Bill Quiseng

MAY 29, 2024

They may logically say that customer service is the frontline because they are front and center with customers. However, as customers, we emotionally feel we are doing battle with the customer service frontline. As customers, NOW is the time for our customer CARE Revolution! Well, no more.

Customer Care 158

Customer Care Contact Center Customer Service Representative Social Media 158

BlueOcean

OCTOBER 21, 2024

Listen to the audio via our podcast here: One negative customer experience may seem like a drop in the ocean of all your shopper interactions, but it’s never that simple. TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. Too tired to read?

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

BlueOcean

JANUARY 6, 2020

Gartner reveals that of the 70% of customers who start their journey on self-service channels, only 9% resolve their issue there – the vast majority switch channels, creating an exponentially more expensive customer service solution. To put it simply: focus on your holistic customer experience design before you add new channels.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

BlueOcean

FEBRUARY 27, 2018

If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Social Customer Care Cannot Be Ignored.

Social Media 199

Social Media Customer Service Contact Center ROI 199

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

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

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. Here’s why. But I digress.

Customer Service 173

Customer Service Customer Experience Social Media Loyalty 173

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 194

Customer Experience Magazine 2012 Customer Care 194

BlueOcean

JANUARY 22, 2019

Brands need to be comfortable rubbing some of their customers the wrong way, in favor of forging even stronger bonds with those who stick around. From social media, online chats, emails, and phone calls – they’ll be the ones inundated with concerned and hyper-vigilant consumers holding your company accountable at every turn.

2019 204

2019 Consumers Customer Experience Contact Center 204

GetFeedback

DECEMBER 26, 2018

Respond to social media posts. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Customers are vocal over social media too.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

BlueOcean

OCTOBER 6, 2020

This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy? What about feedback via social media networks? These scores and metrics aren’t the only way to look at the customer experience, though. How do those NPS and CSAT scores look?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

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. Social media is a powerful tool that can encourage customers to acknowledge a job well done.

Social Media 146

Social Media Customer Experience Management Financial 146

Bill Quiseng

JUNE 26, 2024

Once you understand the World’s Best experience for each customer, then you need to consistently deliver that experience to every customer with the Rule of Three QUI TAKEAWAYS to deliver the World’s Best customer experience. Don’t just serve to satisfy your customers. Why only three?

Customer Experience 173

Customer Experience Social Media Loyalty Interaction 173

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care. Here are some tips on how you can do that.

Social Media 106

Social Media Customer Service 2014 2015 106

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service Social Media 299

NetBase

JULY 20, 2020

Social Media Analytics is often misunderstood, because the social media itself is misunderstood! Social media isn’t about brands. But they must remember one thing: Social media may provide your brand’s first and last impression, so both need to be good ones. What Is Social Analytics?

Social Media 104

Social Media Net Promoter Score Consumers Brands 104

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

InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

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

Bill Quiseng

MAY 18, 2015

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. What does it take for your business to create remarkable experiences for your customers?

Customer Care 143

Customer Care Social Media Customers Loyalty 143

Experience Investigators by 360Connext

OCTOBER 1, 2014

Email is one of the few fertile grounds you have left for building customer relationships. It’s a small window of time to allow your words to captivate them without the distractions of social media noise or the 10 tabs they have open in their browser. Disaster Alert: Proactive Customer Service to the Rescue.

2013 274

2013 E-support 2014 Social Media 274

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Experience Investigators by 360Connext

DECEMBER 31, 2014

Why not sharpen your customer experience skills, hear from amazing people and offer your insights, as well? Crack the Customer Code , our new podcast on all things customer, is a quick (20 minutes!) Subscribe below for a weekly dose of sound customer experience advice and sass! Take Daily Action!

2015 247

2015 Webinar Entertainment Leadership 247

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes.

Management 195

Management Social Media Hotels Airlines 195

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. So, how exactly does customer empathy impact the customer experience ?

Customer Experience 158

Customer Experience Social Media Customers Insights 158

Experience Investigators by 360Connext

FEBRUARY 25, 2015

Many of the answers don’t have links for where to go.That next step is up to the customer, as well. One of the most important things to do in any customer experience is to reduce customer effort. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

Bill Quiseng

JANUARY 11, 2023

Through social media, people are talking about you whether you know it or not, like it or not. Customers who are dissatisfied with your service rant about their no class experience to others. They’re not just talking about you to their friends on social media.

Customer Care 88

Customer Care Marketing Social Media Advertising 88

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

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

Experience Investigators by 360Connext

JUNE 15, 2015

He also stated to focus on customers, not competitors. A good relationship with customers will solve many things. Will customers care about this improvement? It’s all about the customer! Impressive #leader who understands what #customer first leadership means. Don’t expand for the sake expansion.

2015 217

2015 Leadership Innovation 2014 217

Russel Lolacher

MARCH 8, 2020

2) Millennials Expect You to Engage with them on Social Media. Growing up in an era where social media is just a natural part of daily life brings with it numerous expectations, not only of an online presence but also around its usage and engagement. Commerce and conscience together. But it’s not only about engagement.

Customer Care 80

Customer Care Social Media 2018 2019 80

Experience Investigators by 360Connext

JANUARY 15, 2015

It’s not fair to assume your customers, who don’t live and breathe your brand as you do, know very much about what’s happening. I’ve written before about how marketers obsess over their brands and often assume the customers care as much about it. Nobody wants to end up in customer experience hell.

Customer Centricity 229

Customer Centricity Communication Social Media Consulting 229

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

Experience Investigators by 360Connext

JANUARY 30, 2015

Microinteractions are the small moments that impact the customer experience. e.width){e.setAttribute("data-vertical", "true")}})(this);'' onerror=''(function(e){e.setAttribute("src", "https://media-cdn.list.ly/missing-image.png");})(this);'' Why "Out of Order" Isn''t Out of Bounds To Customers - Customer Experience Consulting.

2013 252

2013 Customer Service E-support 2014 252

ShepHyken

NOVEMBER 21, 2016

But, we don’t live in a perfect world – and sometimes that experience will be a revelation of flaws with the CX and opportunities to improve customer experience. Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. Salesforce Survey Shows Customer Experience Now Job No.

2016 118

2016 Article Social Media Net Promoter Score 118