NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. We’ll see how EMEA marketing masters, spanning a wide swath of categories, are using social insight to generate awareness and grow in these challenging times. Savvy EMEA Senior Marketer Insight. Customer care.

Social Media 53

Social Media 2019 Marketing ROI 53

NetBase

NOVEMBER 7, 2019

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. At Social Media Week, NetBase was joined by industry leaders from L’Oréal UKI, McCann and Huawei to answer just that! But many are up for the challenge thanks to social analytics.

Social Media 40

Social Media Insights Marketing Consumers 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

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

NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. It offers the precise insight you need to inform your comparison, and your future social media marketing efforts. Social Media Marketing Metrics.

Social Media 65

Social Media 2019 Marketing ROI 65

Magellan Solutions

FEBRUARY 10, 2016

Any business worth its salt will have some degree of social media presence. The ubiquity of social media and the role it plays in the day-to-day lives of customers make it a powerful tool for social media customer service. Know where your target audience and customers are most active.

Social Media 73

Social Media Customer Service Entertainment Customer Service Representative 73

Magellan Solutions

FEBRUARY 24, 2016

With over 400 million users, LinkedIn is one of the largest platforms for professional networking and social media customer service. Primarily targeted at professionals, the site is excellent for widening your brand’s customer reach. With these, the best of customer care is possible. Contact us today.

Social Media 72

Social Media Customer Service Customers Insights 72

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

NetBase

NOVEMBER 28, 2018

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. Here’s an overview of what we’ll cover. Brand Analysis Report.

Social Media 54

Social Media Brands Insights Reference 54

Avaya

MARCH 19, 2019

It’s time to prepare for the growth of digital and social in customer care in 2019. Social Media for Customer Care. According to the survey, social is one of the first touchpoints for customer care, with customers more likely to contact brand social media channels before picking up the phone.

Social Media 45

Social Media 2019 Poor Customer Service Customer Care 45

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

NetBase

JANUARY 15, 2019

If you’re constantly looking at social insights – and you should be – is it really important to perform a social media audit ? The social analytics you look at in the day to day are likely real-time insights. These are the questions a social audit answers. Customer Care. Seasonal Trends.

Social Media 53

Social Media Brands Consumers Customer Care 53

NetBase

MARCH 6, 2019

So, let’s talk about what matters, and how to apply those insights to beat the brands that are trying to beat you! You may think you have a handle on your audience – but analyzing competitors’ audiences can be oh so revealing , assuming you’re gathering accurate insight. Reach out for a customized demo. Who Is Talking?

Social Media 49

Social Media Consumers Brands Engagement 49

Qualtrics

MAY 22, 2019

In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. In order to create an extensive overall customer and brand experience , companies must utilize customer service best practices in social media.

Social Media 40

Social Media White Paper Entertainment Brands 40

GetFeedback

DECEMBER 26, 2018

Respond to social media posts. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Customers are vocal over social media too.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

NetBase

APRIL 9, 2020

With uncertainty all around us, the time has never been better to do an internal brand analysis, and cosmetic brands have a bevy of untapped insights to explore. Next generation AI-powered consumer and market intelligence works wonders when combined with brand specific customer data – assuming you have the right solution! ?Customer

Insights 60

Insights Brands Social Media Fashion 60

NetBase

MARCH 7, 2019

The case for social listening has been stated numerous times – and it’s a solid one. Not only does social listening lead you to important insights about your audience – it protects every aspect of your brand when you apply those insights. Here are 9 brand success stories to prove the case once and for all.

Social Media 45

Social Media Events Banking Brands 45

CSM Magazine

JANUARY 19, 2018

Could social media be realizing its true calling as the ultimate customer service channel? Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. Wireless Customer Care Full-Service Performance Study—Volume 1 and the 2018 U.S.

Wireless 49

Wireless Social Media Customer Service 2018 49

NetBase

DECEMBER 31, 2018

Like all years, 2018 offered a number of lessons in how to break new ground using social media. It also reminded us how easily things can go off track when you’re not using social listening to guide your efforts. Insights Should Inform. There are always useful nuggets to uncover, as agency ici Barbès would say.

Social Media 45

Social Media 2018 Sports Brands 45

CSM Magazine

DECEMBER 3, 2019

While being superseded by instant messaging and social media, daily e-mail still steadily grows and will reach more than 300 billion e-mails per day in 2020. Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Ievgen Sliusar.

Customer Care 52

Customer Care Competitive Advantage 2014 Definition 52

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. So, how exactly does customer empathy impact the customer experience ?

Customer Experience 169

Customer Experience Social Media Customers Insights 169

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

WorkOutLoud

FEBRUARY 15, 2018

Your social media team works hard. These are just a handful of the channels that keep your social team busy. This article is going to discuss 3 ways the addition of a private, online customer community can help boost your brand, provide some focus for your social team, and make life easier for your customers.

Social Media 40

Social Media B2C 2017 B2B 40

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

Travel 156

Travel 2021 Customer Care 2019 156

Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. Social service organizations see a 5.6% YoY increase in customer retention.

Customer Service 115

Customer Service Social Media Multi-Channel Customer Care 115

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. What does it take for your business to create remarkable experiences for your customers?

Customer Care 156

Customer Care Social Media Customers Loyalty 156

CSM Magazine

DECEMBER 18, 2023

Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys. I am, of course, referring to social media. The most recent one from 2020 had some shocking results.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

NetBase

NOVEMBER 30, 2018

NetBase was identified as a leader in the Forrester Social Listening Platform Wave Report, Q3’2018. This is the industry report that is the standard in the Social Media Analytics industry. We have evaluated other social listening platforms, but we have continued to stick with NetBase for up to five years now.

Social Media 40

Social Media Brands Insights Consumers 40

BirdEye

SEPTEMBER 29, 2023

By putting the customer front and center, you can translate your product’s features into benefits customers care about. By developing specific buyer personas, such as marketing personas, you stand to gain a deeper understanding of your customers. This helps in designing better products and tailoring services accordingly.

Insurance 110

Insurance Social Media Multi-Channel Advertising 110

ShepHyken

FEBRUARY 12, 2024

This article shares some great insights and findings. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. They asked Dan Gingiss to share some of his customer experience wisdom.

2024 66

2024 Article Customer Service Social Media 66

BlueOcean

DECEMBER 13, 2022

In other words, a loyalty program (and loyalty in general) is inextricably tied to your customer experience and, therefore, to your customer care program. When your loyalty program members do reach for the phone/email/chat tool/social media to get help, it is critical to shift away from a transactional mindset.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Grade.us

NOVEMBER 2, 2018

Social media's not going away any time soon. 2018's Best Social Media Marketing Blogs. These blogs are consistent providers of top-notch social media content. Social Media Explorer. Social Media Today. Social Media Biz. Ignite Social Media.

Social Media 32

Social Media 2018 Blog Article 32

Retently

APRIL 5, 2024

When employees are happy, well-trained, and fairly compensated, they become the most effective ambassadors for your brand and deliver the customer care that shoppers expect, resulting in satisfied customers. It’s the secret ingredient that turns casual shoppers into loyal advocates.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

ShepHyken

NOVEMBER 21, 2016

Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. My Comment: Buffer has shared their insights on the current and future state of social media marketing.

2016 116

2016 Article Social Media Net Promoter Score 116

Kustomer

JANUARY 7, 2022

Let’s check out some clear ways to deliver exceptional customer service in an extraordinary holiday climate. Why Holiday Customer Self-Service Matters. According to Adobe’s Digital Insight Report, online shopping is expected to top $200 billion for the first time in history. Delivering the Full Package.

Social Media 98

Social Media E Commerce Omnichannel Multi-Channel 98