Experience Matters

MAY 5, 2015

We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). Social media activity grew even faster on mobile devices.

Social Media 120

Social Media Data Groups Analysis 120

ijgolding

NOVEMBER 28, 2014

Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.

Social Media 318

Social Media Airlines Video Consumers 318

InMoment XI

NOVEMBER 5, 2024

Launched in 2012, its popularity initially suffered due to a glitch that would disrupt navigation. If you’re already running a promotional campaign on your social media channels, you can boost your efforts by displaying those offers on your Maps listing. A clothes retailer could mention a flat 40% discount on its place card.

Connections 195

Connections Software Social Media Analysis 195

Kayako

FEBRUARY 21, 2018

You might believe social media is a boon for customer care. A Google search for the phrase ‘social media customer service’ returns 117 million results. It’s easy to find authoritative articles, like this one , that claim customers love to use social media for customer support—and they have statistics to back it up.

Social Media 120

Social Media Customer Care Consumers Software 120

Who's Your Gladys?

NOVEMBER 4, 2014

According to a Nielsen Study conducted in 2012, ninety-two percent of consumers around the world say they trust earned media, meaning word-of-mouth and recommendations from their friends and family, above any other form of advertising. customer service article Delta Airlines Earned Media service excellence'

Airlines 168

Airlines Social Media Advertising Study 168

Customers Rock!

MAY 10, 2012

I recently attended the 2012 Lithium Network Conference (LiNC for short) in San Francisco to hear about the latest and greatest from Lithium Technologies as well as from thought leaders such as Brian Solis , photo left, who shared about Digital Darwinism from his new book The End of Business as Usual. Good News for Social Customer Service.

Social Media 174

Social Media Conference Self Service Entertainment 174

CX Accelerator

MAY 25, 2022

This may be self-service, in-person, phone, email, chat, social media or text message. In 2012, she co-founded the blog, CustomerServiceLife.com. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Image Credit: 401(K) 2012 via Creative Commons license. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Banking 286

Banking Loyalty Culture Social Media 286

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 90

Social Media Self Service Customer Service Marketing 90

Kayako

JANUARY 5, 2017

Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. Customers can reach out to you in a variety of ways — email, web, mobile, social media, live chat and phone call.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

C3Centricity

OCTOBER 7, 2020

They are also people who are most likely to respond to information requests from friends, family, or social media followers. This post is a revised version of an article that was first published on C3Centricity in 2012 and regularly updated ever since. Connect with these market mavens and make them your brand advocates.

Marketing 288

Marketing NPS Net Promoter Score Effort Score 288

Optimove

DECEMBER 10, 2024

Content Creation: GenAI tools can draft email copy, social media posts, and even dynamic ad content, freeing marketers to focus on refining messaging and ensuring brand alignment. Optimoves AI History Started in 2012 AI-orchestrated marketing is a hallmark of Optimove.

Multi-Channel 52

Multi-Channel Analysis Social Media Exercises 52

Comm100

NOVEMBER 8, 2018

Social media. According to a 2012 Aberdeen Group Report , companies that use live chat save up to 50% or more on support costs versus other methods. Social Media. There’s no doubting the hold that social media now has as a customer engagement channel, especially for younger generations of customers.

Communication 155

Communication Social Media Knowledge Base Chatbots 155

Vonage

SEPTEMBER 3, 2015

Marcus Nelson, former Director of Social Media at Saleforce spoke to Forbes about working there. The future is social. Social media has been heralded as ‘the future’ for many years now, and Benioff agrees. It’s always better to promise less and deliver more.

Customer Service 120

Customer Service Social Media Hotels Conference 120

C3Centricity

APRIL 17, 2018

We are all aware that when we visit a website, buy something online, or post on social media, we are being tracked. Tweets when the lights went out at the SuperBowl in 2013: Unofficial ads during the 2012 London Olympics: The ongoing struggles between major brands: Audi vs BMW. Being data driven. Coke vs Pepsi.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

Comm100

FEBRUARY 24, 2022

Today’s higher education students are primarily Gen Z (born 1997-2012), and it is this generation that has embraced technology more than any other. Comm100 uses a unified AI chatbot , meaning that the same chatbot introduced to a website’s live chat can also be deployed on social media.

Chatbots 241

Chatbots Knowledge Base Wait Times Survey 241

Comm100

FEBRUARY 24, 2022

Today’s higher education students are primarily Gen Z (born 1997-2012), and it is this generation that has embraced technology more than any other. Comm100 uses a unified AI chatbot , meaning that the same chatbot introduced to a website’s live chat can also be deployed on social media.

Chatbots 48

Chatbots Knowledge Base Wait Times Survey 48

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. ” — Amazon Web Services re:Invent 2012.

Customer Service 148

Customer Service Social Media Call Center Multi-Channel 148

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in. Exploring Customer Care in the Subscription Economy.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

NICE inContact

JULY 25, 2019

According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. Recognition can be monetary, but the good news is that it doesn’t have to be fiscal to be effective.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. Social media and phone self-service interactions were the only areas that did not gain momentum. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Alida

OCTOBER 2, 2017

Bennett’s industry expertise includes serving as a key advisor to the Mayo Clinic Social Media Network before its formal inception in 2010. For his achievements, Bennett has received several industry awards, including the 2012 Healthcare Internet Hall of Fame Innovative Individual Inductee award.

Self Service 100

Self Service Strategy Hospitality Social Media 100

Comm100

FEBRUARY 17, 2022

Thanks to technology, Gen Z (born 1997-2012) have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. Here are the key digital channels and technology that schools must offer to meet support expectations: Live chat Chatbots Social media Omnichannel.

Meeting 130

Meeting Social Media Chatbots Omni-Channel 130

Customer Bliss

AUGUST 22, 2017

Zvi joined Shufersal in the beginning of 2012 as a senior advisor to the CEO and spent 4 years in this role. Prior to joining Shufersal, Zvi was with the Israel Securities Authority (ISA) from 2008 through 2012, as a member of the Investigations and Intelligence department, focusing on financial and capital market enforcement activities.

Fashion 125

Fashion Social Media Conference Policies 125

Brandwatch CX

JANUARY 7, 2019

The network was bought by Facebook on 9 April 2012, for $1 billion. Outside China, almost 50% of Instagram users conduct product research on social media. 32% of US teens list Instagram as their most important social network, more than any other social network. Instagram history statistics. bw_banner_cta].

Social Media 112

Social Media Advertising Fashion Video 112

Customer Bliss

MAY 3, 2017

It’s one of the main reasons why we continue to see stories of service failures (and the resulting customer outrage that ensues) all over social media. Many companies hire, onboard, develop and manage service reps the same way they did 30 years ago. Customer satisfaction has been in a freefall for four years running.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Joe Rawlinson

AUGUST 9, 2017

Use social media channels to keep in touch with your customers and stay engaged. For instance, customers increasingly prefer self-service options to other options such as using the phone or email to talk to agents, with web self-service use increasing from 67 percent of consumers in 2012 to 76 percent in 2014, according to Forrester.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in. Exploring Customer Care in the Subscription Economy.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

ReviewTrackers

APRIL 7, 2021

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012. Manage online reviews, social media, and customer feedback.

Banking 94

Banking Management Social Media How To 94

Help.com

JANUARY 9, 2015

UPS used the hashtag #WishesDelivered to hear the wishes of their customers on social media. As evidenced by their 2012 April Fools video where they claim to offer child-free cabins, they make your experience anything but ordinary. To do the unexpected. Our favorites: UPS #WishesDelivered. You asked, they listened.

Social Media 100

Social Media Airlines Video Groups 100

ReviewTrackers

APRIL 2, 2019

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012. Manage online reviews, social media, and customer feedback.

Banking 90

Banking Management Social Media Financial 90

Service Untitled

JULY 2, 2014

The emotional manipulation factor has been all abuzz this past week after the published results of a January 2012 subliminal study by Facebook was revealed in the Proceedings of the National Academy of Sciences. Hopefully, the merchant contacted is ethical and uses social media to enhance his business the right way.

Customer Service 86

Customer Service Social Media Study Customer Service Representative 86

Help.com

MARCH 21, 2016

Born between 1995-2012, Generation Z are just becoming adults, the oldest now reaching 19 years old. We mentioned their short attention spans above, and that 8 second average extends to social media. When we watch game shows, we’re prompted to vote via social media or on our phones. Who are they? Be omnichannel.

Customer Experience 100

Customer Experience Social Media Omni-Channel Airlines 100

Pretium Solutions

APRIL 4, 2012

All you have to do is look at KONY 2012 to see that.” People don’t seek information; information seeks people,” says Curtis Houghland in “How to Market to Consumers with Social-Media ADD “ What an amazing turn of events. The post Status Update: Who’s Sharing Excellent Customer Service in Social Media?

Social Media 40

Social Media Customer Service Customers Customer Experience 40

Pretium Solutions

APRIL 4, 2012

All you have to do is look at KONY 2012 to see that.” People don’t seek information; information seeks people,” says Curtis Houghland in “How to Market to Consumers with Social-Media ADD “ What an amazing turn of events. The post Status Update: Who’s Sharing Excellent Customer Service in Social Media?

Social Media 40

Social Media Customer Service Customers Customer Experience 40

Pretium Solutions

APRIL 4, 2012

All you have to do is look at KONY 2012 to see that.” People don’t seek information; information seeks people,” says Curtis Houghland in “How to Market to Consumers with Social-Media ADD “ What an amazing turn of events. The post Status Update: Who’s Sharing Excellent Customer Service in Social Media?

Social Media 40

Social Media Customer Service Customers Customer Experience 40