InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences.

Analytics 488

Analytics Customer Insights Data Social Media 488

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

CSM Magazine

JUNE 7, 2023

Focus on understanding customers’ pain points and challenges so that you can offer innovative solutions that will make things easier for them. As a result, customers will see that they can rely on your brand to fulfill their needs and wants. For example, you may have to explain any additional fees that customers might encounter.

Tips 52

Tips Social Media Policies Case Study 52

ShepHyken

JUNE 24, 2019

Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. My Comment: Here is a great testimonial to the combination of a great customer experience and product.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

Beyond Philosophy

DECEMBER 5, 2017

. • Commitment to the customers – Commitment to understanding customer needs, and to performing in a manner which provides customers with optimal experiences and relationships, as well as delivering the highest level of product and/or service value. We’ve seen employee surveys where there are no customer-related value elements.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. Content may be of many different types – blog posts, videos, white papers, case studies, and more.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45