CSM Magazine

MARCH 28, 2025

Bitrix24 Bitrix24 provides free omnichannel communication, combining live chat, social media channels, and ticketing into one platform. Jira Service Management Free for up to three users, with features like a shared inbox, knowledge base, live chat, and customer portals.

2025 52

2025 Customer Service Omnichannel Multi-Channel 52

Storyminers

JULY 29, 2016

And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon.

B2C 49

B2C Customer Retention Brands Social Media 49

C3Centricity

AUGUST 17, 2020

This is no longer possible as customers are sharing their experiences of companies and brands far more than just six months ago. According to the latest global statistics, social media usage saw an increase of 21 per cent, and news consumption has risen by 36 per cent. You can see the individual country breakdowns at Statista.

Customer Centricity 118

Customer Centricity Social Media Poor Customer Service Airlines 118

ProProfs Chat

JANUARY 30, 2020

Mobile Customer Engagement. Impact of Customer Engagement On Sales. Personalized Customer Engagement. Impact of Customer Engagement. Future of Customer Engagement. Customer Engagement Through Social Media. Live Chat & Customer Engagement. Customer Engagement & Retention.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

ShepHyken

MAY 5, 2024

What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand. You must wrap an experience around it.

2024 66

2024 Article Customer Service Social Media 66

Bill Quiseng

MAY 10, 2023

It’s one little wow delivered consistently to every customer. Deliver customer CARE consistently. CUSTOMERS CARE Don’t just serve to sell your products or services to customers. And don’t just serve to satisfy customers. Serve to CARE. FEEL RIGHT A complaining customer is not always right.

Customer Service 78

Customer Service Social Media Loyalty Customers 78

Clarabridge

OCTOBER 23, 2015

Social media has made it easy for people to vent about bad service. Companies no longer control the terms of engagement with customers for customer service. It’s the customer who determines when and how they reach out to a brand. Telecoms are in high demand of social customer service.

Customer Service 64

Customer Service Transportation Social Media Hospitality 64

WorkOutLoud

FEBRUARY 15, 2018

Your social media team works hard. These are just a handful of the channels that keep your social team busy. This article is going to discuss 3 ways the addition of a private, online customer community can help boost your brand, provide some focus for your social team, and make life easier for your customers.

Social Media 40

Social Media B2C 2017 B2B 40

Comm100

FEBRUARY 19, 2020

Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty.

White Paper 64

White Paper B2C Social Media E-support 64

Lithium

DECEMBER 28, 2020

Whether you are a B2C or B2B brand, it’s vital to recognize that your customers have moved on from the days of being impressed by the best product. So how can your brand stand out in the areas your customers care about? Paid and organic social media are better together.

Engagement 52

Engagement Social Media 2019 ROI 52

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers.

2016 87

2016 Poor Customer Service Social Media 2020 87

Magellan Solutions

JUNE 10, 2019

E-commerce customer care. E-commerce customer care is simply customer service for online shops. Its primary goal is to make sure that customers have positive experiences with their online shopping experience. Its methodology focuses on determining the purchasing decisions of customers. Inbound sales.

Call Center 75

Call Center E Commerce E-support Social Media 75

ShepHyken

JULY 25, 2016

(Square) Here are some ideas and strategies for delivering a memorable (in a good way) customer service experience. My Comment: Here is a list of five great strategies to create a great customer experience that will get your customers to come back. For information contact or www.hyken.com.

2016 78

2016 Article Customer Service Books 78

Comm100

OCTOBER 16, 2018

Go vertical-specific: Segment your messaging and channels by industry and company type, or by other relevant customer attributes. LinkedIn is huge for B2B companies, while Facebook and Instagram dominate B2C social. Ensure that your customer experience strategy can accommodate the unique needs of your customer base.

Multi-Channel 71

Multi-Channel Customer Experience B2C Innovation 71

NetBase

AUGUST 2, 2019

And this is where social listening comes in. Social listening is the process of monitoring the web for what is being said about a company, product, or brand across all social channels. And it isn’t restricted to social media. Customer care, customer retention, and new and upsell revenue opportunities.

B2B 82

B2B Events Innovation B2C 82

Oracle

JUNE 5, 2018

A number of renowned customer experience (CX) advisors, thought leaders, and industry professionals shared their insights with us on the evolution of brand loyalty and what this means for the business-to-business (B2B) and business-to-consumer (B2C) spaces. Jeff Sheehan, Marketing & Social Selling Advisor, @JeffSheehan.

Loyalty 46

Loyalty Brands B2C B2B 46

Lithium

SEPTEMBER 12, 2019

Whether you are a B2C or B2B brand, it’s vital to recognize that your customers have moved on from the days of being impressed by the best product. So how can your brand stand out in the areas your customers care about? Paid and organic social media are better together.

Engagement 40

Engagement Social Media 2019 ROI 40

Lithium

SEPTEMBER 12, 2019

Whether you are a B2C or B2B brand, it’s vital to recognize that your customers have moved on from the days of being impressed by the best product. So how can your brand stand out in the areas your customers care about? Paid and organic social media are better together.

Engagement 40

Engagement Social Media 2019 ROI 40

Magellan Solutions

FEBRUARY 9, 2021

Assistants are tasked to customize these and attract new partnership. Social Media . Come up with new ideas to produce original content through social media. Magellan Solutions provides premium B2C and B2B solutions for market research. . We have responsive and round-the-clock help to customers.

Social Media 52

Social Media Advertising B2C B2B 52

Magellan Solutions

APRIL 26, 2021

Assistants are tasked to customize these and attract new partnerships. Social Media . Come up with new ideas to produce original content through social media. Magellan Solutions provides premium B2C and B2B solutions for market research. . We have responsive and round-the-clock help to customers.

Social Media 52

Social Media B2C Advertising B2B 52

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

C3Centricity

OCTOBER 22, 2018

But there are even more applications of this idea when it comes to our customers. Direct contacts with customers, whether by phone, email, chat, social media or in person, deserve the same detailed introduction. Is that how your own customer care centre exchanges feel?

Healthcare 114

Healthcare Consumers Customer Service Hospitality 114

Magellan Solutions

SEPTEMBER 9, 2020

Based on the live chat statistics 2020 of Finances Online, 67% of B2C businesses use live chat for customer support. 74% of B2C and 85% of B2B utilize it for sales. They also make use of it for marketing with 31% of B2C and 54% of B2B companies as it helps enable a more compelling conversation between a business and a consumer.

2020 52

2020 Insights B2C E-support 52

Comm100

FEBRUARY 19, 2020

Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty.

White Paper 40

White Paper B2C Social Media E-support 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

2018 40

2018 Social Media 2014 B2C 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

2018 40

2018 Social Media 2014 B2C 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

2018 40

2018 Social Media 2014 B2C 40

Lithium

AUGUST 2, 2018

More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. He also led the creation of Lithium’s community management certification programs.

2018 40

2018 Social Media 2014 B2C 40

SurveySparrow

JANUARY 7, 2021

Most importantly, they didn’t consider social platforms an effective medium to keep their customers engaged or gain profits. If we look back in 2017 , 28% of the SMBs used to spend only 3-5 hours on social media marketing, 27% spend less than 1 hour! . It makes the customer experience pleasurable and convenient.

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

NetBase

AUGUST 15, 2019

From there, we help our clients examine the stories the brand is telling against the social listening results. identify unmet needs; customer care). In the past, brands really were able to own their own stories and push out content to their customers and prospects. Measuring Brand Stories’ Impact with Social Listening.

Brands 60

Brands B2C Social Media Customer Care 60

Thematic

MARCH 29, 2020

They don’t just show what’s not working, but also which features customers care about. Advantages: You already have this data as part of support & customer service operations. Customer metadata is available for each piece of feedback via ids, unless it’s social media requests.

Feedback 111

Feedback E-support Metrics NPS 111

Magellan Solutions

SEPTEMBER 10, 2019

Call center outsourcing is a business activity of subcontracting call center services like customer care and sales-related tasks. A call center provider handles all customer requests from inquiries, bookings to refunds, inbound to outbound, catering to businesses of all shapes and sizes. Social media support.

Call Center 49

Call Center Contact Center Culture Government 49

Magellan Solutions

MAY 10, 2020

Aside from generating sales leads, live chat support is also an intuitive and proactive way to show customers that your business is accessible 24 hours. Without 24/7 managed live chat support, negative customer experiences may stem from an inefficient customer care service. . How Much Does Live Chat Outsourcing Cost?

E-support 52

E-support Competitive Advantage Call Center Retail 52

Grade.us

DECEMBER 6, 2018

7 B2C Brands Offer Content Marketing Lessons & Inspiration Cook Up Email Marketing Automation With These 6 Recipes 5 Research Options You May Never Have Considered For Your Content. 10 B2B Content Marketing Pitfalls and How to Avoid Them - Any of these scenarios applies just as well to B2C marketing.

Blog 30

Blog 2018 Article Marketing 30

SmartKarrot

JUNE 29, 2022

As customers are moving towards self-service solutions and personalization, businesses need to empower their customer service with better tools, services, and processes to ensure customer care is at the top of their priority list. What is Enterprise Customer Experience? Engage with Customers through Social Media.

Customer Experience 11

Customer Experience Social Media CEM B2B 11

SmartKarrot

FEBRUARY 16, 2022

Enhancements in CX can reduce customer attrition by 10 to 15%, raise offer win rates by 20 to 40%, and reduce customer service costs by up to 50%. 80% of B2B buyers expect a purchase experience similar to that of B2C customers. B2B businesses that customize their e-commerce experiences outsell their competition by 30%.

2022 10

2022 Customer Experience E Commerce Social Media 10

NetBase

NOVEMBER 21, 2019

Also – customer care that doesn’t incorporate social listening is far from attentive. Keeping a brand’s reputation intact online is something that can take a good bit of effort, particularly when it inhabits the B2C realm. Consumers have lots of power thanks to social media, and they wield it.

Insights 40

Insights Social Media Consumers Presentation 40