InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. A staggering 94% of consumers avoid a business due to negative reviews.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. A staggering 94% of consumers avoid a business due to negative reviews.

Tips 195

Tips Management Social Media Hotels 195

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Here are nine tips on how to offer the most effective customer service on social media. Here are nine tips on how to offer the most effective customer service on social media. Train Support Teams and Delegate Social Channels.

Social Media 113

Social Media Tips Customer Service Customer Service Representative 113

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Internet Social Media: 72%. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. However, when it comes to industry, CSAT varies. .

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Experience Investigators by 360Connext

JANUARY 8, 2018

Look for trends in social media. Airlines have long practiced “re-accommodating” ticketed passengers. Brands love to discuss how their great new logo or impressive mobile app will enhance the customer experience. Here are a few ideas: 1. It may not be a HUGE deal yet, but it could become one later. Little things matter.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

C3Centricity

AUGUST 17, 2020

This is no longer possible as customers are sharing their experiences of companies and brands far more than just six months ago. According to the latest global statistics, social media usage saw an increase of 21 per cent, and news consumption has risen by 36 per cent. Marketers are too busy building brands.

Strategy 293

Strategy Customer Centricity Social Media Analysis 293

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 91

Social Media Self Service Customer Service Marketing 91

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. The answer and best strategies are backed by science and decades of social behavior. The problem, however, is those efforts are wasted if the new connections don’t stick.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Brandwatch CX

JANUARY 30, 2019

We use social media as an outlet to vent our frustrations. We use social media to research brands and get suggestions before we purchase products. We reach out to brands on social media, and expect them to respond to us. But which brands are truly making the most of social media?

Brands 95

Brands Customer Experience Social Media Airlines 95

GetFeedback

NOVEMBER 20, 2018

Think for a moment about all the companies you didn’t do business with because you heard complaints about them from a friend or on social media. . And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. Customer satisfaction: the brand maintenance metric.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

Experience Investigators by 360Connext

DECEMBER 11, 2014

Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! According to the NPD Group, nearly half of those who described themselves as highly loyal to a brand were no longer loyal a year later. And when there is no mission around what to deliver, employees are left to make it up as they go.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

MAY 23, 2019

As a young model, Kloss used social media to share “behind the scenes” life at runway shows. Kloss made the argument about representing herself as she was – a young person using social media to build a fanbase – plus who her fans were. .”

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

Beyond Philosophy

FEBRUARY 17, 2020

Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. Now, brands do this all the time, but the direct response was not the norm back then.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. A branded, customized Help Center. Integrates downloadable resources and rich media content.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Russel Lolacher

JUNE 7, 2021

One of the biggest mistakes I’ve seen organizations do on social media, is treating it like it’s not SOCIAL media. For example, I recently tried to engage with the twitter account of the Canadian arm of an international airline. Defining Social Media. So I tried that too. No response.

Social Media 75

Social Media Video Customer Relationship Management Engagement 75

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. More and more people are learning about different places through these different apps and social media platforms.

Airlines 81

Airlines Travel Hotels Social Media 81

Customers Rock!

MARCH 30, 2010

The radio program is really an extension of this blog; you get to hear my voice as part of an hour-long conversation around the topics we all know and love here: customer experience, customer service, loyalty, marketing, and social media. Customers have changed, and customer expectations have greatly changed!

Social Media 169

Social Media Airlines Guidelines Customers 169

NetBase

MAY 9, 2019

Though Social Media Analytics has been a common business tool for nearly a decade now, various aspects still feel mysterious and confusing to those who haven’t followed its progression. What Is Social Media Monitoring? <Currently What Is Social Campaign Analysis? What Is Social Sentiment Analysis?

Social Media 62

Social Media Analytics Airlines Analysis 62

C3Centricity

APRIL 17, 2018

This may be true for an airline, where the client is primarily basing their opinion on the service on board and the “niceness” of the crew. After all, every airline will get you from A to B. to your brand, based upon their own personal experiences, at least in most cases. marketing #brand Click To Tweet.

Strategy 248

Strategy Customer Centricity Innovation Airlines 248

C3Centricity

OCTOBER 7, 2020

” In other words, people are always searching for ways to reduce their stress that is caused by cognitive dissonance when shopping and selecting brands. 2 Focus on Brand Commitment. In the book Spreading the Word , Tom Brown defined brand commitment as: “An enduring desire to maintain a relationship with a specific entity.”.

Marketing 207

Marketing NPS Net Promoter Score Effort Score 207

NetBase

JULY 15, 2020

Social Media Analytics has been a common business tool for a good bit of time now, yet various aspects still feel mysterious and confusing. And this can be dangerous when brands are approached by providers pretending to be something they’re not ! How does social media monitoring work? How can I learn more?

Social Media 52

Social Media Brands Analytics Airlines 52

InMoment XI

NOVEMBER 20, 2023

It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape. With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

NetBase

JULY 22, 2019

Social Media Analytics , powered by Next Generation AI , comprises several techniques and tools. When combined, they provide a thorough understanding of your place in the social landscape, as well as the audiences you most want to target. Social Media Analytics Strategizing Starts Here. Updated July 2019.

Social Media 61

Social Media Analytics How To Entertainment 61

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.

Social Media 124

Social Media Airlines Analytics Leadership 124

NICE inContact

MARCH 18, 2019

When it comes to growing their business, these organizations are betting that customer experience is more important than product or branding. Consider these companies who have risen to become successful because of loyal customers: Southwest Airlines, LaCroix Sparkling Water, In-N-Out, Trader Joe’s, Dollar Shave Club, Zappos, and more.

Call Center 149

Call Center Contact Center Airlines Social Media 149

NICE inContact

MAY 10, 2019

Lastly, proactive engagement on various social platforms (Instagram, Facebook, YouTube, Twitter, LinkedIn) helped Swedish Rail become one of the highest growth travel brands on social media in Sweden, outperforming both Scandinavian Airlines (SAS and Ving) as well as Silja Line, a Finnish cruise and ferry line.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

NICE inContact

OCTOBER 4, 2019

Deciding which conversations are most important, and thus should be handled with priority, is not so straightforward, particularly on social media. Such prioritization, or “social influence”, can and should be calculated systematically and interpreted at scale.

Airlines 138

Airlines Social Media Travel Metrics 138

Customer Bliss

APRIL 20, 2017

It’s a blog post explaining one angle I think is under-discussed, which is the impact on employees of a brand when an incident like this occurs. For many reasons — among them how they are presented in social media — we think about issues like the United incident primarily with respect to the impact to customers of the brand.

Social Media 129

Social Media Airlines Leadership Financial 129

Experience Investigators by 360Connext

APRIL 28, 2017

Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer. Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

Myra Golden

FEBRUARY 16, 2018

You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media. In the first sentence of a letter, an airline said to customers, “We are sorry and embarrassed. Doing these things helps you write texts, chats, social media posts and emails that regain customer goodwill.

Social Media 61

Social Media Airlines Software Interaction 61

Vonage

AUGUST 11, 2015

Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! As far as customers are concerned, it’s often much easier to pick up the phone and speak to someone than it is to track a brand down on social media.

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

NetBase

MARCH 9, 2020

Obwohl Social Media Analytics seit nunmehr zehn Jahren ein gängiges Business-Tool ist, sind für diejenigen, die seinen Fortschritt nicht verfolgten, verschiedene Aspekte weiterhin geheimnisvoll und verwirrend. WAS IST SOCIAL MEDIA MONITORING? KI-GESTEUERTE NEXT GENERATION SOCIAL ANALYTICS .

Social Media 52

Social Media Analytics Airlines Tools 52

Experience Investigators by 360Connext

JANUARY 21, 2015

Understanding the customer journey end-to-end helps brands innovate around the experience. Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

NetBase

AUGUST 5, 2020

Airlines, cruise ships and resorts are examining how to re-open and provide the safest experiences for consumers, by addressing their biggest concerns. And these insights offer intel brands should keep to-of-mind: Airport traffic has dropped as much as 92%. And, as a result, they’ve upped their social media monitoring game!

Travel 98

Travel Industry Social Media Hotels 98

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Ways a brand has thanked you as a customer.

How To 143

How To Airlines Social Media Tips 143

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Ways a brand has thanked you as a customer.

How To 143

How To Airlines Social Media Tips 143