NetBase

APRIL 25, 2019

Spring is a great time to perform a social media audit , to check in and ensure your brand goals are on track for the next quarter – headed towards back-to-school campaigns and ultimately the holiday season. Which tools are best for assessing your social performance? How are you doing with customer care?

Social Media 83

Social Media Multi-Channel Demo Consumers 83

Fox Metrics

NOVEMBER 19, 2020

Imagine engaging in social media marketing without measuring any of it. Social Media analytics is fundamental to your marketing success. With the FoxMetrics social media analytics tool , you’ll get insights on what to expect, how to act, and the right decisions to make for social media.

Social Media 59

Social Media Metrics ROI Measurement 59

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. WHAT IS SOCIAL MEDIA ANALYTICS? But which tools are “right?”

Social Media 99

Social Media Marketing Multi-Channel Metrics 99

NetBase

AUGUST 17, 2020

Many marketers are relying on advanced social media analytics intel combined with powerful social media listening capabilities to inform strategy. We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. Global Marketers Share Social Media Analytics Understanding.

Social Media 56

Social Media 2020 Marketing ROI 56

Magellan Solutions

SEPTEMBER 29, 2020

For modern consumers, using social media to air complaints and to get the kind of help they need is the best option. Waiting to talk to a customer service representative over the phone can actually take a long time, and going to the company’s office can be too much of a hassle. What is social media customer service?

Social Media 52

Social Media 2020 Customer Service Call Center 52

BlueOcean

OCTOBER 4, 2023

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. The impact of bilingual support on the customer experience cannot be understated. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. WHAT IS SOCIAL MEDIA ANALYTICS? But which tools are “right?”

Social Media 85

Social Media Marketing Multi-Channel Metrics 85

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Social Media Government 98

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 87

Social Media Customer Service Marketing Airlines 87

Second to None

MARCH 2, 2021

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. You can, and should, use the brand experience as a frontline tool to turning consumers into customers — and loyal ones. How Do Consumers “Experience” a Brand? Social media .

Consumers 109

Consumers Brands Social Media Loyalty 109

transcosmos Information Systems

SEPTEMBER 5, 2018

During ancient times when the internet was but a fledgeling piece of technology, man relied on archaic ways like the reliable word-of-mouth when looking for reviews about certain consumer products or services before procuring them. Now, social media has turned into a place for business, too. Know where your customers are.

Social Media 69

Social Media E-support Document Customer Service Strategies 69

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Ann Michaels and Associates

AUGUST 15, 2018

With the explosion of social media, customer service is more important than ever and businesses are taking steps to create memorable “customer experiences”. Social media has put the power back in the hands of the customers and given them a voice to share their experiences. Walk a Mile in their Shoes.

Social Media 40

Social Media Customer Experience Advertising Customer Centricity 40

CSM Magazine

JUNE 11, 2019

Social media is ingrained in the global population. billion and in the UK alone there are 45 million social media users. Of these, 39 million are mobile social media users. Historically, companies have used social media for building brand awareness and marketing. Social media for efficiency.

Social Media 40

Social Media Virtual Agent 2019 ROI 40

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Social Media Government 59

Kayako

FEBRUARY 21, 2018

You might believe social media is a boon for customer care. A Google search for the phrase ‘social media customer service’ returns 117 million results. And yet, our investigation tells a different story: Only 3% of consumers picked social media as their go-to channel over live chat, phone, and email.

Social Media 48

Social Media 2012 Customer Care Consumers 48

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

2024 66

2024 Article Customer Service Social Media 66

NetBase

JUNE 1, 2020

SMWONE was an entirely online event this year and NetBase Quid was an eager participant in a good number of panels, sharing consumer and market intelligence insight. Because as we all know, the social web has opened up the world to brands – or at least to those ready to participate in it!

Consumers 64

Consumers Marketing Social Media Events 64

BlueOcean

DECEMBER 13, 2022

Salesforce research says consumers like us belong to 4.3 If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. Customer Service Is the Cherry on Top.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

BirdEye

DECEMBER 5, 2023

A recent Birdeye survey showed that: 68% of consumers check reviews before they engage with a local business. 78% of consumers would not buy from a business with a negative reputation. 87% of consumers did not choose a business if they had a negative review in the last twelve months.

Management 110

Management Social Media Multi-Channel Feedback 110

NetBase

MAY 1, 2019

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Are sales up, but social engagement down? Updated May 2019.

Social Media 43

Social Media Metrics Brands Insights 43

Lithium

JUNE 11, 2019

In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement Customer Care 40

Lithium

JUNE 11, 2019

In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement Customer Care 40

Lithium

JUNE 11, 2019

In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement Customer Care 40

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. Telling your community that you’re accessible on social channels delivers a strong message. Be proactive and get your organization to be proactive in their strategy around social customer care and marketing.

Customer Care 58

Customer Care Social Media Connections Marketing 58

NetBase

MAY 17, 2019

Luckily, luxury brands in all stages of growth can use predictive capabilities to stay ahead of demanding consumer needs and edge out competitors. If you want social consumers to talk about your brand – and of course you do! Is creating experiences enough to win you loyal customers for life? Customer Care Isn’t a Luxury.

Customer Care 52

Customer Care Engagement Fashion Social Media 52

BirdEye

JUNE 29, 2023

Why is customer communication important? What are the steps for effective customer communication? What are the best customer communication channels? FAQs about customer communication Connect with customers with Birdeye Messaging What does customer communication mean?

Communication 97

Communication Social Media Touchpoint Customers 97

NetBase

APRIL 25, 2019

Spring is a great time to perform a social media audit , to check in and ensure your brand goals are on track for the next quarter – headed towards back-to-school campaigns and ultimately the holiday season. Which tools are best for assessing your social performance? How are you doing with customer care?

Social Media 66

Social Media 2019 Multi-Channel Demo 66

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Customers are connected.

Consumers 96

Consumers Technology Blog Chief Customer Officer 96

Bill Quiseng

MAY 18, 2015

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. At Hallmark Business Connections, we believe in the power of the human connection.

Customer Care 156

Customer Care Social Media Customers Loyalty 156

Comm100

SEPTEMBER 1, 2016

Social media. The ultimate double-edged sword of customer care. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. Bad Reviews Can Happen. The bottom line? Online reviews are powerful.

Social Media 44

Social Media Download Brands Customer Care 44

NetBase

MARCH 7, 2019

The biggest lesson social listening teaches time and again is not to assume you know what consumers will respond to. But using social analytics to understand both what their audiences and the general public were talking about made it a calculated risk. That’s how Hotwire uses social listening. Hotwire Feels the Weather.

Social Media 45

Social Media Events Banking Brands 45

Lumoa

MARCH 9, 2023

Customer empathy is at the heart of Lush’s approach to building trust with its customers. By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns. Buffer prioritizes customer empathy in their approach to customer service.

Customer Experience 169

Customer Experience Social Media Customers Insights 169