ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. Great resource!

Customer Service 93

Customer Service Social Media Tips Trends 93

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. Social media Think of your social media presence as an extension of your website. Using a live answering service to field your calls eases that burden.

Communication 137

Communication Brands Social Media Touchpoint 137

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

Grade.us

DECEMBER 20, 2018

The Best Influencer Marketing Blogs of 2018. The Top 10 Breakout Influencers of 2018 2018’s Best Influencer Campaigns: 21 Case Studies On Top Brands, Influencers, and More 7 Tips For Designing the Perfect Sponsored Instagram Story. How Much Are Social Media Influencers Paid? The Grin Blog. Start here.

Resources 47

Resources Tools Marketing Case Study 47

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? For the record, contacting brands on social media only to be passed off to someone else is not social customer service.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

Kayako

JANUARY 17, 2018

Then offer, in its place, personalized, educational resources. Resources that actually help consumers find the information they need to make a buying decision and get the most out of your product. The ubiquity of social media and its role in customer support calls for seamless integration of social and support teams.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

ShepHyken

MARCH 9, 2018

Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. Supplying these answers on the website, can decrease the organization’s representatives’ involvement and therefore save resources. Provide a Quicker Answer.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

SurveySparrow

MARCH 19, 2024

Video Marketing for Lead Generation According to CISCO, between 2018 and 2023, 82% of internet traffic came from video viewing or downloading. Videos can help your lead generation by: Boosting social engagement: Videos are easy to consume, especially on social media. Sharing videos on social media will boost your reach.

Video 95

Video Strategy Marketing Social Media 95

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

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

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . Here are my top five picks from last week. Follow on Twitter: @Hyken.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. Retail Customer Experience) Difficult customers can cause stress for employees, damage to the bottom line, and thanks to social media, harm to the reputation of your business. Here are my top five picks from last week.

Customer Service 103

Customer Service Retail Airlines Social Media 103

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

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. AdEspresso has it all.

Advertising 26

Advertising Resources Tools Social Media 26

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 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Both events were recorded, uploaded to social media, shared widely, and broadly condemned as instances of racial bias. The post 5 Top Customer Service Articles For the Week of June 4, 2018 appeared first on Shep Hyken.

Customer Service 76

Customer Service Airlines CRM Social Media 76

Russel Lolacher

DECEMBER 20, 2021

And it’s been well received… @TranBC @DriveBC thank you for your great social media presence. we see all your hard work, @DriveBC @TranBC social media leads. social has become a critical communication tool and is a part of our public infrastructure. this work is important! In An Emergency.

Customer Care 98

Customer Care Transportation Social Media Government 98

ShepHyken

AUGUST 6, 2018

Each week I read a number of customer service and customer experience articles from various resources. Try These New Customer Service Social Media Strategies by Christopher Elliott. — there are strategies, and there are social media strategies. Here are my top five picks from last week.

Customer Service 67

Customer Service Social Media Culture Tips 67

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. 2022 will see more companies putting resources into improving the AX in the knowledge that this will result in improved CX. 70 per interaction.

Trends 221

Trends Customer Service Chatbots Omni-Channel 221

ChurnZero

DECEMBER 28, 2018

We even got a shout out from HubSpot as a top blog you should be reading in 2018. ChurnZero Resource. Customer Success Happens on Social Media – Did you know Customer Success happens on social media? The post 2018 in Review: ChurnZero’s Top 10 Blog Posts of the Year appeared first on ChurnZero.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

ShepHyken

MARCH 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Brandwatch) As a reflection of both a brand’s promise and a commitment to customer service, social media is every company’s main channel for showcasing customer experience. Here are my top five picks from last week.

Customer Service 39

Customer Service Social Media Case Study Customer Service Training 39

NICE inContact

JULY 25, 2019

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. Help them visualize a career path by providing access to career mentoring and learning resources. 2) Ask for Feedback.

Call Center 141

Call Center Gamification Contact Center Social Media 141

AWS Machine Learning

FEBRUARY 6, 2024

To support overarching pharmacovigilance activities, our pharmaceutical customers want to use the power of machine learning (ML) to automate the adverse event detection from various data sources, such as social media feeds, phone calls, emails, and handwritten notes, and trigger appropriate actions.

Healthcare 109

Healthcare Training Data Consulting 109

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. 2022 will see more companies putting resources into improving the AX in the knowledge that this will result in improved CX. 70 per interaction.

Trends 163

Trends Customer Service Chatbots Omni-Channel 163

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Published on: February 21, 2018. However, that doesn’t tell the complete story, because of the public nature of social media, failing to respond quickly and/or effectively can cause enormous damage to brands and their reputations.

Tips 55

Tips Customer Service Social Media Self Service 55

NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. This same rule applies when people call into your contact center. .

Self Service 152

Self Service Contact Center e-support Call Center 152

Russel Lolacher

DECEMBER 20, 2021

And it’s been well received… @TranBC @DriveBC thank you for your great social media presence. we see all your hard work, @DriveBC @TranBC social media leads. social has become a critical communication tool and is a part of our public infrastructure. this work is important! In An Emergency.

Customer Care 59

Customer Care Transportation Social Media Government 59

Talkdesk

JANUARY 12, 2018

However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. If you are using a legacy contact center, it may be holding you back from providing the kind of customer support that would make a customer stay loyal.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Talkdesk

JANUARY 12, 2018

However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. If you are using a legacy contact center, it may be holding you back from providing the kind of customer support that would make a customer stay loyal.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

BirdEye

FEBRUARY 21, 2023

Are you curious about how people use social media? Social media statistics can provide valuable insights into these questions and more. From Facebook’s total users to Twitter’s average daily tweets, there are so many facts that help us better understand how we interact with social networks. Let’s get started.

Social Media 92

Social Media Marketing Advertising Video 92

Eptica

DECEMBER 11, 2019

For example, the average cost of an inbound call is £4.53, 16% more than an email, 34% more than web chat and 42% more than a social media interaction. on average in 2018 to £3.89 this year and social media has risen from £3.07 per contact to £3.18. Share this page on: Tweet.

Self Service 75

Self Service Customer Service Social Media NPS 75