InMoment XI

NOVEMBER 4, 2024

Manipulating Social Media Indicators : Purchasing fake social media likes, followers, or views to falsely inflate a company’s reputation is also prohibited. And because 53% of customers expect businesses to respond to negative reviews within a week, it’s important for businesses to respond in a timely manner.

Policies 195

Policies Social Media Guidelines Financial 195

InMoment XI

APRIL 3, 2025

Leading companies are now integrating insights from customer care teams to identify early signals of issues, engaging in brand reputation management , and broadening their CX approach to ensure real-time responsiveness. Surveys alone no longer suffice. Ensuring some consistency across these touchpoints is key.

Culture 195

Culture Social Media Government Loyalty 195

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? To capitalize on those behaviors, you need to be able to perform customer behavior analysis. This data can help you identify high-value customers, track purchasing trends, and evaluate the success of certain promotions, packages, or discounts.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. What Are the Benefits of Contact Center Automation?

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

NOVEMBER 21, 2024

For example, if price is a significant factor for your customers, you can satisfy them by adjusting your pricing model or offering loyalty rewards. A deeper understanding of customer expectations highlights areas for improvement. It shows you what features to prioritize based on customer pain points.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

ECXO

AUGUST 12, 2024

Similarly, in regions like Latin America (LATAM), North America (NAM), and Europe, the Middle East, and Africa (EMEA), tailored MarTech strategies are proving essential for elevating CX in line with distinct market dynamics and customer expectations. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

ShepHyken

JULY 2, 2021

He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. . 4 Do’s of Social Media Customer Service .

Social Media 153

Social Media Customer Service Chatbots Self Service 153

Thematic

FEBRUARY 12, 2025

Is your business on social media? Then you’ve probably seen how one viral tweet, a trending hashtag, or a wave of customer complaints can shift public perception overnight. In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation.

Social Media 62

Social Media Analytics Analysis Trends 62

InMoment XI

OCTOBER 30, 2024

There are various types of customer experiences in the insurance sector. Here’s a quick breakdown of customer expectations by category: Health insurance customer experience : Customers expect easy access to healthcare networks. They expect fast claims processing and personalized health management.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

NOVEMBER 28, 2023

Recognizing this, top brands and businesses are integrating review management into their marketing strategies. Not only does review management help safeguard and enhance a company’s brand reputation; but it can also improve search engine visibility and cultivate brand trust among existing and potential customers.

Management 259

Management Marketing Social Media Guidelines 259

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.

Social Media 106

Social Media Management Trends Tools 106

InMoment XI

JULY 16, 2024

Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Importance of Customer Experience in Banking We are currently living through times of financial worry.

Banking 195

Banking Customer Experience Effort Score Financial 195

BirdEye

JANUARY 24, 2025

Driving social media reviews requires more than just asking customers for feedback. You’ll learn proven frameworks for driving genuine social media reviews in this guide. Bottom Line Up Front (BLUF) Customers don't leave reviews to benefit youthey do it to help others make better decisions.

Social Media 52

Social Media Loyalty Feedback Customer Journeys 52

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. The responses to this question will help you understand if you’re targeting the right customers with your pricing model.

Feedback 195

Feedback Effort Score Survey Customers 195

ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

FEBRUARY 10, 2025

But to the customer, especially one in a rush, those five minutes feel like an agonizing eternity. If youre not aware of how time and perception shift based on customer expectations, youre setting yourself up for disappointment, negative reviews, and lost sales. Customer frustration is born from mismatched expectations.

Customer Experience 178

Customer Experience Self Service Social Media Customer Expectations 178

rethinkCX

FEBRUARY 17, 2025

Introduction In todays digital-first world, customers expect immediate and seamless support from brands. With social media platforms like Facebook, Twitter, Instagram, and LinkedIn becoming essential communication channels, businesses must adapt to provide 24/7 customer support.

Social Media 52

Social Media Brands Chatbots Omni-Channel 52

Retently

NOVEMBER 27, 2024

Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Leveraging Social Media and Influencer Marketing 8. Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 Expanding Revenue Channels 4. trillion by 2027 ?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

Experience Investigators by 360Connext

OCTOBER 5, 2021

There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. There are leaders who are engineers, writers, designers, and account managers. . Sometimes this type of comparison is what leaders need to see to understand the customer’s reality. The common thread among all these leaders?

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

Comm100

APRIL 30, 2021

Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of most of our daily lives. But while it’s crucial to offer customer service on your social media platforms, venturing into this space can be a minefield.

Social Media 130

Social Media Tips Customer Service Training 130

Experience Investigators by 360Connext

JULY 20, 2021

Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Customer Experience Management Defined: How is it Different than CX? How Customer Experience Maturity Splinters. All good so far, right?

Customer Journeys 361

Customer Journeys Social Media Contact Center Survey 361

InMoment XI

MAY 2, 2024

It can be argued that reputation management for retail companies is more important than it is in any other industry. Whether you are a local shop, regional staple, or nationwide brand, reputation management is one of the most important marketing strategies you need to master to ensure brand success.

Retail 195

Retail Customer Retention Strategy Management 195

InMoment XI

SEPTEMBER 14, 2023

In the interconnected world of today, reputation management has evolved from a luxury to an absolute necessity. This article delves deep into the critical role that reputation management plays in determining a brand’s success. A positive customer experience can significantly bolster your brand’s reputation.

Brands 195

Brands Management Social Media Effort Score 195

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. analyse sentiment, and trigger alerts for immediate follow-up.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

DECEMBER 4, 2024

This perspective seemed disconnected from the nature of constructive debate and the dynamics of social media, where differing viewpoints should foster growth rather than defensiveness. AI can support by analysing data, but human expertise is essential for managing relationships and understanding the diverse needs of enterprise clients.

B2B 419

B2B Culture Government Innovation 419

Kayako

JULY 28, 2022

While customers may like more choices in product features, it turns out that more choices in customer service channels are not a plus. Adding more channels complicates customer relationship management, leading to many side trips and alternate routes, all of which the company must manage to avoid losing the customer.

Self Service 247

Self Service Customer Service Management Knowledge Base 247

ECXO

OCTOBER 30, 2024

Similarly, in the realm of customer experience, personalization is key. Customers today expect brands to understand their preferences, behaviors, and needs. Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

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

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. However, feedback shouldnt be a one-way street.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Comm100

DECEMBER 16, 2024

Prevents SLA breaches, ensuring timely issue resolution and maintaining customer trust. Omni-channel support AI ensures seamless transitions across multiple channels (email, chat, social media, etc.), Provides a consistent experience, no matter where or how the customer interacts with the business. keeping context intact.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

GetFeedback

DECEMBER 21, 2018

It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390