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.
Leveraging Unstructured Data Analytics: The Key to Unlocking Hidden Customer Insights
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. The VoC represents the collective feedback, opinions, and expectations of customers across various touchpoints and interactions with a business.
Analytics 
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10 Types of social media content to grow your business
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.
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What Is the Difference Between Voice of Customer and Market Research?
InMoment XI
OCTOBER 12, 2022
Not all VoC feedback comes from typical listening methods like surveys and focus groups, either. A lot of it comes from unsolicited feedback (website reviews, social media comments, etc). All of this boils down to the ability to not just capture individual and collective customer feedback, but act upon it.
5 Ways Retail Banks Can Leverage Customer Data Effectively
InMoment XI
SEPTEMBER 29, 2022
But, mixing these data points with structured feedback via social media or surveys , as well as meaningful data captured in order to achieve a desired goal, will allow retail banks to get a holistic view of their customer and their customer experience. Retail banks already have access to critical customer data. According to J.D.
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9 Unmissable Reasons Why You Need to Care about Social Media Customer Service
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.
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Don’t Try This at Work: 15 Social Media Mistakes and Bad Customer Service Examples to Avoid at All Costs
Comm100
NOVEMBER 6, 2017
Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).
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You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why
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?
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Guest Blog: How to Use Social Media to Provide Great Customer Service
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. Great Social Media Examples.
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10 truths about social customer service
Vonage
OCTOBER 2, 2017
Social media has changed the rules of customer service. Social media has changed all of this – not only are customers in control of how and when they get in touch, but they can complain publicly, giving them power and influence as well as control. Negative feedback Complaints are an unavoidable part of business.
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10 truths about social customer service
Vonage
SEPTEMBER 8, 2017
Social media has changed the rules of customer service. Social media has changed all of this – not only are customers in control of how and when they get in touch, but they can complain publicly, giving them power and influence as well as control. Negative feedback. Social media becoming a distraction.
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253 How to Turn Social Media Customer Service into a Marketing Strategy
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.
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Calabrio – one brand, one future for CX Intelligence
Calabrio
JANUARY 2, 2020
The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Stay connected, stay social. Seamless and consistent communications.
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Last post from teleopti
Calabrio
JANUARY 2, 2020
The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Stay connected, stay social. Seamless and consistent communications.
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5 Key Customer Profiles Every Company Should Treat Like VIPs
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.
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The Importance of Customer Self Service Portal
Kayako
MAY 13, 2022
In recent years, the rise of social media put the customer in charge of the brand conversation. Customer Community: an online space where customers can share feedback, ideas, reviews, and advice. White papers. Other content sources include: FAQ sections. Blog posts. User guides. How-to guides. Terms and conditions.
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Customer Experience 101: Types of Surveys
InMoment XI
APRIL 26, 2022
How do they feel about your company’s social media presence? Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. But one major con of paper surveys is that they can be pricier. Improve the brand experience.
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6 companies who provide the best experience on social media (and why)
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.
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Seeking a New VOC Vendor? Here’s How to Make the Transition
CloudCherry
JANUARY 22, 2020
A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Failure to capture unstructured and unsolicited feedback. Not Interpreting Feedback. At times, refocusing your efforts may be the best course of action.
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Closing the Customer Feedback Loop
Centercode
JUNE 18, 2019
Whether it comes early in the development lifecycle, right before launch, or between releases, customer feedback is vital to understanding what your target market wants and expects. That’s why carving out a process for collecting, reviewing, responding to, and taking action on feedback is critical. Company reviews customer feedback.
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5 Key Customer Profiles Every Company Should Treat Like VIPs
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.
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How content marketing helps you support customers, not just win them
Kayako
OCTOBER 6, 2015
If you sell someone a social media management suite but don’t keep them up to date on industry best practices, for instance, they’ll find someone else that will. Here’s an example of how this would look, from the table of contents for a Kayako ebook: The Ultimate Guide to Communicating Product Feedback. White papers.
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Common Strategies For B2B Telemarketing
Magellan Solutions
APRIL 8, 2021
White papers . Social Media. Can social media actually increase B2B sales? . But there are some challenges with social media platforms. . Factors customer feedback. Budgets are also watched under an ROI-focused microscope. This means you’ll be hard-pressed to find a buyer. Blog posts.
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How to Prevent Difficult Customers in Retail: Online Stores
Comm100
MAY 31, 2016
Blog, reports, and white papers. Promote these staff picks in email newsletters, on social media, and in blog posts. ” The way to practice a customer-centric strategy online is to: Leverage social media. Ask for feedback. Ask your most frequent and loyal customers for feedback online.
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Top Tips to Build Customer Trust and Credibility In 2023
CSM Magazine
JUNE 7, 2023
Be sure to encourage satisfied customers to share their feedback and thoughts on review platforms or social media. This will help you demonstrate that you value customer feedback and are committed to addressing any issues, which may arise. Focus on producing valuable content that your audience wants to see.
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Why Listening is a Key to Empathy in Customer Experiences
Natalie Petouhof
AUGUST 15, 2022
It’s the first step to integrating feedback and insight into customer and employee experiences. 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.
Key Customer Retention Strategies for Alternative Lenders
CSM Magazine
OCTOBER 16, 2020
For this reason, experts propose a mix of: Email marketing; Social media channels; Branded apps, etc. Others use social media. Create a knowledge base (blog articles, webinars, white papers, infographics, etc.) Keep Clients in a Feedback Loop. Many perform a simple Internet search on mobile.
Choosing My Solution: A Customer Engagement Software Checklist
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.
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Why Are Customers So Rude, Stupid, Entitled? (Or Important!)
Comm100
OCTOBER 25, 2017
Download this white paper to learn how to prevent, deal with, and follow up on difficult customers. If your customer gets frustrated, they can easily amplify their negative experience through social media and spit flames, and yes, they know that they’ll be heard this way. And you need more. Download Now.
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312 How to Write a Thank You Letter to Your Customer with Easy-to-Use Samples
Comm100
DECEMBER 8, 2017
But it’s not just business — saying thanks is an important part of any social exchange. We thank each other for holding the elevator, for commenting on our photos on social media, and for giving us gifts. Did they give you feedback on an important issue? What’s better than a thank you letter to a customer on white paper?
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One and Done: How to Optimize Your First Contact Resolution Rate
Comm100
NOVEMBER 15, 2017
You will have to try calling, chatting, emailing, or even reaching out to social media again in the hopes of connecting with someone who knows what they are talking about. Social media: whether your issue has been resolved in a single message. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.
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Customer Experience Articles
ClearAction
FEBRUARY 7, 2016
70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Experience Social Media Conversations BKM: Dell.
Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement
Beyond Philosophy
DECEMBER 5, 2017
In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out. Please Stop Feedback Competitions Among Your Staff. Resolve To Deliver More Proactive Service in 2018.
4 Ways to Utilize Contact Center Data to Improve the Customer Experience
inmoment
SEPTEMBER 6, 2018
We access it using differing tools from CRMs, data imports, social media platforms, or custom queries of data warehouses to try and explore what our customers are saying and feeling. Many of our clients import data into the InMoment system and pair it up with voice of customer feedback.
The Components of a Strong Inbound Marketing Strategy
LiveChat
NOVEMBER 22, 2017
Other forms of content you can create include podcasts, videos, case studies, white papers, quizzes, ebooks, etc. Social Media. It goes without saying: if you run a business, you should be on social media. Yes, that is still valid advice even though someone else manages social media for your business.
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What is Voice of the Customer (VoC)?
Confirmit
MAY 29, 2018
Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Close the loop with individual or group of customers to respond to their feedback. What is Voice of the Customer (VoC)?
What is Market Research And How To Do It?
SurveySparrow
MARCH 30, 2021
White papers. If you are not sure about your product’s performance or want feedback about service, always ask your customers first. . If you want to get a clear idea about their characteristics, requirements, feedback, and expectations, market survey tools are the answer to all. . 360 degree feedback software.
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25 customer service quotes to inspire your team
Qualtrics
MARCH 2, 2021
Try useful tools like journey mapping, customer feedback surveys and market research to learn the lay of the land. While no one likes to have dissatisfied customers, Gates understands they can actually be a huge asset if companies can make improvements based on their feedback. We don't just write white papers.
Government Customer Service: Lead the Campaign to Improve Public Perception
Tricia Morris
AUGUST 11, 2015
In the GBC report, 47% of respondents agreed or strongly agreed that their organization currently does a good job of soliciting customer feedback which is pretty good. Download the white paper from analyst Esteban Kolsky, Justifying Knowledge Management in Customer Service. Download the 2015 U.S.
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40 6 Product Design Questions Every B2B Customer Experience Manager Should Be Able To Answer
Daniel Group
AUGUST 15, 2014
This now includes capturing what your customers are saying online and on social media. As you gather customer feedback and determine underlying needs, you should measure how well your competitors and your current customer experience satisfies those needs. And, in the spirit of this blog entry, I’d value your feedback.
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The Benefits of a Customer Service Knowledge Base
Solvvy
SEPTEMBER 17, 2022
Articles, white papers, and e-books. Customers of your subscription services may appreciate a link to your knowledge base sent via social media message, or your fintech customers may want to connect through your app. Another way to determine what to include is to review customer feedback. How-to instructions.
5 Ways to Boost Your B2B Messaging (And Untangle the Buyer’s Journey)
Hero Digital
OCTOBER 5, 2019
They allow you to capture more candid feedback than you might get over social media or other online platforms. They consequently tend to offer up more nuanced and multi-dimensional feedback. Email Questionnaires. If you can’t conduct an interview or online survey, email questionnaires are your next best bet.
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40+ Live Chat Statistics for 2020
ProProfs Chat
NOVEMBER 29, 2019
They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. 16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms. Boosts Customer Service & Loyalty.
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What is a Go-To-Market Strategy?
SurveySparrow
MARCH 26, 2021
They used push notifications, newsletters, social media posts, and retargeted display ads to reach potential users. . The ones in ToFu should be attracted with the help of informational content like blog posts, white papers, etc. The customers in each of these funnels are at varying levels of knowledge about your product.
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