Customers Rock!

JANUARY 18, 2010

2010 may just be the year that companies start to focus on their customers and serving them well. I am hearing more and more that “Customer Service is the New Marketing&# from smart folks in the social media space (including in the above post from Frank Eliason ). Those who are not will fall behind in 2010.

2010 64

2010 Customer Service Social Media Customer Service Representative 64

BirdEye

NOVEMBER 23, 2022

After its founding in 2010, the app quickly became a place for people to promote their small business especially. Instagram is currently the third most popular social media channel, just after Facebook and Whatsapp. What is Instagram marketing? Many remember Instagram as a photo-sharing app. Paid Instagram content marketing.

Marketing 98

Marketing Social Media Advertising Retail 98

CSM Magazine

DECEMBER 5, 2017

Unlike their predecessors, who use the internet mainly to source information, the research found that 86 percent of Gen Z rely on the internet primarily for social media and entertainment, demonstrating a marked shift from “inform me” to “entertain me.” The Digital Experience Is The Human Experience. WPEngine.com.

Entertainment 40

Entertainment Social Media 2010 Presentation 40

SurveySensum

SEPTEMBER 18, 2024

The word “omnichannel” is a reference to the many channels customers use to interact with the brand at any point of their customer journey , be it in-store, online, or social media, all the while not losing that positive experience at any channel. However, the real question is are you there to meet them at all these channels?

Omnichannel 52

Omnichannel Customer Experience Social Media Touchpoint 52

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights.

B2B 59

B2B Brands Social Media Wireless 59

Team Support

JANUARY 9, 2024

Mid-2000s: Social Media Support & Help Desk Software At the start of the new millennium, social media platforms like Facebook began to emerge. Companies began using Facebook for marketing and promotion shortly after the platform expanded beyond college students and was opened to the general public in September 2006.

Technology 59

Technology Call Center Social Media 2007 59

Kayako

MARCH 21, 2022

Even worse, they can share their discontent with their local and social media networks. Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media.

Customer Service 117

Customer Service Social Media 2010 Competitive Advantage 117

Second to None

SEPTEMBER 25, 2018

In fact, as social media peels away the layers between your brand and the consumers you serve, there is more of a responsibility to ensure an honest brand experience. The connectivity between brands and consumers offered in the Internet age has integrated brands into the daily routine of our lives.

Consumers 109

Consumers Brands Social Media 2010 109

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights.

B2B 52

B2B Brands Social Media Wireless 52

CSM Magazine

FEBRUARY 28, 2023

This unique demographic encompasses both Gen Z, those born from the mid-1990s onwards, and Gen Alpha, those born from 2010 onwards. Aside from being able to respond quickly and efficiently, companies need to ensure that their customer service teams are able to speak the same language as Generation Zalphas and engage with them on social media.

Customer Service 52

Customer Service 2030 Social Media 2010 52

NetBase

JUNE 4, 2020

In this channel exploration, we’ll share consumer and market intelligence around: Pinterest’s latest ecommerce offering and why other social sites -and ecommerce contenders, need to worry. Social media truly becoming a one stop shop for consumers. 55% of online shoppers made a purchase via social media.

Social Media 70

Social Media 2010 Retail Consumers 70

customer sure

DECEMBER 6, 2023

Loyal customers are not only more likely to make repeat purchases, but they are also valuable brand ambassadors who can influence others through positive word-of-mouth, reviews and social media interaction. When you think about it, customer experience opportunities truly are everywhere. When they find it, they’re off.

2024 62

2024 Customer Experience Social Media Healthcare 62

Alida

JULY 28, 2016

By 2010, the term “big data” had entered the common lexicon. Social media platforms such as Twitter, LinkedIn, Facebook, Snapchat and Instagram are examples of the real-time datafication of customers’ lives. Big data is not just about digitizing existing information. The big drawback of big data.

2010 160

2010 Social Media 2016 2013 160

CSM Magazine

SEPTEMBER 21, 2020

Social Media Management and Monitoring. Today, having a social media presence is a must as it is the best way to reach new customers and set yourself apart from the competition. But how can you find enough time to manage all your social network accounts? Contract Management. Customer Relationship Management.

Social Media 97

Social Media 2025 Financial 2010 97

NetBase

JANUARY 28, 2020

NetBase, the industry leader in social media analytics, announced today it will merge with Quid, a leader in AI driven text analytics. NetBase is the award-winning social analytics platform that global companies use to run brands, build businesses, and connect with consumers every second. Learn more at netbase.com. ABOUT QUID.

Social Media 124

Social Media Airlines 2010 Leadership 124

Beyond Philosophy

SEPTEMBER 13, 2016

To summarize, stakeholders now expect more from social media, and are using it more, and more effectively, than ever before. Organizations will need to move past the fear of change and experimentation which social media represents to many C-suite executives. The fear, it must be acknowledged, is not baseless.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Alida

OCTOBER 2, 2017

Bennett’s industry expertise includes serving as a key advisor to the Mayo Clinic Social Media Network before its formal inception in 2010. As president and CEO of Ed Bennett Consulting, he provides expert guidance to both hospitals and vendors to help them get the most out of digital technologies.

Hospitality 100

Hospitality 2012 Social Media 2010 100

CloudCherry

JANUARY 22, 2020

Moreover, they provide an analysis engine that can incorporate all kinds of data: survey results, social media posts, and linking operational data.” [3]. For example, customer service chat tools, social media interactions, and reviews on third-party websites are all sources of customer feedback. Works Cited.

White Paper 243

White Paper Social Media Feedback 2019 243

Brad Cleveland Blog

JULY 28, 2015

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. According to VentureBeat, they handle around 10,000 queries a day.

Social Media 21

Social Media 2010 Airlines Interaction 21

Brandwatch CX

JANUARY 7, 2019

Instagram launched on October 6, 2010. The first ever photo was posted by Kevin Systrom (@kevin) on Jul 16, 2010 (above). Outside China, almost 50% of Instagram users conduct product research on social media. 32% of US teens list Instagram as their most important social network, more than any other social network.

2010 112

2010 2015 Social Media Advertising 112

Brad Cleveland Blog

JULY 28, 2015

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. According to VentureBeat, they handle around 10,000 queries a day.

Social Media 20

Social Media 2010 Airlines Interaction 20

ProProfs Chat

FEBRUARY 19, 2021

. ‘ The calculation technique has evolved over the years with version 1 released in 2010 and version 2 (CES 2.0) Range Scale of 1-7 : This scale arrived in 2013 after fine-tuning the 2010 edition. The 2010 scale didn’t capture a vast amount of responses. released in the year 2013.

Effort Score 52

Effort Score 2010 Multi-Channel 2013 52

ReviewTrackers

APRIL 18, 2022

A practice commonly referred to as “review-gating” (or, much more casually, “cherry-picking” reviews), it’s normally done by sending customers a feedback or survey form — be it through email, SMS, landing pages, or social media. In fact, since 2010, the average review has gotten 12 percent more positive. stars out of 5.

2010 132

2010 Hotels Social Media 2018 132

Retently

NOVEMBER 21, 2018

The idea was straightforward – Apple asked users to share photos they took with their iPhones on social media, using a designated hashtag. To do that, they started the Cisco Champions program , a community initiative that encouraged said advocates to talk about Cisco’s brand across their networks and social media channels.

Marketing 120

Marketing Social Media Events Net Promoter Score 120

ReviewTrackers

AUGUST 6, 2020

Alisa Meredith, Alisa Meredith and co-owner and chief strategist of Scalable Social Media : I would start with inbound and make sure to do the free content marketing course as well. The course aligned my mindset with how customers can and will use social media to communicate with a brand.

Marketing 114

Marketing Social Media Advertising Workshop 114

Kitewheel

JULY 2, 2020

In 2010, Harvard Business review completed a study of the 2008 recession and how it affected a number of companies. Social Media . Due to the stay at home orders, social distancing, and general worry, people have been online more than ever. The danger of cutting back on digital retail efforts.

Retail 52

Retail Social Media 2008 Consumers 52

Thematic

DECEMBER 9, 2022

Think surveys, posts on social media, online reviews and chat logs. This re-focus of strategy saved them as a brand and was an onramp to more CX innovation - which tripled their annual revenue in 2010. Retaining the customers you have and making sure they're happy becomes more important.

2008 71

2008 2010 Customer Satisfaction Fashion 71

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. Social media and phone self-service interactions were the only areas that did not gain momentum. 81% of respondents expect to put more focus on customer insights and analytics.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

Inbenta

NOVEMBER 13, 2017

The Inbenta Semantic Search Engine was first created in 2010 and was able to understand searcher intent and the contextual meaning behind customer’s searches rather than rely on keywords. Google added “personalized recognition” to Voice Search on its Android phones in 2010 as well as its Chrome browser in 2011.

2010 109

2010 E Commerce E-support 2011 109

C3Centricity

AUGUST 17, 2020

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. Another study summarised on Forbes and run across 30 markets globally, shows that engagement has increased 61% over normal social media usage rates.

Customer Centricity 117

Customer Centricity Social Media Poor Customer Service Airlines 117

Second to None

MARCH 22, 2019

Gen Zers, those born roughly from 1995-2010, are beginning to trickle into the workforce and become routine contributors in the economy. Utilizing a social media influencer’s pull is just as much about increasing brand recognition as it is about increasing sales.

Connections 75

Connections Brands 2008 Social Media 75

Second to None

FEBRUARY 14, 2018

Customers Will Contact You On Social Media. Companies have spent years trying to engage their customers on social media. According to ValueWalk, 63% of customers expect companies to offer support via social media, and 35% of customers prefer it over other channels. Now, customers want to engage back.

2018 63

2018 Social Media E Commerce E-support 63

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z.

Contact Center 55

Contact Center Management 2017 2010 55

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z.

Contact Center 54

Contact Center Management 2017 2010 54

CSM Magazine

JUNE 19, 2019

To highlight this point, Hubspot research identified that 80% of customers expect companies to respond to their social media posts within 24 hours, and 50% claim they would cease business with a company that fails to respond to a negative social media post.

Loyalty 69

Loyalty Customer Service Social Media 2010 69

Second to None

MARCH 22, 2019

Gen Zers, those born roughly from 1995-2010, are beginning to trickle into the workforce and become routine contributors in the economy. Utilizing a social media influencer’s pull is just as much about increasing brand recognition as it is about increasing sales.

Connections 63

Connections Brands 2008 Social Media 63

LiveChat

APRIL 19, 2016

Social media has become an essential ingredient of great customer service, but there are some aspects that are specific to certain businesses, and need to be adapted as such. Pick the Right Social Media Channel to Address Your Customers. Of course, the industry a company works in will affect the urgency of its response.

Social Media 50

Social Media Customer Service 2010 Document 50