Win the Customer

FEBRUARY 1, 2016

Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. If your customers come to you via social media seeking support, not responding in a timely manner can greatly impact your bottom line. Power and Associates.

Social Media 52

Social Media Customer Service How To Consumers 52

Experience Investigators by 360Connext

OCTOBER 1, 2014

It’s a small window of time to allow your words to captivate them without the distractions of social media noise or the 10 tabs they have open in their browser. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013.

e-support 274

e-support Social Media Consulting Customers 274

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. Thanks to social media, that can be a lot more people. The second annual #CXDay is October 7th, 2014. Come celebrate with us! Scroll down for more details.). Humans are smart.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

C3Centricity

AUGUST 4, 2020

Social media usually guarantees a quick response whereas contacting customer services through the usual channels often results in nothing. Social media usually guarantees a quick response whereas contacting customer services through the usual channels often results in nothing.

Customer Service 177

Customer Service Social Media Customer Service Representative Self Service 177

Experience Investigators by 360Connext

OCTOBER 31, 2014

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e-support 197

e-support Social Media Consulting Customer Centricity 197

Experience Investigators by 360Connext

JUNE 8, 2021

If you don’t, then collect whatever feedback you can from inputs like social media and product reviews. I read this in 2013 and thought – doesn’t this apply to most customers? If you need to start from scratch, get your foundations right: Find out what you can about your customers. If you have data, use it!

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

SurveySensum

MARCH 6, 2024

According to Statista , in 2023 alone, the rate of shopping carts being abandoned reached an alarming 70% , the first since 2013. 8. Social Media Engagement As with any website that is dependent on traffic, social media serves as a powerful magnet to help attract relevant traffic.

Metrics 52

Metrics Abandon Rate ROI Return on Investment 52

C3Centricity

JUNE 8, 2020

According to a recent Edison Research , 20% of respondents expect a company to answer to their social media posts within 15 minutes, 42% within the hour! This post was first published on C3Centricity in 2013 and has been regularly updated since. C³Centricity uses images from Pizabay.com.

Hospitality 268

Hospitality Customer Centricity Hotels How To 268

Comm100

FEBRUARY 19, 2021

In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! Customers have more power than ever to get their voice heard and listened to. Get Comm100 Free.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Alida

OCTOBER 2, 2017

Bennett’s industry expertise includes serving as a key advisor to the Mayo Clinic Social Media Network before its formal inception in 2010. As president and CEO of Ed Bennett Consulting, he provides expert guidance to both hospitals and vendors to help them get the most out of digital technologies.

Self Service 100

Self Service Strategy Hospitality Social Media 100

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.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

Esteban Kolsky

MARCH 2, 2016

The report found that the number of consumers using social media to resolve customer service issues has dropped compared to two years ago. Respondents who do not use social media cited a number of reasons why. Source: NICE & BCG 2016 CUSTOMER SURVEY. What do you think?

Customer Service 60

Customer Service Social Media Case Study Study 60

CX Journey

DECEMBER 20, 2017

This means making yourself available where your audience is comfortable, whether that’s the phone, a certain form of social media, or face-to-face. The Accenture 2013 Global Consumer Pulse Survey found that 58% of customers are frustrated with inconsistent experiences from channel to channel.

Communication 137

Communication Brands Social Media Touchpoint 137

Vonage

SEPTEMBER 3, 2015

Marcus Nelson, former Director of Social Media at Saleforce spoke to Forbes about working there. The future is social. Social media has been heralded as ‘the future’ for many years now, and Benioff agrees. Image credit: TechCrunch (Marc Benioff speaking at TechCrunch Disrupt, 2013).

Customer Service 120

Customer Service Social Media Hotels Conference 120

Brad Cleveland Blog

SEPTEMBER 25, 2013

“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in The Wall Street Journal (“Utilities Tap Power of Social Media,” by Andrew Blackman, The Wall Street Journal, September 22, 2013).

Social Media 20

Social Media Customer Service Consumers Customers 20

Brad Cleveland Blog

SEPTEMBER 25, 2013

“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in The Wall Street Journal (“Utilities Tap Power of Social Media,” by Andrew Blackman, The Wall Street Journal, September 22, 2013).

Social Media 20

Social Media Customer Service Consumers Customers 20

Vonage

MARCH 2, 2017

Now that social media has given consumers a public and increasingly powerful voice, brands are paying a hefty price. In social media, customer service has been something of an afterthought and is still very much in its infancy.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

BlueOcean

APRIL 20, 2023

It’s this family-focused culture that led our employees to come up with the line, “The biggest family in Santiago,” which we put on posters, banners, and all over social media. But one day in 2013, a trainee came into my office and asked, “Mr. So for a long time, we weren’t openly gay. Sean, can I talk to you?

Contact Center 156

Contact Center Culture Course Training 156

Brandwatch CX

JULY 4, 2022

in 2013 to 32.3% social media accounts. Brands have to be active across multiple sites, and indeed 91% of brands use two or more social media channels. Therefore you will either need to find a tool for each social site you use, or find a solution that covers multiple social networks.

Analytics 92

Analytics Tools Social Media Metrics 92

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

CSM Magazine

JULY 19, 2023

Ascensos’ 170,000 contacts per week are predominantly voice (59%), followed by email (20%), live chat (10%), social media (10%), and WhatsApp (1%). About Ascensos Ascensos was established in 2013 in Motherwell, Scotland to transform the customer experience by bringing a fresh and personal approach to customer care.

Self Service 52

Self Service Multi-Channel Social Media Resources 52

ijgolding

AUGUST 12, 2018

In 2013, I conducted an independent research study to understand exactly what it was that customers ‘wanted’ from organisations. Have you ever used social media (Twitter or Facebook) to interact with an organisation (when requiring customer service or help)?

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Experience Investigators by 360Connext

JANUARY 30, 2015

Added by Anne Reuss on Aug 05, 2013. e.width){e.setAttribute("data-vertical", "true")}})(this);'' onerror=''(function(e){e.setAttribute("src", "https://media-cdn.list.ly/missing-image.png");})(this);'' Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013.

Customer Service 110

Customer Service e-support Social Media Leadership 110

C3Centricity

OCTOBER 8, 2017

When I have the chance to look at what most organisations are doing, I see that they are still living in the past of traditional media and have hardly dipped their toes into new media. Or they are using social media but still treating it as if it is traditional media! Neither plan will work. So where are you?

Marketing 120

Marketing Social Media Loyalty Brands 120

Kerry Bodine

JULY 31, 2018

I initially published my thoughts on the relationship between these disciplines back in 2013 when I worked at Forrester—and watched with amusement as people debated my Venn diagrams for years to come. They’re from 2012/2013, but the content is still relevant: From User Experience to Customer Experience. Isn’t UX a superset of CX?

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

Brandwatch CX

JANUARY 7, 2019

Instagram introduced advertising for select brands in October 2013 , but didn’t open up advertising for all until September 2015. Outside China, almost 50% of Instagram users conduct product research on social media. 32% of US teens list Instagram as their most important social network, more than any other social network.

Social Media 111

Social Media Advertising Fashion Video 111

ijgolding

NOVEMBER 28, 2014

Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.

Social Media 318

Social Media Airlines Video Consumers 318

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. Social media and phone self-service interactions were the only areas that did not gain momentum. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Investigators by 360Connext

APRIL 30, 2015

Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Oct 01, 2013.

Brands 110

Brands Retail Consulting Touchpoint 110

Velaro

JULY 22, 2015

Customer engagement is being transformed by social media “buy” buttons and ecommerce live chat. Now (or soon, in some cases) customers can purchase items directly from your ads or social media posts. For the curious, here’s a bit more background on the emerging social media “buy” button phenomenon.

Customer Engagement 100

Customer Engagement Engagement Ecommerce Social Media 100

Lithium

JUNE 27, 2022

This social channel has exploded in use since 2020, with over 1 billion current users and growth unmatched by any other social media today. Unlike the more traditional social media channels, what is required to read TikTok's metrics goes far beyond Twitter or any Meta social channels.

Analytics 52

Analytics Engagement Social Media Video 52

Comm100

AUGUST 24, 2016

Ideally, they would all be willing ambassadors for our company: happily harnessing the power of social media to recruit other customers; freely place banner ads for our businesses outside their homes; become international celebrities; and prominently display our products during their frequent Tonight Show appearances.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

Vonage

OCTOBER 22, 2015

Social media. With more consumers turning to channels such as Facebook to complain about poor customer service, social media is a technology that has caused contact centers a great deal of concern. Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition.

Technology 120

Technology Customer Service Gamification Wireless 120

ReviewTrackers

AUGUST 11, 2017

That is up from 25 percent of patients in 2013. In addition, in an education session at the AMA Annual Meeting in June of 2017, Dr. Deanna Attai stressed the importance of online reviews and social media for physicians. “In You won’t always be able to control what patients write in online reviews and social media comments.

Healthcare 83

Healthcare Hospitality Social Media Survey 83

Magellan Solutions

JUNE 26, 2021

While searching for a specific product online, advertisements for related products begin to display on the websites you visit, social media platforms you use, and other places. . Although each media has their own target audience, it is still an effective way to reach customers. Social Media.

B2C 52

B2C Strategy Social Media Advertising 52

Brandwatch CX

FEBRUARY 15, 2019

in 2013 to 32.3% social media accounts. Brands have to be active across multiple sites, and indeed 91% of brands use two or more social media channels. Therefore you will either need to find a tool for each social site you use, or find a solution that covers multiple social networks.

Analytics 82

Analytics Tools Social Media Metrics 82

Magellan Solutions

JULY 23, 2021

For example, 82% of buyers believe a company is more trustworthy if it’s active in social media. So, you might want to set-up a telemarketing campaign using social media. They can work on your cold calls, email, and social media at the same time.

Social Media 52

Social Media Call Center Contact Center Omni-Channel 52