NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 85

Social Media Marketing Multi-Channel Metrics 85

NetBase

AUGUST 1, 2019

Is your brand doing everything it should be to capture the EMEA market? Our 2019 EMEA Social Media Market Survey Report answers that question, and more. It presents findings from a comprehensive survey of 588 senior EMEA marketers, sharing what they’re doing to get and stay ahead of competitors, and how you can do the same.

Social Media 53

Social Media 2019 Marketing ROI 53

Provide Support

SEPTEMBER 6, 2017

With over 2 billion Facebook users, +700 million Instagram users, and +300 million Twitter users, it’s no longer enough for brands to be merely present on social media. Today’s customers want their voices heard and problems resolved quickly and effortlessly whenever they reach out to brands on social media.

Social Media 70

Social Media 2003 Customer Service 2017 70

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.

Brands 52

Brands Social Media Feedback Loyalty 52

transcosmos Information Systems

MARCH 14, 2018

Whether the focus is on the process, technology, or principle, what’s certain is that customer service is a continuously evolving industry. Here’s a look at the past, present, and future of customer service. The Present. With a few taps or clicks on their mobile device, customers can get things done. Looking Ahead.

Presentation 85

Presentation Customer Service Social Media Technology 85

NetBase

JULY 25, 2019

Wondering if your marketing efforts are up to snuff when compared to other brands in your industry? Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. Social Media Marketing Metrics. monitor brand heath.

Social Media 65

Social Media 2019 Marketing ROI 65

Second to None

MARCH 2, 2021

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. It’s your personality, values, and attitude that fuels your brand’s perception out in the world. Let’s first define brand experience. Brand Experience vs. Customer Experience. Social media

Consumers 109

Consumers Brands Social Media Loyalty 109

BirdEye

OCTOBER 5, 2023

What’s the first thing that comes to mind when someone mentions your brand name? Today’s marketplace is competitive and transparent, so managing brand perception isn't just important - it's imperative. The stakes are high, with 91% of customers admitting they'd switch to a competitor following a poor customer experience.

Measurement 62

Measurement Brands Social Media Net Promoter Score 62

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . Building and nurturing these connections can lead to improved internal and external engagement, deeper trust and boosted social capital. hours a day on social media.

Customer Care 45

Customer Care Social Media 2017 Engagement 45

NetBase

MAY 1, 2019

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Brand Analysis Reporting. Brand Analysis Reporting.

Social Media 43

Social Media Metrics Brands Insights 43

NetBase

NOVEMBER 7, 2019

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. At Social Media Week, NetBase was joined by industry leaders from L’Oréal UKI, McCann and Huawei to answer just that! But many are up for the challenge thanks to social analytics. And it’s evolving.

Social Media 40

Social Media Insights Marketing Consumers 40

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

NetBase

NOVEMBER 7, 2019

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. At Social Media Week, NetBase was joined by industry leaders from L’Oréal UKI, McCann and Huawei to answer just that! But many are up for the challenge thanks to social analytics. And it’s evolving.

Social Media 40

Social Media Insights Marketing Consumers 40

Stella Connect

JULY 31, 2017

Social media customer service is part of your channel mix, whether you like it or not. Granted, social media customer service represents a small percentage of your customer interactions. But among all your channels, social is the most visible. Done wrong, it’s a brand killer.

Social Media 40

Social Media Customer Service Contact Center Webinar 40

Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. Social service organizations see a 5.6% YoY increase in customer retention.

Customer Service 115

Customer Service Social Media Multi-Channel Customer Care 115

NetBase

DECEMBER 31, 2018

Like all years, 2018 offered a number of lessons in how to break new ground using social media. It also reminded us how easily things can go off track when you’re not using social listening to guide your efforts. Ogilvy and Edelman agencies have had similar success using NetBase to power their brand research.

Social Media 45

Social Media 2018 Sports Brands 45

TechSee

NOVEMBER 7, 2023

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. The company’s colleagues are tasked with liaising with customers, diagnosing faults, and carrying out repairs either via a mobile phone or by an engineer in person.

2023 124

2023 Customer Experience Call Center Innovation 124

Kustomer

JANUARY 7, 2022

That said, proactive steps in solidifying your brand’s customer experience (CX) strategy and protocols will help keep the cheer levels high, jeer levels low and set a wonderful brand precedent for 2022. Customer self-service is able to deliver information and complete basic transactions without the need for a human specialist.

Social Media 98

Social Media E Commerce Omnichannel Multi-Channel 98

Lumoa

MARCH 9, 2023

Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers. Let’s take a look at Buffer , a social media management company as an example.

Customer Experience 169

Customer Experience Social Media Customers Insights 169

Stella Connect

FEBRUARY 28, 2017

Social media is part of your service channel mix, whether you like it or not. Granted, social represents a small percentage of your customer interactions. But among all your channels, social is the most visible. Done right, service via social is a big win for brands. Done wrong, it’s a brand killer.

Social Media 41

Social Media Contact Center Webinar Brands 41

WorkOutLoud

FEBRUARY 15, 2018

Your social media team works hard. They keep your content chugging along and build your network on LinkedIn and Facebook, they engage your brand fans in innovative ways on Twitter. These are just a handful of the channels that keep your social team busy. Advantages of Private vs Public. Conversation.

Social Media 40

Social Media B2C 2017 B2B 40

BlueOcean

JANUARY 22, 2019

While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Consumers Expect Brands to Know Their Personal Preferences. Also read this: Customer Journey Mapping in the Contact Center.

2019 204

2019 Consumers Customer Experience Contact Center 204

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. Telling your community that you’re accessible on social channels delivers a strong message. Be proactive and get your organization to be proactive in their strategy around social customer care and marketing. See you there!

Customer Care 58

Customer Care Social Media Connections Marketing 58

Oracle

JUNE 8, 2018

In the spirit of graduation season, SmarterCX.com is proud to present our “ Advice for Future Customer Experience Leaders ” series featuring customer experience tips, career inspiration, and personal stories from some of the customer experience industry’s most influential leaders.

Presentation 40

Presentation Customer Experience Social Media Financial 40

Grade.us

NOVEMBER 2, 2018

Social media's not going away any time soon. 2018's Best Social Media Marketing Blogs. These blogs are consistent providers of top-notch social media content. Social Media Explorer. Social Media Today. Social Media Biz. Ignite Social Media.

Social Media 32

Social Media 2018 Blog Article 32

Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan.

2022 52

2022 Social Media 2023 Roadmap 52

Hallmark Business Connections

OCTOBER 27, 2020

Brands should take their customers’ loneliness as a rallying cry to step up and step into roles that bring more human interaction and caring into the world. Marketers already know the power of social responsibility efforts; protecting the environment, enhancing diversity and inclusion, fostering philanthropy and more.

Airlines 98

Airlines Telecommunications Social Media Connections 98

NetBase

JUNE 1, 2020

Because as we all know, the social web has opened up the world to brands – or at least to those ready to participate in it! Building Impactful Campaign Strategies: How to Utilize Social Analytics During Difficult Times. And this also endears them to brands, building brand loyalty.

Consumers 64

Consumers Marketing Social Media Events 64

Russel Lolacher

MARCH 8, 2021

We can love what we do and still need to practice self care to address our mental health. This is all in an effort to grow as a trusted resource and build relationships with your customers. And on social media, it’s quite common for people to express their displeasure to you far more extremely than they ever would face-to-face.

Social Media 64

Social Media Customer Service Representative Presentation Blog 64

ReviewTrackers

JULY 17, 2017

Online brands with an app counterpart encourage users to explore their company via mobile devices simply by offering an app. Jump to the present, where we exercise our digital sleuth skills on a daily basis to discover exactly what we need to know about a company before handing over our cash and credit cards. The short answer is yes.

Social Media 112

Social Media Customer Experience 2013 Consumers 112

CSM Magazine

FEBRUARY 17, 2022

Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. A shift to hybrid working has also forced brands, who hadn’t done so already, to digitally transform, increasing the speed of technology adoption.

Customer Service 98

Customer Service 2016 2022 Brands 98

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

2017 76

2017 Article Social Media Customer Service 76

ijgolding

JANUARY 22, 2018

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. In most industries, some if not all, customer interactions can now happen online.

2018 76

2018 Customer Experience Social Media Contact Center 76

Magellan Solutions

FEBRUARY 9, 2021

Assistants are tasked to customize these and attract new partnership. Social Media . Come up with new ideas to produce original content through social media. Logo and Brand Design. Having a strong brand and logo will differentiate your business from the rest. Social media management .

Social Media 52

Social Media Advertising B2C B2B 52

Experience Investigators by 360Connext

FEBRUARY 25, 2015

Information is presented from the company perspective. Wrong move for customers. This means the onus is on the customer to find the appropriate question which may match closely enough to what they are seeking. The list above jumps from communication updates to enrollment to brand name v. generic drugs.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. How can you quantify how customers feel about your brand? When it comes to customer happiness, you have to focus on quality over speed. Customers get frustrated with continual back-and-forths.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Kustomer

MAY 13, 2020

But at NRF 2020, Alex Genov, the manager of research and user experience at Zappos shared the importance of shaping the company culture of your business to reflect the customer care you want to provide. Empowering the customer service agent is one way to get the positivity flowing through the customer journey.

Customer Service 52

Customer Service Social Media Omnichannel 2020 52