Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Twitter Customer Service gets pandemic-scale boost

FSIs top the list of Twitter's customer care giants

The report, entitled 'From AM to DM: Twitter customer care in a 24/7 World', concludes that a strong customer support strategy on Twitter is increasingly important for brands in every industry. It was based on an analysis of nearly half a billion Tweets from the past year and aimed to identify best practices for customer support via Twitter.

The report analyzed Tweets from brands in 11 different industries to identify the top performing brands practicing customer support on Twitter. To determine best practices, the analysis relied on a new measure for the quality of customer support on Twitter: The Sprinklr Care Score. This is a system for scoring and ranking brands based on seven weighted indicators of Twitter care performance, including response rate and volume of brand replies.

According to the report, the companies with high care scores demonstrate the following behaviors:

1. Go beyond expectations
   Top brands reply to 8 times more Tweets than typical brands on Twitter and receive 10x more mentions because customers know they will address their questions.
2. Respond quickly
   Top brands respond 3 times faster than other brands on Twitter. Airlines are most likely to deliver a swift response.
3. Take ownership of mistakes
   78% of retail brand handles that excel at customer support take ownership of customer problems in order to build trust.
4. Act human
   Brands that excel at personalized customer support have 6 times more followers than brands who are still developing their care practice.
5. Use a separate handle for care
   80% of financial services companies that excel at customer care offer a dedicated support account on Twitter. Brands that list hours in their Twitter bios have a Sprinklr Care Score that is nearly 50% higher than brands who don't.

According to Joe Rice, Lead Product Solutions Sales Manager for Twitter, "Brands have the opportunity to connect directly with their customers, but there's no singular answer for how brands should execute customer care on Twitter."

"Millions of people turn to Twitter every day to talk about what's happening and to interact with brands. Making these customers happier starts with making Twitter customer support a priority," concluded Ragy Thomas, CEO & Founder of Sprinklr.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)