GetFeedback

DECEMBER 21, 2018

Only slightly more than 10% of consumers are willing to stay on the line for over five minutes for customer service. ( Genesys ). Faced with poor customer service, 20% of consumers would complain publicly via social media. ( New Voice Media ). New Voice Media ). New Voice Media ). Genesys ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

BirdEye

FEBRUARY 6, 2023

Social media and healthcare topics have significantly become intertwined. Across all major social media platforms, wellness, and healthcare topics have overtaken almost all conversations. According to a study by PatientsLikeMe, a growing number of people (11%) turn to social media for reliable healthcare information.

Social Media 19

Social Media Healthcare Marketing Multi-Channel 19

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. Better yet, this is based on the individual customer’s journey. 3 Problems They can Solve.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Comm100

OCTOBER 27, 2016

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. They include: Your communication to the customer.

Customer Expectations 100

Customer Expectations Tips Management Policies 100

Lumoa

JANUARY 9, 2018

In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. However, research shows most customers still value an emotional connection with the people fronting the organization. part 2] is here!

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Shopping online is more than just convenient – it’s the new normal.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Download This Guide to NPS for Beginners. using a 0-10 scale. It's simple.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Thematic

MARCH 20, 2025

Every day, customers leave a trail of feedback in online reviews, social media posts, and surveys. If businesses don’t proactively detect issues, they risk losing customers without realizing why. Group related complaints , making it easier to detect trends across reviews, surveys, and social media.

Analytics 62

Analytics Social Media Banking Analysis 62

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.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Thematic

FEBRUARY 24, 2025

Without an effective system for capturing and responding to feedback, businesses risk losing customers before they even have a chance to resolve their concerns. Customer reviews – Monitor online reviews to track trends in customer sentiment.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

InMoment XI

MAY 2, 2024

The benchmarks serve as a valuable tool for organizations looking to assess their reputational performance, set goals, make informed decisions, and drive continuous customer experience improvement. Customers expect you to respond to their reviews. Respond to Reviews Asking for reviews is important.

Retail 195

Retail Customer Retention Strategy Management 195

NICE inContact

OCTOBER 2, 2019

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. Download your free copy today. Interested in learning more?

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Thematic

OCTOBER 30, 2024

This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. What's inside: Easy-to-follow VoC strategies Tips for analyzing feedback Plus: Bonus VoC checklist Download your free copy today!

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

InMoment XI

JANUARY 2, 2023

CX managers first determine what a positive customer experience entails for their target clients, theorize and implement changes they believe will have the most impact, and use results to optimize each customer interaction. With new technology and social media, we have more ways than ever before of interacting with our customers.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Comm100

OCTOBER 25, 2017

Free Download] How to Deal with Difficult Customers over Live Chat. Knowing the types of difficult customers is the first step to serve them well. Download this white paper to learn how to prevent, deal with, and follow up on difficult customers. Download Now. Why Are Customers So Rude? Download Now.

Customers 398

Customers Customer Service Ecommerce eBook 398

Thematic

MARCH 26, 2025

." And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Customer feedback isn’t just limited to surveys. Social media comments – A raw and honest source of feedback shared in real time.

Feedback 62

Feedback Social Media Analysis Survey 62

C3Centricity

SEPTEMBER 3, 2018

Customers are complaining – a lot – about the way they are being treated. Acting promptly before the issue becomes a social media viral discussion is essential today and your complainers may even turn into advocates if delighted with the outcome. Are you living up to your customers’ expectations?

Customer Centricity 240

Customer Centricity How To Customer Satisfaction Social Media 240

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Comm100

AUGUST 5, 2020

On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk. Free Omnichannel Customer Engagement. Top 7 Customer Service Complaints.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Comm100

JANUARY 7, 2020

For 2019 we analyzed 56 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. As your customers get more and more comfortable chatting and co-browsing, they’ll start to engage with you on other channels including SMS and social media.

Data 146

Data Wait Times Chatbots Effort Score 146

C3Centricity

SEPTEMBER 16, 2019

Customers are complaining – a lot – about the way they are being treated. Acting promptly before the issue becomes a social media viral discussion is essential today. Customer service is confused with customer satisfaction. Are you living up to your customers’ expectations? Download Training Brochure.

Customer Centricity 184

Customer Centricity Measurement How To Customer Satisfaction 184

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. 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.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

Thematic

MARCH 18, 2025

Let’s be real—understanding your customers isn’t easy. They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. " That’s exactly why customer insights platforms are essential.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Comm100

APRIL 17, 2018

Apptentive (a mobile app developer) recently conducted some studies on customer feedback that involved more than 1000 customers from the U.S. The studies found out that 51% of customers expected to be asked directly for feedback from the company. How has customer feedback helped your business? Download Now.

Feedback 214

Feedback How To Roadmap Survey 214

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. The result?

Customer Insights 62

Customer Insights Data Analytics How To 62

Comm100

MARCH 4, 2021

Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021. Free Download: Live Chat Benchmark Report 2021. Download Now. Free Download: Live Chat Benchmark Report 2021.

Data 135

Data Omni-Channel Effort Score Report 135

Optimove

DECEMBER 11, 2024

Anything customers wear or use where others can see it provides you with free advertising. Especially with the power of influencers, TikTok and social media in general, the power of a constant visual reminder of your brand shouldnt be underestimated for its power to drive further customer engagement.

e-support 52

e-support Loyalty Programs Social Media Loyalty 52

Comm100

NOVEMBER 14, 2017

If you’re releasing a feature that will only bring rewards after hours of configuration, that’s subjecting your customers to an amount of grind that they likely won’t have perceived when they signed up in the first place. Do you listen to your customers? And this narrative spread like wildfire on social media.

Customer Experience 128

Customer Experience Social Media How To Video 128

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. This is known as multi-channel customer engagement and it’s the first step to great customer support – but it’s not enough. Customers expect quick responses and resolutions.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

Comm100

JUNE 13, 2018

Digital payment methods also help retailers address a more global, increasingly mobile customer base during the shopping season. Amazon has been pushing the boundaries of what is possible for e-commerce and changing customer expectations in the process. Manage Your Social Media. Download Now.

Tips 168

Tips Self Service e-support Social Media 168

Comm100

MAY 31, 2016

If your return policy has a lot of terms and conditions, create a test that your support staff must pass before assisting customers. According to research conducted by Steven Van Belleghem , a best-selling author, 70% of customers expect a self-service option from companies. Download Now. Personalized picks.

Retail 124

Retail Self Service How To Policies 124

Comm100

JULY 6, 2016

If your customer isn’t enjoying your product, or isn’t receiving it in the best way possible, the long-term success of your company could be in jeopardy. And customer expectations surrounding shipment are growing: 38% of European shoppers expect that their shipment will arrive the next day. Download Now.

Customer Satisfaction 156

Customer Satisfaction Survey Loyalty Social Media 156

DCX

JANUARY 28, 2025

And when there’s a gap between what you think they want and what they actually expect, that’s where dissatisfaction creeps in. The key is finding where your CX strategy and customer expectations don’t line up. Dive Into Feedback: Reviews, social media comments, and CSAT scores are goldmines.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

BirdEye

MARCH 17, 2023

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services.

Tips 98

Tips Social Media How To Analysis 98

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. This is known as multi-channel customer engagement and it’s the first step to great customer support – but it’s not enough. Download Now.

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

Comm100

MARCH 21, 2019

Now more than ever, customers are using social media to reach out to companies – especially where they need urgent help or advice, or they need to complain about a product or service. In fact, a huge 67% of consumers have used a company’s social media site to get customer service help. Download Now.

Social Media 100

Social Media Multi-Channel Self Service System 100