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

Comm100

SEPTEMBER 1, 2016

Social media. The ultimate double-edged sword of customer care. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. Look at them as an opportunity to build on your customer relationships.

Social Media 46

Social Media Download Brands Customer Care 46

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

Lithium

MAY 7, 2024

Marketing Khoros Social Media Management Fresh Features - Episode 4 Check out the latest product release for Khoros’ Social Media Management. 2024’s top social media trends: How social listening maximizes their potential 2024’s social media marketing landscape focuses on one guiding principle: prioritization.

2024 52

2024 Social Media Webinar Download 52

ShepHyken

NOVEMBER 21, 2016

Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. My Comment: Buffer has shared their insights on the current and future state of social media marketing.

2016 119

2016 Article Social Media Net Promoter Score 119

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 103

2019 Article Social Media Customer Service 103

Kustomer

JANUARY 7, 2022

Dedicated self-service software tools are powerful allies for your customer service agents. These tools and solutions are another important facet in the overall customer journey. CRM for Customer Context Chatbot Auto-Reply Email Order Status Downloadable Content Product Information Proactive Communication.

Social Media 82

Social Media E Commerce Omnichannel Multi-Channel 82

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Airlines Retail Social Media 36

Grade.us

NOVEMBER 2, 2018

Social media's not going away any time soon. 2018's Best Social Media Marketing Blogs. These blogs are consistent providers of top-notch social media content. Social Media Explorer. Social Media Today. Social Media Biz. Ignite Social Media.

Social Media 32

Social Media 2018 Blog Article 32

ShepHyken

APRIL 1, 2019

A Complete Guide to Social Media Customer Service by Anna Bredava. Search Engine Journal) In this article, we’ll go through all the steps of building a social customer service strategy from scratch and answer the frequently asked questions about social customer support.

2019 103

2019 Article Customer Service Social Media 103

BirdEye

SEPTEMBER 29, 2023

By putting the customer front and center, you can translate your product’s features into benefits customers care about. By developing specific buyer personas, such as marketing personas, you stand to gain a deeper understanding of your customers. Download our buyer personas template to get started right away!

Insurance 111

Insurance Social Media Multi-Channel Advertising 111

ShepHyken

DECEMBER 19, 2016

(SparkCentral) This guide lays out the integral components needed to establish a successful social media customer care strategy and makes a case for providing the right care in the right way. While many companies think that social media is a marketing tool, Sparkcentral shares this compelling statistic.

2016 93

2016 Article Social Media Customer Service 93

Lithium

DECEMBER 6, 2022

How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise.

2022 52

2022 Social Media 2023 Roadmap 52

Magellan Solutions

JUNE 1, 2021

Numbers Behind Non-voice Customer Care Outsource. To say it simply, businesses see it only as a background service or fallback option support to customers. . To say it simply, businesses see it only as a background service or fallback option support to customers. . This is serious. .

Customer Service 52

Customer Service Social Media Call Center 2018 52

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now.

Customer Service 79

Customer Service Contact Center 2026 Call Center 79

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. How to Calculate Social Customer Care ROI.

ROI 45

ROI Social Media Airlines Customer Service 45

SmartKarrot

SEPTEMBER 19, 2023

Each person that interacts with your customers, from the customer care representative to the social media manager, should know what is expected of them in improving customer experience. This is because each customer’s journey starts with content.

Download 10

Download Marketing Social Media Document 10

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Are you ready to provide fast and responsive customer care?

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Thematic

AUGUST 29, 2024

Listening to your customers is now more important than ever. According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box.

Voice of Customer 62

Voice of Customer Social Media Feedback Multi-Channel 62

Feedbackly

OCTOBER 13, 2022

You can compare the results with the number of support cases raised with customer care. . In the post-purchase phase, you can send out an EVI® survey to know if customers are satisfied with the product or service they purchased. If the product meets the customer’s needs and is easy to use, the score is likely to be very high.

Customer Journey 64

Customer Journey Measurement NPS Social Media 64

Brandwatch CX

FEBRUARY 3, 2019

A large part of a successful social media strategy involves monitoring metrics and analyzing the performance of your posts. Some of these tools offer analytics for multiple social media sites, which makes sense when 91% of brands have multiple social accounts. As Facebook is the largest network with 1.55

Social Media 89

Social Media Metrics Download Insights 89

Comm100

AUGUST 24, 2016

We all want our customers to be happy with our products and services. But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated.

Customer Service 58

Customer Service Social Media Customer Service Representative Multi-Channel 58

NetBase

OCTOBER 8, 2019

Every brand could stand to do better on social – and not just from a social marketing standpoint. Each company can be found somewhere on the social media maturity spectrum and its sophistication (or lack thereof) comes with different challenges and opportunities. Social media continues to grow in importance.

Social Media 57

Social Media Marketing Brands Metrics 57

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 56

ROI Customer Service Average Handle Time Customer Experience 56

NetBase

JUNE 26, 2019

As we’ll be sharing in our upcoming Global Social Media Analytics Report , brands are directing quite a bit of budget toward their analytics tools these days – and for good reason. The long-term ROI , of course: 113 Industries helped Ocean Spray use social analytics to find the next $100 million dollar idea. Why so much?

Social Media 56

Social Media ROI Consumers Brands 56

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. Download Training Brochure.

Customer Centricity 54

Customer Centricity Measurement 2019 Customer Satisfaction 54

Comm100

DECEMBER 11, 2017

Live chat is especially popular among online retailers who don’t want to let customers slip away if they’re the least bit interested. Some providers allow co-browsing, where the customer care agent takes temporary control over the user’s browser and provides technical troubleshooting or directs them to pages where they will find resources.

Customer Experience 47

Customer Experience Social Media Multi-Channel Culture 47

Comm100

MAY 11, 2020

To cater to this, brands have to offer a range of digital channels to these customers, including live chat, email, social media and SMS. This is known as multi-channel customer engagement and it’s the first step to great customer support – but it’s not enough. Customers hate being passed between agents.

Omnichannel 59

Omnichannel Multi-Channel 2003 Download 59

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Download Now. No more shared inboxes.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Customer Experience 119

Customer Experience Download Workshop Metrics 119

Comm100

APRIL 6, 2020

This provides a cohesive and seamless experience for both the customer and the agent across devices and touchpoints. Comm100’s customer engagement platform helps businesses provide digital omnichannel support and service to their customers via live chat, email, SMS, or social media. Download Now.

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52

ijgolding

JULY 18, 2018

The Customer Service Summit is a two-day event bringing over 150 senior customer experience, customer service and social customer care leaders together to discuss strategies for delivering effortless, efficient, and engaging customer experiences in an age of everchanging customer expectations.

Events 49

Events Customer Service Customer Experience Customer Care 49

Comm100

MAY 11, 2020

To cater to this, brands have to offer a range of digital channels to these customers, including live chat, email, social media and SMS. This is known as multi-channel customer engagement and it’s the first step to great customer support – but it’s not enough. Customers hate being passed between agents .

Omnichannel 52

Omnichannel Multi-Channel 2003 Download 52

CX Journey

MARCH 26, 2015

The book was compiled by Sprinklr , and it''s aptly titled, The Survival Guide to Customer Experience. In today’s world, the only thing that customers care about is the experience. Customers want a consistent brand experience each time they interact with your brand – and they want it across all channels.

Customer Experience 64

Customer Experience Social Media Books Download 64

NetBase

OCTOBER 5, 2018

Customer satisfaction happens across a number of fronts – though many brands tie this to a focus on customer service, i.e., managing customer complaints. Everything your brand does – from what you stand for, to the ease of your in-store and ecommerce check-out, to customer care – is part of the overall customer experience.

2018 45

2018 Consumers Brands Social Media 45

Comm100

APRIL 27, 2020

Routing rules can be applied across channels, saving more customers from two of the most excruciating customer pain-points: getting passed around from agent to agent before connecting with someone who is able to handle their issue, and having to repeat their story over and over again. Download Now.

Omnichannel 59

Omnichannel Download Automotive Connections 59

C3Centricity

SEPTEMBER 3, 2018

My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. I believe they show a serious problem in the business of looking after our customers today. By your customer care, that’s how. And knowing exactly what your customers want.

Customer Centricity 67

Customer Centricity Customer Satisfaction Social Media 2011 67