Brandwatch CX

JANUARY 2, 2019

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. Social media statistics. billion active social media users.

Social Media 111

Social Media Video Advertising Brands 111

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. B2B Blog Customer Engagement Customer Experience Featured customer service Education leadership linkedin loyalty membership webinars' All set with your shiny new strategies and bold new plans? ” We’ve all been there.

Entertainment 247

Entertainment Leadership Social Media B2B 247

QuestionPro Audience

JUNE 11, 2022

Random device engagement (RDE) is an innovative method of conducting research that uses a respondent’s unique identifier as the keystone of their participation. An improvement on random digit dialing, is used to engage with landline (and now cell) phones randomly. . What is random device engagement?

Engagement 195

Engagement Advertising Social Media Survey 195

Kayako

MARCH 21, 2022

Even worse, they can share their discontent with their local and social media networks. Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Vonage

FEBRUARY 23, 2017

According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Consumers connect to organizations on social media. As the lifeblood of any business, it’s vitally important that you engage with your customers. Consumers expect more today than a year ago.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. The largest jump from last year is employee communications and engagement.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

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

BirdEye

DECEMBER 15, 2022

A well-crafted social media campaign can turn your brand’s content into a powerful marketing tool. You’ll need to spend time and effort pre-planning your campaigns if you want to see more followers, higher engagement, and boosted brand awareness. Table of contents What is a social media campaign? Spotify Wrapped 2.

Social Media 98

Social Media How To Entertainment Effort Score 98

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

Experience Investigators by 360Connext

MARCH 12, 2015

Have a listen and then be sure to subscribe to hear more from SXSW 2015. 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.

Customer Experience 110

Customer Experience Fashion Social Media Innovation 110

Experience Investigators by 360Connext

DECEMBER 11, 2014

How Developed is Your Customer-Centric Strategy for 2015? 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.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Annie Tsai Annie Tsai leads the Customer Experience org as CCO and watches over all things customer - onboarding, implementation, engagement, customer growth, and ultimately retention & renewals. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

GetFeedback

MAY 5, 2019

An important part of delightful customer service is the support proactivity and talent to engage customers in no time. Some other fast ways of getting in touch with customers when you want to hear from them are social media pages and messaging apps, but make sure to do it moderately. Business example: Glossier. .

Sales 277

Sales Loyalty Programs Social Media Policies 277

GetFeedback

JULY 11, 2018

In order to bridge it, you need a clear customer engagement strategy. In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. How to tell when you’ve lost touch.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

CloudCherry

DECEMBER 20, 2017

This transformation is owed in large part to mobile technology and social media. At the time, everyone communicated with each other in large part by voice, while social media platforms were just starting to take off. Now, companies have to build relationships and engage their customers. resorting to 4 touchpoints.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

Kayako

JANUARY 5, 2017

Customer expectations are changing; each time you add another channel, you offer another way for a customer to engage with you. Customers can reach out to you in a variety of ways — email, web, mobile, social media, live chat and phone call. businesses still can’t be contacted by social media, only 12.9%

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. 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. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ijgolding

DECEMBER 2, 2015

Almighty is a digital advertising agency that specializes in customer engagement campaigns for brands such as New Balance, L.L. In the Spring of 2015, our strategy team undertook a study to understand the complex relationship between modern organizations and customer experience. Bean and OxFam.

Engagement 96

Engagement Customer Centricity How To Culture 96

Experience Investigators by 360Connext

JANUARY 23, 2015

Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social Customer Care: Best Practices for Major Engagement.

Customer Care 110

Customer Care Social Media Marketing Conference 110

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. 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.

Technology 110

Technology Customer Experience Social Media Trends 110

Beyond Philosophy

NOVEMBER 6, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) While they also use surveys and traditional methods to gather feedback, social media is a big channel of feedback for them. Thanks, @TripIt ! —

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Comm100

MAY 4, 2022

In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools. Often people think you can’t engage the same way you can on the phone, but you can.

Chatbots 222

Chatbots How To Omni-Channel e-support 222

Beyond Philosophy

NOVEMBER 18, 2014

How do you use Social Media to enhance the experience? Social media is a great channel for enhancing the Customer Experience. But companies that don’t present a unified front to Customers either use social media as a one-way communication or don’t use it at all. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Vonage

SEPTEMBER 3, 2015

We know that if you engage deeply, interact, remember those customers and create one-to-one relationships with them, you will have incredible success. Marcus Nelson, former Director of Social Media at Saleforce spoke to Forbes about working there. The future is social. Trust is everything.

Customer Service 120

Customer Service Social Media Hotels Conference 120

NICE inContact

FEBRUARY 23, 2016

Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all channels. True multi-channel support for blended inbound and outbound voice, voicemail, email, chat, text and social media channels.

Net Promoter Score 120

Net Promoter Score Multi-Channel Contact Center Customer Experience 120

CX Journey

DECEMBER 20, 2017

This means making yourself available where your audience is comfortable, whether that’s the phone, a certain form of social media, or face-to-face. Twitter-based customer service increased 250% from 2015 to 2017. Your brand should exist everywhere your audience does and engage them wherever they’re comfortable.

Communication 137

Communication Brands Social Media Touchpoint 137

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. With a chatbot now handling the vast majority of these questions, this is no longer an issue and our agents feel more engaged and fulfilled in their roles.” – Denny Michaud, Customer Relations Manager at Canadian Blood Services. Thompson Rivers University. “I Tangerine Telecom.

Chatbots 229

Chatbots Industry Customer Service Wait Times 229

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. This shift will provide an opportunity to engage with the customer, gain useful insight and build brand loyalty.

Contact Center 46

Contact Center Customer Engagement Engagement Customer Service 46

Kerry Bodine

FEBRUARY 6, 2017

I’ve watched with interest for years as brands (and their advertising agencies) have added (or not) social media hashtags, FB links, and URLs to their Super Bowl ads. A couple of years ago I wrote, “ 2015 was the year of the Super Bowl hashtag. Engage with people who mention you. Direct viewers to online channels.

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

TechSee

APRIL 10, 2019

The omnichannel customer experience is comprised of multiple customer touchpoints, over a range of channels that seamlessly connect, allowing customers to move back and forth from one experience to another on any device and platform: web, voice, chat, messaging, social media, video and email. Vodafone – Visual engagement.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Brandwatch CX

JANUARY 7, 2019

Instagram introduced advertising for select brands in October 2013 , but didn’t open up advertising for all until September 2015. In 2015, Instagram was forecasted to bring in $10.87bn in mobile ad revenue. . Over 60% of users log in daily , making it the second most engaged network after Facebook. more engagement.

Social Media 112

Social Media Advertising Fashion Video 112

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it a clickstream?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

NICE inContact

JULY 25, 2019

Recognition can come in the form of giving an agent a shout out on social media, a close parking spot, a thank you note, virtual coinsfor winning a challenge, or virtual badges for excelling at a task. According to Randstad (2015), 86 percent of employees quit their jobs due to an absence of career development.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. Mike Zarin (@zarin) March 24, 2015. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS. Think about where you want to go.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Customers That Stick

DECEMBER 22, 2014

The holiday season is upon us, and we’d like to express our appreciation and gratitude for your engagement with CTS this past year! We thank you for being a part of the CTS community and for sharing your customer service experiences with us here on the blog, on social media, and through email.

Social Media 99

Social Media Customer Service Engagement Customer Experience 99

Beyond Philosophy

JULY 6, 2016

Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. However, as econsultancy pointed out in a recent article , most multi-national companies don’t know how to adapt their customer engagement strategies to an Eastern digital environment.

Social Media 113

Social Media Multi-Channel Customer Centricity Consulting 113