Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. This is an easy question to answer, although one that’s best tackled in detail.

Social Media 155

Social Media NPS Net Promoter Score Marketing 155

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week.

Social Media 59

Social Media Tools Multi-Channel Guidelines 59

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

DECEMBER 13, 2021

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services.

Analytics 370

Analytics Data Marketing Customer Journeys 370

CX Accelerator

JUNE 8, 2020

That’s why ,, Schulbert Koleka , Business Manager at Standard Bank Malawi, recommends, “Initiate the conversation. 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

GetFeedback

JANUARY 19, 2020

The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Posts and comments on social media.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Relationships are like banks. That way, there’s always something in the bank for a withdrawal.”. Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It’s in the bank! However, there are conditions.

Banking 286

Banking Loyalty Culture Social Media 286

Comm100

MARCH 23, 2022

With such growth, partly driven by raised bank fees, comes great opportunity to expand membership. The reasons for choosing a credit union over a traditional bank are numerous, but one component that often stands out is community involvement. Adopt social media as a wider omnichannel strategy.

Chatbots 246

Chatbots Social Media Banking Omni-Channel 246

Customer Bliss

JANUARY 20, 2022

So it may be surprising that a bank that started in the late 1980s is leading the way in the UK. First Direct Bank began in October 1989 (a tough time to start a bank, right?) with one singular purpose in mind: to bash the rules of banking—especially those around convenience and getting help when you need it. out of 100).

Case Study 148

Case Study Banking Study Hospitality 148

Lumoa

OCTOBER 20, 2022

A Good CX Shows What Your Brand Is About. Another reason customer experience is so important is that it can help improve your brand’s perception. As a result, they’re more likely to become brand advocates who help promote your company through word-of-mouth marketing. Let’s look at banks.

Customer Experience 286

Customer Experience Banking Customer Retention Customer Satisfaction 286

ReviewTrackers

APRIL 20, 2021

Customer Acquisition: Banking Strategies. The ways that customers shop for banks and financial services providers have changed. So, therefore, have the methods and strategies for customer acquisition in banking. What does it take to acquire and keep new banking customers? 6 Banking Customer Acquisition Strategies.

Banking 123

Banking Social Media Infographics Rewards Programs 123

Vonage

NOVEMBER 10, 2016

The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the of Business. I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. Setting up a cloud call centre?

Customer Confidence 274

Customer Confidence Customer Service Contact Center Banking 274

Lumoa

DECEMBER 15, 2022

they could then write an informative blog post or create helpful social media content to attract more potential clients. These one-off surveys provide more comprehensive insights into how customers feel about their experience with a brand. Plus, look at how to create a VoC strategy from scratch in five simple steps.

Voice of Customer 221

Voice of Customer Analytics Social Media How To 221

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, then you understand that customers want convenience on their terms, not yours. We started to bank via drive through in 1946!

Ecommerce 282

Ecommerce Banking Loyalty Retail 282

eglobalis

JUNE 27, 2024

The discrepancy between what is promised and what is delivered can deeply impact brands negatively. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

GetFeedback

NOVEMBER 25, 2019

Banks: 81%. 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. Below is the complete list of the newest CSAT benchmarks.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Experience Investigators by 360Connext

JANUARY 8, 2018

Look for trends in social media. In one case, a banking client of mine realized the signs on their branch doors were outdated just by asking this question of branch managers. Brands love to discuss how their great new logo or impressive mobile app will enhance the customer experience. Here are a few ideas: 1.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

ReviewTrackers

MARCH 24, 2021

Bank Customer Retention: Why It Matters. This holds true for banks and financial services providers, too. That means the relationship does not become profitable for the bank until well into the second year. According to Kantar , banks that lead in the customer experience index have a recommendation rate that is 1.9

Customer Retention 123

Customer Retention Banking Customer Experience Strategy 123

Thematic

APRIL 3, 2025

Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful. Exponential growth in unstructured data (social media, emails, customer feedback). Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

Comm100

DECEMBER 2, 2021

Writing for Financial IT , Hans Tesselaar states that, “In 2022, banks will have to focus on overcoming the extensive use of legacy technology which prevents them from bringing new services to life.”. According to a recent survey, 50% of banking consumers want a seamless mix of physical and digital services during their buying journey.

Financial 246

Financial Trends Customer Experience Omni-Channel 246

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. But they still bring the customer’s perspective closer to the brand.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

ReviewTrackers

JANUARY 18, 2018

Online reviews are one of the most accurate indicators of customer experience for banks, insurance providers, and financial services organizations. Building consumer trust in banking and financial services. What they are overlooking are review sites such as Yelp, mobile app stores, and social media review pages.

Banking 17

Banking Financial Insurance Brands 17

Comm100

FEBRUARY 11, 2025

Think about the last time you had a frustrating customer experience; maybe a bank that put you on hold for an hour, or an airline website that somehow made it impossible to book a flight without a degree in cryptography. Now imagine that level of friction stretched across four (or more) years of a students life. The best part?

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

InMoment XI

SEPTEMBER 19, 2024

86% of customers agree that they would switch to a competitor after three or fewer negative experiences with a brand. 86% of customers agree that they would switch to a competitor after three or fewer negative experiences with a brand. It’s about the holistic experience, not just isolated steps.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

Lumoa

DECEMBER 19, 2023

Using NLP algorithms like RNNs and LSTMs , it analyzes vast textual data from social media and news to spot emerging topics and sentiment shifts. For example, companies can track brand mentions on X, formerly known as Twitter, to track public opinion and identify emerging trends.

Analysis 195

Analysis Social Media Trends Feedback 195

Very Best Service

FEBRUARY 8, 2025

In today's digital age, social media has become a pivotal platform for customer engagement and support. Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty.

Industry 52

Industry Customer Service Social Media Healthcare 52

Comm100

FEBRUARY 6, 2023

According to research compiled by CXINDEX , 86% of customers are willing to pay extra for a better customer experience, and 64% will recommend your brand if you offer an amazing experience. It requires that you digitize your banking services to be convenient, easy to use, personalized, and secure. A good CX is customer-centered.

Financial 243

Financial Trends Self Service Customer Experience 243

NICE inContact

DECEMBER 8, 2016

Millennials interact continuously with their mobile devices because it provides them access to just about everything they need including email, SMS, Social Media, banking, shopping, etc. If you haven’t already, explore adding live chat, SMS, and social media customer services channels for your contact center.

Contact Center 201

Contact Center Customer Experience Social Media Multi-Channel 201

Comm100

MARCH 9, 2022

Because of this poor financial literacy, credit unions may suffer from a consumer perception that they offer less services or are technologically inferior compared to banks. The research gathered by The Financial Brand shows just how far credit unions have to go when it comes to spreading public awareness.

Strategy 235

Strategy Omni-Channel e-support Financial 235

Experience Investigators by 360Connext

NOVEMBER 20, 2014

According to a Deutsche Bank report , during the last decade the SaaS category grew 11X in market cap value, and its share of the total software market capitalization grew from 2% to 14%. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Thematic

MARCH 20, 2025

Every day, customers leave a trail of feedback in online reviews, social media posts, and surveys. Text analytics helps companies detect recurring complaints, frustrations, and feature requests hidden in support tickets, app reviews, and social media comments. It’s not luck—it’s text analytics.

Analytics 62

Analytics Social Media Banking Analysis 62

ReviewTrackers

APRIL 7, 2021

Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. A great reputation can set a bank apart from its competitors. In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector.

Banking 94

Banking Management Social Media How To 94

ReviewTrackers

APRIL 12, 2019

Customer Acquisition: Banking Strategies. The ways that customers shop for banks and financial services providers have changed. So, therefore, have the methods and strategies for customer acquisition in banking. What does it take to acquire and keep new banking customers? 6 Banking Customer Acquisition Strategies.

Banking 92

Banking Social Media Infographics Rewards Programs 92

Experience Investigators by 360Connext

AUGUST 13, 2018

This means brands see us as a ping, a technical bounce from one channel to the next. “…brands see us as a ping, a technical bounce from one channel to the next.” To really get it right, you need to consider the ways a customer might come into contact with your brand, and the various entry points from there.

Omni-Channel 137

Omni-Channel Chatbots Brands Customer Journeys 137

ReviewTrackers

APRIL 2, 2019

Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. A great reputation can set a bank apart from its competitors. In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector.

Banking 90

Banking Management Social Media Financial 90

Lumoa

JUNE 26, 2023

In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. Nike, another well-known retail brand, achieved higher annual revenue by investing in multiple channels. Consider a customer looking to buy sports shoes from a popular brand.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

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