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. Kiley Robbins – Manager of Fan Engagement and Growth Marketing, Relevent Sports Group. The post Social Media Week NYC Recap appeared first on NetBase.

Social Media 43

Social Media Analytics Brands Sports 43

BirdEye

APRIL 24, 2023

From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before. Channels: Inbound marketing primarily utilizes content marketing, blogs, and social media.

Marketing 93

Marketing Social Media B2C Advertising 93

Vonage

FEBRUARY 23, 2017

According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Consumers connect to organizations on social media. A good social strategy focuses on people and building a community. Consumers expect more today than a year ago.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Clarabridge

SEPTEMBER 2, 2015

by Sofie De Beule, Community Manager at Engagor . Let’s face it, enterprise software usually takes up a large portion of your social media and marketing budget. Justifying the cost of enterprise social media software isn’t always as easy and proves to be a time-consuming process to ensure a good fit for your company.

Social Media 40

Social Media Software Competitive Advantage Tools 40

CSM Magazine

NOVEMBER 3, 2015

Email delivers the fastest and most accurate customer service in US retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica. ” The 2015 Eptica Retail Multichannel Customer Experience Study evaluated 500 of the biggest US retailers.

Social Media 40

Social Media Retail Customer Service Study 40

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. Many brands though still need to grasp the nettle on full social media integration. Where does social sit? Deployment.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

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. A lot of companies use social media to promote their products and services.

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. A lot of companies use social media to promote their products and services.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Clarabridge. NICE Systems. Rant & Rave.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ReviewTrackers

FEBRUARY 2, 2018

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. . Why Corporate Reputation Management? Does Employer Brand Matter?

Management 75

Management Social Media Culture Advertising 75

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. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

NOVEMBER 13, 2022

They now want to reach out to brands on a variety of channels depending on what suits them in that moment – whether that’s live chat, email, social media or even SMS. Multichannel support refers to companies interacting with customers through multiple channels with each channel managed in its own platform.

Omni-Channel 212

Omni-Channel Customer Service Chatbots Social Media 212

Experience Matters

MARCH 1, 2015

This week, I attended the annual MIT Sloan Sports Analytics Conference , Once again, I really enjoyed hearing players, owners, general managers, members of the press, and experts discuss two of my favorite topics: #sports and #analytics. So they will continue to encourage social elements. 3) Communications and relevance is critical.

Sports 120

Sports Conference Analytics Social Media 120

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. According to LoyaltyOne’s October 2015 survey of more than 1,000 consumers, 47% of Cyber Monday shoppers said they’d be reluctant to make an in-store holiday season purchase from a retailer with whom they have an unhappy online experience. They may even reach out on social media.

Self Service 40

Self Service Customer Service e-support Retail 40

LiveChat

NOVEMBER 19, 2015

There are few businesses or organizations that have such a great, established social media presence as NASA. What NASA did to become one of the top, most recognizable social media brands in the world? link] pic.twitter.com/CtSQODPofA — Curiosity Rover (@MarsCuriosity) October 13, 2015. How do they do it?

Social Media 28

Social Media Strategy Sports Guidelines 28

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

Social Media 40

Social Media Customer Service Entertainment Self Service 40

NICE inContact

JULY 25, 2019

Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. 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.

Call Center 141

Call Center Gamification Contact Center Social Media 141

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. Now onto the best of 2015! The Art of Making Customers Happy on Social Media by Kevan Lee. An important read for any aspiring customer support manager.

Self Service 72

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

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

Kerry Bodine

FEBRUARY 6, 2017

I’ve watched with interest for years as brands (and their advertising agencies) have added (or not) social media hashtags, FB links, and URLs to their Super Bowl ads. A couple of years ago I wrote, “ 2015 was the year of the Super Bowl hashtag. Direct viewers to online channels.

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

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. Twitter-based customer service increased 250% from 2015 to 2017. Social media Think of your social media presence as an extension of your website.

Communication 137

Communication Brands Social Media Touchpoint 137

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. The post 2015 Global Customer Service Report: Customer Expectations and Location, Location, Location appeared first on Parature.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

BirdEye

AUGUST 29, 2023

Social media support Most customers follow businesses on social channels and choose to address their queries via direct messages on social media platforms. If you are on multiple social media platforms, leverage AI-driven solutions like Birdeye to monitor and manage communications from a unified inbox.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Customer Bliss

MAY 23, 2017

In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” Lynn also oversees a lot in her role: marketing, event planning, social media, hospitality and group sales, owner relations, media relations, and more. The 2015 Belmont Stakes. The evolution of her role.

Sports 142

Sports Customer Experience Hospitality Retail 142

BirdEye

OCTOBER 5, 2023

Today’s marketplace is competitive and transparent, so managing brand perception isn't just important - it's imperative. FAQs on brand perception Improve your brand perception with Birdeye’s reputation management What is brand perception? Social listening tools It monitors online conversations about your brand.

Examples 64

Examples Measurement Brands How To 64

Brandwatch CX

JULY 4, 2022

You can also manage your Instagram account from within the platform, creating albums, and liking and commenting other posts. You can view your media, likes, and followers, and manage comments. social media accounts. If you want to go a bit deeper than Instagram’s own analytics offering, this list is for you.

Analytics 92

Analytics Tools Social Media Metrics 92

BirdEye

JUNE 21, 2023

Even New York’s top hotels struggled with bed bug outbreaks back in 2015. Wendy’s continuously analyzes the competition’s social media posts to burn them with their own tweets. In this way, a competitor analysis can help you set goals for metrics such as social media followers, delivery times, or five-star reviews.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

SuiteCX

DECEMBER 22, 2015

suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

SuiteCX

JANUARY 21, 2016

suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016? Unstructured data includes social media posts, mobile data such as geolocation and app engagement, audio, video and photos, call center recordings, product reviews, etc.

Customer Journeys 100

Customer Journeys Customer Centricity Leadership Social Media 100

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Comm100

MAY 4, 2022

Firstly, this gives members the flexibility to reach out however they want – live cat, social media, SMS, or email – and receive the same great service in return. LMCU has traditionally taken a conservative approach to change management, and in 2015 they saw that competitors were further ahead on the journey to digital transformation.

Chatbots 189

Chatbots How To Omni-Channel e-support 189

Comm100

JUNE 15, 2022

With a chatbot now handling the vast majority of these questions, this is no longer an issue and our agents feel more engaged and fulfilled in their roles.” – Denny Michaud, Customer Relations Manager at Canadian Blood Services. Read more: Canadian Blood Services Improves Customer & Agent Experience with Comm100 AI Chatbot.

Chatbots 197

Chatbots Industry Customer Service Wait Times 197

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. transactions).To

Data 100

Data Strategy Customer Experience Social Media 100

ReviewTrackers

AUGUST 6, 2020

Alisa Meredith, Alisa Meredith and co-owner and chief strategist of Scalable Social Media : I would start with inbound and make sure to do the free content marketing course as well. Our ReviewTrackers Academy offers six training courses and certification on Customer Experience Management. ReviewTrackers Academy. Cost: Free.

Course 114

Course Marketing Social Media Advertising 114

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Annie has been specializing in the field of Customer Experience Management for over ten years, but has dabbled in lots of different parts of business. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130