Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. SXSW 2015 was no exception. Trends are always a big part of SXSW , but each year it comes down to people.

Technology 265

Technology Customer Experience Social Media 2015 265

Tricia Morris

NOVEMBER 13, 2015

Someone is inevitably going to be injured fighting for a sweet deal on an Xbox One, interactive R2-D2 (probably me – sad beep), Apple Watch, or worse, a $10 crock pot. For November and December 2015, U.S. They may even reach out on social media. will rise between 6 and 8% this year. billion holiday haul.

2015 77

2015 Customer Service E Commerce E-support 77

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

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. Jenna’s “A-ha!”

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. Think about it.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1. Look no further!

2015 66

2015 Customer Service Customer Centricity Social Media 66

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. Many brands though still need to grasp the nettle on full social media integration.

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

CloudCherry

DECEMBER 20, 2017

This transformation is owed in large part to mobile technology and social media. At the time, everyone communicated with each other in large part by voice, while social media platforms were just starting to take off. Consumers Are Using More Touchpoints Than Ever to Interact with Brands. resorting to 4 touchpoints.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

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

Tricia Morris

JULY 7, 2015

The newly-released 2015 U.S. State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when interacting with a brand or organization for customer-related questions and issues. The 2015 U.S.

2015 101

2015 Consumers Loyalty Brands 101

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. consumers about their recent interactions with 283 companies across 20 industries. These social sites, however, are still an important channel for consumers under the age of 45. Download report for $195.

2015 113

2015 Customer Connectedness Retail Download 113

Talkdesk

JANUARY 22, 2015

Because 2015 is the year of the customer. With a plethora of customer data, business tools that transform that data into actionable intelligence and no shortage of channels to interact with your customer - you simply have no excuse to not exceed your customers’ expectations. In 2015, consumers are busy, well informed and tech-savvy.

2015 50

2015 Customer Satisfaction Customer Centricity E Commerce 50

ReviewTrackers

FEBRUARY 10, 2021

Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. . And that’s by interacting with your brand in some way. In 2015, Microsoft announced the launch of Microsoft Philanthropies to expand its commitment to corporate philanthropy around the world. .

Management 123

Management 2017 Social Media 2015 123

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

BirdEye

AUGUST 29, 2023

But it is not just alliteration; it shows it is essential to develop consistency across different aspects of customer interactions. To build a community of satisfied customers, businesses must invest in processes that provide a consistent customer experience to all customers, no matter the avenue of interaction.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

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 For instance, with the advent of social media, customers can connect and “talk” with brands instantly through Twitter, Facebook, Instagram, and other social networking sites (SNS). Be more social.

Customer Service 107

Customer Service Social Media E-support Exceptional Customer Service 107

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. The rise of social media and increasingly demanding customers has changed all of this.

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

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. This is one reason for continued high call volumes to utility contact centers.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Retently

OCTOBER 1, 2018

A standard customer journey definition describes it as all the experiences consumers go through when interacting with a brand from the moment they hear about it to the actual purchasing experience and post-purchase interactions. What Is the Customer Journey? What Is a Customer Journey Map? What are Customer Journey Touch Points?

Customer Journey Mapping 99

Customer Journey Mapping Touchpoint Customer Journey Social Media 99

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

Brandwatch CX

JULY 4, 2022

The report shows you how many people have interacted with you and your top fans. You can analyze your Instagram content, the interactions generated from your photos and videos, plus details on filter usage. social media accounts. in 2013 to 32.3% Quintly also covers Facebook, Twitter, Google+, LinkedIn, and YouTube.

Social Media 94

Social Media Metrics 2013 2015 94

Beyond Philosophy

NOVEMBER 18, 2014

How well is the organization matrixed across departments that pull together for Customer-facing interactions? Or they might have several channels that interact with Customers, but they are separate and many times conflicting. How do you use Social Media to enhance the experience? Putting the Power of Your People to Work.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

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

CSM Magazine

JULY 29, 2015

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. A recent Salesforce mobile behaviour report showed that customers are spending 3.3

2015 69

2015 Marketing Customer Experience Multi-Channel 69

Joe Rawlinson

JULY 25, 2018

If you find yourself and the rest of your team struggling on a daily basis to return emails, phone calls, social media interactions, or chats on your website with customers in a timely manner, then you may want to consider dedicated customer support. Having a social media presence for these matters can be helpful as well.

Social Media 84

Social Media 2017 2014 Poor Customer Service 84

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

ShepHyken

OCTOBER 14, 2016

Have you been focusing on social media service lately? As of 2015, messaging apps have overtaken social media platforms in monthly active users – and they are only picking up pace. As barriers for contacts get lower, we can expect more customer interactions. Shep Hyken. You might want to change your focus.

Blog 126

Blog Customer Service Social Media Sports 126

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. Share this page on: Tweet.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

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

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. Share this page on: Tweet.

Customer Engagement 88

Customer Engagement Engagement Social Media Sports 88

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

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

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Contact Center 74

Contact Center Social Media 2015 Consumers 74

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