Inbenta

NOVEMBER 13, 2017

The Inbenta Semantic Search Engine was first created in 2010 and was able to understand searcher intent and the contextual meaning behind customer’s searches rather than rely on keywords. Google added “personalized recognition” to Voice Search on its Android phones in 2010 as well as its Chrome browser in 2011.

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109

Thematic

JANUARY 16, 2025

Is your business swimming in feedback from customers? Whether it’s reviews, emails, or social media posts, does it feel like you’re barely scratching the surface of what customers are truly saying? Armed with this insight, they made changes that boosted customer satisfaction.

Analytics 62

Analytics Data Net Promoter Score Analysis 62

Service Untitled

JULY 25, 2011

Just this week the American Customer Satisfaction Index partnering with ForeSeeResults polled 70,000 users of websites and social networks including Facebook, Google, CNN and Wikipedia. Most of us find customer service and customer satisfaction a challenge just in the businesses and organizations we pay to use.

Customer Satisfaction 42

Customer Satisfaction Wireless Airlines Social Media 42

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Service Untitled

APRIL 19, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer satisfaction surveys Cheryl April 19, 2010 Behind the Scenes , Customer Satisfaction , Customer Service , Surveys 3 Comments I used to dabble in some online survey groups to gain experience in identifying customer satisfaction criteria.

Customer Satisfaction 41

Customer Satisfaction Survey Groups Social Media 41

SurveySensum

OCTOBER 1, 2024

Wondering what types of metrics measure customer satisfaction? We’ll break down the key customer satisfaction metrics that are simple to track and essential for keeping your customers happy. But before that, let us demystify what the phrase ‘customer satisfaction’ means.

Customer Satisfaction 52

Customer Satisfaction Metrics Effort Score Net Promoter Score 52

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

JANUARY 27, 2021

Kyle started out with the vision of improving the style and privacy of people’s homes with blinds and shades while putting customers at the heart of his business. The company has grown significantly since the early days of working out of a garage, but the customer-focused values remain the same.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

Oracle

NOVEMBER 15, 2019

According to the “ Impact of Emerging Technology on CX Excellence ” report from Oracle and ESG, 61% of firms using virtual or augmented reality have increased customer satisfaction metrics as a result. Let your customers share their AR experience on social media or messaging apps.

Automotive 83

Automotive Ecommerce Tips Social Media 83

Retently

FEBRUARY 27, 2019

Monitor Social Media. When customers reach out on social media, be it to ask for support or leave a complaint, they’re doing it first and foremost because they expect a fast response. As it stands, approximately 84% of consumers expect a response within 24 hours if they post complaints on social media.

Social Media 112

Social Media NPS Omni-Channel Effort Score 112

Thematic

DECEMBER 9, 2022

Retaining the customers you have and making sure they're happy becomes more important. Your customers share how they feel, and what they do and don’t like about products and services all the time. Think surveys, posts on social media, online reviews and chat logs.

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

CSM Magazine

JUNE 19, 2019

To highlight this point, Hubspot research identified that 80% of customers expect companies to respond to their social media posts within 24 hours, and 50% claim they would cease business with a company that fails to respond to a negative social media post. Fast forward to today.

Loyalty 69

Loyalty Customer Service Effort Score Social Media 69

NobelBiz

MAY 25, 2023

Understanding Customer Data Platforms (CDPs) Although similar tools existed in the past, the term Customer Data Platform was first used in 2010. It was meant to describe a marketing software that could build a single customer view (a collection of all of a customer’s data and events into one file).

Call Center 98

Call Center Software Data Contact Center 98

Service Untitled

JUNE 30, 2010

Service Untitled The blog about customer service and the customer service experience. Consider using social media the same way. The plan includes teaching employees how to deal with customer support on a different and much larger scale, how to talk to people, create content and answer questions.

Social Media 40

Social Media Customer Service Customer Service Representative e-support 40

Service Untitled

OCTOBER 25, 2010

Service Untitled The blog about customer service and the customer service experience. No longer do customers just call and speak to customer service representatives; customers speak to each other, comment on articles, research common opinions, and blog. Social Customer Service – A completely different animal?

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Second to None

FEBRUARY 14, 2018

Customers Will Contact You On Social Media. Companies have spent years trying to engage their customers on social media. Now, customers want to engage back. According to ValueWalk, 63% of customers expect companies to offer support via social media, and 35% of customers prefer it over other channels.

Trends 63

Trends Social Media Self Service e-support 63

customer sure

DECEMBER 6, 2023

By prioritising customer satisfaction, businesses can create a bond that extends beyond individual transactions. Loyal customers are not only more likely to make repeat purchases, but they are also valuable brand ambassadors who can influence others through positive word-of-mouth, reviews and social media interaction.

Customer Experience 62

Customer Experience Customer Journeys Social Media Healthcare 62

Second to None

SEPTEMBER 25, 2018

However, these enhanced connections do not always have a positive impact on customer relationships. In fact, as social media peels away the layers between your brand and the consumers you serve, there is more of a responsibility to ensure an honest brand experience.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

Service Untitled

SEPTEMBER 23, 2010

Service Untitled The blog about customer service and the customer service experience. Of course, we can’t forget to get involved with social media as in Facebook and Twitter. Having a web presence will give your customer the personal touch. Update frequently, and include your products. At a local.

Innovation 43

Innovation Social Media Exercises Course 43

Comm100

NOVEMBER 23, 2020

Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! Save money, save time, and reduce effort while increasing customer satisfaction. Since then, Comm100 has kept true to its mission by expanding its offerings to meet the evolving needs of customer service teams. Get Comm100 Free.

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

Service Untitled

AUGUST 30, 2010

Service Untitled The blog about customer service and the customer service experience. With nearly a one-click installation, different categories were organized giving people the opportunity to discuss pre-sale questions, member questions, customer support, while creating a personal touch. It sounds very efficient.&#

Social Media 42

Social Media e-support Customer Satisfaction Exercises 42

Service Untitled

JULY 7, 2010

Service Untitled The blog about customer service and the customer service experience. American Express reports their customer satisfaction statistics are on the rise, and customer satisfaction rates have climbed dramatically. At a local. You can follow any responses to this entry through the RSS 2.0

Customer relationships 43

Customer relationships Hospitality Social Media Exercises 43

ClearAction

FEBRUARY 7, 2016

Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Integrating Customer-Focus & Measurement in Day-to-Day Business. You Can Find Customer Satisfaction. Managing the Customer Experience Across Service Channels. Performance Metrics.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement CEM 48

Service Untitled

OCTOBER 7, 2010

Service Untitled The blog about customer service and the customer service experience. I’m not sure our competitors are even measuring their customer service, but our customers have spoken and for the past three years American Express has been the recipient of J.D. Question: Do you use social media in servicing?

Social Media 44

Social Media Customer Care Call Center Competitive Advantage 44

ChurnZero

JANUARY 13, 2022

I am pleased to see her take on an expanded leadership position of Chief Customer Officer. Ellen joined Forescout in 2010 and has been instrumental in driving cross-functional efforts between sales, product, and engineering to deliver on customers’ technical needs. markets at Blackbaud.

Chief Customer Officer 98

Chief Customer Officer Customer Success Leadership Consulting 98

SurveySensum

SEPTEMBER 18, 2024

Did you know that companies with omnichannel customer experience strategies retain an average of 89% of their customers, compared to just 33% of companies with weak omnichannel customer experience strategies? It Facilitates Revenue Growth : Companies that engage with customers across multiple channels report a 9.5%

Omni-Channel 52

Omni-Channel Customer Experience Strategy How To 52

Service Untitled

OCTOBER 1, 2010

Service Untitled The blog about customer service and the customer service experience. photo credit: BinaryApe Possibly Related Posts: Branding your customer service Branding is about that logo we wear on our cross-trainers, B&H Customer Service When I was in New York last week, I visited. At a local.

Customer Service 44

Customer Service Video Social Media Exercises 44

Eptica

JUNE 24, 2016

The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. However, simply focusing on topline growth actually undersells the impact of good customer experience and superior service. Stronger brand reputation Certain companies are well known for the customer experience.

ROI 50

ROI Self Service Customer Experience Airlines 50

Service Untitled

APRIL 16, 2010

Service Untitled The blog about customer service and the customer service experience. Customer focus customizes Rite Aid services Competition among pharmacy retailers and the need to create more. Customer focus development Customer focus is more than just adding directions to your. At a local. feed. .&#

Loyalty 41

Loyalty Company Customer Centricity Social Media 41

Service Untitled

OCTOBER 28, 2010

Service Untitled The blog about customer service and the customer service experience. Can this technology even understand some of the subtle nuances that could make a difference to clients and customers in selective companies?

Feedback 42

Feedback Hotels Survey Social Media 42

Service Untitled

MAY 26, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Exceptional Customer Service Starts at the Top – Are You Setting a Positive Standard? Guest Writer May 26, 2010 Culture , Little Things, Big Differences , Specific Companies No Comments We’ve all heard the saying “it starts at the top.” Want to meet Biggby Bob?

Exceptional Customer Service 40

Exceptional Customer Service Customer Service Culture Social Media 40

Service Untitled

FEBRUARY 19, 2010

Service Untitled The blog about customer service and the customer service experience. To deliver great customer service – listen and remember I think too many waiters have listening problems. Automated answering system to promote customer service Do you want to act like a “big&# business? At a local.

Customer Satisfaction 42

Customer Satisfaction Social Media Exercises Advertising 42

Feedbackly

SEPTEMBER 26, 2018

Research from Salesforce tells us that 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or in person. Customer feedback is how you will benchmark your customer satisfaction and be confident making business decisions to rectify shortcomings.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Service Untitled

JULY 26, 2010

Service Untitled The blog about customer service and the customer service experience. Hospitals need to cultivate patient loyalty and patient satisfaction – no different from any business with a solid plan. At a local.

Hospitality 41

Hospitality Customer Service Representative Insurance Social Media 41

Service Untitled

JUNE 24, 2010

Service Untitled The blog about customer service and the customer service experience. We conduct customer satisfaction surveys annually to ensure our services and processes meet customer demands. Publix on top of American Customer Satisfaction Index In the lead since 1994, Publix scores the highest marks.

Wireless 44

Wireless Customer Satisfaction Loyalty Consulting 44

Service Untitled

MAY 20, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Patient satisfaction and customer service Cheryl May 20, 2010 Customer Service , Proactive 1 Comment Dealing with angry patients and their families can be extremely difficult.

Wait Times 41

Wait Times Social Media Exercises Customer Service Representative 41

NobelBiz

FEBRUARY 22, 2023

Companies will utilize dynamic display more and more to strengthen the customer experience, such as sharing their social media content and the favorites of their consumers posted on Facebook or Twitter. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52