Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Likewise, companies must get closer to their customers—both local and international—to continue to deliver products and services that are relevant and valuable to their target market. Global uncertainty.

Trends 0

Trends Social Media Advertising e-support 0

CSM Magazine

JANUARY 19, 2018

Could social media be realizing its true calling as the ultimate customer service channel? Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. According to recent studies by J.D.

Wireless 49

Wireless Social Media Customer Service Telecommunications 49

ProProfs Chat

DECEMBER 14, 2018

Collecting and responding to customer feedback is critical for any growing business. It’s a great way to make sure you’re spending time and money on improvements that will help turn your existing customers into loyal brand advocates for life. “My So, how do you collect the most relevant feedback from your customers?

Feedback 97

Feedback Social Media Survey Customers 97

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers? by AJ Agrawal .

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ReviewTrackers

FEBRUARY 10, 2021

Today, consumers rely on current customers to tell them whether or not a business is worth their time and money. Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. . There is only one way a customer can start a journey with your brand.

Management 123

Management Social Media Culture Advertising 123

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. My Comment: This article had me a the title: “Kick Ass Customer Service.” My Comment: What’s even better than getting your customers’ email addresses?

Self Service 76

Self Service Customer Service Social Media Feedback 76

WorkOutLoud

FEBRUARY 15, 2018

Your social media team works hard. These are just a handful of the channels that keep your social team busy. This article is going to discuss 3 ways the addition of a private, online customer community can help boost your brand, provide some focus for your social team, and make life easier for your customers.

Social Media 40

Social Media Strategy Conference B2C 40

ShepHyken

MARCH 6, 2017

Each week I read a number of customer service articles from various online resources. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Forward-looking enterprises are especially keen to leverage AI for customer service, a cost center that traditionally scales linearly with revenue.

Customer Service 83

Customer Service Social Media Roadmap Tips 83

ReviewTrackers

FEBRUARY 24, 2021

Companies like Apple get a huge value from their reputation as a user-friendly company that provides great customer experience. When customers search for businesses online, they will turn away if they see negative content or reviews about your company. 63 percent of customers say that a business has never responded to their review.

Brands 104

Brands Marketing Social Media Sports 104

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. This holds especially true today, when consumers are eager to validate their purchase decisions — and attempt to do so by using social media and real-time feedback from other consumers as their key resources. Back to top. percent of consumers.

Survey 101

Survey Social Media Automotive Analysis 101

Survicate

FEBRUARY 20, 2019

On the one hand, with thousands of clients and leads just a couple swipes and clicks away, advertising and collecting feedback has never been so easy. But it’s a full-fledged tragedy if you’re not aware if (and where) your clients are leaving you negative feedback, and can’t make amends or drive your product strategy accordingly.

Feedback 81

Feedback Management Survey Tools 81

Experience Investigators by 360Connext

OCTOBER 4, 2017

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! Here are a few ideas.

Customer Service 181

Customer Service Social Media Innovation NPS 181

CX Journey

NOVEMBER 22, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017. They're much more prevalent now than ever before, and customers are turning to other customers for assistance with common and not-so-common issues. I'll focus on the sanctioned type. Companies get.

Self Service 0

Self Service Social Media Knowledge Base Call Center 0

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Social Media 82

Social Media Customer Service System Touchpoint 82

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Social Media Government 98

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Think of it as a telephonic IVRS analog for customer support.

Chatbots 75

Chatbots Social Media Healthcare Study 75

Enalyzer

DECEMBER 19, 2017

To go out with a bang, we’ve brought you a roundup of features we released in 2017 that you may have missed. Not only can you create customized messages to thank your respondents for taking the time to complete your survey but you can also redirect them to any URL, this could be your website, blog or another survey. You know what else?

Social Media 62

Social Media Survey Report Software 62

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Retently

MARCH 29, 2023

So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. It reduces distribution costs and provides customers with greater convenience. Remarkably safe.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Clarabridge

MAY 4, 2017

Coming off of the heels of a noteworthy first day and a night of ‘getting into the groove’ with an eighties cover band at LIV Nightclub, Day 2 of Clarabridge Customer Connections (C3) Conference did not disappoint! Lyft Discusses Increasing Efficiency to Elevate the Customer Experience. Enter Clarabridge.

Customer Service 45

Customer Service Social Media Conference Guest Experience 45

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.

Tips 127

Tips Customer Experience Social Media Insurance 127

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Customer Service 83

Customer Service Airlines Feedback Social Media 83

ReviewTrackers

APRIL 7, 2021

Negative reputation, meanwhile, can drive away potential clients and increase customer churn. In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. Manage online reviews, social media, and customer feedback.

Banking 94

Banking Management Social Media How To 94

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . Building and nurturing these connections can lead to improved internal and external engagement, deeper trust and boosted social capital. – MIT Technology Review (2017).

Customer Care 45

Customer Care Social Media Engagement Brands 45

ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken.

Customer Engagement 194

Customer Engagement Engagement Marketing Fashion 194

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

transcosmos Information Systems

JANUARY 5, 2017

Statistics on e-commerce business for 2017 and beyond remain strong. In digital commerce, customers are like taking a leap of faith, doing business with people whom they only see online. And here’s where good customer service can make all the difference. Customer Service for Your E-commerce Business. Product Pages.

e-support 87

e-support Customer Experience Social Media Policies 87

ProProfs Chat

JANUARY 24, 2020

That’s the power of customer advocacy. Get closer than ever to your customers. So, before we get into the dynamics of customer advocacy, let’s cover the basics first. . What is Customer Advocacy? Customer advocacy is known as different things for different companies, such as brand advocacy and voice of the customer. .

Marketing 103

Marketing Social Media Policies ROI 103

ProProfs Chat

JULY 27, 2018

Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience.

Customer Engagement 93

Customer Engagement Engagement Strategy Marketing 93

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Case Study 152

Case Study Airlines Conference Wait Times 152

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. I know that for many frontline employees, it can be hard to “heart” all customers, all the time, but for the rapidly expanding world of CX pros, I think there is a real sense that all customers can teach us something. Voice of the Customer Best Practices.

Case Study 40

Case Study Social Media Analytics Study 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. I know that for many frontline employees, it can be hard to “heart” all customers, all the time, but for the rapidly expanding world of CX pros, I think there is a real sense that all customers can teach us something. Voice of the Customer Confirmit Blog.

Case Study 40

Case Study Social Media Analytics Study 40

Second to None

APRIL 18, 2019

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes.

Marketing 76

Marketing Customer Experience Social Media Fashion 76

ReviewTrackers

MARCH 26, 2018

When you were applying to jobs right out of college, your advisor, family and friends may have told you to watch what you post on social media because you had to create a positive online brand reputation to get a job. Therefore, getting reviews from current customers is an important part of reputation marketing.

Brands 82

Brands Marketing Social Media Sports 82

Ann Michaels and Associates

JUNE 26, 2020

When I think about how brands “talk” to their customers effectively, I always think of Target. This goes back a few years now, but Target was a brand that listened in social media and used social media to learn not only what customers where saying about them, but also how they talked about them.

Examples 52

Examples Social Media How To Retail 52