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

SEPTEMBER 29, 2022

But, mixing these data points with structured feedback via social media or surveys , as well as meaningful data captured in order to achieve a desired goal, will allow retail banks to get a holistic view of their customer and their customer experience. Retail banks already have access to critical customer data.

Banking 370

Banking Retail White Paper Omnichannel 370

DemandJump

MARCH 28, 2023

You’ve written a ton of educational and engaging blogs, white papers, case studies, and more. You’ve posted it all to your website, you’ve shared it out on your social media channels, and maybe you’ve even put some money behind your most important articles.

ROI 105

ROI White Paper Marketing Return on Investment 105

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Monitor and respond to social media complaints – and provide effective resolution. Responding to customers on social media? Is that still up for debate?

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

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

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. In order to create an extensive overall customer and brand experience , companies must utilize customer service best practices in social media.

Social Media 40

Social Media White Paper Entertainment Brands 40

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? Introduction. Should it be customer service?

Social Media 49

Social Media Customer Service Strategies Customer Service Download 49

TechSee

DECEMBER 12, 2017

A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email. . This opportunity, driven by the available technology, has given rise to a whole new visual omnichannel experience.

Omnichannel 144

Omnichannel White Paper Contact Center Touchpoint 144

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

Quadient

MAY 23, 2022

He has authored 21 in-depth reports and books on workforce optimization applications, in addition to co-authoring two books, numerous articles and white papers. Social Media Image. He is one of a handful of industry analysts that have been elected to the Contact Center Pipeline Wall of Fame. . Customer Experience.

Contact Center 105

Contact Center White Paper Document Social Media 105

ShepHyken

MARCH 26, 2019

Social media has transformed how customers and businesses interact. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars. Natalie Petouhoff is the Vice President of Customer Service Innovation at Salesforce Service Cloud.

White Paper 128

White Paper Contact Center E-support Social Media 128

Totango

MARCH 8, 2022

Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists. Leveraging Customer Success is a LinkedIn group for professionals who want to share tips on how to share customer success journeys through social media and other traditional marketing methods.

2022 119

2022 Customer Success White Paper Social Media 119

InMoment XI

MAY 29, 2019

This article was first published as a Maritz Research White Paper. You can view the original paper here.

Social Media 150

Social Media White Paper Article Feedback 150

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.” Moreover, they provide an analysis engine that can incorporate all kinds of data: survey results, social media posts, and linking operational data.” [3].

White Paper 243

White Paper Social Media Feedback 2019 243

ShepHyken

DECEMBER 18, 2019

Publish a report or white paper that will benefit your customers. Do more on social media. Participate in conversations on social platforms and become part of the online customer community. Little reminders shared consistently with employees will help keep customer service front of mind.

2020 128

2020 Customer Service White Paper Social Media 128

Beyond Philosophy

SEPTEMBER 13, 2016

To summarize, stakeholders now expect more from social media, and are using it more, and more effectively, than ever before. Organizations will need to move past the fear of change and experimentation which social media represents to many C-suite executives. The fear, it must be acknowledged, is not baseless.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Comm100

JANUARY 21, 2020

Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. On social media, initial inquiries about a product can be made in the comments section or a direct message to your company. White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person?

White Paper 64

White Paper Social Media Omnichannel B2B 64

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. Remember: Mind your response time.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Stay connected, stay social. Seamless and consistent communications.

Brands 88

Brands White Paper Social Media Webinar 88

Comm100

FEBRUARY 19, 2020

An upset customer has taken to social media to flame your brand. On social media, that number can quickly soar into the hundreds or even thousands. When a customer uses social platforms to publicly shame your brand, you must take immediate action to remedy the situation. Your Business Partners.

White Paper 64

White Paper B2C Social Media E-support 64

InMoment XI

APRIL 26, 2022

How do they feel about your company’s social media presence? Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. But one major con of paper surveys is that they can be pricier.

Customer Experience 195

Customer Experience Fashion White Paper Customers 195

Customers That Stick

SEPTEMBER 18, 2014

A white paper compiled by PunchTab indicates that many Millennials shop online daily.). They are heavy users of Facebook and other social media platforms, and believe in information sharing and gathering via social media and the Internet. Stay on top of your competitor’s programs.

Loyalty Programs 133

Loyalty Programs Loyalty White Paper Social Media 133

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Stay connected, stay social. Seamless and consistent communications.

White Paper 76

White Paper Social Media Webinar 2020 76

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person?

White Paper 52

White Paper Social Media Omnichannel B2B 52

Natalie Petouhof

JUNE 29, 2019

white paper Table of Contents Executive Summary 2 What is a Social Customer? 3 What Does this New Socially-Enabled Enterprise Look Like? 4 The Challenges in Managing Today’s Social Customer Service 5 Is Your Company at Risk for Social Media Disasters?

White Paper 40

White Paper Customer Service Social Media Customers 40

Kayako

OCTOBER 6, 2015

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. Landing pages.

White Paper 96

White Paper Marketing Blog Social Media 96

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base.

2022 93

2022 Customer Experience Omnichannel White Paper 93

CSM Magazine

JUNE 7, 2023

Be sure to encourage satisfied customers to share their feedback and thoughts on review platforms or social media. Also, it’s advisable to engage with customers through social media platforms by responding to comments and messages. Focus on producing valuable content that your audience wants to see.

2023 52

2023 White Paper Social Media Document 52

Magellan Solutions

APRIL 8, 2021

White papers . Social Media. Can social media actually increase B2B sales? . But there are some challenges with social media platforms. . Budgets are also watched under an ROI-focused microscope. This means you’ll be hard-pressed to find a buyer. Content ranges from: Videos . Blog posts.

B2B 52

B2B White Paper Social Media Advertising 52

Totango

AUGUST 23, 2022

Social media posts and ads. White papers. This may occur through encountering your brand or product through a search engine result, a search engine ad, a social media post, a video, a review on a technology website, word-of-mouth or other means. Video content and ads. Blog content. Live chat and chatbots.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

Magellan Solutions

MARCH 17, 2021

White papers . Social Media. Can social media actually increase B2B sales? . But there are some challenges with social media platforms. . Budgets are also watched under an ROI-focused microscope. This means you’ll be hard-pressed to find a buyer. Content ranges from: Videos . Blog posts.

B2B 52

B2B White Paper Social Media Advertising 52

Comm100

FEBRUARY 19, 2020

An upset customer has taken to social media to flame your brand. On social media, that number can quickly soar into the hundreds or even thousands. When a customer uses social platforms to publicly shame your brand, you must take immediate action to remedy the situation. Free Download: Never Miss a VIP White Paper.

White Paper 40

White Paper B2C Social Media E-support 40

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. White papers. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Other content sources include: FAQ sections. Blog posts. User guides.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

ShepHyken

JUNE 24, 2019

Small Business Trends) To rake up great customer reviews or blow up on social media, it comes down to good ole genuine customer support. Number five is can be optional, depending on your business. Great reminders here. 10 Examples of Great Customer Service by Nextiva. Guide: 8 Expert Tips To Go Omni-Digital by Dimelo.

Article 119

Article 2019 Customer Service Poor Customer Service 119

CSM Magazine

OCTOBER 16, 2020

For this reason, experts propose a mix of: Email marketing; Social media channels; Branded apps, etc. Others use social media. Create a knowledge base (blog articles, webinars, white papers, infographics, etc.) As a lending firm, you need to assess how your clients reach you.

Customer Retention 52

Customer Retention White Paper Multi-Channel Social Media 52