ijgolding

JANUARY 22, 2018

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. In most industries, some if not all, customer interactions can now happen online.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

Customer Bliss

OCTOBER 30, 2018

As we move past many of the traditional ways of interacting with companies, what we expect from the people across the chat-box, the sales counter, or the service desk has changed dramatically. Social media feedback from every type of customer group cites how much the person understood who they were or if they got them.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

Experience Investigators by 360Connext

OCTOBER 15, 2014

But the way Ann and I met in person for the first time will go down as one of my favorite social meets IRL stories ever. It was at South by Southwest Interactive Conference about 5(!) Learn more about the book and how to order. Ann and I had communicated virtually for a number of years by then.

Social Media 275

Social Media Consulting Conference Communication 275

ijgolding

NOVEMBER 28, 2014

Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.

Social Media 318

Social Media Airlines Video Consumers 318

CX Accelerator

MAY 25, 2022

When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. This may be self-service, in-person, phone, email, chat, social media or text message. Your company will choose which channels to configure for customers to reach out.

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

Calabrio

MAY 6, 2019

The ICMI Contact Center Expo is a great conference to submerge yourself in meaningful content; learn how to take back to your workforce, listen to expert speakers and network with the industry’s leading-edge vendors. Follow @Calabrio on social media for the latest updates on coverage from #CCExpo. Lauderdale, FL. Let’s meet!

Contact Center 193

Contact Center Social Media Conference Analytics 193

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 89

Social Media Self Service Customer Service Marketing 89

Customers Rock!

FEBRUARY 4, 2010

I have been reading quite a few blogs and comments lately about how social media and customer service need to come together. There has also been a lot of talk about the Social Customer and its importance. Been hearing that for ages; I even spoke at a conference of that name 2 years ago! Service is the New Marketing.

Social Media 158

Social Media B2C CRM Contact Center 158

Experience Investigators by 360Connext

MARCH 18, 2015

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. This was my sixth visit to SXSW. Getting my pink on.

Interaction 110

Interaction Conference Innovation Fashion 110

SurveySparrow

DECEMBER 6, 2021

It is wise for human resource professionals to attend HR conferences. In this article, we are going to look at 20 of the best HR conferences in 2021, both virtual and in-person conferences. It is a special Human Resource conference for those who are in the talent acquisition space. SHRM21 Annual Conference & Expo.

Conference 98

Conference Employee Engagement Leadership Trends 98

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. Another trend to emerge throughout the increasing digital interactions has been the use of video. What does that mean?

Customer Experience 221

Customer Experience Social Media Video Customers 221

Customers Rock!

JANUARY 18, 2010

I am hearing more and more that “Customer Service is the New Marketing&# from smart folks in the social media space (including in the above post from Frank Eliason ). This isn’t a new concept; in fact, I s poke at a conference of the same name 2 years ago this February (where I first met Tony Hsieh from Zappos).

Customer Service 161

Customer Service Self Service Social Media Customer Service Representative 161

Experience Investigators by 360Connext

APRIL 14, 2020

If you don’t have any data: Consider places that can give you some, like customer service case codes and social media discussions. What are your customers saying on social media? Hop on a video conference and talk to them about what they are hearing about the journey. Customer feedback and emotional data.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Beyond Philosophy

MAY 11, 2023

HubSpot defines customer engagement as: “…the process of interacting with customers through a variety of channels in order to strengthen your relationship. For many businesses, this process begins with the first interaction and extends beyond the point of purchase. But how are you doing that?

Customer Engagement 157

Customer Engagement Engagement Social Media Measurement 157

Calabrio

OCTOBER 15, 2019

That’s why one of the great highlights of each year is the ONE Awards ceremony, which took place today at our annual customer conference, Calabrio Customer Connect. The technology has also enabled Blue Ridge to provide a quality interaction with customers using their preferred method of contact: chat, email or social media.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

Experience Investigators by 360Connext

MARCH 1, 2017

This will be my tenth journey to Austin for the South By Southwest Interactive Conference (SXSW) in March. It’s a crazy few days of social media, digital marketing, internet rock stars and barbecue.

Conference 110

Conference How To Social Media Consulting 110

Beyond Philosophy

NOVEMBER 18, 2014

How well is the organization matrixed across departments that pull together for Customer-facing interactions? Or they might have several channels that interact with Customers, but they are separate and many times conflicting. How do you use Social Media to enhance the experience?

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Vonage

SEPTEMBER 3, 2015

We know that if you engage deeply, interact, remember those customers and create one-to-one relationships with them, you will have incredible success. Marcus Nelson, former Director of Social Media at Saleforce spoke to Forbes about working there. The future is social. Trust is everything.

Customer Service 120

Customer Service Social Media Hotels Conference 120

Customers That Stick

DECEMBER 18, 2014

I had to learn how to plan and conduct conferences during which we would have constructive conversations about individual and parent-teacher “team” objectives and desired outcomes. > In five years, the most important social media channel for customer service will be Facebook. > Fill-In-The-Blank. >

Customer Experience 162

Customer Experience Travel Sports Social Media 162

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Who wants to work in a place where customers complain both to and about the employees in viral videos and publicly on social media ? Thank you to Medallia for a wonderful conference!

Case Study 152

Case Study Airlines Conference Wait Times 152

Bill Quiseng

DECEMBER 14, 2015

In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. One of the great benefits of social media is connecting with people who we would otherwise not meet. So where do you start?

Social Media 84

Social Media Customer Service How To Customers 84

Beyond Philosophy

NOVEMBER 6, 2014

Customer Strategy must be deliberate in every aspect of the interaction to be Customer Focused. The difference that exists between an organization that has an excellent emotional Customer Experience and one that doesn’t resides in one word: Deliberate.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Customers expect better and faster pre and post purchase services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

JULY 8, 2019

These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. If You Don’t Use These Social Media Tips to Improve Customer Service, You’ll Hate Yourself Later by Larry Kim. My Comment: Friction is another word for “inconvenient.”

Customer Service 121

Customer Service Social Media Customer Experience Professionals Customer Care 121

Lithium

FEBRUARY 8, 2022

The Super Bowl is upon us and you may find yourself wondering, what exactly can I say in my brand’s social media content? The Super Bowl is always a great time for engagement on social media, and this year promises to be even better than usual. AFC, American Football Conference®. NFC, National Football Conference®.

Social Media 52

Social Media Conference Fashion Guidelines 52

BirdEye

AUGUST 28, 2023

Having a social media profile is one thing, but successfully implementing a strong social media management strategy is a different story for a business. In this blog, you will learn actionable steps to create an irresistible social media profile for your business. Watch the Free Demo Now.

Social Media 52

Social Media Strategy Entertainment Multi-Channel 52

Kerry Bodine

JULY 31, 2018

This morning I delivered a webinar called The Business Case for Service Design , part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. Even though the live event has ended you can still sign up for the conference and watch the recordings.). Absolutely!

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

Kustomer

SEPTEMBER 6, 2022

In the span of two decades, social media has gone from being an afterthought to being an integral component of pretty much all modern marketing and support strategies, as well as sales funnels. Read on to discover what social customer relationship management is and how to apply it in your business. What Is Social Data?

Customer Relationship Management 96

Customer Relationship Management Customer relationships Social Media CRM 96

BirdEye

JANUARY 19, 2023

Social listening and social monitoring are often used interchangeably, but there are some big differences between the two. By understanding these differences, companies can create highly effective marketing strategies and gain a better understanding of their social media presence.

Social Media 98

Social Media Trends Analysis Brands 98

Experience Investigators by 360Connext

MARCH 12, 2015

I’ll be heading to South By Southwest Interactive in Austin, Texas. It’s where ideas like the importance of Net Neutrality and using neuroscience as a privacy hack are discussed in conference rooms and cocktail parties. It’s that time again! QR Codes on t-shirts? Worst idea ever. Yes, there are parties.

Customer Experience 110

Customer Experience Fashion Social Media Conference 110

Oracle

MARCH 11, 2019

Here’s everything you need to know about Modern Customer Experience 2019 including information on: Names for the conference. Social media. Names for the conference. They all refer to the same conference/event! View pre-conference training. Social media. Discount code. Venue and location.

Customer Experience 20

Customer Experience Entertainment Conference Social Media 20

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. Adam Toporek. Aimee Lucas. Dan Gingiss. David Avrin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. That’s not surprising given that sales teams have been unable to physically interact with the potential clients at this point. Final Words.

Strategy 154

Strategy Self Service Customer Journeys B2B 154

BirdEye

NOVEMBER 21, 2023

Juggling creative expression with the practicalities of project management and client interactions adds complexity. Marketing for interior designers involves online marketing strategies like social media marketing, networking, and targeted advertising, and offline approaches like networking and attending events.

Marketing 111

Marketing Social Media Advertising Tips 111

GetFeedback

JANUARY 6, 2020

By creating a visual depiction of the steps that customers take in an experience, including how customers feel after interactions, CX leaders can diagnose problems and design new experiences for the future. Information can come from market research, customer feedback, and interaction data generated from customer navigating their experiences.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

BirdEye

MARCH 17, 2023

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services.

Tips 98

Tips Social Media How To Analysis 98

ChurnZero

DECEMBER 6, 2024

At ChurnZeros ZERO-IN 2024 conference, speakers Alex Turkovic and Dan Ennis shared a new way to look at building a digital CS program. Engagement: How customers interact with your attempts to engage. More space for CSMs to focus on high-value, strategic activity. Self-serve digital resources for customers to overcome technical issues.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52