InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Expanding your data repertoire to such sources as purchasing data, location-tracking data, web searches, social media, and online reviews is a must. The Customer Lifetime Value Journey.

Social Media 397

Social Media Tips Customers Customer Retention 397

Comm100

FEBRUARY 5, 2018

From the rubble, a new dynamic emerged (the same one we know so well today): organizations spoke to customers and customers held the power to reply. Businesses that listened to and connected with customers online were rewarded with consumer engagement in the form of clicks, mentions, subscriptions and more. CRM Software.

Social Media 170

Social Media CRM Self Service Software 170

InMoment XI

JANUARY 22, 2025

Independent grocery stores often dominate search results in their local communities thanks to proximity, preferences, and a loyal customer base. Here are a few ideas stores and corporate teams can implement: Create a local store presence on social media and post local content. Ready to simplify your local SEO management?

How To 195

How To Social Media Software ROI 195

BirdEye

JANUARY 12, 2024

Knowing your customers on a personal level isn’t just a perk of running a local business; it’s your superpower. Hyperlocal social media marketing allows you to harness this power, turning every digital interaction into a meaningful engagement. Table of contents What is hyperlocal social media marketing?

Social Media 109

Social Media Marketing Advertising Trends 109

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

ECXO

DECEMBER 25, 2024

Break time: The European Customer Experience Organization (ECXO) Wishes You a Season of Light and Joy! To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Prioritize Omnichannel Consistency What to Do: Ensure a seamless experience across all customer touchpoints (e.g.,

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

GetFeedback

FEBRUARY 15, 2019

What are your organization’s values and how can they drive the company’s decisions and actions when it comes to its customers? Understand your customer base and target audience. The next step is to understand your customers. Gonzalez, a customer experience manager from 1 Day 2 Write and BritStudent.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. This can include CRM data, social media, call center logs, service requests, and chat messages.

Customer Retention 195

Customer Retention How To Analysis ROI 195

BirdEye

SEPTEMBER 11, 2023

Ask any social media manager, and they’ll tell you that the more active your social media profile is on any platform, the higher your chances of reaching your target customers. That’s AI in social media management redefining the rules of online marketing. That’s where social media AI tools come in.

Social Media 106

Social Media Management Trends Tools 106

InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences.

Analytics 366

Analytics Customer Insights Data Social Media 366

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. Social media is also a powerful marketing tool used by businesses of all sizes. It’s especially important for local businesses looking to connect with their communities and grow their customer base.

Social Media 98

Social Media Management Multi-Channel Analytics 98

CSM Magazine

SEPTEMBER 1, 2021

In a hyper-connected world, social media can be a key component of your customer experience strategy. Here are ten things you can do to help provide great customer service on social media. Visitors want to feel that they’re talking with someone real, even on social media.

Social Media 93

Social Media Customer Service Tips CRM 93

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. It visualizes the connections between the front-stage (customer-facing) and back-stage (internal processes).

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

BirdEye

JULY 14, 2023

billion people use social media worldwide. It is one of the most significant ways of connecting with people and brands. But to do that successfully, it is important to play by the rules of the social media companies especially when it comes to social media image sizes. 1 aspect ratio.

Social Media 96

Social Media Video Advertising Return on Investment 96

InMoment XI

JULY 7, 2022

Interviews, social media presence, and customer feedback surveys are another way to gauge how your brand equity is performing. Brand equity could help increase your profit margins and how customers view your brand, so it’s an important aspect of your business to nurture. Build Relationships. Great Impact as a Company.

Brands 369

Brands How To ROI Social Media 369

Experience Investigators by 360Connext

DECEMBER 15, 2014

So how can organizations use these programs in a way that keeps this top tier happy and loyal without alienating or confusing the 99% of customers who might become part of this elite group in the future? One disappointed customer can create quite a stir, as this British Airways customer did when he paid to promote a tweet about his rage.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

BirdEye

AUGUST 28, 2023

Social reach is one of the most important metrics of social media management. When you publish content on social media, you want to know who sees it and how many people interact with it. That’s what social media reach gives you. See Pricing FREE DEMO Table of contents Q1: What is a social media reach?

Social Media 98

Social Media Metrics Measurement Multi-Channel 98

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. How Has the B2B Customer Experience Evolved? Support and service.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes.

Tips 195

Tips Management Social Media Hotels 195

Comm100

NOVEMBER 15, 2022

Firstly, the majority of consumers now want to connect with brands digitally. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver. Next steps.

Omni-Channel 246

Omni-Channel Chatbots Social Media Software 246

GetFeedback

DECEMBER 21, 2018

Only slightly more than 10% of consumers are willing to stay on the line for over five minutes for customer service. ( Genesys ). Faced with poor customer service, 20% of consumers would complain publicly via social media. ( New Voice Media ). New Voice Media ). New Voice Media ). New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

BirdEye

DECEMBER 28, 2024

This approach enhances SEO for the restaurant website through rich, relevant content and helps build an emotional connection with potential customers before they visit your restaurant. For multi-location restaurants, striking a balance between a global presence and local connection is crucial.

Tips 97

Tips Social Media Chatbots System 97

Michelli Experience

APRIL 11, 2017

Finally, I promised this week I would offer tips on how to convert loyal customers into referral sources. So without further ado, here are some broad approaches to activating promoter behavior in your loyal customer base : 1.) They want to connect the people they care about with the brands that care about them.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

Comm100

NOVEMBER 13, 2022

Knowing how to improve customer service starts by understanding what customers want. Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want. To satisfy these demanding customers, organizations are turning to live chat.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Experience Investigators by 360Connext

OCTOBER 16, 2014

Considering how process-focused experience planning can be, it’s not terribly surprising to realize how diversity is often overlooked as a key ingredient in successful customer experience strategies. The world is incredibly diverse, small, connected and transparent. Diversity is a critical component, in my opinion.

Social Media 259

Social Media Culture Consulting Communication 259

ShepHyken

DECEMBER 29, 2024

Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee. My Comment: The simple definition or description of social listening is to pay attention to what customers are saying about you anywhere other than directly with you.

Customer Service 74

Customer Service Self Service Connections Social Media 74

Lumoa

NOVEMBER 17, 2022

In This Article: Customer Experience in E-commerce Trend Predictions for 2023 Offering a Personalized Experience Improving Customer Relationships with AI Chatbot Customer Support Data Collection Customer Satisfaction Analysis Training Employees to Improve CX Providing Quality CX During Consumer Inflation Key Takeaways.

e-support 195

e-support Customer Experience Social Media Chatbots 195

Very Best Service

DECEMBER 3, 2024

Amazon leverages predictive analytics to recommend products and services to customers based on their browsing and purchase history. Companies like Starbucks actively engage with customers on social media, addressing inquiries and resolving issues promptly.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

ECXO

MARCH 6, 2025

Leadership needs to clearly communicate why customer experience is vital and continuously reinforce that message. Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers.

B2B 339

B2B Customer Journeys How To Effort Score 339

Thematic

FEBRUARY 12, 2025

The answer could be hidden in your customer feedback. Did you know that social media is the #1 product discovery channel , with 33% of consumers finding new products through platforms like Instagram and TikTok in the past three months?

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this? How are their questions answered?

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

Retently

JANUARY 13, 2025

Whether you want a sleek one-question format or a more detailed follow-up, the ability to tailor your surveys ensures they feel natural and engaging to your customers. Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Lumoa

JUNE 26, 2023

Omnichannel marketing customer experience is a strategy that integrates all marketing touchpoints – both offline and online – to create a seamless customer journey. Consider a customer looking to buy sports shoes from a popular brand. They want to browse online, pick up offline, and tag your brand on social media.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

ECXO

AUGUST 21, 2024

This means understanding that the customer is at the heart of every decision, every strategy, and every interaction. This includes: 1. Listen Actively: Engage with customers on various platforms, from social media to customer service calls. 2. Empathize: Put yourself in the customer’s shoes.

Social Media 156

Social Media Touchpoint Net Promoter Score Effort Score 156

Comm100

NOVEMBER 8, 2018

In this blog post, we’ll break down top types of customer communication channels, and explain some of the use cases for each that will answer these questions. Knowledge base. Social media. Why is live chat so central to modern customer engagement strategies? Social Media. Knowledge Base.

Communication 155

Communication Social Media Knowledge Base Chatbots 155

BirdEye

FEBRUARY 12, 2024

In today’s digital era, showing up on social media isn’t just an option for brands — it’s a necessity. Engaging online offers unparalleled opportunities to connect with customers, build community, and showcase your brand’s personality and values. Table of contents What is multi-location social media?

Social Media 59

Social Media Multi-Channel Tips Competitive Advantage 59