InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. 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.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. 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.

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

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

Opinionator

JANUARY 8, 2021

The power of ROI (return on investment) is undeniable when measuring customer experience. Even a small increase in positive customer experience (CX) can propel your revenue to new heights, increasing company profits considerably. A high ROI ratio is what companies look for. What is Customer Experience? Advertising.

ROI 98

ROI Customer Experience How To Effort Score 98

C3Centricity

SEPTEMBER 3, 2018

My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Adding value to a company also increases the ROI of its marketing investments. Luckily, what’s good for the customer is good for business. By your customer care, that’s how.

Customer Centricity 240

Customer Centricity How To Customer Satisfaction Social Media 240

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

NetBase

AUGUST 17, 2020

Many marketers are relying on advanced social media analytics intel combined with powerful social media listening capabilities to inform strategy. We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. Global Marketers Share Social Media Analytics Understanding.

Social Media 56

Social Media Survey Marketing Analytics 56

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

NetBase

OCTOBER 8, 2019

Every brand could stand to do better on social – and not just from a social marketing standpoint. Each company can be found somewhere on the social media maturity spectrum and its sophistication (or lack thereof) comes with different challenges and opportunities. Social media continues to grow in importance.

Social Media 57

Social Media Marketing Report Brands 57

NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. AI analytics offers brands the precise insight they need to inform campaigns and competitor comparisons, and future social media marketing efforts too. Customer care. And which provide the best ROI? And they’re right.

Social Media 53

Social Media Report Survey Marketing 53

Comm100

NOVEMBER 13, 2022

Today’s consumers are no longer satisfied with organizations offering just one or two customer service channels. They now want to reach out to brands on a variety of channels depending on what suits them in that moment – whether that’s live chat, email, social media or even SMS.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. Google is my best friend!

Customer Centricity 184

Customer Centricity Measurement How To Customer Satisfaction 184

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 youre 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

Comm100

DECEMBER 11, 2017

Live chat is especially popular among online retailers who don’t want to let customers slip away if they’re the least bit interested. Some providers allow co-browsing, where the customer care agent takes temporary control over the user’s browser and provides technical troubleshooting or directs them to pages where they will find resources.

Customer Experience 130

Customer Experience Social Media Self Service Multi-Channel 130

Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. Covering customer-facing applications that deliver amazing customer experiences.

Social Media 40

Social Media Self Service Engagement Case Study 40

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. How to Calculate Social Customer Care ROI.

ROI 45

ROI Social Media Airlines Customer Service 45

BlueOcean

DECEMBER 13, 2022

In other words, a loyalty program (and loyalty in general) is inextricably tied to your customer experience and, therefore, to your customer care program. When your loyalty program members do reach for the phone/email/chat tool/social media to get help, it is critical to shift away from a transactional mindset.

Loyalty Programs 177

Loyalty Programs Loyalty Rewards Programs Social Media 177

Comm100

SEPTEMBER 6, 2022

But exactly how many live chat agents do you need to hire to provide the happily-ever-after customer service that you dream of? Agents taking care of a high number of chats per month is not a problem, unless it impacts on the quality of customer care.

Guidelines 246

Guidelines Customer Satisfaction Report Average Handle Time 246

CSM Magazine

JUNE 11, 2019

Social media is ingrained in the global population. billion and in the UK alone there are 45 million social media users. Of these, 39 million are mobile social media users. Historically, companies have used social media for building brand awareness and marketing. Social media for efficiency.

Social Media 40

Social Media Virtual Agent ROI Analytics 40

Lithium

SEPTEMBER 21, 2022

Customer care is convoluted at the best of times. While the customer can use your product or service wrong once, your customer care system has to be right every time. A few years ago, a Khoros customer found truly stunning success while using the Care platform, even when the odds were stacked against them.

ROI 52

ROI Social Media Customer Care System 52

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Here are the radical changes I believe will be VoC of the future: (1) Let customers and employees give you feedback anytime , anywhere, any way. 5) Empower yourself.

ROI 54

ROI Feedback Survey Financial 54

Lithium

JULY 7, 2022

Ask any digital marketer, social media manager, or even the garage band blogger about increasing web traffic, and you'll hear those three sacred letters; SEO. It could be people sharing your website or getting referred from social media or other services. ROI's of high SEO scores on communities.

Social Media 98

Social Media ROI Sales Brands 98

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 40

ROI Report Self Service Customer Service 40

Opinionator

JANUARY 8, 2021

The ROI (return on investment) of customer experience for a business is undeniably high. In fact we have previously said that ‘ Customer Experience is Everything ‘ Even a small increase in positive customer experience (CX) can propel revenue to new heights, increasing company profits considerably. Advertising.

ROI 52

ROI Customer Experience How To Customer Journeys 52

C3Centricity

AUGUST 15, 2016

As a customer centricity champion, just like you, I spend a lot of my time researching the topic. I’m always trying to understand exactly what customers want. My regular searches include customer service, customer satisfaction, customer care and similar areas. By your customer care, that’s how.

Customer Centricity 120

Customer Centricity Infographics Customer Satisfaction Trends 120

transcosmos Information Systems

MAY 31, 2018

Today, 45% of consumers prefer a combination of online, mobile, and in-store shopping, so make sure that you are discoverable across all channels to give you the most ROI and opportunities to convert at every avenue. Decide which customer segments you to focus on for a personalized experience. Invest in customer care service.

Omni-Channel 83

Omni-Channel e-support Strategy Multi-Channel 83

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Here’s what it means and how to put it to work.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

DCX

JANUARY 28, 2025

Here are a few reasons things might not click: You’re Focused on the Wrong Thing: Your team prioritizes speed and convenience, but customers care more about feeling heard and valued. Dive Into Feedback: Reviews, social media comments, and CSAT scores are goldmines. Highlight their potential benefits and ROI."

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Lithium

SEPTEMBER 7, 2022

Digital customer care can meet and exceed your original ROI projects in several ways. However, poorly implementing a digital Care system can cost hundreds of thousands of dollars annually in wasted time and low NPS scores. A number of companies will want to put a bot on public social media channels.

ROI 52

ROI Social Media Effort Score Chatbots 52

Lithium

AUGUST 3, 2022

Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. Today with the widespread use of various social media, this task is even more challenging. Many executives today struggle to see the value and the ROI of sinking time and resources into marketing.

ROI 52

ROI Marketing Social Media Advertising 52

ProProfs Chat

MARCH 13, 2020

The system connects the experiences across the channels, facilitating a completely seamless customer experience. . Omnichannel support connects all the communication channels, including ticketing systems, social media, live chat, etc. Hence to the customer, every channel would seem separate.

Omni-Channel 110

Omni-Channel Customer Engagement Engagement e-support 110

Lithium

DECEMBER 28, 2020

So how can your brand stand out in the areas your customers care about? For example, 88% of brands think they are engaging with customers at every point of need, but only 15% of customers say they regularly see brands engaging with them. Paid and organic social media are better together. Yes, numbers.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

Brandwatch CX

FEBRUARY 3, 2019

A large part of a successful social media strategy involves monitoring metrics and analyzing the performance of your posts. Some of these tools offer analytics for multiple social media sites, which makes sense when 91% of brands have multiple social accounts. As Facebook is the largest network with 1.55

Analytics 89

Analytics Tools Social Media Analysis 89

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. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147