Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. We have gladly defected to a competitor after our “go-to” brand disappointed us in some major way. Responding to customers on social media? We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Therefore, on January 13 we will completely unite under the Calabrio brand. One company, one brand, one website.

Brands 88

Brands White Paper Social Media Webinar 88

Qualtrics

MAY 22, 2019

In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. In order to create an extensive overall customer and brand experience , companies must utilize customer service best practices in social media.

Social Media 40

Social Media White Paper Entertainment Brands 40

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 63

Social Media Customer Service White Paper Airlines 63

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Introduction. Should it be customer service?

Social Media 49

Social Media Customer Service Strategies Customer Service Download 49

InMoment XI

APRIL 26, 2022

How do they feel about your company’s social media presence? Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. But one major con of paper surveys is that they can be pricier. Improve the brand experience.

Customer Experience 195

Customer Experience Fashion White Paper Customers 195

Totango

MARCH 8, 2022

Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. Why Should You Participate in Customer Success Communities?

2022 119

2022 Customer Success White Paper Social Media 119

Quadient

MAY 23, 2022

If the product is delivered after a critical date (such as a graduation or wedding gift), if the wrong product is sent, or if there are errors on the credit card application, then the customer will be very unhappy with your brand. Social Media Image. It matters little that the agent was courteous, knowledgeable, and empathetic.

Contact Center 105

Contact Center White Paper Document Social Media 105

Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world. The fear, it must be acknowledged, is not baseless.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

SurveySparrow

MAY 29, 2020

According to Neilsen , your brand voice can have a huge impact on your customer’s trus t. Customers will surely spend money on a brand that they think is reliable. It takes time to identify the kind of brand voice that you want for your business. What is a brand voice? How to Establish Brand Voice? White paper.

Brands 52

Brands Social Media White Paper Reference 52

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. Social media posts and ads. White papers.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

InMoment XI

MAY 29, 2019

This article was first published as a Maritz Research White Paper. You can view the original paper here.

Social Media 150

Social Media White Paper Article Feedback 150

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person?

White Paper 64

White Paper Social Media Omnichannel B2B 64

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. Remember: Mind your response time. B2B vs. B2C conversion.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

Comm100

FEBRUARY 19, 2020

Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. A VIP could be a valued long-term customer, a new prospect who’s on the edge of making a purchase, or a cranky client who’s at risk of harming your brand’s reputation. The Exceptionally Angry Customer.

White Paper 64

White Paper B2C Social Media E-support 64

CSM Magazine

JUNE 7, 2023

As a result, customers will see that they can rely on your brand to fulfill their needs and wants. For example, it can be beneficial to highlight customer testimonials, reviews, and case studies that showcase positive customer experiences with your brand. Focus on producing valuable content that your audience wants to see.

2023 52

2023 White Paper Social Media Document 52

Comm100

JANUARY 21, 2020

Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. On social media, initial inquiries about a product can be made in the comments section or a direct message to your company. B2B vs. B2C conversion.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Therefore, on January 13 we will completely unite under the Calabrio brand. One company, one brand, one website.

White Paper 76

White Paper Social Media Webinar 2020 76

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base.

2022 93

2022 Customer Experience Omnichannel White Paper 93

Customers That Stick

SEPTEMBER 18, 2014

A recent study by Bond Brand Loyalty found that nearly 70 percent of those surveyed said they’d change where they shop because of the presence of a quality loyalty program, indicating that Millennials are highly responsive to retailer loyalty programs. A white paper compiled by PunchTab indicates that many Millennials shop online daily.).

Loyalty Programs 133

Loyalty Programs Loyalty White Paper Social Media 133

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. White papers. A branded, customized Help Center. Blog posts. User guides.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person?

White Paper 52

White Paper Social Media Omnichannel B2B 52

ShepHyken

JUNE 24, 2019

Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. Small Business Trends) To rake up great customer reviews or blow up on social media, it comes down to good ole genuine customer support.

Article 118

Article 2019 Customer Service Poor Customer Service 118

Natalie Petouhof

JUNE 29, 2019

white paper Table of Contents Executive Summary 2 What is a Social Customer? 3 What Does this New Socially-Enabled Enterprise Look Like? 4 The Challenges in Managing Today’s Social Customer Service 5 Is Your Company at Risk for Social Media Disasters?

White Paper 40

White Paper Customer Service Social Media Customers 40

Oracle

MARCH 22, 2021

Clever B2C marketers can convert individuals from discovery to purchase in a matter of minutes, thanks to the magic of expertly crafted deals, on-point brand messaging, and culturally ingrained consumerism. B2C marketing differences has only become more evident. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing White Paper 85

Comm100

FEBRUARY 19, 2020

Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. A VIP could be a valued long-term customer, a new prospect who’s on the edge of making a purchase, or a cranky client who’s at risk of harming your brand’s reputation. The Exceptionally Angry Customer.

White Paper 40

White Paper B2C Social Media E-support 40

CSM Magazine

OCTOBER 16, 2020

For this reason, experts propose a mix of: Email marketing; Social media channels; Branded apps, etc. Others use social media. Create a knowledge base (blog articles, webinars, white papers, infographics, etc.) More important, you need to turn existing one into loyal brand ambassadors.

Customer Retention 52

Customer Retention White Paper Multi-Channel Social Media 52

Magellan Solutions

MARCH 17, 2021

Customers are made up of your industry and brand. White papers . Social Media. Can social media actually increase B2B sales? . But there are some challenges with social media platforms. . This, in turn, leads to a whole lot of wasted marketing dollars and wasted time. Blog posts.

B2B 52

B2B White Paper Social Media Advertising 52

SurveySparrow

APRIL 11, 2021

Brands will understand what each buyer is looking for at different points in the sales cycle. Create brand ambassadors: When you nurture your leads, you are more likely to turn them into brand ambassadors once they realize as a customer that you are all that you promised to be. Have they filled any opt-in forms? Signup for Free.

Social Media 98

Social Media Metrics Webinar White Paper 98

Comm100

APRIL 6, 2020

There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. Comm100’s customer engagement platform helps businesses provide digital omnichannel support and service to their customers via live chat, email, SMS, or social media.

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52

Hallmark Business Connections

AUGUST 11, 2021

What has made the brand so successful (PetSmart acquired it for $3.35 What has made the brand so successful (PetSmart acquired it for $3.35 This thoughtful direct mail content also goes digital, as delighted pet owners are moved to share their experiences across social media channels.

Marketing 74

Marketing Magazine White Paper Social Media 74

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

CSM Magazine

MAY 20, 2020

You can’t market your brand properly if you don’t have your target customer in mind. You can give it away as an ebook, white paper, checklist, or cheat sheet, in exchange for a potential customer’s email address. A referral program is known to generate better ROI than cold calling or generating brand-new leads from scratch.

2020 52

2020 Social Media White Paper ROI 52

Eptica

FEBRUARY 6, 2019

For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media. Listen to staff – and support them Customer service staff are on the frontline, acting as ambassadors for your brand. Share this page on: Tweet.

2008 73

2008 White Paper 2019 Automotive 73

Beyond Philosophy

MAY 14, 2015

One of the reasons your Customers’ trust you is because you deliver consistently on your brand promise. If your channels’ design does not deliver a consistent Experience with your brand promise, it will damage your Customer relationships, creating a level of doubt in what might otherwise have been a trusting relationship.

White Paper 160

White Paper 2014 2015 2012 160

Calabrio

APRIL 25, 2017

As brands follow their customers’ lead and embrace new channels, the contact center data landscape is only getting more complex. They first entered the contact center sphere when social media became a significant channel for customers to interact with brands. Contact center reporting technology of the future.

Contact Center 56

Contact Center White Paper Social Media Roadmap 56