Tricia Morris

JULY 7, 2015

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The newly-released 2015 U.S. The 2015 U.S.

2015 101

2015 Consumers Loyalty Brands 101

NetBase

MAY 22, 2019

It’s always great fun to head to New York to participate in Social Media Week – especially when we’ve got a panel of social marketing superstars like we had this year. Hillary Saviello – Digital & Social Media Manager, Communications, Global Policy and Advocacy, The Rockefeller Foundation. Or should be.

Social Media 43

Social Media Brands Sports 2015 43

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. Jon Galloway (@jongalloway) April 12, 2015. Thanks, @TripIt ! — and the not so good.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

transcosmos Information Systems

MAY 25, 2015

It’s no secret that mobile networks, social media and the widespread use of smartphones drastically altered the customer service landscape. It’s just a question of how exactly these ubiquitous devices are making an impact on how we interact with clients and customers. Faster everything.

2015 82

2015 Multi-Channel Social Media Definition 82

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care. A lot of companies use social media to promote their products and services.

Social Media 48

Social Media Customer Service 2014 Exceptional Customer Service 48

CSM Magazine

JANUARY 11, 2016

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. APIs can be hooked up and performance metrics and social data can be overlaid with CRM systems for traditional channels.

Social Media 40

Social Media Customer Service Contact Center Customers 40

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

2015 50

2015 Customer Experience 2016 Social Media 50

BirdEye

AUGUST 29, 2023

Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. This way, they stick with the brand, increasing profitability and reputation. Customer satisfaction directly impacts brand reputation, referral programs, conversion rates, and revenue.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

GetFeedback

JULY 11, 2018

In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. How to tell when you’ve lost touch.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

ReviewTrackers

FEBRUARY 10, 2021

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. . There is only one way a customer can start a journey with your brand.

Management 123

Management 2017 Social Media 2015 123

Win the Customer

FEBRUARY 26, 2016

Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity. The surveys showed that an increase in brand transparency was directly correlated to the company’s long-term sustainability within its market share. Transparency as a Social Medium. Sustainability and Transparency.

Brands 69

Brands Social Media Airlines 2015 69

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Customers expect better and faster pre and post purchase services.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CX Journey

DECEMBER 20, 2017

This means making yourself available where your audience is comfortable, whether that’s the phone, a certain form of social media, or face-to-face. This makes for a strong brand image that’ll remain on their minds. Twitter-based customer service increased 250% from 2015 to 2017.

Communication 54

Communication Brands 2018 Social Media 54

transcosmos Information Systems

SEPTEMBER 27, 2016

billion smartphone subscribers in 2015 around the world and researchers expect the rate to grow to about 6.1 In this highly connected world, customers know that there are even more ways to connect with brands and businesses. Human interaction is a vital component of customer services, even in the ‘digital age.’ Be more social.

Customer Service 107

Customer Service Social Media E-support Exceptional Customer Service 107

Retently

OCTOBER 1, 2018

What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question. It’s likely because many brands don’t understand consumers. Why are customer unhappiness levels so high? What Is the Customer Journey?

Customer Journey Mapping 107

Customer Journey Mapping Touchpoint Customer Journey Social Media 107

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. These are: 1.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years.

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

Brandwatch CX

JULY 4, 2022

Instagram has been expanding its marketing options for some time, and accordingly the number of brands marketing on Instagram has grown from 11.5% Luckily, there are several Instagram analytics tools available to help brands understand what resonates with their audience and how they can optimize their content output. in 2013 to 32.3%

Social Media 88

Social Media Metrics 2013 2015 88

CSM Magazine

JULY 29, 2015

The reason for this is quite simple, brands no longer have a choice. Customer experience can make or break a brand, with consumers now elevated to a position where they are empowered to either evangelise or antagonise a brand via the proliferation of Social Media avenues available to them.

2015 69

2015 Marketing Customer Experience Multi-Channel 69

Eptica

AUGUST 14, 2015

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

Banking 85

Banking Social Media Customer Experience Contact Center 85

Experience Investigators by 360Connext

NOVEMBER 20, 2014

The consistency in messaging, feel and reliability need to resonate through every channel, every step of the customer lifecycle, and this attention to the customer needs to start in the C-Suite. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Alida

JULY 28, 2016

In 2015, the analyst firm Gartner dropped big data from its Hype Cycle for Emerging Technologies report. It’s about rendering more of our lives into data in real-time—where we are, what we like, with whom we interact, what and when we buy and more. The big data hype is officially dead. The big drawback of big data.

2010 160

2010 Social Media 2016 2013 160

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. After all, it is very easy for people to equate customer service solely with complaints, whereas a growing number of interactions are from consumers sharing their thanks or praising a company, particularly on social media.

Net Promoter Score 71

Net Promoter Score Customer Service Social Media Contact Center 71

Eptica

FEBRUARY 5, 2020

Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands. The January 2020 edition shows that satisfaction is at its lowest level since July 2015, the fifth consecutive fall in the twice-yearly index.

Customer Satisfaction 72

Customer Satisfaction 2020 2019 2015 72

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. Consumers want to interact on new channels. Consumers want to interact on ‘old’ channels too. There are three areas to focus on: 1.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook. Share this page on: Tweet.

Customer Service 49

Customer Service 2015 Social Media Contact Center 49

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. We’ve all had good and bad customer experiences where emotional engagement (or disengagement) has radically changed the interaction. Customer service is no different.

Customer Engagement 88

Customer Engagement Engagement Social Media Sports 88

Currency Alliance

MAY 29, 2017

But this has nothing to do with their loyalty to brands. In a study undertaken in 2015 by Elite Daily, 6 in 10 millennials surveyed said they were brand loyal. Namely on social media. In the same study by Elite Daily, only 1% of those surveyed said that a compelling advert would make them trust a brand more.

Engagement 40

Engagement Social Media Loyalty Programs Loyalty 40

Influitive

OCTOBER 11, 2015

Customer engagement really begins the moment a buyer spots a mention of your company on social media, or hears about your product from a peer in their industry. By engaging these power users, and turning them into vocal advocates for your brand , you can improve what is being said in third-party channels about your company.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. However, at a time when organizations face an increasing volume of interactions via digital channels such as email, chat and social media this is becoming more and more difficult.

Customer Centricity 65

Customer Centricity Multi-Channel 2015 Social Media 65

Win the Customer

DECEMBER 15, 2015

We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses. The ability for customers to file a help desk ticket, call in or go to customer chat and still have a seamless experience became paramount during 2015.

Customer Experience 72

Customer Experience Call Center Social Media Virtual Agent 72

transcosmos Information Systems

SEPTEMBER 27, 2016

billion smartphone subscribers in 2015 around the world and researchers expect the rate to grow to about 6.1 In this highly connected world, customers know that there are even more ways to connect with brands and businesses. Human interaction is a vital component of customer services, even in the ‘digital age.’ Be more social.

Customer Service 48

Customer Service Social Media E-support Exceptional Customer Service 48

Currency Alliance

NOVEMBER 19, 2016

But this has nothing to do with their loyalty to brands. In a study undertaken in 2015 by Elite Daily, 6 in 10 millennials surveyed said they were brand loyal. Namely on social media. In the same study by Elite Daily, only 1% of those surveyed said that a compelling advert would make them trust a brand more.

Engagement 40

Engagement Social Media Loyalty Programs Loyalty 40

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. Customers Will Contact You On Social Media. Now, customers want to engage back.

2018 63

2018 Social Media E Commerce E-support 63

CSM Magazine

JULY 29, 2021

The Exceed’s sales assistants interact with leads through email or a chatbox on the website. Reach out to leads that recently engaged in low score activities such as content syndication and engagement in social media posts. Their mission is to enable humans to interact with objects around them the same way they interact.

2005 98

2005 Magazine 2014 2015 98

Brandwatch CX

FEBRUARY 15, 2019

Instagram has been expanding its marketing options for some time, and accordingly the number of brands marketing on Instagram has grown from 11.5% Luckily, there are several Instagram analytics tools available to help brands understand what resonates with their audience and how they can optimize their content output. in 2013 to 32.3%

Social Media 80

Social Media Metrics 2013 Measurement 80

Win the Customer

APRIL 6, 2017

percent from 2014 to 2015, from $23.4 Social Integration. Today’s contact lists also include social media contacts, making social integration an essential feature of an effective CRM tool. Customer relationship management software has become an essential sales tool for businesses. The global CRM market grew 12.3

Customer Experience 108

Customer Experience 2014 2015 Social Media 108