Experience Investigators by 360Connext

DECEMBER 29, 2014

Are you ready to make 2015 even better? Social Media ninjas? One thing is certain for 2015: Customers will need you to keep walking the talk. Anne Addicted to adrenaline, adventures and social media, Anne Reuss is fueled by coffee and fitness. What is a Touchpoint? Automated replies?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Experience Investigators by 360Connext

DECEMBER 17, 2014

As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way. Tackle those trickiest touchpoints in 2015. Make 2015 the year to fix them. Have fun and please let us know what changes you make in 2015! Let’s go! whenever they’d like! Keep learning!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

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

Experience Investigators by 360Connext

NOVEMBER 13, 2014

The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. What trends do you see impacting the retail customer experience in 2015? Customers need reassurance. Image credits: Elsie esq. , USDAgov via Creative Commons license.

Customer Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

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

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

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

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

NetBase

MAY 22, 2019

It’s always great fun to head to New York to participate in Social Media Week – especially when we’ve got a panel of social marketing superstars like we had this year. Hillary Saviello – Digital & Social Media Manager, Communications, Global Policy and Advocacy, The Rockefeller Foundation. Jenna’s “A-ha!”

Social Media 43

Social Media Analytics Brands Sports 43

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

Provide Support

AUGUST 30, 2016

Gone are the days when we didn’t need to worry about using social media for customer support. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand. © 2003 - 2015 Provide Support LLC. But today, it’s not even a question.

Social Media 46

Social Media Infographics Brands Consumers 46

Provide Support

NOVEMBER 24, 2015

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives. © 2003 - 2015 Provide Support LLC.

Social Media 40

Social Media Customer Service Customer Service Strategies Brands 40

Provide Support

MARCH 29, 2016

Why Companies Fail To Meet Social Media Expectations. Social media is really no different.(.). © 2003 - 2015 Provide Support LLC. The automotive body repair shop is typically a dusty, smelly, male-dominated facility. Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

Social Media 40

Social Media Meeting Automotive Company 40

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

CSM Magazine

NOVEMBER 3, 2015

Email delivers the fastest and most accurate customer service in US retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica. ” The 2015 Eptica Retail Multichannel Customer Experience Study evaluated 500 of the biggest US retailers.

Social Media 40

Social Media Retail Customer Service Study 40

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

Clarabridge

SEPTEMBER 2, 2015

Let’s face it, enterprise software usually takes up a large portion of your social media and marketing budget. Justifying the cost of enterprise social media software isn’t always as easy and proves to be a time-consuming process to ensure a good fit for your company. by Sofie De Beule, Community Manager at Engagor .

Social Media 40

Social Media Software Competitive Advantage Tools 40

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 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

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

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

CSM Magazine

JANUARY 11, 2016

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. Many brands though still need to grasp the nettle on full social media integration.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

BirdEye

APRIL 24, 2023

From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before. Channels: Inbound marketing primarily utilizes content marketing, blogs, and social media.

Marketing 93

Marketing Social Media B2C Advertising 93

Natalie Petouhof

AUGUST 10, 2016

In fact, fewer than 30 percent of questions to major brands were answered in the second quarter of 2015, according to Social Baker. But while a public tweet can be very satisfying if you get a timely response, it can be equally frustrating if your tweet is ignored altogether. Now that is a mind-boggling statistic. Every single one.

Social Media 40

Social Media Customer Service Brands Advertising 40

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

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

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

transcosmos Information Systems

MAY 25, 2015

It’s no secret that mobile networks, social media and the widespread use of smartphones drastically altered the customer service landscape. We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015.

Self Service 48

Self Service Social Media Multi-Channel Trends 48

LiveChat

NOVEMBER 19, 2015

There are few businesses or organizations that have such a great, established social media presence as NASA. What NASA did to become one of the top, most recognizable social media brands in the world? link] pic.twitter.com/CtSQODPofA — Curiosity Rover (@MarsCuriosity) October 13, 2015. How do they do it?

Social Media 28

Social Media Strategy Sports Guidelines 28

Experience Matters

MARCH 1, 2015

Services like wait times at bathrooms, location-based offers, and social media feeds within the stadium are part of the offerings. Marie Donoghue (Executive Vice President, Global Strategy and Original Content, ESPN) said that people who engage in social media during games are more engaged fans. ” R.C.

Sports 120

Sports Conference Analytics Social Media 120

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 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

Comm100

NOVEMBER 13, 2022

They now want to reach out to brands on a variety of channels depending on what suits them in that moment – whether that’s live chat, email, social media or even SMS. Social media: Customers often seek support through social media platforms like Twitter, Facebook, Instagram, WhatsApp, and more.

Omni-Channel 230

Omni-Channel Customer Service Chatbots Social Media 230

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Below are the top six customer service trends for 2015 according to Forrester : 1. According to Forrester, emerging customer support channels such as mobile and web self-service and video chat will gain momentum in 2015.

Trends 40

Trends Self Service Customer Service Customer Centricity 40

Comm100

FEBRUARY 10, 2022

McKinsey also highlights the power of organizational transformation in government: “An effort undertaken by the US Department of Veterans Affairs focused on transforming veterans’ experiences with the agency increased trust from 47 percent in 2015 to 70 percent just three years later.”.

Government 130

Government Customer Experience Chatbots Social Media 130