Customers That Stick

SEPTEMBER 18, 2014

Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are currently between 18 to 34 years old)? Here’s a look at how to target Millennials effectively through loyalty programs.

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

Comm100

MAY 31, 2016

According to a comScore study with UPS , 67% of the 5,000 consumers surveyed checked a company’s return policy before making a purchase online, and 58% want a “no questions asked” experience. Blog, reports, and white papers. Set Return Policies. Curate Retail Items. Personalized picks. Train your staff.

Retail 105

Retail Self Service How To Policies 105

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Similarly, employee surveys can gather some actionable feedback. Clearly, there’s a gap to close.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

CSM Magazine

MAY 20, 2020

You may have a great product that solves particular problems for a certain demographic of consumers, but it will do you no good if those consumers haven’t heard of it. You can give it away as an ebook, white paper, checklist, or cheat sheet, in exchange for a potential customer’s email address. Social media marketing.

Strategy 52

Strategy Social Media ROI Sales 52

Comm100

OCTOBER 8, 2016

But 68% of consumers will not go back to a provider once they’ve left, and 80% of them believe the company could have done more to retain their business in the first place. Newsletters, texts, and social media updates can help keep inform your customers about your latest blog posts. Increase your social media presence.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Comm100

APRIL 8, 2016

But if you focus on conducting your own research, you may find that you can better reach them through another social media platform, like Instagram or Tumblr (where, perhaps, you have less competition). There are two edges to the social media sword. ” — 60 Minutes interview with Charlie Rose.

Customer Service 105

Customer Service Social Media Call Center Multi-Channel 105

Eptica

FEBRUARY 6, 2019

That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights. For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media.

Automotive 73

Automotive Social Media Contact Center Banking 73

SurveySparrow

APRIL 11, 2021

What is their social media interaction with your brand like? Someone who got recently introduced to your brand will trust your products more once they start consuming your content daily. . You can try sharing customized email surveys to sign them up on your website/for your webinars with SurveySparrow. Signup for Free.

Strategy 98

Strategy How To Effort Score Social Media 98

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 40

Government Customer Service Self Service Customer Centricity 40

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Clearly, more Customers want self-service options. How Self-Service is a Challenge to Organizations.

Self Service 60

Self Service Exercises Analysis Call Center 60

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base. Accessible.

Customer Experience 215

Customer Experience Omni-Channel Chatbots Social Media 215

LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. is definitely the blog post. What do your blog posts do? Do they spread your brand message?

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Introduction. Should it be customer service?

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. This post includes highlights from our Omnichannel white paper.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

APRIL 6, 2020

Comm100’s customer engagement platform helps businesses provide digital omnichannel support and service to their customers via live chat, email, SMS, or social media. To help convert these customers, you need to be accessible wherever they are, including live chat, email, SMS, and social media. White Paper.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Comm100

FEBRUARY 19, 2020

One way to gauge customer dissatisfaction is through feedback surveys. An upset customer has taken to social media to flame your brand. On social media, that number can quickly soar into the hundreds or even thousands. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

Company 162

Company B2C Social Media e-support 162

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touch-points. No more social media queries getting sent to the marketing team, who then emails them to customer service.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Comm100

FEBRUARY 19, 2020

One way to gauge customer dissatisfaction is through feedback surveys. An upset customer has taken to social media to flame your brand. On social media, that number can quickly soar into the hundreds or even thousands. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

Company 100

Company B2C Social Media e-support 100

Comm100

FEBRUARY 7, 2018

Additional Considerations for Social Media Software. Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the CRM software vendor have social media and email integrations? Getting to Know the Vendor.

Software 102

Software Customer Engagement Engagement Social Media 102

SurveySparrow

MAY 29, 2020

When you are building a brand, there are a lot of things involved, from getting your website right, being active on social media, having a content calendar, taking photos, etc. White paper. Social media posts. Do an audience survey. What is a brand voice? How to Establish Brand Voice? Blog posts.

Brands 52

Brands How To Social Media Guidelines 52

CSM Magazine

OCTOBER 16, 2020

According to a Global Consumer Banking Survey by Ernst & Young, consumers want to trust and engage deeper with banks, lenders, and credit unions. For this reason, experts propose a mix of: Email marketing; Social media channels; Branded apps, etc. Others use social media.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

Comm100

OCTOBER 17, 2017

With the fame came a wave of social media engagement. New customers and fans of the show posted comments and reviews of Amy’s Baking Company to social media channels like Facebook, Yelp, Twitter, and Reddit. The problem is, although many companies already use social media, they aren’t using it the right way.

Social Media 122

Social Media Customer Service Customer Care Feedback 122

BirdEye

DECEMBER 14, 2022

Social media has completely changed the way businesses can grow. If you’re looking to improve engagement and increase your brand awareness, you’ll need to know which types of social media content appeal most to your followers. Social media content categories. Written posts 3. Video stories 5.

Social Media 98

Social Media eBook Infographics Entertainment 98

SmartKarrot

JANUARY 7, 2022

Your marketing, IT, and customer experience teams are already doing that by accumulating customer data from social media, surveys, websites, and even sales transactions. New reviews from social media sites will help understand concerns, questions, and doubts about the company. Concluding Thoughts.

Social Media 10

Social Media Competitive Advantage B2B Case Study 10

Bold360

NOVEMBER 30, 2016

In other words, a customer or prospect may ask a question about a product via the company’s built-in chat function on its website or through third-party platforms like Facebook and Slack, where consumers are increasingly engaging brands. Why You Need a Chat Bot Strategy. Image via Facebook (Mark Zuckerberg).

Chatbots 40

Chatbots Strategy Self Service ROI 40

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. Statista reports that 88% of consumers expect brands to have an online self-service portal. Salesforce reports that 85% of consumers expect consistent interactions when engaging with a business. Ensure content is accessible as well as consumable. How-to instructions.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62