Lithium

JANUARY 3, 2023

From all of us at Khoros, here's to a great new year of digital customer engagement. If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. Take a tour of our Accelerated Community Management solution.

2023 52

2023 Events Contact Center ROI 52

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience.

Communication 82

Communication Blog Leadership Airlines 82

Eptica

APRIL 30, 2020

Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. Essentially, businesses that show that they are supporting their customers - especially the most vulnerable - will be best placed to recover when the pandemic eases. Published on: April 30, 2020.

Net Promoter Score 74

Net Promoter Score Leadership Consumers 2020 74

Up Your Service

MARCH 17, 2020

If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. And customers are asking for new flexibility or demanding service you are not able to offer. This calls for a unique blend of service and care for others. The health of people near you may be threatened.

Airlines 83

Airlines Social Media Leadership Government 83

Comm100

JUNE 25, 2020

Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. You may naturally feel worried about the future – and so do your customers.

Blog 52

Blog Customer Service Social Media Consumers 52

BirdEye

MARCH 5, 2024

Following this, when Birdeye conducted a survey, we found an interesting fact: 81% of businesses manage social media at the corporate level. To help you maximize the full potential of social media, this blog explores how to make social media monitor your digital eyes and ears and impress your audience.

Social Media 59

Social Media Multi-Channel Insights Brands 59

ChurnZero

APRIL 21, 2020

This is a guest blog post by Anita Toth,Chief Churn Crusher. Customer Success teams are under enormous pressure right now trying to cope with all the fast changes brought on by the pandemic. And they are also trying their best to serve customers who are experiencing upheaval too. Support for Customer Support.

Customer Success 97

Customer Success Measurement Customers Loyalty 97

Lithium

DECEMBER 21, 2020

JacobBo produced an excellent source of information regarding Best Practices for Community Management in a Crisis. The information didn’t stop there, the conversation continues for Khoros customers in our Group Hub for Crisis Management Tools ! Atlas Blogs. Top Kudoed Contributors.

Webinar 52

Webinar Events Contact Center Blog 52

Lithium

DECEMBER 31, 2021

As we’ve learned over the past year, a crisis can occur at any time. Being prepared for a crisis, be it political, social, public health-related, or something else we can’t imagine yet, is essential. Below are our best practices for managing your brand during a crisis. Automate this process using tags in Khoros Care.

Brands 40

Brands Management Communication Social Media 40

BirdEye

FEBRUARY 28, 2023

Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. This blog post will explore the benefits of hiring a social media professional. Table of contents What is a social media manager?

Social Media 98

Social Media Management Engagement 2024 98

Lithium

JANUARY 12, 2021

Topbox created an innovative solution for brands to access, analyze, and understand what is driving all that volume in real-time, in one place, to empower you to manage the workload and deliver a better customer experience. Powerful CX insights for better customer engagement. Crisis Communications Announcement.

2021 52

2021 Events Webinar Metrics 52

Lithium

APRIL 15, 2020

JacobBo produced an excellent source of information regarding Best Practices for Community Management in a Crisis. The information didn’t stop there, the conversation continues for Khoros customers in our Group Hub for Crisis Management Tools ! Atlas Blogs. Top Kudoed Contributors.

Webinar 52

Webinar Events Contact Center Blog 52

CSM Magazine

MARCH 3, 2023

Daily rhythms, small habits that have been cultivated over days, months, and years, are key to succeeding in the world of customer service. ” Customer service managers know this better than anyone, having the monumental task of establishing relationships with employees, customers, and other management teams.

Customer Service 52

Customer Service Management Customer Service Representative Feedback 52

Lithium

JANUARY 7, 2021

We’re taking this seriously and you can read more about how Khoros is handling COVID-19 in 's latest blog. We also created the new Group Hub, Tools for Crisis Management , that customers and partners can join. Atlas Blogs. Do you have any tips or insights into how your company is adapting? Atlas Discussions.

Webinar 52

Webinar Roadmap Government 2020 52

Gainsight

MARCH 26, 2020

Investor Gavin Baker wrote a terrific blog where he shared his thoughts about recurring revenue. Never is that more true than in a crisis or downturn. It’s a bitter pill to swallow, but your customers don’t give a hoot about your retention rate. So how can a management team navigate back from “Sell! Renewal date.

Net Promoter Score 90

Net Promoter Score E Commerce E-support Hotels 90

Kustomer

NOVEMBER 1, 2021

In this episode of Customer Service Secrets, Gabe Larsen is joined by Paolo Fabrizio, author, speaker, and customer service expert, to discuss digital customer service. Paolo has plenty of experience working with the integration of digital channels, as well as with hiring and training digital customer service assistants. .

Customer Service 97

Customer Service Social Media Customers Customer Satisfaction 97

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Khoros customers are more empowered than ever — and more is on the way. Khoros Care.

2019 52

2019 Engagement Social Media Roadmap 52

Steve DiGioia

MARCH 25, 2020

So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstand the revenue losses during the imposed shutdowns.

Hotels 104

Hotels Blog Financial Leadership 104

Lithium

MARCH 16, 2020

We’re taking this seriously and you can read more about how Khoros is handling COVID-19 in 's latest blog. We also created the new Group Hub, Tools for Crisis Management , that customers and partners can join. Atlas Blogs. Do you have any tips or insights into how your company is adapting? Atlas Discussions.

Webinar 52

Webinar Roadmap Government 2020 52

inmoment

MAY 5, 2020

As a result, customers are adapting to new ways of shopping, banking and receiving medical care. That’s why your customer experience (CX) and employee experience (EX) programs may be the heroes your company needs —even in the post-COVID-19 world. Keep in mind that some changes may be seasonal rather than crisis-related.

Call Center 52

Call Center Banking Webinar Metrics 52

Bold360

APRIL 6, 2021

With a clear view from the frontlines of what Bold360 customers have been experiencing, Customer Relationship Manager Shai Horstock explains the shift enterprises have had to make in order to become nimbler, a change that won’t (and shouldn’t) go back to the pre-pandemic normal. Now, responsiveness rules the day.

Roadmap 52

Roadmap E Commerce Telecommunications Customer Relationship Management 52

Totango

JUNE 2, 2020

Having a good customer success crisis plan can help you maintain good relationships with customers. It can mitigate the effects of a crisis on your employees’ productivity and (even more importantly) their health. So what does a good customer success crisis plan entail? Some might not be affected.

Customer Success 62

Customer Success Customers Communication Customer Base 62

BirdEye

NOVEMBER 28, 2023

The company was struggling with a manual, labor-intensive process of managing its online reputation until it found a solution that marked a significant turnaround. A remarkable 49% increase in customer feedback from review sites, all within just six months. Table of contents What are the benefits of reputation management?

Management 59

Management E Commerce Healthcare Hospitality 59

NetBase

AUGUST 2, 2019

Tracking issues that businesses care about is always the top priority, but what if a business is unsure of what those issues are? It includes data from forums, blogs, news and review sites. Identifying potential influencers who are talking about this and other topics the brand cares about. Social Listening in a Nut Shell.

B2B 82

B2B Innovation Events B2C 82

SurveySparrow

DECEMBER 11, 2020

You see, when you invest in advertising and show up in front of your customers during a crisis, they’ll remember your brand. And when everything ends, and your customers gain money, they’ll go to your company first. . Pizza Hut managed to increase their sale by a whopping 61%, and Taco Bell increased by 40%.

Advertising 52

Advertising Social Media 2009 Brands 52

Oracle

APRIL 22, 2020

In a recent survey by Edelman , customers in a dozen countries stated how they view and what they expect from their favorite brands during this time of social distancing, sheltering-in-place, and business shutdowns. 63% believe that their country will not make it through the COVID-19 crisis without brands playing a critical role.

Connections 91

Connections Government Hospitality Healthcare 91

Clarabridge

AUGUST 28, 2015

by Sofie De Beule, Community Manager at Engagor . Customers are making key buying decisions based on the interactions they have with brands on social media. Twitter and Facebook are always on putting customers just one click away from being able to reach out with complaints, questions, etc. Being Active When Your Audience Is.

Customer Service 75

Customer Service Social Media Customer Care 2015 75

Bold360

AUGUST 27, 2020

The virus drove a radical shift towards digital channels and remote work that impacted both service employees and their customers. The bot and live chat really helped relieve the call center [as it transitioned to WFH and] as customer demand spiked,” she said. Shifting to Remote Work & Remote Service Delivery. The Takeaway.

Transportation 52

Transportation Call Center Customer Engagement Customers 52

Experience Investigators by 360Connext

JANUARY 30, 2015

With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. But once a month, while recording our podcast Crack The Customer Code , I get my lunch from the Mariano’s across the street. Most may never appreciate the care of a small action like this.

2013 252

2013 Customer Service E-support 2014 252

inmoment

APRIL 7, 2020

There’s been a lot of discussion about how to interact with customers during this uncertain time, but another topic calls for some serious conversation: how do brands engage with their employees? Here are four key ways that brands can help their employees feel cared for and engaged during this pandemic: Key #1: Listen To Them.

Engagement 52

Engagement Brands Connections Webinar 52

SurveySensum

MAY 20, 2020

We as humans have faced crisis situations in the past and always have come back stronger “descent with modification” The impacts of the COVID-19 pandemic continue to reverberate within our neighborhoods, workplaces and homes and throughout our economy. With the situation, there has been a change in the mindset of customers.

Customer Experience 52

Customer Experience Social Media Banking Healthcare 52

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Khoros customers are more empowered than ever — and more is on the way. Khoros Care.

2019 40

2019 Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Khoros customers are more empowered than ever — and more is on the way. Khoros Care.

2019 40

2019 Engagement Social Media Roadmap 40

Qualtrics

JUNE 1, 2020

How much do you feel supported during the crisi s? That’s the customer data every company needs during the crisis, but very few have. The company develops secure cloud-native applications to manage complex environments along with support, training, and consulting. Customers have appreciated the follow-up.

Voice of Customer 26

Voice of Customer Customer Confidence Feedback Customers 26

PeopleMetrics

OCTOBER 1, 2015

A Snapshot of My Customer Experience. This was a minor crisis. I walked up to a locked front door, just as a teenage employee was letting some customers out. As I walked inside, a cashier and a manager—who were standing 30 feet away by the cash registers — shouted a series of OH! On a Sunday, just before 6:00 p.m.,

Employee Experience 90

Employee Experience Customer Centricity Culture Customers 90

inmoment

JUNE 22, 2020

Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19. Internal Resources.

Engagement 75

Engagement Social Media Leadership Brands 75

inmoment

APRIL 1, 2020

Like everything else having to do with customer experience (CX), listening to customers has been turned upside down by the coronavirus pandemic. Instead, they need to consider four factors that can allow organizations to still listen to customers in spite of everything going on. Factor #1: Geography. Factor #2: Survey Type.

Government 52

Government Communication Webinar Brands 52