PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. 2) Unfiltered Truth One of my favorite examples comes from a hospitality client who discovered their AI-analyzed social media feedback painted a very different picture than their traditional surveys.

Telecommunications 110

Telecommunications Social Media Hospitality 2017 110

Joe Rawlinson

FEBRUARY 14, 2018

The power of social media among today’s consumers is no secret. billion global social media users , which equal roughly 37 percent market penetration, the opportunity for businesses to engage and connect with existing and new customers is vast and constantly growing. With over 2.8 Know Your Audience. Be Responsive.

Social Media 87

Social Media Customer Engagement Engagement 2017 87

ShepHyken

MARCH 13, 2017

47 Social Media Statistics to Bookmark for 2017 by Alex York. Sprout Social) Right when you think you’re getting a grasp on your demographics, buyer habits and trends on social media, something new changes and turns your data into old news. 89% of social media messages to brands go ignored.

2017 91

2017 Article Social Media Customer Service 91

Michelli Experience

MAY 1, 2018

Thanks to social media, many brands have softened their traditional media buys and have focused instead on influencing purchasers through a variety of strategies. The rise of social media influencers is well-chronicled. Favoring Social Media Influencers. Caveats of Social Media Influencers.

Social Media 74

Social Media Customer Experience Advertising 2017 74

Provide Support

SEPTEMBER 6, 2017

With over 2 billion Facebook users, +700 million Instagram users, and +300 million Twitter users, it’s no longer enough for brands to be merely present on social media. Today’s customers want their voices heard and problems resolved quickly and effortlessly whenever they reach out to brands on social media. Read more.

Social Media 70

Social Media 2003 Customer Service 2017 70

Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. The post Not To Be Missed: The Best Of 2017 appeared first on.

2017 119

2017 Net Promoter Score NPS 2018 119

Brandwatch CX

MARCH 7, 2023

We come across all sorts of interesting stats about social media sites and users, so we’ve collated the best of them in this bumper facts list. And it comes as a great fact sheet to give context to your social media marketing efforts. billion active social media users On average, people have 5.54

Social Media 98

Social Media 2014 2017 Advertising 98

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. This holds especially true today, when consumers are eager to validate their purchase decisions — and attempt to do so by using social media and real-time feedback from other consumers as their key resources. percent) and social media posts (10.8

2017 101

2017 Social Media Automotive Consumers 101

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

Alida

DECEMBER 15, 2016

For example, if you discover that within your dedicated readers group, there is a growing number of young professionals, your content marketing strategy for 2017 should include new ways to target them. After all, interesting content is one of the top reasons that people follow brands on social media.

Feedback 213

Feedback Marketing Social Media 2017 213

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

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. Customer service has never been more important.

2017 91

2017 Customer Experience Books Consulting 91

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

Kayako

JANUARY 5, 2017

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. businesses still can’t be contacted by social media, only 12.9%

2017 38

2017 Multi-Channel Loyalty Customer Service 38

ShepHyken

APRIL 17, 2017

My Comment: Many brands track social media posts to respond to complaints and customer support issues. The way Wendy’s, the restaurant chain, responded to a recent tweet is a perfect example of what happens when companies do social media the right way. Social media gives customers a loud voice and a huge platform.

2017 79

2017 Article Social Media Customer Service 79

GetFeedback

NOVEMBER 20, 2018

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. . Thanks to social media, review sites, and other forums, a negative customer experience can spread far and quickly.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

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. Follow on Twitter: @Hyken.

2017 85

2017 Article Customer Service Social Media 85

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

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

Customer Bliss

DECEMBER 29, 2016

We’ll be back with new episodes in early 2017. Pick a few to listen to before you go back to work in 2017. If you still don’t know how to use social media to work with customers, as a small example, you’re already behind. When chatbots replace social media managers, you’ll be further behind.

2016 0

2016 Chief Customer Officer Customer Experience Social Media 0

InMoment XI

OCTOBER 30, 2024

Review Monitoring & Response Automation The right CX platform should have features to monitor customer reviews across platforms such as Google, Yelp, or social media. McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. The post Artificial Intelligence in 2017: the Next Step for Enterprises? appeared first on Avaya Connected Blog.

2017 76

2017 Social Media Technology Events 76

ShepHyken

AUGUST 7, 2017

How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. Social Media Explorer) Social media listening is one of the most important b2b trends that businesses, especially the ecommerce space, has seen in recent years. No doubt that social media is about interaction.

2017 17

2017 Article Customer Service Social Media 17

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

Experience Investigators by 360Connext

OCTOBER 4, 2017

Jeannie Walters (@jeanniecw) October 4, 2017. ” Or “Our customer complaints on social media went up.25%! CX Investigators (@360Connext) October 4, 2017. RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! cxday #custexp pic.twitter.com/cxdCaGEpzn. 25% this month.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

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

ShepHyken

MARCH 20, 2017

As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Social care is not just “customer service on social media.” The post 5 Top Customer Service Articles For the Week of March 20, 2017 appeared first on Shep Hyken. Done the right way, you can create a good relationship.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

MAY 22, 2017

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. This article touches on how losing the human touch can be bad for business. Follow on Twitter: @Hyken.

2017 82

2017 Article Customer Service Airlines 82

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

JANUARY 2, 2017

Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. My Comment: Social media customer care is something that too many companies ignore – or don’t pay close enough attention to. When a customer posts a message on any social channel, the company must respond.

2017 76

2017 Article Customer Service 2016 76

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

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. It’s all about your people. And it’s also about…your people. Connecting the dots of customer experience.

Airlines 152

Airlines 2017 Metrics Social Media 152

Win the Customer

FEBRUARY 9, 2015

Although it may seem as though social has made email obsolete, the number of email accounts is expected to increase from over 3.9 billion by the end of 2017. With the growth of social media over recent years, it’s understandable that many businesses have started to pour their resources […].

2013 139

2013 Social Media 2017 Management 139

ShepHyken

NOVEMBER 13, 2017

Forbes India) According to research, 30 percent of social media users prefer customer service over the online medium rather than traditional service. The post 5 Top Customer Service Articles For the Week of November 13, 2017 appeared first on Shep Hyken. They are here to stay – until something better comes along.

2017 15

2017 Article Customer Service E Commerce 15

ShepHyken

MARCH 6, 2017

Complain on social media? The post 5 Top Customer Service Articles For the Week of March 6, 2017 appeared first on Shep Hyken. (New York Times) What is the most efficient and least painful path to get good customer service? Call the company’s toll-free number? Chat online? Send an email? Follow on Twitter: @Hyken.

2017 83

2017 Article Customer Service Social Media 83

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

ShepHyken

SEPTEMBER 25, 2017

There’s No Room for Hate in Social Media or Customer Service by Dan Gingiss. Winning at Social) The word “haters” wasn’t particularly common in the English lexicon until the late 1990s, and “haters gonna hate” first appeared in the lyrics of an R&B song in the year 2000. Who doesn’t want to double revenue?!).

2017 74

2017 Article Customer Service Social Media 74