Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. Customers can reach out to you in a variety of ways — email, web, mobile, social media, live chat and phone call.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

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.

2016 118

2016 Article Social Media Net Promoter Score 118

ShepHyken

OCTOBER 30, 2017

4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. Marketing Land) Social media marketing isn’t just about winning followers. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels.

2017 24

2017 Article Social Media Customer Service 24

ShepHyken

APRIL 17, 2017

How to Drive Customer Loyalty Among Millennials by Timi Garai. Emarsys) Loyalty needs to be fun. This excellent article has several ways to drive loyalty with millennials. They want to identify with the brands they do business with, and treated right, they will share their experiences with others on social networks.

2017 79

2017 Article Social Media Customer Service 79

GetFeedback

NOVEMBER 20, 2018

It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. Think for a moment about all the companies you didn’t do business with because you heard complaints about them from a friend or on social media. .

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

Bold360

JANUARY 19, 2017

Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. We love her recent blog on what CX will look like in 2017. His area of expertise is customer loyalty.

2017 91

2017 Customer Experience Books Consulting 91

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

FEBRUARY 6, 2017

Jay Baer’s Top 3 Tips for Acing Customer Service in the Age of Social Media by Matt Hunkler. My Comment: My friend and colleague Jay Baer, author of Hug Your Haters, is an expert on social media and customer service. There is One Quality that Builds Loyalty and Trust by Renuka Rayasam . That is “warmth.”

2017 85

2017 Article Customer Service Social Media 85

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. It’s short and sweet and makes the case for why every type of business needs to be on Twitter (and any other social channel for that matter). 3 Tips for Successful Social Customer Service by Krysta Gahagen.

2017 84

2017 Article Customer Service Social Media 84

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. To learn more about why your customer service staff should engage with customers via social media, check out the following piece written by Ashley Cooksley, for AdWeek.

Social Media 69

Social Media Customer Service 2018 Brands 69

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? My Comment: One of the more powerful customer loyalty strategies a company (any company, not just retailers) can have is to be able to market to and add value to the customer through their mobile number. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion .

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. Social Media Today) Nearly half of all organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile. Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Airlines 81

Alida

JANUARY 13, 2017

If you’re a marketing leader with CX responsibility, it’s likely you need to focus your efforts to meet business expectations in 2017—and you need to do so fast. Here’s what six of them told us about how to improve CX in 2017. For example, by walking into a physical store, browsing a catalogue, visiting a website or using social media.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

ShepHyken

NOVEMBER 13, 2017

CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement. Salesforce CEO Marc Benioff: ‘Loyalty is dead.’ Benioff commented that “Loyalty is dead.” I’d say that “Loyalty as we know it is dead (or at least dying a slow death).”

2017 15

2017 Article Customer Service E Commerce 15

ShepHyken

MAY 22, 2017

was at the heart of driving employee loyalty and retention. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. The post 5 Top Customer Service Articles For the Week of May 22, 2017 appeared first on Shep Hyken. — caring, respect, appreciation and praise. Follow on Twitter: @Hyken.

2017 82

2017 Article Customer Service Airlines 82

Provide Support

OCTOBER 20, 2017

Social Media Customer Support Secrets. It is no longer a secret that social media channels are used for assisting customers on a daily basis. In fact, 90% of consumers surveyed by Social Sprout have used social media in some way to communicate with a brand. © 2003 - 2017 Provide Support LLC.

Social Media 65

Social Media 2003 2017 Loyalty 65

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. Social media ROI, loyalty and the customer experience by Chris Teso. Retail Customer Experience) Retail executives have begun to question the role of social media marketing. TeleTech) Memorable. Surprising.

2016 106

2016 Article Social Media Customer Service 106

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. This helps to ensure customer satisfaction and builds long-term customer loyalty. ” – Shep Hyken.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. Follow on Twitter: @Hyken.

2017 59

2017 Article Social Media Customer Service 59

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. Drive long-term loyalty? Customer-centricity has been proven to drive repeat business, increase customer loyalty and boost profits.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest.

2017 28

2017 Article Customer Service Loyalty Programs 28

Comm100

JULY 20, 2020

While many brands have implemented chatbots through live chat, it’s now becoming increasingly popular and easy to do so on social media too. First Things First, Why is it Important to Optimize Your Social Media Presence? Luckily, social media can work in your favor. Better Visitor Conversion Rates.

Social Media 56

Social Media Blog ROI Brands 56

ProProfs Chat

APRIL 16, 2020

What this inadvertently impacts is customer loyalty towards your brand. 3: Boosts Customer Loyalty. Amazon’s VP of International Marketplaces and Retail Eric Broussard stated a quarter of the global revenue generated by sellers on Amazon in 2017 came from cross-border sales. Let’s take a look at how you can make things right.

Loyalty 96

Loyalty Customer Service E-support E Commerce 96

ReviewTrackers

FEBRUARY 24, 2021

When you were applying to jobs right out of college, your advisor, family and friends may have told you to watch what you post on social media because you had to create a positive online brand reputation to get a job. Of course, the idea of reputation marketing is nothing new. Those emotional responses can be positive or a negative.

Brands 104

Brands Marketing Sports Social Media 104

Retently

MARCH 29, 2023

With 805 Supercharger stations in 2017, Tesla’s interactive map illustrated its plan to expand them over the next few years. So, I researched how exactly Tesla builds such incredible customer loyalty, and here’s what I found: 1. The charging time would only improve in later updates. They attach a deep emotional connection to the brand.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

ReviewTrackers

MAY 16, 2017

Learn About Customer Feedback at the NRA Show 2017. Restaurant, foodservice, and hospitality professionals will gather at the National Restaurant Association Show Saturday, May 20 through Tuesday, May 23, 2017 at the McCormick Place in Chicago, Illinois. “It was interesting because we felt we were doing pretty O.K. Saturday, May 20.

2017 17

2017 Hospitality Social Media Innovation 17

Beyond Philosophy

APRIL 18, 2017

Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years. And 58 percent of loyalty members don’t even use the programs they signed up for. For cosmetics and shoes, almost everyone did. Here’s Why.

Sales 124

Sales Loyalty Programs Consulting Loyalty 124

Customer Bliss

MAY 3, 2017

It’s one of the main reasons why we continue to see stories of service failures (and the resulting customer outrage that ensues) all over social media. Many companies hire, onboard, develop and manage service reps the same way they did 30 years ago. Customer satisfaction has been in a freefall for four years running.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Setting up this process for your social media customer support is not trivial, obviously.

Blog 77

Blog Social Media 2017 Healthcare 77

CloudCherry

JULY 18, 2018

And they’re right — a recent study by Forrester showed that organizations with a cross-team CX approach were nearly twice as likely to have exceeded their top 2017 business goals. Did you interact with the brand through their website, through their social media, through email, or through multiple channels?

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

ShepHyken

AUGUST 14, 2020

In 2017, insurance firm John Hancock offered Apple Watch to its life insurance policyholders at a discounted rate. The audience’s social media activity can help understand the type of content in high demand. Getting customers involved after posting relatable product content on social networking sites can be a good idea.

Customer Experience 100

Customer Experience Social Media Insurance Entertainment 100

ShepHyken

AUGUST 21, 2017

My Comment: This excellent article covers five important topics including loyalty, friction, anticipation, customization and engagement. So it is little wonder that many consumers have stopped bothering with old-fashioned phone numbers and are trying a different avenue: pinging companies via social media.

2017 19

2017 Article Customer Service Fashion 19

CSM Magazine

JULY 3, 2017

The survey commissioned by Yonder Digital Group canvassed the opinions of 1,000 consumers in January 2017, asking them if, and how they share their experiences with a company with their family or network. However, new research shows that customers are just as likely to share a positive experience as a negative one.

Social Media 81

Social Media Automotive Customer Service Representative 2017 81

Kustomer

AUGUST 11, 2022

They have access to customer reviews via social media, use self-service resources to educate themselves on products and services, and are well-versed on the web to find the information they need. When a customer service conversation occurs, agents are expected to support each person in a way that will drive loyalty and retention.

Customer Service 88

Customer Service Social Media Loyalty Competitive Advantage 88

ProProfs Chat

JULY 27, 2018

In other words, customer engagement is a strategy that involves building a long-term relationship between a company and its consumers with an aim to foster brand loyalty and awareness. Engaged customers demonstrate more loyalty and customer engagement, therefore, should be an important component of your overall marketing strategy.

Customer Engagement 93

Customer Engagement Engagement Marketing Social Media 93

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business.

2017 49

2017 Customer Experience Hotels Airlines 49