Remove Consumers Remove Customer Care Remove Social Media
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Delete, Ignore, Snub or Engage? How Mature Companies Should Tackle Negative Social Media Feedback Analyses

eglobalis

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Studies by Forrester reveal that unaddressed complaints on social media can increase customer churn by up to 15%.

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Social Listening Tools to Understand Customers & Improve Experiences

InMoment XI

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. You can think of it as your eyes and ears on social media with the information it provides. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Tools 195
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Social Media Customer Service: A How-to Guide for Boosting Satisfaction and Engagement

Brandwatch CX

Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. Social customer service costs around $1 per interaction , six times cheaper than phone support costs. Done right, socialmedia customer care will benefit both parties.

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The Power of Customer Behavior Analysis

InMoment XI

Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. To capitalize on those behaviors, you need to be able to perform customer behavior analysis. References HubSpot.

Analysis 195
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You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why

Comm100

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service?

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Up Where Expectations Soar: Customer Care in the Age of Entitlement

BlueOcean

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

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Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

BlueOcean

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