Bill Quiseng

MAY 8, 2017

This is especially true with customer relationship management (CRM), an area that businesses were smart to pay attention to 30 years ago in 1987—and can no longer afford to ignore in today’s competitive environment. Social media accounts might be inaccurate or outdated. Remember, customer information is constantly changing.

CRM 98

CRM Customer Relationship Management Customer relationships Social Media 98

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Recently on Customers Rock! Countless reports and case studies have proven this linkage. Image credit: TommL ).

Social Media 154

Social Media Case Study Financial Banking 154

Bob Hayes

MARCH 28, 2015

It’s not surprising that Hal Varian, chief economist at Google, in 2009, said that “ the sexy job in the next 10 years will be statisticians.” But here are a few troubling trends that need to be considered in our world of Big Data. Summary and Major Trends. IDC says that we created 2.8 zettabytes in 2012.

Analytics 40

Analytics Analysis Customer Experience Professionals Data 40

Comm100

NOVEMBER 13, 2022

One of the top customer service trends in recent years has seen customer support expand to new digital channels. Expect to see this trend continue, as there remains much room for growth in this area. Another of the growing customer service technology trends has seen a rise in chatbots and automation. Adopt live chat .

Tools 189

Tools Customer Service Tips Omni-Channel 189

SurveySensum

JULY 14, 2020

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. A Customer Service & AI Engagement Strategist, Martin Hill-Wilson is a Mentor, Advisor, and Trainer on Customer Service.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Clarabridge

MARCH 2, 2017

For example, French hotel group Accor have a ‘thank you score’, the number of social media complaints that are resolved to a point where the customer concludes with a closing expression of gratitude. The Edelman Trust Barometer has measured our trust in institutions, in business, government and media for over 15 years.

Measurement 49

Measurement Effort Score Net Promoter Score Social Media 49

Clarabridge

MARCH 2, 2017

For example, French hotel group Accor have a ‘thank you score’, the number of social media complaints that are resolved to a point where the customer concludes with a closing expression of gratitude. The Edelman Trust Barometer has measured our trust in institutions, in business, government and media for over 15 years.

Measurement 40

Measurement Effort Score Net Promoter Score Social Media 40