InMoment XI

SEPTEMBER 30, 2014

In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. I focused on a rather interesting finding that having an effective method of monitoring social media—in and of itself—is not strongly related to VoC program success, at least not when the measure.

Social Media 150

Social Media How To Measurement Survey 150

InMoment XI

SEPTEMBER 30, 2014

In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. I focused on a rather interesting finding that having an effective method of monitoring social media—in and of itself—is not strongly related to VoC program success, at least not when the measure.

Social Media 150

Social Media How To Measurement Survey 150

Vonage

JANUARY 3, 2017

Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. Social media’s growing role in customer service.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

Customer Guru

JULY 10, 2018

Source: 2014 Global Customer Service Barometer | American Express. Of the many modes available, social media is proving to be the best for providing exceptional customer experience. What is Social Media? Twitter, Facebook, LinkedIn, and Tumblr are a few examples of social media platforms.

Social Media 115

Social Media Customer Experience Advertising Infographics 115

Vonage

NOVEMBER 18, 2016

Be there when the customer first starts to feel misunderstood–before things get out of hand and onto the airwaves of social media. How businesses in Australia are losing $11bn a year due to poor customer service – a 38% increase from 2014 (INFOGRAPHIC). Enhance customer service experience using self-service.

Social Media 120

Social Media Self Service How To Infographics 120

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Introduction. Should it be customer service?

Social Media 124

Social Media Customer Service Strategies Strategy Customer Service 124

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

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

QuestionPro Audience

MAY 24, 2018

SOCIAL MEDIA. Almost 70% of American adults report using at least one social media platform, according to a study by Pew Research. Of those users, only 9% are “very confident” that social media companies would protect their data. About 50% were not at all or not very confident their data is in safe hands.

Consumers 207

Consumers Data Social Media Study 207

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

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

ijgolding

NOVEMBER 25, 2014

In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. As we approach the end of 2014, I am amazed at the number of companies who fall into one of the following three categories: We have Wi-Fi but if you want to use it you must pay for it.

Social Media 212

Social Media Hotels Entertainment Retail 212

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

Experience Investigators by 360Connext

OCTOBER 2, 2014

The second annual #CXDay is October 7th, 2014. Thanks to social media, that can be a lot more people. The Second Annual #CXDay is October 7th, 2014. This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. Come celebrate with us!

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Experience Investigators by 360Connext

OCTOBER 1, 2014

It’s a small window of time to allow your words to captivate them without the distractions of social media noise or the 10 tabs they have open in their browser. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014.

e-support 274

e-support Social Media Consulting Customers 274

GetFeedback

DECEMBER 27, 2018

Studies show that email simply isn’t as sensitive to time as social media outlets can be. ComScore reported that as of 2014, more people are browsing on mobile devices than on desktop computers, so be sure your survey accommodates both types of users. Share surveys over social media. So, why use email?

Survey 199

Survey How To Social Media Feedback 199

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Social Media ninjas? Anne Addicted to adrenaline, adventures and social media, Anne Reuss is fueled by coffee and fitness. Leaders of all types of organizations began to walk the talk around improving their customer experience. Automated replies?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

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. It enabled customers to directly reach out to the companies they support with their hard-earned money. Every single one.

Social Media 40

Social Media Customer Service Brands Advertising 40

ReviewTrackers

MAY 7, 2019

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. 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

Experience Investigators by 360Connext

DECEMBER 3, 2014

We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. It’s an ongoing obsession. We hope these clever, creative and fun examples inspire you to review your own microinteractions and make the most of them! Don’t stop sharing those moments with us.

Innovation 232

Innovation Customer Service Social Media Consulting 232

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

Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day 2014. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Image Credit: Jason Hargrove via Creative Commons.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Brandwatch CX

OCTOBER 3, 2022

Finding the right type of social media influencer is key to success, but knowing where to start can be overwhelming. Best Free Social Media Influencer Tools. This particular feature can be used to identify social media influencers who are following your competitors but aren’t following you. FollowerWonk.

Tools 98

Tools Marketing Social Media Analytics 98

BirdEye

OCTOBER 20, 2023

Other social media platforms have gained popularity : The younger generation, especially Millennials and Gen Z, have moved on to platforms like Instagram, TikTok, and Snapchat to talk to their peers. Improve response times: Studies show that customers expect faster responses and resolutions when contacting businesses over social media.

Tips 64

Tips Social Media How To Communication 64

NetBase

AUGUST 4, 2020

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. On average, consumers spend 2 hours and 24 minutes per day on social media, knowing what they’re talking about is key. It’s important insight to have.

Social Media 83

Social Media How To Consumers Brands 83

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. October 21-23, 2014. To register for the Orlando, FL program, October 21-23 2014, visit this link. Integrating social media into the customer experience. To register for the Orlando, FL program, October 21-23 2014, visit this link. About the CEM Certification Program.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

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?

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

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. In 2014 they also floated on the London Stock Exchange.

Leadership 120

Leadership Social Media Exercises Loyalty 120

Experience Investigators by 360Connext

OCTOBER 31, 2014

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e-support 197

e-support Social Media Consulting Customer Centricity 197

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

Brad Cleveland Blog

JUNE 29, 2015

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 – 37.5% • 45-54 – 31.8% • 55+ – 27.4% The upshot?

Social Media 20

Social Media Customer Service Groups Consumers 20

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

ijgolding

NOVEMBER 28, 2014

Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.

Social Media 318

Social Media Airlines Video Consumers 318

Brad Cleveland Blog

JUNE 29, 2015

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 – 37.5% • 45-54 – 31.8% • 55+ – 27.4% The upshot?

Social Media 20

Social Media Customer Service Groups Consumers 20

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

Social Media 40

Social Media Customer Service Entertainment Self Service 40

Help.com

JANUARY 9, 2015

This month, instead of spotlighting companies who have given our team members outstanding customer service, we decided to highlight our favorite “surprise and delight” campaigns from the 2014 holiday season. UPS used the hashtag #WishesDelivered to hear the wishes of their customers on social media. To do the unexpected.

Social Media 100

Social Media Airlines Video Groups 100