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. One moment.

2017 24

2017 Article Social Media Customer Service 24

Oracle

OCTOBER 2, 2019

One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. Here are 5 examples of CX technologies retailers can use to encourage customers to buy on their sites and nurture customer loyalty. Visual search.

Technology 87

Technology Social Media Fashion Retail 87

Alida

SEPTEMBER 22, 2016

According to Vanderbilt, social media and our sharing economy have transformed how people’s tastes are influenced by others. LinkedIn, one of the world’s biggest social media networks, uses feedback from its five insight communities to validate findings from big and small data. Amanda White (@iamAMLW) September 20, 2016.

2016 267

2016 Innovation Marketing Insights 267

Avaya

SEPTEMBER 30, 2016

Next week is IP Expo, one of the UK’s main business technology events. One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs.

2017 76

2017 Social Media Technology Events 76

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

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 86

2017 Article Customer Service Social Media 86

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

MAY 22, 2017

BusinessMatters) As business technologies continue to become more wide spread and sophisticated, company owners are increasingly looking for opportunities to implement new systems that can streamline processes, improve customer experiences and save costs. My Comment: Technology is changing the way we deliver customer service and support.

2017 83

2017 Article Customer Service Airlines 83

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. Luckily, with the right mixture of technology and human touch, customer service doesn’t have to be hard. Shep Hyken.

Blog 99

Blog Technology Customer Service Management 99

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. The marriage of technology and humanity is here to stay. It’s all about your people.

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

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. Digital Customers Less Loyal by Tanya Gazdik. Follow on Twitter: @Hyken.

2017 82

2017 Article Customer Service Airlines 82

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso. TeleTech) Memorable.

2016 110

2016 Article Social Media Customer Service 110

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

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. It rolled out remote customer assistance technology, powered by AI and AR, that allows agents to see exactly what the customer sees.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

MARCH 6, 2017

Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps. Complain on social media? The post 5 Top Customer Service Articles For the Week of March 6, 2017 appeared first on Shep Hyken. Call the company’s toll-free number? Chat online?

2017 83

2017 Article Customer Service Social Media 83

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) If you think back (even as recently as 10 years ago), organizations didn’t use much marketing technology in order to achieve their objectives.

Technology 74

Technology Marketing 2017 Social Media 74

ShepHyken

SEPTEMBER 25, 2017

According to Boston Consulting Group (BCG), B2B spending on Internet of Things (IoT) technologies, apps and solutions will reach $267B by 2020. There’s No Room for Hate in Social Media or Customer Service by Dan Gingiss. The topic of this episode is about how there is no room for hate in social media and customer service.

2017 74

2017 Article Customer Service Social Media 74

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 Use social media channels to keep in touch with your customers and stay engaged.

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

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. The post 5 Top Customer Service Articles for the Week of July 24, 2017 appeared first on Shep Hyken. One in five people over 50 have a Twitter account. Follow on Twitter: @Hyken.

2017 29

2017 Article Customer Service Loyalty Programs 29

QuestionPro Audience

MARCH 28, 2018

By using enhanced technology and digital marketing, they have evolved their brand voice to show a more snarky side, which has really resonated with customers. Here are 4 examples of times Wendy’s has stepped up their social media presence to engage and attract customers. They’ve even released a mixtape, “We Beefin”. INTERACTIVE.

Social Media 60

Social Media Consumers 2017 2018 60

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 78

Blog Social Media 2017 Healthcare 78

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. After all, happy agents mean happy customers.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Customer Bliss

MAY 3, 2017

Investments in self-service technologies have helped companies siphon off low-complexity issues (e.g., 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. Customer satisfaction has been in a freefall for four years running.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Social Media You might be wondering why social media is on the list.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

ShepHyken

SEPTEMBER 21, 2018

Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source: American Express Customer Service Barometer 2017). ‘ You must deliver a consistent, convenient and frictionless experience. – Shep Hyken.

Blog 110

Blog Customer Experience 2017 Social Media 110

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. However, despite these high expectations, smart home adoption has been slower than anticipated.

Marketing 111

Marketing Wireless 2017 2016 111

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Much of the improvement has been driven by advancements in product innovation and digital technology. Many organizations are currently enamoured with the promise of technology and big data.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

ShepHyken

NOVEMBER 14, 2016

Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting?

2016 128

2016 Article Customer Service 2017 128

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

ShepHyken

DECEMBER 8, 2017

In the era of omnichannel communication, where we have an array of channels – social media, email, messaging, voice call, companies need to identify the channels their buyer persona is most comfortable with and most responsive to. Use Technology for Self Service. Acknowledge the Mobile Social Customer. Conclusion.

Contact Center 45

Contact Center Customer Engagement Blog Engagement 45

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

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. Tesla’s autopilot technology is a significant selling point for its vehicles. The technology has received positive customer reviews and helped differentiate Tesla from other automobile manufacturers.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

Alida

OCTOBER 2, 2017

Today’s empowered patients are demanding more from health care providers, and as a result health systems are investing more in new technology. By investing in new technologies like self-service kiosks and big data analytics, health care providers are aiming to improve the patient experience and drive satisfaction and CX scores up.

Hospitality 100

Hospitality 2012 2010 Social Media 100

Inbenta

DECEMBER 28, 2024

A collaboration with Inbenta and our interactive Learn technology led to the creation of Discover Digital, a solution that has transformed Nationwide’s digital landscape. We need to go back about seven years to 2017. At that time, our digital channels were just beginning to emerge.

Demo 52

Demo Banking Multi-Channel Net Promoter Score 52

transcosmos Information Systems

JANUARY 29, 2017

Then, about three to five years earlier, we started seeing businesses get serious in scaling up their customer support to be attuned with the web technology era. As technology became smarter, so did the customers. Here’s how experts weigh in on customer support trends for 2017 and the not-so-distant future: .

Social Media 85

Social Media Omnichannel 2017 Customer Service 85