Experience Investigators by 360Connext

MAY 27, 2015

She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Want a full workup on her?

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Comm100

NOVEMBER 13, 2022

Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. Juggling all these channels while delivering efficient and connected support is difficult, and often impossible. Commonly supported channels.

Omnichannel 88

Omnichannel Customer Service Social Media Healthcare 88

Beyond Philosophy

FEBRUARY 1, 2021

We’ve got global marches… The Accenture study found that two-thirds of consumers think their protest actions, including boycotting brands or calling them out on social media, can make a difference in company behavior. Therefore, building emotional connections with today’s modern consumer is critical! years vs 3.4

2021 147

2021 Marketing 2011 Hospitality 147

ShepHyken

MAY 3, 2019

Similarly, as far back as 2011, RightNow’s 2011 Customer Experience Impact Report found that 55 percent of consumers said that easy access to support and information can make them fall in love with a brand. 74 percent said they will do repeat business with a company if their experience is easy. Be where your customers are.

Blog 114

Blog 2011 Loyalty Definition 114

Russel Lolacher

DECEMBER 20, 2021

And it’s been well received… @TranBC @DriveBC thank you for your great social media presence. we see all your hard work, @DriveBC @TranBC social media leads. social has become a critical communication tool and is a part of our public infrastructure. this work is important! Have you seen the pictures?

Customer Care 59

Customer Care Transportation Social Media Government 59

Comm100

NOVEMBER 13, 2022

Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want. Live chat allows customers to connect with agents in real-time using a familiar chat interface, whether on a website or integrated within a mobile app. Social media .

Customer Service 75

Customer Service Omnichannel Social Media 2021 75

ProProfs Chat

JULY 30, 2021

Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you? Some of them rely on powerful social media marketing while others opt for creating powerful content centered around industry specific topics.

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

SurveySensum

SEPTEMBER 8, 2023

Between 2007 and 2011, Apple’s NPS soared from 58% to an impressive 72%. This could be in the form of social media posts, blog articles, videos, or infographics. Leverage Social Media: Encourage advocates to share their positive experiences and content on social media platforms.

NPS 52

NPS ROI Social Media Banking 52

Experience Investigators by 360Connext

MAY 20, 2015

In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. What can we do to help our employees understand their connection to the customer? They will carry those emotions with them as they tell their spouses about how YOUR BUSINESS ruined their days. Don’t believe me?

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

InMoment XI

DECEMBER 30, 2010

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook.

Social Media 200

Social Media 2011 Connections 200

InMoment XI

DECEMBER 30, 2010

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook.

Social Media 200

Social Media 2011 Connections 200

InMoment XI

DECEMBER 30, 2010

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook.

Social Media 200

Social Media 2011 Connections 200

Amity

MARCH 15, 2017

Looking at the effect that the 2011 Amazon Cloud Outage had on Netflix, HubSpot put together this helpful 7-step playbook for using social media for crisis communication and management. Using a public platform such as social media can sometimes be the best way to “make the most” out of an outage (crazy, right?).

Social Media 52

Social Media 2011 Customer Success User Experience 52

CXApp

OCTOBER 24, 2017

billion active social media users, and that number continues to grow every day. If you know how to tap into the social market you can see a massive boost in traffic and user engagement, and that will also boost revenue. Not only is everyone tuned in to social at any given moment, they carry mobile devices and smartphones.

Social Media 40

Social Media 2011 Connections 2016 40

Service Untitled

FEBRUARY 6, 2013

Where automated email queue is certainly more financially efficient than a room full of customer service agents, the loss of the “personal touch” can have devastating effects when our customers no longer feel connected or appreciated. Understand the product or service and has a thorough working knowledge of the components.

Customer Service 83

Customer Service 2005 Social Media 2011 83

Bill Quiseng

MAY 8, 2017

He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. Social media accounts might be inaccurate or outdated. Swiftpage is the owner of Act! ,

2006 98

2006 2009 2017 2011 98

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Barely any systems were connected and, more importantly, there were virtually no platforms that enabled customer data to be seamlessly collected or shared for marketing purposes. How much data?

Technology 74

Technology Marketing 2017 Social Media 74

C3Centricity

SEPTEMBER 3, 2018

Acting promptly before the issue becomes a social media viral discussion is essential today and your complainers may even turn into advocates if delighted with the outcome. And this is when I realised that perhaps businesses are more interested in the process than the real benefit of customer connection. Do you agree?

Customer Centricity 67

Customer Centricity Customer Satisfaction Social Media 2011 67

Inbenta

NOVEMBER 13, 2017

Google added “personalized recognition” to Voice Search on its Android phones in 2010 as well as its Chrome browser in 2011. Ironically, its first offering was far more potent than the version embedded on our iPhones today – it was more intuitive, connected to the web and could detect meaning from sentences more effectively.

2010 109

2010 E Commerce E-support 2011 109

Kayako

OCTOBER 27, 2015

Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Sarah warns that this is a barrier to being authentic, we use phrases as defense mechanisms which stop your from really connecting with a customer. People want a human interaction, they want to know they’ve been heard.

2015 88

2015 Webinar 2011 2014 88

C3Centricity

NOVEMBER 16, 2014

Regular connection keeps your finger on the pulse of customer change and provides an amazing amount of information and ideas. Is the invitation clearly legible and does it offer your customers a choice of channels that they can use to connect? This post is an update of one that was published on C³Centricity in December 2011.

Customer Service 48

Customer Service Connections Social Media Customer Centricity 48

Customer Interactions

MARCH 28, 2013

Most times, the only thing lacking is the ability to connect it all together. Is what just happened on campus connected to this other event? Social media as the ultimate crime fighting tool– Cities are also creatively employing social media as an effective crime fighting tool. You get the picture.

Technology 45

Technology Social Media 2011 2013 45

ProProfs Chat

JULY 19, 2019

Whether the memories associated with a place are positive or negative, we spread the word about the experience to all our friends and connections. This is the major reason for companies being active on social media and providing witty, sassy replies. Overall this resulted in additional revenue of $25 million in 2011 alone. .

Customer Experience 93

Customer Experience Omnichannel 2017 Poor Customer Service 93

Comm100

MARCH 27, 2023

While students may be put off from phoning a school, or even from the prospect of waiting days for a response on email, chatbots are accessible, convenient, and fast – all factors that encourage students to connect. I think anyone who has a social media account can build a Comm100 Chatbot.”

Multi-Channel 65

Multi-Channel Books 2009 2003 65

Feedback

NOVEMBER 24, 2016

I want to connect to a company and understand their beliefs. The most successful, customer-centric businesses use these sites and apps and feedback channels as tools for learning more about their customers, connecting with them, and responding to their needs. They sent me a new one! This company really rocks. I’ve heard bad things.

Customer Experience Management 53

Customer Experience Management Customer Experience Management 2011 53

Amity

MAY 15, 2017

My career overall has been focused on communication and teaching, and I use a lot of those skills now in Customer Success to help educate our customers, connect with them, learn about their goals, and show them how they can use our tools to succeed with their marketing goals. Ellie Wilkinson , Senior Manager of Customer Success at Moz.

Customer Success 71

Customer Success 2011 Sales 2004 71

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He has held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana – in customer experience, marketing, social media and customer service. Adam Toporek.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Customer Alignment

AUGUST 15, 2017

In this time of personalisation, automation and rapid technology development, airlines don’t seem to be able to harness these enablers to get the basics right to deliver a seamless and connected customer experience, let alone a differentiated one.

Airlines 40

Airlines Customer Experience Travel Social Media 40

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He has held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana – in customer experience, marketing, social media and customer service. Adam Toporek.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveySensum

JULY 14, 2020

He is a prolific Writer, Service Management and Support Industry Analyst, and an International Speaker with a specialization in exploring the connection between customer service and technology, with extensive experience in the IT and technology industries. He helps employees in engaging customers through a personal connection.

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. We brought the industry’s first customer engagement hub to market. NICE Systems.

2015 97

2015 Multi-Channel 2014 CEM 97

C3Centricity

OCTOBER 26, 2014

Furthermore, an emotionally charged ad is more likely to be shared with their friends on social media. This post is based on a much shorter one that was first published on C³Centricity in September 2011. It will be so obvious to them and they will simply identify themselves with what is being shown.

Customer Satisfaction 48

Customer Satisfaction Marketing Advertising 2011 48

C3Centricity

OCTOBER 26, 2014

Furthermore, an emotionally charged ad is more likely to be shared with their friends on social media. This post is based on a much shorter one that was first published on C³Centricity in September 2011. It will be so obvious to them and they will simply identify themselves with what is being shown.

Customer Satisfaction 48

Customer Satisfaction Marketing Advertising 2011 48

C3Centricity

OCTOBER 26, 2014

Furthermore, an emotionally charged ad is more likely to be shared with their friends on social media. This post is based on a much shorter one that was first published on C³Centricity in September 2011. It will be so obvious to them and they will simply identify themselves with what is being shown.

Customer Satisfaction 48

Customer Satisfaction Marketing Advertising 2011 48

Natalie Petouhof

FEBRUARY 11, 2016

Then in 2011 an ad network Specific Media, another Viant-owned company, scooped up Myspace for $35 million in 2011. It’s a popular social media ritual in which people post retro photos on social media. So why would Time Inc do that? My sources say that it’s all about the data!

2011 65

2011 Advertising 2005 2015 65

Brandwatch CX

JANUARY 25, 2019

It had a profile where you could upload a photo, share your interests, and connect with other people. It also offered a network visualization of your connections. We also see the People You May Know, Facebook Wall, and Facebook Connect released in the same year. With a slightly different name, the platform was familiar.

2009 86

2009 2007 2008 2017 86