Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here.

Meeting 40

Meeting Social Media B2C Conference 40

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

ShepHyken

JUNE 4, 2018

Both events were recorded, uploaded to social media, shared widely, and broadly condemned as instances of racial bias. My Comment: We wrap up this week’s Top Five with a book review of one of my favorite customer service books to come out this year. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

AUGUST 6, 2018

Try These New Customer Service Social Media Strategies by Christopher Elliott. — there are strategies, and there are social media strategies. Christopher Elliott is a consumer advocate and is suggesting to his readers that they embrace social media for customer service.

Customer Service 67

Customer Service Social Media Culture Tips 67

ShepHyken

JANUARY 10, 2020

This week we feature an article by David Meerman Scott who has written a new book, Fanocracy: Turning Fans into Customers and Customers into Fans about turning customers into customers and customers into fans. Many IHOP fans shared their deep concern on social media. Fake news” is so widespread it’s a joke. Just kidding!”.

Social Media 100

Social Media Advertising Brands Travel 100

Ann Michaels and Associates

DECEMBER 27, 2018

I love reading reviews…whether it’s booking a hotel, trying out a new restaurant, buying a new laptop, or even renting a movie. 53% of customers expect businesses to reply to their online reviews within seven days (Review Trackers, 2018). • Unless you’ve been hiding under a rock, you know that online reviews are all the rage now.

B2B 73

B2B Hotels Consumers Brands 73

Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. Chatbots, geofencing, improved goal alignment, and omnichannel CX were hot topics for 2017, and I must say, it looks like these will continue to be a growing interest in 2018—especially chatbots. Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

Comm100

NOVEMBER 29, 2021

Omnichannel platforms connect all the key digital supports channels into one unified console, pulling together data from live chat, social media, ticketing, email, and SMS. Between 2018 and 2020, the adoption of chatbots increased by 67% – and 2022 will be no different. The continued rise of chatbots and automation.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Customer Bliss

JANUARY 3, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? In my book, “Would You Do That to Your Mother?” A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Dec 11, 2018 at 10:00am PST. Click here to learn more about the course and enroll. .

Chief Customer Officer 170

Chief Customer Officer Video Course Social Media 170

Comm100

DECEMBER 2, 2021

Between 2018 and 2020, the adoption of chatbots increased by 67%. Marr describes the sea change toward businesses recognizing digital channels as the primary way that consumers now choose to connect: “…in the past, this digitization journey has generally treated digital channels – websites, social media, etc. – as add-ons.

Financial 225

Financial Trends Customer Experience Chatbots 225

Comm100

NOVEMBER 29, 2021

Omnichannel platforms connect all the key digital supports channels into one unified console, pulling together data from live chat, social media, ticketing, email, and SMS. Between 2018 and 2020, the adoption of chatbots increased by 67% – and 2022 will be no different. The continued rise of chatbots and automation.

Trends 154

Trends Customer Service Chatbots Omni-Channel 154

Comm100

NOVEMBER 25, 2020

Instead, social media, forums, review sites, and communities have all become important parts of the customer service ecosystem. The automation of chatbots can perform a variety of tasks , including processing orders, making bookings, and directing visitors to specific pages. It’s the same thing for customer support.

CRM 130

CRM Customer Service Ecommerce Chatbots 130

ShepHyken

NOVEMBER 14, 2017

He shares his 100 Days principle, and discusses his new book “Never Lose a Customer Again.”. Social media should be used more as a listening device than as a megaphone device. Am I using social media properly? This is an opportunity to navigate the customer through a journey. How do I create customer loyalty?

Social Media 74

Social Media Hotels Loyalty Customer Experience 74

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. Those who get it wrong can face a barrage of complaints and criticism on social media – witness the high profile social media backlash experienced by United Airlines last year.

Travel 49

Travel Brands Airlines Customer Experience 49

Comm100

JUNE 15, 2022

Canadian Blood Services (CBS) first launched Comm100 Live Chat on their website in 2018 to connect with digital-first customers that were being missed by traditional phone support. For a great chatbot customer service use case, let’s look at how Canadian Blood Services adopted Comm100 Chatbot. Canadian Blood Services.

Chatbots 197

Chatbots Industry Customer Service Wait Times 197

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. The honest and practical guide to customer experience – buy my new book now on Amazon.co.uk , Amazon.com or by emailing me directly at ian@ijgolding.com.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

SurveySparrow

NOVEMBER 1, 2021

Googling hr influencers on the internet will give you boatloads of advice and tips from experienced HR professionals in blogs, social media posts, videos, carousal, and whatnot. The author of the hit book ‘The Savage Truth’, Greg is the Founder of People2people Recruitment. Because there’s no fun reading without it!

Social Media 98

Social Media Tips Conference Leadership 98

Grade.us

NOVEMBER 9, 2018

Content, SEO, email marketing, unpaid social media. It's all about weaving an experience from different forms of media, both new and traditional, to create one, cohesive brand story. Look to some of these resources to help you finish out 2018 with a bang, and to navigate your way into 2019. Low-cost, organic, awesome.

Advertising 26

Advertising Resources Tools Social Media 26

ijgolding

AUGUST 12, 2018

Have you ever used social media (Twitter or Facebook) to interact with an organisation (when requiring customer service or help)? What customers ‘wanted’ in 2013, is unlikely to be remarkably different in 2018. My book, ‘Customer What? – You can do so on Amazon.com or Amazon.co.uk. Enjoy the read!!

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

ShepHyken

JUNE 5, 2018

This skill came into play ten years ago when social media first began to rise. While everyone was talking about how great social media was, her mind immediately thought of the risks it presented. Her book, Crisis Ready , published in March 2018, details how organizations can implement a crisis ready culture.

Social Media 80

Social Media Brands Retail Video 80

Beyond Philosophy

MARCH 2, 2018

From what employee emails they can read to how much social media access employers are entitled to website usage on company equipment, and even whether an employer can order a polygraph, the government works to help draw the lines of what is fair game and what isn’t. 1 February 2018. 9 February 2018. < www.cent.com.

Government 101

Government Employee Experience Employee Engagement Social Media 101

CSM Magazine

MARCH 6, 2019

The Casual Dining Index also revealed some key findings about how diners are increasingly relying on social media, and particularly Trip Advisor, to research before they book. A staggering 3 in 4 of respondents claimed to read review on a restaurant before booking. ” Banish long wait times and poor food.

Customer Satisfaction 56

Customer Satisfaction Social Media Wait Times Survey 56

ReviewTrackers

AUGUST 19, 2019

What’s more important, however, is that patients have a higher likelihood of leaving positive reviews on their provider in 2018 compared to 2017. The truth of the matter is that people won’t leave a review unless you ask, and review sites are where your new patients are checking before deciding to book an appointment.

Healthcare 83

Healthcare Hospitality Marketing Guidelines 83

Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. With the changes in recent years to move branding strategy to social media channels, the emotional response is more critical than ever. We appreciate what you bring to our community and look forward to what we will discover together in 2018.

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

ReviewTrackers

FEBRUARY 5, 2018

Whether it’s in the form of a consumer-written blog post, a 5-star review, a YouTube video, an Instagram photo or story, or a social media comment, UGC can add great value to your marketing efforts and initiatives — and deliver results that aren’t always achievable using traditional brand-centric strategies and inauthentic advertising.

Examples 56

Examples Marketing Social Media Fashion 56

West Monroe

OCTOBER 11, 2022

The thing that surprised me the most was social media. But the human propensity to spend so much time and effort and attention in social media, and the importance of that and how it then drives behavior was just something I didn't expect to see to the massive extent that it is. August 2018. Facebook surprised me.

Social Media 40

Social Media Competitive Advantage Case Study Study 40

Helen Dewdney

MARCH 18, 2019

your social media followers too!). 8) What do you think of using social media to complain ? In 2018 he was the Kames Capital broadcast journalist of the year. GET THE BOOK! See Paul Lewis’ review of the book too! Fairly well. If it’s very bad I tweet about it so 113,000!

Financial 47

Financial Social Media Insurance Advertising 47

Kustomer

NOVEMBER 1, 2021

According to Apple, in 2018 there were roughly 550,000 podcasts and today there are more than 2 million. She has also authored two books on customer experience. – Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Have you noticed? Podcasts seem to be everywhere.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

Helen Dewdney

SEPTEMBER 4, 2018

But Helen had also asked on social media for people’s comments and gave this feedback too. Tesco, because if the service was not so utterly diabolical I wouldn’t have such good endless material for my blog or gone to court, ultimately gaining enough interest in what I do that encouraged me to write the book.”

Case Study 60

Case Study Consumers Study Social Media 60

ReviewTrackers

AUGUST 19, 2019

What’s more important, however, is that patients have a higher likelihood of leaving positive reviews on their provider in 2018 compared to 2017. The truth of the matter is that people won’t leave a review unless you ask, and review sites are where your new patients are checking before deciding to book an appointment.

Healthcare 56

Healthcare Hospitality Marketing Guidelines 56

ReviewTrackers

APRIL 6, 2020

Like it or not, even canned laughter used in TV shows serves as social proof: studio executives use it to effectively increase the perceived “funniness” of a show. Online Reviews as Social Proof. In today’s social media age, online reviews have emerged as one of the most potent forms of social proof.

Hotels 95

Hotels Consumers Hospitality Social Media 95

Helen Dewdney

JULY 21, 2018

On Thursday 19 July 2018 Virgin quietly released a statement on its website. The situation seems to have arisen because of a failure by Virgin Media and UKTV to reach an agreement on fees to be charged for the television content that UKTV provides to Virgin Media customers. — JayBird (@LycanEclipse) July 20, 2018.

Social Media 45

Social Media Consumers Tips Company 45

Michel Falcon Experience

APRIL 23, 2019

If you like what you read, please consider sharing this on social media and with your team. My Take and Question: when I hosted a full-day workshop for CBC Federal Credit Union in October 2018 I introduced them to my micro customer experience (MCE) strategy. Why can’t I lead MY team like this? The answer is…YOU CAN!

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Comm100

MARCH 16, 2022

Even back in 2018, the Office of Management and Budget in the US ordered all executive branch agencies to add CX into their ‘strategic decisions, culture, and design of services.’. Santa Fe County has been using Comm100 Live Chat since 2018. However, this tide is changing, and even faster now due to the Covid-19 pandemic.

Government 191

Government Customer Service Chatbots Effort Score 191

SaleMove

NOVEMBER 6, 2018

So what does a great customer experience look like in 2018? Dollar Shave Club’s agents cheerfully engage with the public any time, anywhere—answering phones, responding to emails, conducting online chats, and replying to social media inquiries, even taking up Rubik’s Cube challenges tossed out by playful fans.

Customer Service 55

Customer Service Banking Airlines Social Media 55

Helen Dewdney

JULY 12, 2019

This provided Thomas Cook with about 1,400 shops but at a time when consumers were beginning to book more and more on line. In the holiday industry uncertainty has led to a lack of confidence in booking holidays. In the holiday industry uncertainty has led to a lack of confidence in booking holidays.

Travel 36

Travel Tourism Hotels Financial 36