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

NetBase

APRIL 2, 2019

Our 2019 Social Analytics and Artificial Intelligence Report deconstructs the struggle and offers insight to help! Fortunately, that’s precisely what 2019 Social Analytics and Artificial Intelligence Report breaks down for brands: Where AI began, and where it’s headed. Let’s take a peek. It’s amazing really.

Analytics 90

Analytics Report Social Media Consumers 90

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 Analysis Airlines 62

Alliance by IFS

AUGUST 13, 2019

HORSHAM, PA (August 15, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has been named a Top Performer in the Field Service Management (FSM) Software category for the Summer 2019 Customer Success Report published by FeaturedCustomers.

Software 88

Software Report Customer Success Case Study 88

Bold360

JUNE 26, 2019

Thanks to those customers, B old360 was just named a 2019 Top Rated Live Chat and Social Media Customer Service by TrustRadius. Bold360 has won a Top Rated award for both live chat software and social media customer service software,” said Megan Headley, VP of Research at TrustRadius. scoring criteria. .

Social Media 61

Social Media Customer Service B2B Software 61

CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! I haven’t started using it yet but it’s a Pulse Survey tool which collects and reports out on employee engagement info regularly (every 1-2 weeks). They have a free or paid version.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

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

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

NetBase

JULY 11, 2019

Using our powerful Next Generation AI capabilities , we captured the most loved brands across the globe to create the Brand Passion Report 2019: Top Loved Global Brands. Keeping pace with social is table stakes, and it involves much more than tracking brand mentions or tallying likes for a weekly report.

Brands 62

Brands Report Telecommunications Automotive 62

NetBase

DECEMBER 3, 2019

The 2019 Consumer Experience Analytics Report: EMEA has answers! And the verticals include technology; media and entertainment; consumer products; banking and finance; health and pharmaceutical; and, retail. We’ll share a high-level summary below, but be sure to download the report to really dig in. What did we learn?

Report 52

Report Analytics Entertainment Survey 52

InMoment XI

DECEMBER 15, 2022

You aren’t waiting until the end of the year to get a mailed report containing consumer trends for the past year (hopefully), but rather you need to be keeping up with your consumers in real time. It’s no understatement that you—along with every other business for that matter—are operating completely differently than you did in 2019.

Trends 529

Trends How To Social Media Survey 529

NetBase

JANUARY 1, 2019

It’s 2019 and time for another fast-paced year where brands are made and broken at the speed of social. Though periodic reports are useful for spotting patterns and tracking overall trajectory, live insights are critical to brand survival. Report to the C-Suite on Brand Status. Thank goodness for real-time dashboards.

Social Media 62

Social Media Tips Banking Sports 62

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

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

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 99

Customer Service Social Media Chatbots Trends 99

NetBase

APRIL 24, 2019

Wondering how top Automobile, Beauty, Fashion, High-end, Hotels, Jewelry, eCommerce and Retail luxury brands are faring in this increasingly social media-driven environment? You can see what we discovered in NetBase’s 2019 Luxury Brands Industry Report – but first, a preview with some highlights! So were we!

Report 40

Report Industry Brands Effort Score 40

ShepHyken

JANUARY 28, 2019

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. The State of Bots in 2019: Successes and Failures by Astrid Monge.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

CloudCherry

SEPTEMBER 6, 2018

If sales reports show an increase in sneaker purchases, it makes sense to continue stocking them. Customer sentiment allows your company to take things like form responses, emails, and contacts via social media, bucket them all together and monitor your customer’s sentiment in real time. Customer Sentiment.

Analytics 221

Analytics Analysis NPS Financial 221

NetBase

DECEMBER 7, 2018

At last month’s Social Media Week London event, marketing agility was the topic of a panel moderated by NetBase VP EMEA, Michael (MJ) Paradiso. Charlie Marples , Social Media Insights Manager, Lloyds Banking Group. Manideepa Paul , Social Media Insights Manager, Lloyds Banking Group.

Social Media 56

Social Media Banking Groups Analytics 56

NetBase

SEPTEMBER 1, 2020

And we have a whole report full of brands using social listening to do precisely that in our latest NetBase Quid Brand Passion Report: Top Global Brands 2020 – and you can too! Expanded Results for Social Mood & Market Intelligence Insight. Social Listening for Social Mood.

Brands 52

Brands Report Social Media Analysis 52

LiveChat

FEBRUARY 1, 2019

To help you start, I’ve pulled the main takeaways from LiveChat 2019 Customer Service Report that you should focus on. It’s worth mentioning, the report is based on the data from 25k companies representing 19 industries. Go to your Reports section and see how they distribute throughout the year. Data we considered.

Report 57

Report Customer Service Chatbots Customer Satisfaction 57

NetBase

JANUARY 25, 2019

Now that 2019 is here, what should your brand or business be focused on during this first, pace-setting quarter? In addition to metrics like revenue, profit margins, expenses, and monthly profits/losses, there are several social KPIs worth tracking – because they can define the next year. Reach out to see them in action.

Social Media 59

Social Media Metrics Analytics Trends 59

ShepHyken

DECEMBER 30, 2019

Using Social Media to Connect with Your Most Loyal Customers by Michael A. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. Create a better experience for them on social media.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

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

JUNE 24, 2019

Small Business Trends) To rake up great customer reviews or blow up on social media, it comes down to good ole genuine customer support. My Comment: The concept of “omnichannel” is about being available to your customers on multiple channels, such as phone, email, chat, messaging, social channels and more.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Then we compared these results to what over 2,400 customers actually reported in our 2018 benchmark. There were also notably large gaps in the responses regarding email, text, and social media.

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

Lithium

OCTOBER 9, 2019

Social media is a rapidly evolving business channel that can be hard for brands to keep up with. To assist B2C marketers in this, Forrester has completed The Forrester Wave TM : Social Suites, Q4 2019, in which Khoros was named a Strong Performer and performed better than or as well as the competition on 90% of the criteria evaluated.

Social Media 40

Social Media B2C ROI Report 40

Lithium

OCTOBER 9, 2019

Social media is a rapidly evolving business channel that can be hard for brands to keep up with. To assist B2C marketers in this, Forrester has completed The Forrester Wave TM : Social Suites, Q4 2019, in which Khoros was named a Strong Performer and performed better than or as well as the competition on 90% of the criteria evaluated.

Social Media 40

Social Media B2C ROI Report 40

Comm100

JANUARY 7, 2020

Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. Free Download: Live Chat Benchmark Report 2020.

Data 133

Data Chatbots Wait Times Effort Score 133

NetBase

JANUARY 24, 2019

We’ve researched the space and the NetBase Social Media Industry Report 2019: Restaurant Brands offers a Who’s Who of top 100 restaurants – some that will leave you in awe and others that should be lessons to learn from. The post Restaurant Report Shares Tasty Social Sentiment Insight appeared first on NetBase.

Report 45

Report Social Media Exceptional Customer Service Trends 45

NetBase

MAY 30, 2019

Here are some highlights from the NetBase report 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics. Though social media and social analytics are hardly new, less than 40% of CX professionals use social listening tools to understand their target consumers.

Hospitality 56

Hospitality Analytics Report Consumers 56

BirdEye

MAY 6, 2021

We work hard to ensure that our platform enables businesses to deliver fantastic experiences at every touchpoint and allows their customers to share their experiences on review sites and social media. We’re proud to announce that Birdeye has won a grand total of 172 awards from G2’s Spring Report. G2 Fall 2020 Report.

Marketing 98

Marketing Social Media Chatbots Software 98

TechSee

OCTOBER 2, 2019

The industry that experiences the highest rates of churn is telecommunications, with 52% of those surveyed reporting that they canceled a phone, internet, TV or cable contract with a telecom company in the past 24 months due to the quality of customer service they received. Customer churn is widespread.

Survey 164

Survey Customer Service Social Media Telecommunications 164

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform. Published on: October 16, 2018.

Report 68

Report Self Service Average Handle Time Contact Center 68

NICE inContact

OCTOBER 17, 2019

The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media.

Self Service 121

Self Service Contact Center Social Media Chatbots 121