InMoment XI

APRIL 26, 2022

Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch? How do they feel about your company’s social media presence? But one major con of paper surveys is that they can be pricier.

Customer Experience 195

Customer Experience Fashion White Paper Customers 195

BirdEye

DECEMBER 14, 2022

Social media has completely changed the way businesses can grow. If you’re looking to improve engagement and increase your brand awareness, you’ll need to know which types of social media content appeal most to your followers. Social media content categories. Written posts 3. Video stories 5.

Social Media 98

Social Media Entertainment Webinar White Paper 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

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. This opportunity, driven by the available technology, has given rise to a whole new visual omnichannel experience.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Not Monitoring Changes in Customer Perception. Progress isn’t socialized. But voice of the customer data can also come in real-time. Unproven ROI.

White Paper 243

White Paper Social Media Feedback 2019 243

Beyond Philosophy

SEPTEMBER 13, 2016

It is, finally, a recognition that word-of-mouth is what people (customers and employees) think and say about an organization, not what the organization believes and says about themselves. To summarize, stakeholders now expect more from social media, and are using it more, and more effectively, than ever before.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Beyond Philosophy

MAY 14, 2015

Goodness knows you have several examples of what happens when an organization violates the trust of the Customers’ it serves ( Target, General Mills ). It makes a consistent Customer Experience, through ALL of your channels including self-service, critical to maintaining the trust.

White Paper 160

White Paper 2014 2015 2012 160

ShepHyken

MARCH 26, 2019

AI shouldn’t replace humans; it’s meant to aid and augment both the employee and customer experiences. AI might be more useful to employees rather than customers. Social media has transformed how customers and businesses interact. They should be less concerned with statistics and more concerned with people.

White Paper 126

White Paper Contact Center E-support Social Media 126

Comm100

JANUARY 6, 2022

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? 67% of customers said they would spend more money if they received a better customer service experience. Personalized . Accessible.

2022 98

2022 Customer Experience Omnichannel White Paper 98

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. Little reminders shared consistently with employees will help keep customer service front of mind.

2020 124

2020 Customer Service White Paper Social Media 124

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 61

Social Media Customer Service Strategies Customer Service Download 61

Kayako

OCTOBER 6, 2015

You’ll also have unhappy customers. If you sell someone a social media management suite but don’t keep them up to date on industry best practices, for instance, they’ll find someone else that will. White papers. White papers are similar to ebooks, but they are generally shorter and focused more narrowly targeted.

White Paper 96

White Paper Marketing Blog Social Media 96

Totango

MARCH 8, 2022

A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists.

2022 122

2022 Customer Success White Paper Seminar 122

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. I never knew I wanted that.”

Article 116

Article 2019 Customer Service Poor Customer Service 116

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 understand customers, the effective enterprise needs to think in human, emotional terms. Does it understand customers, and their individual journeys?

Financial 144

Financial White Paper Books Airlines 144

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. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Brands 88

Brands White Paper Social Media Webinar 88

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. The best way to do this is to use a good social media service and online reputation management platform. Tiffany and Co.

Social Media 40

Social Media White Paper Entertainment Brands 40

Comm100

JANUARY 21, 2020

Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. So, what should you look at when planning or evaluating your customers’ digital journey? Digital channels are absolutely critical when designing your customer experience.

Customer Journey 85

Customer Journey Social Media B2C Omnichannel 85

Comm100

FEBRUARY 11, 2025

Think about the last time you had a frustrating customer experience; maybe a bank that put you on hold for an hour, or an airline website that somehow made it impossible to book a flight without a degree in cryptography. Now imagine that level of friction stretched across four (or more) years of a students life. The best part?

White Paper 52

White Paper Financial Banking Demo 52

Totango

AUGUST 23, 2022

Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. Social media posts and ads. White papers. Customer Success Communities. 8 Types of Customer Journey Touchpoints for B2B SaaS Clients. Video content and ads. Blog content. Live chat and chatbots.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

Quadient

MAY 23, 2022

Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center White Paper Document Social Media 105

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. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

White Paper 76

White Paper Social Media Webinar 2020 76

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

White Paper 64

White Paper Social Media Omnichannel B2B 64

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

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. White papers. Company policies that affect customers. Blog posts.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Customer Interactions

JULY 7, 2015

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. They do this by first listening “(across channels) to understand customer intent.

White Paper 28

White Paper Social Media Customer Experience Interaction 28

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 65

Contact Center Engagement White Paper Social Media 65

Comm100

FEBRUARY 19, 2020

By giving these VIPs a consistent and high-quality experience, such as assigning them to the “personal shopper” representative they worked with last time, you will inspire them to keep using your product or service, and likely spend even more. Recommended for you: 3 Ways to do More with Customer Experience Personalization.

White Paper 64

White Paper B2C Social Media E-support 64

Tricia Morris

AUGUST 11, 2015

In the GBC report, 47% of respondents agreed or strongly agreed that their organization currently does a good job of soliciting customer feedback which is pretty good. Yet, 35% say their currently integrate customer data to improve the customer experience, and only 24% use analytics to define customer segments.

Government 81

Government Customer Service White Paper 2015 81

Natalie Petouhof

AUGUST 15, 2022

“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

White Paper 52

White Paper Social Media Omnichannel B2B 52

LiveChat

JUNE 8, 2018

Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. And, in the day and age of social media, negative word-of-mouth from unhappy customers can spread like wildfire, tarnishing your reputation.

Communication 66

Communication Social Media B2C White Paper 66

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Eptica

FEBRUARY 6, 2019

There are three key considerations – and they all have customer experience at their core: 1. Listen to customers – and act on their insight To ensure that your changes are having the right effect, you need to understand what your customers are saying and feeling about you.

2008 73

2008 White Paper 2019 Automotive 73

SurveySparrow

APRIL 11, 2021

What is their social media interaction with your brand like? When referring to multiple channels, we want you to think about using social media, email marketing, podcasts, paid targeting, organic content, web content, and sales outreach. How many times have they opened emails from you? Have they filled any opt-in forms?

Social Media 98

Social Media Metrics Webinar White Paper 98