InMoment XI

NOVEMBER 15, 2013

Let’s wrap up our series of posts about our 2013 Online Review Study. If you haven’t been following along, here are three white papers on the topic. 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 150

Social Media Survey Study 150

InMoment XI

NOVEMBER 15, 2013

Let’s wrap up our series of posts about our 2013 Online Review Study. If you haven’t been following along, here are three white papers on the topic. 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 150

Social Media Survey Study 150

C3Centricity

AUGUST 4, 2020

Social media usually guarantees a quick response whereas contacting customer services through the usual channels often results in nothing. Social media usually guarantees a quick response whereas contacting customer services through the usual channels often results in nothing.

Customer Service 271

Customer Service Social Media Customer Service Representative Self Service 271

Experience Investigators by 360Connext

OCTOBER 31, 2014

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e-support 197

e-support Social Media Consulting Customer Centricity 197

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

C3Centricity

JUNE 8, 2020

According to a recent Edison Research , 20% of respondents expect a company to answer to their social media posts within 15 minutes, 42% within the hour! This post was first published on C3Centricity in 2013 and has been regularly updated since. C³Centricity uses images from Pizabay.com.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

Experience Investigators by 360Connext

NOVEMBER 20, 2014

She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Comm100

FEBRUARY 19, 2021

In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! Customers have more power than ever to get their voice heard and listened to. Get Comm100 Free.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Experience Investigators by 360Connext

JUNE 8, 2021

If you don’t, then collect whatever feedback you can from inputs like social media and product reviews. I read this in 2013 and thought – doesn’t this apply to most customers? If you need to start from scratch, get your foundations right: Find out what you can about your customers. If you have data, use it!

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

Alida

MARCH 10, 2016

Social media and online review sites give them a megaphone to broadcast their feelings about brands—positive and negative. According to a 2013 study from Accenture , 40 percent of retail industry leaders cite millennials’ lack of loyalty as their number one concern. Those voices have an impact.

Sales 172

Sales eBook Study Social Media 172

Customer Bliss

MAY 10, 2019

Through social media and other channels, they’re telling more of these stories. . DHL is continuing to focus on getting their messaging right so they can share relevant content on their social platforms. Scott believes it’s important for DHL to be on social media because it enhances their reputational value.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

Win the Customer

FEBRUARY 1, 2016

Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. If your customers come to you via social media seeking support, not responding in a timely manner can greatly impact your bottom line. Power and Associates.

Social Media 52

Social Media Customer Service How To Consumers 52

CX Journey

DECEMBER 20, 2017

This means making yourself available where your audience is comfortable, whether that’s the phone, a certain form of social media, or face-to-face. The Accenture 2013 Global Consumer Pulse Survey found that 58% of customers are frustrated with inconsistent experiences from channel to channel.

Communication 137

Communication Brands Social Media Touchpoint 137

Win the Customer

AUGUST 25, 2016

Social media has become a major tool for marketers. But even though most small businesses use social media, it doesn’t mean they’re using it effectively. For instance, only 45 percent of marketers think their Facebook strategy is effective, reports Social Media Examiner. The campaign reached 5.5

Social Media 52

Social Media Case Study Study Customer Engagement 52

ijgolding

AUGUST 12, 2018

In 2013, I conducted an independent research study to understand exactly what it was that customers ‘wanted’ from organisations. Have you ever used social media (Twitter or Facebook) to interact with an organisation (when requiring customer service or help)?

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

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. Image credit: TechCrunch (Marc Benioff speaking at TechCrunch Disrupt, 2013).

Customer Service 120

Customer Service Social Media Hotels Conference 120

C3Centricity

JULY 16, 2018

Follow social media comments from your customers for one. Although they now advertise both on and offline, they started building awareness through social media and word of mouth alone. #11. What do they think of your social media personality? Think of RedBull as just one powerful example of this.

Social Media 218

Social Media Advertising Brands Course 218

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.

Customer Service 148

Customer Service Social Media Call Center Multi-Channel 148

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

Magellan Solutions

MAY 29, 2021

Social Media plays an important role in all industries, especially in health care. . Healthcare leaders are now enlisting the assistance of healthcare BPO support services to help them examine the role of social media in doing busines s. 9 Ways Healthcare BPO Make Use of Social Media. Evaluating Competitors.

Social Media 52

Social Media Healthcare Hospitality Call Center 52

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

Vonage

MARCH 2, 2017

Now that social media has given consumers a public and increasingly powerful voice, brands are paying a hefty price. In social media, customer service has been something of an afterthought and is still very much in its infancy.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

Experience Investigators by 360Connext

JANUARY 30, 2015

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Customer Service 110

Customer Service e-support Social Media Leadership 110

ECXO

MARCH 6, 2025

These tools can gather customer feedback from multiple channels (email surveys, web feedback forms, support calls, social media, etc.), Oct 4, 2013). B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions. Mar 11, 2020).

B2B 339

B2B Customer Journeys How To Effort Score 339

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. As president and CEO of Ed Bennett Consulting, he provides expert guidance to both hospitals and vendors to help them get the most out of digital technologies.

Self Service 100

Self Service Strategy Hospitality Social Media 100

Bill Quiseng

JULY 28, 2014

The real benefit of social media is in meeting people who share like interests. A help desk solution can help front line customer service by capturing customer complaints posted via the store’s email, web site and even social media channels. Many such interactions will come from social media networks.

Customer Service 126

Customer Service Hotels Social Media Software 126

Vonage

OCTOBER 2, 2017

The Economist published a report sponsored by Salesforce on the customer-led economy in 2013, but four years on this phenomenon is only growing. With the rise of social media, businesses are no longer talking to one customer, they’re talking to a customer and their audience, and potentially their audience’s audience.

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Experience Investigators by 360Connext

APRIL 30, 2015

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Brands 110

Brands Retail Consulting Touchpoint 110

Very Best Service

MARCH 29, 2011

Social media customer service With the exponential growth of social networks, social media and customer service are now closely associated. Update November 2013 For those of you who are interested to learn more about social media and customer service, we found an interesting infographic with plenty of statistics.

Social Media 40

Social Media Customer Service Infographics Customers 40

Vonage

JULY 31, 2017

The Economist published a report sponsored by Salesforce on the customer-led economy in 2013, but four years on this phenomenon is only growing. With the rise of social media, businesses are no longer talking to one customer, they’re talking to a customer and their audience, and potentially their audience’s audience.

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Lumoa

SEPTEMBER 16, 2022

In a recent study , at least 49% of consumers are now saying that they are willing to talk about their positive experiences on social media compared to the 30% of those who will post something negative. A significant change since 2013 when it is the other way around.

Net Promoter Score 195

Net Promoter Score NPS Effort Score Comparison 195

Vonage

OCTOBER 22, 2015

Social media. With more consumers turning to channels such as Facebook to complain about poor customer service, social media is a technology that has caused contact centers a great deal of concern. Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition.

Technology 120

Technology Customer Service Gamification Wireless 120

C3Centricity

OCTOBER 8, 2017

When I have the chance to look at what most organisations are doing, I see that they are still living in the past of traditional media and have hardly dipped their toes into new media. Or they are using social media but still treating it as if it is traditional media! Neither plan will work. So where are you?

Marketing 120

Marketing Social Media Loyalty Brands 120

Kayako

FEBRUARY 11, 2016

And as social media platforms like Twitter and Facebook have risen up to the mainstream, and mobile internet and smartphone usage has boomed, customers have become much more connected. A decade or so ago, before social media exploded, there were only a small number of communication lines between brands and customers.

Connections 120

Connections How To Social Media Airlines 120

Brandwatch CX

JANUARY 7, 2019

Instagram introduced advertising for select brands in October 2013 , but didn’t open up advertising for all until September 2015. 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.

Social Media 112

Social Media Advertising Fashion Video 112

TechSee

OCTOBER 23, 2018

Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . Collecting data on these variables enables businesses to personalize the customer experience across channels, including customer service, email campaigns, in-app and website recommendations, and social media engagement.

Tools 157

Tools Customer Service Chatbots How To 157