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 49

Social Media Customer Service Strategies Customer Service Download 49

Beyond Philosophy

SEPTEMBER 13, 2016

Saying that today’s consumers and employees are ‘savvy’ is only scratching the surface of their awareness, sophistication, and levels of discrimination in identifying what is real and what is fake. To summarize, stakeholders now expect more from social media, and are using it more, and more effectively, than ever before.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base. Accessible.

2022 91

2022 Customer Experience Omnichannel White Paper 91

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. White papers. Benefits of Customer Self-Service Portals.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. But 68% of consumers will not go back to a provider once they’ve left, and 80% of them believe the company could have done more to retain their business in the first place.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

CSM Magazine

OCTOBER 16, 2020

You have to encourage their loyalty. According to a Global Consumer Banking Survey by Ernst & Young, consumers want to trust and engage deeper with banks, lenders, and credit unions. To build trust, engagement, and loyalty, financial institutions need to provide clients with the right content. Others use social media.

Customer Retention 52

Customer Retention White Paper Multi-Channel Social Media 52

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. B2B marketing is about building lasting relationships; consumer marketing is about making an instant impression. Still unclear?

B2C 85

B2C B2B Marketing White Paper 85

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. Remember: Mind your response time.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

Comm100

FEBRUARY 19, 2020

On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Assigning VIP status to your big spenders will foster greater loyalty and encourage them to keep buying from you. An upset customer has taken to social media to flame your brand. Your Business Partners.

White Paper 64

White Paper B2C Social Media E-support 64

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. This post includes highlights from our Omnichannel white paper.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

JANUARY 21, 2020

Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. On social media, initial inquiries about a product can be made in the comments section or a direct message to your company. White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Comm100

FEBRUARY 19, 2020

On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Assigning VIP status to your big spenders will foster greater loyalty and encourage them to keep buying from you. An upset customer has taken to social media to flame your brand. Your Business Partners.

White Paper 40

White Paper B2C Social Media E-support 40

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touch-points. No more social media queries getting sent to the marketing team, who then emails them to customer service.

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Also, how much influence do your employees have on customer value perceptions and loyalty behavior through their day-to-day interactions?

Financial 144

Financial White Paper Books Airlines 144

Comm100

MAY 31, 2016

This is someone who hasn’t walked away from your company or service, and so their loyalty is still salvageable. According to a comScore study with UPS , 67% of the 5,000 consumers surveyed checked a company’s return policy before making a purchase online, and 58% want a “no questions asked” experience.

Retail 43

Retail White Paper Social Media Customer Centricity 43

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Customer Loyalty Statistics. 42% of consumers say that they prefer live chat functions because they don’t have to wait on hold.

2020 90

2020 E-support 2018 Hospitality 90

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. Statista reports that 88% of consumers expect brands to have an online self-service portal. Salesforce reports that 85% of consumers expect consistent interactions when engaging with a business. Ensure content is accessible as well as consumable. How-to instructions.

Customer Service 62

Customer Service E-support Article Document 62

Currency Alliance

JANUARY 24, 2018

If you’re unlucky enough to have been the prettiest person in a packed bar, you’ll know how it feels to be a consumer in the age of big tech. This balance is currently swinging firmly in favour of big tech brands – and causing traditional consumer brands to face a very real existential threat. Upsetting the balance.

Advertising 49

Advertising Retail Consumers Social Media 49

Comm100

DECEMBER 8, 2017

But it’s not just business — saying thanks is an important part of any social exchange. We thank each other for holding the elevator, for commenting on our photos on social media, and for giving us gifts. What’s better than a thank you letter to a customer on white paper? Did they contact your company for support?

Social Media 53

Social Media Return on Investment White Paper Customers 53

SmartKarrot

JANUARY 7, 2022

Your marketing, IT, and customer experience teams are already doing that by accumulating customer data from social media, surveys, websites, and even sales transactions. You can personalize strategies to increase customer loyalty and customer satisfaction. Accumulate case studies and white papers (B2B) .

2022 10

2022 White Paper Social Media Competitive Advantage 10