NetBase

MAY 22, 2019

It’s always great fun to head to New York to participate in Social Media Week – especially when we’ve got a panel of social marketing superstars like we had this year. Hillary Saviello – Digital & Social Media Manager, Communications, Global Policy and Advocacy, The Rockefeller Foundation.

Social Media 43

Social Media Analytics Brands Sports 43

CloudCherry

DECEMBER 20, 2017

However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. Consumers used to be significantly more passive, and certainly had a higher level of trust in brands and the promises they were made. Not long ago, mapping that path was relatively easy.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

GetFeedback

JULY 11, 2018

Communications are personalized and thoughtful. In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. When you’re truly in sync with your customers, it shows.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

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. Now onto the best of 2015! The best of customer communication.

Self Service 72

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

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. billion PC users.) All Channels – All the Time.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

NICE inContact

JULY 25, 2019

Recognition can come in the form of giving an agent a shout out on social media, a close parking spot, a thank you note, virtual coinsfor winning a challenge, or virtual badges for excelling at a task. According to Randstad (2015), 86 percent of employees quit their jobs due to an absence of career development.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Helen Dewdney

SEPTEMBER 4, 2018

As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Helen won the case and shared the experience on her blog which was later shared in national media. But Helen had also asked on social media for people’s comments and gave this feedback too.

Case Study 60

Case Study Consumers Study Social Media 60

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

BirdEye

AUGUST 29, 2023

Communication consistency A business that is consistent with its communication and continues to amplify its consistent track record will increase its reputation, brand awareness, and trust in the delivery of its products or services. 14 Ways to improve customer experience Increased customer retention is easier said than done.

Customer Satisfaction 86

Customer Satisfaction Chatbots Social Media Omni-Channel 86

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it a clickstream?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Comm100

JUNE 15, 2022

Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Tangerine Telecom began using Comm100 Live Chat in 2015 to bring their broadband customers more convenient and accessible support.

Chatbots 212

Chatbots Industry Customer Service Wait Times 212

Comm100

MARCH 2, 2022

There is no doubt that many consumers look to credit unions for lower fees and higher savings rates, but there’s more to credit unions’ popularity than just the financial gain. Many consumers choose to join a credit union based on this principle, and so expect to receive the very best member engagement that reflects this priority.

Engagement 130

Engagement How To Chatbots Omni-Channel 130

Natalie Petouhof

JULY 14, 2015

Tweet The Consumer Goods Forum has created and agreed on a new set of ‘ Consumer Engagement Principles ’ (the “Principles”). The industry-wide Principles will act as a framework for how companies engage with their consumers, and are designed to promote an environment of trust and pro-active consumer communication.

Guidelines 40

Guidelines Consumers Data Engagement 40

Win the Customer

FEBRUARY 23, 2018

So make sure you thoroughly evaluate the problem before you decide to follow the path of making a joke out of the situation to draw consumers back in. For example, when Reese’s released its Christmas tree chocolate in 2015, it received huge backlash as the shape of the chocolates looked like giant blobs rather than festive trees.

Social Media 99

Social Media Advertising Travel Policies 99

Natalie Petouhof

SEPTEMBER 15, 2015

Tweet As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience” Phones have become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one.

Study 40

Study Social Media Automotive Consumers 40

Comm100

MARCH 4, 2021

In fact, it was the highest CSAT score recorded in our annual benchmark reports since its launch in 2015. To provide the best customer service in today’s digital-first world, organizations must offer multiple communication channels so that their customers can pick the channel that best suits them and their query.

Data 131

Data Omni-Channel Effort Score Report 131

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. Mike Zarin (@zarin) March 24, 2015. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? How do you use Social Media to enhance the experience? Social media is a great channel for enhancing the Customer Experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Kayako

MARCH 2, 2017

Now that the power has shifted to the consumer, customer service matters a great deal more. How to meet customer expectations on email, social, and Messenger. 43% of consumers expect an email reply from a company support team within one day. Esaí Vélez (@EvpLares14) November 26, 2015. Click To Tweet. No movies, no TV.

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

Retently

OCTOBER 1, 2018

What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question. It’s likely because many brands don’t understand consumers. Consumer demands and behaviors can also influence your customer journey map.

Customer Journeys 107

Customer Journeys Touchpoint Social Media CEM 107

ProProfs Chat

FEBRUARY 13, 2020

Social Media & Customer Loyalty. What Loyal Consumers Want. Consumers are retracting loyalty, or switching loyalty programs faster than even three years ago, with 78% of consumers reporting they are retracting loyalty at a faster pace. Today’s consumers love finding ways to save. Mobile Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Help.com

OCTOBER 26, 2015

Brands have been using the latter method to get inside the customer’s head on social media for years. From abstract prompts like “favorite for Coke, retweet for Pepsi”, brands get an insight into customer preferences while stepping up their social engagement metrics. — Twitter (@twitter) October 21, 2015.

Customer Experience 100

Customer Experience How To Sports Social Media 100

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. Published on: June 03, 2016.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Kayako

AUGUST 30, 2017

One popular example people point to when they talk about all hands support is Slack’s 2015 outage, when some 1 million people were without the chat platform. They were just executing an all hands social media strategy. And when they do pay for training for everyone, it’s expensive and time-consuming. But it wasn’t really.

e-support 200

e-support Customer Satisfaction Effort Score Software 200

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. Consumers are increasingly happy to use chat, so it is time for utilities to offer it.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

CSM Magazine

JULY 29, 2021

Reach out to leads that recently engaged in low score activities such as content syndication and engagement in social media posts. As you can see, Natural Language Processing (NLP) plays a vital role in bridging the gap between human and machine communications. Activate cold or dormant leads. SoundHound.

Social Media 98

Social Media Financial Consulting Analytics 98

TechSee

JANUARY 29, 2019

Since 2015, computer vision has become more mature, with image recognition achieving significant improvements thanks to deep learning techniques, and in some fields even surpassing humans in the ability to recognize objects. Computer vision has access to an unlimited volume of visual data – with loads of visuals from videos and social media.

CRM 164

CRM Self Service Effort Score e-support 164

Currency Alliance

MAY 29, 2017

The fact that millennials are constantly switching from consuming one form of media to another can mistakenly be interpreted as an inherent lack of loyalty. For them, it’s perfectly normal to consume vast quantities of media across different channels during one 20 minute commute. Namely on social media.

Engagement 40

Engagement Social Media How To Loyalty Programs 40

transcosmos Information Systems

SEPTEMBER 27, 2016

billion smartphone subscribers in 2015 around the world and researchers expect the rate to grow to about 6.1 For instance, with the advent of social media, customers can connect and “talk” with brands instantly through Twitter, Facebook, Instagram, and other social networking sites (SNS). Be more social.

Customer Service 48

Customer Service Social Media e-support How To 48

transcosmos Information Systems

SEPTEMBER 27, 2016

billion smartphone subscribers in 2015 around the world and researchers expect the rate to grow to about 6.1 For instance, with the advent of social media, customers can connect and “talk” with brands instantly through Twitter, Facebook, Instagram, and other social networking sites (SNS). Be more social.

Customer Service 48

Customer Service Social Media e-support How To 48

Currency Alliance

NOVEMBER 19, 2016

The fact that millennials are constantly switching from consuming one form of media to another can mistakenly be interpreted as an inherent lack of loyalty. For them, it’s perfectly normal to consume vast quantities of media across different channels during one 20 minute commute. Namely on social media.

Engagement 40

Engagement Social Media How To Loyalty Programs 40

Joe Rawlinson

JUNE 1, 2016

In 2015, 47 percent of U.S. Nearly two-thirds of these companies said it was somewhat or very difficult to please customers, while 77 percent agreed the Internet and consumer apps were raising the bar of customer expectations. Texting and social media have conditioned customers to expect instant communication.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. Research backs up this need for empathy.

Customer Centricity 48

Customer Centricity Multi-Channel Self Service Social Media 48

NetBase

JULY 30, 2020

Listening as the new consumer love. The future of podcasting from a market and consumer standpoint. Back in 2015, ad revenue was a comparatively paltry $105m and then ballooned to $708m just four years later. Listening as the New Consumer Love. negative sentiment: And consumers are telling the world how they feel online.

Brands 97

Brands Advertising Trends Consumers 97

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere. On that note, let us focus on the positive side of customer service. This can be positive or negative.

Net Promoter Score 48

Net Promoter Score Customer Service Social Media Contact Center 48

TechSee

MAY 21, 2018

Tuesday, November 23, 2015 started out like any other day at work for James Crenson. A well-coordinated group effort handled support issues including a comprehensive social media blitz to contain the negative customer experience (CX). Take ownership and communicate effectively before the crisis escalates. At 8:50 a.m.

How To 104

How To Call Center Guidelines Social Media 104