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 86

Social Media Customer Service Marketing Airlines 86

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Monitor and respond to social media complaints – and provide effective resolution. Responding to customers on social media? Is that still up for debate?

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

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

Customer Interactions

JULY 7, 2015

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. They do this by first listening “(across channels) to understand customer intent.

White Paper 28

White Paper Social Media Customer Experience Interaction 28

InMoment XI

MAY 29, 2019

This article was first published as a Maritz Research White Paper. You can view the original paper here.

Social Media 200

Social Media White Paper Article Feedback 200

InMoment XI

APRIL 26, 2022

How do they feel about your company’s social media presence? Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. But one major con of paper surveys is that they can be pricier.

Customer Experience 260

Customer Experience Fashion White Paper Insights 260

Quadient

MAY 23, 2022

He has authored 21 in-depth reports and books on workforce optimization applications, in addition to co-authoring two books, numerous articles and white papers. Social Media Image. He is one of a handful of industry analysts that have been elected to the Contact Center Pipeline Wall of Fame. . Customer Experience.

Contact Center 105

Contact Center White Paper Document Social Media 105

Totango

MARCH 8, 2022

Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists. Leveraging Customer Success is a LinkedIn group for professionals who want to share tips on how to share customer success journeys through social media and other traditional marketing methods.

2022 115

2022 Customer Success White Paper Social Media 115

ShepHyken

MARCH 26, 2019

Social media has transformed how customers and businesses interact. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars. Natalie Petouhoff is the Vice President of Customer Service Innovation at Salesforce Service Cloud.

White Paper 123

White Paper Contact Center E-support Social Media 123

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Moreover, they provide an analysis engine that can incorporate all kinds of data: survey results, social media posts, and linking operational data.” [3].

White Paper 243

White Paper Social Media Feedback 2019 243

ShepHyken

DECEMBER 18, 2019

Publish a report or white paper that will benefit your customers. Do more on social media. Participate in conversations on social platforms and become part of the online customer community. Little reminders shared consistently with employees will help keep customer service front of mind.

2020 122

2020 Customer Service White Paper Social Media 122

Comm100

JANUARY 21, 2020

Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. On social media, initial inquiries about a product can be made in the comments section or a direct message to your company. White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. Remember: Mind your response time.

Customer Journey 83

Customer Journey Social Media B2C Omnichannel 83

InMoment XI

NOVEMBER 15, 2013

If you haven’t been following along, here are three white papers on the topic. Let’s wrap up our series of posts about our 2013 Online Review Study. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.

Social Media 200

Social Media White Paper 2013 Article 200

InMoment XI

NOVEMBER 15, 2013

If you haven’t been following along, here are three white papers on the topic. Let’s wrap up our series of posts about our 2013 Online Review Study. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.

Social Media 200

Social Media White Paper 2013 Article 200

InMoment XI

NOVEMBER 15, 2013

If you haven’t been following along, here are three white papers on the topic. Let’s wrap up our series of posts about our 2013 Online Review Study. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.

Social Media 200

Social Media White Paper 2013 Article 200

Customers That Stick

SEPTEMBER 18, 2014

A white paper compiled by PunchTab indicates that many Millennials shop online daily.). They are heavy users of Facebook and other social media platforms, and believe in information sharing and gathering via social media and the Internet. Stay on top of your competitor’s programs.

Loyalty Programs 133

Loyalty Programs Loyalty White Paper Social Media 133

CSM Magazine

JUNE 7, 2023

Be sure to encourage satisfied customers to share their feedback and thoughts on review platforms or social media. Also, it’s advisable to engage with customers through social media platforms by responding to comments and messages. Focus on producing valuable content that your audience wants to see.

2023 52

2023 White Paper Social Media Document 52

Natalie Petouhof

JUNE 29, 2019

white paper Table of Contents Executive Summary 2 What is a Social Customer? 3 What Does this New Socially-Enabled Enterprise Look Like? 4 The Challenges in Managing Today’s Social Customer Service 5 Is Your Company at Risk for Social Media Disasters?

White Paper 40

White Paper Customer Service Social Media Customers 40

Magellan Solutions

APRIL 8, 2021

White papers . Social Media. Can social media actually increase B2B sales? . But there are some challenges with social media platforms. . Budgets are also watched under an ROI-focused microscope. This means you’ll be hard-pressed to find a buyer. Content ranges from: Videos . Blog posts.

B2B 52

B2B White Paper Social Media Advertising 52

Totango

AUGUST 23, 2022

Social media posts and ads. White papers. This may occur through encountering your brand or product through a search engine result, a search engine ad, a social media post, a video, a review on a technology website, word-of-mouth or other means. Video content and ads. Blog content. Live chat and chatbots.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115

Magellan Solutions

MARCH 17, 2021

White papers . Social Media. Can social media actually increase B2B sales? . But there are some challenges with social media platforms. . Budgets are also watched under an ROI-focused microscope. This means you’ll be hard-pressed to find a buyer. Content ranges from: Videos . Blog posts.

B2B 52

B2B White Paper Social Media Advertising 52

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. White papers. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Other content sources include: FAQ sections. Blog posts. User guides.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

ShepHyken

JUNE 24, 2019

Small Business Trends) To rake up great customer reviews or blow up on social media, it comes down to good ole genuine customer support. Number five is can be optional, depending on your business. Great reminders here. 10 Examples of Great Customer Service by Nextiva. Guide: 8 Expert Tips To Go Omni-Digital by Dimelo.

Article 112

Article 2019 Customer Service Poor Customer Service 112

Oracle

MARCH 22, 2021

Developing deep educational resources like blog posts, white papers, eBooks, and videos showcasing the capabilities, results, and even limitations of products and services can be pivotal in converting skeptics.

B2C 85

B2C B2B Marketing White Paper 85

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 65

Contact Center Engagement White Paper Social Media 65

Bob Hayes

DECEMBER 17, 2017

Customer Analytics Best Practices: Free White Paper - Competing on analytics today means integrating data silos, applying machine learning capabilities and leveraging data experts/scientists in your formal customer programs. Download the complete 22-page white paper. In this post, I will explore this analogy further.

2017 46

2017 White Paper Blog Competitive Advantage 46

CSM Magazine

MAY 20, 2020

You can give it away as an ebook, white paper, checklist, or cheat sheet, in exchange for a potential customer’s email address. Social media marketing. Social media marketing consists of two methods — paid and organic. Organic social media capitalizes on the virality factor too. Final thoughts.

Social Media 52

Social Media 2020 White Paper ROI 52

Bob Hayes

SEPTEMBER 18, 2017

Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image. Potential respondents were invited to complete a survey on customer analytics best practices via the researcher’s blog and social media profiles. We studied 88 companies that have a formal customer program (e.g.,

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Accenture also rolled out its interactive digital assistant, which combines artificial intelligence, live agents, and social media to manage and optimize customer interaction across channels in a manner driven by automation.

White Paper 52

White Paper 2017 Social Media NPS 52

Magellan Solutions

JULY 28, 2021

White Papers. In addition to that, your outsourcing partner could also help you in research and creating white papers that you can distribute. . To top it all off, you can also ask your call center partner to occasionally work on your social media presence. . Effectivity Rate. Lead Nurturing Campaigns.

B2B 52

B2B White Paper Call Center Social Media 52

Bob Hayes

DECEMBER 17, 2017

Customer Analytics Best Practices: Free White Paper – Competing on analytics today means integrating data silos, applying machine learning capabilities and leveraging data experts/scientists in your formal customer programs. Download the complete 22-page white paper. What Must You Ask? Thanks for reading my writing.

2017 40

2017 White Paper Blog Competitive Advantage 40

Hallmark Business Connections

AUGUST 11, 2021

This thoughtful direct mail content also goes digital, as delighted pet owners are moved to share their experiences across social media channels. Its response rate ranges from about five to nine times greater than that of email, paid search, or social media.”. Start with the audience experience: 1. How can you help them?

Marketing 74

Marketing Magazine White Paper Social Media 74

Centercode

JUNE 18, 2019

Whether it’s through review sites, social media, or product forums, opportunities to voice your opinion are ample and encouraged. Download the Free Feedback Playbook White Paper. Website down? They’ll take to Twitter. Restaurant closed during business hours? My cousin Diane is leaving a 1-star Yelp review right now.

Feedback 56

Feedback White Paper Customer Centricity Social Media 56

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 40

Contact Center Engagement White Paper Social Media 40