NetBase

MAY 9, 2019

Updated May 2019. Though Social Media Analytics has been a common business tool for nearly a decade now, various aspects still feel mysterious and confusing to those who haven’t followed its progression. What Is Social Media Monitoring? <Currently What Is Social Campaign Analysis? <Currently Viewing.

Social Media 62

Social Media Analytics Airlines Analysis 62

Oracle

MARCH 30, 2020

Many brands are incorporating storytelling into their customer experience as a way to reach consumers in creative and compelling ways, and boost customer engagement. We asked consumers to provide their favorite brand storytelling examples, and here are 6 of them. Exceptional Brand Storytelling #1: Simple is better.

Brands 99

Brands Company Social Media Video 99

Kitewheel

AUGUST 10, 2020

The rise of social media has opened up a powerful channel for companies to engage with customers. The data that customers provide and generate on social media is plentiful and rich but it can be difficult to know which strategies to use in the social media space. The Benefits of Paid Social Media.

Social Media 52

Social Media Customer Journeys Advertising Brands 52

ShepHyken

JULY 22, 2019

8 Tips for Improving Social Media Customer Service by Fara Haron. Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year.

Social Media 117

Social Media Customer Service Trends Tips 117

CloudCherry

SEPTEMBER 6, 2018

Every company wishes that they could predict the future—it would make business plans so much easier and more straight-forward. Essentially, predictive analytics is used to reverse-engineer the actions taken by customers to prescribe CX strategies that will result in a positive outcome for both your consumer and your company.

Analytics 221

Analytics Analysis NPS Financial 221

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

Consumers 71

Consumers Brands Social Media Measurement 71

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Self Service 75

Self Service Customer Service Social Media NPS 75

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. Social media customer care best when humans and bots are at play by Tara Jones.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

CSM Magazine

MAY 27, 2021

It won’t be an exaggeration to say that social media is an indispensable part of our lives. Other than falling into the most adorable black hole of cat videos and sharing incorrigible vacation throwbacks, social media has emerged as a powerful tool for content creators and brands. Let’s dive in. Click Send.

Social Media 52

Social Media Sports Government Brands 52

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

” when the company line was “what about the shareholders?” Wanted to improve your brand culture. Take Advantage of Social Media. Search social media for the hashtag #CXDay2019 and use it on all your own CX Day-related posts. ” We celebrate where we are and how far we’ve come.

Social Media 146

Social Media How To Culture Customer Centricity 146

Oracle

APRIL 1, 2019

Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Brands designing and delivering their omnichannel customer experience have more opportunities to get their CX right. Omnichannel is the new minimum threshold for brands.

Omni-Channel 108

Omni-Channel Customer Experience Touchpoint B2C 108

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? The agent also gives her links to learn more on the brand’s online community.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

ShepHyken

APRIL 1, 2019

A Complete Guide to Social Media Customer Service by Anna Bredava. Search Engine Journal) In this article, we’ll go through all the steps of building a social customer service strategy from scratch and answer the frequently asked questions about social customer support. Follow on Twitter: @Hyken.

Customer Service 100

Customer Service Social Media Chatbots Trends 100

NetBase

SEPTEMBER 30, 2019

Social media marketing is crucial for cosmetics companies to master, and they know it. So, what are the top hashtags for Cosmetics Companies in 2019? Let’s check them out, along with other social analytics insight , to see what they reveal about the industry, consumer expectations and potential marketing tactics!

Company 46

Company Fashion Automotive Consumers 46

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. This may be self-service, in-person, phone, email, chat, social media or text message. Your company will choose which channels to configure for customers to reach out. You may use some or all of them.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

NetBase

AUGUST 26, 2019

But the great chicken sandwich war of 2019, with Popeyes squaring off against Chick-fil-A, comes close! Let’s see how this social media taste test shapes up – and which brand is truly loved by all the land. And Popeyes immediate reply set the internet on fire: And so, the #ChickenSandwichWar of 2019 was born.

Social Media 56

Social Media Comparison Video Trends 56

NetBase

JUNE 5, 2020

Brand advertising budgets continuing to shift towards online and social media. 89% of marketers are using social media to advertise. AT&T, HBO Max, Peacock, Hulu and Quibi offer ways for brands to reach more consumers. 52% of all online brand discovery still happens in public social feeds.

Innovation 73

Innovation Brands Social Media Advertising 73

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Nearly a quarter of experiences (23.6%) failed to deliver satisfaction at the first attempt, forcing consumers to follow up with brands.

Conference 76

Conference Self Service Fashion Ecommerce 76

Oracle

NOVEMBER 27, 2019

From transformations in customer service technology and grocery shopping, to social media shopping and changes in the delivery and brick-and-mortar experience, here’s a look at innovations reshaping retail in 2019 and beyond. The emergence of social shopping. Revolutionizing the drive-thru experience.

Retail 74

Retail Innovation Trends Ecommerce 74

ShepHyken

DECEMBER 30, 2019

Using Social Media to Connect with Your Most Loyal Customers by Michael A. Harvard Business Review) More and more companies have loyalty programs — and for good reason. Create a better experience for them on social media. ITProPortal) Tips for brands looking to embrace AI-driven customer service.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. AI-driven innovations in mobile self-service allow companies to consistently deliver high-quality service at scale and to meet customers’ increasing demands for a positive mobile experience. In a nutshell. What’s on the agenda? In a nutshell.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

CX University

MARCH 4, 2024

It encompasses every interaction a customer has with a company, from the initial awareness stage to the post-purchase support. In the digital age, customers expect a consistent and cohesive experience across all touchpoints, whether it’s through a website, mobile app, social media, or in-store interactions.

Omni-Channel 52

Omni-Channel Interaction Customer Experience Touchpoint 52

CX University

NOVEMBER 21, 2020

Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Ask five different people what customer experience means to their brand and you would probably get twice as many correct, but different answers. This list goes on. The truth must be told.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

ShepHyken

JUNE 3, 2019

SmarterCX) In the vocal world of social media we live in, poor customer experiences can quickly turn into public customer service nightmares. I don’t think many companies lie to customers, but when something promised doesn’t happen for any reason, the customer may begin to lose trust and confidence in the company.

Customer Service 117

Customer Service Social Media Survey Customer Confidence 117

TechSee

DECEMBER 31, 2019

Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. As 2019 comes to a close, they must better prepare for the new decade and beyond.

Trends 136

Trends Customer Service Self Service Contact Center 136

NetBase

JUNE 25, 2020

Ignorance of what’s happening and being said about your brand online, is no excuse. Brands must monitor social conversation or face harsh consequences. If you’re not online monitoring brand mentions, what are you doing that’s more important? Mentions that no brand should ever miss. Just ask Nano Magic.

Brands 98

Brands Social Media Analysis Metrics 98

NetBase

JULY 30, 2020

It has definitely captured brands’ attention, as we see many adjusting their marketing strategies and finding new purchasers on podcasts. Here we’ll take a peek into the podcasting space to see what is making it so enticing for brands. In 2019, ad revenue in podcasting hit $708m which was a 48% year over year growth from 2018.

Brands 97

Brands Advertising Trends Consumers 97

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

ShepHyken

MARCH 3, 2019

4 Brands That Mastered the Omnichannel Experience by Erin Ollila. Smarter CX) Take a look at how 4 brands are mastering omnichannel customer experiences across different industries. Some companies do this better than others. The post 5 Top Customer Service Articles for the Week of March 4, 2019 appeared first on Shep Hyken.

Customer Service 95

Customer Service Omni-Channel Customer Retention Case Study 95

C Space

JUNE 29, 2020

The Brand Move Roundup – June 29, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Social Media Advertising Sports 52

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. But we want to call out the impact of social media in the hands of customers whose expectations haven’t been met.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

NetBase

APRIL 28, 2020

ESports is an explosive industry and many top brands are paying attention. In-person tournaments have been cancelled to comply with social distancing, but have already shifted entirely online to keep things moving forward. Top gamers enjoy large followings on social media with whom they engage with pretty much daily.

Brands 67

Brands Sports Social Media Banking 67

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Published on: December 05, 2018.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? The agent also gives her links to learn more on the brand’s online community.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? The agent also gives her links to learn more on the brand’s online community.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40