Thematic

APRIL 3, 2025

Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful. Exponential growth in unstructured data (social media, emails, customer feedback). Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

Kayako

JULY 6, 2017

In The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the “Nordstrom” of Your Industry, Robert Spector breaks down all of the ways that Nordstrom sets itself apart, and provides guidance for how to tailor it to your own industry. The Customer Support Handbook. Books to develop yourself.

Self Service 93

Self Service Handbook Customer Service Culture 93

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Thematic

MARCH 26, 2025

Businesses can gain valuable insights from multiple sources—including support tickets, social media, and app store reviews. Social media comments – A raw and honest source of feedback shared in real time. Customer feedback isn’t just limited to surveys.

Feedback 62

Feedback Social Media Analysis Survey 62

Thematic

MARCH 18, 2025

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. Many businesses collect feedback from various sources—surveys, support tickets, social media, and reviews.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Thematic

MARCH 30, 2025

That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. Download NLP Generative AI Text Analytics Handbook Beyond NLP: How LLMs Transform Text Analytics Is your Text Analytics solution still relying on B-Grade NLP? The result?

Customer Insights 62

Customer Insights Data Analytics How To 62

Experience Investigators by 360Connext

JUNE 24, 2015

It’s more than a manifesto and detailed enough to be a handbook, so read on to see why you should pick it up ASAP! I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Pioneering the Role of CCO.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

inmoment

JUNE 22, 2020

Social Media. Companies should always dispense HR handbooks and related media as a matter of course, but it’s also a good idea to highlight those resources during this pandemic. Social Media. One business put social media to more uses than just creating company updates. HR Lifelines.

Employee Engagement 75

Employee Engagement Engagement Handbook Social Media 75

Comm100

NOVEMBER 14, 2017

Social Media Groups and Boards to Follow. A common misconception is that social media is only good for sharing cat pictures and political complaints, and while it IS good for both of these things, it is also a great place to have more targeted conversations with some exceptional thought leaders in your field.

Resources 135

Resources Customer Service Customer Service Training Course 135

Thematic

MARCH 20, 2025

Think about it—customer feedback comes from: Emails Chat transcripts Online reviews Social media comments Without AI-powered text analytics, you struggle to code qualitative data and make sense of them. Here’s how to start with text analytics in customer service: 1.

Analytics 62

Analytics Customer Service Analysis e-support 62

Kayako

OCTOBER 27, 2015

Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. You can show that your customer support has been properly planned and well executed, by investing in support, and continuing that investment daily, by consistently updating your self service and responding on social media. “If

Self Service 120

Self Service Handbook Social Media Customers 120

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. He has held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana – in customer experience, marketing, social media and customer service. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Alida

APRIL 28, 2016

RELATED: Read the Authenticity Handbook for real-world examples of companies that are building genuine trust with their customers and employees. . Technology has empowered today’s employees, who can now easily share their opinions and experiences on social media and on websites like Glassdoor. Engage with empowered employees.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

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. He has held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana – in customer experience, marketing, social media and customer service. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Thematic

OCTOBER 7, 2024

Gather feedback Collect insights from customers using various channels, such as surveys, interviews, social media, and online reviews. That could be through your website, customer service, social media, or in-store visits. What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

CSM Magazine

NOVEMBER 27, 2020

Engage with customers through social media. Though it can be quite dreadful, social media is inarguably exceptional for shaping communities when handled delicately. When they talk about you negatively , find ways to address their concerns and complaints ( Buffer.com has a handy handbook to help with this).

Customer Service 59

Customer Service Handbook Social Media How To 59

ShepHyken

NOVEMBER 21, 2016

The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Thematic

OCTOBER 8, 2024

This could include any data where your customers express an opinion about your business, such as surveys, online reviews , focus groups, and social media engagement. You can also supplement this data with online reviews or social media mentions to get a more holistic view of why customers leave or stay with your brand.

Analytics 62

Analytics Tools Feedback Handbook 62

Service Untitled

JANUARY 28, 2014

Employees are not automatically entitled to being paid if they can’t get to work, and those policies should be clearly explained in staffing contracts or the company handbook. Possibly Related Posts: The top remedies to quell ‘customer rage’ In the world of social media, where consumers publicly speak.

Airlines 64

Airlines Customer Service Handbook Transportation 64

Hallmark Business Connections

AUGUST 11, 2021

This thoughtful direct mail content also goes digital, as delighted pet owners are moved to share their experiences across social media channels. developed a printed Period Handbook for Dads in Sweden. Its response rate ranges from about five to nine times greater than that of email, paid search, or social media.”.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

SurveySparrow

NOVEMBER 1, 2021

Googling hr influencers on the internet will give you boatloads of advice and tips from experienced HR professionals in blogs, social media posts, videos, carousal, and whatnot. She has won innumerable social media-related awards, and from our perspective, she deserves them. Because there’s no fun reading without it!

Social Media 98

Social Media Tips Conference Leadership 98

Comm100

NOVEMBER 5, 2020

Internal documents – Employees should be able to search for relevant information from internal documents such as HR handbooks and training manuals (such as information about metrics and performance) in their internal knowledge base. What are your agents struggling to help your customers with?

Knowledge Base 130

Knowledge Base Omni-Channel Software Handbook 130

Survicate

MARCH 20, 2019

We took those phrases and made them part of our employee handbooks and marketing. We use their points of view, testimonials, [and] video interviews as marketing collaterals, and ask them to share that as well on their social media. “Largely good, some not so good. Run NPS surveys. “ We have a mantra.

Tips 85

Tips Customer Centricity Social Media Insurance 85

ProProfs Chat

JUNE 30, 2020

The Service Culture Handbook. This customer service culture handbook is a step-by-step guide for its readers to create a customer-focused culture in the company. The Customer Success Professional’s Handbook. Author: Jeff Toister. Goodreads Rating: 4.1/5. He helps customer service teams unlock their unimaginable potential.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Service Untitled

FEBRUARY 2, 2011

With the emphasis on social media, it’s perhaps even more important that customers feel as if they count. That enthusiasm most definitely carries over to clients, and happy employees can make “electric&# happen.

Culture 46

Culture Customer Service Handbook Social Media 46

CSM Magazine

JULY 21, 2020

Send new employees a welcome email a week or two before they begin with details of what to expect when they arrive, or login, along with mugs, T-shirts and other promotional accessories plus links to videos or a company handbook by way of introduction. In addition, use video to introduce other members of the team.

Gamification 52

Gamification Handbook Social Media Video 52

CSM Magazine

DECEMBER 21, 2022

They get a complete corporate overview, employee handbook, social media and blogging policy, if any, and compliance policy. They get ample amount of time to finish off the necessary paperwork and get done with all the tasks from their previous organization.

Handbook 52

Handbook Policies Culture Social Media 52

SurveySensum

JULY 14, 2020

She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. She led CX company-wide for 11 years at Applied Materials. She is now Chief Customer Officer at ClearAction Continuum. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

JUNE 11, 2021

Utilize LinkedIn and use photo/video to polish your social media presence. Exploring the Connection Between Customer Education & Customer Success co-starring Ruben Rabago, Chief Customer Officer at Intellum and author of “The Customer Success Professional’s Handbook” and Greg Rose, Chief Experience Officer at Intellum.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

ProProfs Chat

SEPTEMBER 20, 2019

To make customer service worse, British Airways replied something straight out of things that you should never say on “Twitter handbook” . Customers have to escalate the issue and resort to social media channels when they feel the brand does not take their request seriously by responding on time. .

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Helen Dewdney

FEBRUARY 21, 2016

Whilst I agree that for you to be covered by this law, you should follow maintenance guidelines in the handbook, you should be able to put the machine on like you would a washing machine and dishwasher when you are asleep or out of the house! 4) Do not waste your time ranting on social media.

Handbook 30

Handbook Social Media Transportation Guidelines 30

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. In a contact center, examples can be survey comments, email, social media posts, chat transcripts, call recordings, quite a lot of different types of data.

Data 59

Data Customer Service How To Contact Center 59

Magellan Solutions

DECEMBER 10, 2019

You may provide them with a handbook or give them a glimpse of what your company is like, yet it is always best to make people face it themselves. Some of the widely used social media sites today are Facebook, Instagram, and Twitter. It also helps make agents more productive through its automation and game mechanics.

Customer Service 98

Customer Service Contact Center Multi-Channel Social Media 98

SurveySparrow

JULY 12, 2020

Does your company have a social media policy? Handbook acknowledgment. The company should get a sign from the employees even when there are changes in the handbook so that there is ample proof to state that the employees were communicated about it. Social Media Policy.

Policies 52

Policies Management Handbook Guidelines 52

Kayako

SEPTEMBER 15, 2015

Crystal is an app that analyzes your writing style from everything you’ve written online – social media, blogs and so on – and draws up a seriously detailed personality profile. But the founders of Crystal say their “proprietary personality detection technology” is nothing to worry about. Crystal is impressively accurate.

Tools 120

Tools Infographics Handbook Effort Score 120

Service Untitled

JULY 15, 2010

The author also emphasized the importance of marketing to help create a successful business and touches upon social media including Facebook, Twitter, blogging, and of course, the company website. Great employees do the right things when you aren’t there.

Retail 40

Retail Handbook Training Financial 40