Lumoa

SEPTEMBER 16, 2022

In a recent study , at least 49% of consumers are now saying that they are willing to talk about their positive experiences on social media compared to the 30% of those who will post something negative. A significant change since 2013 when it is the other way around. Listen to the voice-of-customer.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

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. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

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. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX Journey

MAY 20, 2015

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. How do you make sense of your customers' words? There are not only a ton of different customer listening posts these days, but the types of customer data are equally as varied and voluminous. I've made some modifications.

Call Center 80

Call Center Analytics Social Media Survey 80

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. In addition to this, you can use the feedback to find out what your business is doing right.

Ecommerce 52

Ecommerce Chatbots How To Feedback 52

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! And then in addition to that, I have been talking for the last six months about four voices of customer experience measurement.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

SurveySensum

JULY 14, 2020

He is a prolific Writer, Service Management and Support Industry Analyst, and an International Speaker with a specialization in exploring the connection between customer service and technology, with extensive experience in the IT and technology industries. Website : [link]. Jaakko Männistö – Head Coach at CX Academy. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132