InMoment XI

OCTOBER 5, 2023

By turning employees from mere service providers into valued contributors to the customer-centric mission, brands can effectively transform detractors into enthusiastic promoters. Improve Contact Center Experience Step #4: Data Is a Gold Mine Your brand generates mountains of data every day.

Contact Center 364

Contact Center Self Service How To Call Center 364

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. Employee engagement hovers around 9,000. CX to Employee Experience Ideas.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Uniphore

JULY 23, 2021

Here’s how employee disengagement is hurting contact center CX and what you can do to motivate your agents again. They have made your call center a glass house on social media. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. Check it out!

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

Experience Investigators by 360Connext

AUGUST 3, 2021

Social listening is an industry buzzword, but it describes a very simple concept: monitoring social media and the web as a whole for mentions of your brand. What are those folks saying online, and how can that be leveraged to create better experiences for them? How far can this loop go? Listen beyond what they tell you.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Michel Falcon Experience

JANUARY 30, 2020

My third installment of The Four Generations of Customer Experience is here! THE SOCIAL MEDIA ERA. Find out how social media enabled consumers to RECLAIM the power they lost during the internet era and how it changed the way companies and brands interact with their customers.

Social Media 78

Social Media Customer Experience Employee Engagement Course 78

InMoment XI

SEPTEMBER 14, 2023

In today’s digital landscape, where consumers heavily rely on online reviews and social media feedback, the importance of reputation management cannot be overstated. Utilize tools and techniques like predictive analytics to keep an eye on brand mentions, reviews, and social media conversations.

Brands 195

Brands Management Social Media Effort Score 195

GetFeedback

AUGUST 14, 2019

Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. You must ensure that you listen to employees and improve their experience, as well. ” and “How will this make her feel?”.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

InMoment XI

MARCH 21, 2023

These days, social media seems polarized with posts from friends or colleagues either about starting new positions or sharing that they’ve been a part of recent layoffs. Creating a Culture of Community In these unprecedented times, allowing employees to voice their stress and worry is a big part of a productive employee experience.

eBook 195

eBook Social Media Employee Experience Culture 195

Experience Investigators by 360Connext

FEBRUARY 1, 2022

If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . Technically, you can ignore all of that and you STILL provide customer experiences. What happens on the inside of the organization is Customer Experience Management (CXM). . Crazy, right? .

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Lumoa

NOVEMBER 17, 2022

Public social media reviews can provide insight into competitor pricing and allow businesses to adjust their offering to suit. Another measure of customer satisfaction is communicating with your customers on social media platforms. Training Employees to Improve CX. Utilizing social media for customer service.

e-support 195

e-support Customer Experience Social Media Chatbots 195

CX Accelerator

OCTOBER 21, 2019

Social media is a goldmine for CX professionals for so many reasons. But in truth, social media can become pretty overwhelming pretty quickly. But in truth, social media can become pretty overwhelming pretty quickly. application for managing social media. Three of my favorite benefits?

Tools 208

Tools Customer Experience Social Media Customer Journeys 208

Customers Rock!

MAY 5, 2011

It is not a social media book (more on that in The Story below), but social media is woven throughout the book (as it should be woven throughout a company’s marketing and customer service strategies). It is also not a customer service book (but that is an important tenet).

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Comm100

FEBRUARY 6, 2023

To humanize your digital customer experience, you need to map your client’s journey. Some will want their issues addressed on other channels, from chatbots, social media, voice calls, or video calls. A humanized digital CX should allow you to deliver a consistent experience through all these channels.

Financial 245

Financial Trends Self Service Customer Experience 245

ECXO

MARCH 15, 2024

The fifth sin, dear reader, is neglecting employee experience. Businesses that prioritize their employees’ well-being, training, and development often find that this care and attention is reflected in the customer experience. This could be through surveys, social media, or direct communication.

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

CX Accelerator

OCTOBER 21, 2019

Social media is a goldmine for CX professionals for so many reasons. But in truth, social media can become pretty overwhelming pretty quickly. But in truth, social media can become pretty overwhelming pretty quickly. application for managing social media. Three of my favorite benefits?

Tools 182

Tools Customer Experience Social Media Customer Journeys 182

InMoment XI

JUNE 5, 2024

Omnichannel CX Analytics: Processes text from surveys, social media, voice, reviews, chat, email, and more to understand VOC, trends, and emerging topics, often paired with metrics to analyze impact and churn.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Customer Bliss

MAY 10, 2019

Through social media and other channels, they’re telling more of these stories. . DHL is continuing to focus on getting their messaging right so they can share relevant content on their social platforms. Scott believes it’s important for DHL to be on social media because it enhances their reputational value.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

ShepHyken

DECEMBER 22, 2024

Customer Service Statistics By Interaction, Experiences, Channels, Quality Control, Representative, Industries, Social Media And Investments by Saisuman Revankar (Coolest Gadgets) Customer Service Statistics: Customer service plays a big role in making a business successful.

Customer Service 77

Customer Service Self Service Social Media Contact Center 77

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

InMoment XI

DECEMBER 16, 2021

What we have observed are studies that examined some contributing factors of employee experience and value, such as reward and recognition, job fit, career opportunities, work environment, and departmental and management relationships.

Company 195

Company Communication Culture Employee Experience 195

InMoment XI

JULY 12, 2023

Touchpoints are the various points of contact between a customer and a business throughout the customer journey, and they can occur through various channels, such as websites, social media, physical stores, customer service interactions, and more. What does their interaction look like?

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

InMoment XI

FEBRUARY 15, 2022

Blended Experience #3: Virtual Try-On. And, with the many social media filters that younger customers use daily, it’s no wonder that virtual try-on capability has emerged as a top expectation. But this dynamic doesn’t stop at just blended experiences. Simply removing checkout lines can save retail stores over $37.7

Retail 195

Retail Consumers Social Media eBook 195

InMoment XI

NOVEMBER 16, 2021

Remember that we’re here with the latest tips and tricks to help you figure out the best way to listen to your customers (via surveys or other feedback channels like social media, websites, apps, reviews etc.), There are much more effective ways to increase the number of responses that are often overlooked. .

Survey 370

Survey Automotive Comparison Hotels 370

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

ECXO

MARCH 6, 2025

B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions. 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

Beyond Philosophy

APRIL 9, 2021

The Social Network-Dunbar Connection. Dunbar’s research extends to social media relationships, too. Recognizing that we have different tiers of relationships can also help us improve the management of our social media lives. At its core, social media is social. Probably not.

Management 156

Management Social Media Groups Call Center 156

Calabrio

MARCH 5, 2025

A report by Adobe shows that 70% of customers consider it very important for an organization to deliver a unified, seamless experience at any point of interaction. This way, customers can initiate an inquiry on social media and continue the conversation via chat.

Contact Center 100

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

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

Beyond Philosophy

NOVEMBER 6, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

CX Accelerator

OCTOBER 21, 2019

TweetDeck Social media is a goldmine for CX professionals for so many reasons. But in truth, social media can become pretty overwhelming pretty quickly. But in truth, social media can become pretty overwhelming pretty quickly. application for managing social media.

Tools 140

Tools Customer Experience Social Media Customer Journeys 140

InMoment XI

FEBRUARY 1, 2024

Spotlight’s power lies in its ability to analyze both historical customer experience data and real-time data sources like social media and reviews. It emerges from sources rich in personal expression like open-ended survey questions, reviews, social media, and SMS messages.

Analysis 195

Analysis Social Media Analytics Loyalty 195

CX Accelerator

MARCH 9, 2020

I could see the writing on the wall and feared that my role in managing social media and PR for a local boutique agency might soon be in jeopardy. A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges.

Contact Center 182

Contact Center Social Media Advertising Travel 182

CX Accelerator

MARCH 9, 2020

I could see the writing on the wall and feared that my role in managing social media and PR for a local boutique agency might soon be in jeopardy. A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges.

Contact Center 182

Contact Center Social Media Advertising Travel 182

CX Accelerator

SEPTEMBER 24, 2019

You’ve probably heard the idea that “most CX comes from great EX” (Employee Experience). At a basic level that means that employees should be having good experiences in their workplace in order for them to want to deliver good experiences for their customers. Well, dial back your expectations a little.

Tips 282

Tips Customer Centricity Strategy Social Media 282

ReviewTrackers

JUNE 22, 2020

An MIT Sloan Management Review article details how some of today’s most successful brands are implementing “employee branding” programs to accompany employees — including members of the C-suite and leadership team — on their digital journeys and help them communicate on social media. Deliver a great employee experience.

Brands 114

Brands Company Social Media Competitive Advantage 114

CX Journey

JULY 10, 2014

You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers.

Data 177

Data Customer Experience Customer Journeys Analysis 177