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

NetBase

MARCH 4, 2019

Carefully cultivating a social presence online is no longer a quirky extra for a brand to offer, if it ever was. And any brands still devoting half-hearted efforts to their digital marketing really need to read The 2019 State of Social Report , as it offers game-changing insight for (and from) small, challenger and top-performing businesses.

Report 89

Report Social Media Advertising Ecommerce 89

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. Download the Full Report. Everyone knows that real estate is all about location, location, location.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Vonage

FEBRUARY 23, 2017

According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Mobile devices now rule digital media time. Marketing Land reported that all digital growth now comes from mobile usage. Consumers connect to organizations on social media.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

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

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.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

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

ReviewTrackers

FEBRUARY 10, 2021

Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. . We’ve got the main touch points for customer interactions with a brand, which are public relations, advertising, media coverage, website, and online reviews and social media.

Management 123

Management Social Media Culture Advertising 123

Brandwatch CX

JULY 4, 2022

Furthermore, it is one of the best platforms to advertise on – a Forrester report has shown that engagement with brands on Instagram is 10 times higher than Facebook, 54 times higher than Pinterest, and an astonishing 84 times higher than Twitter. While the report isn’t exactly comprehensive, it does a few things well.

Analytics 91

Analytics Tools Social Media Metrics 91

Comm100

FEBRUARY 10, 2022

The balance of this trust is even higher in some agencies, with McKinsey reporting: “…for Immigration, Refugees, and Citizenship Canada, a department of the Canadian government, citizens are 26 times more likely to trust the agency when they’re satisfied.”. Dissatisfied citizens are twice as likely to reach out for support 3 or more times.

Government 130

Government Customer Experience Chatbots Social Media 130

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 you beat that?

Social Media 28

Social Media Strategy Sports Guidelines 28

Experience Investigators by 360Connext

JANUARY 23, 2015

Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social Customer Care: Best Practices for Major Engagement.

Customer Care 110

Customer Care Social Media Marketing Conference 110

Comm100

MARCH 4, 2021

Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions. Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021.

Data 131

Data Omni-Channel Effort Score Report 131

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. This is bad news for brands.

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

Influitive

AUGUST 3, 2015

In fact, the 2015 B2B Buyer’s Survey Report (sponsored by DemandBase and Demand Gen Report), found the top three resources that buyers rely on when researching potential vendors were: In addition, access to all of this information is making the buying cycle longer. Increase social media buzz.

B2B 66

B2B Report Social Media Marketing 66

Tricia Morris

JULY 7, 2015

The newly-released 2015 U.S. State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when interacting with a brand or organization for customer-related questions and issues. The 2015 U.S.

Self Service 40

Self Service Report Consumers Loyalty 40

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Magazine, Forbes, U.S. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

JANUARY 14, 2016

According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015. A ComScore report shows that mobile users already outnumber PC users for Web access (approximately 2 billion mobile users versus about 1.6 Social Media Is a Powerful Support Platform. billion PC users.)

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Esteban Kolsky

MARCH 2, 2016

The report found that the number of consumers using social media to resolve customer service issues has dropped compared to two years ago. Respondents who do not use social media cited a number of reasons why. Excerpt below, and link at the bottom. Source: NICE & BCG 2016 CUSTOMER SURVEY. What do you think?

Customer Service 60

Customer Service Social Media Case Study Study 60

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

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. That’s because social networks tend to be dominated by a small but loud minority.

Social Media 100

Social Media How To Innovation Software 100

BirdEye

JUNE 21, 2023

Basically, anyone that can claim a bit of your market share is fair game for a competitive analysis report. 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. Take hotels, for example.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

Lumoa

APRIL 1, 2020

Take, for example, Unilever, which in 2015 generated $60 billion in revenue with a sales growth of 4.1%. The following questions can help you figure out what you need from your customer insight strategy, what kind of questions you need to answer, and how you should structure your reporting.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Customers demand a seat at the table.

Social Media 0

Social Media Innovation ROI Feedback 0

Brandwatch CX

FEBRUARY 15, 2019

Furthermore, it is one of the best platforms to advertise on – a Forrester report has shown that engagement with brands on Instagram is 10 times higher than Facebook, 54 times higher than Pinterest, and an astonishing 84 times higher than Twitter. While the report isn’t exactly comprehensive, it does a few things well.

Analytics 82

Analytics Tools Social Media Metrics 82

Provide Support

OCTOBER 28, 2015

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Just these facts alone are enough for companies to start giving basic attention to the quality of their social customer care. © 2003 - 2015 Provide Support LLC.

Customer Care 40

Customer Care Social Media Customers Customer Service 40

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. While nearly half of marketers agree personalization is key to growth, eConsultancy reports only 37 percent of customers say their favorite retailer understands them.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

ProProfs Chat

FEBRUARY 13, 2020

Social Media & Customer Loyalty. Over half of the surveyed population reported that, if they like a brand, they will rarely purchase something different. Source: Bond Brand Loyalty Report ) Tweet this. Social Media & Customer Loyalty. Benefits of Improving Customer Loyalty. Mobile Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Helen Dewdney

APRIL 26, 2020

The venue is cancelling, so this could be deemed an unfair contract term and condition under the Consumer Protection from Unfair Trading Regulations and the Consumer Rights Act 2015. It is asking consumers to report price hikes or making misleading claims about their products and services.

Hotels 70

Hotels Travel Consumers Airlines 70

Experience Investigators by 360Connext

NOVEMBER 20, 2014

According to a Deutsche Bank report , during the last decade the SaaS category grew 11X in market cap value, and its share of the total software market capitalization grew from 2% to 14%. 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

MARCH 11, 2019

But according to Timothy Murphy, current General Counsel and former Chief Product Officer, “Priceless” is a concept that is intrinsically embedded in the company’s history and is applicable to a modern society influenced by the prevalence of social media connectedness.

Marketing 113

Marketing Social Media Advertising Video 113

Customer Bliss

JANUARY 5, 2016

There are three questions that customers answer through social media. This statistic comes from The Keller Fay Talk Track Report, whose information I have used regularly when chipping away at the importance of reliability. Your customers will come back because they want your experience.

Chief Customer Officer 120

Chief Customer Officer eBook Social Media Innovation 120

Win the Customer

SEPTEMBER 5, 2017

Rapidly increasing threats, both in person and online, are driving a demand for business security systems, according to the latest report by Markets and Markets. billion by 2022, the report projects. billion in 2015, growing $1.2 The global security solutions market, valued at $206.69 percent to reach $372.90 retailers $45.2

System 115

System Policies Retail Social Media 115

Kayako

NOVEMBER 22, 2017

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. However, in the excel/csv report you can optionally see partially completed responses. GetFeedback (@GetFeedback) February 3, 2015. Structure your emails.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

Joe Rawlinson

DECEMBER 10, 2015

Sixty-one percent of marketers planned to increase their spending on email this year, making email a higher priority than social media, mobile marketing or any other channel, StrongView’s 2015 Marketing Trends Survey found. Event-triggered Emails. These types of triggered emails currently generate an open rate 78.7

Marketing 60

Marketing Social Media Omni-Channel Return on Investment 60

Helen Dewdney

OCTOBER 29, 2018

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. A Guide to the Consumer Rights Act 2015 – the main law covering faulty goods and services. Social media.

Social Media 51

Social Media Consumers Tips Travel 51