Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Personal Experience Marketing and Advertising Word of Mouth and Social Cues 1. Customer perception has never mattered more. Here’s your complete guide to improving customer perception of your business.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Intercom, Inc.

MARCH 19, 2019

Promoted social media : Promoted posts in your Facebook, Twitter or Instagram feeds. Promoted social media : Promoted posts in your Facebook, Twitter or Instagram feeds. For them, it might mean more money — for you, it means the loss of an account. Divorce : Some of your customers will leave you.

Customer Acquisition 166

Customer Acquisition Social Media Engineering Start-ups 166

Execs In The Know

FEBRUARY 17, 2023

Social media has been around for almost two decades, with 75% of the world’s population ( ages 13+) now actively engaged in an ever-evolving online community of networks and algorithms. But being present and responsive is no longer enough to meet the demands of the modern social consumer.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Lumoa

NOVEMBER 21, 2023

Let’s talk a bit more about how the use of AI tools transforms customer feedback analysis in the next part of this blog. In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. For instance, it is expensive, resource-intensive, and requires expertise.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

SurveySensum

JANUARY 26, 2024

Scenario : Emily, a fitness enthusiast, stumbles upon an online advertisement for a new fitness app while browsing social media. Key Touchpoints : Social media ad showcasing the app’s features. Address common concerns and provide solutions through blog posts, FAQs, and webinars.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

Lumoa

DECEMBER 15, 2022

they could then write an informative blog post or create helpful social media content to attract more potential clients. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed.

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

Steven Van Belleghem

MARCH 9, 2021

I loved the The Guardian ’s description of ClubHouse: “Part talkback radio, part conference call, part houseparty , Clubhouse is an audio-chat-based social networking app”. And of course, as with any new social network: the attention span of its users is high. Attend the Clubhouse events of your customers. What is Clubhouse?

Customer Experience 98

Customer Experience Event Planning Social Media 98

The Customer Service Blog

SEPTEMBER 20, 2023

As many readers will already know, when I’m not editing The Customer Service Blog, I also do university lecturing in the disciplines of Marketing, Management and Business Studies. The technical name for this strategy is ‘dynamic pricing’, and although the story has gained a lot of media publicity, it’s really nothing new at all.

Gambling 76

Gambling Hospitality Hospitality Social Media 76

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. Things like sponsoring sporting events form associations in consumers’ minds; RedBull has cemented its place as an ‘Xtreme Sports’ brand very effectively over the last decade.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

Fonolo

AUGUST 11, 2020

Social cues. Social cues are almost as important. Humans are social animals. This means that social cues — word of mouth, customer reviews, and public associations — can be an incredibly powerful form of marketing. Influencer marketing has become so popular because we’re social animals. Social Media.

Social Media 87

Social Media Sports Sales CX 87

Hodusoft

SEPTEMBER 18, 2023

HoduSoft, an innovative provider of unified communications and BPO solutions, will be one of the prominent participants at this event. In this blog, we will explore what this exciting event holds and how HoduSoft is going to make an impact by participating in this event.

Innovation 52

Innovation Artificial Intelligence Data Entry ML 52

Totango

APRIL 7, 2021

In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. There are apps for email, taking notes, tracking calendar events, posting to social media and so much more. That’s where workflow automation tools can help.

Social Media 118

Social Media Start-ups Technology Technology 118

Totango

AUGUST 11, 2022

Social media posts. Blog content consumption. Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses. In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Demonstration videos.

Net Promoter Score 105

Net Promoter Score Social Media Customer Journey Map Customer Relationship 105

CSAT.AI

AUGUST 12, 2021

As Shopify shared in their 2020 blog , customer feedback helps identify such repeat problems. Calls that end prior to resolution or in queue have a negative impact on overall scores, customer retention and cost per call. Wait times and transfers influence abandon rate. Identify Repeat Problems. Adjust targets as agents acquire efficiency.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

SurveySensum

SEPTEMBER 6, 2023

I started by reading reviews, seeking advice from friends, and checking social media. This involves specific strategies that we’ll discuss in this blog. They enthusiastically share their positive experiences through word-of-mouth, social media, and other channels. This is where brand advocacy comes into play.

NPS 52

NPS Social Media Net Promoter Score Customer Loyalty 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Totango

AUGUST 23, 2022

Social media posts and ads. Social media posts and ads. Blog content. B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. What Are B2B Customer Journey Touchpoints? Offering incentives for referrals.

Touchpoint 115

Touchpoint B2B Customer Journey Map Social Media 115

Totango

FEBRUARY 14, 2022

Provide early access to a new educational resource or event. Quality time doesn’t have to mean taking your customer out for a nice meal or inviting them to a special event (which is much more difficult in our post-COVID world). Shoutout a customer on social media on special occasions, like anniversaries. Quality Time.

Social Media 84

Social Media Education Start-ups 84

Beyond Philosophy

APRIL 17, 2017

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle. Social media, including social media in China, has been ablaze with criticism. Jimmy Kimmel created a United “commercial” parodying the event.

Social Media 110

Social Media Compliance Customer Experience 110

Aquire

JULY 5, 2021

Net promoter score (NPS) Customer retention rate (CRR) Net retention rate (NRR) Gross retention rate (GRR) Conversion rate Average resolution time (TTR) First-call resolution (FCR) Customer satisfaction (CSAT) Social media monitoring Customer engagement metrics Active users Conversation abandonment rate. Let’s get started.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80

Execs In The Know

APRIL 5, 2024

While traveling to the event, their communication traversed multiple channels: an email regarding Pi Day, a voice call about her competition, and a text message revealing the results. The panel fell on Pi Day. Finkelstein initiated the discussion with an anecdote about his daughter’s participation in a pi-digit memorization competition.

Contact Center 52

Contact Center AI Social Media CX 52

Zendesk

JUNE 21, 2023

Brand advocacy is when an individual positively promotes your business, usually by word of mouth and on social channels. Sometimes, the best way to market your company is through the very people who use your products or services. Brand advocacy can be a very effective tool for businesses looking to get the word out and expand market reach.

Social Media 52

Social Media Net Promoter Score Education Construction 52

Fonolo

OCTOBER 26, 2023

For some good examples, see Shai’s recent blog post on the subject: “Manager’s Guide to Call Center Service Levels. For some good examples, see Shai’s recent blog post on the subject: “Manager’s Guide to Call Center Service Levels. And that means no repeating themselves and their problem. Really listen.

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

Beyond Philosophy

MAY 31, 2019

The fact is we are not fantastic and predicting the likelihood of unlikely events in our lives. Probability Estimation is why people tend to overestimate the likelihood of improbable events and underestimate the possibility of events that could happen. We all worry about implausible events. However, it isn’t just her.

Customer Experience 127

Customer Experience Social Media CX Customer Loyalty 127

Customers That Stick

SEPTEMBER 18, 2014

Instead, the degree to which the loyalty program includes components of social sharing and acknowledges the Millennial consumer in a way that gives them the opportunity to feel a part of a business matters more than money-saving offers. Guest Poster: Kristen Gramigna. Focus on connecting personally, virtually. Photo credit: [link].

Social Media 133

Social Media Customer Loyalty Retail Customer Acquisition 133

SurveySensum

JANUARY 25, 2024

Not to mention, earned media, including word-of-mouth and peer-to-peer referrals, drives a whopping 4x brand lift compared to paid media. But asking for that magic word, “referral,” can feel like tiptoeing through a social minefield. It’s like asking for a favor, but an important one! But don’t worry!

NPS 52

NPS Customer Feedback Gaming Social Media 52

Intercom, Inc.

DECEMBER 6, 2019

It doesn’t matter whether a push notification is coming from a fitness app, a news app or a social media app. Think about when they’re normally active on your app or program, or how often they might like to receive blog articles, news or updates from friends. What are push notifications? Types of messages that provide value.

Social Media 138

Social Media Start-ups 138

Beyond Philosophy

JANUARY 19, 2015

Here is one of the most significant finding s (as reported by Ed Keller, CEO of Keller Fay Group, a leading word-of-mouth research and consulting firm , in a recent blog): - Brand categories talked about online differ widely from those talked about offlline. In this blog, we’re zeroing in on automotive word-of-mouth.

Sports 143

Sports Social Media Technology Technology 143

SurveySensum

SEPTEMBER 8, 2023

Utilizing Promoters as Brand Advocates According to Nielsen , 92% of consumers around the world say they trust earned media, such as recommendations from friends and family. So, the question here is how NPS impacts revenue growth and how businesses can actually leverage its potential to increase their revenue. Here are 4 ways to do that!

NPS 52

NPS Social Media Customer Satisfaction Customer Loyalty 52

Execs In The Know

OCTOBER 10, 2022

Channels include email, phone calls, social media, websites, text messaging, online, and physical stores. Customers want to connect with brands across multiple channels on their preferred platforms. Understanding the difference between omnichannel and multichannel is essential for businesses to enhance customer experience.

Omnichannel 59

Omnichannel Customer Experience Contact Center E-commerce 59

ECXO

JANUARY 30, 2024

They are also responsible for problem-solving, and social behavior. While these are necessary, they are often not sufficient in driving customer loyalty and repeat purchases. “These aspects often touch on the rational part of the brain which is responsible for only 5% of the decisions we make daily.”

CX 52

CX Customer Loyalty Education Customer Retention 52

SugarCRM

APRIL 1, 2020

Does your marketing team have a blog? Undertake SEO efforts for that blog? Have active social media accounts? Inbound marketing includes efforts like blog posts, SEO, social media, and webinars. Outbound marketing, on the other hand, includes efforts like advertisements, cold calls, and events.

Social Media 48

Social Media Sales Education Engineering 48

Beyond Philosophy

NOVEMBER 29, 2014

Social media feeds across the USA are sporting this meme. For many people, the event of Black Friday became the kickoff to their holiday tradition. According to Scott Robinson, Senior Director, Loyalty Design & Solutions of Bond Brand Loyalty, the atmosphere around Black Friday as a social event has changed as well.

Social Media 117

Social Media Retail Sports Gaming 117

Intercom, Inc.

JUNE 1, 2018

About 50 percent of my time was spent communicating with potential users, whether that was asking them to try Intercom over email, meeting them at conferences, responding to them in blog comments or talking to them on Hacker News. So I was the person responsible for writing the blog, meeting people at conferences, speaking onstage, etc.

Start-ups 201

Start-ups Social Media Gaming Technology 201

Totango

NOVEMBER 15, 2021

Support events are critical steps in the customer journey. They may provide features such as online knowledge bases, help centers, community forums, and support via multiple channels, including social media, messaging, live chat, email, and voice. Two of today’s most popular CRM apps are Salesforce and HubSpot.

CRM 110

CRM Social Media Customer Relationship Management Customer Relationship 110

PeopleMetrics

OCTOBER 27, 2014

We’ve written about social media fails – remember Alton’s Comcast Disaster ? Supernatural is a television show about two brothers (Jensen Ackles and Jared Padalecki) fighting monsters, but ask any fans about the show’s social media influence, and they’ll point you to one man: Misha Collins. Read a blog you liked?

Social Media 102

Social Media Customer Experience Customer Retention Customer Relationship 102