Join our social media and CX experts as they explain how social customer service tools can help brands provide winning digital customer experiences. They’ll discuss how to manage that experience across multiple social touch points, leverage evolving social customer service tools and platforms to deliver long-term value and act on real-time customer insights to drive social ROI.
https://marketingland.com/customer-experience-age-social-media-228554/
Using social media to deliver great customer service is no longer an option — it’s a must. Twitter reports that customer service interactions on social have jumped 250 percent in the past two years. Two-thirds of consumers are already using Twitter or Facebook for customer service. By 2020, Gartner predicts that 90 percent of brands will rely on social media in some capacity to manage their customer experience (CX) efforts.
https://marketingland.com/reminder-customer-experience-age-social-media-228945/
When people think of customer experience, they often think about a moment in time. But customer experience actually encompasses all of the moments in which a person engages with a company.
A simple yet effective definition of customer experience is that it is “how customers feel about every single interaction with a brand.” Besides from being appropriately all-encompassing, this definition also singles out customer emotion by noting that it is how they “feel” about doing business with a company.
https://www.forbes.com/sites/dangingiss/2018/02/28/how-to-identify-the-customer-experiences-that-will-get-amplified-in-social-media/#55821b05d4a2/
So, what can brands do to fix the customer experience and prevent customers from going to a competitor? The answer is probably much simpler than you think: Take the intimacy, connectivity and conversational experience from the in-person/offline world and inject it into the digital world.
http://www.adweek.com/digital/social-media-is-not-a-customer-experience-solution/
With the explosion of social media feedback tools, there are now countless ways your customers can rate you what happened during their experience and how they feel about your organization, products and services.
Customer feedback is not a new concept. It is now much easier for the everyday customer to applaud your efforts – or voice their concerns – of your organization. The tools we use today are different and more democratized.
So here’s the question: what is your organization doing with that real-time customer feedback? And, more consciously, are you using those ideas, thoughts and suggestions to strengthen their experience with your organization? Are you using your customer’s feedback to spark innovation within your organization?
Here are five actionable items that can help you start using customer feedback to drive performance and innovation for your organization.
http://www.jbsa.mil/News/News/Article/1482219/five-ways-to-use-feedback-to-strengthen-your-customers-experience/
Dealing with complainers and haters in social media can, of course, be tricky. What you need is a framework for how to do it right.
https://www.entrepreneur.com/article/273748/
People access the internet on mobile devices more often than desktop computers, and that trend started years ago. It's also been well over a year since "mobilegeddon," when Google updated its algorithms to penalize websites without mobile counterparts.
With so many websites shifting to responsive design, consumers now turn to the mobile web and apps to address online shopping needs. Early adopters make purchases directly from their smartphones. Others use mobile devices to quickly look up items, consume product-specific content and discuss options with peers -- any time, anywhere.
https://www.entrepreneur.com/article/281269/
Widespread digital disruption has compelled companies in the home improvement category to think critically about their future and the competitive advantages that will propel them to success. Increasingly, that advantage is delivered through the customer experience.
https://www.bizjournals.com/atlanta/news/2018/05/01/the-customer-experience-revolution-hits-home-with.html/
The scandal surrounding Facebook's use of personal data has given us a glimpse into the future of marketing and customer experience management.
https://www.mycustomer.com/experience/loyalty/what-the-facebook-scandal-taught-us-about-the-future-of-customer-engagement/
Once upon a time, brands purchased advertisements which effectively influenced prospective buyers. In those days, consumers were at the mercy of advertising claims made across traditional outlets (e.g., network television, radio, newspapers, and magazines).
http://www.customerexperienceupdate.com/customer-experience/?open-article-id=8164561&article-title=social-media-influencers-and-your-customer-experience&blog-domain=josephmichelli.com&blog-title=michelli-experience/
