ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. After just one bad customer support experience, trust in a brand is gone forever. See social media as proactive support.

Social Media 78

Social Media Video Case Study Customers 78

Kayako

DECEMBER 31, 2015

This post features an excellent case study on Squarespace and how they retired their phone support. What Apple, Lending Club, and AirBnB Know About Collaborating with Customers , by Barry Libert , Yoram (Jerry) Wind and Megan Beck Fenley. The Art of Making Customers Happy on Social Media by Kevan Lee.

Self Service 72

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

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. How to Calculate Social Customer Care ROI.

ROI 45

ROI Social Media Airlines Customer Service 45

Hallmark Business Connections

AUGUST 26, 2021

Heralding Customer Care Employees in 2021. Customer Service Week has been around since the 1980s, and it keeps evolving. To learn more about how to increase customer and employee satisfaction, check out this Evergy case study and see what’s possible with the power of a Hallmark card.

Customer Service 77

Customer Service Case Study Customer Service Representative Entertainment 77

Lithium

MAY 7, 2024

Marketing Khoros Social Media Management Fresh Features - Episode 4 Check out the latest product release for Khoros’ Social Media Management. 2024’s top social media trends: How social listening maximizes their potential 2024’s social media marketing landscape focuses on one guiding principle: prioritization.

Self Service 52

Self Service Social Media Gamification Customer Care 52

NobelBiz

JULY 16, 2024

This method ensures that no call goes unanswered due to agent unavailability, reducing abandoned call rates and improving customer experience. It balances efficiency with customer care, ensuring a high connection rate without overwhelming agents. Enhanced Reporting: Access detailed reports to track KPIs and measure success.

Sales 52

Sales Strategy Contact Center Social Media 52

Lithium

JUNE 11, 2019

Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Social Media Management Strategy Certification. Duration : 8 hours. Duration : 8 hours.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Social Media Management Strategy Certification. Duration : 8 hours. Duration : 8 hours.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Social Media Management Strategy Certification. Duration : 8 hours. Duration : 8 hours.

Social Media 40

Social Media Case Study ROI Course 40

Interactions

MARCH 28, 2019

Today, there are hundreds of vendors claiming to offer AI-driven solutions for customer care. Yet, a recent study in Europe MMC Ventures found that 40% of “AI startups” don’t actually use AI. This confusion leads to the impression that anyone can deploy an AI solution for customer care, but the reality is, it’s not that simple.

Customer Engagement 63

Customer Engagement Self Service Engagement Contact Center 63

Lithium

AUGUST 3, 2022

Today with the widespread use of various social media, this task is even more challenging. Khoros] Does automation exceptionally well, it's effortless to use, and it's elementary to get people who are not digital experts, social media experts, or even customer care experts to see and understand the value of what's going on.

ROI 52

ROI Marketing Social Media Advertising 52

SurveySensum

APRIL 1, 2024

Companies can display selected testimonials prominently on their homepages or in social media campaigns to attract and reassure new customers. Case Studies as Success Narratives: Publish detailed case studies on past successful projects.

Brands 52

Brands Case Study Social Media Feedback 52

Natalie Petouhof

MAY 9, 2016

Customer Service and satisfaction perhaps has come into it’s own, finally. In fact, 67% of a decision on what to buy in B2B sales is completed before the customer even talks to a sales person. In fact, 67% of a decision on what to buy in B2B sales is completed before the customer even talks to a sales person.

Conference 40

Conference Report Social Media Case Study 40

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. American Express ).

Self Service 52

Self Service Social Media e-support Knowledge Base 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Voice of the Customer.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement CEM 48

DCX

SEPTEMBER 29, 2024

-Mark Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 86

e-support Customer Centricity Apparel Leadership 86

Call Experts

APRIL 28, 2022

In addition, agents should strive to be helpful and selfless, making the experience more enjoyable for both the customer and the company. While exemplary customer service isn’t possible in every industry, some businesses have been praised for excellent customer care. Taking care of the customer’s needs.

Customer Service 52

Customer Service Entertainment Exceptional Customer Service Social Media 52

Magellan Solutions

SEPTEMBER 8, 2021

Digital marketing comprises, but is not limited to, social media marketing, web optimization, content authoring, podcast production, and creative design. Outsourcing marketing methods such as lead generation, advertising, SEO, and case studies are just a few other examples.

Healthcare 52

Healthcare Call Center Resources Case Study 52

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must.

Customer Service 52

Customer Service Return on Investment Customer Service Strategies Loyalty 52

NobelBiz

OCTOBER 15, 2024

By 2026, the global customer engagement solutions market is expected to reach $18.5 Customer Engagement Strategy Tips for Call Centers 1. Hyperpersonalization and Predictive Care By 2025, customer care will be transformed from reactive to proactive with the help of hyperpersonalization. ’ Read Case Study 5.

Customer Engagement 52

Customer Engagement Engagement Strategy Self Service 52

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. Content may be of many different types – blog posts, videos, white papers, case studies, and more.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

NetBase

SEPTEMBER 26, 2019

Competitive advantages/savings social analytics creates. Customer care savings. And in the report, we have case studies spanning a variety of verticals that demonstrate meaningful metrics and ROI in action, including: The cruise industry. Brand health protection value. Accurate influencer identification savings.

Analytics 40

Analytics Competitive Advantage ROI Entertainment 40

Natalie Petouhof

AUGUST 17, 2015

As a result, organizations can uniquely provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, email, web self-service, and now customer and employee communities. MY POV: This seems like a very good move for Verint, as having a community offering is key to customer care.

Self Service 40

Self Service Customer Experience ROI Omni-Channel 40

Chattermill

JULY 15, 2018

Expanding social media customer care. Hear from visionary keynotes, relevant case studies, and get to grips with the subjects that matter most to your business. 22-25, Tampa, Florida. Digital transformation. Increasing eBill adoption. Mobile payment strategies. Prepay programs. Exploring new revenue sources.

Customer Experience 40

Customer Experience Conference B2B Innovation 40

DCX

SEPTEMBER 29, 2024

-Mark Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Customer Centricity Apparel Leadership 52

Grade.us

DECEMBER 6, 2018

Great for figuring out what your customers care about. Airtable - An awesome tool for creating editorial calendars, for planning social media posts, planning video production, and more. Plenty of case studies from brands doing it right. A regular keynote speaker at all kinds of conferences.

Resources 30

Resources Tools Marketing B2C 30

Hero Digital

OCTOBER 5, 2019

They allow you to capture more candid feedback than you might get over social media or other online platforms. That doesn’t mean email is a substitute for direct interviews, but individual emails can offer valuable information and open a direct communication line with your customers. Email Questionnaires.

B2B 40

B2B Touchpoint Multi-Channel Survey 40

Natalie Petouhof

FEBRUARY 21, 2016

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? Tweet The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies.

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

Natalie Petouhof

SEPTEMBER 1, 2016

Webinar: ROI of Social Customer Car e Sept 6th @clarabridge [link] #custserv #CX. Think ROI of Social #custserv can’t be calculated? Tweet It’s a busy fall and I hope to see you all out there, whether in person or on a webinar. Here’s some of the places I will be: 1. Here’s the report: [link] ). *.

ROI 40

ROI Report How To Management 40

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Here is the list for you – 1.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Russel Lolacher

DECEMBER 10, 2019

.” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Don’t be a case study of how to do it badly. Why do you want to be on social media to serve your customers?

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

Thematic

AUGUST 29, 2024

Listening to your customers is now more important than ever. According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box.

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

Natalie Petouhof

MAY 27, 2016

Customer Experience IOT in the Automotive Industry-Upcoming. **. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • ROI of Social Customer Service- Upcoming. •

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

Natalie Petouhof

AUGUST 13, 2015

Tweet There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. And then along comes social media. If You Think Social Media Isn’t Affecting Your Company, Stop Doing the Ostrich.

Customer Service 40

Customer Service Social Media Airlines Hotels 40

Russel Lolacher

APRIL 10, 2017

I’ve heard a lot about how Twitter is dying as a social media platform lately. The post Twitter is Dead, Long Live Twitter (Ask your Customers) appeared first on The Upsell. Twitter is dead. No one is on Twitter. Sound familiar? Apparently no one is on it and we are wasting our time.

Social Media 48

Social Media Customers Case Study Customer Care 48

ShepHyken

MARCH 10, 2025

5 Ways to Boost Customer Loyalty by Foundever (Foundever) Customer care has entered a new era one where AI, automation and self-service are reshaping the landscape faster than you can say, Let me speak to a manager. While these tools enhance efficiency, they can also feel impersonal without careful attention and planning.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service Loyalty 70