BirdEye

MAY 3, 2023

Only with the right marketing channel can you be sure that you are talking to the right target audience and investing in the right medium to convey your message. B2B and B2C marketing channels need customized approaches for best results in terms of language, creative design, brand positioning, messaging, etc.

Marketing 98

Marketing Social Media B2C Multi-Channel 98

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. Even video is emerging on the customer-feedback scene. Social media and the state of customer feedback.

Social Media 59

Social Media Chief Customer Officer Lifetime Customer Feedback 59

Beyond Philosophy

APRIL 24, 2017

But over time, it just goes into the background, and we don’t pay attention to it,” said Ariely on an NPR Broadcast about the study. We can all agree that lying to customers is wrong. Lying is not only bad for your customers, but it’s also bad for your employees. Lying Creates a Gateway to More Lying. Recruiting Now! .

Consulting 126

Consulting Banking Webinar Employee Experience 126

Alida

AUGUST 26, 2016

Brands use social communities mostly for marketing purposes, broadcasting information, building brand awareness and reaching greater audiences for campaigns and messaging. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs.

Social Media 167

Social Media 2015 Innovation 2014 167

BirdEye

MARCH 4, 2024

While this isn’t necessarily a hard and fast rule, there’s truth behind it — consistent and repeated exposure plays a crucial role in transforming potential customers into actual buyers. In fact, according to Birdeye data , 36% of multi-location marketers send personalized messages to their customers daily. Drive more revenue.

Marketing 110

Marketing Multi-Channel Events Demo 110

Russel Lolacher

SEPTEMBER 8, 2020

To successfully embrace social media customer service, the focus of your interactions need to be far more in the intent and use of the tool than the tool itself and its features. And it’s those digital front line staff that have to be the right fit, for your customers and your organization.

Social Media 69

Social Media Customer Service Transportation Communication 69

Maru Group

MAY 14, 2020

Similarly, broadcasters, franchises, and athletes are looking to remain relevant and when possible, forward facing. We see five new expectations fans have for broadcasters, teams, and technology that bring them a more contextual, dynamic, authentic, immersive, and integrated live sports experience. For example….

Sports 52

Sports 2020 Entertainment Events 52

Oracle

JANUARY 15, 2021

” By harnessing the power of grassroots broadcasting and democratizing access to listeners, many podcasters have been able to build enormous audiences outside of traditional media structures. There are also podcasts with formats such as panel discussions and talk shows. Podcasting.

Engagement 67

Engagement Events Culture 2020 67

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. I wrote about Key Performance Indicators (KPI) and their role in the Customer Experience. A Customer Experience, however, is about how they feel about the transaction, not the transaction itself.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Even more claim they’re customer first. Lots of companies collect feedback.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

Customer Guru

MARCH 15, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Culture 85

Culture Customer Service Customer Centricity Chief Customer Officer 85

Russel Lolacher

JUNE 7, 2021

They find it far more important to DO a platform than BE the experience their customers expect. If your company sets up a branded account on social media, you are making brand promises to meet the expectations of a social media experience: listening and responding, and doing it quickly. So I tried that too. No response.

Social Media 75

Social Media Engagement Customer Relationship Management Communication 75

Bold360

MAY 11, 2020

We say, “Let’s focus on digital transformation or let’s talk about reinventing the workforce.” If we started paying attention to the little things, we could build better experiences without exerting much effort. She brings a wealth of experience, including 20 years as a CX consultant. Jeannie Walter.

Banking 52

Banking Customer Journey Customers Brands 52

Bold360

APRIL 29, 2020

How we deliver customer service. How we engage our customers. But in reality, customers just want help. What does it mean to be your customer’s hero? Adam is the president of CTS Service Solutions, author of the book Be Your Customer’s Hero, and host of Crack the Customer Code. How we do things.

Technology 52

Technology Definition Retail Books 52

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Simple Tricks to Earn Customer Loyalty.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Bold360

FEBRUARY 12, 2020

On the latest episode of CXNextLive, our weekly LinkedIn broadcast, we sat down with Aja Varney, Director of Global Customer Engagement at Spartan, for an inside look at their CX journey. That requires providing a customer experience that speaks their customers’ language, literally and figuratively.

E-support 52

E-support Events Customer Satisfaction Leadership 52

Strativity

SEPTEMBER 11, 2017

What would you expect from a customer who has 2,000 followers on Instagram or more than 50,000 views on YouTube? Is she someone you would expect to be a loyal customer? On a macro-level, social media has given rise to the customer as a brand, whereas we are seeing the customer as a consumer quickly disappearing.

Brands 40

Brands Social Media Reference Customers 40

CSM Magazine

SEPTEMBER 23, 2021

We’re talking about technologies that can help you become more efficient and cost-effective. They are customers, carriers, warehouses, freight forwarders, and transport companies. Commercial organizations are adopting systems that automate customer services, such as chatbots or computer vision.

Technology 52

Technology Transportation Healthcare Retail 52

Beyond Philosophy

APRIL 4, 2016

NPR had a recent broadcast on this concept. In truth people couldn’t care less about the Customer. As part of our consulting philosophy, we encourage a cross-functional team to champion the Customer Experience. According to recent social science research, powerful people and leaders can fail as they will not collaborate.

CEM 113

CEM Consulting Leadership Books 113

NetBase

JULY 10, 2020

And their experience has spanned a range of industries and use cases. During a recent engagement with a broadcasting company, Junya’s team was tasked with “helping define a social media strategy for TV dramas, to maximize the viewer rate of the program.” The viewer rate matters a lot in the Japanese broadcasting industry.

Social Media 52

Social Media Insights Brands Entertainment 52

Russel Lolacher

JANUARY 23, 2022

How an internal podcast can benefit the employee experience (spoiler – onboarding and knowledge transfer). And that’s really the draw for why go through the bother of bringing custom audio into an organization… It’s storytelling at its core.” Because you’ve got a lot of experience in that area, man.

Culture 98

Culture Engagement Employee Experience Sales 98

Avaya

JULY 19, 2017

I talked with Avaya customers and partners about what’s happening in Avaya Solutions now. It all started on a Wednesday at Avaya’s east coast headquarters at 2 Penn Plaza, where I was scheduled to help with a customer meeting in the Executive Briefing Center. I love my job.

CEM 68

CEM Events Document Blog 68

Kayako

MAY 30, 2017

You’ve read all the classic books on customer service— Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. Thanks to the rise of TED talks, there are troves of great videos on YouTube where you can learn tips in just 15 minutes. Videos to motivate a customer-centric business.

Loyalty Programs 73

Loyalty Programs E-support Loyalty Feedback 73

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. The internet also underpins social media, which provides aggrieved customers with a platform to broadcast their complaints to the wider world. Published on: August 14, 2015. Three factors have dramatically changed this.

Banking 85

Banking Social Media Customer Experience Contact Center 85

Magellan Solutions

AUGUST 17, 2020

The performance of your call center can make or break your relationship with customers. Best practices for customer service. Every customer interaction is crucial in ensuring customer satisfaction. Make a positive first impression: first impressions matter, even in customer service.

Call Center 52

Call Center Average Handle Time Metrics Document 52

ERDM

NOVEMBER 8, 2018

Article by Ernan Roman Featured on ANA.net Welington Fonseca is the SVP of global customer marketing at Shiseido Group, one of the oldest cosmetics companies in the world, with brands including NARS, Shiseido, and Bare Minerals. A good marketer doesn't need complex algorithms to begin delivering a more relevant customer experience.

Retail 40

Retail Innovation Communication Customer Retention 40

ERDM

NOVEMBER 8, 2018

Article by Ernan Roman Featured on ANA.net Welington Fonseca is the SVP of global customer marketing at Shiseido Group, one of the oldest cosmetics companies in the world, with brands including NARS, Shiseido, and Bare Minerals. A good marketer doesn't need complex algorithms to begin delivering a more relevant customer experience.

Retail 40

Retail Innovation Communication Customer Retention 40

NetBase

JULY 17, 2020

It’s a set of saved filters that segment conversations to perform a deeper and more customized analysis of your brand or use case. For example, a restaurant chain could compare mentions, impressions, net sentiment, or passion for themes like “food quality,” “nutrition,” or “experience.”

Consumers 52

Consumers Social Media Insights Brands 52

Magellan Solutions

AUGUST 5, 2021

We all want the top BPO Philippines software for the best CSR experience. Real-time customer cards . Customized call queues. This way, you can reach out to hundreds of clients or customers quickly! Can use voice broadcasting to send thousands of messages quickly. • Customer Relationship Management (CRM) Software.

Call Center 40

Call Center 2021 E Commerce E-support 40

Kustomer

DECEMBER 24, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Greg Segall , Sean MacPherson , and Vikas Bharmbri to exchange views on the personal experience movement. Learn how these leaders relate to their customers on a deeper level by listening to the podcast below.

Loyalty 64

Loyalty Definition Connections B2B 64

ProProfs Chat

APRIL 30, 2020

After months of anticipation and multiple speculations, I finally had the opportunity to see what new specs made their “Lead with Speed” series special and what’s new for the customers. Months before the event, OnePlus created a hype among its customers. How to Provide Proactive Customer Communication During Coronavirus.

Communication 91

Communication Social Media Measurement Omnichannel 91

C Space

NOVEMBER 21, 2019

Most CEOs would claim to be steering their business, but the smart ones are starting to realize that it’s the customers who are really setting the direction. Speaking with an insight leader recently, she told me how her team had received a call from the CEO, demanding immediate answers to questions about their customers.

Net Promoter Score 66

Net Promoter Score Culture Insights Retail 66

NICE inContact

JUNE 14, 2016

Twitter was my platform of choice and I simply posted something to the effect of, “Hey @airlinename, I’m stuck here and need you help to resolve this, please talk to me.” What’s the benefit of spreading awareness if you’re merely encouraging a negative narrative to take place among potential customers?

Social Media 51

Social Media Customer Service Airlines Contact Center 51

Beyond Philosophy

SEPTEMBER 1, 2015

Simply put: if Amazon’s workplace culture is despotic as the NY Times article said it is, then their product and the resulting Customer Experience would be, too. Nick Ciubotariu, the Head of Infrastructure Development for Amazon.com’s Search Experience, said the article was complete rubbish. What do I mean by that?

Culture 96

Culture Article Social Media Banking 96

BirdEye

MARCH 29, 2024

In a recent survey of our expansive network of over 150,000 customers, it was discovered that 81% of businesses manage their social media strategies at the corporate level. Members can blog, share tips, and learn from others’ experiences, making it a valuable resource for enhancing visibility and establishing expertise in the field.

Social Media 58

Social Media Sales Advertising Connections 58

Beyond Philosophy

APRIL 4, 2016

NPR had a recent broadcast on this concept. In truth people couldn’t care less about the Customer. As part of our consulting philosophy, we encourage a cross-functional team to champion the Customer Experience. According to recent social science research, powerful people and leaders can fail as they will not collaborate.

CEM 60

CEM Consulting Leadership Books 60

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Simple Tricks to Earn Customer Loyalty. Proactive Communication.

Customer Expectations 69

Customer Expectations Management Communication Customers 69