Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

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

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

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

Russel Lolacher

JANUARY 25, 2021

Are you taking the necessary approach to build customer trust? . “It The reason – it’s considered in every aspect of it, that includes the relationship your organization has with its customers. CONSIDER GETTING SOCIAL . Social media, done well, is an amazingly effective tool at building social capital.

Social Media 119

Social Media Government Fashion Engagement 119

Russel Lolacher

DECEMBER 10, 2019

.” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. To get it right – REALLY right – serious and thoughtful conversations need to happen before a single account is acquired or a social handle is created.

Social Media 102

Social Media Customer Service Strategies Customer Service Customer Care 102

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. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

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

ShepHyken

MARCH 29, 2017

Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that.

Customer Care 102

Customer Care Social Media Customer Service Training Customers 102

Experience Investigators by 360Connext

JANUARY 26, 2015

are familiar with customer experience terms and ideas, most people still are not. So I explain our work of helping companies and organizations understand the true experience of their customers, leading to improved experiences. . As customers, we know when we’ve had a poor customer experience and we know right from wrong.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

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

Russel Lolacher

JUNE 29, 2021

World Social Media Day is here again, providing a great opportunity to inform and educate your own public sector organization about what its social media efforts do to benefit them and their audience: the public. An Overview of your Social Brands. Those benefits? Breakdown the Benefits. line staff receive. .

Social Media 98

Social Media 2011 Travel 2010 98

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

Experience Investigators by 360Connext

OCTOBER 1, 2014

How do you build customer relationships in today’s high-tech marketplace? Customers are casually dating competitors while we are constantly learning what makes them happy and trying to speak their language. Email is one of the few fertile grounds you have left for building customer relationships.

2013 274

2013 E-support 2014 Social Media 274

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Customers’ combined interactions with your business or product contribute to their overall brand perception too. All of these interactions, combined with the messaging you control, make up a customer’s brand perception. Research shows there are 2.1

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

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

Experience Investigators by 360Connext

FEBRUARY 25, 2015

” we get a lengthy list of the many places where customers and company interact. ” It’s time to brush off the FAQ’s and make them useful for your customers. Wrong move for customers. Instead of using technology to determine who the customer is (member, provider, employer, etc.) generic drugs.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

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

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. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 99

Social Media Marketing Multi-Channel Metrics 99

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. And don’t just serve to satisfy customers.

Customer Care 88

Customer Care Marketing Social Media Advertising 88

Experience Investigators by 360Connext

MAY 20, 2015

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Unhappy customers will harm your brand. YOU DON’T. You can’t.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

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

InMoment XI

JULY 16, 2024

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. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

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. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results.

Management 195

Management Social Media Hotels Airlines 195

Russel Lolacher

MARCH 8, 2020

Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop starring at their screens. 1) If They aren’t Your Customers Now, They will Be. 2) Millennials Expect You to Engage with them on Social Media.

Customer Care 80

Customer Care Social Media 2018 2019 80

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. And don’t just serve to satisfy customers.

Customer Service 173

Customer Service Customer Experience Social Media Loyalty 173

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

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. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 85

Social Media Marketing Multi-Channel Metrics 85

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. Also, it also serves as a proactive strategy for safeguarding your customer experience , addressing potential issues before they even arise.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

Experience Investigators by 360Connext

JANUARY 15, 2015

Saying you’re customer-centric isn’t enough. Customer or company focused? And yet the letter was really a set of instructions for me, the customer, to get a refund. Instead, it creates a lot of additional effort for the customers. It’s not that exciting to a loyal customer of your other service.

Customer Centricity 229

Customer Centricity Communication Social Media Consulting 229

BlueOcean

JANUARY 22, 2019

While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. As customer service leader Paul R. Also read this: Customer Journey Mapping in the Contact Center.

2019 204

2019 Consumers Customer Experience Contact Center 204

Experience Investigators by 360Connext

JANUARY 30, 2015

With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. But once a month, while recording our podcast Crack The Customer Code , I get my lunch from the Mariano’s across the street. Most may never appreciate the care of a small action like this.

2013 252

2013 Customer Service E-support 2014 252

Experience Investigators by 360Connext

DECEMBER 31, 2014

In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. Our mission, after all, is to create fewer ruined days for customers. Why not sharpen your customer experience skills, hear from amazing people and offer your insights, as well? We have big plans ourselves in 2015.

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 194

Customer Experience Magazine 2012 Customer Care 194

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. So content marketing is a big part of your social media strategy.

Social Media 75

Social Media Customer Relationship Management Engagement Communication 75

Bill Quiseng

JUNE 26, 2024

The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. Here are the three: QUI TAKEAWAY: Customer service is what you do for your customers. Customer experience is how your customers feel before, during, and after what you do.

Customer Experience 173

Customer Experience Social Media Loyalty Interaction 173

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. Why is CSAT important?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199