PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. 2) Unfiltered Truth One of my favorite examples comes from a hospitality client who discovered their AI-analyzed social media feedback painted a very different picture than their traditional surveys.

Social Media 110

Social Media Telecommunications Hospitality Call Center 110

Comm100

JULY 20, 2020

While many brands have implemented chatbots through live chat, it’s now becoming increasingly popular and easy to do so on social media too. First Things First, Why is it Important to Optimize Your Social Media Presence? Luckily, social media can work in your favor. Better Visitor Conversion Rates.

Social Media 140

Social Media Chatbots ROI Brands 140

NICE inContact

AUGUST 27, 2018

Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. The social channel as a whole is much more diverse than any other channel. In July 2018, Facebook had 2.2

Social Media 121

Social Media Contact Center Customer Journeys Interaction 121

Vonage

OCTOBER 2, 2017

Social media has changed the rules of customer service. Social media has changed all of this – not only are customers in control of how and when they get in touch, but they can complain publicly, giving them power and influence as well as control. Five reasons to calm down: 1. However, it works both ways.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. Social media has changed all of this – not only are customers in control of how and when they get in touch, but they can complain publicly, giving them power and influence as well as control. Social media becoming a distraction. Negative feedback.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Customer Bliss

DECEMBER 28, 2017

What will CX Look Like in 2017? Chatbots, geofencing, improved goal alignment, and omnichannel CX were hot topics for 2017, and I must say, it looks like these will continue to be a growing interest in 2018—especially chatbots. Click To Tweet. Look out for my 2018 predictions soon! Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. Identifying the Root Cause Behind Metrics One of the biggest challenges in CX is understanding why a score is low.

NPS 118

NPS Effort Score Metrics e-support 118

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 Marketing 98

QuestionPro Audience

DECEMBER 15, 2017

Celebrity endorsements have been around as early as the 1920s, and have gained new traction in the age of social media. With social media, celebrities are able to interact with, and influence, their fan base directly. But you don’t have to be a celebrity to get paid to post.

Consumers 207

Consumers Social Media Advertising Study 207

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

Kerry Bodine

FEBRUARY 6, 2017

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. But in 2017, big brands’ servers should be robust enough respond to each customer’s web request in milliseconds. How much more would it cost to employ a team of people to actively manage your social media feed for a few hours?

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

Lumoa

FEBRUARY 9, 2023

According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Social Media You might be wondering why social media is on the list. Social media is a powerful tool when it comes to customer experience.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Joe Rawlinson

FEBRUARY 14, 2018

The power of social media among today’s consumers is no secret. billion global social media users , which equal roughly 37 percent market penetration, the opportunity for businesses to engage and connect with existing and new customers is vast and constantly growing. With over 2.8 Know Your Audience. Be Responsive.

Social Media 87

Social Media Customer Engagement Engagement Tips 87

Comm100

MARCH 23, 2022

In 2017, credit union employees contributed 302,035 volunteer hours to their communities. Adopt social media as a wider omnichannel strategy. As credit unions seek new ideas to increase credit union membership, more and more are successfully turning to social media to increase engagement.

Chatbots 246

Chatbots Social Media Banking Omni-Channel 246

QuestionPro Audience

MAY 31, 2018

Facebook’s popularity has been declining with teenagers, and according to a study from Piper Jaffray, only 9% of teens say Facebook is their social media platform of choice. As parents have infiltrated the social media platform, Gen Zers are leaving Facebook in droves. PRINT MEDIA. million U.S. To look smart.

Industry 199

Industry Social Media Study Trends 199

Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. The post Not To Be Missed: The Best Of 2017 appeared first on.

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

Customer Bliss

DECEMBER 29, 2016

We’ll be back with new episodes in early 2017. Pick a few to listen to before you go back to work in 2017. If you still don’t know how to use social media to work with customers, as a small example, you’re already behind. When chatbots replace social media managers, you’ll be further behind.

Customer Experience 0

Customer Experience Chief Customer Officer Social Media Connections 0

ShepHyken

MARCH 13, 2017

47 Social Media Statistics to Bookmark for 2017 by Alex York. Sprout Social) Right when you think you’re getting a grasp on your demographics, buyer habits and trends on social media, something new changes and turns your data into old news. 89% of social media messages to brands go ignored.

Social Media 92

Social Media Customer Service Infographics Retail 92

Comm100

FEBRUARY 1, 2023

Focus on student connection and personalization Returning to school as a mature student can be socially-isolating. In the 2016-2017 academic year, 15.2% As a result, when a student sends a question in – whether through live chat, email, or social media – the agent knows who the student is. of young students.

Chatbots 239

Chatbots Social Media Omni-Channel Study 239

QuestionPro Audience

MARCH 30, 2018

ESPN.com reports an estimated 70 million brackets were filled out in 2017, to a total of $10.4 Brands know they have an opportunity to reach a large audience, and spend the month engaging consumers via social media and advertising. billion in corporate losses in 2017. billion overall in bets. increase from 2016.

Brands 191

Brands Sports Advertising Social Media 191

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. This holds especially true today, when consumers are eager to validate their purchase decisions — and attempt to do so by using social media and real-time feedback from other consumers as their key resources. percent) and social media posts (10.8

Survey 101

Survey Social Media Automotive Consumers 101

InMoment XI

JANUARY 28, 2014

Many companies are trying to mine Facebook and other social media sites to get a feel for trends in consumer behavior and attitudes. Last week I saw several articles (here’s one) about a Princeton University study comparing the growth of Facebook to infectious diseases and predicting that by 2017 Facebook will lose 80% of its.

Social Media 150

Social Media Study Trends Consumers 150

InMoment XI

JANUARY 28, 2014

Many companies are trying to mine Facebook and other social media sites to get a feel for trends in consumer behavior and attitudes. Last week I saw several articles (here’s one) about a Princeton University study comparing the growth of Facebook to infectious diseases and predicting that by 2017 Facebook will lose 80% of its.

Social Media 150

Social Media Study Trends Consumers 150

InMoment XI

JANUARY 28, 2014

Many companies are trying to mine Facebook and other social media sites to get a feel for trends in consumer behavior and attitudes. Last week I saw several articles (here’s one) about a Princeton University study comparing the growth of Facebook to infectious diseases and predicting that by 2017 Facebook will lose 80% of its.

Social Media 150

Social Media Study Trends Consumers 150

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

QuestionPro Audience

APRIL 11, 2018

Consumers, get ready to see even more influencer marketing on your social media channels. million social media followers outperform both celebrities and micro-influencers. A recent survey of 181 marketers reported that 86% of brands used influencer marketing in 2017; of those, 92% felt it was an effective strategy.

Social Media 150

Social Media Advertising Consumers Study 150

Alida

DECEMBER 15, 2016

For example, if you discover that within your dedicated readers group, there is a growing number of young professionals, your content marketing strategy for 2017 should include new ways to target them. After all, interesting content is one of the top reasons that people follow brands on social media.

Feedback 213

Feedback Strategy Marketing Social Media 213

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. consumers and 70% of U.K.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

InMoment XI

OCTOBER 30, 2024

Review Monitoring & Response Automation The right CX platform should have features to monitor customer reviews across platforms such as Google, Yelp, or social media. McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

NICE inContact

OCTOBER 28, 2016

Below, we outline the top 5 customer experience trends and how we are addressing them as we move into 2017. Chat, SMS, and Social Media are Maturing. Almost 10% of CSRs are now using Social Media for customer service. Voice is Still Critical to Customer Service.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

Lumoa

MARCH 20, 2018

According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. social media You might be wondering why social media is on the list. Social media is a powerful tool when it comes to customer experience.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. To learn more about why your customer service staff should engage with customers via social media, check out the following piece written by Ashley Cooksley, for AdWeek.

Social Media 69

Social Media Chatbots Customer Service Brands 69

QuestionPro Audience

JUNE 11, 2022

Crowdsourced polling using social media is similar to social media-assisted crowdsourcing, and coverage is superior to online panels. . And, add examples from the 2017-2018 special congressional elections. Polling firms have used three new methods to forecast Congressional election results during 2017 and 2018.

Engagement 195

Engagement Advertising Social Media Survey 195

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Comm100

MAY 31, 2023

Since 2017, postsecondary enrollment in the US has fallen by 9%. Mobile-centric content for greater readability Mobile advertising and social media To find out even more marketing strategies to increase enrollment, take a look at our complete guide below for more ideas, inspiration, and examples.

Strategy 232

Strategy Marketing Financial Advertising 232

ShepHyken

OCTOBER 30, 2017

4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. Marketing Land) Social media marketing isn’t just about winning followers. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels.

Social Media 24

Social Media Customer Service Retail Loyalty 24