Experience Investigators by 360Connext

OCTOBER 6, 2014

Help your people who don’t interact with customers understand what that is like. Leaders of any organization should be interacting with their customer experience on some level every day. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Communicate in shareable ways.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

OCTOBER 31, 2014

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. 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

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

Comm100

FEBRUARY 19, 2014

Prior to the technology revolution, there were primarily three methods for the customer to interact with product/service providers – voice (phone), face to face or snail mail. 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 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

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. According to Ad Age , “In social media, Niantic tweeted that the game was available in the U.S., Here are a few things to consider….

Interaction 100

Interaction Technology Social Media How To 100

Kayako

JANUARY 5, 2017

Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. 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

Customers That Stick

OCTOBER 9, 2014

Small business owner and Social Media Manager at CTS, Tricia Keels began using “I apologize” in her customer interactions, and it made a large impact. Focus On “Value” “Value” is an extremely powerful word in customer-facing interactions. We want you to know we value you as a customer.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

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. Interact with fans regularly.

Social Media 102

Social Media Customer Experience Customer Care Interaction 102

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. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

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

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

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. 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

GetFeedback

MAY 9, 2018

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 On mobile, video is particularly successful.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

Vonage

JULY 29, 2015

Here’s why: The number of interactions between customers and employees is nearly infinite, and the chances to get things wrong or right are nearly innumerable. There’s no way someone in a leadership position can dictate how every single one of those employee-customer interactions will play out. To serve is to rule. Who are you ruling?

Culture 120

Culture Customer Service How To Social Media 120

Kayako

JULY 7, 2016

You might argue, “well that was 2014,it doesn’t matter.” When your customers have positive interactions with your support team: 75% more likely to generate positive experiences than negative experiences (25%). 81% of consumers’ buying decisions are influenced by their friends’ social media posts. But you’d be wrong.

Customer Service 169

Customer Service Competitive Advantage Hotels Social Media 169

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. 4 Steps to Starting a Social Customer Service Program. Do not bite off more than you can chew.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Joe Rawlinson

AUGUST 9, 2017

Use social media channels to keep in touch with your customers and stay engaged. IBM’s findings also recommend making more use of technology to add value to customers’ interactions with your e-commerce business. Deliver a Satisfying Omni-Channel Experience.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

PeopleMetrics

AUGUST 14, 2014

Social media. 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. . — Ryan Block (@ryan) July 17, 2014.

Social Media 93

Social Media Customer Centricity Culture Call Center 93

Comm100

FEBRUARY 6, 2018

Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Social Media Software with Integrated Social CRM. And it’s not just the cost per agent or interaction that companies need to take into account — deployment costs can also vary per software. Business Seeks Industry-Specific CRM.

Software 143

Software Customer Engagement Engagement Omni-Channel 143

Experience Investigators by 360Connext

APRIL 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 bad customer service email is just one interaction, but these kind of things could haunt your brand. Added by Anne Reuss on Jan 31, 2014.

Brands 110

Brands Retail Consulting Touchpoint 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

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

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. Develop methods to reduce costs and add value for your customers in every interaction. ? In fact this post will be the first in June 2018! Hire smart people and train them from the ground up. ?Develop

Customer Centricity 192

Customer Centricity Customers Industry Loyalty 192

Comm100

JANUARY 14, 2016

Social Media Is a Powerful Support Platform. Despite all of the hype that has surrounded social media giants such as Facebook and Twitter, companies have been slow to adopt these platforms for customer service and sales support. Of course, one of those channels is social media.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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

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

ProProfs Chat

JANUARY 30, 2020

Customer Engagement Through Social Media. 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. Consumers’ trust in retailers and manufacturers has declined by more than half since 2014.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Win the Customer

APRIL 6, 2017

percent from 2014 to 2015, from $23.4 Social Integration. Today’s contact lists also include social media contacts, making social integration an essential feature of an effective CRM tool. Customer relationship management software has become an essential sales tool for businesses. The global CRM market grew 12.3

CRM 108

CRM Company Customer Experience Social Media 108

Kayako

OCTOBER 27, 2015

Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. People want a human interaction, they want to know they’ve been heard. We’ve gone from transactional interactions with customers, to relational interactions with customers. Be human in your interactions.

Self Service 120

Self Service Handbook Social Media Customers 120

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

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. October 21-23, 2014. The program is designed to provide a multifaceted, interactive and overall empowering experience that will ensure participants are equipped with the tools they need to make Customer Centricity an organizational success. Solving both rational and emotional needs.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Experience Investigators by 360Connext

JANUARY 21, 2015

I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. WHY does your customer want to interact at all? One airline trying to understand the actual journey more for their customers is Virgin Atlantic. Just from my observations, I could tell this was a different approach. They want it all!).

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

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. Your customers want to interact with your brand, and you want to give them better customer service. Every single one.

Social Media 40

Social Media Customer Service Brands Advertising 40

datastax

MARCH 26, 2019

When Facebook began growing rapidly, no database on the market could meet the social media juggernaut’s performance and scalability requirements. In 2014, Apple announced its Cassandra instance had more than 75,000 nodes and stored more than 10 petabytes of data. Cassandra started at Facebook. How scalable is Cassandra?

eBook 19

eBook Social Media User Experience Meeting 19

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Adam Toporek. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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