InMoment XI

OCTOBER 12, 2022

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. Not all VoC feedback comes from typical listening methods like surveys and focus groups, either.

Voice of Customer 295

Voice of Customer Marketing Social Media Feedback 295

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.

Banking 493

Banking Retail Data Omni-Channel 493

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.

Social Media 88

Social Media Customer Service How To B2B 88

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.

Social Media 86

Social Media Self Service Customer Service Marketing 86

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. However, it works both ways.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

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. Social media becoming a distraction.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

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. You don’t need to hire a media company to buy airtime on radio and television. Social Media is a gift.

Social Media 60

Social Media Engagement Video Advertising 60

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Monitor and respond to social media complaints – and provide effective resolution. Responding to customers on social media? Is that still up for debate?

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

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

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

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.

Social Media 28

Social Media Customer Experience Interaction System 28

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.

Social Media 40

Social Media Omni-Channel Company Self Service 40

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. White papers. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Other content sources include: FAQ sections. Blog posts. User guides.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Quadient

MAY 23, 2022

He has authored 21 in-depth reports and books on workforce optimization applications, in addition to co-authoring two books, numerous articles and white papers. Social Media Image. He is one of a handful of industry analysts that have been elected to the Contact Center Pipeline Wall of Fame. . Customer Experience.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

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. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

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

ShepHyken

MARCH 26, 2019

Social media has transformed how customers and businesses interact. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars. Natalie Petouhoff is the Vice President of Customer Service Innovation at Salesforce Service Cloud.

Chatbots 123

Chatbots Contact Center e-support Social Media 123

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

Totango

MARCH 8, 2022

Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists. Leveraging Customer Success is a LinkedIn group for professionals who want to share tips on how to share customer success journeys through social media and other traditional marketing methods.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

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. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

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. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

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?

Customer Service 40

Customer Service Social Media Examples Customers 40

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.” Moreover, they provide an analysis engine that can incorporate all kinds of data: survey results, social media posts, and linking operational data.” [3].

How To 243

How To Social Media Analysis Feedback 243

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. . Budgets are also watched under an ROI-focused microscope. This means you’ll be hard-pressed to find a buyer. Content ranges from: Videos . Blog posts.

B2B 52

B2B Strategy Social Media Advertising 52

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. . Budgets are also watched under an ROI-focused microscope. This means you’ll be hard-pressed to find a buyer. Content ranges from: Videos . Blog posts.

B2B 52

B2B Social Media Advertising Sales 52

ShepHyken

DECEMBER 18, 2019

Publish a report or white paper that will benefit your customers. Do more on social media. Participate in conversations on social platforms and become part of the online customer community. Little reminders shared consistently with employees will help keep customer service front of mind.

Customer Service 122

Customer Service Customer Experience Tips Social Media 122

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. Download this white paper to learn how to deal with and follow up on difficult customers.

Retail 105

Retail Self Service How To Policies 105

Oracle

MARCH 22, 2021

Developing deep educational resources like blog posts, white papers, eBooks, and videos showcasing the capabilities, results, and even limitations of products and services can be pivotal in converting skeptics.

B2C 85

B2C B2B Marketing eBook 85

Customers That Stick

SEPTEMBER 18, 2014

A white paper compiled by PunchTab indicates that many Millennials shop online daily.). They are heavy users of Facebook and other social media platforms, and believe in information sharing and gathering via social media and the Internet. Stay on top of your competitor’s programs.

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

CSM Magazine

JUNE 7, 2023

Be sure to encourage satisfied customers to share their feedback and thoughts on review platforms or social media. Also, it’s advisable to engage with customers through social media platforms by responding to comments and messages. Focus on producing valuable content that your audience wants to see.

Tips 52

Tips Social Media Policies Case Study 52

Confirmit

AUGUST 16, 2017

It caters to all data collection methods, including web, mobile, face-to-face interviewing (CAPI), phone (CATI), social media, and integrates with external business systems enabling you to take advantage of the most complete, feature-rich, and robust set of tools available – all in one place! All Solutions White Papers.

Survey 40

Survey Data eBook Social Media 40

Totango

AUGUST 23, 2022

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 content and ads. Blog content. Live chat and chatbots.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

Comm100

OCTOBER 17, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. With the prevalence of social media and smartphone apps like Yelp and FourSquare offering users an easy and relatively anonymous method of rating any company, it’s very easy for anyone to put up a review that could be read by thousands in the blink of an eye.

Customer Service 123

Customer Service Social Media Customer Satisfaction Customers 123

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. Social media marketing. Social media marketing consists of two methods — paid and organic. Organic social media capitalizes on the virality factor too. Final thoughts.

Strategy 52

Strategy Social Media ROI Sales 52

ShepHyken

JUNE 24, 2019

Small Business Trends) To rake up great customer reviews or blow up on social media, it comes down to good ole genuine customer support. Number five is can be optional, depending on your business. Great reminders here. 10 Examples of Great Customer Service by Nextiva. Guide: 8 Expert Tips To Go Omni-Digital by Dimelo.

Customer Service 112

Customer Service Poor Customer Service Tips Hotels 112

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. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

Customer Service 105

Customer Service Social Media Call Center Multi-Channel 105

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. . Effectivity Rate. Lead Nurturing Campaigns.

B2B 52

B2B Call Center Social Media Omni-Channel 52