ReviewTrackers

JULY 28, 2021

Insurance and Social Media. Social media marketing for insurance is experiencing major growth. According to a report by consultancy firm ITDS: 100 percent of 20 major global insurers are active on Facebook. Social Media Marketing for Insurance: The Challenge. But there are challenges.

Social Media 175

Social Media Insurance Marketing Tips 175

Experience Investigators by 360Connext

NOVEMBER 12, 2014

When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. The best experiences are all about identity of both the brand and the customers. Have you really thought hard about your own brand identity? appeared first on Customer Experience Consulting.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

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

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. It enables you to boost your brand reputation. Modern bank branches are transforming into consultation hubs. Adopt a consultative approach.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

FEBRUARY 1, 2022

Even worse, it can even cause over-surveyed customers to have a negative perception of your brand. . These customers much preferred methods like Microsurveys , as well as social media and review sites. Branded chatbots are also growing in popularity. Getting Outside of the “Customer Experience Survey” Box.

Survey 396

Survey Customer Experience Social Media Data 396

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

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

We have gladly defected to a competitor after our “go-to” brand disappointed us in some major way. Monitor and respond to social media complaints – and provide effective resolution. Responding to customers on social media? Were any of us, really, surprised as customers? We have been there.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

CX Accelerator

JUNE 8, 2020

Walk in the customer’s shoes. ,, Nicholas Zeisler , Principal at Zeisler Consulting, challenges us to experience our product or service in the exact same way as customers do. Pay attention to social media. Many companies do a lot of talking on social media but not enough listening. Listen to customer complaints.

Survey 345

Survey Social Media Contact Center Call Recording 345

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

InMoment XI

JANUARY 27, 2025

The truth is, customers calling your call center dont just have an issue they want you to resolvethey have a relationship with your brand that matters enough to them to raise that issue. For that customer, your brand isnt just another apparel warehouseyoure their fashion consultant, style authority, and default choice for wardrobe-building.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Michelli Experience

JUNE 28, 2016

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. For years companies have been trolling social media to see what customers post about brand experiences.

Brands 185

Brands Social Media Financial Analysis 185

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Social media brand representatives don’t understand the medium or the customer service policies. Treating social media channels as nothing more than sales promotions will fail every time. There is no such thing as cannibalizing your brand if it is well connected.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

Experience Investigators by 360Connext

DECEMBER 29, 2014

Prevent customers from making negative associations with your brand by creating positive microinteractions. Social Media ninjas? Anne Addicted to adrenaline, adventures and social media, Anne Reuss is fueled by coffee and fitness. 5 Most Awful Customer Experience Solutions of All Time. Automated replies?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

ShepHyken

OCTOBER 27, 2024

Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand. My Comment: It’s been “a minute” (actually quite a while) since I covered the topic of how to respond to customers’ negative comments on social media. Engage, Delete, Ignore or Snub?

Customer Service 82

Customer Service Social Media B2B Chatbots 82

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Combine these findings with how customers want to interact directly with technical experts on social media, and it behooves brands to think about compelling ways to let customers in on the preparation. Using social media, brands could post photos on Instagram and tweet out the questions the design team is asking.

Social Media 282

Social Media Study Consulting Customer Engagement 282

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

They might see you are not responding to inquiries or concerns on social media. These are all big problems for your brand eventually. More Posts - Website Follow Me: The post Metrics Killed the Customer Experience Star appeared first on Customer Experience Consulting. This is especially subtle.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

GetFeedback

FEBRUARY 15, 2019

A customer who has a positive experience with a company is more likely to remain loyal to that brand, even going as far as to advocate for it online or offline. It’s also extremely important to monitor the social media conversation around your company. Isn’t that the same as customer service? Not exactly.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

Beyond Philosophy

FEBRUARY 21, 2020

Where AI Meets CX: The Remarkable Future for Humanizing Brands. One area that we see interesting applications of AI Technology is the brand personification and social media management. Brand personification represents how the values of your brand become a persona that interacts with customers in this way.

Brands 158

Brands Social Media Chatbots Interaction 158

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

DECEMBER 15, 2014

” These might not actually be their brand advocates , or even those who take the time to express any appreciation for good service. Word of mouth can have a huge impact on a brand’s image, thanks to social media, so disappointing one customer from the 99% can result in consequences these brands might be prepared for.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Experience Investigators by 360Connext

OCTOBER 2, 2024

For those who need CX support, there is a key resource available: Customer experience consultants. It reminds me of how we went from 3 or 4 television channels to the several hundred options for media today! CX consultants, in particular, help organizations develop the foundational elements they need to sustain their CX success.

Consulting 143

Consulting Customer Experience Customer Journeys Leadership 143

Experience Investigators by 360Connext

OCTOBER 1, 2014

It’s a small window of time to allow your words to captivate them without the distractions of social media noise or the 10 tabs they have open in their browser. It’s a chance to show your brand at its finest. Why One Bad Customer Interaction Could Haunt Your Brand. Why would you want to risk screwing that up?

e-support 274

e-support Social Media Consulting Customers 274

BirdEye

APRIL 13, 2023

Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. With billions of active users across platforms, social media advertising offers a level playing field to reach a vast audience and build brand awareness.

Social Media 98

Social Media Advertising Video Fashion 98

BirdEye

FEBRUARY 6, 2023

Social media and healthcare topics have significantly become intertwined. Across all major social media platforms, wellness, and healthcare topics have overtaken almost all conversations. According to a study by PatientsLikeMe, a growing number of people (11%) turn to social media for reliable healthcare information.

Social Media 19

Social Media Healthcare Marketing Multi-Channel 19

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 26, 2024

A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services, and people. Day-in-the-Life Purpose: The day-in-the-life customer journey map takes a broader view of the customer’s life beyond their interactions with your brand. What is Customer Journey Mapping?

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before. Humanizing brands is the future of social media.

Trends 195

Trends Technology Social Media Consulting 195

Experience Investigators by 360Connext

OCTOBER 13, 2014

Your brand is a promise, so live up to it. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 301

Customer Experience Social Media Consulting Employee Engagement 301

Magellan Solutions

AUGUST 10, 2023

When it comes to building a strong social media presence, it’s essential to have a solid digital marketing strategy. This is especially true if you’re not only after social networking but also for brand awareness. Chatbots offer a seamless and personalized customer experience, strengthening brand loyalty.

Social Media 98

Social Media Tools Chatbots Advertising 98

Experience Investigators by 360Connext

OCTOBER 29, 2014

” They are cheap postcards and such with the artist branding all over them. More Posts - Website Follow Me: The post Why New Customer Rewards Stink For The Rest Of Us appeared first on Customer Experience Consulting. I didn’t feel appreciated. I felt taken. It’s great to welcome new customers with something special.

Poor Customer Service 303

Poor Customer Service Social Media Loyalty Consulting 303

C3Centricity

JUNE 8, 2020

Despite many books touting the need for our customers to “Love” our brands, in reality, I’m not sure that any of us want to have a deep relationship with brands. Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

BirdEye

FEBRUARY 14, 2023

The way people perceive your company online has a huge impact on your bottom line and can make or break you as a brand. That’s why working with online reputation management consultants is essential for businesses to stay competitive in today’s market. Table of contents What is an online reputation management consultant?

Consulting 97

Consulting Management Social Media Multi-Channel 97

Experience Investigators by 360Connext

JANUARY 8, 2018

Look for trends in social media. Brands love to discuss how their great new logo or impressive mobile app will enhance the customer experience. And then there will be one less thing in your customer journey to prevent your customers from loving your brand. appeared first on Customer Experience Consulting.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

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. appeared first on Customer Experience Consulting.

Ecommerce 282

Ecommerce Banking Loyalty Retail 282

Experience Investigators by 360Connext

MARCH 28, 2018

Your social media is stagnant. Customers are offering you vital feedback and you’re providing them with no response or reason to interact any further with your brand. appeared first on Customer Experience Consulting. The list goes on and on and on… So, what are customers saying about you? I won’t lie.

Feedback 259

Feedback Social Media Communication Customer Centricity 259

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

It’s easy to think of these big brands as nameless, faceless corporations. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

OCTOBER 6, 2014

This led to more sharing beyond what the brand alone could do. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275