Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Customers That Stick

SEPTEMBER 18, 2014

Here’s a look at how to target Millennials effectively through loyalty programs. A recent study by Bond Brand Loyalty found that nearly 70 percent of those surveyed said they’d change where they shop because of the presence of a quality loyalty program, indicating that Millennials are highly responsive to retailer loyalty programs.

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

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. Increase your social media presence.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. Remember: Mind your response time.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Comm100

JANUARY 21, 2020

Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. On social media, initial inquiries about a product can be made in the comments section or a direct message to your company. White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

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.

Survey 260

Survey Customer Experience Fashion Groups 260

Bob Hayes

SEPTEMBER 18, 2017

Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image. Potential respondents were invited to complete a survey on customer analytics best practices via the researcher’s blog and social media profiles. Analytics Primarily Used to Improve Loyalty and Reduce Costs.

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Totango

MARCH 8, 2022

Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists. As customer success management has grown in importance for building SaaS customer loyalty , the number of customer success communities has grown. CS in Focus. Leveraging Customer Success.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. Showcase Social Proof You can also utilize social proof to attract new customers and build trust and loyalty.

Tips 52

Tips Social Media Policies Case Study 52

Totango

AUGUST 23, 2022

Social media posts and ads. White papers. Loyalty and advocacy. This may occur through encountering your brand or product through a search engine result, a search engine ad, a social media post, a video, a review on a technology website, word-of-mouth or other means. Loyalty and Advocacy.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

Oracle

MARCH 22, 2021

On top of that, the pandemic has severely tested customers’ brand loyalty, with two respective 2020 reports from Ketchum and McKinsey highlighting the growing number of people shifting their brand preferences since lockdowns went into effect. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing eBook 85

Customer Experience Insight

DECEMBER 3, 2020

Try to send emails weekly with valuable content – such as bullet-pointed tips on how to get more life out of your products or value out of your service, a research-based white paper on industry trends or sometimes more informal content like a list of motivational quotes. Meet more people. Connect personally. Connect personally.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Comm100

MAY 31, 2016

This is someone who hasn’t walked away from your company or service, and so their loyalty is still salvageable. Blog, reports, and white papers. Promote these staff picks in email newsletters, on social media, and in blog posts. Personalized picks. Train your staff. Download Now.

Retail 105

Retail Self Service How To Policies 105

Bob Hayes

DECEMBER 17, 2017

Customer Analytics Best Practices: Free White Paper - Competing on analytics today means integrating data silos, applying machine learning capabilities and leveraging data experts/scientists in your formal customer programs. Download the complete 22-page white paper. In this post, I will explore this analogy further.

Analytics 46

Analytics Data Competitive Advantage Social Media 46

Centercode

JUNE 18, 2019

Closing the feedback loop increases loyalty. Whether it’s through review sites, social media, or product forums, opportunities to voice your opinion are ample and encouraged. When you thank your customers for pointing out where and how you can improve, it reduces churn and encourages loyalty. Website down?

Feedback 56

Feedback Customer Centricity Social Media Customers 56

Bob Hayes

DECEMBER 17, 2017

Customer Analytics Best Practices: Free White Paper – Competing on analytics today means integrating data silos, applying machine learning capabilities and leveraging data experts/scientists in your formal customer programs. Download the complete 22-page white paper. What Must You Ask? Thanks for reading my writing.

Analytics 40

Analytics Data Competitive Advantage Social Media 40

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. What’s better than a thank you letter to a customer on white paper? Did they contact your company for support?

Social Media 125

Social Media How To Return on Investment Customers 125

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).

Social Media 148

Social Media Examples Customer Service Tips 148

NobelBiz

FEBRUARY 13, 2024

With NobelBiz, you can elevate your customer service from routine interactions to memorable experiences that build loyalty and trust. This technology ensures that your IVR system is not just a tool for routing calls, but a comprehensive solution for enhancing customer engagement and loyalty. RELATED ARTICLE What is IVR?

Call Center 59

Call Center Self Service Software Contact Center 59

Beyond Philosophy

DECEMBER 5, 2017

However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Loyalty is Not Just for Customers article. Customer Experience Management Using Social Media BKM: Wells Fargo. Customer Experience Social Media Conversations BKM: Dell. Customer Centricity.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Beyond Philosophy

SEPTEMBER 6, 2016

While much attention is given to learning what leverages customer retention, customer loyalty, positive customer relationships, and even customer risk and loss, there is little research around what causes a prospect to become, or not become, a first-time customer. How to Optimize Social Media Customer Service for Millennials.

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Customer Loyalty Statistics. Live Chat Customer Loyalty Statistics. Takeaway: Loyalty starts with awesome support. Improved Sales.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Qualtrics

MARCH 2, 2021

The accessibility of the internet and the increasing number of social media sites and review services mean that more and more people are connected. We don't just write white papers. Social media expert Jay Baer says we must respond to all social media comments — especially if they’re negative. “A

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

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?

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base. Accessible.

Customer Experience 215

Customer Experience Omni-Channel Chatbots Social Media 215

Comm100

FEBRUARY 19, 2020

On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Assigning VIP status to your big spenders will foster greater loyalty and encourage them to keep buying from you. An upset customer has taken to social media to flame your brand. Your Business Partners.

Company 162

Company B2C Social Media e-support 162

Currency Alliance

JANUARY 24, 2018

In November 2017, an Economist briefing on the influence of social media on politics noted the “now-ubiquitous ´pull to refresh´ feature, which lets users check for new content, has turned smartphones into slot machines.”. Who knows – a virtuous circle of customer loyalty may ensue. This is only the beginning.

Advertising 49

Advertising Retail Consumers Social Media 49

Comm100

FEBRUARY 19, 2020

On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Assigning VIP status to your big spenders will foster greater loyalty and encourage them to keep buying from you. An upset customer has taken to social media to flame your brand. Your Business Partners.

Company 100

Company B2C Social Media e-support 100

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Beyond Philosophy

SEPTEMBER 13, 2016

To summarize, stakeholders now expect more from social media, and are using it more, and more effectively, than ever before. Organizations will need to move past the fear of change and experimentation which social media represents to many C-suite executives. The fear, it must be acknowledged, is not baseless.

Social Media 60

Social Media Multi-Channel B2C B2B 60

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.

How To 109

How To First Call Resolution Social Media Contact Center 109

CSM Magazine

OCTOBER 16, 2020

You have to encourage their loyalty. To build trust, engagement, and loyalty, financial institutions need to provide clients with the right content. For this reason, experts propose a mix of: Email marketing; Social media channels; Branded apps, etc. Others use social media. Keep Clients in a Feedback Loop.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

LiveChat

JUNE 8, 2018

Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. And, in the day and age of social media, negative word-of-mouth from unhappy customers can spread like wildfire, tarnishing your reputation. In 2016, it was 49%.

Communication 66

Communication Social Media B2C B2B 66

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.

Social Media 122

Social Media Customer Service Customer Care Feedback 122

SurveySparrow

MARCH 30, 2021

White papers. The information collected by market surveys will help you to identify new market trends, customer satisfaction, customer loyalty, employee experience, competitors’ research, etc. . Customer analysis surveys are extremely important for understanding your customers’ expectations, attitudes, and loyalty.

Marketing 52

Marketing How To Chatbots Survey 52