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

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 Brands 98

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. Customer satisfaction with social media interactions is currently low as companies have yet to fully develop and integrate business practices for this channel.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

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.”. Most consumers expect ready access to support or help. 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

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 Use social media channels to keep in touch with your customers and stay engaged.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Kayako

NOVEMBER 22, 2017

Now, 39% of modern consumers expect a reply within four hours. Businesses are responding with all hands on deck, manning every touchpoint—live chat, social media, phone, and email—to serve their busy, multitasking user base. Asking a consumer to switch support channel can decrease loyalty by 10%, according to CEB.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

ijgolding

JUNE 22, 2015

Social media has truly changed our lives in so many ways. It was all made possible due to the power of social media. Last week also saw the UK media rife with stories about fake online customer reviews. I strongly believe that it is vital for consumers to exercise the right to voice their honest opinions online.

Leadership 120

Leadership Social Media Exercises Loyalty 120

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. Transforming Data Once we''ve inventoried all of our data, it''s time to put it to good use; it''s time to transform it into a usable format so that the business can consume it and affect the customer experience in a positive way. I have six rules for transforming and consuming the data.

Data 177

Data Customer Experience Customer Journeys Analysis 177

QuestionPro Audience

JULY 24, 2017

In the event of a security breach, consumers won’t care whether the fault lies with your business or with your vendor partner. #2 Then ask Home Depot. When consumer satisfaction, trust, and confidence drops due to a data breach it has a huge impact on the bottom line.

Data 150

Data Social Media Policies Consumers 150

GetFeedback

MAY 9, 2018

A consumer survey by Imprint Plus found that 32.5% Mobile customers are usually looking for the quickest solution and live chat is literally hundreds of times quicker than social media or email. In fact, mobile video viewing has steadily increased year over year, from 125 million views a year in 2014 to a projected 179.4

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

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. .

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

ReviewTrackers

MAY 7, 2019

Many business owners believe that online reviews have an important influence in driving consumers’ purchase decisions. 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

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. The balance of power has shifted from companies to their customers.

Sales 172

Sales eBook Study Social Media 172

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

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. All Channels – All the Time.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Kayako

MARCH 14, 2022

70% of consumers choose companies that deliver excellent customer service. 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.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

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. Instead, the audio recording was published online, and was picked up by publications like Time , Bloomberg and TechCrunch. But you’d be wrong.

Customer Service 169

Customer Service Competitive Advantage Hotels Social Media 169

NetBase

AUGUST 4, 2020

Using social listening to solve consumer and brand concerns. And here are some white space statistics uncovered with white space intel, to help you along, including: Digital Food orders have grown 300% faster than dine-in since 2014. Where will your brand fit in and what will the consumer sentiment be?

Social Media 83

Social Media How To Consumers Brands 83

ProProfs Chat

JANUARY 30, 2020

Customer Engagement Through Social Media. Consumer Engagement & Experience. In the category of online entertainment, Netflix was the leading brand with a ranking of 89 percent in terms of how the brand met consumer expectations versus the consumer-generated, category-specific ideal.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Helen Dewdney

SEPTEMBER 4, 2018

As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Helen won the case and shared the experience on her blog which was later shared in national media. Helen won the case and shared the experience on her blog which was later shared in national media.

Case Study 60

Case Study Consumers Study Social Media 60

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. 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. So many answers! It’s a subtle but important idea.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. This idea is supported by a recent survey from LoyaltyOne which found that 50% of consumers think that stores being open all day on Thanksgiving day is a bad idea.

Contact Center 126

Contact Center Tips Social Media Customer Care 126

Influitive

OCTOBER 28, 2015

B2B customers tend to be very informed about the products and services they use— more so than in their lives as consumers. 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.

B2B 89

B2B Marketing Social Media eBook 89

ReviewTrackers

APRIL 7, 2021

After all, reputation is the key to building public and consumer trust. 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. Manage online reviews, social media, and customer feedback.

Banking 94

Banking Management Social Media How To 94

ProProfs Chat

FEBRUARY 13, 2020

Social Media & Customer Loyalty. What Loyal Consumers Want. Consumers are retracting loyalty, or switching loyalty programs faster than even three years ago, with 78% of consumers reporting they are retracting loyalty at a faster pace. billion from 2014 to 2016 alone. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ReviewTrackers

APRIL 2, 2019

After all, reputation is the key to building public and consumer trust. 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. Manage online reviews, social media, and customer feedback.

Banking 90

Banking Management Social Media Financial 90

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. Brands use social communities mostly for marketing purposes, broadcasting information, building brand awareness and reaching greater audiences for campaigns and messaging.

Social Media 100

Social Media How To Innovation Software 100

Helen Dewdney

MARCH 29, 2022

What is a consumer champion? A “consumer champion” is the name given to an individual or organisation that speaks up for consumers and their rights. But how do you see a consumer champion? An advocate for the consumer? They may help individuals or advise in the media. What do consumer champions do?

Consumers 59

Consumers Government Consulting Policies 59

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

Beyond Philosophy

OCTOBER 3, 2014

We would call this the Subconscious and Psychological Experience, two important factors in Consumer Psychology. “And 1 UK Attraction ” on Thursday, October 30th 2014. If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$ Union Street Guest House Commits The Worst Social Media Blunder EVER!

Leadership 154

Leadership CEM Sports Hotels 154

Helen Dewdney

AUGUST 2, 2021

In my series of interviews with people in the consumer world, today is the turn of Matt Allwright. 3) How well do you know your legal rights (would be the Consumer Rights Act , different sectors regulations etc. I had the 2008 (amended 2014) Consumer Protection from Unfair Trading Regulations down pat. in the UK).

Social Media 76

Social Media Consumers Feedback Company 76

Natalie Petouhof

AUGUST 10, 2016

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. The best companies hope for complaints and turn them into content consumers.

Social Media 40

Social Media Customer Service Brands Advertising 40

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

Joe Rawlinson

JULY 25, 2018

If you find yourself and the rest of your team struggling on a daily basis to return emails, phone calls, social media interactions, or chats on your website with customers in a timely manner, then you may want to consider dedicated customer support. Having a social media presence for these matters can be helpful as well.

Social Media 84

Social Media Study Poor Customer Service Customers 84

Customer Enthusiast

SEPTEMBER 16, 2014

I thought about how this quote applies to many companies’ social media strategy. These companies are breathlessly “hacking at the leaves” of customer acquisition with their social media strategies rather than artfully honing in and “striking at the root” of customer retention. But look at your own behavior.

Company 77

Company Customer Service Social Media Customer Retention 77

Magellan Solutions

APRIL 19, 2017

With an ever-increasing population of buyers and consumers, one may think generating qualified leads is an easy task. But owing to the gradually fierce competition and the overwhelming information and distraction vying for your consumers’ attention, business owners and marketers have a task that seems insurmountable.

B2C 61

B2C Strategy Social Media Consumers 61

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. The Art of Making Customers Happy on Social Media by Kevan Lee. Not many people would attempt a “how-to” on social media customer service but Kevan Lee has dared with this five step checklist.

Self Service 72

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