Intercom, Inc.

JULY 8, 2020

Support has changed in innumerable ways, from the emergence of call centers ( yes, phones were novel once ) to the shift to social media. But one thing has not: what customers want. As consumers ourselves, we’re all too familiar with what our customers want – a convenient and personalized support experience.

Social Media 203

Social Media Contact Center Customer Expectations Gaming 203

Retently

NOVEMBER 27, 2024

Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Leveraging Social Media and Influencer Marketing 8. Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 Expanding Revenue Channels 4. trillion by 2027 ?

Sales 152

Sales Social Media Predictive Analytics Start-ups 152

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

MARCH 26, 2025

80% to 90% of business data is unstructured – hidden in emails, customer reviews, social media posts, support tickets, and more. In this case, traditional data analysis methods struggle to process this vast amount of text, which is where text mining becomes a game-changer. Lets now discuss each step.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

Intercom, Inc.

JUNE 16, 2020

Companies like Apple, Netflix, and Slack have proven the profitability of a customer-centric ethos. Take Slack – this one-time gaming startup has grown from a new way of working into the way of working and is now worth over $20 billion. If speed is one factor in meeting customer expectations, another is completeness.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Doing CX Right

OCTOBER 20, 2020

The reason is that the most reputable brands, like Starbucks, proactively LISTEN to customers and use feedback to deliver personalized experiences that exceed customer expectations. The best in class companies also care about employee views and empowers their staff to deliver customer excellence. Social media.

Gaming 69

Gaming VOE VOC Close the Loop 69

Hodusoft

NOVEMBER 24, 2021

It is difficult, if you are not an industry insider, to keep a tab on all the latest developments and know which call center tools are relevant for today’s customers. . What do customers expect? Customer experience is the only differentiator, and the quality of your customer service can either make or break your business.

Social Media 105

Social Media Artificial Intelligence Omnichannel CRM 105

SurveySensum

MARCH 5, 2025

Call center text analytics is more than just a tool for analyzing conversations – its a game-changer for improving customer experience, enhancing agent performance, and making data-driven decisions. Listen And Analyze VOC From All Channels A fragmented customer experience leads to frustration and dissatisfaction.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

Zendesk

OCTOBER 22, 2021

Social selling has impacted the market ever since we started trading products. Market analysis indicates that consumers influenced by social media are four times more likely to spend more on purchases. Below, we’ll discuss what social selling is, why it’s important, and best practices on mainstream social media sites.

Social Media 98

Social Media Sales Social Listening Start-ups 98

Fonolo

NOVEMBER 23, 2017

47% of consumers aged 18-34 have used social media to complain about a brand’s customer service and 52% have used it to ask a customer service question. Parature reported that 70% of customers expect a company website to include a self-service application. Play a Game. Tweet About It.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

TeamSupport

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Bottom line: Your customers get resolutions faster, regardless of the path they took to get there. Provide Proactive Support Anticipating customer needs before they arise is a game-changer in the world of customer support.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Shopping online is more than just convenient – it’s the new normal.

CX 149

CX Retail Social Media Artificial Intelligence 149

Aquire

JANUARY 18, 2022

The rules of the game are changing, and it’s only the companies who are able to pick up on and respond to these trends that will stay competitive in 2022 and beyond. Live chat , video calling , and even social media engagement can allow sales associates to guide shoppers through the buying process. Social selling.

Omnichannel 98

Omnichannel Social Media Retail Sales 98

Aquire

MAY 24, 2021

The need for a flexible, digital approach is noticeable in the increased use of social media. As such, social media often acts as the first line of defense. Many airlines have pivoted to social media channels such as Twitter and Facebook as one of the primary methods of customer service.

Customer Service 105

Customer Service Social Media Net Promoter Score Transportation 105

Fonolo

OCTOBER 19, 2023

80/20 also doesn’t speak to the newer customer service channels on offer today including online chat, SMS, and social media. Call-Backs: A Game-Changer for SLAs Whatever SLAs you set for your contact center, you should include call-backs in your strategy. No one wants that. And don’t forget your call-backs!

Contact Center 81

Contact Center Social Media Construction AI 81

Win the Customer

DECEMBER 12, 2023

Enter generative AI—a game-changer in revolutionizing customer experience across omnichannel environments. Understanding Omnichannel Challenges The complexity of modern customer experience lies in the multitude of platforms customers use to interact with brands. Are you ready to embark on this journey?

Omnichannel 69

Omnichannel AI Social Media Machine Learning 69

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Make your tool a playground and explain the rules of the game. It's simple.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Aquire

SEPTEMBER 18, 2021

Ask yourself: how can your customer experience strategy help you achieve your long-term goals? What gaps exist between customer expectation and actual experiences? Where do we stand now in terms of customer experience? Start from there and ask: what do we need to make sure customers go through this stage seamlessly?

Customer Experience 98

Customer Experience Social Media Omnichannel AI 98

Comm100

NOVEMBER 14, 2017

This week, EA made a splash on Reddit by posting what would become the least popular comment in the site’s history —with over 680,000 users downvoting EA’s reply to a Reddit thread about the role of microtransactions in the upcoming video game Star Wars Battlefront 2. Don’t Make Customers Grind To Get Core Functionality.

Social Media 61

Social Media Gaming Customer Experience Contact Center 61

Zendesk

DECEMBER 8, 2021

Loyal customers can help generate revenue for years to come—not only through their own purchases but also by becoming a brand ambassador and recommending your products or services to others via word of mouth, reviews, or social media. Good customer service is among the main reasons people decide to do business with you.

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

CommBox

MAY 18, 2022

You can automatically use omnichannel communication solutions like CommBox to collect feedback from multiple customers at once, no matter the channel they are talking through. . Also, aim to exceed customer expectations. This will encourage customer loyalty in the future. Furthermore, engage with your audience regularly.

Social Media 98

Social Media Omnichannel Customer Loyalty Customer Service 98

Zendesk

MAY 26, 2021

The goal of customer service is to foster better customer relationships. How has customer service changed? For example, businesses with the highest customer satisfaction scores interact with customers over messaging channels (think: WhatsApp and Facebook Messenger) because customers expect convenience.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Comm100

FEBRUARY 6, 2023

One of the best ways to ensure you stay in business and keep your CX game sharp is to follow trends. And this is because of two main reasons: You will know what customers want and address their needs. Customers typically engage with your brand on different touchpoints. Doing this sends a message that you value your customer.

Customer Experience 98

Customer Experience Omnichannel Social Media Touchpoint 98

Zendesk

DECEMBER 6, 2021

There are some general trends that offer clues—for example, customer expectations keep rising. Customers have become much more critical of everything, whether it’s product quality, delivery, or customer service. Dissatisfaction because of expectations. Customer expectations aren’t only informed by your marketing.

Customer Satisfaction 118

Customer Satisfaction Social Media Customer Expectations Customer Service 118

Win the Customer

AUGUST 8, 2023

Artificial Intelligence (AI) can be a transformative tool for businesses to collect, analyze, and act upon customer feedback in real-time, leading to continuous improvement in customer experience. In today’s hyper-competitive business landscape, understanding and meeting customer expectations is paramount for success.

Customer Feedback 52

Customer Feedback Sentiment Analysis AI Artificial Intelligence 52

InteractionMetrics

FEBRUARY 20, 2025

And when you have an actual score instead of a gamed score, you can make decisions based on facts. Close the Loop Quickly Speed matters when addressing customer feedback. Whether a customer is thrilled or disappointed, responding quickly makes all the difference. Leverage social media surveys.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Fonolo

DECEMBER 2, 2015

If your business isn’t already using social media to communicate, there’s no better time than the present. The 2017 National Customer Rage Study found that more than a third of customers use social networks to complain. Provide a seamless customer experience. Open up new channels of communication.

Social Media 70

Social Media Contact Center Customer Expectations CX 70

Comm100

MARCH 21, 2023

Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so.

Customer Service 94

Customer Service Omnichannel Customer Satisfaction Social Media 94

SurveySensum

JANUARY 16, 2025

But, lets not get ahead of the game and explore each tool to see how they differ from each other and which one aligns the best with your CX goals and needs. What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Comm100

JANUARY 13, 2022

The CX playing field has changed considerably for customer service teams in the past 5 years – but this hasn’t been driven by the organizations themselves. Instead, consumer expectation has pulled and pushed brands to raise their customer service game in order to match the experience they receive from other industries.

Omnichannel 94

Omnichannel Customer Experience Social Media CX 94

Zendesk

FEBRUARY 16, 2021

Businesses had to up their game. Flexible and personalized digital customer experiences became more important than ever before. According to Zendesk’s Customer Experience (CX) Trends Report 2021 , 65 percent of customers want to buy from companies that offer quick and easy online transactions. Manufacturing. New trends.

E-commerce 76

E-commerce Entertainment Healthcare Manufacturing 76

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Zendesk

JUNE 30, 2022

They’re also all contributors toward increasing a customer’s lifetime value with your company—and value is the name of the post-sales game. 10 after-sales activities that increase customer lifetime value. How you treat customers after a sale is crucial for building loyalty and trust. Customers expect immediate results.

Sales 98

Sales Non-Profits Social Media Customer Retention 98

Hodusoft

MARCH 6, 2024

According to a report by Microsoft 95% of consumers consider customer service crucial for brand loyalty. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option. Taking proactive steps in anticipating and responding to customer concerns becomes crucial.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Steven Van Belleghem

DECEMBER 6, 2021

In the former social media era (Web 2.0) Many managers have solely relied on surveys to gain insights about how well they are meeting customer expectations. Aggregating and centralizing all sources of Voice of Customer (VoC) feedback (i.e. social media, ratings and reviews, website LIVE chat, focus groups, etc.)

CX 123

CX Customer Experience Non-Profits Social Media 123

Zendesk

APRIL 3, 2023

What is retail customer engagement? Retail customer engagement is all the ways a brand interacts with its customers across digital and physical channels. This includes in-store, ecommerce websites, social media, advertising, the metaverse, email, live chat, phone support, and more.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

SurveySensum

DECEMBER 21, 2023

You see, around 54% of people like you check out a brand or product on social media. But, how to avoid bad reviews and leverage social media as a robust customer feedback tool to create a great online presence for your brand? But have you ever thought about why negative reviews happen on social media?

Social Media 52

Social Media Social Listening Customer Satisfaction Customer Feedback 52