BlueOcean

JANUARY 22, 2019

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge.

2019 204

2019 Consumers Customer Experience Contact Center 204

BlueOcean

JANUARY 6, 2020

As we close out the decade, we can safely make two sweeping statements: consumers have more channel options to reach a resolution than they did ten years ago, and we know a whole lot more about consumer behaviors than we did ten years ago. Organizations have rallied around the consumer call to action for brands to “Know Me.”

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

BlueOcean

OCTOBER 21, 2024

TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. If you’re ready to do the math, this formula can help you start to explore the cost of losing a customer.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

BirdEye

SEPTEMBER 12, 2023

We live in times that demand every business to have some presence on at least 2-3 social media platforms. You can no longer afford not to have a social media strategy for your business. There is heavy competition among brands on social media. Table of contents Why is social media marketing important?

Social Media 105

Social Media Measurement Brands Leadership 105

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

BlueOcean

OCTOBER 4, 2023

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. The impact of bilingual support on the customer experience cannot be understated. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

NetBase

JULY 20, 2020

Social Media Analytics is often misunderstood, because the social media itself is misunderstood! Social media isn’t about brands. And it’s a place for brands to observe these interactions and connect with consumers. This is where Social Analytics comes into play.

Social Media 104

Social Media Net Promoter Score Consumers Brands 104

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 about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. WHAT IS SOCIAL MEDIA ANALYTICS? But which tools are “right?”

Social Media 99

Social Media Marketing Multi-Channel Metrics 99

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 90

Social Media Customer Service Marketing Airlines 90

InMoment XI

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to. Overlooking it might spell your downfall.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to. Overlooking it might spell your downfall.

Management 195

Management Social Media Hotels Airlines 195

NetBase

APRIL 25, 2019

Spring is a great time to perform a social media audit , to check in and ensure your brand goals are on track for the next quarter – headed towards back-to-school campaigns and ultimately the holiday season. Which tools are best for assessing your social performance? How are you doing with customer care?

Social Media 83

Social Media Multi-Channel Demo Consumers 83

ShepHyken

AUGUST 13, 2021

He writes about how successful, global brands use social media to deliver outstanding customer service experiences. Social media is a powerful tool that can encourage customers to acknowledge a job well done. Separate technical support from core marketing accounts.

Social Media 151

Social Media Customer Experience Management Financial 151

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 about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. WHAT IS SOCIAL MEDIA ANALYTICS? But which tools are “right?”

Social Media 85

Social Media Marketing Multi-Channel Metrics 85

Bill Quiseng

MAY 18, 2015

By providing customer care that supports your brand’s vision, mission and values, you inspire customer advocates to truly believe in your company’s products, services, and brand, and to share their positive feelings with others (friends, family, acquaintances, social media networks, etc.).

Customer Care 143

Customer Care Social Media Customers Loyalty 143

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service.

Social Media 52

Social Media Government Customer Care Transportation 52

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. With the fame came a wave of social media engagement. That’s a lot of potential for customer care.

Social Media 71

Social Media Customer Service Download Customer Care 71

Experience Investigators by 360Connext

FEBRUARY 25, 2015

Groupon is a more straight-forward business-to-consumer organization, but I don’t dare to oversimplify that. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. More Posts - Website Follow Me: The post Are Your FAQ’s Driving Customers Mad?

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

Provide Support

OCTOBER 28, 2015

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Just these facts alone are enough for companies to start giving basic attention to the quality of their social customer care.

Customer Care 90

Customer Care Social Media 2003 2015 90

Second to None

MARCH 2, 2021

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. You can, and should, use the brand experience as a frontline tool to turning consumers into customers — and loyal ones. How Do Consumers “Experience” a Brand? Social media .

Consumers 109

Consumers Brands Social Media Loyalty 109

transcosmos Information Systems

SEPTEMBER 5, 2018

During ancient times when the internet was but a fledgeling piece of technology, man relied on archaic ways like the reliable word-of-mouth when looking for reviews about certain consumer products or services before procuring them. Now, social media has turned into a place for business, too. Know where your customers are.

Social Media 69

Social Media E-support Document Customer Service Strategies 69

Provide Support

SEPTEMBER 22, 2015

Social Media in Customer Service. Complaining customers are, unfortunately, an inevitable fact of business life. The way you respond to and handle their complaints will determine whether your customers share on social media how terrible your company is or will remain happily loyal to your brand.

Social Media 89

Social Media Customer Service E Commerce E-support 89

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? Should it be customer service?

Social Media 68

Social Media Customer Service Strategies Customer Service Download 68

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Social Media Government 98

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Customers are connected.

Consumers 103

Consumers Technology Blog Chief Customer Officer 103

Fox Metrics

NOVEMBER 19, 2020

Imagine engaging in social media marketing without measuring any of it. Social Media analytics is fundamental to your marketing success. With the FoxMetrics social media analytics tool , you’ll get insights on what to expect, how to act, and the right decisions to make for social media.

Social Media 59

Social Media Metrics ROI Measurement 59

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Think Outside the Big Three.

Social Media 65

Social Media Customer Service Marketing Hotels 65

ShepHyken

JULY 8, 2019

Roger Dooley, the author of Friction, shares a story about a high-effort, friction-laden customer experience that reminds us how important it is to be easy (or, at least easier) to do business with. If You Don’t Use These Social Media Tips to Improve Customer Service, You’ll Hate Yourself Later by Larry Kim.

2019 122

2019 Article Customer Service Social Media 122

NetBase

AUGUST 17, 2020

Many marketers are relying on advanced social media analytics intel combined with powerful social media listening capabilities to inform strategy. We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. Global Marketers Share Social Media Analytics Understanding.

Social Media 56

Social Media 2020 Marketing ROI 56

Comm100

FEBRUARY 5, 2018

From the rubble, a new dynamic emerged (the same one we know so well today): organizations spoke to customers and customers held the power to reply. Greater consumer power brought forth a new reality for companies. Social Media Software. Exploring A Broad Term: What Is Customer Engagement Software?

Social Media 68

Social Media Customer Engagement Engagement Marketing 68

Magellan Solutions

SEPTEMBER 29, 2020

For modern consumers, using social media to air complaints and to get the kind of help they need is the best option. Waiting to talk to a customer service representative over the phone can actually take a long time, and going to the company’s office can be too much of a hassle. What is social media customer service?

Social Media 52

Social Media 2020 Customer Service Call Center 52

NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. Better understand customer experience and the consumer journey. And that last bullet will drive ways to reconnect with consumers and re-energize confidence. Customer care. A preview of its findings follow.

Social Media 53

Social Media 2019 Marketing ROI 53

TechSee

DECEMBER 31, 2019

Customer data can be tapped to help businesses deliver superior overall experience as well as service and support. According to Accenture, 75% of consumers are more likely to buy from a company that knows their name and purchase history. Reaching customers through social media. Voice will be king.

2020 136

2020 Customer Service Contact Center Social Media 136

BlueOcean

DECEMBER 13, 2022

Salesforce research says consumers like us belong to 4.3 If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. Customer Service Is the Cherry on Top.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

2019 104

2019 Article Social Media Customer Service 104