ShepHyken

NOVEMBER 15, 2016

Better Social Media Customer Care. Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. HelpSocial is the number one integration platform for customer care and social media. What is HelpSocial?

Social Media 122

Social Media 2014 Customer Care Innovation 122

Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. Social service organizations see a 5.6% YoY increase in customer retention.

Customer Service 115

Customer Service Social Media Multi-Channel Customer Care 115

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 61

Social Media Customer Service Strategies Customer Service Download 61

TechSee

DECEMBER 12, 2017

A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email. .

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. Customer Experience vs. Customer Engagement — A Distinction Without a Difference? –

Contact Center 126

Contact Center Document 2014 Customer Care 126

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care. Here are some tips on how you can do that.

Social Media 48

Social Media Customer Service 2014 2015 48

PeopleMetrics

OCTOBER 27, 2014

We’ve written about social media fails – remember Alton’s Comcast Disaster ? Supernatural is a television show about two brothers (Jensen Ackles and Jared Padalecki) fighting monsters, but ask any fans about the show’s social media influence, and they’ll point you to one man: Misha Collins. opens a lot of possibilities.

Social Media 102

Social Media Customer Experience 2014 Customer Care 102

ProProfs Chat

JANUARY 30, 2020

Mobile Customer Engagement. Impact of Customer Engagement On Sales. Personalized Customer Engagement. Impact of Customer Engagement. Future of Customer Engagement. Customer Engagement Through Social Media. Live Chat & Customer Engagement. Customer Engagement & Retention.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

CSM Magazine

DECEMBER 3, 2019

While being superseded by instant messaging and social media, daily e-mail still steadily grows and will reach more than 300 billion e-mails per day in 2020. Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Ievgen Sliusar.

Customer Care 52

Customer Care Competitive Advantage 2014 Definition 52

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Clarabridge

NOVEMBER 24, 2015

Although the holiday shopping period has become more spread out in recent years, Black Friday provides a window into how retailers are navigating these challenges and how taking a truly customer-centric approach can improve operations and drive revenue. Be willing to make changes—over time, or on the fly.

Feedback 40

Feedback Retail Social Media 2013 40

NetBase

SEPTEMBER 6, 2019

Bezos believes customers don’t often know what they want and it takes daring businesses to sort it out for them : For example, smart speaker Echo with voice assistant Alexa was released in 2014. At the time, Bezos says, a customer would not have even known to want an anything of the sort. “No No customer was asking for Echo.

Social Media 49

Social Media 2013 2014 Consumers 49

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. possibly in the world.”.

2020 132

2020 Customer Experience Magazine Consulting 132

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. Lessons from the Woman Who Built.

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

Martin Hill-Wilson

JUNE 8, 2015

Maybe there are enough captive customers who really cannot vote with their feet and so have to make do with what is on offer. In those sectors any temporary shame from social media criticism is judged a short term headache. Related Stories Social Customer Service: Talk Is Cheap, Action’s Much Tougher!

Multi-Channel 67

Multi-Channel 2015 Insurance 2003 67

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

2018 40

2018 Social Media 2014 B2C 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

2018 40

2018 Social Media 2014 B2C 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

2018 40

2018 Social Media 2014 B2C 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

2018 40

2018 Social Media 2014 B2C 40

Natalie Petouhof

APRIL 12, 2016

What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

2014 49

2014 Connections Leadership Customer Journey 49

Amity

OCTOBER 31, 2016

Because part of my role at Venture Accelerator Partners was to do our internal marketing, I would also regularly feature Uberflip content as part of our social media curation strategy. I think my first question to him might have been something like “what does Customer Success mean?

Customer Success 0

Customer Success Customers Definition Metrics 0

NetBase

SEPTEMBER 17, 2019

In 2014, then-CEO Emil Brolick maintained that the chain would not push into breakfast” as they had they’d found “it’s very difficult to enter that space today and commit the kind of marketing resources that we feel would be necessary to really entrench ourselves successfully,” Brolick said at the time. Customer care excellence.

2012 45

2012 2010 2014 Social Media 45

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. A survey of over 3,200 random customers revealed that an overwhelming 75% would likely share their negative experiences with friends and family. That’s a huge disparity.

NPS 78

NPS Customer Centricity Loyalty Presentation 78

Grade.us

JUNE 2, 2020

They provide the tools that allow you to automate review generation, monitor new reviews across the vast review site ecosystem, and share your best reviews on your website and with social media. Monitoring social media campaigns? Traject Social gives you A to Z coverage. Traject Data has you covered. Core products.

2020 47

2020 Management Net Promoter Score Multi-Channel 47

SmartKarrot

JANUARY 18, 2022

Founded in 2016 by Anant Bhat, Vinoth Kumar, and Yega Kumarappan, Paperflite offers UX-focused BI software designed to boost social media content performance. Found in 2014 by Mathew Joseph Elenjickal, Fourkites is among the fastest-growing logistics companies across the world. Paperflite.

2011 11

2011 E Commerce E-support 2008 11

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 Service 59

Customer Service Customer Experience Magazine Books 59

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 Service 52

Customer Service Customer Experience Magazine Books 52

Comm100

FEBRUARY 16, 2018

Mark Zuckerberg, the founder of the social media giant, explains that passively consuming information on social media can have negative health consequences for users, and that Facebook will be making the switch “from focusing on helping you find relevant content to helping you have more meaningful social interactions.”

2018 43

2018 2017 Customer Service Social Media 43

Bold360

NOVEMBER 21, 2016

. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Since our customers are mainly millennials, they communicate more through our social media platforms (Facebook, Instagram, Twitter, etc.) than by email or phone.

2016 111

2016 2017 Customer Experience Social Media 111