Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Think Outside the Big Three.

Social Media 138

Social Media Customer Service Marketing eBook 138

BlueOcean

JANUARY 22, 2019

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge.

Consumers 204

Consumers Trends Customer Experience Strategy 204

Comm100

SEPTEMBER 1, 2016

Social media. The ultimate double-edged sword of customer care. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. Bad Reviews Can Happen. The bottom line? Online reviews are powerful.

Social Media 139

Social Media Course Brands Customer Care 139

BlueOcean

JANUARY 6, 2020

As we close out the decade, we can safely make two sweeping statements: consumers have more channel options to reach a resolution than they did ten years ago, and we know a whole lot more about consumer behaviors than we did ten years ago. Organizations have rallied around the consumer call to action for brands to “Know Me.”

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

BlueOcean

OCTOBER 21, 2024

TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. If you’re ready to do the math, this formula can help you start to explore the cost of losing a customer.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

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

BlueOcean

JULY 5, 2016

If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? And the next obvious question is: how does social media impact our practices? The Facts About Social Customer Care. 60% of customers expect companies to respond within the hour.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

BlueOcean

FEBRUARY 27, 2018

If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Social Customer Care Cannot Be Ignored.

Omni-Channel 199

Omni-Channel Social Media Customer Service Contact Center 199

C3Centricity

OCTOBER 22, 2018

If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. But think again.

Healthcare 285

Healthcare Consumers Customer Service Company 285

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

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

Vonage

JANUARY 5, 2017

Less than 15 years ago, online shopping had yet to take off and your target consumers were happy to research and buy products at bricks and mortar stores. 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.

Omni-Channel 149

Omni-Channel Consumers Social Media Self Service 149

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Lumoa

MARCH 9, 2023

Customer empathy is at the heart of Lush’s approach to building trust with its customers. By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns. Buffer prioritizes customer empathy in their approach to customer service.

Customer Experience 397

Customer Experience Social Media Customers Video 397

C3Centricity

AUGUST 4, 2020

Social media usually guarantees a quick response whereas contacting customer services through the usual channels often results in nothing. Social media usually guarantees a quick response whereas contacting customer services through the usual channels often results in nothing.

Customer Service 271

Customer Service Social Media Customer Service Representative Self Service 271

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.

Social Media 104

Social Media Analytics Net Promoter Score Analysis 104

BlueOcean

OCTOBER 4, 2023

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. The impact of bilingual support on the customer experience cannot be understated. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

C3Centricity

AUGUST 17, 2020

This is no longer possible as customers are sharing their experiences of companies and brands far more than just six months ago. According to the latest global statistics, social media usage saw an increase of 21 per cent, and news consumption has risen by 36 per cent. RightNow Customer Experience Impact Report.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

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. WHAT IS SOCIAL MEDIA ANALYTICS? But which tools are “right?”

Social Media 99

Social Media Analytics Tools Marketing 99

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

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to. Overlooking it might spell your downfall.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to. Overlooking it might spell your downfall.

Tips 195

Tips Management Social Media Hotels 195

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 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. WHAT IS SOCIAL MEDIA ANALYTICS? But which tools are “right?”

Social Media 85

Social Media Analytics Tools Marketing 85

ShepHyken

AUGUST 13, 2021

He writes about how successful, global brands use social media to deliver outstanding customer service experiences. Social media is a powerful tool that can encourage customers to acknowledge a job well done. Separate technical support from core marketing accounts.

Social Media 150

Social Media Customer Experience Management Chatbots 150

BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

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

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

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. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self Service 275

Self Service Knowledge Base e-support Policies 275

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more. The best omnichannel customer service. The key benefits of omnichannel customer service.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246

Second to None

MARCH 2, 2021

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. You can, and should, use the brand experience as a frontline tool to turning consumers into customers — and loyal ones. How Do Consumers “Experience” a Brand? Social media .

Consumers 109

Consumers Brands Customer Experience Social Media 109

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

BlueOcean

MAY 23, 2017

Today’s self-serve or Tier 0 customer service is heavily focused on customer satisfaction, and as a result, the technology has become increasingly elegant, better integrated, and – most importantly – more user-friendly. From there, they will turn to social media, FAQs, public forums, and live chat before they pick up the phone.

Omni-Channel 228

Omni-Channel Customer Service Customer Journeys Call Center 228

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers.

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

Fox Metrics

NOVEMBER 19, 2020

Imagine engaging in social media marketing without measuring any of it. Social Media analytics is fundamental to your marketing success. With the FoxMetrics social media analytics tool , you’ll get insights on what to expect, how to act, and the right decisions to make for social media.

Social Media 59

Social Media Analytics Metrics Tools 59

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Customers are connected.

Consumers 102

Consumers Technology Chief Customer Officer Social Media 102

Comm100

JANUARY 13, 2022

The CX playing field has changed considerably for customer service teams in the past 5 years – but this hasn’t been driven by the organizations themselves. Instead, consumer expectation has pulled and pushed brands to raise their customer service game in order to match the experience they receive from other industries.

Omni-Channel 222

Omni-Channel Customer Experience Chatbots Knowledge Base 222