Retently

JANUARY 13, 2025

In this article, were spotlighting the top 5 tools for measuring CES. According to a Harvard Business Review article reducing customer effort increases the likelihood of a customer repurchasing by 94% and their likelihood of increasing spending by 88%. High scores mean youre on the right track. Low scores?

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. Social media is also a powerful marketing tool used by businesses of all sizes. We’ll start by discussing some of the key concepts and benefits of using social media. 84% of U.S.

Social Media 98

Social Media Management Multi-Channel ROI 98

BirdEye

MARCH 7, 2023

Research predicts that the number of people using social media will grow to about 5 billion in 2023. This year alone, 300 million more people are set to use social media than the previous year. Table of contents Challenges of managing social media for business Why is social media important for your business?

Social Media 94

Social Media Multi-Channel Metrics Measurement 94

GetFeedback

APRIL 17, 2019

In this article, we’ll discuss the key four reasons why some customers prefer to suffer silently and then leave you for your competitors. If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient.

Customer Service 255

Customer Service Multi-Channel Social Media Customers 255

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. Before you review the list, we wanted to take a moment to define social media analytics if you’re a little green.

Social Media 99

Social Media Marketing Multi-Channel Metrics 99

Thematic

NOVEMBER 18, 2024

In this article we’ll walk you through everything you need to know about using AI-powered sentiment analysis in your business. AI sentiment analysis enables organizations to analyze millions of reviews or social media posts. You can get a snapshot of sentiment across many channels at the same time.

Multi-Channel 62

Multi-Channel Social Media E-support Net Promoter Score 62

CSM Magazine

FEBRUARY 4, 2025

Customer Service Preferences : Instant answers (often through live chat or social media). Brands with strong social and environmental values. Customer Service Preferences : Immediate responses through social media or text messaging. Ensure consistency across all channels.

Customer Service 64

Customer Service Social Media Multi-Channel Customer Service Strategies 64

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

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. Before you review the list, we wanted to take a moment to define social media analytics if you’re a little green.

Social Media 85

Social Media Marketing Multi-Channel Metrics 85

CSM Magazine

APRIL 10, 2025

But how can businesses, particularly retailers, deliver seamless, personalized self-service across various channels without compromising user satisfaction? 5 Strategies to Deliver Seamless, Personalized Self-Service Across Channels 1. Social Media: Platforms like Facebook and Instagram allow for automated messaging.

Multi-Channel 52

Multi-Channel Call Center Touchpoint Customer Satisfaction 52

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

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. is a multi-billion dollar industry, one that’s growing all the time. Here’s an article that includes four ways you can do exactly that.

2021 99

2021 Article Customer Service Social Media 99

Thematic

APRIL 3, 2025

In this article, we’ll explore what’s fueling that growth, where the biggest opportunities lie, and why now is the time to start paying attention. Whether you’re trying to improve customer service, understand social media sentiment, or enhance product experiences, now’s the time to dive in.

Marketing 62

Marketing 2030 E Commerce Social Media 62

Thematic

JANUARY 7, 2025

Let’s say you’re managing customer feedback, survey responses, and even news articles for a growing business.  So you dive into your social media platforms, hoping to do a customer review analysis , but there’s just too much text data to read! So, you turn to a sentiment analysis tool.

Social Media 62

Social Media Feedback Net Promoter Score Multi-Channel 62

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Thematic

FEBRUARY 24, 2025

Social media listening – Analyze comments, mentions, and discussions about your brand. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Social media platforms – Where customers engage with brands, leave reviews and ask questions.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

InMoment XI

OCTOBER 24, 2023

This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth. The Multi-Faceted Approach to Contact Center Analytics What Are Customer Analytics? Each of these interactions leaves behind a trail of data. Enter analytics.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

BirdEye

MARCH 8, 2024

Are you looking to expand your business and accelerate growth, yet find yourself stuck as every cheat sheet seems to skirt around the actual methods for increasing your social media followers? Social media is vital for every business, beginning with the crucial step of increasing your follower count on each platform.

Social Media 59

Social Media Multi-Channel E Commerce Engagement 59

LiveChat

DECEMBER 3, 2015

The times when you could contact a company on a single channel only are long gone. Now, a customer contacting a company can pick any channel and expect the same level of service thanks to multi channel customer service. The management sees their support channels as several separate entities.

Multi-Channel 45

Multi-Channel Social Media Customer Service Customers 45

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Customer expectations are changing; each time you add another channel, you offer another way for a customer to engage with you. Customers expect support to be available 24/7.

2017 47

2017 Multi-Channel Loyalty Customer Service 47

BirdEye

SEPTEMBER 9, 2024

Despite the rise of new social media platforms, Google and YouTube continue to reign supreme, especially when it comes to video marketing. A well-crafted YouTube channel can help your business improve brand awareness, reach a larger audience, and generate higher traffic to your website.

Social Media 105

Social Media Multi-Channel Demo Healthcare 105

CSM Magazine

DECEMBER 10, 2024

Offer Multiple Channels for Customer Support One of the most important steps cryptocurrency companies can take to improve their customer service is offering multiple communication channels. Premium crypto wallets should come with high security, easy usability, and multi wallet support.

Customer Service 52

Customer Service Multi-Channel Exceptional Customer Service Document 52

BirdEye

DECEMBER 19, 2024

AI-driven customer insights analyze patterns across social media posts, feedback, and user behavior to reveal insights that help digital marketers make better decisions. AI tools help manage customer inquiries, provide personalized recommendations, and ensure consistent engagement across all channels.

Marketing 52

Marketing Social Media Hospitality ROI 52

Comm100

FEBRUARY 5, 2018

Social Media Software. From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is. How each visitor found their website (through a search engine, social media, etc.).

Social Media 68

Social Media Customer Engagement Engagement Marketing 68

Beyond Philosophy

JULY 6, 2016

However, as econsultancy pointed out in a recent article , most multi-national companies don’t know how to adapt their customer engagement strategies to an Eastern digital environment. However, China does have social media; it’s just their brand of it. All of this leads to problems.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

ShepHyken

SEPTEMBER 9, 2022

This week, we feature an article by Juan Jaramillo, Performance Marketing Director for Cordial , a cross-channel marketing and data platform. He shares how cross-channel marketing helps organizations offer consistent messaging across various media and devices. Marketers have talked about multi-channel marketing for years.

Multi-Channel 82

Multi-Channel Marketing Social Media Sales 82

CSM Magazine

MARCH 10, 2025

Multi-channel support systems Players will always have different preferences when it comes to communication channels, and theres a particular generational divide. One great trick is to utilize social media support. Offering live chat and email is great, but dont neglect phone support too.

Customer Service 52

Customer Service Multi-Channel Exceptional Customer Service Hospitality 52

BirdEye

MAY 15, 2023

Social selling is the process of cultivating relationships with prospective customers using social media. In this blog post, we take you through the most important social selling concepts you need to leverage this strategy for your business. Why do you need to invest in social selling? It is a long-term strategy.

Social Media 97

Social Media B2B Multi-Channel Sales 97

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. Use social media as a forefront of customer service. CRM tools are increasingly incorporating social media into their customer support modules.

Technology 107

Technology Blog Customer Experience Social Media 107

ShepHyken

JULY 3, 2020

This week we feature an article by Jake Rheude, Director of Marketing at Red Stag Fulfillment. Create a Multi-channel Strategy. Gone are the days where the only way is to have one communication channel to reach you. You cannot limit your customers to one channel. They also have followers and brand advocates.

E Commerce 94

E Commerce E-support Multi-Channel Customer Service 94

BirdEye

SEPTEMBER 11, 2023

This is especially true for multi-location businesses catering to local customers. Today, customers use four or more channels to interact with brands – texts, emails, social media messages, website chatbots, and booking apps. This is irrespective of the interaction channel they are currently using.

Customer Experience 114

Customer Experience Social Media Multi-Channel Omnichannel 114

Retently

OCTOBER 23, 2024

Stores can use these surveys through various channels like email, in-app, chat/messenger, or SMS. The key is to choose the survey channel that best fits your brand’s needs and target audience. How did you hear about our store (social media, referral, search engine, etc.)?

Retail 109

Retail NPS Touchpoint Feedback 109

CSM Magazine

JANUARY 13, 2025

Heres an example: Say your team shares customer details over unsecured channels, and that information ends up compromised. Omnichannel platforms unify customer interactions across email, social media, live chat, and phone so your team can provide consistent, seamless service wherever your customers are. What happens?

Communication 52

Communication Customer Service Omnichannel Multi-Channel 52

BirdEye

MAY 8, 2023

If you love the world of marketing and want to stand out in this demanding field, this article is for you. Every major marketing channel today gives detailed analytics and knowing how to leverage them is definitely a big requirement for any marketer. Social media campaigns spark interactions with customers and generate leads.

Marketing 98

Marketing Social Media Multi-Channel Leadership 98

LiveChat

JUNE 22, 2016

Multi-channel marketing didn’t make sense because sellers got results without going the extra mile. They appear on different channels familiar to potential customers so that they have a higher chance of netting a sale. They have to embrace multi-channel marketing if the want to make a dent in the market.

Multi-Channel 46

Multi-Channel Marketing Social Media Advertising 46

BirdEye

SEPTEMBER 14, 2022

Promote your business on social media 8. This can include advertising, public relations, and online marketing strategies like SEO and social media marketing. For more information on this, check out our article on optimizing your website for mobile SEO. Promote your business on social media.

Marketing 98

Marketing Social Media Advertising Multi-Channel 98

BirdEye

DECEMBER 5, 2023

These include checking online reviews , staying active on social media, and ensuring your business information is correct everywhere online. Maintaining a strong social media presence Social media is a great place to talk with your audience, share interesting content, and build your brand’s image.

Brands 110

Brands Management Social Media Feedback 110