Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

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

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Customer Bliss

MAY 23, 2017

Lynn LaRocca is the SVP and Chief Experience Officer of the New York Racing Association. Lynn also oversees a lot in her role: marketing, event planning, social media, hospitality and group sales, owner relations, media relations, and more. She fell in love with events and experiences during that time. About Lynn.

Sports 142

Sports Customer Experience Hospitality Retail 142

ijgolding

NOVEMBER 25, 2014

Fellow Customer Experience specialist, Dr Nicola Millard, once said that the best way to reprimand your misbehaving children is not to send them to their room – it is to remove their Wi-Fi!! In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it.

Social Media 212

Social Media Hotels Entertainment Retail 212

Experience Investigators by 360Connext

OCTOBER 1, 2014

How do you build customer relationships in today’s high-tech marketplace? Customers are casually dating competitors while we are constantly learning what makes them happy and trying to speak their language. Email is one of the few fertile grounds you have left for building customer relationships.

e-support 274

e-support Social Media Consulting Customers 274

Experience Investigators by 360Connext

DECEMBER 3, 2014

moments that make a big difference in the customer experience. We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. We love hearing from you!

Innovation 232

Innovation Customer Service Social Media Consulting 232

transcosmos Information Systems

SEPTEMBER 10, 2015

Exceptional customer service is one of the key factors to business success. In fact, a study shows that providing a bad customer service experience causes US companies a loss of an estimated $41 billion per year. Providing great customer service though is something that must extend to your social media channels.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

transcosmos Information Systems

SEPTEMBER 10, 2015

Exceptional customer service is one of the key factors to business success. In fact, a study shows that providing a bad customer service experience causes US companies a loss of an estimated $41 billion per year. Providing great customer service though is something that must extend to your social media channels.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

PeopleMetrics

OCTOBER 27, 2014

We’ve written about social media fails – remember Alton’s Comcast Disaster ? Supernatural is a television show about two brothers (Jensen Ackles and Jared Padalecki) fighting monsters, but ask any fans about the show’s social media influence, and they’ll point you to one man: Misha Collins. Misha Collins, USA Today.

Social Media 102

Social Media Customer Experience Customer Care Interaction 102

GetFeedback

DECEMBER 27, 2018

Do you only want to target just customers? Actions like these are great opportunities to ask for feedback about the experience, including overall satisfaction, what was done well or areas for improvement. Studies show that email simply isn’t as sensitive to time as social media outlets can be. So, why use email?

Survey 199

Survey How To Social Media Feedback 199

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. What is big data? What is the right data? Data must be centralized.

Data 177

Data Customer Experience Customer Journeys Analysis 177

Think Customers

JANUARY 5, 2015

What constitutes a great customer experience? According to The Temkin Group, it''s a combination of three aspects of a customer''s interaction with a company--functionality, accessibility, and emotionality. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Experience 40

Customer Experience Social Media Loyalty Groups 40

BirdEye

MAY 21, 2021

Marketing teams are often too focused on delivering great experiences across both physical and digital touchpoints to keep up with the latest social media and SEO trends. . To start things off, what does 4MJ Social do and what kinds of services do you offer to clients? We started off as a social media agency in 2014.

Feedback 92

Feedback Social Media Healthcare Tips 92

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. percent from 2014 to 2015, from $23.4 A mobile CRM platform enables traveling sales representatives to access prospect and customer data essential to cultivating leads and making sales from any location. The global CRM market grew 12.3

CRM 108

CRM Company Customer Experience Social Media 108

ReviewTrackers

JULY 12, 2019

In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. According to a 2014 study by J.D. Automotive sector becomes more customer-centered. You don’t end up buying a car in the evening after having the thought occur to you in the morning.

Automotive 77

Automotive Customer Experience Social Media Analytics 77

Experience Investigators by 360Connext

OCTOBER 31, 2014

Microinteractions are the small moments that can have a huge impact – negative or positive – on your customer’s experience. They not only manage NOT to scare customers away, but even better- they spook customers into taking the next step. How can you leverage your customers’ fears to increase conversions?

e-support 197

e-support Social Media Consulting Customer Centricity 197

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

NetBase

AUGUST 4, 2020

And here are some white space statistics uncovered with white space intel, to help you along, including: Digital Food orders have grown 300% faster than dine-in since 2014. On average, consumers spend 2 hours and 24 minutes per day on social media, knowing what they’re talking about is key. Understanding White Space.

Social Media 83

Social Media How To Consumers Brands 83

ReviewTrackers

JULY 12, 2019

In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. According to a 2014 study by J.D. Automotive sector becomes more customer-centered. You don’t end up buying a car in the evening after having the thought occur to you in the morning.

Automotive 72

Automotive Customer Experience Social Media Analytics 72

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Comm100

JULY 23, 2019

Can you imagine a customer service agent hanging up on you? How to Hang Up on Customers and Excel at Customer Service” is a course that no one offers, ever. In 2014 we launched our MaximumOn service – a failover system that ensures that our live chat cloud solution would never go offline. But the other way around?

Communication 114

Communication Social Media Chatbots Customer Centricity 114

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. A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. That intuition is something that will allow you to delight your customers. Why is that important to customer experience?

Customer Experience 166

Customer Experience Travel Airlines Hotels 166

Help.com

JANUARY 9, 2015

This month, instead of spotlighting companies who have given our team members outstanding customer service, we decided to highlight our favorite “surprise and delight” campaigns from the 2014 holiday season. It’s no shock that the holidays are the most popular time of year for companies to adapt this customer service approach.

Social Media 100

Social Media Video Airlines Groups 100

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

ReviewTrackers

APRIL 7, 2021

Negative reputation, meanwhile, can drive away potential clients and increase customer churn. In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. Manage online reviews, social media, and customer feedback.

Banking 94

Banking Management Social Media How To 94

PeopleMetrics

OCTOBER 7, 2014

Happy Customer Experience Day (CX Day)! You are reducing pain points, making experiences effortless, and creating lasting, positive memories. Your efforts to improve customer experiences deserve recognition. Thank You on CX Day 2014. Thank You on CX Day 2014. An Invitation.

Customer Experience 61

Customer Experience Social Media Video Customer Satisfaction 61

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Think about it.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. Published on: January 08, 2016.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

inmoment

JUNE 1, 2020

In the wake of COVID-19, the role of customer experience is at a crucial tipping point. Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Michel Falcon Experience

NOVEMBER 10, 2014

This post is not about football; it’s about social media, brand awareness and customer engagement. Harry’s was engaging current and potential customers in an area of their interest, while memorably increasing brand awareness with this targeted audience. For the record, the shaving experience was amazing!

Social Media 145

Social Media Case Study ROI Brands 145

Helen Dewdney

AUGUST 2, 2021

I had the 2008 (amended 2014) Consumer Protection from Unfair Trading Regulations down pat. It breaks down the barrier between customer and provider and demonstrates you understand the difficulty and importance of dealing well with clients. 8) What do you think of using social media to complain ? Great bit of law, that.

Social Media 76

Social Media Consumers Feedback Company 76

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. The rise of social media and increasingly demanding customers has changed all of this. In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Kustomer

OCTOBER 19, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. However, the reality was quite different.

Customer Service 59

Customer Service Airlines Exceptional Customer Service Social Media 59

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0