The Customer Service Blog

SEPTEMBER 28, 2021

Has social media damaged the relationship between seller and customer? I’m especially interested in his argument that the rapid expansion of social media has given more power to consumers, generated unrealistic expectations, and created an unhealthy relationship between seller and customer. What do you think?

Social Media 52

Social Media Customer Relationship Retail Customer Loyalty 52

Confirmit

FEBRUARY 19, 2020

The ACE Awards can improve brand awareness and provide great PR opportunities. And if that’s not enough, you’ll also be invited to take part in blogs , videos , webinars and of course, the ACE Award Showcase book. Social buzz. Create brand awareness. Competitive strength. Employee recognition. An excuse to celebrate!

Social Media 52

Social Media Voice of the Employee Voice of the Customer CX 52

Beyond Philosophy

SEPTEMBER 20, 2017

Ryanair’s statements in the days after the announcement did little to calm the outrage in the press and on social media. Hapless travelers are stranded in far-flung cities or stuck at home when they expected to be on holiday. Ryanair announced last Friday that it would cancel 40-50 flights per day for the next six weeks.

Non-Profits 153

Non-Profits Social Media CX Customer Experience 153

Beyond Philosophy

JANUARY 18, 2016

B of A quickly backpedaled and dropped the fee, but the PR damage was done. The hotel in Hudson, NY, deducted $500 for every bad review posted on social media after the event from the couple’s deposit, with the chance to have it refunded if the review is removed. VW lied about their cars’ fuel efficiency.

Entertainment 109

Entertainment Social Media Start-ups Customer Experience 109

Ameyo Callversations

MAY 24, 2022

61% of customers proclaim to have left a bad review on the brand page or a blog after their negative experience regarding customer service. PR Newswire ). 61% of customers proclaim to have left a bad review on the brand page or a blog after their negative experience regarding customer service. PR Newswire ). Arena CX ).

Customer Service 52

Customer Service Artificial Intelligence Contact Center Omnichannel 52

CSAT.AI

AUGUST 14, 2019

Nextiva makes a great point in their blog about having a separate social media service strategy. They give the example of the problem with using one Twitter handle for brand and customer service: “If that is the case, your support reps, PR manager, community manager, and QA all need access to your Twitter.

Customer Service 52

Customer Service Sentiment Analysis Contact Center Omnichannel 52

Beyond Philosophy

MAY 4, 2023

Back at the turn of the millennium, there weren’t a lot of ways to do this, so I wrote a book and did PR about it through TV and radio. However, there are numerous ways to get there today, including social media, blogging, podcasts, etc. 10 Rules for Building a Successful Consultancy Be brave and be committed.

Start-ups 78

Start-ups Gambling Social Media Education 78

Comm100

NOVEMBER 3, 2017

Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. The Basics of Social Media Training.

Social Media 46

Social Media Social Listening Start-ups Legal 46

Customer Service Life

JUNE 3, 2019

This article was originally published on the ICMI Blog on March 19, 2019. In a traditional call center, we might use average handle time to understand how many calls agents are handling per hour, but this is a tricky metric when we look at newer channels like email, chat, text, social, etc. Image by Harald Funken from Pixabay.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

Comm100

NOVEMBER 27, 2017

rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. It turns out that to err is human, but to apologize (at least genuinely) may be less so.

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

Comm100

APRIL 27, 2020

Agents may receive messages that were initiated by the customer or by an automated proactive invitation and should be very comfortable responding in the right tone and format of their assigned channel – whether live chat, email, SMS, or social media. Recommended for you: 4 Ways to Get Rid of Painful CX Silos. Customer journey.

Omnichannel 59

Omnichannel CRM Customer-Centric Organization Social Media 59

Comm100

OCTOBER 8, 2016

Enhance your blog. A good blog communicates to customers that you care about solving the problems in their industry. A healthy blog not only brings in new eyeballs, but it also enables you to build a reputation as a dependable and knowledgeable provider. Increase your social media presence. Special Reports.

Customer Retention 60

Customer Retention Customer Loyalty Social Media Education 60

Qualtrics

JUNE 6, 2019

She drives the company’s corporate positioning, branding and identity, marketing campaigns, public relations, social media and field marketing efforts. She’s obsessed with media, music, design & film, and is dedicated to giving back. Prior to Adobe, she was the VP of marketing for Intel.

Transportation 33

Transportation Entertainment Sports Social Media 33

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. We often think of word of mouth in the literal sense but these days it’s far more; customer reviews, social media, and micro-blogs are all word of mouth too.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

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

SugarCRM

DECEMBER 9, 2021

Being a successful marketer means keeping an eye on the horizon for the next big thing: the next social media platform, trade show, and new customers. Secondly, they have a solid social presence. They’re the people with a big social media following or a successful blog, and plenty of people turn to them for advice.

Social Media 26

Social Media Start-ups Sales Education 26

Intercom, Inc.

AUGUST 1, 2019

. “Michael is the rare CFO who also leads up marketing, which makes him the perfect person to talk us through the company’s trajectory” As the head of Intercom’s Early Stage program for Startups, the fast-growing fintech startup is one company I’ve been keeping my eye on. Short on time? Here are five quick takeaways: Break some rules.

E-commerce 36

E-commerce Start-ups B2B Retail 36

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 47

Social Media Customer Service Start-ups Omnichannel 47

Intercom, Inc.

DECEMBER 16, 2021

Moreover, you’ve likely benefited from his advice at one point or another. A mathematician by training and growth expert by trade, Andrew led Uber’s Rider Growth teams in the pre-IPO period, and for the past three years, he’s been a general partner at Andreessen Horowitz, the most widely-known VC firm on the block. Unpacking network effects.

Start-ups 138

Start-ups Gaming B2B Social Media 138

1 to 1

MAY 7, 2013

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Customer Experience 51

Customer Experience Social Media CRM Voice of the Customer 51

1 to 1

JUNE 11, 2013

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Customer Experience 44

Customer Experience Social Media CRM Customer Loyalty 44

1 to 1

JUNE 11, 2013

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Social Media 37

Social Media CRM Customer Loyalty Voice of the Customer 37

1 to 1

MAY 5, 2013

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Entertainment 42

Entertainment Sports Social Media CRM 42

1 to 1

MAY 2, 2013

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Social Media 39

Social Media Touchpoint CRM Gaming 39

1 to 1

JUNE 13, 2013

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Customer Satisfaction 40

Customer Satisfaction Social Media CRM Voice of the Customer 40

1 to 1

MAY 3, 2013

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Social Media 37

Social Media CRM Healthcare Voice of the Customer 37

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

Comm100

FEBRUARY 5, 2018

After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered. This blog post aims to demystify customer engagement software by identifying the kinds of engagement tools that are out there, and what these tools are good for.

Social Media 49

Social Media CRM Social Listening Omnichannel 49

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Social Media Software with Integrated Social CRM. Business Seeks PR Software to Monitor Brand Across All Media.

Social Media 42

Social Media CRM Omnichannel Invoicing 42