InMoment XI

SEPTEMBER 25, 2024

Sentiment Analysis : Businesses use NLP to analyze customer feedback, reviews, and social media conversations to determine customer sentiment toward their products, services, or brands. Market Intelligence : NLP can analyze many news articles, blog posts, and social media posts. million global participants.

Data 195

Data Social Media Net Promoter Score Analysis 195

CloudCherry

JANUARY 22, 2020

Moreover, they provide an analysis engine that can incorporate all kinds of data: survey results, social media posts, and linking operational data.” [3]. For example, customer service chat tools, social media interactions, and reviews on third-party websites are all sources of customer feedback. Works Cited.

How To 243

How To Social Media Analysis Feedback 243

Win the Customer

AUGUST 25, 2016

Social media has become a major tool for marketers. But even though most small businesses use social media, it doesn’t mean they’re using it effectively. For instance, only 45 percent of marketers think their Facebook strategy is effective, reports Social Media Examiner.

Social Media 52

Social Media Case Study Study Customer Engagement 52

Steve DiGioia

JUNE 20, 2016

Complaint after complaint is heard about today’s workforce; they are lazy, spend too much time on social media while on-the-job and they have no work ethic. Today’s employees; regardless of their social status, geographic makeup or millennial segmentation, face a vastly different work environment that those of 30-40 years ago.

Competitive Advantage 167

Competitive Advantage Employee Engagement Social Media Engagement 167

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. ” The Forrester report from which Shep quotes was from an ongoing analysis that has been run each year since 2010. These usually happen when an organisation does not adopt a customer first strategy.

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

NetBase

JANUARY 28, 2020

NetBase, the industry leader in social media analytics, announced today it will merge with Quid, a leader in AI driven text analytics. NetBase is the award-winning social analytics platform that global companies use to run brands, build businesses, and connect with consumers every second. Learn more at netbase.com. ABOUT QUID.

Social Media 124

Social Media Airlines Analytics Leadership 124

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. His expertise has been featured by The Economist, Social Media Today, Computerworld, BizTech Magazine, and is a frequent contributor to the Institute for Digital Transformation. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Brandwatch CX

JANUARY 7, 2019

Instagram launched on October 6, 2010. The first ever photo was posted by Kevin Systrom (@kevin) on Jul 16, 2010 (above). Outside China, almost 50% of Instagram users conduct product research on social media. 32% of US teens list Instagram as their most important social network, more than any other social network.

Social Media 112

Social Media Advertising Fashion Video 112

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z.

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z.

Contact Center 136

Contact Center Gamification Management Social Media 136

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

Vonage

MARCH 2, 2017

Now that social media has given consumers a public and increasingly powerful voice, brands are paying a hefty price. In social media, customer service has been something of an afterthought and is still very much in its infancy. Customer satisfaction in the UK is at its lowest level since July 2010.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. Social media and phone self-service interactions were the only areas that did not gain momentum. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Alida

OCTOBER 2, 2017

Bennett’s industry expertise includes serving as a key advisor to the Mayo Clinic Social Media Network before its formal inception in 2010. As president and CEO of Ed Bennett Consulting, he provides expert guidance to both hospitals and vendors to help them get the most out of digital technologies.

Self Service 100

Self Service Strategy Hospitality Social Media 100

Vonage

OCTOBER 2, 2017

With the rise of social media, businesses are no longer talking to one customer, they’re talking to a customer and their audience, and potentially their audience’s audience. The average customer has their own digital ecosystem or “ego system” of social media feeds. How can businesses adapt to consumer needs?

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Vonage

JULY 31, 2017

With the rise of social media, businesses are no longer talking to one customer, they’re talking to a customer and their audience, and potentially their audience’s audience. The average customer has their own digital ecosystem or “ego system” of social media feeds. How can businesses adapt to consumer needs?

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Customer Bliss

MAY 3, 2017

It’s one of the main reasons why we continue to see stories of service failures (and the resulting customer outrage that ensues) all over social media. Many companies hire, onboard, develop and manage service reps the same way they did 30 years ago. Customer satisfaction has been in a freefall for four years running.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Inbenta

NOVEMBER 13, 2017

The Inbenta Semantic Search Engine was first created in 2010 and was able to understand searcher intent and the contextual meaning behind customer’s searches rather than rely on keywords. Google added “personalized recognition” to Voice Search on its Android phones in 2010 as well as its Chrome browser in 2011.

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109

Comm100

JULY 11, 2019

The modern chatbot era began in 2010 with Apple’s Siri, and today they are more or less mainstream, with an Oracle report from 2016 stating that 80% of C-suite leaders and senior marketers have already implemented chatbots or plan to do so by 2020. A customer starts a conversation with you via chat, social media, messaging, email, wherever.

Contact Center 173

Contact Center Chatbots Effort Score Analytics 173

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. To cater to this, brands have to offer a range of digital channels to these customers, including live chat, email, social media and SMS. Others even further back in 2003. They simply want to use the channel that is most convenient to them at that moment.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

ReviewTrackers

APRIL 18, 2022

A practice commonly referred to as “review-gating” (or, much more casually, “cherry-picking” reviews), it’s normally done by sending customers a feedback or survey form — be it through email, SMS, landing pages, or social media. In fact, since 2010, the average review has gotten 12 percent more positive. stars out of 5.

Policies 132

Policies Guidelines Hotels Social Media 132

CSM Magazine

SEPTEMBER 21, 2020

Social Media Management and Monitoring. Today, having a social media presence is a must as it is the best way to reach new customers and set yourself apart from the competition. But how can you find enough time to manage all your social network accounts? Contract Management. Customer Relationship Management.

Software 97

Software Social Media Knowledge Base Financial 97

Retently

NOVEMBER 21, 2018

The idea was straightforward – Apple asked users to share photos they took with their iPhones on social media, using a designated hashtag. To do that, they started the Cisco Champions program , a community initiative that encouraged said advocates to talk about Cisco’s brand across their networks and social media channels.

Examples 111

Examples Company Strategy Marketing 111

BirdEye

NOVEMBER 23, 2022

After its founding in 2010, the app quickly became a place for people to promote their small business especially. Instagram is currently the third most popular social media channel, just after Facebook and Whatsapp. What is Instagram marketing? Many remember Instagram as a photo-sharing app. Paid Instagram content marketing.

Marketing 98

Marketing Social Media Advertising Video 98

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He has held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana – in customer experience, marketing, social media and customer service. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. To cater to this, brands have to offer a range of digital channels to these customers, including live chat, email, social media and SMS. Others even further back in 2003. They simply want to use the channel that is most convenient to them at that moment.

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

Thematic

JANUARY 16, 2025

Whether it’s reviews, emails, or social media posts, does it feel like you’re barely scratching the surface of what customers are truly saying? Imagine having a tool that transforms the endless flow of customer reviews, emails, and social media comments into actionable insights. What Is Text Analytics?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

NetBase

JUNE 4, 2020

In this channel exploration, we’ll share consumer and market intelligence around: Pinterest’s latest ecommerce offering and why other social sites -and ecommerce contenders, need to worry. Social media truly becoming a one stop shop for consumers. 55% of online shoppers made a purchase via social media.

Social Media 70

Social Media Ecommerce Retail Consumers 70

C3Centricity

NOVEMBER 15, 2015

Whereas in the past, disappointed customers may have told ten others, today it is estimated to be closer to ten million, thanks to social media! Also in 2010, another airline KLM, had staff members prepare gifts for a select few passengers who tweeted about their pending departure on a KLM flight at the airport.

e-support 120

e-support Brands Connections Infographics 120

ReviewTrackers

AUGUST 6, 2020

Alisa Meredith, Alisa Meredith and co-owner and chief strategist of Scalable Social Media : I would start with inbound and make sure to do the free content marketing course as well. The course aligned my mindset with how customers can and will use social media to communicate with a brand.

Course 114

Course Marketing Social Media Advertising 114

Brad Cleveland Blog

JULY 28, 2015

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. appeared first on Brad Cleveland.

Social Media 26

Social Media Airlines Interaction Multi-Channel 26

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He has held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana – in customer experience, marketing, social media and customer service. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

DECEMBER 5, 2017

Unlike their predecessors, who use the internet mainly to source information, the research found that 86 percent of Gen Z rely on the internet primarily for social media and entertainment, demonstrating a marked shift from “inform me” to “entertain me.” The Digital Experience Is The Human Experience. WPEngine.com.

Entertainment 40

Entertainment Social Media Study Online Experience 40

BirdEye

AUGUST 23, 2024

Instagram has introduced a feature that allows users to hide likes on their posts, giving them more control over their social media experience. A business might prioritize meaningful social media engagement interactions, comments, and shares over a high like count. ” the answer is yes!

Social Media 13

Social Media How To Metrics Measurement 13

Helen Dewdney

MARCH 27, 2017

Today’s guest post by Marcus Williamson looks at social media teams being unhelpful… Marcus Williamson is a journalist and consumer campaigner with a background in the Information Technology sector. When the social media team turns anti-social… Social media? What’s it about?

Social Media 21

Social Media Policies Connections Consumers 21

Brad Cleveland Blog

JULY 28, 2015

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. According to VentureBeat, they handle around 10,000 queries a day.

Social Media 29

Social Media Airlines Interaction Customer Service 29

NetBase

AUGUST 11, 2020

Recorded music revenues had flatlined in 2010 after ten years of steady decline. To that end, brand leaders use the power of next generation artificial intelligence (AI) to scour millions of articles and social media posts to ensure they’re picking up every piece of intel related to their industry.

Social Media 90

Social Media Consumers Trends Video 90