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

CSM Magazine

JANUARY 11, 2016

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. APIs can be hooked up and performance metrics and social data can be overlaid with CRM systems for traditional channels.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

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

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

GetFeedback

JULY 11, 2018

How to tell when you’ve lost touch. 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.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

Currency Alliance

MAY 29, 2017

Figuring out how to engage with millennials and how to get their loyalty is critical. 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. Namely on social media. Rather it’s just their “ normal.”.

Engagement 40

Engagement Social Media How To Loyalty Programs 40

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Self Service 72

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

Currency Alliance

NOVEMBER 19, 2016

Figuring out how to engage with millennials and how to get their loyalty is critical. 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. Namely on social media. Rather it’s just their “ normal.”.

Engagement 40

Engagement Social Media How To Loyalty Programs 40

Talkdesk

JANUARY 22, 2015

Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. Social media. Video chat.

Customer Satisfaction 40

Customer Satisfaction Self Service Customer Centricity How To 40

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

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. So how can they better connect with customers?

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Helen Dewdney

OCTOBER 29, 2018

Goods and consumer law. A Guide to the Consumer Rights Act 2015 – the main law covering faulty goods and services. What you need to know about the Consumer Rights Act 2015 digital content additional information. How to use the Misrepresentation Act 1967 all areas of the Act. Taking thing further.

Social Media 51

Social Media Consumers Tips Travel 51

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. Once you’re there, it’s essential to develop a voice for how your business communicates that’s unique and memorable. Twitter-based customer service increased 250% from 2015 to 2017.

Communication 137

Communication Brands Social Media Touchpoint 137

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). Coffee, check email, prep documents for weekly meeting, solicit input from co-workers on slack.

How To 104

How To Call Center Guidelines Social Media 104

Second to None

MAY 15, 2018

Although brand equity can’t be easily expressed through monetary value, it’s true that consumers are willing to pay more for certain brands. For example, Volkswagen, which was strategically and patiently nurturing its reputation as an environmentally conscious brand, suffered a heavy blow to its equity after the emissions scandal in 2015.

Measurement 59

Measurement Brands How To Social Media 59

Helen Dewdney

OCTOBER 5, 2016

There is no mention at all of compensation, partial refund or how to make a complaint. Optional – say that you are disgusted with the way BA has handled this matter and will be spreading awareness of people’s legal rights via social media. The press release followed. There’s nothing on their website either!

Consumers 75

Consumers Travel Social Media Tips 75

Helen Dewdney

APRIL 26, 2020

They are hoping that consumers do not know their legal rights or believe that consumer rights don’t apply in this situation, when they most certainly do! The consumer is not cancelling, the venue is, so the venue is in breach of contract and should make a full refund. If they refuse, then the case can be taken to court.

Hotels 70

Hotels Travel Consumers Airlines 70

SuiteCX

DECEMBER 20, 2015

Everyone talks about how important it is to invest in web, mobile and social media analytics. suitecx ©2015, suitecx Inc. November 30, 2015 Customer Experience Improvement: Finding the Right Data Strategy As marketers, we are all focused on improving our customer experience and generating more revenue.

Data 100

Data Strategy Customer Experience Social Media 100

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

NetBase

MARCH 4, 2019

Building an online persona for a brand is important, as is getting that persona in front of the right audience, which is not an easy task with all the competition for consumers’ attention online. Being an occasional participant online is just not good enough, and neither is selecting a tool and putting your social presence on auto-pilot.

Report 89

Report Social Media Advertising Ecommerce 89

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 While your customers are probably online all the time, chances are, this connectivity offers a new challenge on how to deliver exceptional customer service support for people on the go in this digital age. 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 While your customers are probably online all the time, chances are, this connectivity offers a new challenge on how to deliver exceptional customer service support for people on the go in this digital age. Be more social.

Customer Service 48

Customer Service Social Media e-support How To 48

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

ProProfs Chat

FEBRUARY 13, 2020

Social Media & Customer Loyalty. What Loyal Consumers Want. How to Build Customer Loyalty. 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. Social Media & Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

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. So how do you start to exceed expectations? 43% of consumers expect an email reply from a company support team within one day. Click To Tweet.

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

Helen Dewdney

APRIL 26, 2020

They are hoping that consumers do not know their legal rights or believe that consumer rights don’t apply in this situation, when they most certainly do! And for what your rights are and how to assert them see Travel in the time of Coronavirus – Your rights explained. Coronavirus and travel – who’s taking advantage?

Insurance 70

Insurance Travel Consumers Government 70

Helen Dewdney

JUNE 4, 2020

How to resolve 3 complaint handling annoyances. I’ve been a consumer champion for a number of years, with thousands of social media and blog followers who regularly tell me what they dislike about customer service and complaint handling! When consumer rights are mentioned, it all changes. Fobbing off!

Social Media 54

Social Media Hotels Consumers Training 54

Helen Dewdney

JUNE 4, 2020

How to resolve 3 complaint handling annoyances. I’ve been a consumer champion for a number of years, with thousands of social media and blog followers who regularly tell me what they dislike about customer service and complaint handling! When consumer rights are mentioned, it all changes. Fobbing off!

Social Media 54

Social Media Hotels Consumers Training 54

Kayako

NOVEMBER 22, 2017

Now, 39% of modern consumers expect a reply within four hours. Businesses are responding with all hands on deck, manning every touchpoint—live chat, social media, phone, and email—to serve their busy, multitasking user base. Asking a consumer to switch support channel can decrease loyalty by 10%, according to CEB.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

Lumoa

OCTOBER 13, 2017

Brands are often missing that “social media” is a social platform. Although social media is often used for advertising and brand awareness, do you remember that the best advertisement is a happy customer? Social interaction and engagement is what makes your brand personal and builds connection to the audience.

Social Media 273

Social Media Examples Customer Experience Advertising 273

Beyond Philosophy

NOVEMBER 18, 2014

How do you use Social Media to enhance the experience? Social media is a great channel for enhancing the Customer Experience. But companies that don’t present a unified front to Customers either use social media as a one-way communication or don’t use it at all.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Influitive

OCTOBER 28, 2015

B2B customers tend to be very informed about the products and services they use— more so than in their lives as consumers. And both are easily nurtured and spread through social media channels. A 2015 B2B Buyer’s Survey report found that 75% of buyers rely on social media to research potential vendors.

B2B 89

B2B Marketing Social Media eBook 89

Helen Dewdney

NOVEMBER 14, 2016

How to keep the “Happy” in Christmas shopping. Helen Dewdney, The Complaining Cow consumer blogger and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! Unless the company is in breach of the Consumer Rights Act 2015 then it does not have to pay the return postage.

How To 30

How To Retail Social Media Consumers 30

ProProfs Chat

AUGUST 24, 2018

It doesn’t matter how much a business pulls in revenue-wise either; all companies are both equally susceptible to errors in judgment that leave a bad taste in consumers’ mouths. Here are some examples of cringeworthy customer service experiences and how to avoid replicating them: Walmart’s Price Matching Mistake. That happened.

Customer Service 74

Customer Service Customer Experience How To Policies 74

Helen Dewdney

OCTOBER 22, 2015

Press release: Consumer champion says “Know your EU rights” As a nation the British aren’t very good at complaining. Although there is an increase in using social media to complain and whilst this may be considered complaining, it often doesn’t gain the legal redress that letters or emails can elicit.

Consumers 30

Consumers Hotels Travel Retail 30

Helen Dewdney

APRIL 11, 2020

Normally as followers of my blog and social media know, I always say fight and go for everything you can. However this could be considered an unfair contract term under the Consumer Rights Act 2015 or under the A Guide to The Consumer Protection from Unfair Trading Regulations 2008 and you should try and get it back using these.

Travel 73

Travel Hotels Social Media Consumers 73

Provide Support

APRIL 13, 2016

How to Build and Maintain Digital Customer Relationships. What simple and practical steps can your company take in order to meet consumer expectations for efficient digital experiences? A study found that a ten-second wait for a page to load can make 50% of consumers give up and leave. Below are a few of such steps.

Customer relationships 40

Customer relationships How To Social Media Consumers 40