Clarabridge

AUGUST 1, 2018

Beginning with a limited availability roll out, selected brands using CX Social , our dedicated social media management product, can now extend their customer service by communicating with their consumers via WhatsApp messaging. While this interaction can occur in real-time, it doesn’t have to.

Customer Service 61

Customer Service Self Service Social Media Contact Center 61

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 106

Customer Service Social Media Call Center Multi-Channel 106

Customer Bliss

MAY 3, 2017

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. This especially holds true when it comes to customer service. Investments in self-service technologies have helped companies siphon off low-complexity issues (e.g., Guest post by Matt Dixon.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

CSM Magazine

SEPTEMBER 24, 2019

Poor performance and focus on social media damages trust and risks future revenues. Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Kayako

SEPTEMBER 20, 2018

The first and most important best practice for B2B sales organisations when it comes to customer experience is actually making it a priority. Interestingly, 89 percent of companies now believe they compete primarily on the basis of customer experience, compared with just 36 percent who thought the same back in 2012.

B2B 203

B2B Sales Customer Experience Customer Journeys 203

Pretium Solutions

APRIL 4, 2012

All you have to do is look at KONY 2012 to see that.” People don’t seek information; information seeks people,” says Curtis Houghland in “How to Market to Consumers with Social-Media ADD “ What an amazing turn of events. So much for the claim about excellent customer service. That’s logical.

Social Media 40

Social Media Customer Service Customers Customer Experience 40

Pretium Solutions

APRIL 4, 2012

All you have to do is look at KONY 2012 to see that.” People don’t seek information; information seeks people,” says Curtis Houghland in “How to Market to Consumers with Social-Media ADD “ What an amazing turn of events. So much for the claim about excellent customer service. That’s logical.

Social Media 40

Social Media Customer Service Customers Customer Experience 40

Pretium Solutions

APRIL 4, 2012

All you have to do is look at KONY 2012 to see that.” People don’t seek information; information seeks people,” says Curtis Houghland in “How to Market to Consumers with Social-Media ADD “ What an amazing turn of events. So much for the claim about excellent customer service. That’s logical.

Social Media 40

Social Media Customer Service Customers Customer Experience 40

Beyond Philosophy

MAY 20, 2015

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery. After this positive result, 31% of consumers said they purchased more from the retailer.

Consumers 60

Consumers Self Service Study Retail 60

Helen Dewdney

SEPTEMBER 4, 2018

On 12 July 2012, Helen Dewdney, The Complaining Cow, wrote only hersecond blog post. It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy. As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often.

Case Study 60

Case Study Consumers Study Social Media 60

ReviewTrackers

APRIL 21, 2021

They are also a major reputation factor and a key source of information for consumers. Building consumer trust in banking and financial services. According to an IBM survey , only 43 percent of consumers trust the insurance industry. Banking & Financial Services: 11 Review Sites to Track. Credit Karma.

Banking 65

Banking Financial Insurance Social Media 65

Comm100

NOVEMBER 8, 2018

In this blog post, we’ll break down top types of customer communication channels, and explain some of the use cases for each that will answer these questions. Social media. According to a 2012 Aberdeen Group Report , companies that use live chat save up to 50% or more on support costs versus other methods. Social Media.

Communication 127

Communication Social Media Knowledge Base Chatbots 127

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. How to Calculate Social Customer Care ROI. Social media metrics. Think about it.

ROI 45

ROI Social Media Airlines Customer Service 45

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Help.com

MARCH 21, 2016

Generation Z is on the rise and will soon be taking over the consumer market. But soon this group of consumers will soon have all of the buying power. In fact by 2020, Gen Z will account for 40% of all consumers. How will the customer experience look by then? How will the customer experience look by then?

Customer Experience 100

Customer Experience Social Media Omni-Channel Airlines 100

Beyond Philosophy

NOVEMBER 29, 2014

Social media feeds across the USA are sporting this meme. With a cry for solidarity from consumers across the U.S. In 2012, Wal-Mart moved Black Friday discounts back across the midnight boundary, exploring the potential for Thanksgiving night shoppers. Blogs Social Media Thought Leadership customer service'

Social Media 117

Social Media Wireless Retail Leadership 117

ReviewTrackers

JUNE 18, 2018

Credit Karma is also one of today’s largest financial services and banking review sites. It hosts a dedicated Credit Karma Reviews section, which features customer feedback posted by its members in order to help other finance consumers make well-informed decisions.

Financial 62

Financial Banking Social Media Insurance 62

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Customers demand a seat at the table.

Social Media 0

Social Media Innovation ROI Feedback 0

Comm100

FEBRUARY 19, 2014

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. Web Chat – Customers Love It!

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Tricia Morris

MAY 18, 2015

Customers are changing the game when it comes to customer service, by changing the channels they use most. According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Tricia Morris

NOVEMBER 6, 2015

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. So what’s an agency to do when faced with less money and staff as customer expectations continue to grow, along with the innovations in technology that empower them?

Government 40

Government Self Service Customer Service Social Media 40

Eptica

APRIL 18, 2018

All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers. Those who get it wrong can face a barrage of complaints and criticism on social media – witness the high profile social media backlash experienced by United Airlines last year.

Travel 49

Travel Brands Airlines Customer Experience 49

Eptica

APRIL 26, 2016

Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. So, how does the customer experience compare between countries? This has increased from 53% in 2012.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 40

Government Customer Service Self Service Customer Centricity 40

Pretium Solutions

APRIL 4, 2012

All you have to do is look at KONY 2012 to see that.”. People don’t seek information; information seeks people,” says Curtis Houghland in “How to Market to Consumers with Social-Media ADD “ What an amazing turn of events. So much for the claim about excellent customer service. That’s logical.

Customer Service 45

Customer Service Social Media Customers Customer Experience 45

Pretium Solutions

APRIL 4, 2012

All you have to do is look at KONY 2012 to see that.”. People don’t seek information; information seeks people,” says Curtis Houghland in “How to Market to Consumers with Social-Media ADD “ What an amazing turn of events. So much for the claim about excellent customer service. That’s logical.

Customer Service 40

Customer Service Social Media Customers Customer Experience 40

Kayako

FEBRUARY 21, 2018

You might believe social media is a boon for customer care. A Google search for the phrase ‘social media customer service’ returns 117 million results. And yet, our investigation tells a different story: Only 3% of consumers picked social media as their go-to channel over live chat, phone, and email.

Social Media 120

Social Media Customer Care Consumers Software 120

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

C3Centricity

APRIL 17, 2018

We are all aware that when we visit a website, buy something online, or post on social media, we are being tracked. Many organisation store our information when we contact their customer service center, enter a promotion, sign up for a club or gift card, or apply for free samples. Coke vs Pepsi.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Eptica

JUNE 15, 2016

This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Self-service systems provide the answer. Analyst research backs this up.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Education Services Group

NOVEMBER 19, 2019

The company folded in 2012. These days, the hot topic across the corporate world is Customer Success, and unfortunately, many executives are slapping the CS label onto existing departments without really examining what that means. But Customer Success isn’t just a buzzword. Customer Success exists to pre-empt those problems.

Customer Success 40

Customer Success Social Media Customer Retention Customers 40

ProProfs Chat

AUGUST 3, 2018

Earlier, online customer service process used to be terrible. Customers had less options to try then, so they had no choice but to stick to the chosen brands even if they treated their customers poorly. These days, however, with plenty of businesses selling the same products or services, the tables have turned.

Customers 58

Customers Customer Satisfaction Software Sales 58

ProProfs Chat

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. For this reason, customer experience has become the key to business success.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self Service 60

Self Service Exercises Analysis Call Center 60

Magellan Solutions

JANUARY 31, 2021

In the Philippines, an LPO or any BPO company must follow the Data Privacy Act of 2012. These are name, email address, bank details, social media content, a photo or an IP address. An LPO Agency must have a Corporate Social Responsibility (CSR). This concerns consumer rights, education and training of employees.

Government 52

Government Conference Case Study Competitive Advantage 52

Magellan Solutions

JULY 5, 2021

. – Does the BPO firm consider your customers as their customers too? – Do they get you involved in any decision-making process pertaining to the development of both the agents and customer service? Helpware creates customized teams for customer service and back-office functions of their business partners.

Call Center 40

Call Center Company Omni-Channel e-support 40