Experience Investigators by 360Connext

JANUARY 30, 2015

Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. Why One Bad Customer Interaction Could Haunt Your Brand. A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014.

Customer Service 110

Customer Service e-support Social Media Leadership 110

PeopleMetrics

OCTOBER 27, 2014

The charity, much like Misha himself, has humble beginnings: Misha decided that with some support and interaction, his substantial amount of social media followers could harvest the energy inherent with fandom and social media to do some good in the world. Technology has changed the fan/actor interaction quite a bit.

Social Media 102

Social Media Customer Experience Customer Care Interaction 102

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. YoY increase in customer retention.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This is also possible for companies whose social media team comes from a single department, and who aren’t fully versed in the ins-and-outs of responding to customers as a team.

Social Media 171

Social Media Customer Service Strategies Customer Service Strategy 171

ShepHyken

JUNE 2, 2017

But there’s a silver lining, here: there are organizations that have become early adopters of the new service model we hear so much about – one built around “knowing” customers, and treating every interaction like what it really is: the perfect opportunity to create value on both sides, and build a stronger, longer-term relationship.

Examples 75

Examples Self Service Wireless Call Center 75

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. But what about the actual customer experience?

Self Service 72

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

ShepHyken

NOVEMBER 15, 2016

Better Social Media Customer Care. Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. They discuss social customer service (social care) and how automated intelligence can help create better support in all channels.

Social Media 48

Social Media Customer Care Trends Innovation 48

CSM Magazine

APRIL 5, 2018

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? When dealing with unhappy or anxious customers, it can be invaluable to your agents to actually see the customer and express their empathy both verbally and visually.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Another thing that this email makes evident is the witty and engaging tone of voice that Netflix adopts when communicating with customers. By starting from the inside.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

ProProfs Chat

JANUARY 30, 2020

Customer Engagement Challenges. 57% of a purchase decision is already complete by the time your customers actually engage with you. There are chances that your support team or sales team might not get the chance to actually interact and keep the customers engaged with the brand or its products. Mobile Customer Engagement.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Consumers 40

Consumers Multi-Channel Survey Customer Care 40

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Show podcast and a regular contributor to Forbes. Kate Nasser.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Show podcast and a regular contributor to Forbes. Kate Nasser.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

FEBRUARY 16, 2018

Mark Zuckerberg, the founder of the social media giant, explains that passively consuming information on social media can have negative health consequences for users, and that Facebook will be making the switch “from focusing on helping you find relevant content to helping you have more meaningful social interactions.”

Customer Service 122

Customer Service Social Media Chatbots Knowledge Base 122

Win the Customer

NOVEMBER 14, 2016

These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media. Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. When customers reach out to you, they may already be in a heightened emotional state.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

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. Customers have very high expectations regarding how fast their issues are resolved.

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. Customers have very high expectations regarding how fast their issues are resolved.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

Waypoint Group

FEBRUARY 4, 2016

If you have 10 strategic accounts and 5 of those accounts have engagement from the 3 roles that your firm generally interacts with, then your coverage is 50%. Between October 2014 and December of 2014, for example, on-time deliveries improved 10 percent. And with this improvement, their Net Promoter Score has also increased.

Net Promoter Score 40

Net Promoter Score Metrics B2B NPS 40

Clarabridge

NOVEMBER 24, 2015

The customer feedback revealed a few best practices retailers should put into place this year to make sure that you’re providing a consistent, enjoyable customer experience, no matter how your customers interact with you. Remember that online retailers like Amazon have trained consumers to expect ease and efficiency.

Omni-Channel 40

Omni-Channel Feedback Social Media Retail 40

Natalie Petouhof

APRIL 12, 2016

What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

CRM 40

CRM Ecommerce Leadership Connections 40

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. Customer Relationship Management (CRM) is a technology and system that sustains sales, marketing and customer service activities. It doesn’t replace human interaction at the end of the day. greater customer lifetime value.

CRM 40

CRM Customer Focused Self Service Conference 40

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

NOVEMBER 6, 2019

These kinds of responses are now commonplace at Mastercard, where the Global Customer Care team goes above and beyond to be the customers lifeline to the brand through service, intelligence and experience expertise. It’s so rewarding to come through in those moments.”.

Voice of Customer 33

Voice of Customer Touchpoint Hotels Customer Experience 33

Grade.us

JUNE 2, 2020

Website Podium, known initially as RepDrive, is a customer interaction management platform designed for local businesses and founded in 2014 by Eric Rea and Dennis Steele. Podium serves 40K business, powering 17 million customer interactions, for more than 1 in 4 phones. Customer experience (CX) $399 per mo.,

Software 47

Software Management Net Promoter Score Multi-Channel 47

Amity

OCTOBER 31, 2016

Over time I was able to build a relationship with Randy to the point that in 2014, just as he was looking to build out the Customer Success team, he happened to give me a call. I think my first question to him might have been something like “what does Customer Success mean?

Customer Success 0

Customer Success Customers Metrics Sales 0

SmartKarrot

JANUARY 18, 2022

The platform helps create customized videos for businesses in all stages. The USP of the company is personalized video content – leveraging video content for interactions helps businesses increase their sales. Found in 2014 by Mathew Joseph Elenjickal, Fourkites is among the fastest-growing logistics companies across the world.

Company 11

Company e-support Customer Journeys CRM 11

Martin Hill-Wilson

JUNE 8, 2015

So back to the question of multi-channel adoption, how are customers doing? After years of faithful marriage to phone based interactions, consumers have become slightly stir crazy judging by their uptake of all things digital. Related Stories Social Customer Service: Talk Is Cheap, Action’s Much Tougher!

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

Bold360

NOVEMBER 21, 2016

“The impact of social media on customer experience continues to intrigue in 2016, and I’ve personally experienced some remarkable interactions this year…” The big winner for me was once again Hyatt Regency Hotels. These days, customers expect contextual personal care no matter what their unique situation is.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40