Russel Lolacher

JANUARY 25, 2021

CONSIDER GETTING SOCIAL . Social media, done well, is an amazingly effective tool at building social capital. It’s an opportunity to talk with your customers, both proactively and reactively… like a normal relationship. Social media is meant to be social, so that is what your customers expect from you.

Social Media 119

Social Media Government Fashion Engagement 119

Customer Guru

JULY 10, 2018

Today, companies are implementing new and innovative ideas to provide exceptional customer experience by using multifarious modes and technologies. Of the many modes available, social media is proving to be the best for providing exceptional customer experience. What is Social Media? Source: Pexels.

Social Media 115

Social Media Customer Experience Advertising 2014 115

BirdEye

SEPTEMBER 11, 2023

Ask any social media manager, and they’ll tell you that the more active your social media profile is on any platform, the higher your chances of reaching your target customers. That’s AI in social media management redefining the rules of online marketing. That’s where social media AI tools come in.

Social Media 106

Social Media Management Demo Measurement 106

BirdEye

FEBRUARY 6, 2023

Social media and healthcare topics have significantly become intertwined. Across all major social media platforms, wellness, and healthcare topics have overtaken almost all conversations. According to a study by PatientsLikeMe, a growing number of people (11%) turn to social media for reliable healthcare information.

Social Media 19

Social Media Healthcare Marketing Multi-Channel 19

GetFeedback

NOVEMBER 25, 2019

Internet Social Media: 72%. If your industry didn’t make it into the ACSI list, comparing yourself to the overall US customer satisfaction score of 76.5% While it helps to know where you stand relative to your peers, the key to success is to focus on always improving your own score and customer experience. .

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

GetFeedback

DECEMBER 21, 2018

Only slightly more than 10% of consumers are willing to stay on the line for over five minutes for customer service. ( Genesys ). Faced with poor customer service, 20% of consumers would complain publicly via social media. ( New Voice Media ). New Voice Media ). New Voice Media ). Genesys ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Customer service agent notes and messages.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Steve DiGioia

JANUARY 3, 2022

We all speak about expectations, customer expectations. As a customer, I expect a basic minimum such as: The product or service should work as expected. But a positive experience also comes with expectations that the business must meet – and even surpass. For example: 7 Customer Expectations.

Customer Expectations 140

Customer Expectations Social Media Advertising Customers 140

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. nurture bonds with customers.

Blog 127

Blog Social Media Mobile Customer Service Innovation 127

ShepHyken

JULY 5, 2019

Additionally, you can use third-party tools such as Google Analytics and group customers based on demographics and other relevant factors. For example, if there’s an increase in your website traffic from social media, you may want to consider investing more time to attract new customers. Talk to customers in real-time.

Communication 125

Communication Blog Social Media Feedback 125

GetFeedback

AUGUST 14, 2019

Involve them; train them; teach them what they need to know about your customers, the customer experience, customer expectations about the experience, and their impact on the experience. Review and refresh your Voice of the Customer (VoC) program. Map the customer journey. Have you gotten feedback from them?

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

GetFeedback

MAY 13, 2019

The data includes essentially any avenue the customer may use to connect with you in both positive and negative contexts. Raw customer comments and sentiment. Social media posts. Repeat customer stories. Customer Satisfaction (CSAT) ratings. . Do you need a social media management tool?

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Experience Investigators by 360Connext

FEBRUARY 16, 2015

While it’s important to make it work and look cool, it’s more about solving problems for customers before they know they will have them. Future marketing requires a push to gain knowledge and access to more of the entire customer experience.

Marketing 250

Marketing Innovation Transportation Demo 250

Experience Investigators by 360Connext

APRIL 9, 2015

When we get right down to it, they have a tough time determining what should be included in the customer experience mission. When beginning an initiative to improve the customer experience, referring back to the brand promise is essential. More Posts - Website Follow Me: The post Is Your Mission Customer-Focused, or an Empty Promise?

Customer Focused 235

Customer Focused Multi-Channel Customer Centricity Magazine 235

Win the Customer

DECEMBER 21, 2024

The modern customer expects personalized, seamless, and proactive experiences. As a product manager, you’re tasked with delivering on these expectations while navigating the complexities of a rapidly evolving technological landscape. I hope this blog post is helpful!

Social Media 59

Social Media Roadmap Return on Investment ROI 59

Very Best Service

FEBRUARY 8, 2025

In today's digital age, social media has become a pivotal platform for customer engagement and support. Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

InMoment XI

SEPTEMBER 14, 2023

In today’s digital landscape, where consumers heavily rely on online reviews and social media feedback, the importance of reputation management cannot be overstated. Utilize tools and techniques like predictive analytics to keep an eye on brand mentions, reviews, and social media conversations.

Brands 195

Brands Management Social Media Feedback 195

GetFeedback

JULY 19, 2019

Listening to and analyzing customer feedback is crucial to ensure businesses meet or are able to exceed ever-growing customer expectations. Those expectations are high: More than three out of four customers expect companies to understand their needs and expectations. And, let’s be very clear.

Social Media 262

Social Media Webinar Feedback Books 262

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Social media complaints & DMs ensuring negative feedback is addressed quickly before it escalates. Example : If customers keep asking, Is this product eco-friendly?

Management 115

Management Customer Experience Roadmap NPS 115

Experience Investigators by 360Connext

DECEMBER 11, 2014

The best ones evolve with the marketplace and ever-changing customer expectations. Entrepreneurs who can’t let go are often left wondering why their “loyal” customers left without so much as a good-bye. Loyalty does not mean forever for customers. But businesses, like babies, grow up.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

GetFeedback

DECEMBER 16, 2019

By using customer feedback, you’re able to influence brand perception during the initial stages of the buyer’s journey. billion social media users and according to Statista, 25% of these users know about brands through the recommendations they get on social media. There are 2.77 About the guest author.

Feedback 195

Feedback Social Media Customers Consumers 195

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Russel Lolacher

JUNE 7, 2021

One of the biggest mistakes I’ve seen organizations do on social media, is treating it like it’s not SOCIAL media. They find it far more important to DO a platform than BE the experience their customers expect. Defining Social Media. Check out this video from Truly Social’s Tara Hunt.

Social Media 75

Social Media Customer Relationship Management Engagement Communication 75

GetFeedback

MAY 17, 2018

Customer satisfaction varies significantly by support channel, with phone support seeing the highest satisfaction ( 91% ) and Facebook the lowest ( 74% ). What it means: Not only do scores vary by channel, but customer expectations vary based on when and where they’re contacting you. Want to boost support efficiency?

Customer Satisfaction 207

Customer Satisfaction Effort Score Social Media Customers 207

GetFeedback

AUGUST 30, 2019

Quizzes work brilliantly for social media marketing. They attract the attention of social network users and bring them to Buzzfeed’s site. For example, you could run a survey to your email list or website visitors to: Identify what topics customers want to see covered on the brand’s blog.

E Commerce 276

E Commerce Entertainment Customer Satisfaction Social Media 276

GetFeedback

JUNE 9, 2019

Maintaining a consistent voice and level of service across communication channels with your customers is key to cultivating a trustworthy brand. 60% of millennial consumers now expect consistency wherever they interact with your company. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

Competitive Advantage 277

Competitive Advantage Social Media Communication Customer Experience 277

Beyond Philosophy

OCTOBER 3, 2024

Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them. When forming expectations, we often draw from adjacent or similar experiences. If you are lucky, you are better than what they expected.

Customer Expectations 88

Customer Expectations E Commerce Social Media Call Center 88

ShepHyken

NOVEMBER 16, 2018

Today, a typical customer expects a prompt response and fast service from any business. To keep up with consumer expectations, all businesses are facing huge challenges. Customers currently comprehend the power they have and will utilize it when not happy with an administration. New correspondence channels.

Consumers 103

Consumers Technology Blog Chief Customer Officer 103

GetFeedback

SEPTEMBER 13, 2018

It also avoids customers spreading bad press, making it more difficult to get more new customers in the future: 95% of consumers have taken action as a result of a bad experience. 63% of consumers read negative reviews via social media. When a customer has a bad experience, it can spread throughout their network.

Net Promoter Score 247

Net Promoter Score Customer Journey Mapping NPS Customer Journey 247

GetFeedback

MAY 9, 2019

If you’re more of a facts person, here are some selling points: Poor customer experience is costing U.S. customers say CX is the key factor in their purchasing decision. ( 95% of customers have taken action as a result of one bad experience. Why do companies struggle to meet customer expectations? companies $136.8

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Win the Customer

SEPTEMBER 5, 2023

In today’s digital age, social media has become an integral part of our lives. Whether it’s sharing updates with friends and family, staying informed about current events, or discovering new trends, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed the way we communicate.

Social Media 59

Social Media Customer Service Competitive Advantage Entertainment 59

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. 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

ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Customer satisfaction is at the core of your business health and growth. In this age of social media, unhappy customers can cause extensive damage to your brand.

Blog 101

Blog Customer Satisfaction Culture Social Media 101

Comm100

FEBRUARY 6, 2023

Customers typically engage with your brand on different touchpoints. Some will want their issues addressed on other channels, from chatbots, social media, voice calls, or video calls. It will also help you know what the customer expects depending on where they’re on their journey. First, customers want it.

2023 98

2023 Financial Blog Customer Experience 98

Experience Investigators by 360Connext

JUNE 29, 2015

It all comes back to customer expectations. While journey mapping as an exercise certainly shines a light on your customer and helps everyone inside your organization hopefully think about things through that lens, at least for a while, it doesn’t always take into account the way competitors influence your customers.

Social Media 218

Social Media B2B Consulting Sales 218

CSM Magazine

OCTOBER 21, 2024

In today’s fast-paced digital world, providing an exceptional customer experience is crucial for any business, especially in industries like software development. A positive customer experience can set you apart from your competitors, ensuring long-term relationships with your clients and fostering brand loyalty.

Customer Experience 52

Customer Experience Social Media Customer Centricity Loyalty Programs 52

ShepHyken

AUGUST 23, 2019

Customers used to go to a physical store to see products, check prices and make purchases. This means that customers can check your product’s features on social media, request prices via email, and purchase through your sales chat. Some customers will prefer to communicate with your company through online chat or email.

Omnichannel 116

Omnichannel Blog Customer Service Social Media 116