Optimove

OCTOBER 14, 2024

By October, over half of consumers expect to feel overwhelmed by brand messaging, putting retailers at risk of losing attention. This number is expected to climb to 81% by December, putting retailers at risk of losing consumer engagement just as the holiday season peaks.

Consumers 59

Consumers Marketing eBook Omni-Channel 59

BirdEye

DECEMBER 14, 2022

Social media has completely changed the way businesses can grow. If you’re looking to improve engagement and increase your brand awareness, you’ll need to know which types of social media content appeal most to your followers. Electronic books (eBooks) 10. Social media content categories.

Social Media 98

Social Media eBook Infographics Entertainment 98

Uniphore

JUNE 16, 2021

Agents are forced to consume extensive repositories of knowledge in extremely short periods of time and try their best to retain relevant insights for just the right customer interaction. What Your Call Center Agents Rant About on Social Media. Read on to learn why. Your Knowledge Base is Hurting Your Agents. Register Now.

Contact Center 204

Contact Center Training Call Center How To 204

NICE inContact

OCTOBER 2, 2019

Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. 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.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Comm100

AUGUST 5, 2020

For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. Angry customers can even turn to social media to flame brands, harming the company’s image and impacting your bottom line. For example, canned messages and keyboard shortcuts reduce the time-consuming work of crafting every response.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

BlueOcean

FEBRUARY 7, 2019

Today’s consumers and their shifting expectations have turned that perspective on its head. Consider that today’s consumers are loyal to the brands that personalize the experience, are instantly responsive to their needs, and are authentic in the way they deliver service. But where do we start? One Metric to Rule Them All.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

C3Centricity

MARCH 18, 2020

I don’t mean just their demographics, but what, where and how they use or consume your brand and the category in which you are competing. It means understanding the what, where and how they use or consume your brand and the category in which you are competing. Borders bookstores who didn’t get into eBooks.

Marketing 240

Marketing Advertising Brands Consumers 240

Alida

MARCH 10, 2016

The following is an excerpt from The Enterprise Guide to Customer Intelligence , an ebook that explores the different tactics companies use to gain a deeper understanding of the customer. Get your copy of the ebook to learn more. The balance of power has shifted from companies to their customers. Those voices have an impact.

Sales 172

Sales eBook Study Social Media 172

Comm100

JUNE 13, 2018

While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 12.2 Wallet, and even Bitcoin have been attractive to consumers – particularly Millennials, the generation with the fastest growing spending power.

Tips 185

Tips Self Service e-support Social Media 185

InMoment XI

OCTOBER 3, 2024

79% of consumers say that loyalty programs caused them to purchase from an organization more frequently. Personalize Customer Experiences Did you know that 71% of consumers expect a personalized customer experience? Furthermore, 78% of consumers are likely to repurchase from an organization that personalizes their customer experience.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Lithium

MAY 28, 2020

With 44% of global consumers spending more time on social media due to COVID-19, there’s no better time to take a look at optimizing your social media marketing funnel. We recently released a three-part ebook series called the Social Media Trilogy to help.

Social Media 52

Social Media Engagement eBook Metrics 52

C3Centricity

JULY 20, 2020

5 Not living up to your promises: In today’s connected world, false or exaggerated promises are quickly identified and shared on social media. Secrets to Brand Building eBook 50% discount with code Summer50 in July. Get into the habit of speaking with consumers at every chance you can. And never give up!

Innovation 331

Innovation Leadership How To Marketing 331

InMoment XI

APRIL 3, 2024

It sets the tone for the entire company/consumer relationship. The digital customer experience has become an essential part of the way that consumers navigate the marketplace. It is common for consumers to switch channels multiple times throughout the course of an interaction. Why is Digital Customer Experience Important?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Comm100

FEBRUARY 7, 2018

Additional Considerations for Social Media Software. Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the CRM software vendor have social media and email integrations? Getting to Know the Vendor.

Software 131

Software Customer Engagement Engagement Social Media 131

Comm100

OCTOBER 8, 2016

But 68% of consumers will not go back to a provider once they’ve left, and 80% of them believe the company could have done more to retain their business in the first place. Newsletters, texts, and social media updates can help keep inform your customers about your latest blog posts. Increase your social media presence.

Customer Retention 163

Customer Retention Loyalty Strategy Loyalty Programs 163

Comm100

MAY 10, 2018

According to the White House Office of Consumer Affairs, for every customer who bothers to complain, 26 customers remain silent. 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.

Customers 229

Customers eBook Policies Customer Service Training 229

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

Uniphore

NOVEMBER 16, 2021

More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Get the eBook Learn more about how your company can use conversational AI to transform the banking customer and agent experience, drive customer satisfaction, and generate greater loyalty and revenue.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

ShepHyken

MARCH 13, 2017

47 Social Media Statistics to Bookmark for 2017 by Alex York. Sprout Social) Right when you think you’re getting a grasp on your demographics, buyer habits and trends on social media, something new changes and turns your data into old news. 89% of social media messages to brands go ignored.

Social Media 93

Social Media Customer Service Infographics Retail 93

NetBase

FEBRUARY 18, 2019

Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. If so, it’s good to know how this influencer marketing game really works and our Complete Guide to Influencer Marketing eBook is an excellent place to start! Are they correct?

eBook 55

eBook Marketing Comparison Analysis 55

C3Centricity

OCTOBER 16, 2019

If you are struggling to develop insights that will truly resonate with your consumers or customers, then I suggest you follow these eight tips that I shared with my client’s marketing and insight teams last month. It must become a daily habit, so you are seen as the true voice of the customer / consumer internally.

Marketing 174

Marketing Customer Centricity Consumers Groups 174

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

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. What about feedback via social media networks? 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

SEPTEMBER 10, 2020

Research shows that 91% of consumers use email daily. Be everywhere your customers want you to be, whenever they want with Live Chat, Email, Social Media, SMS & Knowledge Base – for free! An omnichannel platform with ticketing presents the options of live chat, social media, SMS, and email simultaneously.

Omni-Channel 130

Omni-Channel Social Media System Report 130

Comm100

SEPTEMBER 10, 2020

Research shows that 91% of consumers use email daily. Be everywhere your customers want you to be, whenever they want with Live Chat, Email, Social Media, SMS & Knowledge Base – for free! An omnichannel platform with ticketing presents the options of live chat, social media, SMS, and email simultaneously.

Omni-Channel 130

Omni-Channel Social Media System Report 130

Vonage

OCTOBER 22, 2015

Social media. With more consumers turning to channels such as Facebook to complain about poor customer service, social media is a technology that has caused contact centers a great deal of concern. Gamification. Many employee gamification programs focus on the ‘employee of the month’. Video and vines.

Technology 120

Technology Customer Service Gamification Wireless 120

TechSee

DECEMBER 17, 2019

And with disruptors entering the market – not to mention Accenture reporting that 77% of consumers are no longer loyal to any particular brand – the more established utility companies must work harder than ever to retain their customer bases. Utilities must reduce customer effort. Establish trust and Communication. Next steps.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage eBook 136

Lithium

DECEMBER 21, 2020

With 44% of global consumers spending more time on social media due to COVID-19, there’s no better time to take a look at optimizing your social media marketing funnel. We recently released a three-part ebook series called the Social Media Trilogy to help.

Social Media 40

Social Media Engagement eBook Metrics 40

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. And even if some agents go through the time-consuming effort to find all the relevant information, many simply won’t. The next point explains why. Download Now.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

C3Centricity

AUGUST 9, 2015

A third way for you to make these less direct connections is by following social media discussions. There have been many infamous embarrassments caused by under-qualified people responding to heated customer conversations on social media. It is also available on Amazon , Barnes and Noble , iBook and all good bookstores.

Connections 120

Connections Social Media Retail Exercises 120

Influitive

OCTOBER 28, 2015

B2B customers tend to be very informed about the products and services they use— more so than in their lives as consumers. And both are easily nurtured and spread through social media channels. A 2015 B2B Buyer’s Survey report found that 75% of buyers rely on social media to research potential vendors.

B2B 89

B2B Marketing Social Media eBook 89

NetBase

SEPTEMBER 14, 2018

Our new eBook The Art of Possible: Using Social Media Analytics to Develop Data-Driven Agency Pitches has all the answers. For this part of your analysis, focus your efforts on competitive context and threats, and unmet needs and consumer desires. Analyzing Social Trends As The NFL Season Starts [INFOGRAPHIC].

Social Media 46

Social Media Analytics Analysis Infographics 46

Comm100

DECEMBER 8, 2020

69% of consumers shop more with retailers that offer consistently positive online and offline customer service. 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.

Chatbots 170

Chatbots Customer Satisfaction Customer Service Representative Social Media 170

Beyond Philosophy

DECEMBER 23, 2014

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. All attendees will receive a discount code for 50% off the eBook.

CEM 98

CEM eBook Social Media Customer Centricity 98

BirdEye

MAY 11, 2023

Harness the power of social media 57% of your potential home buyers are known to use social media to find real estate related information. It is important for mortgage businesses to find and connect with customers on their preferred social networks.

Social Media 98

Social Media How To Return on Investment ROI 98

Comm100

FEBRUARY 25, 2021

Remote accessibility to essential services like healthcare is a top priority amongst patients and consumers, with more people listing ease of access and convenience ahead of quality of care. . Gathering patient information is a time-consuming act that eats up at healthcare companies’ resources. Use AI as a virtual triage .

Healthcare 130

Healthcare Customer Service Omni-Channel Multi-Channel 130