Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Michel Falcon Experience

MARCH 17, 2023

Now, what is it that your customers care about the most? I don’t need to talk about the local sports team, if they’re doing well. The number one thing I care about is speed. The socializer personality type does not want an expeditious customer experience. Each industry is different.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

Pointillist

APRIL 26, 2018

Staff members can, for example, give a guest who is a yoga enthusiast a list of local studios and class times proactively, provide a list of local haunts to sports fans to watch their favorite team when they check-in, or simply stock the mini-bar with a guest’s favorite beverages. Agent name or agent ID for customer care representatives.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

SurveySensum

MAY 20, 2020

In times of such crisis, where consumers are still adapting to new lifestyles, marketers must proactively reach out to them and respond to the needs. All of these scores significantly more than the 37% who think they should carry on advertising as normal.”. Each such interaction can help build brand trust and loyalty.

Omni-Channel 52

Omni-Channel Customer Experience Social Media Banking 52

BirdEye

OCTOBER 5, 2023

Brand perception refers to how consumers view, think, and feel about a company and its offerings. Brand perception is subjective and can be influenced by consumer expectations, preconceived notions, and a company's reputation. It shapes consumer behavior and impacts a brand's success. What is the purpose of brand perception?

Examples 64

Examples Measurement Brands How To 64

NetBase

MAY 1, 2019

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. Are you excelling in the customer care arena, but flailing with product development? For now, how can Starbucks win more consumer love while maintaining the same high volume of conversation? Updated May 2019.

Social Media 43

Social Media Report Analysis Analytics 43