Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. One of the other ways social media changed our lives is in how we interact with brands. Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina. Humanizing brands is the future of social media.

Technology 195

Technology Social Media 2016 Interaction 195

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. Separating their organizations from their competition is no longer about price and features; instead it's about providing quality customer experiences. 1to1Media.com/weblog.

2016 73

2016 Customer Experience Blog Customers 73

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics?

2016 104

2016 Article Social Media Customer Service 104

Customer Guru

OCTOBER 9, 2018

Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. According to the 2018 Global Digital suite of reports by We Are Social and Hootsuite, more than half the world’s population is online! Don’t make your customers think!

Customer Experience 119

Customer Experience Social Media Customers Definition 119

ShepHyken

NOVEMBER 28, 2016

Each week I read a number of customer service articles from various online resources. Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. TechZone360) AI is also transforming the way companies interact with customers. You May Be Thinking about Customer Experience All Wrong by Danny Wong.

2016 112

2016 Article Customer Service Social Media 112

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. Employee Ambassadors Help Create a Positive Social Media Presence. Hiring people is one thing.

2016 113

2016 Social Media CEM Employee Experience 113

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Messina is an expert on this subject.

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

Beyond Philosophy

FEBRUARY 21, 2020

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management. Many of these communications will take place on social media platforms.

Brands 158

Brands Social Media 2016 Interaction 158

Forrester

JULY 13, 2016

I'm excited to announce that Forrester's CX Marketing Singapore 2016 event is less than 6 weeks away. As all organizations operating in Singapore and in South-East Asia understand, customer experience (CX) is fast becoming the only competitive differentiator for their business. Read more Categories: Customer Experience.

2016 64

2016 Marketing Customer Experience Competitive Advantage 64

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? Is the customer always right?

2016 83

2016 Article Social Media Customer Service 83

GetFeedback

NOVEMBER 7, 2019

It’s been stated that customer experience is the new brand, but what about the visual customer experience? Constant online interaction and social media engagement has piqued our need for visual stimulation and trained us to assimilate more imagery than ever before. More compelling? Try us out for free today.

Social Media 249

Social Media Competitive Advantage 2016 2018 249

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty.

2016 119

2016 Article Customer Service Government 119

OpinionLab

JUNE 8, 2017

In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are being asked for. Why is that?

Customer Experience 68

Customer Experience 2016 Social Media Feedback 68

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. One of the early pioneers in CRM software was ACT!

Technology 59

Technology Call Center Social Media 2007 59

ShepHyken

JULY 18, 2016

Each week I read a number of customer service articles from various online resources. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. This article shows how customer experience and marketing can tie into a game. Customer Loyalty: Obligation or Happy Marriage?

2016 69

2016 Article Social Media Customer Service 69

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? 4 Tips for Delivering a Richer Customer Experience by Tara Sporrer. Call it a “richer” customer experience. Here are my top five picks from last week.

2016 69

2016 Article Customer Service Social Media 69

Bob Hayes

AUGUST 21, 2017

Customer Experience Management (CXM) is the process of understanding and managing customers' interactions with and perceptions about the company/brand. In our Big Data world, improving the customer experience is increasingly becoming data-intensive endeavor. retention, repeat purchases, increased purchases).

Customer Experience 103

Customer Experience 2012 Retail 2020 103

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. Gaining customer trust will become a more significant source of long-term competitive advantage. Protecting customer data would be a good start. RELATED RESOURCES.

2017 0

2017 E Commerce 2016 Social Media 0

Experience Investigators by 360Connext

FEBRUARY 23, 2015

This means more than just amazing new vehicles, this means learning about how storied industries like this one continue to use the voice of the customer in their product development. Customers have a new voice in innovation. To that end, all GM cars will have in-car wifi by the end of 2016.

Innovation 262

Innovation Consumers Social Media 2016 262

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more.

2016 127

2016 Article Customer Service 2017 127

ReviewTrackers

JULY 12, 2019

In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. They don’t stop interacting on digital channels after buying a car, either; automotive shoppers are also increasingly active when it comes to leaving online reviews and feedback about their customer experience.

Automotive 77

Automotive Customer Experience Social Media Customer Relationship Management 77

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? In the UK just under 50% of brands saw their scores drop , with even high-performing companies not improving from 2016.

Customer Experience 49

Customer Experience 2016 2017 Social Media 49

ReviewTrackers

JULY 12, 2019

In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. They don’t stop interacting on digital channels after buying a car, either; automotive shoppers are also increasingly active when it comes to leaving online reviews and feedback about their customer experience.

Automotive 72

Automotive Customer Experience Social Media Customer Relationship Management 72

Talkdesk

MAY 17, 2016

Talkdesk’s inaugural customer experience summit is under way. The post you’re on now is devoted to all things social media. — Nora Tucker (@cogirl) May 17, 2016. — Talkdesk (@Talkdesk) May 17, 2016. — Tiago Tomás (@tiagomtomas) May 17, 2016. pic.twitter.com/kEuTREwpjt.

Social Media 40

Social Media 2016 2017 Events 40

Eptica

NOVEMBER 18, 2016

Date: Friday, November 18, 2016 Customer Experience - disrupt or be disrupted. Published on: November 18, 2016. Author: Olivier Njamfa Whatever market they are in, organizations face a stark choice – innovate across their operations and get closer to customers or lose market share to more agile, flexible rivals.

Customer Experience 71

Customer Experience 2016 Innovation Hotels 71

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

2016 0

2016 Customer Service Social Media 2015 0

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. But many companies fail to handle problems effectively, which contributes to poor customer experience and engagement.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

Customer Enthusiast

JANUARY 3, 2016

With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. Interestingly, at Jimmy John’s, even though it too is popular and teeming with customers, there never seems to be much of a wait. They’re like new! Mediocrity will be a tough sell. Happy New Year!

2016 53

2016 Transportation 2015 Social Media 53

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. 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.

Customer Experience 72

Customer Experience Call Center Social Media Virtual Agent 72

BirdEye

JULY 5, 2023

Customer acquisition is one of the biggest challenges and expenditures for businesses. However, constantly acquiring new customers without investing in strategies to retain them can prove quite harmful to the bottom line. To first time customers turn into loyal customer, it is important to invest in building relationships with them.

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

Peter Lavers

JUNE 26, 2017

When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience. Problem Solve for a Better Customer Experience.

Customer Experience 92

Customer Experience Social Media 2016 Consumers 92

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. My Comment: One way to improve the customer experience is to personalize it.

2016 78

2016 Article Customer Service Books 78

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. Published on: November 22, 2017.

Retail 73

Retail Customer Experience 2017 2016 73

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. The Talkdesk team will be spending the day at The Village in San Francisco talking to forward-thinking business leaders and learning more about the future of the customer experience. That means you’ve missed the mingling, the refreshments and the attendee experience. May 17th is finally here!

2016 40

2016 Events Social Media Omnichannel 40

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

2016 50

2016 Net Promoter Score Multi-Channel Magazine 50

NICE inContact

OCTOBER 28, 2016

amassed a large installed base of both large and small customers. ” Being recognized as a leader once again validates the work we’ve accomplished in the past 12 months as we’ve strengthened our ability to help organizations: Handle customer inquiries effectively and efficiently from all channels. . Integrations are Key.

Contact Center 65

Contact Center 2016 Social Media 2017 65

Beyond Philosophy

MAY 15, 2017

With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. This is the reason brands are focusing on a customer experience module so that they can handhold customers through this process. Key insights for customer handholding. Look at customer psyche.

Social Media 133

Social Media E-support E Commerce 2016 133