Optimove

OCTOBER 14, 2024

Understand each customer’s preferred channel(s)—SMS, social media, or in-app notifications—and engage them where and when they’re most comfortable. Allow customers to set communication preferences—including how often they want to receive messages and which channels they prefer.

Consumers 59

Consumers Marketing eBook Omni-Channel 59

InMoment XI

NOVEMBER 21, 2022

One best practice for engaging with customers in this way is to design an open communication and feedback channel. Additionally, you should look to other indirect forms of feedback to understand your customers such as review site data and social media mentions.

Loyalty 195

Loyalty How To eBook Social Media 195

NICE inContact

OCTOBER 2, 2019

Channels include communicating with customers on social media, online chat, SMS / text, video chat, IVR, mobile apps, chatbots, and service via a home electronic virtual assistant device. We’ve packaged the survey results and analysis into an eBook that is full of insights and thought provoking information.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Comm100

OCTOBER 8, 2016

A good blog communicates to customers that you care about solving the problems in their industry. Newsletters, texts, and social media updates can help keep inform your customers about your latest blog posts. Increase your social media presence. Advance communications and notices. Enhance your blog.

Customer Retention 163

Customer Retention Loyalty Strategy Loyalty Programs 163

Comm100

APRIL 17, 2018

One of the primary objectives of customer feedback is establishing a communication process with your customers. Prioritizing communication with your customers gives you a lot of insight to help you create better products, experiences or improve customer service. Timing is Everything.

Feedback 239

Feedback How To Roadmap Survey 239

Comm100

DECEMBER 19, 2017

Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

ShepHyken

SEPTEMBER 27, 2021

5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR PR News) How can social media leaders create a steady cadence of fresh, customer-centric social posts, especially when formal case studies are resource-intensive and can take months to produce? Download and read this eBook.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

SurveySparrow

JULY 31, 2019

The average social media usage by a person is 136 minutes each day. billion users on different social media sites. You have to be in an unheard-of industry if you say that none of your potential customers are in any social media site. There are so many businesses spouting on social media sites as well.

Social Media 58

Social Media Marketing Video Strategy 58

Comm100

MAY 10, 2018

This newly strengthened relationship comes with an added perk: complaining customers who are impressed by a company’s resolution often let their social circles know, either in person or on social media. Customer complaints can also reveal breaks in communication between a corporation and its customers. Source: Xbox.

Customers 229

Customers eBook Policies Customer Service Training 229

Comm100

APRIL 27, 2020

This diversity in communication channels requires that companies structure their workflows and route incoming messages efficiently to deliver on the omnichannel promise. With omnichannel, the agent in this example, Jennifer, can still see the customer’s entire history of communication with the company. Download Now.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

InMoment XI

APRIL 3, 2024

But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. Word spreads fast in the age of social media and a bad digital experience can hurt a brand’s reputation. It sets the tone for the entire company/consumer relationship.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Comm100

JUNE 13, 2018

According to LoyaltyOne, more than two-thirds of consumers strongly agree that companies, retailers, or brands send them too much irrelevant communication. Other specific marketing actions to consider are email campaigns, social media publications, in-app push notifications, and paid advertisements. Manage Your Social Media.

Tips 185

Tips Self Service e-support Social Media 185

C3Centricity

MARCH 18, 2020

Borders bookstores who didn’t get into eBooks. Motorola , once the leader in smartphones, who didn’t embrace new communications technology. Are you using the right communication channels? With today’s huge array of media opportunities, both on and offline, it is important to choose the most appropriate ones for your customers.

Marketing 240

Marketing Advertising Brands Consumers 240

LiveChat

JUNE 8, 2018

Effective communication is the key to building and nurturing any relationship – be it personal or professional. Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. Do not use jargon.

Communication 66

Communication Social Media B2C B2B 66

InMoment XI

OCTOBER 3, 2024

Taking the time to schedule regular check-ins, personalize communication, and remember important dates such as client anniversaries will help strengthen personal relationships and improve client retention. Effective account management requires communication across multiple departments to ensure a cohesive experience.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Comm100

SEPTEMBER 10, 2020

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. Be everywhere your customers want you to be, whenever they want with Live Chat, Email, Social Media, SMS & Knowledge Base – for free! Get Omnichannel Free.

Omni-Channel 130

Omni-Channel Social Media System Report 130

Comm100

SEPTEMBER 10, 2020

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. Be everywhere your customers want you to be, whenever they want with Live Chat, Email, Social Media, SMS & Knowledge Base – for free! Get Omnichannel Free.

Omni-Channel 130

Omni-Channel Social Media System Report 130

BlueOcean

OCTOBER 6, 2020

Is communication still going strong and do you feel comfortable in those interactions? What about feedback via social media networks? What was the communication between you and your partner like in the midst of the chaos created by the pandemic? Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?”

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

LiveChat

APRIL 4, 2017

While it’s clear why having at least one social media account is a “must” for business, it might be difficult which social network site you should choose. Thanks to the below Q&A you will be able to develop your social media strategy from scratch and turn your social media presence into the best thing since sliced bread.

Social Media 50

Social Media B2C Tips Video 50

Comm100

FEBRUARY 17, 2022

To provide students with the support they demand, schools must prioritize digital communication channels. Across every age demographic, and especially Gen Z, there is a move away from phone support in favor of digital communication. The solution: Social media. In fact, 60% of Gen Z say that they ‘hate calling people’.

Meeting 130

Meeting Social Media Chatbots How To 130

Comm100

FEBRUARY 17, 2022

To provide students with the support they demand, schools must prioritize digital communication channels. Across every age demographic, and especially Gen Z, there is a move away from phone support in favor of digital communication. The solution: Social media. In fact, 60% of Gen Z say that they ‘hate calling people’.

Meeting 130

Meeting Social Media Chatbots How To 130

Comm100

NOVEMBER 14, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Social Media Groups and Boards to Follow. LinkedIn is, of course, the premier location for business-to-business contacts and communication and it has a host of resources and people to follow.

Resources 159

Resources Customer Service Customer Service Training Course 159

C3Centricity

FEBRUARY 5, 2018

In the same way that new media channels were separated from traditional channels for a while. This is wrong from my perspective, because content marketing has always existed, whether through communications on pack, in advertising or more recently on websites. Social Media and eCommerce. Can you identify them?

Infographics 120

Infographics Marketing Social Media Ecommerce 120

Kayako

OCTOBER 6, 2015

If you sell someone a social media management suite but don’t keep them up to date on industry best practices, for instance, they’ll find someone else that will. What’s great about ebooks is that they can be a collection of previous blog posts so they are extremely easy to publish. You just click on PDF, and your ebook is done.

eBook 120

eBook Marketing Case Study Study 120

Comm100

FEBRUARY 17, 2022

Students’ sky-high support expectations The support expectation gap How higher education can meet student support expectations Live chat in higher education Chatbots in higher education Social media in higher education Omnichannel student support in higher education. The solution: Social media.

Meeting 130

Meeting Social Media Chatbots Omni-Channel 130

Experience Investigators by 360Connext

FEBRUARY 11, 2015

Syndicating our content on appropriate partner sites (CustomerThink, Business2Community, Social Media Today , etc.). Publishing original content on sites in our sphere of influence ( Retail Customer Experience , Multichannel Merchant, iMedia, Social Media Club). Delivering a newsletter via email with exclusive content.

Marketing 110

Marketing Social Media eBook Infographics 110

TechSee

DECEMBER 17, 2019

Establish trust and Communication. Positive relationships are built on good communication and trust. Be active on the communication channels that your customers frequent, including local forums and social media. Implement a notification system to alert customers to outages or to provide other critical information.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage eBook 136

Vonage

OCTOBER 22, 2015

Better communication – in terms of using your contact system to identify the issues that are causing high numbers of queries and providing the answers customers are likely to require upfront. Social media. Gamification. Many employee gamification programs focus on the ‘employee of the month’. Image by Pixabay.

Technology 120

Technology Customer Service Gamification Wireless 120

Comm100

NOVEMBER 25, 2020

Instead, social media, forums, review sites, and communities have all become important parts of the customer service ecosystem. AI has also helped ensure customer service consistency across all platforms – be it on the phone, email, chat, and social media. It’s the same thing for customer support.

CRM 130

CRM Customer Service Ecommerce Chatbots 130

Experience Investigators by 360Connext

MAY 27, 2015

She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Want a full workup on her? This is where I get excited.

Customer Experience 110

Customer Experience eBook Social Media Customer Journeys 110

Optimove

FEBRUARY 12, 2025

Keep Communicating with Customers For shoppers who made a single purchase during the holiday season, ongoing communication is key to turning them into repeat buyers. Regular, relevant touchpoints through email, SMS, or social media updates help brands stay in the spotlight, deepen customer relationships, and encourage future purchases.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Quadient

JULY 26, 2022

Choosing your Customer Communication Channels in 2022. Thirty years ago, customer communications were relatively straightforward. With so many channels available to communicate with your customers, how do you determine the right channel? What are Customer Communication Channels? j.shah-thiel. Tue, 07/26/2022 - 16:40.

Communication 52

Communication Social Media Omni-Channel Chatbots 52

Comm100

DECEMBER 8, 2020

For instance, HelloFresh brand had issues with response time, they needed to have separate customer service representatives to tackle the messages from social media, and sometimes they were quite late with their response. Next Level Social Media Management. Social media for businesses is no longer optional.

Chatbots 170

Chatbots Customer Satisfaction Customer Service Representative Social Media 170

Comm100

MAY 11, 2020

To cater to this, brands have to offer a range of digital channels to these customers, including live chat, email, social media and SMS. Offering multiple communication channels is a must, but only if they are connected to one another within one unified platform. The next point explains why. Customers hate repeating themselves.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

inQuba

FEBRUARY 10, 2025

Download this buyers guide as a complimentary ebook. Get it here Download this buyers guide as a complimentary ebook. Customer emotion is measurable through structured methods (such as surveys and mobile dialogues) and unstructured methods (such as social media). You can opt-out of all communications at any time.

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52

Joe Rawlinson

OCTOBER 8, 2024

Your website should clearly communicate who you are and what you have an offer so that potential customers can get in touch with you. Beyond your website, you need to make sure that you’re establishing a presence on social media platforms as this is the key to engaging with your audience and building brand awareness.

Marketing 78

Marketing Strategy Social Media Infographics 78

C3Centricity

AUGUST 23, 2015

Posts which include quotes are amongst the most shared on social media. Eye-tracking linked to facial coding for emotional analysis, will quickly tell you what needs to be changed, in all your communication platforms. You will notice that many refer to social media this time. Everyone seems to love them.

Marketing 120

Marketing How To Social Media Customer Centricity 120