Conversocial

MARCH 23, 2021

In a year when retailers have been forced to innovate with fewer customers in-store (and sometimes none at all), curbside pickup has been an excellent way of still generating sales while keeping customers and workers safe. Our own survey in 2020 found that 40% of shoppers had used curbside pickup during the pandemic.

Customer Engagement 103

Customer Engagement Engagement Retail Innovation 103

Retently

APRIL 5, 2024

This interconnected retail context demands a cohesive approach, ensuring that customer experience is consistent and positive, regardless of how or where the customer chooses to shop. Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business.

Retail 78

Retail Engagement Strategy Customer Experience 78

Interactions

MARCH 28, 2019

Customer experience is more important than ever. Modern customers dictate why, when, and how they would like to engage with a brand, and companies are looking for innovative ways to elevate their experience. Naturally, they are exploring the potential of conversational AI and its promise of transforming the customer experience.

Customer Engagement 63

Customer Engagement Self Service Engagement Contact Center 63

Customercount

APRIL 16, 2020

Proper customer care will produce referrals, increase traffic and cause money to flow. The post Why you should care about customer care appeared first on CustomerCount. It minimizes complaints and creates efficiencies. So why the resistance amongst business managers today?

Customer Care 76

Customer Care Customers Management Customer Satisfaction 76

Hello Customer

MAY 19, 2021

G iven that customer service is a good way to create customer loyalty, it makes sense that organizations should be investing in it, not cutting costs. Steven Van Belleghem perfectly illustrated why good customer service is essential with this example. ??. Customer Experts. To wrap up. And it won't disappear any time soon.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

Lithium

SEPTEMBER 4, 2018

One theme I heard over and over is that most companies are dealing with expensive and disjointed tech stacks to support their social and digital engagement - from marketing to customer care. That’s all about to change.

Engagement 58

Engagement Customer Engagement Social Media Customer Care 58

C3Centricity

JULY 8, 2020

What makes a website great for your potential customers? One that encourages current and potential customers to both see and engage with your content. If it's not for your customer it's time to rethink. CustomerCentricity #CustomerFirst #Website #Engagement Click To Tweet. Who is your website for?

Engagement 207

Engagement Entertainment Customer Centricity Social Media 207

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways!

Travel 56

Travel Customer Care Hotels Touchpoint 56

Lithium

JUNE 11, 2019

One theme I heard over and over is that most companies are dealing with expensive and disjointed tech stacks to support their social and digital engagement - from marketing to customer care. That’s all about to change.

Engagement 40

Engagement Customer Engagement Social Media Customer Care 40

Lithium

JUNE 11, 2019

One theme I heard over and over is that most companies are dealing with expensive and disjointed tech stacks to support their social and digital engagement - from marketing to customer care. That’s all about to change.

Engagement 40

Engagement Customer Engagement Social Media Customer Care 40

Lithium

JUNE 11, 2019

One theme I heard over and over is that most companies are dealing with expensive and disjointed tech stacks to support their social and digital engagement - from marketing to customer care. That’s all about to change.

Engagement 40

Engagement Customer Engagement Social Media Customer Care 40

Bold360

JUNE 18, 2020

For one thing, social distancing keeps people from engaging face to face any more than they have to. Customers just don’t want that kind of high-touch, hand-holding treatment like they once did. Visual engagement can help to accelerate the ways that businesses stay close to customers. What is visual engagement?

Connections 71

Connections Engagement Self Service Insurance 71

Lithium

DECEMBER 28, 2020

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. But the truth is, Khoros Engage truly is “a family reunion.” Everyone came to discuss the state of the union for digital customer experience today.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Think Customers

OCTOBER 20, 2014

As more and more consumers gravitate toward mobile as their preferred channel to conduct their daily tasks, customer service will be well on its way to becoming the future trend for mobile apps and services. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Care 95

Customer Care Tips Loyalty Trends 95

Verint

JANUARY 16, 2018

In today’s customer care environments, a strong quality management (QM) system is crucial to moving customer engagement interactions to the next level of performance excellence. For many years, companies have used QM software and techniques to optimize their customer service operations.

Customer Engagement 34

Customer Engagement Engagement Effort Score e-support 34

Kustomer

DECEMBER 27, 2023

In order to differentiate, companies need to think beyond just meeting those expectations and now must consider how best to exceed them for their customers. Kustomer’s new feature addresses this need by enabling proactive engagement, allowing businesses to initiate conversations with customers before issues even arise.

CRM 52

CRM Customer Retention Loyalty Analytics 52

Lumoa

MARCH 9, 2023

Customer empathy is at the heart of Lush’s approach to building trust with its customers. By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns. Let me give you a real-life scenario of how it works in general.

Customer Experience 423

Customer Experience Social Media Customers Video 423

Lithium

SEPTEMBER 12, 2019

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. But the truth is, Khoros Engage truly is “a family reunion.” Everyone came to discuss the state of the union for digital customer experience today.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Lithium

SEPTEMBER 12, 2019

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. But the truth is, Khoros Engage truly is “a family reunion.” Everyone came to discuss the state of the union for digital customer experience today.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

GetFeedback

DECEMBER 26, 2018

Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. 33% of consumers prefer to reach out to a business via social media, and it’s common for current and prospective customers to scan social media interactions to get a sense for the brand’s customer care standards.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Experience Investigators by 360Connext

DECEMBER 31, 2014

Our first one, Social Customer Care, is a topic I’ve presented about for organizations like the Word of Mouth Marketing Association and the Online Marketing Institute. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Get Schooled.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Comm100

APRIL 6, 2020

Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5% But what does ‘omnichannel customer engagement’ even mean? This provides a cohesive and seamless experience for both the customer and the agent across devices and touchpoints.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. Your community and supporters are online, and it is fundamentally changing how and where constituents look for support, and how they engage with you today. Manager, Social Media & Customer Engagement for ALEX AND ANI. See you there!

Customer Care 40

Customer Care Social Media Connections Marketing 40

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. For whatever reason, certain travelers are left on hold for hours, and for better or worse, these travelers are forced to use only a handful of support and engagement channels. For customer Care, it’s quite simple.

Hospitality 52

Hospitality Brands Travel Airlines 52

ShepHyken

OCTOBER 17, 2018

Apple was a stand-out in three areas, which are engagement, differentiation and consistency. This is why their customers are in love with the company. How do you connect with your customers? Do you promote online conversations that intrigue and engage your customers?

How To 121

How To Social Media Customer Care Brands 121

Bill Quiseng

MAY 18, 2015

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. Rhonda Basler is the Director of Customer Engagement at Hallmark Business Connections.

Customer Care 60

Customer Care Social Media Trends Customers 60

CSM Magazine

OCTOBER 18, 2023

“Our mission is to help customers provide exceptional customer care through human-to-human engagement. By supporting training in local languages, we empower agents to deliver a superior customer experience, ultimately improving CSAT scores and call outcomes.”

Report 59

Report Feedback First Call Resolution Telecommunications 59

BlueOcean

JULY 16, 2019

That means greater buying power when your outsourced customer care team is located in Canada. That means your agents won’t get confused when these topics come up in the small talk that many customers engage in before, during, and after their issues have been resolved. You’ll access a deeper labor market.

Contact Center 174

Contact Center Sports Culture ROI 174

Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Customer engagement and analytics software yield measurable benefits.

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Think Customers

MAY 12, 2015

Improving customer service isn't simply about throwing money at the problem or adding agents.

Customer Care 40

Customer Care Culture Training Customers 40

Think Customers

SEPTEMBER 15, 2015

In April, I posted a blog about the difficulties that sales, marketing, and customer care leaders face in obtaining a truly comprehensive view of customers.

Customer Care 40

Customer Care Sales Connections Marketing 40

Bold360

SEPTEMBER 15, 2020

Many customers justifiably don’t want to spend their valuable time waiting on the phone or writing an email that might not get a response for days. Live chat has become a popular engagement channel for time-strapped customers to get issues resolved. decrease in customer care costs. Live Chat, Defined.

Chatbots 90

Chatbots Net Promoter Score Virtual Agent Competitive Advantage 90

Storyminers

JUNE 3, 2022

Not everything that matters to customers can be measured and not everything we measure matters to them! Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most. Which CX metrics do you think are the most important?

Trends 147

Trends Customer Experience Wireless Entertainment 147

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 99

Customer Experience Self Service Advertising Customer Expectations 99

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

Build relationships with customers BEFORE they are customers. Care about your relationships enough to view them as such, not as transactions. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Be who you are, everywhere, and to everyone.

Loyalty 272

Loyalty Banking Social Media Consulting 272

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115