Converting Customer Survey Respondents into Social Media Advocates
InMoment XI
MAY 29, 2019
This article was first published as a Maritz Research White Paper. You can view the original paper here. View Article.
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InMoment XI
MAY 29, 2019
This article was first published as a Maritz Research White Paper. You can view the original paper here. View Article.
InMoment XI
DECEMBER 3, 2021
Whether it’s how quickly news travels via social media or how to have conversations with marginalised communities, the sheer myriad of variables for brands to consider can seem overwhelming. This will compel customers to forgive your mistakes and result in positive messaging for your brand. The Speed of Social.
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Turn Payments Into Personalization: Unlock the Value of Transaction Data
The Pragmatic Path to Composability: Creating Efficient Commerce Systems
InMoment XI
AUGUST 3, 2023
Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. 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.
ijgolding
DECEMBER 2, 2015
Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post. Bean and OxFam.
InMoment XI
OCTOBER 12, 2022
A lot of folks believe that voice of customer (VoC) programs and market research mean the same thing—but they’re actually quite different! Breaking Down the Difference Between Voice of Customer & Market Research. What Is the Definition of Voice of Customer (VoC)? So, with that in mind, let’s get into a quick primer!
InMoment XI
SEPTEMBER 29, 2022
For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions.
ShepHyken
NOVEMBER 24, 2017
This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Timing Is Everything.
Vonage
SEPTEMBER 8, 2017
Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.
Vonage
OCTOBER 2, 2017
Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.
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.
Experience Investigators by 360Connext
SEPTEMBER 29, 2014
Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 82% describe the customer service process as being a lot of effort. We have been there.
Comm100
JANUARY 21, 2020
Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Mind your response time.
Kayako
MAY 13, 2022
In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?
Comm100
JANUARY 21, 2020
Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Social media vs. SEO reach.
Beyond Philosophy
SEPTEMBER 7, 2015
Social Media can level the playing field. Even solo entrepreneurial businesses can create a global presence using social media. Another benefit to social media is cost. No, you just need to exploit the free or low cost opportunities that social media provides. Social Media is a gift.
InMoment XI
APRIL 26, 2022
Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch? How do they feel about your company’s social media presence? But one major con of paper surveys is that they can be pricier.
Customer Interactions
JULY 7, 2015
In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. They do this by first listening “(across channels) to understand customer intent.
Qualtrics
MAY 22, 2019
In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. In order to create an extensive overall customer and brand experience , companies must utilize customer service best practices in social media.
Totango
MARCH 8, 2022
Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Providing CS training opportunities.
Quadient
MAY 23, 2022
Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .
Calabrio
APRIL 27, 2017
The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. Download this white paper to learn more about changing workforce challenges in the contact center.
Customer Experience Insight
DECEMBER 3, 2020
Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. So retaining customers is more important than ever. Communicate with relevance.
ShepHyken
DECEMBER 18, 2019
Last week, I shared ten ideas to drive a better customer experience in 2020. Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture.
Totango
AUGUST 23, 2022
B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.
Natalie Petouhof
JUNE 29, 2019
white paper Table of Contents Executive Summary 2 What is a Social Customer? 3 What Does this New Socially-Enabled Enterprise Look Like? 4 The Challenges in Managing Today’s Social Customer Service 5 Is Your Company at Risk for Social Media Disasters?
Comm100
MAY 31, 2016
“Thank your customer for complaining and mean it. ” – Marilyn Suttle, success coach and customer service expert. Handling difficult customers can be emotionally and financially draining, but as Marilyn Suttle points out, a difficult customer is still a customer. Most will never bother to complain.
Comm100
OCTOBER 25, 2017
Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.
ShepHyken
MARCH 26, 2019
The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. AI shouldn’t replace humans; it’s meant to aid and augment both the employee and customer experiences. AI might be more useful to employees rather than customers.
CloudCherry
JANUARY 22, 2020
As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers.
CSM Magazine
JUNE 7, 2023
Building trust and credibility with customers is essential for the long-term success of any business. Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations.
Calabrio
APRIL 27, 2017
The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. Download this white paper to learn more about changing workforce challenges in the contact center.
Calabrio
APRIL 27, 2017
The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. Download this white paper to learn more about changing workforce challenges in the contact center.
Comm100
OCTOBER 17, 2017
Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth. ira / Wrath.
Comm100
OCTOBER 8, 2016
Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Enhance your blog.
Magellan Solutions
APRIL 8, 2021
White papers . Customer testimonials . Social Media. Can social media actually increase B2B sales? . But there are some challenges with social media platforms. . Factors customer feedback. Resourceful telesales campaigns respond to the accurate customer data. Blog posts.
Magellan Solutions
MARCH 17, 2021
When generating leads, you have to know the type of customer you target matters. Customers are made up of your industry and brand. White papers . Customer testimonials . Social Media. Can social media actually increase B2B sales? . It alerts customers of new products and offers.
ShepHyken
JUNE 24, 2019
Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. Here are my top five picks from last week.
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)? Stay on top of your competitor’s programs. Photo credit: [link].
Natalie Petouhof
AUGUST 15, 2022
Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences. Original Article by Ginger Conlon.
CSM Magazine
MAY 20, 2020
No business can thrive without new customers. And in order to get new customers, a company has to have a good customer acquisition strategy. A customer acquisition strategy needs to be a crucial business component. You can’t market your brand properly if you don’t have your target customer in mind.
Comm100
APRIL 8, 2016
Even with 244 million unique customers , Jeff Bezos knows better than to see his customers as a series of transactions. But with so many different customer relationships to maintain, what’s the wisdom that keeps this enterprise running? “We see our customers as invited guests to a party, and we are the hosts.
Oracle
MARCH 22, 2021
Business investments are ROI based, so B2B marketers’ goals are to prove how much a product offering will impact their customers’ profits. This takes time and effort by learning the product or the service’s ins and outs, industry jargon, and prospective customers’ concerns. Want more?
Bob Hayes
SEPTEMBER 18, 2017
A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. The use of machine learning was one of the least adopted practice in customer programs (38% of companies). The use of machine learning was one of the least adopted practice in customer programs (38% of companies).
Bob Hayes
DECEMBER 17, 2017
25 Data Science Terms Every Customer Professional Needs to Know - I believe that a good first step for customer-centric professionals to leverage customer data is to understand the terms data professionals use when extracting insights from their data. Download the complete 22-page white paper. What Must You Ask?
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