ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 88

Social Media Customer Service Marketing Airlines 88

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

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

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

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

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

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 61

Social Media Customer Service Strategies Customer Service Download 61

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 122

2022 Customer Success White Paper Seminar 122

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Financial 144

Financial White Paper Books Airlines 144

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 116

Article 2019 Customer Service Poor Customer Service 116

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 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

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

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 85

Customer Journey Social Media B2C Omnichannel 85

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 98

2022 Customer Experience Omnichannel White Paper 98

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

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

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

Comm100

FEBRUARY 11, 2025

Much like the worlds leading brands, universities must rethink the student journey, applying lessons from customer-centric companies that excel at personalization, responsiveness, and proactive support. The truth is, higher education isnt just about delivering knowledge anymore. The best part? Thats where the real challenge lies.

White Paper 52

White Paper Financial Banking Demo 52

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

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

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

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

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

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

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

Beyond Philosophy

SEPTEMBER 6, 2016

One of my white papers, “Linking Employee Behavior to Customer Advocacy”m points to studies showing that customers who complain to an organization and have their complaints resolved satisfactorily tell an average of five other people about the good treatment they received. How to Optimize Social Media Customer Service for Millennials.

White Paper 74

White Paper Multi-Channel Consulting Customers 74

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out. That brand promise has to be delivered by customers every time they interact with the company.

Engagement 68

Engagement White Paper Definition Consulting 68

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

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

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

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 54

Omnichannel 2020 White Paper Social Media 54

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

Comm100

OCTOBER 8, 2016

Newsletters, texts, and social media updates can help keep inform your customers about your latest blog posts. Increase your social media presence. Facebook, Twitter, and LinkedIn combined have close to 2 billion monthly active users —for this reason, your company would do well to have a solid social media presence.

Customer Retention 61

Customer Retention Loyalty Loyalty Programs Social Media 61

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Customers like that they can privately engage with a brand, express their concerns and get immediate solutions.

2020 90

2020 E-support 2018 Hospitality 90

Comm100

APRIL 8, 2016

But if you focus on conducting your own research, you may find that you can better reach them through another social media platform, like Instagram or Tumblr (where, perhaps, you have less competition). “A brand for a company is like a reputation for a person. There are two edges to the social media sword.

Customer Service 49

Customer Service Social Media White Paper Call Center 49

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 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