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. This was one of the email messages a customer received from them: This is the kind of customer service that creates and engrains a strong sense of brand loyalty. By starting from the inside.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

PeopleMetrics

OCTOBER 27, 2014

Now it''s really easy to communicate with a large group of people in a really short time, and that. How can this possibly relate to customer experience? If you’re looking to improve customer experience, maybe it’s best to think of customers you interact with online as fans. Misha Collins (@mishacollins) April 1, 2014.

Social Media 102

Social Media Customer Experience Customer Care Interaction 102

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

Meeting 40

Meeting Social Media B2C Conference 40

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

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

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers? Remember when customers were limited to using the telephone if they wanted to contact businesses?

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

NetBase

SEPTEMBER 17, 2019

In 2014, then-CEO Emil Brolick maintained that the chain would not push into breakfast” as they had they’d found “it’s very difficult to enter that space today and commit the kind of marketing resources that we feel would be necessary to really entrench ourselves successfully,” Brolick said at the time. Customer care excellence.

Analytics 45

Analytics Social Media Consumers Resources 45

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. The best of customer communication.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care. Customers have very high expectations regarding how fast their issues are resolved.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care. Customers have very high expectations regarding how fast their issues are resolved.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Customer expectations. Communication challenges. Customer loyalty. Mobile Customer Engagement. Customer engagement is a positive experience.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Natalie Petouhof

JULY 16, 2015

But they do expect companies to care. One way to show they care is by providing better customer care. With these capabilities a brand would be able to do things like adjusting routing on the fly and delivering service arrival estimate times within a smaller window, which is essential for more personal customer engagement.

Analytics 40

Analytics System Customer Service Customer Experience 40

Qualtrics

NOVEMBER 6, 2019

These kinds of responses are now commonplace at Mastercard, where the Global Customer Care team goes above and beyond to be the customers lifeline to the brand through service, intelligence and experience expertise. You don’t appreciate it until you have to do it, but communication is key.

Voice of Customer 33

Voice of Customer Touchpoint Hotels Customer Experience 33

customer sure

NOVEMBER 26, 2014

Outstanding Customer Service. Customers of large companies can feel helpless. Large companies force you to communicate the way they want rather than the way you want. We on the other hand can help customers on their terms, be sensitive to their needs & preferences and we can do it very quickly.

Effort Score 97

Effort Score Feedback Hotels Survey 97

TechSee

DECEMBER 12, 2017

Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat. Every interaction, touchpoint and communication is captured and stored, and how a contact center handles its data is critical to its success.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

ShepHyken

DECEMBER 7, 2018

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. Don’t get me wrong, I’m not suggesting you drop every other customer communication channel you’ve got.

Tools 116

Tools Customer Service Hospitality Healthcare 116

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Well-trained operators mean better customer satisfaction. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Free.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. In 2014, Ian officially became a Certified Customer Experience Professional.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. In 2014, Ian officially became a Certified Customer Experience Professional.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. He helps employees in engaging customers through a personal connection.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

JANUARY 18, 2022

The tool helps businesses identify the best content for all of their communication channels, share it with their audiences, and track how they connect with it. Found in 2014 by Mathew Joseph Elenjickal, Fourkites is among the fastest-growing logistics companies across the world.

Company 11

Company e-support Customer Journeys CRM 11

Amity

OCTOBER 31, 2016

How did you personally get started in Customer Success? When I was in University I would not even have been able to tell you what Customer Success was. I went to school for brand communications and marketing. I think my first question to him might have been something like “what does Customer Success mean?

Customer Success 0

Customer Success Customers Metrics Sales 0

Grade.us

JUNE 2, 2020

When you’ve invested in review management, on the one hand, you’re deciding to proactively generate reviews from your customers to drive loyalty, celebrate your happiest evangelists, and create valuable user generated marketing materials. In 2014 Thryv published 1,700 white and yellow page directories. Built for scale.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Bold360

NOVEMBER 21, 2016

. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Since our customers are mainly millennials, they communicate more through our social media platforms (Facebook, Instagram, Twitter, etc.) than by email or phone.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Vonage

SEPTEMBER 20, 2016

If you are a company that runs on redundancy, you can wave goodbye to your customers. for the 3 rd or 4 th time you’ve failed to achieve good communication in your relationship. When teams have a 360-degree view of a customer, they in turn have the ability to provide better attention to their customers’ needs.”

Omni-Channel 120

Omni-Channel Self Service Infographics Poor Customer Service 120

Comm100

FEBRUARY 16, 2018

And WhatsApp, one of the world’s most popular messaging apps, is currently exploring ways to help companies and customers connect by testing new business tools that will fulfill the needs of small businesses and enterprises. As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.”

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101