ECXO

AUGUST 12, 2024

Created by DALL-E with all rights reserved to ECXO.org. Become a member now: [link] Key MarTech Solutions Enhancing CX Created by DALL-E with all rights reserved to ECXO.org. By leveraging social listening capabilities, companies can monitor customer sentiment and adapt strategies to strengthen customer relationships.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

ECXO

FEBRUARY 3, 2025

Example: A potential customer fills out a form on your website. Example: Imagine a customer buying a piece of software from your company. Two weeks later, a sales rep follows up, not with another sales pitch, but with a helpful guide or a quick check-in to see if they need support. How would you feel?

Sales 247

Sales Customer Experience e-support Examples 247

ECXO

DECEMBER 25, 2024

Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. The most straightforward example is when a customer decides to cancel their subscription. For example, a subscription that ends due to failure to update credit card details.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 26, 2024

Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. Example: A fitness app company maps out the day in the life of a busy working parent to see how and when the app could help them achieve their fitness goals in their busy schedule.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Businesses have been using social media for years now to publish content, engage with their audiences, advertise their products, and stand up for social causes. . Data tells us that one-third of U.S.

Social Media 133

Social Media Examples Brands Customer Service 133

InMoment XI

OCTOBER 17, 2024

Customer Feedback Questionnaire Examples In this section, we will look at examples of good questions to include in your customer feedback questionnaire to capture relevant and useful information. Customers discover your business through various channels, from their colleagues to social media posts.

Feedback 195

Feedback Effort Score Survey Customers 195

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week.

Social Media 59

Social Media Tools Multi-Channel Guidelines 59

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback. Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

PeopleMetrics

JANUARY 23, 2025

AI-powered text analytics processes open-ended survey responses, social media comments, and support tickets to identify recurring themes and sentiments. Example: A retail chain sees declining CSAT scores for its online checkout process. Example: A telecom provider notices low CES scores in its contact center.

NPS 118

NPS Effort Score Metrics e-support 118

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Introduction. Should it be customer service?

Social Media 154

Social Media Customer Service Strategies Customer Service Strategy 154

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. A classic example comes from Amazon.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

Thematic

OCTOBER 30, 2024

This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. Collect customer feedback through various channels Use surveys, interviews, social media, and other methods to gather comprehensive qualitative feedback from your customers.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Experience Investigators by 360Connext

OCTOBER 1, 2014

It’s a small window of time to allow your words to captivate them without the distractions of social media noise or the 10 tabs they have open in their browser. There were no email or website addresses provided for support. Each month, we pick a great example of a microinteraction - either what to do OR what not to do.

e-support 274

e-support Social Media Consulting Customers 274

InMoment XI

JANUARY 9, 2024

What are Some B2B Customer Experience Examples? 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. Support and service. How Has the B2B Customer Experience Evolved?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

PeopleMetrics

JANUARY 24, 2025

CS focuses on helping customers solve problems or answer questions, while CX encompasses every interaction a customer has with your companywhether its browsing your website, using your product, or contacting support. Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

Steve DiGioia

MAY 17, 2021

E nd with a fond farewell and an invitation to return. E mpathy – Acknowledge the impact that the situation has on the customer. For example: “I apologize for this error.” E ye contact. E : Maintain good eye contact. A pproach customers with a personalized warm welcome. O pen posture.

Customer Service 341

Customer Service e-support Self Service Customers 341

Comm100

OCTOBER 31, 2024

You also revolutionize your customer support and make sure that your customers leverage your products or services to the fullest. Around 64% of business owners say that chatbots enable them to offer a personalized support experience to their customers.

Marketing 130

Marketing Chatbots Social Media e-support 130

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. For instance, a company’s operating profit number is useless without additional metrics and other supporting information.

NPS 443

NPS Feedback Net Promoter Score B2C 443

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. Regional leaders are empowered to adapt and implement the vision locally, supported by regional training programs focused on customer-centric values and skills.

Strategy 443

Strategy Customer Experience Net Promoter Score Customer Centricity 443

ECXO

JULY 29, 2024

Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. Regional leaders are empowered to adapt and implement the vision locally, supported by regional training programs focused on customer-centric values and skills.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

BirdEye

APRIL 13, 2023

Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. With billions of active users across platforms, social media advertising offers a level playing field to reach a vast audience and build brand awareness.

Social Media 98

Social Media Advertising Video Fashion 98

Comm100

FEBRUARY 9, 2021

To show you some of the ways live chat can be used, and how it can benefit both your customers and agents, here are our top 5 live chat examples to inspire you. The handoff from support is seamless, it’s brought in great leads, and has led to shorter sales cycles. Jasmina Duric, Manager of E-Services and Support Department.

Examples 180

Examples Industry e-support Abandon Rate 180

BirdEye

MARCH 22, 2023

Including social media in your marketing strategy is crucial to maximizing your leads. However, running a business can be time-consuming, and implementing social media plans may require assistance. Posting consistently is the number one way to achieve your goals on social media.

Social Media 98

Social Media Tools Multi-Channel Analytics 98

InMoment XI

NOVEMBER 15, 2023

We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice. For instance, imagine an e-commerce company that recently implemented a new online chat support feature. What is Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. From personalized recommendations to predictive analytics, let’s look at a few AI customer experience examples: 1.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

InMoment XI

JULY 23, 2024

This means it can include everything from discovering your brand through social media, navigating your website, making a purchase, and receiving support after they make an online purchase. Having a good or even a bad e-commerce customer experience can significantly impact your bottom line.

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

InMoment XI

JULY 18, 2024

An example of this would be a restaurant collecting customer feedback through surveys, analyzing the responses to identify common complaints about the menu, and then updating the menu items or recipes to better meet customer preferences. It includes customer reviews, social media comments, and website analytics.

Feedback 221

Feedback Customer Journeys Net Promoter Score Social Media 221

InMoment XI

AUGUST 14, 2024

Example of Using AI in Customer Feedback One example of using AI in customer feedback is sentiment analysis. By leveraging natural language processing (NLP), AI can analyze customer reviews, social media posts, and support tickets to determine the overall sentiment—positive, negative, or neutral.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

Calabrio

MARCH 5, 2025

It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone. Let’s consider an e-commerce platform that aims to develop its customer experience through a detailed VoC program.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Experience Investigators by 360Connext

OCTOBER 31, 2014

Check out these spooklicious examples for converting visitors! 1) Social Triggers. Each month, we pick a great example of a microinteraction - either what to do OR what not to do. e.width){e.setAttribute("data-vertical", "true")}})(this);'' onerror=''(function(e){e.setAttribute("src", "https://media-cdn.list.ly/missing-image.png");})(this);''

e-support 197

e-support Social Media Consulting Customer Centricity 197

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Integrate these conversational AI agents across various channels, including websites, mobile apps, social media, and messaging platforms.

Customer Service 59

Customer Service Social Media e-support Travel 59

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

Thematic

FEBRUARY 24, 2025

Live chat and support interactions – Collect real-time feedback from customer service exchanges. Social media listening – Analyze comments, mentions, and discussions about your brand. One example? Social media platforms – Where customers engage with brands, leave reviews and ask questions.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

ShepHyken

JULY 9, 2021

for example, if you own a software business, send a quick introductory video that addresses them by name and offers helpful tips and info they may need. The goal is to make your clients feel valued and supported. For example, you can send them a $10 e-gift card for products on your website, no strings attached.

Tips 141

Tips Social Media e-support Consulting 141

Thematic

NOVEMBER 18, 2024

For example, a very simplistic rule could be “if a sentence contains the word ‘great’, then the sentiment is positive” The arrival of NLP (Natural Language Processing) and Machine Learning made it possible to automate sentiment analysis. Can you identify a specific emotion for each example?"

Analysis 62

Analysis How To Multi-Channel Social Media 62

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. One way to do this is by adding single-page or one-click checkouts to your e-commerce website.

Tips 168

Tips Self Service e-support Social Media 168