Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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

Thematic

NOVEMBER 28, 2019

This report describes the survey itself, its respondents and provides a deep-dive into the answers. To what extent do you tie open-ended customer feedback to your CX metrics? Do your stakeholders ever dismiss customer feedback insights or reports as anecdotal? The CX Buy-In Survey. Survey questions. The respondents.

Report 100

Report Survey ROI Net Promoter Score 100

ShepHyken

DECEMBER 13, 2021

(Chain Store Age) Customer service can make — or break — the shopping experience. That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” My Comment: What retailers get top marks for delivering great customer service? What Social Media Trends Will Emerge for 2022?

Customer Service 78

Customer Service Social Media Call Center Retail 78

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Steven Van Belleghem, Global Thought Leader in the field of Customer Experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Thematic

DECEMBER 12, 2023

When it comes to data collected from customer feedback, it falls into either structured or unstructured categories. For example, text responses in surveys, comments on social media, reviews, customer service lines or chat logs. Customers may contact support to report issues, seek assistance or share their experiences.

Analysis 62

Analysis Examples Feedback Social Media 62

COPC

APRIL 6, 2018

Channels like chat, social media and SMS/text are accelerating their move to the forefront. The importance of delivering an exceptional customer experience, particularly through channels other than voice, should not be underestimated.

Metrics 40

Metrics Customer Focused Call Center Social Media 40

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 100

Customer Service Social Media Chatbots Trends 100

Customer Bliss

AUGUST 1, 2019

When Scott Allison of DHL first stepped into his CCO role, he approached the work by looking at the four aspects of customer experience below: Internal Stakeholder management. Talk to your employees – not only those who report directly to you but to those who don’t as well. Understand customer perspectives.

Customer Centricity 165

Customer Centricity Social Media Leadership Customer relationships 165

Thematic

NOVEMBER 28, 2019

This report describes the survey itself, its respondents and provides a deep-dive into the answers. To what extent do you tie open-ended customer feedback to your CX metrics? Do your stakeholders ever dismiss customer feedback insights or reports as anecdotal? The Survey. Survey questions. The respondents.

Report 62

Report Survey ROI Net Promoter Score 62

ReviewTrackers

APRIL 7, 2021

While the fallout from the big banking scandals and corporate collapses of previous years has since slowly faded away, a recent FIS report indicates that 75 percent of consumers agree there is still a gap between their expectations and bank performance across a range of factors essential to creating trust. Become more customer-focused.

Banking 94

Banking Management Social Media How To 94

Lumoa

APRIL 1, 2020

Even if you are already using one or more existing strategies, understanding how they interact with each other within a customer insight strategy can help individual teams make even more customer-focused decisions. Those decisions then funnel up to impact key metrics like retention and customer value over time.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? 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. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

Experience Investigators by 360Connext

OCTOBER 4, 2017

CX leaders are often responsible for gathering and interpreting customer feedback. Therefore, their VoC reports are often distributed widely. “Our customer satisfaction went up.25% ” Or “Our customer complaints on social media went up.25%! 25% this month. Keep up the good work.”

Customer Service 181

Customer Service Social Media Innovation NPS 181

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. My Comment: Want to get even closer to your most loyal customers?

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

CloudCherry

JANUARY 21, 2020

Overall, companies with mature VoC programs achieve higher scores on critical CX metrics–including customer effort score (CES), and Net Promoter Score. In addition, companies with best-in-class VoC programs also saw more positive social media mentions about their brand. . You need to take an expansive view of VoC sources.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

CSM Magazine

JUNE 19, 2022

According to Mark Fortlage , vice president of Operation Support at Alorica, “Brands have shown their ability to deliver the level of customer service that consumers want with digital avenues such as chatbots and social media, which offers more convenience to consumers.”. Resolving issues for unhappy customers is expensive.

Self Service 98

Self Service Social Media Effort Score First Call Resolution 98

ReviewTrackers

APRIL 2, 2019

While the fallout from the big banking scandals and corporate collapses of previous years has since slowly faded away, a recent FIS report indicates that 75 percent of consumers agree there is still a gap between their expectations and bank performance across a range of factors essential to creating trust. Become more customer-focused.

Banking 90

Banking Management Social Media Financial 90

ShepHyken

NOVEMBER 21, 2016

Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. My Comment: Buffer has shared their insights on the current and future state of social media marketing.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. Its main goal is to bring knowledge to business owners and customer service decision makers.

Customer Service 93

Customer Service Social Media Tips Trends 93

ShepHyken

MAY 28, 2018

My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. There’s plenty of proof and ideas in this article that will help you realize that what’s happening on the inside of the organization is going to be felt on the outside by the customer.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

CSM Magazine

JULY 12, 2020

Customers’ expectations of businesses are constantly changing. The idea that customers need everything as soon as possible can be detrimental to a business. Meaningful marketing, sales, and eCommerce all play a crucial part in making a customer trust that you have their best interests in mind. Social Media.

Customer Service 52

Customer Service Marketing Social Media Ecommerce 52

ShepHyken

MARCH 20, 2017

Done wrong, you lose the customer permanently. If the customer is willing to share their phone number with you, treat it with respect it deserves. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Social care is not just “customer service on social media.”

Customer Service 75

Customer Service Social Media Travel Loyalty 75

BirdEye

NOVEMBER 8, 2023

Forrester Forrester is a research and advisory firm that provides reports, analyses, and evaluations of technology and market trends. Its reports influence business decisions and customer behaviors. Enhanced product evaluation Customer feedback helps improve products, making them more customer-focused and refined.

Ecommerce 57

Ecommerce Travel Hotels Social Media 57

ShepHyken

SEPTEMBER 26, 2022

And according to the author of this article, there is more to consider than just customer surveys. It’s possible to get powerful insights by looking at different touchpoints, which include calls, websites, social media, reviews, and more. The Customer is King – So Treat Him That Way! Enjoy this list!

Customer Service 67

Customer Service Customer Retention Tips Analytics 67

ShepHyken

DECEMBER 18, 2019

Have a weekly huddle with your team and spend five minutes sharing how someone created a great customer experience that week. Little reminders shared consistently with employees will help keep customer service front of mind. Publish a report or white paper that will benefit your customers. Do more on social media.

Customer Service 123

Customer Service Customer Experience Tips Social Media 123

ShepHyken

JUNE 24, 2019

10 Examples of Great Customer Service by Nextiva. Small Business Trends) To rake up great customer reviews or blow up on social media, it comes down to good ole genuine customer support. I’m honored to be quoted in this report. Number five is can be optional, depending on your business.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

ShepHyken

JANUARY 23, 2017

(SparkCentral) Social media isn’t just for marketing anymore. In fact, once customers are engaged with your Facebook page or your Twitter feed, the real work begins. New research shows that social media is becoming the preferred method of resolving customer service issues. Follow on Twitter: @Hyken.

Self Service 48

Self Service Social Media Customer Service Fashion 48

CSM Magazine

JUNE 7, 2023

For example, it can be beneficial to highlight customer testimonials, reviews, and case studies that showcase positive customer experiences with your brand. Be sure to encourage satisfied customers to share their feedback and thoughts on review platforms or social media.

Tips 52

Tips Social Media Policies Case Study 52

SurveySensum

JUNE 19, 2023

Understand Your Customer’s Needs and Expectations Personalize Customer Experience Streamline and Optimize Customer Service Processes Foster a Customer-Centric Company Culture Continuously Monitor and Improve Customer Satisfaction The Five P’s Wrapping Up! Invest in a good CRM system.

Customer Satisfaction 52

Customer Satisfaction Tips Customer Centricity Net Promoter Score 52

Playvox

APRIL 4, 2023

This makes working with customers more difficult than ever — and staffing according to volumes across channels is critical. According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Vonage

JUNE 28, 2017

customer service he received from a taxi driver. Shep is a professional speaker, best-selling author, creator of the ‘Customer Focus Program’ and founder of Shepard Presentations, where he holds the impressive title of ‘Chief Amazement Officer’. Social media is changing the customer experience for the better”.

Customer Service 96

Customer Service Social Media Competitive Advantage Exercises 96

TechSee

SEPTEMBER 29, 2020

This is especially relevant in today’s customer-focused marketplace, where expectations are high, and customer service excellence has become a competitive advantage. Agents can be assigned to different channels, such as voice, email, chat, and social media. The Best Call Center Cost Reduction Strategies.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. So, let me share some insights into some recent customer service journey experiences I’ve had with organizations where AI and the cultural/people integration are being (or not) applied. By calling their Customer Careline. I tried that to no avail.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Kustomer

JULY 28, 2022

The world of customer experience is ever-evolving. New trends that emerge quickly become baseline expectations for customers. Currently, we’re seeing a rise in the use of SMS, social media messaging, and live chat support. An entire SMS thread between agent and customer costs between $1 and $6. Social Messaging.

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105