Vonage

JUNE 28, 2017

Social media is changing the customer experience for the better”. Quite simply, social media has given consumers a voice. Too often, people over-simplify customer service as being just an exercise in ‘being nice’. Memes to explain the connected customer. Customer service is about more than just being nice”.

Customer Service 96

Customer Service Social Media Competitive Advantage Exercises 96

rethinkCX

FEBRUARY 13, 2025

With the rise of digital communication, call centers now integrate multiple channels such as phone, email, live chat, and social media. Use simulations and role-playing exercises to improve real-world interactions. Implement a Multichannel Approach Integrate phone, email, social media, and live chat for seamless communication.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

C3Centricity

AUGUST 9, 2015

In this post, I would like to continue to support your efforts with some suggestions on an area that many struggle with, that of connecting with and understanding your customers. Once you have that, you can then start to connect with them to deepen your understanding of them. Retail connections. Secondary connections.

Connections 120

Connections Social Media Retail Exercises 120

Experience Investigators by 360Connext

JUNE 8, 2021

If you don’t, then collect whatever feedback you can from inputs like social media and product reviews. This exercise is a great way to predict what you need to change to be there for the changing customer journey. If you need to start from scratch, get your foundations right: Find out what you can about your customers.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

ECXO

MARCH 6, 2025

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. These tools can gather customer feedback from multiple channels (email surveys, web feedback forms, support calls, social media, etc.),

B2B 339

B2B Customer Journeys How To Effort Score 339

Natalie Petouhof

FEBRUARY 24, 2017

There is no question that social media has earned its spot in every business’ digital marketing strategy. The rise of social platforms such as Facebook, Twitter, Instagram and LinkedIn have forever shaped the way users express themselves online. Nowadays, almost every business has some type of social media account.

Social Media 65

Social Media Engagement Strategy Brands 65

CX Accelerator

DECEMBER 31, 2018

She even includes several exercises in the book. I believe you two are connected on social media, but let me know if you’d like to make an email introduction. It directly addresses the challenge you mention, in an easy-to-digest, practical way. Sheri Kendall-duPont would also be a great resource on this topic.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

BlueOcean

OCTOBER 4, 2021

In fact, many subscription-based services have designed an ease-of-use/self-serve model that benchmarks the customer experience before that subscriber ever picks up the phone, writes an email, connects via live chat, or drops your brand handle into their social media post.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

Experience Investigators by 360Connext

MARCH 11, 2015

And if EVERYONE is writing a blog about the lessons of the latest social media brand disaster, you may not need to add to the noise. I use Google News search and try some pretty random combinations sometime, like “customer experience” + “social media” + “ specific brand or event.”

Tips 110

Tips Social Media Leadership Exercises 110

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. You can embody what your company is about with your responses on social media platforms. View this post on Instagram.

Meeting 162

Meeting Innovation Social Media Chatbots 162

C3Centricity

AUGUST 13, 2018

Other companies organise customer connection sessions where teams of employees from different departments – with differing perspectives – go out together with a task to complete or a question to answer. Which social media channels are most popular with category users? I’d love to see your comments below. .

Advertising 212

Advertising Social Media Exercises Course 212

GetFeedback

JULY 23, 2018

Smart retailers know that brand interactions have moved beyond the limits of brick-and-mortar stores—interactions happen on the company website, via e-commerce platforms, on social media, on review websites and platforms, through television and other advertisement media, and through new channels that seem to be constantly changing.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

DCX

OCTOBER 29, 2024

If your social media is fun and engaging, but your emails sound like a legal document, customers notice. Make sure your tone is consistent, from social posts to service emails. These exercises don’t just teach; they build a culture of care. Action Step: Schedule a 30-minute empathy exercise for your team next week.

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

Comm100

DECEMBER 12, 2017

The experience cycle can be broken down into several key milestones, as follows: Connection — this is the first opportunity that a business has to make a “good first impression” on a potential customer. If this exercise is done, it’s possible to see how best to influence a customer in the appropriate direction. Download Now.

Customer Journeys 192

Customer Journeys Customer Experience How To Touchpoint 192

DCX

DECEMBER 24, 2024

We also dug into what truly connects us to the people we serve. This positively impacted how I approached conversations and built connections with my colleagues and clients.” 👉 If you enjoyed this newsletter and value this work, please consider forwarding it to your friends and colleagues or sharing it on social media.

Course 52

Course Social Media Leadership Roadmap 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. This is why we have to continually connect to the business why.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CX Accelerator

OCTOBER 9, 2018

When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. This includes all the organic feedback not being actively solicited by an organization, such as social media posts, web reviews, emails, customer conversations, and more. Nate Brown is the Co-founder of CX Accelerator.

Customer Journeys 160

Customer Journeys Social Media Survey Exercises 160

Optimove

DECEMBER 10, 2024

These technologies bring creativity back into the marketers hands, empowering them to move faster, exercise greater control, and focus on what truly matters: crafting meaningful, engaging, and innovative campaigns. Deliver campaigns with precision and relevance, building stronger connections with audiences.

Multi-Channel 52

Multi-Channel Analysis Social Media Exercises 52

C3Centricity

NOVEMBER 4, 2020

AI is already proving to be of great value in following and analysing customer service connections. The sequence of events that led to the customer’s connection, is just as important as the call to customer services itself. A supervisor can’t listen in or read every exchange, but AI can. CUSTOMER JOURNEY. What do you think?

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

Comm100

OCTOBER 8, 2016

Newsletters, texts, and social media updates can help keep inform your customers about your latest blog posts. Increase your social media presence. Facebook, Twitter, and LinkedIn combined have close to 2 billion monthly active users —for this reason, your company would do well to have a solid social media presence.

Customer Retention 163

Customer Retention Loyalty Strategy Loyalty Programs 163

Beyond Philosophy

FEBRUARY 15, 2024

As part of this exercise, choosing an emotion that drives value for your customers is essential. Like your employees who pick up on words and phrases intuitively, AI will hear signals in customers’ communications, their comments on social media, the number of times they call the call center, the type of call it is, and other details.

Connections 88

Connections Loyalty Brands How To 88

ShepHyken

AUGUST 14, 2020

The firm provided it for free to policyholders who performed the planned exercise regularly for two years. Consumers who completed the exercise target for the month did not have to pay the watch’s monthly installment. The audience’s social media activity can help understand the type of content in high demand.

Tips 102

Tips Customer Experience Social Media Insurance 102

BlueOcean

OCTOBER 4, 2021

In fact, many subscription-based services have designed an ease-of-use/self-serve model that benchmarks the customer experience before that subscriber ever picks up the phone, writes an email, connects via live chat, or drops your brand handle into their social media post.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

DCX

NOVEMBER 19, 2024

The trick is to frame our messages to connect with those feelings. Here are some easy ways to get started: Frame it with empathy : Next time you’ve got an escalation, connect emotionally before diving in. CX and sales psychology aren’t separate worlds—they’re deeply connected. ” The key is balance.

Loyalty 52

Loyalty Customer Centricity Social Media Exercises 52

InMoment XI

AUGUST 9, 2024

This exercise will highlight potential pain points and opportunities to enhance the customer experience. A CX manager serves as the central figure in your customer experience efforts, connecting the dots across different departments—such as frontline employees, sales, marketing, and the executive team.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

CX Journey

SEPTEMBER 17, 2015

With social media taking over, it is no surprise to see more companies turning toward these digital platforms to connect with customers. How can you use empathy to connect with customers? Hold a brainstorming session with your team, managers, and even stakeholders, to pull in as many ideas through an empathy map exercise.

Loyalty 80

Loyalty Exercises Social Media Video 80

DCX

JANUARY 14, 2025

That means you can focus on the big stuff—like strategy, creativity, and building real connections with customers. Customer Feedback Analysis What AI Can Do: AI tools can sort through surveys, reviews, and social media posts to find patterns, trends, and customer sentiment. That’s where the real magic happens.

Customer Experience 52

Customer Experience Social Media Chatbots Customer Journeys 52

C3Centricity

MARCH 2, 2020

These connections are particularly valued by smaller, emerging markets, which most people in larger organisations ignore and never consult. We could have done our project in isolation and repeated the same exercise! Members often don’t know what others are doing, so there is a lot of waste in both expertise and experience.

Roadmap 256

Roadmap Management Consulting Analysis 256

Experience Investigators by 360Connext

JUNE 4, 2015

In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping. But if mapping is handled as an exercise in channels , the experiences will continue to be disjointed, inconsistent and frustrating! I really hoped everyone walked away with one big idea.

Omni-Channel 110

Omni-Channel Customer Journeys Exercises Social Media 110

CX Accelerator

OCTOBER 25, 2018

The jury was the audience, exercising the freedom to move about the room to either the “con-NPS” or the “pro-NPS” side depending on how arguments persuaded them. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems.

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140

DCX

NOVEMBER 17, 2024

This week, we’re zooming out to look at how CX connects to something greater—creating real, lasting impact. Storytelling connects the dots At Apple, storytelling is more than fluff—it’s how leaders align everyone to a shared purpose. Social media addiction, depression, and self-harm are skyrocketing.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

NobelBiz

JANUARY 28, 2025

Channel-Specific Performance : Track performance across channels like chat, email, and social media to optimize omnichannel strategies. Adding support for email, chat, social media, and SMS ensures customers can reach you on their preferred platforms. Connecting Call Centers to Success.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

BirdEye

FEBRUARY 20, 2025

Bottom line up front Building a presence on the right business review sites in Australia is not just an exercise in reputation managementits a growth strategy. They cover various industrieshospitality, retail, real estate, healthcare, and personal servicesallowing businesses to connect with targeted audiences.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

Russel Lolacher

JUNE 15, 2021

When coming across social media posts from some of my favourite thought leaders in the customer experience space, I replaced the word “customer” with “employee” and tweaked it to be internally focused, rather than externally. With a quick Amazon book search, customer service keyword results are north of 100,000.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. messaging, social media, live chat, video chat, online reviews).

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

GetFeedback

JANUARY 6, 2020

The study also notes increasing usage of online resources (social media, review sites, and vendor web sites) which has pushed sales engagement later in the cycle. . In addition, personas can help employees feel more connected to customers. B2B journey mapping is more complex. Source: MyCustomer.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195