CSM Magazine

JUNE 11, 2019

Social media is ingrained in the global population. billion and in the UK alone there are 45 million social media users. Of these, 39 million are mobile social media users. Historically, companies have used social media for building brand awareness and marketing. Drive deeper engagement.

Social Media 40

Social Media Virtual Agent Analytics ROI 40

SurveySparrow

JANUARY 7, 2021

In fact, brands started to put more attention on improving their customer engagement. Whether your customers shop for their own need or on behalf of their organization, they simply expect a memorable interaction with the brand. After the pandemic, every brand is becoming customer-centric.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. With that in mind, here are four predictions on how brands will step up their game in the new year.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. 2) Be responsive. 3) Be results driven.

Connections 149

Connections Tips Social Media Multi-Channel 149

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Were any of us, really, surprised as customers? We have gladly defected to a competitor after our “go-to” brand disappointed us in some major way. They claim improving the customer experience is a priority, as they’ve been claiming for a few years now. Responding to customers on social media?

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Combine these findings with how customers want to interact directly with technical experts on social media, and it behooves brands to think about compelling ways to let customers in on the preparation. Using social media, brands could post photos on Instagram and tweet out the questions the design team is asking.

Social Media 282

Social Media Study Consulting Customer Engagement 282

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Monitoring sentiment across these channels provides invaluable insights into customer perceptions and sentiments.

Customer Journeys 69

Customer Journeys Management Customer Experience Net Promoter Score 69

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Be sure marketing, PR, legal and customer service are well-trained and well-connected around these channels. Social media brand representatives don’t understand the medium or the customer service policies. Treating social media channels as nothing more than sales promotions will fail every time.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

Your customers could see you aren’t handling things in the way they want. They might see you are not responding to inquiries or concerns on social media. These are all big problems for your brand eventually. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

BirdEye

JUNE 14, 2023

Using these channels strategically will help keep customers engaged and employees productive. Whether it’s building the confidence of a new customer, establishing a better rapport with your staff, or resolving customer complaints , effective communication is essential for business success and growth.

Communication 98

Communication Social Media Video Meeting 98

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. Social Customer Care: Best Practices for Major Engagement. What about you?

Customer Care 110

Customer Care Social Media Marketing Conference 110

Experience Investigators by 360Connext

MARCH 11, 2015

And if EVERYONE is writing a blog about the lessons of the latest social media brand disaster, you may not need to add to the noise. I use Google News search and try some pretty random combinations sometime, like “customer experience” + “social media” + “ specific brand or event.”

Tips 110

Tips Social Media Leadership Exercises 110

Experience Investigators by 360Connext

DECEMBER 15, 2014

Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. ” These might not actually be their brand advocates , or even those who take the time to express any appreciation for good service. Ignoring the little guy in favor of the elite can mean big trouble for your brand.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Experience Investigators by 360Connext

OCTOBER 6, 2014

AT&T created an internal tribe of employees who were asked to share information only when they felt it was appropriate for their personal networks. This led to more sharing beyond what the brand alone could do. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

APRIL 2, 2015

Smart brands are beginning to tap into the peers who are already trusted. While there is a “self-educated buyer trend” as Tom states, the vast majority of brands haven’t figured out how to respond appropriately to that trend. Tom explains how the best brands take a holistic approach and learn to pack their patience.

Sales 110

Sales Marketing Social Media Consulting 110

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

They became antagonists to the very customers they are supposed to serve. It’s easy to think of these big brands as nameless, faceless corporations. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

JANUARY 19, 2015

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. We expect ALL companies to be responsive when we go to them via social media. Studies from Ambassador and Social Bakers reveal how mismatched our expectations are with reality.

Social Media 110

Social Media Customer Service Call Center Study 110

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. I asked Amy about how she hears from customers like me, who sometimes are using their app on a daily basis.

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Experience Investigators by 360Connext

OCTOBER 29, 2014

” They are cheap postcards and such with the artist branding all over them. It’s great to welcome new customers with something special. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. I didn’t feel appreciated. I felt taken.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Understand your customers are not obsessing over your brand. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

OCTOBER 13, 2014

Design your ideal customer experience by asking and answering these five key questions. Your brand is a promise, so live up to it. If you are promising to overcome an obstacle, then make sure everything helps your customer do that. What promise are you delivering? What is that promise?

Customer Experience 301

Customer Experience Social Media Consulting Employee Engagement 301

Kustomer

SEPTEMBER 1, 2022

Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand. What Is Customer Service Strategy?

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

BirdEye

FEBRUARY 23, 2024

External communication This involves interaction with clients, customers, suppliers, and other external stakeholders. USP: Shapes your brand perception and attracts opportunities. An enterprise can optimize its external communication by aligning it with its brand values, ensuring consistency and authenticity.

Communication 62

Communication Multi-Channel Culture Social Media 62

Comm100

JANUARY 14, 2020

This visibility lets them create a cohesive, deeply personalized customer profile that enables higher quality service. Here are some of the ways that digital omnichannel is helping companies meet their customer service goals and drive operational efficiency: Optimized agent capacity. Free Download: Customer Engagement 2020 White Paper.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Customer Bliss

AUGUST 29, 2017

A very intriguing dimension of a company we all know so well, and you’ll be intrigued to hear how customer experience is a key part of how they help companies grow. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. About Rhonda.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

Customers want convenience on their terms, not yours. With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, then you understand that customers want convenience on their terms, not yours.

Ecommerce 282

Ecommerce Banking Loyalty Retail 282

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Investigators by 360Connext

NOVEMBER 3, 2014

As a customer, it hurts to be neglected or ignored after investing your own loyalty in a brand you believe in. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. It’s time to shop around for price. I’ve been on both sides of this coin. But growth is good, right?

How To 271

How To Leadership Social Media Consulting 271

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. So many answers!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Retently

AUGUST 15, 2018

As for why great customer service has become so important, just consider the following: 82% of consumers are likely to leave your brand because of the service they get , not your pricing or products. Bad customer service just makes customers feel like you don’t care about them. But what is good customer service, though?

Examples 96

Examples Customer Service Social Media Exceptional Customer Service 96

SmartKarrot

JULY 27, 2022

A healthy relationship with the customers – is the success mantra for B2B SaaS businesses. Along with a customer-centric approach, businesses should invest in customer engagement activities to build healthy customer relationships. This is where customer engagement managers enter the scene. .

Customer Engagement 10

Customer Engagement Engagement CEM Management 10

Experience Investigators by 360Connext

APRIL 9, 2015

When beginning an initiative to improve the customer experience, referring back to the brand promise is essential. Your brand promise is a means for setting customer expectations , but is typically written from the company perspective. How do you want customers to experience your brand? Barnes & Noble.

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

Experience Investigators by 360Connext

JANUARY 26, 2015

As customers, we know when we’ve had a poor customer experience and we know right from wrong. It seems obvious which industries and brands need to pay attention to this. As customers, we don’t care about how difficult the industry competition is or how regulations make processes more challenging. It''s FREE!

Industry 110

Industry Customer Experience Social Media Leadership 110

Experience Investigators by 360Connext

JUNE 8, 2015

Organizations long for brand advocates. I myself have been invited into special VIP or customer councils that do little else except flood my inbox! Social media is another great source to find potential advocates. Activating your brand advocates can be a wonderful way to increase marketing reach and grow your business.

Marketing 110

Marketing How To Social Media Loyalty 110

ProProfs Chat

APRIL 25, 2019

However, when you truly want to understand customer behavior, then you have to conduct research at every touch point of their customer journey, right from web analytics to social listening. Has Social Media Become the Key for Unlocking Customer Engagement? Absolutely! Is Data the New Oil?

Survey 68

Survey Social Media Comparison Software 68

Experience Investigators by 360Connext

APRIL 21, 2015

Listen to your salesperson’s product demo or and see how many times “this product,” “our product” or the name of the product is mentioned compared to discussing what customers have shared about how it meets their needs. What’s really meaningful to your customers?

B2B 110

B2B B2C Ecommerce Social Media 110