Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Rotating the responsibility can help you get many people involved. Asking your best people to serve in this way can have a huge impact on the rest of the organization. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Comm100

JULY 23, 2019

With all the talk about customer-centricity and customer experience being the next battleground for corporate growth , even more so than price, it follows that live chat is a mission-critical communication channel. The post The Importance of Always-on Customer Communications appeared first on Comm100.

Communication 117

Communication Social Media Chatbots Customer Centricity 117

Comm100

FEBRUARY 19, 2014

Advances in technology over the years have added at least five additional channels to the list – email, web chat, SMS, phone apps and social media. Email is the third most widely used channel with 58% of online adults choosing this method of communication. Web Chat Expectations. May I Help You?

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Much of what makes for exceptional experiences is simple, clear, and transparent communication. 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

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e-support 197

e-support Social Media Consulting Customer Centricity 197

GetFeedback

DECEMBER 27, 2018

As a direct means of communication between you and your audience, email is the first place that comes to most people’s minds when they think about distributing an online survey. Studies show that email simply isn’t as sensitive to time as social media outlets can be. Share surveys over social media.

Survey 199

Survey How To Social Media Feedback 199

Customers That Stick

OCTOBER 9, 2014

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately. Yours Sincerely, Adam Toporek.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. The largest jump from last year is employee communications and engagement.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Customer Bliss

MAY 23, 2017

Lynn also oversees a lot in her role: marketing, event planning, social media, hospitality and group sales, owner relations, media relations, and more. LaRocca joined NYRA in 2014 from Modell’s Sporting Goods, the largest privately held sporting goods retailer in the U.S., About Lynn.

Sports 142

Sports Customer Experience Hospitality Retail 142

TechSee

DECEMBER 12, 2017

A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email. . According to technology giant Cisco, video will account for 80% of all Internet traffic by 2019, up from 64% in 2014.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

PeopleMetrics

OCTOBER 27, 2014

We’ve written about social media fails – remember Alton’s Comcast Disaster ? Supernatural is a television show about two brothers (Jensen Ackles and Jared Padalecki) fighting monsters, but ask any fans about the show’s social media influence, and they’ll point you to one man: Misha Collins.

Social Media 102

Social Media Customer Experience Customer Care Interaction 102

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. <SPIN> The first place to start is by identifying which social media channels you are going to use for customer service.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

GetFeedback

MAY 9, 2018

Text messaging is also a quick form of communication, with the majority of texts being opened within three minutes of being sent, so you can rest assured that the customer got your message. Mobile customers are usually looking for the quickest solution and live chat is literally hundreds of times quicker than social media or email.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

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

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

Kayako

JULY 7, 2016

You might argue, “well that was 2014,it doesn’t matter.” 81% of consumers’ buying decisions are influenced by their friends’ social media posts. Build a competitive edge in the market with their communication skills. it was – helping to sabotage their reputation in the process. But you’d be wrong.

Customer Service 169

Customer Service Competitive Advantage Hotels Social Media 169

Comm100

JANUARY 14, 2016

.” The fact is, companies merely serve customers who happen to like using different communication methods. Depending on their personal preference, different consumers will choose any number of methods to communicate with any given company. Social Media Is a Powerful Support Platform.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Comm100

NOVEMBER 27, 2017

What the media saw was a company that had nailed all of the elements of the perfect public apology: it was remorseful, concerned with its customers, listening, communicative, and taking action. The incident made Domino’s one of the first companies to take a major hit thanks to social media. Source: YouTube. Barack Obama.

Social Media 381

Social Media Video Effort Score Advertising 381

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. To make all of this happen, you’ll need to establish as many lines of communication with the prospect as possible. This determines what works best at each stage of the process.

How To 248

How To Case Study Customers Industry 248

Kayako

MARCH 14, 2022

Consumers have wide-open social media platforms to share their experiences in today’s marketplace. A negative experience damages Word of Mouth referrals, but negative social media posts amplify the issue. Why Is It Important to Measure Customer Service KPIs and Metrics for Telecom Companies? Personalize emails.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

Experience Investigators by 360Connext

MARCH 23, 2015

They get to know their customers and communicate with them in the ways that create major engagement. I knew PEMCO was a special company for identifying and communicating with customers in such a unique and powerful way. They are a regional provider, and very, very proud of it. Seriously, you need to see them all ! :-D. Super Fans FTW.

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. curtis kopf (@ckopf1) March 20, 2014. Case in point: Gibson discovered many customer communications said “you are terminated” because that was legal language. So many answers! Kevin Gibson, Humana #ngce.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

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

CX Journey

AUGUST 22, 2014

Image courtesy of Ian Muttoo I originally wrote this post as a two - part series for InsideCXM in February 2014. Southwest Airlines has a team called Proactive Customer Service that works with 14 other departments to ensure operational efficiencies, effective communications, and better customer accommodations. Is that possible?

Customer Experience 166

Customer Experience Travel Airlines Hotels 166

BirdEye

MAY 21, 2021

Marketing teams are often too focused on delivering great experiences across both physical and digital touchpoints to keep up with the latest social media and SEO trends. . 4MJ Social is an Experience Marketing agency that looks at building up their clients online presence through listings, online reviews, social media and chat.

Feedback 92

Feedback Social Media Healthcare Tips 92

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Experience Investigators by 360Connext

MARCH 4, 2015

There is a lot large companies can learn from startups who communicate so effectively with customers from the inception of an idea through releasing a product! Matt is an authority on crowdfunding and how to startups are including customers in every part of their journey. What do you think? Enlightened leaders share their knowledge.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. There are now calls for executive teams to add Chief Social Officers and Chief Content Officers. Communicate over and over about what is guiding this team. Define and redefine and encourage lots of communication between these key roles.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

ProProfs Chat

JANUARY 30, 2020

Communication challenges. Customer Engagement Through Social Media. Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. However, certain practices like irregular updates, not being available at a customer’s preferred communication platform, and others tend to put off customers.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. The best of customer communication. The best of self-service.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Natalie Petouhof

AUGUST 10, 2016

Back then, snail mail was the only other way to communicate. In 2014, brands were asked over 22 million questions on Twitter and Facebook alone. And statistics from Social Baker reflect that the majority of those questions are not being answered on Twitter. Now, five decades later, the game has changed drastically.

Social Media 40

Social Media Customer Service Brands Advertising 40

ReviewTrackers

APRIL 7, 2021

In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. 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.

Banking 94

Banking Management Social Media How To 94

BirdEye

OCTOBER 31, 2023

Customers today heavily depend on online review sites, public forums, and social media channels when choosing businesses. Proactive management of negative feedback Reputation management companies can flag negative reviews or social media mentions as soon as they go online.

Company 111

Company Management Social Media How To 111

Kayako

DECEMBER 6, 2018

Conduct Social Media Polls . These days businesses can gather important data through polls conducted across all major social platforms such as Facebook, Twitter, LinkedIn and Instagram. This post was originally published on Oct 10, 2014 by Nandini Jammi and updated on Dec, 06, 2018 by Hamzah Tariq.

Feedback 173

Feedback Net Promoter Score Survey Effort Score 173

ReviewTrackers

APRIL 2, 2019

In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. 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.

Banking 90

Banking Management Social Media Financial 90

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Adam Toporek. Bill Quiseng. Show podcast and a regular contributor to Forbes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147