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

JUNE 22, 2015

Social media as a customer service channel is now a given. 67% of consumers have used a company’s social media site for servicing, according to J.D. Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects.

Social Media 110

Social Media Engagement Video Innovation 110

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

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. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. All set with your shiny new strategies and bold new plans? It’s ok if you’re facing the calendar and thinking “already!?” ” We’ve all been there. Are you ready?

Entertainment 247

Entertainment Leadership Social Media B2B 247

BirdEye

DECEMBER 15, 2022

A well-crafted social media campaign can turn your brand’s content into a powerful marketing tool. This article will show you how to create a social media campaign strategy that actually works for your business. Table of contents What is a social media campaign? How do social media campaigns work?

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

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. A good social strategy focuses on people and building a community. Consumers expect more today than a year ago.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

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

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

transcosmos Information Systems

JULY 6, 2017

The increasing popularity of social media has given businesses a great opportunity to reach their customers where they’re at in real time. Today, social media plays an important role in the customer service industry. Social media is a channel for people to express their feelings, thoughts, and opinions.

Social Media 78

Social Media Tools Examples Customer Service 78

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! The Art of Making Customers Happy on Social Media by Kevan Lee. Our round up list has grown a bit since last year, and the themes have changed a bit too!

Self Service 72

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

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. These social sites, however, are still an important channel for consumers under the age of 45.

Report 120

Report Customer Connectedness Groups Retail 120

GetFeedback

MAY 5, 2019

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. Introducing Plenti Reward system that lasted from 2015 to 2018, American Express has let their clients earn and redeem loyalty points.

Sales 277

Sales Loyalty Programs Social Media Policies 277

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

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

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. Nowadays, though, the journey has transformed so much that it has become unpredictable to a large extent.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

Kayako

JANUARY 5, 2017

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% businesses’ existing CRM systems can’t track customers’ social media interaction.” Yet, the research findings show 56.6%

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

GetFeedback

JULY 11, 2018

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

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

NetBase

NOVEMBER 12, 2018

We hear a lot about the ills of social media and how it’s leading to a more emotionally disconnected populace, as we’re all buried in our phones. And one country in the Horn of Africa is crediting social media with fostering some pretty significant political change actually. .” Social Media Heralding A New Way.

Social Media 52

Social Media Government Report Groups 52

QuestionPro Audience

JUNE 11, 2022

Crowdsourced polling using social media is similar to social media-assisted crowdsourcing, and coverage is superior to online panels. . Let’s review the work published in both Goel, Obeng, and Rothschild (2015) and Konitzer, Corbett-Davies and Rothschild (N.d.) to showcase how effective RDE samples can be.

Engagement 195

Engagement Advertising Social Media Survey 195

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. Social media Think of your social media presence as an extension of your website.

Communication 137

Communication Brands Social Media Touchpoint 137

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

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

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

Kayako

NOVEMBER 22, 2017

Businesses are responding with all hands on deck, manning every touchpoint—live chat, social media, phone, and email—to serve their busy, multitasking user base. GetFeedback (@GetFeedback) February 3, 2015. Now, 39% of modern consumers expect a reply within four hours. 5 quick ways to support the impatient customer.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

Vonage

SEPTEMBER 3, 2015

Marcus Nelson, former Director of Social Media at Saleforce spoke to Forbes about working there. The future is social. Social media has been heralded as ‘the future’ for many years now, and Benioff agrees. 25 UK & Ireland attendees you should meet at Dreamforce 2015.

Customer Service 120

Customer Service Social Media Hotels Conference 120

Customer Bliss

MAY 23, 2017

In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” Lynn also oversees a lot in her role: marketing, event planning, social media, hospitality and group sales, owner relations, media relations, and more. The 2015 Belmont Stakes. This helped break down silos.

Sports 142

Sports Customer Experience Hospitality Retail 142

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. Direct viewers to online channels.

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 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

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. Putting the Power of Your People to Work.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

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. Hiring Customer-Ready Employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

ijgolding

MARCH 22, 2017

These kind of interactions and post-purchase reviews across social media can go viral and put a dent on the company’s reputation and revenue in detrimental ways. A study by Convergys states that 73% of GenY customers will leave after one bad experience and have no hesitation to go public with their dissatisfaction.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

ijgolding

JANUARY 14, 2015

However, in January 2015, John Lewis’s challenge seems to be getting ever tougher. On the 5th January 2015, I ordered a ‘Luxury Memory Foam Mattress Bed Topper’ from John Lewis.com. The challenge for all businesses to maintain our undivided loyalty is becoming extremely difficult as we become ever more demanding.

Omni-Channel 120

Omni-Channel Customer Experience Social Media Retail 120

Customers That Stick

DECEMBER 22, 2014

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. We will be returning on January 5, 2015 with new and exciting content on customer service and customer experience.

Social Media 99

Social Media Customer Service Engagement Customer Experience 99