ECXO

AUGUST 12, 2024

Similarly, in regions like Latin America (LATAM), North America (NAM), and Europe, the Middle East, and Africa (EMEA), tailored MarTech strategies are proving essential for elevating CX in line with distinct market dynamics and customer expectations. The ECXO is an open access CX Professional Business Network.

Customer Experience 355

Customer Experience Predictive Analytics Social Media Machine Learning 355

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 328

Customer Experience Social Media Predictive Analytics AI 328

BeyondPhilosophy

OCTOBER 3, 2024

Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them. When forming expectations, we often draw from adjacent or similar experiences. If you are lucky, you are better than what they expected.

Customer Expectations 59

Customer Expectations E-commerce Social Media Artificial Intelligence 59

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 145

Social Media Customer Service Social Listening Start-ups 145

Comm100

APRIL 30, 2021

Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of most of our daily lives. But while it’s crucial to offer customer service on your social media platforms, venturing into this space can be a minefield.

Social Media 52

Social Media Customer Service Start-ups Omnichannel 52

Fonolo

MAY 11, 2021

With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. This is why setting and managing customer expectations and their perceptions is key. What is customer expectation?

Customer Expectations 108

Customer Expectations Social Media Education Customer Service 108

Zendesk

JUNE 17, 2021

Customer expectations have shifted considerably over the past year. What are customer expectations? What are examples of customer expectations? How have customer expectations changed? 5 tips to meet and exceed customer expectations. What are customer expectations?

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

ECXO

AUGUST 21, 2024

Successful customer experience organizations excel because they listen to their customers, understand their needs, and act accordingly. They learn from feedback, adapt, and continually improve their services to meet and exceed customer expectations. 2. Empathize: Put yourself in the customer’s shoes.

CX 156

CX Social Media Predictive Analytics Net Promoter Score 156

Comm100

JULY 20, 2020

While many brands have implemented chatbots through live chat, it’s now becoming increasingly popular and easy to do so on social media too. First Things First, Why is it Important to Optimize Your Social Media Presence? Luckily, social media can work in your favor. Let’s take a look how!

Social Media 53

Social Media Start-ups AI Finance 53

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 372

Customer Experience Net Promoter Score VOC Government 372

Return Customer

JUNE 15, 2016

Social media customers have increasingly demanding expectations. About 95 percent of millennials expect brands to have a Facebook presence, and over 80 percent expect brands to be on Twitter, HubSpot research found. Here are some strategies for providing effective 24/7 social media customer service.

Social Media 75

Social Media Customer Service Start-ups Customer Expectations 75

Bill Quiseng

OCTOBER 9, 2024

And when you CARE, each customer feels respected, appreciated, and valued. They are WOWED and happy, intent on returning repeatedly, spending more money, and raving to others on social media. QUI TAKEAWAY: Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

ECXO

APRIL 10, 2024

In the context of customer experience, ‘tunneling’ could represent the ability of a business to reach customers in unexpected ways or overcome potential barriers to customer satisfaction. This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations.

CX 325

CX Customer Experience Social Media Sentiment Analysis 325

Win the Customer

JUNE 18, 2015

Too often social interactions simply fail to live up to customer expectations. Extending the ability to deliver customer service across social channels is a strategic opportunity that more and more organizations are turning to, but some key fundamental challenges must be overcome […].

Social Media 141

Social Media Customer Service Customer Expectations Customer Experience 141

Hodusoft

JANUARY 17, 2021

Still, it helps to find out if your business has adopted the right approach to live up to customer expectations when they approach you for customer services. You can maintain records of interactions and improve customers’ experiences by the use of contact center software. So, what do customers expect from a business?

Customer Expectations 90

Customer Expectations Contact Center Social Media Customer Service 90

Uplifting Service

JUNE 19, 2023

That’s because customer expectations are always changing. And to meet and exceed them, your service must keep improving, evolving, and adding additional value for your customers, employees, and the communities in which you work. We want the customer to be an advocate. And that’s really where we are today.

Customer Expectations 40

Customer Expectations Social Media Innovation Customer Satisfaction 40

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 49

Social Media Customer Service Start-ups Omnichannel 49

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 63

Social Media Customer Service Start-ups Legal 63

Hodusoft

MAY 21, 2019

Call centers need to adapt to changing trends to delight customers. Social media has emerged as one of the largest and the most powerful channels of communication as well as interaction. Social media integration in contact center software can help drive better experience. Customers expect fast action.

Social Media 40

Social Media Contact Center Customer Experience Omnichannel 40

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 369

Customer Experience Net Promoter Score VOC Government 369

Win the Customer

JUNE 7, 2016

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. Your customers expect it.

Customer Expectations 90

Customer Expectations Social Media Engineering Sales 90

ECXO

OCTOBER 30, 2024

This could be achieved through platforms that encourage user-generated content, forums for discussion, or social media engagement. By fostering a community, businesses can turn customers into brand advocates, who not only return for future purchases but also promote the brand to others.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

Return Customer

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Mobile Friendliness.

Customer Expectations 93

Customer Expectations Social Media Retail Contact Center 93

Comm100

OCTOBER 27, 2016

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. They include: Your communication to the customer.

Customer Expectations 65

Customer Expectations Social Media Customer Service Customer Loyalty 65

Customer Think

JULY 7, 2023

In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices. By actively listening to customers, organizations can meet customer expectations, drive loyalty, […]

Social Media 106

Social Media Customer Feedback Customer Expectations Customer Experience 106

ECXO

NOVEMBER 11, 2024

Understanding the Customer Journey The modern B2B customer journey is complex, often involving multiple touchpoints and stakeholders. Customers expect seamless interactions and timely solutions. The needs of B2B customers can shift rapidly, and your distribution channels should be able to pivot accordingly.

Customer Loyalty 325

Customer Loyalty B2B Sales Customer Satisfaction 325

eglobalis

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 373

NPS Customer Feedback Net Promoter Score B2C 373

ECXO

JULY 1, 2024

Here are some elements to consider: Observation of Societal Symbols and Narratives: Companies can study popular culture, literature, films, art, and even social media trends to identify prevailing symbols and narratives. This sense of identity and belonging can greatly enhance the customer experience.

Customer Experience 347

Customer Experience Social Media Gaming Innovation 347

CommBox

JUNE 30, 2024

Adopting a customer obsession approach places your customers at the heart of every strategy, decision, and action of your business and offers your customers numerous benefits. Continually exceeding customer expectations can nurture loyalty, drive growth, and enhance their reputation.

E-commerce 52

E-commerce AI Social Media Touchpoint 52

Callminer

FEBRUARY 23, 2021

As the data privacy debate further develops worldwide and with consumers growing increasingly weary of data breaches, make sure you train your customer support team to understand why privacy matters in the eyes of regulators and consumers alike.” “While customer expectations might be rising, budgets are shrinking.

Technology 376

Technology Technology E-commerce Contact Center 376

Zonka Feedback

AUGUST 29, 2024

Social media erupts with complaints, and Apple’s reputation takes a hit. In a world where customer expectations are sky-high, ensuring your knowledge base is up to the task isn’t just important—it’s essential. Users are frustrated, struggling with a new camera feature that isn’t as intuitive as they hoped.

Social Media 52

Social Media CX Customer Expectations 52

Intercom, Inc.

AUGUST 13, 2020

Where once brands could control what was said of them, today’s customers are well-placed to talk back and to one another – on any platform. Nowhere is this shift in power from brands to customers more apparent than on the internet’s favorite public playground: social media. It’s now one of the most cost-effective.

Social Media 209

Social Media AI Sales B2B 209

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

C3Centricity

FEBRUARY 13, 2024

And customers expect businesses to be constantly adapting and preparing for their future needs. Indeed, a survey by Salesforce reported that 76% of consumers expect companies to understand their needs and expectations. The Custometrs’ Need for Continuous Improvement The only constant in business today is change!

Social Media 114

Social Media Customer Feedback Innovation Customer Satisfaction 114

Helpt

APRIL 23, 2024

Will they be your hero, solving your problem in minutes and leaving you singing their praises on social media? Frontline support staff are the human connection that can turn a frustrated customer into a loyal brand advocate. Exceptional customer service is THE differentiator. A high standard indeed.

Social Media 98

Social Media Customer Satisfaction Start-ups Customer Expectations 98

Execs In The Know

JUNE 25, 2024

John Sorenson : Organizations should actively and intentionally seek customer feedback through multiple channels, including direct surveys, in-app surveys, post-purchase surveys, mobile and web app surveys, and social media. This comprehensive approach ensures a wide range of customer insights are captured.

Customer Feedback 59

Customer Feedback Social Media CX Contact Center 59

ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

AI 197

AI Customer Service Sentiment Analysis Predictive Analytics 197