and whoever your audience might be, there is a good chance (a very good chance) your customer engagement will benefit from trying out text. The post Guest Blog: How Texting Has Become An Essential Customer Service Tool appeared first on Shep Hyken.

Tools 116

Tools Customer Service Hospitality Healthcare 116

Comm100

FEBRUARY 5, 2018

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered. The answer for many businesses was customer engagement software.

Social Media 123

Social Media CRM Self Service Software 123

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. How many employees support digital engagement at Aruba? MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

Think Customers

OCTOBER 20, 2014

As more and more consumers gravitate toward mobile as their preferred channel to conduct their daily tasks, customer service will be well on its way to becoming the future trend for mobile apps and services. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Care 95

Customer Care Tips Loyalty Trends 95

ShepHyken

JANUARY 18, 2019

The old way of thinking about customer engagement is no longer satisfactory in a marketplace where customers demand instant gratification. The possibilities are limitless once you understand the best places in the customer lifecycle to deploy technology and change how you think about customer experience.

Customer Experience 95

Customer Experience Contact Center Airlines Average Handle Time 95

ShepHyken

DECEMBER 14, 2018

Ted Bardusch, CISO at customer engagement hub Usermind highlights that a unified customer record is crucial to being able to meet the GDPR’s 72-hour customer breach notification rule. “To To guarantee customer retention, CX teams need to consider a security breach as a likely stop along the customer journey.

Customer Experience 104

Customer Experience Policies Government Customers 104

ShepHyken

NOVEMBER 9, 2018

Virtual web assistants are an excellent solution for companies in need of a more personalized approach to their customer engagement strategy and can be trained to manage the customer experience entirely. At the fundamental level, most organizations maintain a corporate blog and regularly contribute to its development.

Company 96

Company CRM e-support Resources 96

Integrity Solutions

JULY 26, 2019

When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. The post Customer Engagement With A Human Touch Is A Powerful Thing appeared first on Integrity Solutions.

Customer Engagement 66

Customer Engagement Engagement Contact Center Self Service 66

ShepHyken

NOVEMBER 30, 2018

Customer-centric organizations do not invest in chatbots for the sake of “keeping up with the Joneses.” They invest to meaningfully improve the customer experience. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey. It Had Better Be!

Omni-Channel 96

Omni-Channel Self Service Policies Abandon Rate 96

ShepHyken

AUGUST 31, 2018

He’s a Marketing Manager for customer engagement software, RichCall. The post Guest Blog: 8 Exciting Ways AI Delights Customers appeared first on Shep Hyken. Yura Filimonov is captivated by the potential of AI technology and he wrote a pragmatic guide to using AI in contact centers.

Self Service 74

Self Service Chatbots Social Media Insurance 74

ShepHyken

NOVEMBER 10, 2017

Busy lifestyles and hectic routines result in customers/visitors wanting support at a time convenient to them. Live chat enables businesses to offer 24/7 support services, ensuring better customer engagement and delightful onboarding experiences. Read Shep’s latest Forbes Article: The Phone Is The New Millennial Wallet.

Customer Journeys 74

Customer Journeys Fashion e-support Travel 74

GetFeedback

DECEMBER 26, 2018

Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. 33% of consumers prefer to reach out to a business via social media, and it’s common for current and prospective customers to scan social media interactions to get a sense for the brand’s customer care standards.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Think Customers

SEPTEMBER 15, 2015

In April, I posted a blog about the difficulties that sales, marketing, and customer care leaders face in obtaining a truly comprehensive view of customers.

Customer Care 40

Customer Care Sales Connections Marketing 40

Experience Investigators by 360Connext

DECEMBER 31, 2014

Our first one, Social Customer Care, is a topic I’ve presented about for organizations like the Word of Mouth Marketing Association and the Online Marketing Institute. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Get Schooled.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Lumoa

MARCH 9, 2023

Customer empathy is at the heart of Lush’s approach to building trust with its customers. By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns. Let me give you a real-life scenario of how it works in general.

Customer Experience 423

Customer Experience Social Media Customers Video 423

Bill Quiseng

MAY 18, 2015

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. At Hallmark Business Connections, we believe in the power of the human connection.

Customer Care 60

Customer Care Social Media Trends Customers 60

Storyminers

JUNE 3, 2022

Not everything that matters to customers can be measured and not everything we measure matters to them! Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most. Which CX metrics do you think are the most important?

Trends 147

Trends Customer Experience Wireless Entertainment 147

Comm100

MAY 11, 2020

We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’! And it’s no different with the evolution of omnichannel customer engagement. Here’s a helpful blog on what omnichannel customer engagement really means ).

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

Build relationships with customers BEFORE they are customers. Care about your relationships enough to view them as such, not as transactions. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Be who you are, everywhere, and to everyone.

Loyalty 272

Loyalty Banking Social Media Consulting 272

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. For whatever reason, certain travelers are left on hold for hours, and for better or worse, these travelers are forced to use only a handful of support and engagement channels. For customer Care, it’s quite simple.

Hospitality 52

Hospitality Brands Travel Airlines 52

Lithium

JUNE 11, 2019

Study Finds Investments In Customer Experience Are Paying Off. Whether you curate and manage social media channels or are a “first responder” as part of a brand’s social media customer care efforts, you are on the front lines – and will be responsible for setting the tone of your brand’s digital customer experience.

Social Media 40

Social Media Customer Engagement Engagement How To 40

Lithium

JUNE 11, 2019

Study Finds Investments In Customer Experience Are Paying Off. Whether you curate and manage social media channels or are a “first responder” as part of a brand’s social media customer care efforts, you are on the front lines – and will be responsible for setting the tone of your brand’s digital customer experience.

Social Media 40

Social Media Customer Engagement Engagement How To 40

Lithium

JUNE 11, 2019

Study Finds Investments In Customer Experience Are Paying Off. Whether you curate and manage social media channels or are a “first responder” as part of a brand’s social media customer care efforts, you are on the front lines – and will be responsible for setting the tone of your brand’s digital customer experience.

Social Media 40

Social Media Customer Engagement Engagement How To 40

Comm100

MAY 11, 2020

We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’! And it’s no different with the evolution of omnichannel customer engagement. Here’s a helpful blog on what omnichannel customer engagement really means ).

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. YoY increase in customer retention.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. Your community and supporters are online, and it is fundamentally changing how and where constituents look for support, and how they engage with you today. Manager, Social Media & Customer Engagement for ALEX AND ANI. See you there!

Customer Care 40

Customer Care Social Media Connections Marketing 40

Lithium

DECEMBER 17, 2020

We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Some blog areas are limited to Khoros customers only.

Customer Journeys 52

Customer Journeys Guidelines Innovation Metrics 52

Lithium

DECEMBER 7, 2020

We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Some blog areas are limited to Khoros customers only.

Customer Journeys 52

Customer Journeys Guidelines Innovation Metrics 52

Natalie Petouhof

MARCH 7, 2016

Tweet Customers are More Difficult to Serve Than Ever. Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move between different devices [i]. Is Your Brand Ready ?

Innovation 40

Innovation Customer Engagement Engagement Contact Center 40

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.

Contact Center 126

Contact Center Tips Social Media Customer Care 126

Grade.us

DECEMBER 6, 2018

The Best Content Marketing Blogs. Follow these blogs for a steady stream of fantastic advice. It feels like this one has been a top-notch content creation blog pretty much from the day it first launched. The perfect blog to take all your content marketing efforts right to the next level. Copyblogger.

Resources 30

Resources Tools Marketing B2C 30

NICE inContact

JUNE 11, 2019

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. Get in touch or learn how you can engage in smart digital conversations with your customers. That’s in contrast to 57% who are satisfied with traditional channels.

Industry 136

Industry Self Service Customer Service Banking 136

Lithium

APRIL 4, 2023

If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

Social Media 52

Social Media Metrics Brands Engagement 52

Experience Investigators by 360Connext

JANUARY 26, 2015

While many of the readers of this blog (that’s you!) are familiar with customer experience terms and ideas, most people still are not. So I explain our work of helping companies and organizations understand the true experience of their customers, leading to improved experiences. I totally get it. 30, January 2015.

Industry 110

Industry Customer Experience Social Media Leadership 110