article thumbnail

Is There a Place for Traditional Surveys in a World Ruled by Social Media?

CSM Magazine

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. Even video is emerging on the customer-feedback scene. Social media and the state of customer feedback.

article thumbnail

The Complete Retail Customer Experience Guide

InMoment XI

Why is the Retail Customer Experience Important The retail customer experience has become increasingly significant in the success and sustainability of any business operating in the modern marketplace. Consumers can quickly become lifetime customers and brand advocates when they have continuous positive experiences with a brand.

Retail 260
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Bilingual Customer Support: Where Live Agents and AI Coincide

BlueOcean

Things like lifetime customer value/cost of customer churn come into play beyond the straight dollar-for-dollar cost of an agent hour. Your customers expect the same brand experience they have at every other moment in their journey—your website, your storefront, your marketing.

article thumbnail

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention. Understanding Lifetime Customer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ).

article thumbnail

What is ‘Effective Customer Engagement Strategy’ in the Age of COVID-19?

Bold360

At the same time, they are having to address evolving customer expectations, digital transformation, multiple online channels, and emerging CX capabilities enabled by mobile apps, chatbots, social media messaging, and more. It takes more than one or two interactions to convert today’s customers into loyal buyers.

article thumbnail

7 Tips to Maximise Your E-Commerce Customer Service

ProProfs Chat

According to a report, Live Chat has become an integral part of digital contact method, so much so that 42% of customers prefer live chat compared to just 23% for email, and 16% for social media or forums. 53% of customers would prefer to use online chat before calling a company for support. Source: Harris Research).

Tips 90
article thumbnail

Happy Holidays from Blue Ocean

BlueOcean

Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. With customer service channels in constant movement, what will be the impact on the phone channel?