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
Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. To learn more about how unstructured data analytics is key to understanding the Voice of the Customer, read this white paper !
Analytics 
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How Retailers Are Transforming Customer Experiences with Data & AI
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Trending Sources
Customer Experience 101: Types of Surveys
InMoment XI
APRIL 26, 2022
Surveys are a way to compile data from a group of people, but they can be more than that. Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How do they feel about your company’s social media presence? The Most Common Types of Surveys.
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How to Engage Customers – “Hearts, Then Charts” White Paper
ijgolding
DECEMBER 2, 2015
Almighty Chief Strategy Officer Ian Fitzpatrick recently wrote and published the white paper, “Hearts, Then Charts,” which offers a practical framework for aligning organizations with their customers to create a customer-centric culture. We surveyed more than 500 stakeholders at another 188 companies. Bean and OxFam.
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Converting Survey Respondents to Social Media Advocates
InMoment XI
NOVEMBER 15, 2013
If you haven’t been following along, here are three white papers on the topic. Let’s wrap up our series of posts about our 2013 Online Review Study. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.
Social Media 200
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Converting Survey Respondents to Social Media Advocates
InMoment XI
NOVEMBER 15, 2013
If you haven’t been following along, here are three white papers on the topic. Let’s wrap up our series of posts about our 2013 Online Review Study. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.
Social Media 200
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Converting Survey Respondents to Social Media Advocates
InMoment XI
NOVEMBER 15, 2013
If you haven’t been following along, here are three white papers on the topic. Let’s wrap up our series of posts about our 2013 Online Review Study. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.
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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). Click here to read our full-length white paper on why your brand needs both VoC and market research.
5 Ways Retail Banks Can Leverage Customer Data Effectively
InMoment XI
SEPTEMBER 29, 2022
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. Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense.
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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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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. Then try asking them, through a survey.
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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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2022 is the Year of Digital Customer Experience Excellence – Here’s Why
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.
4 Things to Consider When Mapping Your Digital Customer Journey
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.
4 Things to Consider When Mapping Your Digital Customer Journey
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.
2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know
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.
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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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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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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.” Only focused on surveys. Direct feedback from customers can still come from surveys, focus groups, and interviews, all of which are important for product development.
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Confirmit Horizons: Survey Design and Data Collection
Confirmit
AUGUST 16, 2017
Confirmit provides businesses and researchers a powerful, end-to-end solution supporting the entire survey project lifecycle, from panel management and sampling to reporting and data visualization and all the analysis in between. In this eBook we’ll give you a taste of Confirmit Horizons survey capabilities, from design to delivery.
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What Does ‘Omnichannel Customer Engagement’ Mean?
Comm100
APRIL 6, 2020
Comm100’s customer engagement platform helps businesses provide digital omnichannel support and service to their customers via live chat, email, SMS, or social media. To help convert these customers, you need to be accessible wherever they are, including live chat, email, SMS, and social media. White Paper.
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2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know
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.
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Philippines Telemarketing Lead Generation For B2B Partners
Magellan Solutions
MARCH 17, 2021
White papers . Social Media. Can social media actually increase B2B sales? . But there are some challenges with social media platforms. . It is also used for meetings, conference calls, or for gathering business surveys. Budgets are also watched under an ROI-focused microscope.
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B2B Customer Journey Touchpoints CS Teams Need To Plan For
Totango
AUGUST 23, 2022
Administering customer satisfaction surveys. Social media posts and ads. White papers. 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. Video chat.
Improve Millennials’ Experience with a Targeted Loyalty Program
Customers That Stick
SEPTEMBER 18, 2014
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. A white paper compiled by PunchTab indicates that many Millennials shop online daily.).
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How to Prevent Difficult Customers in Retail: Online Stores
Comm100
MAY 31, 2016
According to a comScore study with UPS , 67% of the 5,000 consumers surveyed checked a company’s return policy before making a purchase online, and 58% want a “no questions asked” experience. Blog, reports, and white papers. Promote these staff picks in email newsletters, on social media, and in blog posts.
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Why Listening is a Key to Empathy in Customer Experiences
Natalie Petouhof
AUGUST 15, 2022
“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. Similarly, employee surveys can gather some actionable feedback. Clearly, there’s a gap to close.
Key Customer Retention Strategies for Alternative Lenders
CSM Magazine
OCTOBER 16, 2020
According to a Global Consumer Banking Survey by Ernst & Young, consumers want to trust and engage deeper with banks, lenders, and credit unions. For this reason, experts propose a mix of: Email marketing; Social media channels; Branded apps, etc. Others use social media. They are critical to your success.
State of Analytics In Customer Programs: Customer Loyalty Focus, Machine Learning Adoption and the Data Science Skill Gap
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 multiple survey methods is the most common practice across companies (80% of companies). Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image.
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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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5 Secrets of Telemarketing Philippines in Dealing with Uncooperative B2B Prospects
Magellan Solutions
JULY 28, 2021
White Papers. In addition to that, your outsourcing partner could also help you in research and creating white papers that you can distribute. . To top it all off, you can also ask your call center partner to occasionally work on your social media presence. . Customer Survey . Effectivity Rate.
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Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices
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.
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5 Strategies to Use for Customer Acquisition in 2020
CSM Magazine
MAY 20, 2020
You can give it away as an ebook, white paper, checklist, or cheat sheet, in exchange for a potential customer’s email address. You can also offer intriguing surveys, analyses, or tools specifically designed for your audience to get their email address in exchange for some business insights. Social media marketing.
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52 Learn from Jeff Bezos: 9 Powerful Quotes to Boost Your Customer Service
Comm100
APRIL 8, 2016
But if you focus on conducting your own research, you may find that you can better reach them through another social media platform, like Instagram or Tumblr (where, perhaps, you have less competition). There are two edges to the social media sword. ” — 60 Minutes interview with Charlie Rose.
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105 Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices
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
40 15 Customer Retention Strategies for Long-Term Customer Loyalty
Comm100
OCTOBER 8, 2016
Newsletters, texts, and social media updates can help keep inform your customers about your latest blog posts. Increase your social media presence. Facebook, Twitter, and LinkedIn combined have close to 2 billion monthly active users —for this reason, your company would do well to have a solid social media presence.
How To Create A Revenue Winning Lead Nurturing Strategy
SurveySparrow
APRIL 11, 2021
What is their social media interaction with your brand like? You can try sharing customized email surveys to sign them up on your website/for your webinars with SurveySparrow. They include your growth in website traffic, social media count or the number of people who have downloaded your app. . Try it for Free now!
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Why focusing on CX is key at times of change
Eptica
FEBRUARY 6, 2019
That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights. For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media.
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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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How to Define and Establish a Strong Brand Voice
SurveySparrow
MAY 29, 2020
When you are building a brand, there are a lot of things involved, from getting your website right, being active on social media, having a content calendar, taking photos, etc. White paper. Social media posts. Do an audience survey. What is a brand voice? How to Establish Brand Voice? Blog posts.
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What is Market Research And How To Do It?
SurveySparrow
MARCH 30, 2021
White papers. And the examples of primary market research are: Online survey. Online surveys and polls are great ways to conduct market research successfully. With online surveys, you can get 40% more responses than any other survey method. ” How to Conduct Market Research with Online Survey .
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Customer Experience Articles
ClearAction
FEBRUARY 7, 2016
Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Experience Management Using Social Media BKM: Wells Fargo. Customer Experience Social Media Conversations BKM: Dell. Why Customer Satisfaction Surveys are Not Customer-Centric article. Customer Centricity.
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. We’ve seen employee surveys where there are no customer-related value elements.
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