eglobalis

JANUARY 13, 2025

AI tools like Salesforces Service Cloud enable agents to manage inquiries from email, social media, and live chat within a unified interface, reducing fragmentation. A European retail chain leveraged this integration to respond to social media complaints within minutes, resulting in a 20% increase in customer retention.

Customer Experience 398

Customer Experience Marketing Chatbots e-support 398

C3Centricity

DECEMBER 10, 2024

Ultra Personalisation to Connect at a More Granular Level Ultra personalisation has evolved from a competitive advantage to an expectation. This initiative doesnt just foster a sense of individualityit encourages users to share their summaries on social media, generating massive organic reach. The result?

Trends 270

Trends Consumers Strategy Case Study 270

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations.

Connections 334

Connections Customer Experience Social Media Analysis 334

eglobalis

NOVEMBER 3, 2024

In short, understanding a company’s identity and integrating it into CX is more than a strategic advantage—it’s a means of creating genuine connections, fostering loyalty, and standing out in a crowded marketplace where clients increasingly seek partners that truly “get” their needs and values.

B2B 510

B2B Culture Innovation Loyalty 510

InMoment XI

OCTOBER 29, 2024

For example, a sneaker brand releasing a new product line paying tribute to an iconic athlete would help it connect with nostalgic sports fans. Familiarity and nostalgia create a sense of connection that can strengthen customer relationships. Brand values: Customers connect with brands that reflect their own values.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty.

Social Media 195

Social Media Marketing Advertising Feedback 195

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Hootsuite is one of today’s most widely used social media management platforms. What is Hootsuite? What is Hootsuite?

Social Media 221

Social Media Brands Management Analytics 221

InMoment XI

OCTOBER 25, 2024

They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. Be Active on Social Media You can’t underestimate the importance of social media marketing for reputation management.

Feedback 195

Feedback Management Social Media ROI 195

eglobalis

FEBRUARY 3, 2025

Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews. Your company can use sentiment analysis to monitor social media, reviews, and customer feedback, enabling you to address concerns and improve brand perception.

B2B 371

B2B Customer Journeys Customer Experience Chatbots 371

InMoment XI

NOVEMBER 22, 2024

Leverage the power of social listening There is only so much customer data you can collect through surveys. Social media platforms host vast amounts of unstructured feedback that can provide deeper insights into the customer experience. You can share updates through in-app notifications or even social media posts.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. For example, if you want to target younger members, a good practice would be to enhance your social media presence. You can even identify and use viral trends to better connect with such members.

Management 195

Management Social Media Financial Banking 195

BirdEye

DECEMBER 28, 2024

Social media management has become increasingly challenging with evolving algorithms, shifting audience behavior, and ever-changing best practices. However, these challenges only compound for enterprises looking to expand their digital footprint across social media platforms.

Social Media 52

Social Media Software Management Multi-Channel 52

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. It's about building real connections and driving strong social media engagement.

Social Media 52

Social Media Hotels Strategy Marketing 52

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 of the world’s population who use social media on a daily basis. If you are in the same boat then let’s dive deep into how to leverage social media for feedback collection and what important social media survey questions to ask to gather relevant insights.

Social Media 52

Social Media Survey Customer Engagement Engagement 52

eglobalis

JANUARY 20, 2025

Companies that excel in CX often establish a strong emotional and professional connection with their clients. Additionally, implementing customer listening programs, such as online surveys and sentiment analysis via social media, allows companies to capture real-time feedback.

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

Retently

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. The Rise of Social Commerce : According to McKinsey , global social commerce sales are projected to reach over $2 trillion by 2025.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. InMoment excels at offering a platform that connects customer data from every channel into one easily accessible location and offers consulting services from in-house industry experts. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Experience Investigators by 360Connext

MARCH 11, 2025

Connect with Brian on LinkedIn to follow his insights, and explore our resources at experienceinvestigators.com to support your experience journey. ” Healthcare professionals perform life-saving, transformative work every day, often in difficult circumstances. Ready to bridge customer and patient experience in your organization?

Healthcare 143

Healthcare Social Media Culture Groups 143

InMoment XI

NOVEMBER 5, 2024

The mapping platform has been growing in popularity amongst businesses ever since the launch of Apple Business Connect. Apple eventually followed suit by launching Apple Business Connect last year. The free tool allows businesses to manage their profiles and connect with customers directly on Apple Maps.

Connections 195

Connections Software Social Media Analysis 195

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 414

Customer Experience Social Media Analytics Chatbots 414

InMoment XI

DECEMBER 18, 2024

Here are the key stages of a typical automation workflow: Data Collection and Integration The first step is to collect and connect customer data from various channels. It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Experience Investigators by 360Connext

DECEMBER 3, 2024

Top 10 Online Marketing Experts, Forbes Top 50 Marketing Influencer, Entrepreneur Magazine Top 25 Content Marketers, Express Writers/Buzzsumo Top 10 Social Media Influencers, Social Media Explorer Follow Andy and Orbit Media on… LinkedIn: linkedin.com/in/andycrestodina/ LinkedIn: linkedin.com/company/orbit-media-studios-inc./

Handbook 143

Handbook Social Media Retail Trends 143

ECXO

OCTOBER 14, 2024

Remember, customer-centricity is not a destination but a path that leads to deeper connections, enhanced loyalty, and a thriving business ecosystem. Customer Engagement and Interaction Social Media and Online Reviews: Monitor what customers are saying about your brand on social media and online review platforms.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

InMoment XI

JANUARY 22, 2025

Managing Location-Specific Social Media Social media may not be a direct ranking factor, but it does a lot in terms of visibility and can create a hometown feel and familiarity for individual physical locations of otherwise impersonal large brands. Ready to simplify your local SEO management? See InMoment in action.

How To 195

How To Social Media Software ROI 195

Experience Investigators by 360Connext

OCTOBER 5, 2021

It sometimes means starting small, but if you can find ways to connect with a few other change agents across the organization, that’s when things can build momentum. Keep your finger on the pulse of social media, user reviews, and customer questions. Maybe you’re not sure where to start because of your title or job description.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

ECXO

OCTOBER 30, 2024

By understanding the emotional and psychological aspects of their customers, businesses can create deeper connections that extend beyond mere transactions. Customers are not only looking for products; they are seeking a sense of belonging and connection. Engaging with customers on a personal level fosters loyalty and trust.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Social listening tools, on the other hand, monitor social media platforms and online forums to capture unstructured feedback and brand mentions.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

JANUARY 12, 2023

Focusing on driving customer lifetime value won’t ‘just’ help with identifying upselling opportunities—it will facilitate and create deeper human connections with customers and ensure mutually beneficial relationships built on Experience Improvement (XI). Let’s take a closer look. Casting a Wider Net. The Customer Lifetime Value Journey.

Social Media 397

Social Media Tips Customers Customer Retention 397

PeopleMetrics

JANUARY 30, 2025

Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer relationships. Turns out, customers were more honest on social media than they were in survey feedback channels.

Social Media 110

Social Media Telecommunications Hospitality Call Center 110

ECXO

DECEMBER 25, 2024

To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. 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).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

MARCH 10, 2022

Unfortunately, we see far too many clients start a CX program by just turning on some listening posts (social media, review sites, survey feedback, etc) and hoping for relevant insights to come to the surface. Step 1: Design. However, as the old adage goes, hope is not a plan. It’s critical to look beyond just the survey.

How To 370

How To Social Media Survey Data 370

ShepHyken

OCTOBER 27, 2024

How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko (Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Connect with Shep on LinkedIn. Engage, Delete, Ignore or Snub?

Customer Service 79

Customer Service Social Media B2B Chatbots 79

InMoment XI

NOVEMBER 13, 2024

This can include CRM data, social media, call center logs, service requests, and chat messages. A CX platform like InMoment can help by collecting and connecting every piece of valuable data in one place. These sources can include CRM systems, customer feedback questionnaires , and social media.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. But how do we connect our day-to-day activities and specific investments to these benefits? Connect financial outcomes directly with feedback and actions whenever possible. Start with why.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

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