Comm100

FEBRUARY 5, 2018

From the rubble, a new dynamic emerged (the same one we know so well today): organizations spoke to customers and customers held the power to reply. Businesses that listened to and connected with customers online were rewarded with consumer engagement in the form of clicks, mentions, subscriptions and more. CRM Software.

Social Media 170

Social Media CRM Self Service Software 170

Comm100

APRIL 30, 2021

Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of most of our daily lives. But while it’s crucial to offer customer service on your social media platforms, venturing into this space can be a minefield.

Social Media 130

Social Media Tips Customer Service Training 130

Michelli Experience

APRIL 11, 2017

One of the great things about social media is the ease with which customers can make what I refer to as “passive” referrals through the power of “social shares” or “likes.” Many customers want to refer you because they have strong intrinsic connections to their friends and to your brand.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

BlueOcean

JANUARY 6, 2020

In fact, a NewVoiceMedia survey revealed that 43% of customers feel more connected to a brand when they are able to contact a company through any channel. Furthermore, customer retention rates are significantly higher for companies with a strong omnichannel approach. Responsiveness Isn’t Just About Speed. Got 15 minutes?

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. Social customer care is going to be with us forever. What about you?

Customer Care 110

Customer Care Social Media Marketing Conference 110

Kayako

FEBRUARY 21, 2018

You might believe social media is a boon for customer care. A Google search for the phrase ‘social media customer service’ returns 117 million results. And yet, our investigation tells a different story: Only 3% of consumers picked social media as their go-to channel over live chat, phone, and email.

Social Media 120

Social Media Customer Care Consumers Software 120

BirdEye

SEPTEMBER 12, 2023

We live in times that demand every business to have some presence on at least 2-3 social media platforms. You can no longer afford not to have a social media strategy for your business. There is heavy competition among brands on social media. Table of contents Why is social media marketing important?

Social Media 105

Social Media Guidelines Video Analytics 105

C3Centricity

AUGUST 4, 2020

Swisscom has made customer service their MSP (main selling point or value proposition) and they are renowned for putting their customers first. Cablecom, on the other hand, had, until then, been trying to win customers through aggressive price cutting. What makes a great customer care centre?

Customer Service 271

Customer Service Social Media Customer Service Representative Self Service 271

Russel Lolacher

JANUARY 25, 2021

CONSIDER GETTING SOCIAL . Social media, done well, is an amazingly effective tool at building social capital. It’s an opportunity to talk with your customers, both proactively and reactively… like a normal relationship. Social media is meant to be social, so that is what your customers expect from you.

Social Media 119

Social Media Government Fashion Engagement 119

Russel Lolacher

JUNE 29, 2021

World Social Media Day is here again, providing a great opportunity to inform and educate your own public sector organization about what its social media efforts do to benefit them and their audience: the public. An Overview of your Social Brands. Those benefits? Breakdown the Benefits. line staff receive. .

Social Media 98

Social Media Infographics Travel Government 98

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 99

Social Media Analytics Tools Marketing 99

NetBase

JULY 20, 2020

Social Media Analytics is often misunderstood, because the social media itself is misunderstood! Social media isn’t about brands. And it’s a place for brands to observe these interactions and connect with consumers. This is where Social Analytics comes into play. What Is Social Analytics?

Social Media 104

Social Media Analytics Net Promoter Score Analysis 104

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

Build relationships with customers BEFORE they are customers. Care about your relationships enough to view them as such, not as transactions. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Be who you are, everywhere, and to everyone.

Loyalty 272

Loyalty Banking Social Media Consulting 272

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

NetBase

APRIL 25, 2019

Spring is a great time to perform a social media audit , to check in and ensure your brand goals are on track for the next quarter – headed towards back-to-school campaigns and ultimately the holiday season. Which tools are best for assessing your social performance? How are you doing with customer care?

Social Media 83

Social Media Tools Multi-Channel Analytics 83

InMoment XI

OCTOBER 5, 2023

We’ve found that contact center improvement hinges on three kinds of data: customer feedback , social media data , and web analytics. You can complete the puzzle of Experience Improvement by using this information as a foundation for unlocking your organization’s voice of the customer (VoC).

Contact Center 364

Contact Center Self Service How To Call Center 364

Michelli Experience

APRIL 11, 2017

One of the great things about social media is the ease with which customers can make what I refer to as “passive” referrals through the power of “social shares” or “likes.” Many customers want to refer you because they have strong intrinsic connections to their friends and to your brand.

Customer Care 133

Customer Care Brands Net Promoter Score Social Media 133

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes.

Tips 195

Tips Management Social Media Hotels 195

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 85

Social Media Analytics Tools Marketing 85

Comm100

NOVEMBER 13, 2022

The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. This is where omnichannel customer service comes into play.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246

Experience Investigators by 360Connext

DECEMBER 31, 2014

Our first one, Social Customer Care, is a topic I’ve presented about for organizations like the Word of Mouth Marketing Association and the Online Marketing Institute. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Get Schooled.

Entertainment 247

Entertainment Leadership Social Media B2B 247

C3Centricity

NOVEMBER 16, 2014

No matter which level you are at within your own company, when did you last talk to customer service personnel? When did you last engage with customers directly through your call centre, online or through email? Regular connection keeps your finger on the pulse of customer change and provides an amazing amount of information and ideas.

Customer Service 223

Customer Service Connections Social Media Customer Centricity 223

Russel Lolacher

MARCH 8, 2020

2) Millennials Expect You to Engage with them on Social Media. Growing up in an era where social media is just a natural part of daily life brings with it numerous expectations, not only of an online presence but also around its usage and engagement. People they can relate to and build a connection with.

Customer Care 80

Customer Care Social Media Comparison Groups 80

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Russel Lolacher

JUNE 7, 2021

One of the biggest mistakes I’ve seen organizations do on social media, is treating it like it’s not SOCIAL media. They find it far more important to DO a platform than BE the experience their customers expect. Defining Social Media. So content marketing is a big part of your social media strategy.

Social Media 75

Social Media Video Customer Relationship Management Engagement 75

C3Centricity

SEPTEMBER 3, 2018

My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. I believe they show a serious problem in the business of looking after our customers today. By your customer care, that’s how. And knowing exactly what your customers want.

Customer Centricity 240

Customer Centricity How To Customer Satisfaction Social Media 240

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service.

Social Media 52

Social Media Government Customer Care Transportation 52

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Are you ready to provide fast and responsive customer care?

Self Service 275

Self Service Knowledge Base e-support Policies 275

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Social Media Government 98

Vonage

JANUARY 5, 2017

In the age of social media, smartphones and self-service, things are very different. Today’s customers are screen-addicted, hyper-connected and harder to please than ever. 1 Connect with omni-channel shoppers. . #1 1 Connect with omni-channel shoppers. 4 Be available 24/7. Share them below.

Omni-Channel 149

Omni-Channel Consumers Social Media Self Service 149

Bill Quiseng

OCTOBER 9, 2024

And when you CARE, each customer feels respected, appreciated, and valued. They are WOWED and happy, intent on returning repeatedly, spending more money, and raving to others on social media. QUI TAKEAWAY: Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours.

Customer Experience 173

Customer Experience Customer Service Social Media Loyalty 173

BlueOcean

JANUARY 22, 2019

Brands need to be comfortable rubbing some of their customers the wrong way, in favor of forging even stronger bonds with those who stick around. From social media, online chats, emails, and phone calls – they’ll be the ones inundated with concerned and hyper-vigilant consumers holding your company accountable at every turn.

Consumers 204

Consumers Trends Customer Experience Strategy 204

NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. It offers the precise insight you need to inform your comparison, and your future social media marketing efforts. Social Media Marketing Metrics. respond to crises.

Social Media 65

Social Media Report Survey Marketing 65

C3Centricity

JULY 8, 2020

Contact links or your full details must appear on the home page, including telephone numbers, email, postal and street addresses, and social media accounts. With the global nature of the internet, a customer has the right to know where you are based. Do you give your own customers a choice? Valuable content.

Engagement 279

Engagement Entertainment Customer Centricity Social Media 279

Bill Quiseng

JUNE 26, 2024

QUI TAKEAWAY: The best emotional value in your customers’ experience is in your personalized interactions with them, not their business transactions with you. When it comes to customer loyalty, don’t get inside their heads. Create an emotional connection. Don’t serve to satisfy your customers.

Customer Experience 173

Customer Experience Social Media Loyalty Customer Care 173

Comm100

JANUARY 13, 2022

Satisfactory support now means offering customers a full range of channels to let customers decide how they want to reach out to you in that moment – and the only efficient and cost-effective way to do this is with digital omnichannel technology. Identify what channels your customers want to use.

Omni-Channel 235

Omni-Channel Customer Experience Chatbots Knowledge Base 235