Totango

MARCH 8, 2022

A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists.

2022 118

2022 Customer Success White Paper Social Media 118

Totango

AUGUST 23, 2022

Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. Social media posts and ads. White papers. Customer Success Communities. 8 Types of Customer Journey Touchpoints for B2B SaaS Clients. Loyalty and advocacy. Loyalty and Advocacy.

Touchpoint 118

Touchpoint Customer Journey B2B Customer Journey Mapping 118

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Are you ready to provide fast and responsive customer care? White papers.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

CSM Magazine

JUNE 7, 2023

Building trust and credibility with customers is essential for the long-term success of any business. Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. You will want to make sure that customers view you as an expert in your field.

2023 52

2023 White Paper Social Media Document 52

Comm100

JANUARY 21, 2020

Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Mind your response time. Remember: Be mobile-ready.

Customer Journey 83

Customer Journey Social Media B2C Omnichannel 83

Comm100

JANUARY 21, 2020

Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. So, what should you look at when planning or evaluating your customers’ digital journey? Social media vs. SEO reach. Remember: Mind your response time.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

Bob Hayes

DECEMBER 17, 2017

25 Data Science Terms Every Customer Professional Needs to Know - I believe that a good first step for customer-centric professionals to leverage customer data is to understand the terms data professionals use when extracting insights from their data. Download the complete 22-page white paper. What Must You Ask?

2017 46

2017 White Paper Blog Competitive Advantage 46

Centercode

JUNE 18, 2019

One focuses on communication and customer experience and looks like this: Customer submits product feedback as issues, ideas, or praise. Company reviews customer feedback. Company responds to the customer. Here are three big benefits to closing the customer feedback loop. Website down?

Feedback 56

Feedback White Paper Customer Centricity Social Media 56

Bob Hayes

DECEMBER 17, 2017

25 Data Science Terms Every Customer Professional Needs to Know – I believe that a good first step for customer-centric professionals to leverage customer data is to understand the terms data professionals use when extracting insights from their data. Download the complete 22-page white paper.

2017 40

2017 White Paper Blog Competitive Advantage 40

LiveChat

JUNE 8, 2018

Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. And, in the day and age of social media, negative word-of-mouth from unhappy customers can spread like wildfire, tarnishing your reputation.

Communication 66

Communication Social Media B2C White Paper 66

Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

Engagement 68

Engagement White Paper Definition Consulting 68

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

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Messaging Customer Satisfaction Statistics. Live Chat Customer Loyalty Statistics. Live Chat Customer Service Statistics.

2020 90

2020 E-support 2018 Hospitality 90

Qualtrics

MARCH 2, 2021

Customer service is fundamental to delivering a great experience. Get our 2021 Customer Experience reading list. The customers that have had a good CX experience are much more likely to recommend the company, forgive the company if it makes a mistake, trust the company and try new offerings.”.

Customer Service 29

Customer Service Social Media White Paper 2021 29

SurveySparrow

MARCH 30, 2021

Getting closer to your customer will ensure your business’s success in the long run. You have to care about your employees deeply to get better results and improve customer experience. Also, gathering information can tell you the reason behind your customers’ behavior. White papers. Infographics.

Marketing 52

Marketing White Paper Insights Feedback 52

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. A Customer Service Knowledge Base is Vital for Good Customer Experiences. How to Build a Customer Service Knowledge Base.

Customer Service 62

Customer Service E-support Article Document 62

Comm100

JANUARY 6, 2022

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? 67% of customers said they would spend more money if they received a better customer service experience. Personalized . Accessible.

2022 89

2022 Customer Experience Omnichannel White Paper 89

Currency Alliance

JANUARY 24, 2018

In November 2017, an Economist briefing on the influence of social media on politics noted the “now-ubiquitous ´pull to refresh´ feature, which lets users check for new content, has turned smartphones into slot machines.”. Who knows – a virtuous circle of customer loyalty may ensue. Customer experience.

Advertising 49

Advertising Retail Consumers Social Media 49

Beyond Philosophy

SEPTEMBER 13, 2016

It is, finally, a recognition that word-of-mouth is what people (customers and employees) think and say about an organization, not what the organization believes and says about themselves. To summarize, stakeholders now expect more from social media, and are using it more, and more effectively, than ever before.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service?

Social Media 47

Social Media Customer Service Strategies Customer Service Download 47

Comm100

JANUARY 14, 2020

For years, many companies struggled to cobble together the best customer experiences they could. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos? What is Digital Omnichannel?

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. The Exceptionally Angry Customer.

White Paper 64

White Paper B2C Social Media E-support 64

Comm100

JANUARY 14, 2020

For years, many companies struggled to cobble together the best customer experiences they could. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos? What is Digital Omnichannel?

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. The Exceptionally Angry Customer.

White Paper 40

White Paper B2C Social Media E-support 40

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

Comm100

NOVEMBER 15, 2017

You will have to try calling, chatting, emailing, or even reaching out to social media again in the hopes of connecting with someone who knows what they are talking about. First contact resolution, otherwise known as FCR, is a metric that deals with whether a customer has had their issue solved the first time or not.

White Paper 44

White Paper Reference Social Media Download 44

SmartKarrot

JANUARY 7, 2022

You might have the customer data, but are you using the siloed data and insights into practical actions that help you grow your business and brand equity? It is about time that we started listening to our customers. So, customer intelligence will help create strategies that adapt to the changing market. contact-form-7].

2022 10

2022 White Paper Social Media Competitive Advantage 10

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. With the fame came a wave of social media engagement. That’s a lot of potential for customer care.

Social Media 50

Social Media Customer Service Download Customer Care 50

Confirmit

MAY 29, 2018

Voice of the Customer programs aim to gather and analyze customer insights, and enable you to take action in order to improve customer experience (CX) and deliver positive business outcomes to your organization. Why Does Voice of the Customer Matter? How Do You Build a Voice of the Customer Program?

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40