Comm100

OCTOBER 11, 2017

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?

Social Media 131

Social Media Customer Service Strategies Customer Service Strategy 131

Bill Quiseng

MAY 29, 2024

They may logically say that customer service is the frontline because they are front and center with customers. However, as customers, we emotionally feel we are doing battle with the customer service frontline. As customers, NOW is the time for our customer CARE Revolution! Well, no more.

Customer Care 158

Customer Care Contact Center Customer Service Representative Social Media 158

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.” A personal thank you note or small unexpected thank you gift goes a long way to sustaining referral behavior. Make it easy to make referrals.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

Russel Lolacher

DECEMBER 10, 2019

.” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. To get it right – REALLY right – serious and thoughtful conversations need to happen before a single account is acquired or a social handle is created.

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

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

JANUARY 6, 2020

This concept that the customer care experience should go beyond demographics and preferences and be completely tailored to any customer’s unique current circumstances pushes the limits of the traditional customer journey and relies on cutting-edge data technologies. Responsiveness Isn’t Just About Speed. Got 15 minutes?

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

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

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

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

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

BlueOcean

OCTOBER 6, 2020

This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy? What about feedback via social media networks? The post Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”? How do those NPS and CSAT scores look?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

NetBase

JULY 20, 2020

Social Media Analytics is often misunderstood, because the social media itself is misunderstood! Social media isn’t about brands. But they must remember one thing: Social media may provide your brand’s first and last impression, so both need to be good ones. What Is Social Analytics?

Social Media 104

Social Media Analytics Net Promoter Score Analysis 104

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

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

GetFeedback

DECEMBER 26, 2018

Respond to social media posts. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Customers are vocal over social media too.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

InMoment XI

NOVEMBER 14, 2024

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

Tools Social Media Customer Experience Analysis 195

BlueOcean

JANUARY 8, 2019

Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: • 37% of customers would change their supplier. • 28% would post a negative online review. • 26% would complain via social media. • 13% would tell friends/colleagues. • 10% would inform the media.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

Bill Quiseng

JANUARY 11, 2023

Through social media, people are talking about you whether you know it or not, like it or not. Customers who are dissatisfied with your service rant about their no class experience to others. They’re not just talking about you to their friends on social media. QUI QUOTE: Customer CARE is the New Marketing.

Customer Care 88

Customer Care Marketing Social Media Advertising 88

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.” A personal thank you note or small unexpected thank you gift goes a long way to sustaining referral behavior. Make it easy to make referrals.

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

ijgolding

JANUARY 22, 2018

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Please note, this article was written by Customer Contact Week.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

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. You can see the individual country breakdowns at Statista.

Strategy 293

Strategy Customer Centricity Social Media Analysis 293

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

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

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. Social media is a powerful tool that can encourage customers to acknowledge a job well done.

Social Media 154

Social Media Customer Experience Management Chatbots 154

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

Experience Investigators by 360Connext

OCTOBER 1, 2014

Email is one of the few fertile grounds you have left for building customer relationships. It’s a small window of time to allow your words to captivate them without the distractions of social media noise or the 10 tabs they have open in their browser. It’s a chance to show your brand at its finest. Jeannie Walters.

e-support 274

e-support Social Media Consulting Customers 274

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

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

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? To capitalize on those behaviors, you need to be able to perform customer behavior analysis. This data can help you identify high-value customers, track purchasing trends, and evaluate the success of certain promotions, packages, or discounts.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

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

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. Today’s customers are always on and always connected, which means they expect your business to be the same. 1 Connect with omni-channel shoppers.

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 174

Customer Experience Customer Service Social Media Loyalty 174

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 190

Customer Service Social Media Customer Service Representative Self Service 190