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

Experience Investigators by 360Connext

JANUARY 30, 2015

= e.width){e.setAttribute("data-vertical", "true")}})(this);'' onerror=''(function(e){e.setAttribute("src", "https://media-cdn.list.ly/missing-image.png");})(this);'' A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014.

Customer Service 110

Customer Service e-support Social Media Leadership 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. Here are some tips on how you can do that.

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. Here are some tips on how you can do that.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

CSM Magazine

DECEMBER 3, 2019

While being superseded by instant messaging and social media, daily e-mail still steadily grows and will reach more than 300 billion e-mails per day in 2020. Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Ievgen Sliusar.

Customer Care 52

Customer Care Omni-Channel Competitive Advantage Analysis 52

Experience Investigators by 360Connext

JUNE 15, 2015

Alibaba Group did more than $390 BILLION in sales in 2014. He also stated to focus on customers, not competitors. A good relationship with customers will solve many things. Will customers care about this improvement? It’s all about the customer! YWCA Chicago (@YWCAChicago) June 10, 2015.

Leadership 110

Leadership Innovation Social Media Consulting 110

Experience Investigators by 360Connext

APRIL 30, 2015

Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service! Added by Anne Reuss on Feb 28, 2014.

Brands 110

Brands Retail Consulting Touchpoint 110

ProProfs Chat

JANUARY 30, 2020

Mobile Customer Engagement. Impact of Customer Engagement On Sales. Personalized Customer Engagement. Impact of Customer Engagement. Future of Customer Engagement. Customer Engagement Through Social Media. Live Chat & Customer Engagement. Customer Engagement & Retention.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

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. HelpSocial is the number one integration platform for customer care and social media. What is HelpSocial?

Social Media 48

Social Media Customer Care Trends Innovation 48

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. Lessons from the Woman Who Built.

Self Service 72

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

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. A survey of over 3,200 random customers revealed that an overwhelming 75% would likely share their negative experiences with friends and family. That’s a huge disparity.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

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

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

Meeting 40

Meeting Social Media B2C Conference 40

Clarabridge

NOVEMBER 24, 2015

Although the holiday shopping period has become more spread out in recent years, Black Friday provides a window into how retailers are navigating these challenges and how taking a truly customer-centric approach can improve operations and drive revenue. Be willing to make changes—over time, or on the fly.

Omni-Channel 40

Omni-Channel Feedback Social Media Retail 40

NetBase

SEPTEMBER 6, 2019

Bezos believes customers don’t often know what they want and it takes daring businesses to sort it out for them : For example, smart speaker Echo with voice assistant Alexa was released in 2014. At the time, Bezos says, a customer would not have even known to want an anything of the sort. “No No customer was asking for Echo.

Analysis 49

Analysis Ecommerce Social Media Comparison 49

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. possibly in the world.”.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

NetBase

SEPTEMBER 17, 2019

In 2014, then-CEO Emil Brolick maintained that the chain would not push into breakfast” as they had they’d found “it’s very difficult to enter that space today and commit the kind of marketing resources that we feel would be necessary to really entrench ourselves successfully,” Brolick said at the time. Customer care excellence.

Analytics 45

Analytics Social Media Consumers Resources 45

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

Martin Hill-Wilson

JUNE 8, 2015

Maybe there are enough captive customers who really cannot vote with their feet and so have to make do with what is on offer. In those sectors any temporary shame from social media criticism is judged a short term headache. Related Stories Social Customer Service: Talk Is Cheap, Action’s Much Tougher!

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

Grade.us

JUNE 2, 2020

They provide the tools that allow you to automate review generation, monitor new reviews across the vast review site ecosystem, and share your best reviews on your website and with social media. Monitoring social media campaigns? Traject Social gives you A to Z coverage. Traject Data has you covered. Core products.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Amity

OCTOBER 31, 2016

Because part of my role at Venture Accelerator Partners was to do our internal marketing, I would also regularly feature Uberflip content as part of our social media curation strategy. 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

Founded in 2016 by Anant Bhat, Vinoth Kumar, and Yega Kumarappan, Paperflite offers UX-focused BI software designed to boost social media content performance. Found in 2014 by Mathew Joseph Elenjickal, Fourkites is among the fastest-growing logistics companies across the world. Paperflite.

Company 11

Company e-support Customer Journeys CRM 11

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. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

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 103

Customer Service Social Media Chatbots Knowledge Base 103

Bold360

NOVEMBER 21, 2016

. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Since our customers are mainly millennials, they communicate more through our social media platforms (Facebook, Instagram, Twitter, etc.) than by email or phone.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40