Brandwatch CX

APRIL 1, 2025

Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. Social customer service costs around $1 per interaction , six times cheaper than phone support costs. How to deliver social customer service effectively 1.

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Introduction. Should it be customer service?

Social Media 172

Social Media Customer Service Strategies Customer Service Strategy 172

ECXO

OCTOBER 23, 2024

Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. AI-powered sentiment analysis tools can analyze customer interactions, such as emails, chat logs, and social media posts, to determine the sentiment behind their messages.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Customer Bliss

JANUARY 20, 2022

Learn more in this case study. #CX First Direct’s is equally as swift, personal and helpful in mobile, social and Internet interactions. Even in these social media interactions, First Direct imparts a human touch. Want more case studies? It says, “Our time is more important than yours.”. out of 100).

Case Study 148

Case Study Banking Study Hospitality 148

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

Storyminers

SEPTEMBER 11, 2020

Mike quickly realized that the right social CRM can make a world of difference in ensuring his team was engaging effectively in conversations informed by valuable social media intelligence and prior communications, focusing less on internal processes and more on results, and working on-the-go without compromising organization.

Case Study 147

Case Study CRM Study Customer Experience 147

Storyminers

APRIL 23, 2018

.’ Nimble’s newly redesigned Today Page is an intuitive, all-in-one dashboard that delivers clear views of the pipeline and the people you plan to engage during today’s meetings, on tasks and via social media. Watch Nimble as a case-study-in-the-making on how to do software development/customer experience right!

Case Study 55

Case Study Social Media Study Meeting 55

ECXO

DECEMBER 25, 2024

Actively Collect and Leverage Customer Feedback What to Do: Use surveys, social media listening, customer reviews, and even interviews to gather insights. in-store, online, mobile apps, and social media). Use testimonials and case studies to showcase real-world impacts.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. Because they have 75 unique social media accounts across Facebook, Instagram, and Twitter, they must tailor all of their content to match each local audience’s specific needs and preferences.

Social Media 116

Social Media Management Guidelines Brands 116

Storyminers

MAY 21, 2020

Nimble’s newly redesigned Today Page is an intuitive, all-in-one dashboard that delivers clear views of the pipeline and the people you plan to engage during today’s meetings, on tasks and via social media. Watch Nimble as a case-study-in-the-making on how to do software development/customer experience right!

Case Study 246

Case Study Social Media Study Meeting 246

BirdEye

DECEMBER 12, 2022

Over 90% of marketers use social media as part of their marketing strategy because they know it’s a powerful tool. However, coming up with social media post ideas can be challenging and time-consuming. To help you get started, here are 20 simple social media post ideas you can use today. Table of contents 1.

Social Media 98

Social Media Strategy Marketing Case Study 98

BirdEye

JANUARY 11, 2023

Social media is a daily part of our lives, but many companies still have questions about it. These are just a few of the social media questions that businesses are asking. In this blog post, we’ll answer 25 of the most important social media questions. Social media questions: The how?

Social Media 98

Social Media Multi-Channel Advertising Video 98

BirdEye

DECEMBER 6, 2022

According to recent studies, most people spend around 2.5 hours on social media each day – and that number is only expected to increase. Social media has become a major part of our lives, and many platforms offer features that can benefit local businesses. Social media marketing at a glimpse.

Social Media 97

Social Media Policies Connections Analytics 97

ModSquad

DECEMBER 20, 2022

For VSCO, ensuring great experiences means delivering top notch support for their product, moderating all images and videos, and interacting with their community on social media and Discord. You can read about it in our VSCO case study. It’s pretty cool. At first, they turned to a traditional outsourcer for help.

Case Study 98

Case Study Study Social Media Video 98

BirdEye

APRIL 25, 2023

Social media is essential for businesses to reach a wider audience and build their brand in today’s digital age. However, without a solid social media marketing plan, businesses can miss out on the full potential of social media marketing. Table of contents What is a social media marketing plan?

Social Media 93

Social Media How To Infographics Video 93

BirdEye

DECEMBER 14, 2022

Social media has completely changed the way businesses can grow. If you’re looking to improve engagement and increase your brand awareness, you’ll need to know which types of social media content appeal most to your followers. Social media content categories. Written posts 3. Video stories 5.

Social Media 98

Social Media eBook Infographics Entertainment 98

Uniphore

JULY 10, 2021

As principal analyst at Contact Center Week’s Customer Management practice, Brian leads all research and advisory endeavors related to artificial intelligence, contact center technology, business analytics, customer experience strategy, and social media.

Call Center 223

Call Center Contact Center How To Case Study 223

Storyminers

MARCH 17, 2021

Recall the social media stories shared online and the ads for Disney Theme Parks. Case Studies: for an optical glass manufacturer, the Storyminer’s team prototyped their Store of the Future concept totally on paper.

Innovation 246

Innovation Case Study Social Media Tips 246

Customer Bliss

MAY 25, 2018

evaluate your current company behaviors cited in each of the thirty-two case studies so that you can focus and identify actions that you can begin immediately. For example, Virgin Hotels, named #1 U.S. In “Stop the Shenanigans!” Join the movement to #MakeMomProud by employing the strategies in this new book across your organization.

Culture 277

Culture Customer Experience Hotels Policies 277

ECXO

MARCH 3, 2025

Use case studies and testimonials to highlight how your product or service has helped customers overcome challenges. Use video, blogs, and social media to amplify customer stories. Actionable Insight: Collect and share customer success stories. Create content that focuses on your customers journeys, not just your brand.

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Case Study 156

AskNicely

APRIL 17, 2017

It can also be a good idea to gather some case studies from other companies (ideally from your industry). Propose a Trial and Create Mini Case Studies. You can then use that information to develop a case study. You’ll want to make sure that everyone is aware of these case studies.

NPS 150

NPS Case Study Social Media Net Promoter Score 150

AWS Machine Learning

SEPTEMBER 26, 2024

Outside of the office, he enjoys cooking and sharing the latest technology trends and insights on his social media platforms with thousands of followers.

Case Study 123

Case Study Video Training Innovation 123

InMoment XI

JULY 22, 2024

During a crisis, feedback floods in from various channels—social media, emails, call centers, in-app messages, and more. Social Media Responses: The bank’s social media team was equipped with data-driven insights to address widespread concerns and provide real-time updates on platforms like Twitter and Facebook.

Banking 195

Banking Feedback Social Media Call Center 195

BirdEye

MARCH 6, 2025

They followed the rulebooklaunched a website, created social media accounts, and ran paid ads. A balanced approachmerging search engine optimization, smart social media accounts, and fresh contentworks best for a long-term footprint. Increase online presence. But visibility alone isnt enough.

Tips 85

Tips Tools Social Media Multi-Channel 85

InMoment XI

NOVEMBER 26, 2024

These could include the website, customer support portal, social media, and more. Some business models might include retention and advocacy after the purchase stage. Touchpoints refer to the places where your customers interact with your business.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Retently

NOVEMBER 13, 2024

Social Sharing and Community Engagement Virtual fitting rooms make shopping more interactive by enabling customers to instantly share their virtual try-ons with friends on social media. According to data, 46% of consumers have purchased products directly through social media, up from 21% in 2019.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

Alida

DECEMBER 9, 2016

Along came social media, email marketing, mobile and online shopping, online ads, billions of blogs and so on, coupled with passive research and cart abandonment, and suddenly the customer journey isn’t linear, clear or predictable. Someone heard about a new shop, visited the store, bought an item and took it home with pleasure.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. It’s all about your people. And it’s also about…your people.

Case Study 152

Case Study Airlines Conference Wait Times 152

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Available at: [link] EY Case Study Dows bold approach to customer experience. Sept 16, 2024).

B2B 339

B2B Customer Journeys How To Effort Score 339

Thematic

FEBRUARY 2, 2025

Because businesses are producing massive volumes of text data—from customer reviews and social media to emails and surveys. Or maybe you’re trying to pinpoint pain points in your unstructured text data, like social media comments or survey responses. billion, with projections to grow to $52.21

Analytics 62

Analytics Tools Case Study How To 62

ECXO

JUNE 19, 2024

By analyzing social media posts, product reviews, and other user-generated content, AI can identify patterns and sentiments that inform the design process. The use of AI in market analysis goes beyond merely identifying trends. It can provide a granular understanding of consumer behavior, preferences, and unmet needs.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

Kayako

MAY 11, 2017

Consult company-specific case studies and product reviews, as well as industry-wide data and statistics collected by third-party companies. Whether through a mailing list, social media, or direct messaging , make sure they know their voice is being heard and that you’ll work hard to ensure they get what they need from your company.

How To 289

How To Case Study Customers Industry 289

InMoment XI

MAY 30, 2024

Text analysis has become a critical component of analytics and business intelligence, enabling companies to derive meaningful information from unstructured data sources such as emails, social media, online reviews, and more. Examples: Ingesting social media data to detect emerging trends.

Analysis 195

Analysis Software Self Service Social Media 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. This involves analyzing information from various sources, including customer reviews, surveys, and social media conversations.

Analysis 195

Analysis Social Media Trends Feedback 195

BirdEye

APRIL 11, 2025

With a strong local SEO strategy, your business becomes easier to find on search engines, social media, and online directoriesexactly where customers begin their search. This might include blogs, Google Posts , local social media content, neighbourhood pages, or event-related content that taps into local events and search trends.

Multi-Channel 52

Multi-Channel Social Media Case Study Strategy 52

InMoment XI

MARCH 27, 2024

With online reviews, social media comments, and public customer feedback making a major impact on the reputation of automotive businesses — car dealerships, auto repair shops, service centers, parts retailers, etc. Organizations that are highly visible in search results and on social media enjoy a natural advantage.

Automotive 195

Automotive Management Social Media Feedback 195

Calabrio

MARCH 5, 2025

This way, customers can initiate an inquiry on social media and continue the conversation via chat. VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100