Comm100

JANUARY 21, 2020

While social media is an important part of the B2B discovery process, communication with these customers usually involves more traditional channels, such as email. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. White Paper. Download Now.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Comm100

JANUARY 21, 2020

While social media is an important part of the B2B discovery process, communication with these customers usually involves more traditional channels, such as email. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. Remember: Be mobile-ready.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

One Millimeter Mindset

OCTOBER 8, 2018

Then put ourselves in the shoes of current and potentially future customers. Are our engagement experience tactics building bridges – or barriers – to the next communication? Do we clutter potential and current customer Inboxes with solicitations from people and brands they do not know? That is scary stuff, folks.

Engagement 74

Engagement Customer Experience White Paper Magazine 74

Education Services Group

APRIL 25, 2021

Their time should be balanced between a smaller percentage of the reactive activities they need to perform and a higher percentage of the proactive initiatives Customer Success is known for. Digital Communication. Email automation can keep your customers engaged and eliminate repetitive CSM tasks. CS Monetization and Funding.

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Parature is a research and advisory firm specializing in communicating service-centric best practices. Knowing this, it is critical that you plan your self-service options well.

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White Paper 2014 2015 2012 160

Beyond Philosophy

SEPTEMBER 6, 2016

Let us deal with the second challenge first: gaining insight into what represents value for prospective customers. There are three main applications of customer management systems: selling and sales force automation, informal and formal marketing/communications, and customer service.

White Paper 74

White Paper Multi-Channel Consulting Customers 74

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Does it understand customers, and their individual journeys?

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Proactive, personalized – even anticipatory – service that exceeds expectations, two-way communication, and engagement help bond the customer to the supplier.

White Paper 60

White Paper 2007 Consulting Loyalty 60

One Millimeter Mindset

APRIL 10, 2019

Learn more by downloading my white paper: New Strategies for Selling to Skeptical Technical Decision Makers by clicking on this LINK. Finding common ground through storytelling catalyzes professional development, workforce engagement and customer and stakeholder success. Why move beyond the stuff that gives them Pause?

White Paper 13

White Paper Download Customer Retention Presentation 13

Bold360

NOVEMBER 30, 2016

In other words, a customer or prospect may ask a question about a product via the company’s built-in chat function on its website or through third-party platforms like Facebook and Slack, where consumers are increasingly engaging brands. What’s more, failing to get it right has detrimental effects on the customer experience.

Definition 104

Definition ROI White Paper 2016 104

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Currently, she also serves as an executive member in the CXPA (Customer Experience Professionals Association). Annette Franz, CEO, and Founder, CX Journey Inc.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. How to Build a Customer Service Knowledge Base. Your knowledge base can include : Quick-start guides. How-to instructions. Product specifications.

Customer Service 62

Customer Service E-support Article Document 62

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Well-trained operators mean better customer satisfaction. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Social Media 49

Social Media Customer Service Strategies Customer Service Download 49

Qualtrics

MARCH 2, 2021

Talking is so fundamental in communicating and everyone can do it. In customer service, using the right words can help engage customers and prevent them from having a bad experience. Even in marketing, you can make a real impact on how you help customers feel connected with your products. We don't just write white papers.

Customer Service 29

Customer Service Social Media White Paper 2021 29

Comm100

JANUARY 19, 2017

When we are approached by a customer who is upset by a defective product or service, responding with a professional apology that offers the customer a hassle-free solution is an important part of ensuring customer retention. White Paper] The Guide to Becoming a Top Performing Live Chat Agent.

Workshop 88

Workshop Customer Service Representative Events 2018 88

Comm100

JANUARY 19, 2017

When we are approached by a customer who is upset by a defective product or service, responding with a professional apology that offers the customer a hassle-free solution is an important part of ensuring customer retention. White Paper] The Guide to Becoming a Top Performing Live Chat Agent.

Workshop 80

Workshop Customer Service Representative Events 2018 80

Comm100

OCTOBER 17, 2017

It’s cheaper and easier to retain customers than it is to attract new ones, which is why it’s no small deal that social media customer service can help you reduce your churn rate. According to Aberdeen, companies that have a well-crafted approach to social media customer care experience 92% customer retention.

Social Media 52

Social Media Customer Service Download Customer Care 52

SmartKarrot

JUNE 11, 2020

If someone ever asks me to define the journey for customers, I would most likely begin with the definition of a customer’s journey. Well, it is based on the fact that the customer today is more aware and more informed than ever. Credits to social media and instant communication. Final Take.

White Paper 11

White Paper Wireless Demo Fashion 11