Lithium

SEPTEMBER 7, 2022

Digital customer care can meet and exceed your original ROI projects in several ways. However, poorly implementing a digital Care system can cost hundreds of thousands of dollars annually in wasted time and low NPS scores. A number of companies will want to put a bot on public social media channels.

ROI 52

ROI Social Media Customer Care Brands 52

Opinionator

JANUARY 8, 2021

The ROI (return on investment) of customer experience for a business is undeniably high. In fact we have previously said that ‘ Customer Experience is Everything ‘ Even a small increase in positive customer experience (CX) can propel revenue to new heights, increasing company profits considerably. Advertising.

ROI 52

ROI Customer Experience Financial Customer Journey Mapping 52

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 56

ROI Customer Service Average Handle Time Customer Experience 56

Lithium

DECEMBER 28, 2020

So how can your brand stand out in the areas your customers care about? For example, 88% of brands think they are engaging with customers at every point of need, but only 15% of customers say they regularly see brands engaging with them. Paid and organic social media are better together. Yes, numbers.

Engagement 52

Engagement Social Media 2019 ROI 52

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Here are the radical changes I believe will be VoC of the future: (1) Let customers and employees give you feedback anytime , anywhere, any way. 5) Empower yourself.

ROI 54

ROI Feedback Insights Financial 54

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

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. See you there!

Customer Care 58

Customer Care Social Media Connections Marketing 58

Lithium

DECEMBER 6, 2022

How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise.

2022 52

2022 Social Media 2023 Roadmap 52

Lithium

SEPTEMBER 12, 2019

So how can your brand stand out in the areas your customers care about? For example, 88% of brands think they are engaging with customers at every point of need, but only 15% of customers say they regularly see brands engaging with them. Paid and organic social media are better together. Yes, numbers.

Engagement 40

Engagement Social Media 2019 ROI 40

Lithium

SEPTEMBER 12, 2019

So how can your brand stand out in the areas your customers care about? For example, 88% of brands think they are engaging with customers at every point of need, but only 15% of customers say they regularly see brands engaging with them. Paid and organic social media are better together. Yes, numbers.

Engagement 40

Engagement Social Media 2019 ROI 40

Lithium

JULY 7, 2022

Ask any digital marketer, social media manager, or even the garage band blogger about increasing web traffic, and you'll hear those three sacred letters; SEO. It could be people sharing your website or getting referred from social media or other services. ROI's of high SEO scores on communities.

Social Media 98

Social Media Reference ROI Brands 98

Natalie Petouhof

MAY 27, 2016

Customer Experience IOT in the Automotive Industry-Upcoming. **. . Customer Experience IOT in the Automotive Industry-Upcoming. **. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. •

Social Media 40

Social Media E-support E Commerce ROI 40

NetBase

JUNE 16, 2020

There’s a short list of “must have” items that every brand needs to succeed, and the right social intelligence tools certainly dominate much of it these days. Brands can make it one minute and break it the next with social media missteps. About Social Intelligence Tools. The Top Social Intelligence Tools.

Brands 60

Brands Social Media Metrics Consumers 60

Magellan Solutions

OCTOBER 18, 2016

“It is cheaper to retain than acquire a customer,” says 70% of respondents from Econsultancy/Responsys Cross-Channel Marketing Report 2013. In the same report, 49% of the respondents recognized that they achieved better ROI by investing in relationship over acquisition marketing. Need help in upgrading your customer care?

Customer Base 68

Customer Base Social Media 2013 ROI 68

NetBase

JUNE 26, 2019

As we’ll be sharing in our upcoming Global Social Media Analytics Report , brands are directing quite a bit of budget toward their analytics tools these days – and for good reason. The long-term ROI , of course: 113 Industries helped Ocean Spray use social analytics to find the next $100 million dollar idea. Why so much?

Social Media 56

Social Media ROI Consumers Brands 56

CSM Magazine

FEBRUARY 17, 2022

As recognised recently by McKinsey , a gig customer service or ‘GigCX’ model “could give customer care the horsepower and flexibility it needs for today’s increasingly volatile markets.” In light of this, there are three important trends that will be indispensable to customer service. About the Authors.

Customer Service 98

Customer Service 2016 2022 Brands 98

NetBase

OCTOBER 8, 2019

Every brand could stand to do better on social – and not just from a social marketing standpoint. Each company can be found somewhere on the social media maturity spectrum and its sophistication (or lack thereof) comes with different challenges and opportunities. Social media continues to grow in importance.

Social Media 57

Social Media Marketing Brands Metrics 57

Natalie Petouhof

AUGUST 13, 2015

Tweet There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. And then along comes social media. If You Think Social Media Isn’t Affecting Your Company, Stop Doing the Ostrich.

Customer Service 91

Customer Service Social Media Airlines Hotels 91

Lithium

JUNE 11, 2019

Social Media Management Strategy Certification. Summary: A discussion on building brand advocates using social media, through response and engagement. Audience: Intermediate/Advanced/Expert Social Media Teams. Learn how to best engage with customers on the social web. ROI Connection.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Social Media Management Strategy Certification. Summary: A discussion on building brand advocates using social media, through response and engagement. Audience: Intermediate/Advanced/Expert Social Media Teams. Learn how to best engage with customers on the social web. ROI Connection.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Social Media Management Strategy Certification. Summary: A discussion on building brand advocates using social media, through response and engagement. Audience: Intermediate/Advanced/Expert Social Media Teams. Learn how to best engage with customers on the social web. ROI Connection.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

SEPTEMBER 21, 2022

Customer care is convoluted at the best of times. While the customer can use your product or service wrong once, your customer care system has to be right every time. A few years ago, a Khoros customer found truly stunning success while using the Care platform, even when the odds were stacked against them.

ROI 52

ROI Social Media Customer Care Events 52

NetBase

JANUARY 2, 2020

Resolution #2: Customer Care. Customers expect to reach you on social media when they have a problem. Leading businesses udnerstanding how crucial CX is to ROI, using it to inform every bit of their processes, including: Launching new products. Improving customer satisfaction. Improving operations.

2020 60

2020 Brands Social Media Consumers 60

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. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 99

Social Media Marketing Multi-Channel Metrics 99

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

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. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 85

Social Media Marketing Multi-Channel Metrics 85

SurveySensum

MARCH 20, 2024

From launching industry-specific surveys to real-time text analysis to a closed-loop ticketing system, the tool packs a strong punch when it comes to extracting actionable insights, taking action in time, and boosting the overall customer experience while driving the CX-driven ROI. The tool has taken CXM a step beyond.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

Team HGS

SEPTEMBER 30, 2019

Increasingly we’re counted on to add value to customer communications to help get that story right. As we’ve been brought into the process, we’ve become experts at bridging critical gaps—for optimized CX and ROI —in other words, earning and retaining customers for the brand. Take, for example, the CX channel of social media.

Brands 40

Brands Social Media Contact Center 2006 40

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. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

2016 127

2016 Article Customer Service 2017 127

Lithium

AUGUST 3, 2022

Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. Today with the widespread use of various social media, this task is even more challenging. Many executives today struggle to see the value and the ROI of sinking time and resources into marketing.

ROI 52

ROI Marketing Social Media Advertising 52

BlueOcean

FEBRUARY 7, 2019

How do we use that data to improve the customer experience? We get it; earning executive buy-in on the decision to outsource your contact center usually includes a discussion about ROI. But calculating how the costs of your customer service solution make an impact on your bottom line can be complicated. appeared first on.

Metrics 219

Metrics Customer Care 2019 Measurement 219

ClearAction

FEBRUARY 7, 2016

4 Building Blocks for a Customer-Centric Culture article. Building a Customer-Centric Culture article. Customer Experience Management Improves Brand Value article. Growing a Customer Care Culture by Hiring Right BKM: Southwest, Nordstrom, Ritz-Carlton. Voice of the Customer. Measure Customer Value article.

Article 48

Article Customer Experience 2009 White Paper 48

NetBase

DECEMBER 3, 2019

For the most part, businesses continue to evolve along with social analytics, but they’re falling behind. Keeping pace in a few, very fixable, ways would make a huge difference to their long-term ROI. Those ways include: Understanding every part of the customer journey. Qualify and act on customer leads. Online reviews.

2019 52

2019 Entertainment Insights Social Media 52

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must.

Customer Service 52

Customer Service Return on Investment Magazine Customer Service Strategies 52

Natalie Petouhof

APRIL 6, 2016

Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now play key roles in digital transformation strategy. However, leaders often stigmatize customer service or customer care as a cost center.

Social Media 45

Social Media Customer Care Customer Satisfaction Customer Service 45

Currency Alliance

APRIL 15, 2024

This upsets customers, and is likely to make your brand the ‘bad guy’ in the press and on social media if the restrictions ultimately devalue the points/miles. On the customer side, you’re looking to create the greatest possible perceived value. Consider the example of a retailer (i.e., fashion), that has margins of 40%.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Opinionator

JANUARY 8, 2021

The power of ROI (return on investment) is undeniable when measuring customer experience. Even a small increase in positive customer experience (CX) can propel your revenue to new heights, increasing company profits considerably. A high ROI ratio is what companies look for. What is Customer Experience? Advertising.

ROI 98

ROI Customer Experience Advertising Return on Investment 98