Horizon CX

MARCH 19, 2022

Let’s start with a brief definition of AI to get us on the same page. Small wonder then that the ROI of AI is only being reported by 10% of businesses. By calling their Customer Careline. Oh no, I thought—not another round of call-center madness or chatbot mania—I need another channel—enter social media.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

BlueOcean

FEBRUARY 27, 2018

If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Social Customer Care Cannot Be Ignored.

Social Media 199

Social Media Customer Service Contact Center ROI 199

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Comm100

DECEMBER 11, 2017

Live chat is especially popular among online retailers who don’t want to let customers slip away if they’re the least bit interested. Some providers allow co-browsing, where the customer care agent takes temporary control over the user’s browser and provides technical troubleshooting or directs them to pages where they will find resources.

Customer Experience 47

Customer Experience Social Media Multi-Channel Culture 47

SurveySparrow

FEBRUARY 22, 2023

In a nutshell, it uses AI-driven rules to determine what customers think and their desires, which lets businesses automate processes while measuring metrics like effort, emotion, and intent. A tool definitely worth trying. To give you a perspective, businesses keep scratching their heads to increase the ROI by even 5%.

2023 52

2023 Feedback ROI Customer Satisfaction 52

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. CUSTOMER CENTRICITY.

Customer Centricity 54

Customer Centricity Measurement 2019 Customer Satisfaction 54

Ecrion

OCTOBER 29, 2019

With a CCM solution, you make yourself widely available to your customers on terms that are convenient to them. This level of transparency sets you apart and makes it so that you stand out in terms of customer care. You add longevity to your services whenever you allow for open communication between you and your customers.

Return on Investment 52

Return on Investment E-support Communication Social Media 52

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. possibly in the world.”.

2020 132

2020 Customer Experience Magazine Consulting 132

Answer Dash

APRIL 17, 2020

Businesses everywhere are waking up to the value of customer experience and recognizing outstanding customer experience (CX) as a key ingredient to rising above the competition. Your CRM system is a valuable tool here as it already contains a record of your interactions with each customer to date.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

C3Centricity

AUGUST 15, 2016

As a customer centricity champion, just like you, I spend a lot of my time researching the topic. I’m always trying to understand exactly what customers want. My regular searches include customer service, customer satisfaction, customer care and similar areas. Customer centricity.

Customer Centricity 48

Customer Centricity Customer Satisfaction Definition Loyalty 48

Grade.us

MARCH 12, 2019

Miriam: I’m definitely seeing more educated owners and marketers, but at the same time, we need clearer models for setting goals, analyzing data and proving ROI. Social Media? Invest in customer service, as it will be felt in every aspect of your revenue and reputation, including reviews. Google My Business?

Marketing 36

Marketing 2019 Social Media Consumers 36

C3Centricity

SEPTEMBER 3, 2018

My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. I believe they show a serious problem in the business of looking after our customers today. I believe they show a serious problem in the business of looking after our customers today.

Customer Centricity 67

Customer Centricity Customer Satisfaction Social Media 2011 67

Comm100

FEBRUARY 5, 2018

Social Media Software. Exploring A Broad Term: What Is Customer Engagement Software? From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is.

Social Media 49

Social Media Customer Engagement Engagement Marketing 49

Thematic

NOVEMBER 13, 2018

You might have access to lots of customer feedback without realizing it! For example, at Thematic, in addition to customer surveys, we also analyze feedback that comes through support tickets, chat logs, social media comments, call centre notes, chatbots interactions and online customer reviews etc.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101