Brandwatch CX

MARCH 7, 2023

We come across all sorts of interesting stats about social media sites and users, so we’ve collated the best of them in this bumper facts list. And it comes as a great fact sheet to give context to your social media marketing efforts. billion active social media users On average, people have 5.54

Social Media 98

Social Media Video Advertising Marketing 98

Customer Bliss

MARCH 8, 2016

Ever since social media became a force, the idea of ‘social media love’ — getting positive feedback from clients and customers and fans, essentially — has been something that many brands aim for in the social space. Earning Social Media Love From Good Customer Experiences.

Social Media 90

Social Media Customer Experience Case Study Culture 90

QuestionPro Audience

MAY 24, 2018

Brands need to be cognizant of consumers’ feelings about the security of their personal information and online behaviors. consumers worry about how brands collect and use their personal data, and 34% don’t trust tech companies with their digital privacy. SOCIAL MEDIA. New research from EXPRESSVPN found that 71% of U.S.

Consumers 207

Consumers Data Social Media Study 207

Experience Investigators by 360Connext

OCTOBER 6, 2014

This led to more sharing beyond what the brand alone could do. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. AT&T created an internal tribe of employees who were asked to share information only when they felt it was appropriate for their personal networks.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

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

Experience Investigators by 360Connext

OCTOBER 31, 2014

We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. e.width){e.setAttribute("data-vertical", "true")}})(this);'' onerror=''(function(e){e.setAttribute("src", "https://media-cdn.list.ly/missing-image.png");})(this);''

e-support 197

e-support Social Media Consulting Customer Centricity 197

GetFeedback

DECEMBER 27, 2018

Powered by our parent company Campaign Monitor, this makes emailing your surveys extremely easy and gives the emails you send a professional, branded look and feel. Studies show that email simply isn’t as sensitive to time as social media outlets can be. Share surveys over social media. So, why use email?

Survey 199

Survey How To Social Media Feedback 199

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Customers can reach out to you in a variety of ways — email, web, mobile, social media, live chat and phone call. Provide personal and proactive social customer support.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Experience Investigators by 360Connext

APRIL 30, 2015

Just because the customer is not happy in the current situation doesn’t mean they won’t be happy in any situation with your brand. Instead of being brand-obsessed and pointing out why the subscriber is making a mistake by unsubscribing, they respect her enough to know when her mind is made up. Letting customers call the shots.

Brands 110

Brands Retail Consulting Touchpoint 110

Alida

MARCH 10, 2016

Social media and online review sites give them a megaphone to broadcast their feelings about brands—positive and negative. Brands have never been more fragile,” James Surowiecki, a business journalist for The New Yorker , wrote in 2014. What is customer intelligence—and how can it transform your brand?

Sales 172

Sales eBook Study Social Media 172

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers. What is big data?

Data 177

Data Customer Experience Customer Journeys Analysis 177

GetFeedback

MAY 9, 2018

Many small businesses, e-commerce brands, financial services, and even call centers integrate texting into their customer service practice to reduce wait times and conduct customer satisfactions surveys. Having a live chat feature, whether or not the customer uses it, can also improve brand perception. Add live chat to your website.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

Kayako

JULY 7, 2016

You might argue, “well that was 2014,it doesn’t matter.” And while not every customer may be an online journalist, every delighted customer will feel better about your brand, product, or service. 81% of consumers’ buying decisions are influenced by their friends’ social media posts. But you’d be wrong. Click To Tweet.

Customer Service 169

Customer Service Competitive Advantage Hotels Social Media 169

Comm100

NOVEMBER 27, 2017

s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? rawpixel.com.

Social Media 381

Social Media Video Effort Score Advertising 381

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. The way to be welcomed into social conversations is to add something of value. Do not bite off more than you can chew.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

ReviewTrackers

MAY 7, 2019

26 percent spend less than $10,000 annually; meanwhile, only 5 percent say that they do not spend anything on social media and review management efforts. 26 percent spend less than $10,000 annually; meanwhile, only 5 percent say that they do not spend anything on social media and review management efforts.

Social Media 86

Social Media Advertising Resources Consumers 86

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. Get real about your experience and brand. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. curtis kopf (@ckopf1) March 20, 2014.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Customer Bliss

JUNE 6, 2017

Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand. As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. Episode Overview.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

Michelli Experience

JULY 20, 2016

1) Join a Parade, Don’t Start One – Pokémon has always had a strong following but an April 1, 2014 joke by Google blending Google maps with Pokémon had more than 18 million views. produced an announcement trailer about 8 months prior to release which prompted brand fans to wait and wonder. Here are a few things to consider….

Interaction 100

Interaction Technology Social Media How To 100

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

Experience Investigators by 360Connext

JANUARY 30, 2015

We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. e.width){e.setAttribute("data-vertical", "true")}})(this);'' onerror=''(function(e){e.setAttribute("src", "https://media-cdn.list.ly/missing-image.png");})(this);''

Customer Service 110

Customer Service e-support Social Media Leadership 110

Joe Rawlinson

AUGUST 9, 2017

percent of brands are delivering leading-edge customer experience , while 33.5 IBM’s research found that only 19 percent of brands deliver more than a basic level of personalized attention to customers. Use social media channels to keep in touch with your customers and stay engaged.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Influitive

OCTOBER 28, 2015

And both are easily nurtured and spread through social media channels. A 2015 B2B Buyer’s Survey report found that 75% of buyers rely on social media to research potential vendors. Customer engagement begins the moment a buyer spots a mention of your company on social media or hears about your product from a peer.

B2B 89

B2B Marketing Social Media eBook 89

Comm100

JANUARY 14, 2016

Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support. Social Media Is a Powerful Support Platform. Of course, one of those channels is social media.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

ijgolding

JUNE 25, 2018

Since I published my new book at the end of April , I have intentionally held off adding to my social media content. It is also highly likely that I too have written very positively about brands and their customer centric behaviour in the past – only for them now to have ‘slipped backwards’ since.

Customer Centricity 192

Customer Centricity Customers Industry Loyalty 192

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. My takeaway is that outside of the traditional holiday service industries, being open on national holidays likely has a bigger negative impact on one’s brand than might be evident. Why You Need Social Media for Customer Support – Five benefits to offering social customer service.

Contact Center 126

Contact Center Tips Social Media Customer Care 126

Kayako

MAY 11, 2017

Companies that utilize big data and customer analytics see 14% more customer retention than companies that do not, according to a 2014 report by Aberdeen Group. Continue giving them opportunities to engage with your brand and stay current with your offerings. This determines what works best at each stage of the process. Free samples.

How To 248

How To Case Study Customers Industry 248

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care. A lot of companies use social media to promote their products and services.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care. A lot of companies use social media to promote their products and services.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. And we all know, what goes online, reaches everyone and hampers the brand image as well. Customer Engagement Through Social Media. Type, type, click, and the damage is done! Live Chat & Customer Engagement.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

PeopleMetrics

AUGUST 14, 2014

Social media. This one customer service call is going to ruin my brand! One thing you can soothe yourself with when the inevitable happens: social media has a short shelf life. — Ryan Block (@ryan) July 17, 2014. — Ryan Block (@ryan) July 17, 2014. — Ryan Block (@ryan) July 17, 2014.

Social Media 93

Social Media Customer Centricity Culture Call Center 93

CSM Magazine

MAY 27, 2021

It won’t be an exaggeration to say that social media is an indispensable part of our lives. Other than falling into the most adorable black hole of cat videos and sharing incorrigible vacation throwbacks, social media has emerged as a powerful tool for content creators and brands. Let’s dive in. Click Send.

Social Media 52

Social Media Sports Government Entertainment 52

NetBase

AUGUST 4, 2020

Sometimes the next big thing for a brand is found in the places where there is a small amount of buzz, but not enough to make it immediately identifiable. Having the right social analytics can show you how to spot white space and what to do with it! And with proper social listening you can discover a whole new world of opportunity.

Social Media 83

Social Media How To Consumers Brands 83

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Social communities include public social networks like Facebook, Twitter and Instagram. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report.

Social Media 100

Social Media How To Innovation Software 100

BirdEye

OCTOBER 31, 2023

Customers today heavily depend on online review sites, public forums, and social media channels when choosing businesses. Reputation management is the process of shaping public perceptions of a brand. It’s about fostering positive brand awareness, growing favorable public sentiment, and addressing any negative impressions.

Company 111

Company Management Social Media How To 111

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. 2) Make the case : Winning brands win the hearts of their customers. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120