BirdEye

FEBRUARY 21, 2023

Are you curious about how people use social media? Social media statistics can provide valuable insights into these questions and more. From Facebook’s total users to Twitter’s average daily tweets, there are so many facts that help us better understand how we interact with social networks. Let’s get started.

Social Media 98

Social Media 2023 Marketing Advertising 98

Brandwatch CX

JANUARY 2, 2019

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. Social media statistics. billion active social media users.

Social Media 111

Social Media 2014 Advertising 2017 111

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Christopher Moloney (@Moloknee) September 2, 2018. What about when they complete a training process or post about your brand on social media?

Airlines 372

Airlines 2020 Social Media Hotels 372

ShepHyken

JANUARY 3, 2018

Over the last few weeks, I’ve been reading about predictions and trends for 2018. With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever.

2018 118

2018 Customer Service Social Media Customer Service Training 118

ReviewTrackers

APRIL 11, 2019

Social Media Marketing for Restaurants. More consumers than ever are discovering great restaurants through social media. It therefore makes sense that a growing number of restaurants are integrating social media into their restaurant marketing strategy. Photos, Photos, Photos. Let your food take centerstage!

Social Media 91

Social Media Marketing 2018 Consumers 91

GetFeedback

NOVEMBER 7, 2019

Constant online interaction and social media engagement has piqued our need for visual stimulation and trained us to assimilate more imagery than ever before. A 2018 study by Marketing Dive showed that 75% of Gen Z shoppers (those between the ages of 18 and 25) turn to eCommerce to make most purchases.

Social Media 249

Social Media Competitive Advantage 2016 2018 249

GetFeedback

DECEMBER 21, 2018

In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. Faced with poor customer service, 20% of consumers would complain publicly via social media. ( New Voice Media ). New Voice Media ). New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

GetFeedback

JANUARY 3, 2019

After all, what a customer says directly to you may be different than what they say on a social media platform. Your plan for listening should include the channels where customers regularly give feedback (surveys, social media platforms, support chats), as well as how often you’re responding to and searching for this feedback.

Voice of Customer 239

Voice of Customer Customer Service Net Promoter Score Social Media 239

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 Advertising 2017 98

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 What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? 2018 will be the year of CX and AI.? How to overcome those challenges?

2018 133

2018 Customer Experience Competitive Advantage 2017 133

GetFeedback

MAY 5, 2019

Some other fast ways of getting in touch with customers when you want to hear from them are social media pages and messaging apps, but make sure to do it moderately. Introducing Plenti Reward system that lasted from 2015 to 2018, American Express has let their clients earn and redeem loyalty points.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

Oracle

JANUARY 25, 2018

In 2018, SMBs must improve their to ensure they are on the right road to success. Q: In what ways can social media be used to improve customer experience? A: It’s critical to converse and interact with your clients via social media. Q: In 2018, how can SMBs address the changing needs of customers?

2018 110

2018 Customer Experience Social Media Consulting 110

Michel Falcon Experience

JANUARY 16, 2018

Respond to customers on social media, get in the trenches, learn what’s happening on a daily basis, and use that data to build better systems and processes, to build your customer experience. .” Leaders in companies, I challenge you, once a month or once a quarter, get into your business, and act like a front line employee.

2018 128

2018 Customer Experience Social Media Multi-Channel 128

Experience Investigators by 360Connext

MAY 23, 2019

Litmos, a well-known Learning Management System (LMS), became a part of SAP’s ecosystem through an acquisition in 2018. As a young model, Kloss used social media to share “behind the scenes” life at runway shows. While it may seem obvious, it’s often not easy in siloed and process-oriented organizations.

Insights 40

Insights Net Promoter Score Social Media Events 40

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. My Comment: My friends at LiveChat have put out a 2018 customer service report. Plenty of interesting information here.

2018 98

2018 Article Customer Service Social Media 98

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Be sure to include online reviews, social media, Voice of the Customer through the Employee or through customer service interactions, and other listening posts in your VoC program data feeds.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

ReviewTrackers

MAY 7, 2018

More consumers than ever are discovering great restaurants through social media. It therefore makes sense that a growing number of restaurants are integrating social media into their restaurant marketing strategy. Just getting started with your restaurant marketing social media efforts?

Social Media 85

Social Media Marketing 2018 Consumers 85

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. . In fact, according to NewVoiceMedia’s 2018 report , poor customer service is costing businesses more than $9 billion a year. And they’re losing profit as a result.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

ShepHyken

MAY 28, 2018

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris. This article highlights a recent J.D.

2018 79

2018 Article Customer Service Loyalty Programs 79

ShepHyken

MARCH 12, 2018

(Brandwatch) As a reflection of both a brand’s promise and a commitment to customer service, social media is every company’s main channel for showcasing customer experience. My Comment: Here is a list of the top brands focused on customer experience with a focus on social media. Follow on Twitter: @Hyken.

2018 39

2018 Article Customer Service Social Media 39

Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. Chatbots, geofencing, improved goal alignment, and omnichannel CX were hot topics for 2017, and I must say, it looks like these will continue to be a growing interest in 2018—especially chatbots. Click To Tweet.

2017 141

2017 Blog Customer Experience Chief Customer Officer 141

ShepHyken

DECEMBER 3, 2018

Retail Customer Experience) Difficult customers can cause stress for employees, damage to the bottom line, and thanks to social media, harm to the reputation of your business. The post 5 Top Customer Service Articles for the Week of December 3, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Article 104

Article 2018 Customer Service 2019 104

ShepHyken

MARCH 26, 2018

You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . The post 5 Top Customer Service Articles For the Week of March 26, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2018 86

2018 Article Airlines Customer Service 86

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. customer exhibitors at MWC 2018: Verto Analytics. Virtual agent exhibitors at MWC 2018: Nuance.

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. customer exhibitors at MWC 2018: Verto Analytics. Virtual agent exhibitors at MWC 2018: Nuance.

2018 84

2018 Customer Service Multi-Channel Document 84

ShepHyken

FEBRUARY 19, 2018

And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem. Here are five tips to improve social customer service. My Comment: I’m still surprised at the number of companies that don’t embrace social media as a viable customer support channel.

2018 84

2018 Article Customer Service Social Media 84

BlueOcean

JANUARY 22, 2019

In 2018, Nike gave us all a master class in taking a stand. From social media, online chats, emails, and phone calls – they’ll be the ones inundated with concerned and hyper-vigilant consumers holding your company accountable at every turn. They want their resolution and they want it now, by chat or social media preferably.

2019 204

2019 Consumers Customer Experience Contact Center 204

ShepHyken

MARCH 9, 2018

Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. Therefore it is advisable that businesses do not fully switch to AI controlled customer service, but look at areas that they can begin to automate in 2018.

2018 75

2018 Blog Customer Service 2017 75

GetFeedback

JULY 23, 2018

Retail is changing in 2018. In 2018, retailers are moving toward an omni-channel model of customer engagement that caters to customers across multiple platforms. This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. What’s key? Deliver an omni-channel experience.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

TechSee

APRIL 10, 2019

The omnichannel customer experience is comprised of multiple customer touchpoints, over a range of channels that seamlessly connect, allowing customers to move back and forth from one experience to another on any device and platform: web, voice, chat, messaging, social media, video and email. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Joe Rawlinson

JULY 10, 2019

According to Forbes, companies have lost $75 billion in 2018 owing to poor customer service, and this number has risen by $13 billion since 2016. One in two millennials has complained about a brand on social media. Social media can act as a double-edged sword with its massive reach. Microsoft ).

Customer Service 130

Customer Service Social Media Customer Journey Mapping Poor Customer Service 130

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

ijgolding

JANUARY 22, 2018

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Design your website with user-experience in mind.

2018 76

2018 Customer Experience Social Media Contact Center 76

Customer Bliss

APRIL 9, 2019

A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Sep 7, 2018 at 11:26am PDT. The impact of making people wait, especially for in-home services, has consequences that go beyond an unfortunate memory shared on social media. Make Your Customers’ Clock Your Clock. Keep customer time.

Chief Customer Officer 187

Chief Customer Officer Hospitality Social Media Books 187

ShepHyken

JUNE 4, 2018

Both events were recorded, uploaded to social media, shared widely, and broadly condemned as instances of racial bias. The post 5 Top Customer Service Articles For the Week of June 4, 2018 appeared first on Shep Hyken. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Article 77

Article 2018 Customer Service Airlines 77

TechSee

OCTOBER 23, 2018

These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. AI and Personalization – The Paradox of Personalization via a Machine. Using AI to enhance interactions with customers is quickly gaining traction.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

ShepHyken

JANUARY 10, 2020

For example, social media exploded with the news, released June 4, 2018, that IHOP (International House of Pancakes) was to change their name a few days later to “IHOb” They made an announcement via a new verified Twitter feed at @IHOb: “ For 60 pancakin’ years, we’ve been IHOP. Fake news” is so widespread it’s a joke.

Social Media 100

Social Media 2018 Advertising Brands 100