GetFeedback

NOVEMBER 20, 2019

But one sometimes overlooked method of collecting feedback is by meeting your customers where they are— distributing surveys through social media. . Why social media is a gold mine of customer feedback. billion people use social media. . And of those 2.82 billion people, many are your customers. .

Social Media 284

Social Media Feedback Chatbots Survey 284

ECXO

NOVEMBER 19, 2024

Application in CX : • Customer Data Platforms (CDPs) : Use CDPs to gather and analyze customer data from various touchpoints (social media, website visits, purchase history). Personalize product recommendations, articles, or offers based on the customer’s past interactions.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

NOVEMBER 3, 2024

This article explores ten practical strategies for B2B companies to move beyond rigid, cookie-cutter frameworks, offering a pathway toward a more personalized, authentic, and impactful CX approach that leverages a company’s unique strengths and the power of cultural innovation.

B2B 514

B2B Culture Innovation Loyalty 514

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.”

Customer Service 79

Customer Service Social Media B2B Chatbots 79

eglobalis

FEBRUARY 3, 2025

This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments. Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. As mentioned in this old article I wrote. If you enjoyed the article, feel free to share it and connect with me here or follow me on LinkedIn.

B2B 418

B2B Loyalty Loyalty Programs Innovation 418

InMoment XI

OCTOBER 25, 2024

They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business.

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. This can happen through social media, forums, or events. Other companies monitor social media behavior or churn rate.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Experience Investigators by 360Connext

DECEMBER 3, 2024

He’s written hundreds of articles on content strategy, SEO, GA4, AI and visitor psychology. He’s also the author of Content Chemistry: The Illustrated Handbook for Content Marketing.

Handbook 143

Handbook Social Media Retail Trends 143

ShepHyken

FEBRUARY 23, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My friend and fellow CX expert, Dan Gingiss, wrote this article for his weekly blog, which summarizes why customers love certain brands.

Customer Service 79

Customer Service Social Media B2C B2B 79

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. For example, if you want to target younger members, a good practice would be to enhance your social media presence. As a result, their success relies on the trust their members place in them.

Management 195

Management Social Media Financial Banking 195

BirdEye

MARCH 28, 2025

In 2025, real estate social media marketing is no longer optionalit’s essential. With more potential buyers scrolling through social media platforms than ever, real estate agents and businesses must establish a strong social media presence to capture attention, build relationships, and generate leads.

Social Media 52

Social Media Marketing How To Video 52

ShepHyken

DECEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Were winding down the year, and I cant think of a better article to read to prepare for 2025. Cheers to an incredible year ahead!

Customer Service 76

Customer Service Self Service Social Media Contact Center 76

eglobalis

JULY 31, 2024

This article delves into the top ten MarTech solutions, that significantly improve CX outcomes. Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

ECXO

AUGUST 12, 2024

This article explores the top MarTech solutions that are revolutionizing CX, the challenges the industry faces, and how these technologies are being leveraged across different global markets to drive B2B success. Become a member now: [link] Key MarTech Solutions Enhancing CX Created by DALL-E with all rights reserved to ECXO.org.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

Experience Investigators by 360Connext

MARCH 11, 2025

” Healthcare professionals perform life-saving, transformative work every day, often in difficult circumstances. He holds dual master’s degrees in Health Services Administration and Business Administration from Xavier University and a Bachelor of Arts in Psychology from Wittenberg University.

Healthcare 143

Healthcare Social Media Culture Groups 143

ShepHyken

DECEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This is an excellent article that breaks down reasons why it’s important, different types of journey maps you should consider, and much more.

Customer Journeys 76

Customer Journeys Customer Service Trends Social Media 76

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This excellent article/interview will give you even more insight into the importance and power of integrating the two.

Customer Service 73

Customer Service Self Service Connections Social Media 73

ECXO

OCTOBER 30, 2024

Leaving aside the part of machines controlling humanity (at least for now…), the illusion of reality is a common topic in psychology, philosophy, and even science (Quantum Physics), which I have briefly explored in past articles (and will for sure discuss again in future ones). To combat this, businesses need to simplify the customer journey.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Retently

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. In this article, we’ll walk you through the most effective, data-driven ecommerce growth strategies that are helping brands of all sizes crush their goals. For instance, if your social media ads perform better than email campaigns, double down on social.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

BirdEye

NOVEMBER 18, 2024

” These social media mantras sound simple, but the reality is that you’re spending countless hours staring at blank screens, struggling to create fresh content for multiple platforms. What if you could create a month’s worth of relevant posts in just a few hours while increasing your social media engagement rates?

Social Media 52

Social Media How To Guidelines Trends 52

Experience Investigators by 360Connext

OCTOBER 5, 2021

Creating a journey map is a helpful way to share and socialize what you learn here. Related: [Article] An Introduction to Customer Journey Storyboarding. Keep your finger on the pulse of social media, user reviews, and customer questions. But it’s not the only way.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

ECXO

OCTOBER 14, 2024

Customer Engagement and Interaction Social Media and Online Reviews: Monitor what customers are saying about your brand on social media and online review platforms. This way you have a higher chance of picking up the real emotions evoked during that specific experience. Follow me or connect on LinkedIn : Joao Pereira.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Pay attention to social media. And finally, ,, Chiedza astutely reminds us that we can learn a lot from customers by “going over their comments on our social media posts.”

Survey 345

Survey Social Media Contact Center Call Recording 345

InMoment XI

DECEMBER 22, 2022

This article is designed to give you InMoment’s take on what voice of customer examples look like. This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! Step #3: Understand Your Customer Data. The result?

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be. It’s simple.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

DCX

DECEMBER 24, 2024

This year’s most-read articles were about us —our struggles, our wins, and the moments where we dared to get real about what it means to create meaningful experiences for customers. As we revisit the top 10 articles of the year, I hope they remind you of how far we’ve come and inspire you for what’s ahead.

Course 52

Course Social Media Roadmap Leadership 52

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

eglobalis

DECEMBER 4, 2024

This perspective seemed disconnected from the nature of constructive debate and the dynamics of social media, where differing viewpoints should foster growth rather than defensiveness. The idea that CX is becoming obsolete fundamentally misunderstands its role as a cornerstone of how businesses create, sustain, and enhance value.

B2B 414

B2B Culture Government Innovation 414

InMoment XI

MARCH 21, 2022

And to save you some time, we’ve taken those and compiled them into this quick article. At the end of the day, you need a single platform that can combine direct survey data from customers, but also indirect data (like social media reviews), and inferred data (like contact centre chat logs). Let’s dive in!

Brands 397

Brands Roadmap Strategy Social Media 397

InMoment XI

JANUARY 12, 2023

Expanding your data repertoire to such sources as purchasing data, location-tracking data, web searches, social media, and online reviews is a must. You can find all of that and more by clicking here and reading my latest point of view article on customer lifetime value.

Social Media 397

Social Media Tips Customers Customer Retention 397

eglobalis

AUGUST 19, 2024

This article delves into the primary frustrations with NPS, explores alternative metrics, and examines why NPS is better suited for transactional evaluations. Continuing from my article first phrase, ‘We’re not here to drive the final nail into the coffin of NPS’ in this article.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

GetFeedback

FEBRUARY 15, 2019

It’s also extremely important to monitor the social media conversation around your company. A resolution system may also be a good customer support tool which they can access when needed, such as live chat platforms, dedicated social media support, and traditional feedback forms.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

InMoment XI

NOVEMBER 13, 2024

This can include CRM data, social media, call center logs, service requests, and chat messages. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. How to Choose Churn Prediction Software?

Customer Retention 195

Customer Retention How To Analysis ROI 195

GetFeedback

JANUARY 19, 2020

Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Winning CX initiatives use text and social media at least 80% of the time, compared to half of those in a Developing stage. Posts and comments on social media. Customer service agent notes and messages.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

ECXO

APRIL 10, 2024

This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations. Social Media Listening: Monitor social media platforms to understand the emotions expressed by customers in real time. How can you utilize this knowledge to enhance customer experience (CX)?

Connections 334

Connections Customer Experience Social Media Analysis 334