Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Rotating the responsibility can help you get many people involved. Asking your best people to serve in this way can have a huge impact on the rest of the organization. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

OCTOBER 31, 2014

3) Connect through empathy. Address their concerns, fears and struggles through the power of words. = 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 Jan 31, 2014.

e-support 197

e-support Social Media Consulting Customer Centricity 197

Comm100

JANUARY 14, 2016

.” The fact is, companies merely serve customers who happen to like using different communication methods. Depending on their personal preference, different consumers will choose any number of methods to communicate with any given company. Social Media Is a Powerful Support Platform.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. curtis kopf (@ckopf1) March 20, 2014. Case in point: Gibson discovered many customer communications said “you are terminated” because that was legal language. So many answers! Kevin Gibson, Humana #ngce. Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Magellan Solutions

APRIL 19, 2017

The 2014 Global Digital Statistics, Stats and Facts reported there are 2.5 Utilize your social media accounts. While social media has proven to be a powerful tool for businesses to connect with their customers on a more personal level, research showed that it is also a very powerful marketing and lead generation strategy.

B2C 61

B2C Strategy Social Media Consumers 61

Comm100

NOVEMBER 27, 2017

What the media saw was a company that had nailed all of the elements of the perfect public apology: it was remorseful, concerned with its customers, listening, communicative, and taking action. The incident made Domino’s one of the first companies to take a major hit thanks to social media. Source: YouTube. Barack Obama.

Social Media 300

Social Media Video Effort Score Brands 300

Experience Investigators by 360Connext

MARCH 23, 2015

They get to know their customers and communicate with them in the ways that create major engagement. I knew PEMCO was a special company for identifying and communicating with customers in such a unique and powerful way. They are a regional provider, and very, very proud of it. Seriously, you need to see them all ! :-D. Super Fans FTW.

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

ProProfs Chat

JANUARY 30, 2020

Communication challenges. Customer Engagement Through Social Media. Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. Takeaway: Your customers enjoy the fact that they can connect with a business no matter where they are. Customer expectations. Customer loyalty.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Eptica

JUNE 3, 2016

Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Experience Investigators by 360Connext

MARCH 4, 2015

There is a lot large companies can learn from startups who communicate so effectively with customers from the inception of an idea through releasing a product! Matt is an authority on crowdfunding and how to startups are including customers in every part of their journey. What do you think? Enlightened leaders share their knowledge.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

BirdEye

OCTOBER 16, 2023

Communicating the benefits of being on Google Business Profile, Social media, webchat, and other omni-channel communication methods is essential. JD: I think it was 2014 or 2015 when we made the transition to Birdeye. UPaaS is more of a unified communication system to put into that model. Jaison: Yes.

Omni-Channel 62

Omni-Channel Multi-Channel Social Media Communication 62

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. There are now calls for executive teams to add Chief Social Officers and Chief Content Officers. Communicate over and over about what is guiding this team. Define and redefine and encourage lots of communication between these key roles.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

ProProfs Chat

FEBRUARY 13, 2020

Social Media & Customer Loyalty. billion from 2014 to 2016 alone. Loyalty programs have witnessed steady growth from 2014-2016 because of the deals they have to offer to the customers of a brand. Social Media & Customer Loyalty. Benefits of Improving Customer Loyalty. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Help Scout

JULY 6, 2021

Though they’ve been around since 2014, they’ve seen significant growth over the last few years. Front helps teams of all types — support, marketing, and sales — manage communications. You can also manage social media messages, though not all social media platforms are included (Twitter is an additional charge).

Knowledge Base 65

Knowledge Base Social Media Self Service Tools 65

Win the Customer

JANUARY 1, 2016

Customer relationship management systems are now merging with social media capabilities enabling organizations to build stronger relationship with customers. Social CRM capabilities refers to firms’ competency to create, integrate and react to information attained from customer interactions through social media applications.

Customer Relationship Management 52

Customer Relationship Management Customer relationships Management Social Media 52

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Plus, with the proliferation of social media and online communities, it’s become ever more convenient for customers to share their experiences with a larger audience.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Win the Customer

JANUARY 13, 2016

According to the Forrester Research Group, almost two billion people worldwide owned a smartphone in 2014. Businesses have had to move quickly to keep pace, making sure their websites are mobile-friendly, so they don’t lose out on the many customers who prefer to connect through a smartphone. Social Media Is King.

Call Center 52

Call Center Social Media Fashion Technology 52

Ecrion

OCTOBER 17, 2019

If you’re looking to get ahead of your competitors, make your emails, product suggestions, social media comments, and even print marketing tools personal. How can you personalize websites, customer service/communication, and even documentation requirements? Translation?

Advertising 45

Advertising Examples Social Media Insurance 45

Kayako

MAY 11, 2017

Virgin knows many of its passengers are businessmen and women who need to stay connected to the grid at all times – even at 35,000 feet. Companies that utilize big data and customer analytics see 14% more customer retention than companies that do not, according to a 2014 report by Aberdeen Group.

How To 248

How To Case Study Industry Customers 248

Avaya

OCTOBER 19, 2017

Not every company can effortlessly support such communication, let alone hundreds of millions of interactions. Touted as the city’s “front door” to government, NYC311 is strengthening the citizen experience and empowering its users through dynamic communication. In fact, NYC311 has been consistently outperforming itself since 2014.

Government 51

Government Social Media Call Center Communication 51

CSM Magazine

MARCH 9, 2021

Community AI is a cost-effective way for local councils to introduce AI assistants that can give customers the information they need instantly online, over the phone, using smart speakers, social media or mobile, whenever they want it. Community AI is available to join immediately. Established in 2014, EBI.AI

Government 59

Government Automotive Transportation Social Media 59

Alida

APRIL 28, 2016

The company has become synonymous with inbound marketing in the martech world, helping it successfully go public in 2014. Lyons, an influential and well-connect journalist, isn’t your typical employee. The stories in Disrupted are in stark contrast to the image that Hubspot has built for itself over the years.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

ReviewTrackers

AUGUST 24, 2017

They require ongoing effort, trust, and a genuine connection. Buying a cup of coffee, picking up groceries, even reading a message from a brand on social media. These provide an opportunity to earn that instant, passionate connection. The key to generating repeat transactions and loyalty is a matter of connection.

How To 50

How To Social Media Loyalty Connections 50

C Space

APRIL 27, 2020

Now more than ever, the brand will lead its own rhythm, legitimating the value of time and connecting with people globally by getting closer to them in their own space and lives.” That’s up 37 percent from last year, and a 26 percent jump from the previous record for an opening round set in 2014. An average of 15.6

Brands 52

Brands Fashion Social Media Sports 52

Thematic

DECEMBER 5, 2018

A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). As much as companies talk a good game about big data, they do not seem to leverage it, or customer retention analytics, to its full extent.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Eptica

OCTOBER 6, 2015

This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. So how can they better connect with customers? Here are six areas to focus on: 1. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

CX Journey

AUGUST 22, 2014

Image courtesy of Ian Muttoo I originally wrote this post as a two - part series for InsideCXM in February 2014. How many times have you been on a flight that was delayed, causing you to miss your connection? Really listen to customers - not just through surveys but also through various channels, e.g., social media.

Customer Experience 166

Customer Experience Travel Airlines Hotels 166

Smith+co CX

MARCH 10, 2014

There is no doubt that 2014 will be the year when technology will potentially dominate the world of customer experience. The danger is that we can all too easily focus on the widgets and whistles and forget how humans actually make decisions – through their emotional connection with a brand. Be infectious in your communication.

Multi-Channel 59

Multi-Channel Customer Experience Social Media Technology 59

SurveySparrow

NOVEMBER 15, 2019

Then around 2014, you began delving into the customer experience sector. It was also around this time that e-commerce was starting to encroach on traditional retail, social media was taking off, and smartphone adoption was quickly rising. For example, HomeAdvisor is a marketplace for connecting with local contractors.

Advertising 71

Advertising Chatbots Survey e-support 71

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

Social Media 45

Social Media Conference NPS Customer Success 45

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? As we move into 2014, companies will be more focused than ever on the customer centric organization. As we move into 2014, companies will be more focused than ever on the customer centric organization. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Engine Insights

OCTOBER 2, 2015

The industry has changed immensely since then, accelerated considerably in recent years by social media and digital technology developments. Keeping employees engaged in this type of dynamic, ever changing industry is key, especially as the news that Dow Jones delivers impacts societies and communities.

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Introduction. Should it be customer service?

Social Media 119

Social Media Customer Service Strategies Strategy Customer Service 119

Win the Customer

MARCH 14, 2016

People can now be in touch and up to date through their phone, receiving news, keeping up with social media and even watching their favorite shows. This shift from desktop to mobile has impacted consumer behavior from the way we communicate to how we shop. Citizens of the world are no longer confined to their desktop.

User Experience 52

User Experience Trends Retail Social Media 52

Kayako

FEBRUARY 11, 2016

And as social media platforms like Twitter and Facebook have risen up to the mainstream, and mobile internet and smartphone usage has boomed, customers have become much more connected. What is the connected customer? Now, customers are far more connected to both brands and each other. Let’s get started.

Connections 120

Connections How To Social Media Airlines 120

Customer Interactions

FEBRUARY 12, 2015

Broadband connections, cloud services, text messages, and social media have become commonplace. Digital Evidence Management The proliferation of surveillance cameras, smartphones, and social media has created a sea of digital evidence.

Trends 28

Trends Technology Government Social Media 28

BirdEye

OCTOBER 20, 2023

This blog post simplifies the steps to deactivate your Messenger account and offers a few alternatives for your communication needs. Other social media platforms have gained popularity : The younger generation, especially Millennials and Gen Z, have moved on to platforms like Instagram, TikTok, and Snapchat to talk to their peers.

Tips 62

Tips Social Media How To Communication 62