BirdEye

DECEMBER 8, 2022

Using social media to grow your business’s presence online is a great start, but keeping up with new platforms can be challenging. There are more than a dozen types of social media with more popping up every day. Table of contents Choosing the right social media types for your business 1. Social networks 2.

Social Media 98

Social Media Brands Video Entertainment 98

Experience Investigators by 360Connext

JANUARY 26, 2021

This is a great exercise for contact center leaders, serving as a way to get feedback from a random sample of customers who contacted them for support. And don’t forget social media! Customers have a lot to say on social media, so check in often and see how they’re engaging, not just with your brand but in general.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Comm100

DECEMBER 16, 2024

Omni-channel support AI ensures seamless transitions across multiple channels (email, chat, social media, etc.), Workshops, peer coaching, and role-playing exercises can help agents stay sharp and confident in using the latest technologies and techniques. keeping context intact. Ongoing learning is also essential.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

ECXO

JULY 1, 2024

The Collective Unconcious Tapping into the collective unconscious, as proposed by Carl Jung, is an exercise of sensitivity, intuition, and careful observation. Engagement with Customers: Direct engagement with customers through surveys, interviews, and social media interactions can provide companies with a wealth of information.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

Vonage

JUNE 28, 2017

Social media is changing the customer experience for the better”. Quite simply, social media has given consumers a voice. Too often, people over-simplify customer service as being just an exercise in ‘being nice’. Customer service is about more than just being nice”.

Customer Service 96

Customer Service Social Media Competitive Advantage Exercises 96

rethinkCX

FEBRUARY 13, 2025

With the rise of digital communication, call centers now integrate multiple channels such as phone, email, live chat, and social media. Use simulations and role-playing exercises to improve real-world interactions. Implement a Multichannel Approach Integrate phone, email, social media, and live chat for seamless communication.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Exercise, stress management, and eating specific foods can boost our serotonin. Encourage customers to tag your brand on social media or use specific hashtags to connect with other customers and your brand’s larger community. A friendly bot or smart speaker can do this, too! Alexa, tell me a joke!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Experience Investigators by 360Connext

JUNE 8, 2021

If you don’t, then collect whatever feedback you can from inputs like social media and product reviews. This exercise is a great way to predict what you need to change to be there for the changing customer journey. If you need to start from scratch, get your foundations right: Find out what you can about your customers.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

Beyond Philosophy

FEBRUARY 17, 2020

Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. Some brands have similar relationships with their customers, especially in social media. .

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Comm100

FEBRUARY 6, 2023

Some will want their issues addressed on other channels, from chatbots, social media, voice calls, or video calls. This involves including customers in your plans, constantly engaging them on social media, telling your brand stories, and offering education.

Financial 245

Financial Trends Self Service Customer Experience 245

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. You can embody what your company is about with your responses on social media platforms. View this post on Instagram.

Meeting 162

Meeting Innovation Social Media Chatbots 162

Experience Investigators by 360Connext

MARCH 11, 2015

And if EVERYONE is writing a blog about the lessons of the latest social media brand disaster, you may not need to add to the noise. I use Google News search and try some pretty random combinations sometime, like “customer experience” + “social media” + “ specific brand or event.”

Tips 110

Tips Social Media Leadership Exercises 110

Beyond Philosophy

NOVEMBER 15, 2018

Perhaps you are conspicuous about your environmentalism with your hybrid vehicle logo on the vehicle or the exercise program in which you participate. However, I bring it up because Professor Hamilton shared it on social media. However, what we post on social media is heavily filtered. Okay, I am joking.

Social Media 148

Social Media Fashion Exercises Customers 148

NICE inContact

JUNE 20, 2019

And compared to consumers, businesses are significantly more likely to prefer interacting with their customers via video chat, social media, virtual assistant/chatbot, and/or home electronic virtual assistants. However, too often contact centers look at this is as a “one and done” sort of exercise — so let’s include it twice!

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

Comm100

DECEMBER 12, 2017

If this exercise is done, it’s possible to see how best to influence a customer in the appropriate direction. Free Download] The Definitive Guide to Social Media Customer Service. Social media plays a significant role in today’s business world, not only in customer service, but in marketing and sales.

Customer Journeys 192

Customer Journeys Customer Experience How To Touchpoint 192

ijgolding

JUNE 22, 2015

Social media has truly changed our lives in so many ways. It was all made possible due to the power of social media. Last week also saw the UK media rife with stories about fake online customer reviews. I strongly believe that it is vital for consumers to exercise the right to voice their honest opinions online.

Leadership 120

Leadership Social Media Exercises Loyalty 120

DCX

OCTOBER 29, 2024

If your social media is fun and engaging, but your emails sound like a legal document, customers notice. Make sure your tone is consistent, from social posts to service emails. These exercises don’t just teach; they build a culture of care. Action Step: Schedule a 30-minute empathy exercise for your team next week.

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

BlueOcean

OCTOBER 4, 2021

In fact, many subscription-based services have designed an ease-of-use/self-serve model that benchmarks the customer experience before that subscriber ever picks up the phone, writes an email, connects via live chat, or drops your brand handle into their social media post.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

CX Accelerator

DECEMBER 31, 2018

She even includes several exercises in the book. I believe you two are connected on social media, but let me know if you’d like to make an email introduction. It directly addresses the challenge you mention, in an easy-to-digest, practical way. Sheri Kendall-duPont would also be a great resource on this topic.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Comm100

OCTOBER 8, 2016

Newsletters, texts, and social media updates can help keep inform your customers about your latest blog posts. Increase your social media presence. Facebook, Twitter, and LinkedIn combined have close to 2 billion monthly active users —for this reason, your company would do well to have a solid social media presence.

Customer Retention 163

Customer Retention Loyalty Strategy Loyalty Programs 163

CX Accelerator

OCTOBER 9, 2018

When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. This includes all the organic feedback not being actively solicited by an organization, such as social media posts, web reviews, emails, customer conversations, and more.

Customer Journeys 160

Customer Journeys Social Media Survey Exercises 160

Comm100

AUGUST 29, 2021

Maybe the most important aspect of any customer interaction is exercising empathy, and an omnichannel approach to support allows you to reach customers where they’re most comfortable. Even though social media is a more open and less formal channel than email, the tone that your agents use should never undercut the concerns of your customers.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

CX Journey

MAY 17, 2017

Don't ignore the learnings and outputs of this exercise. The customer journey can be improved through listening and identifying areas where the journey is failing or causing customers to look for alternatives. How do you know when it's time to redesign or to update your customer listening efforts? It might be time if you.

Survey 159

Survey Feedback Social Media Roadmap 159

Optimove

DECEMBER 10, 2024

These technologies bring creativity back into the marketers hands, empowering them to move faster, exercise greater control, and focus on what truly matters: crafting meaningful, engaging, and innovative campaigns. Now, the balance is shifting with the integration of AI and Generative AI (GenAI) into the marketing stack.

Multi-Channel 52

Multi-Channel Analysis Social Media Exercises 52

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

C3Centricity

AUGUST 9, 2015

In addition, I have found that both these exercises can be a great way to improve your image with the retailer and may even warrant special treatment for your brand. It is both a rewarding and useful exercise to do. A third way for you to make these less direct connections is by following social media discussions.

Connections 120

Connections Social Media Retail Exercises 120

ECXO

MARCH 6, 2025

These tools can gather customer feedback from multiple channels (email surveys, web feedback forms, support calls, social media, etc.), This exercise makes it clear where the experience is falling short. analyse sentiment, and trigger alerts for immediate follow-up.

B2B 339

B2B Customer Journeys How To Effort Score 339

C3Centricity

AUGUST 13, 2018

Which social media channels are most popular with category users? Have you run any such customer connection exercises, or built a competitive library of products in your own organisation? What is their biggest frustration in shopping for the category? What differences are there in the way the category’s brands are displayed?

Advertising 212

Advertising Social Media Exercises Course 212

DCX

DECEMBER 24, 2024

👉 If you enjoyed this newsletter and value this work, please consider forwarding it to your friends and colleagues or sharing it on social media. 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful. New to DCX?

Course 52

Course Social Media Roadmap Leadership 52

ShepHyken

AUGUST 14, 2020

The firm provided it for free to policyholders who performed the planned exercise regularly for two years. Consumers who completed the exercise target for the month did not have to pay the watch’s monthly installment. The audience’s social media activity can help understand the type of content in high demand.

Tips 102

Tips Customer Experience Social Media Insurance 102

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. Fine-tuning your CX elements is a constant exercise. Highlight your most valuable customers on your social media and website.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. For example, share a good or not-so-good real customer story, a customer call recording, or a social media example. While this can feel like it’s “common knowledge” it’s actually what I would call “common understanding.”

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

JULY 12, 2022

The guidebook includes exercises designed to help Customer Listening make sense and have practical application. Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. Get the Free Guidebook. Start with where you’re already listening.

Customer Journeys 143

Customer Journeys Social Media Exercises Feedback 143

Comm100

OCTOBER 17, 2017

With the prevalence of social media and smartphone apps like Yelp and FourSquare offering users an easy and relatively anonymous method of rating any company, it’s very easy for anyone to put up a review that could be read by thousands in the blink of an eye. When this happens, there are two different options available.

Customer Service 173

Customer Service Social Media Customer Satisfaction Customers 173

C3Centricity

OCTOBER 22, 2018

As you probably know, actually becoming your customer and seeing the market from their perspective, is one of the exercises I suggest to better understand them. Direct contacts with customers, whether by phone, email, chat, social media or in person, deserve the same detailed introduction. How often do you do it?

Healthcare 285

Healthcare Consumers Customer Service Company 285

Experience Investigators by 360Connext

JUNE 4, 2015

In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping. But if mapping is handled as an exercise in channels , the experiences will continue to be disjointed, inconsistent and frustrating! I really hoped everyone walked away with one big idea.

Omni-Channel 110

Omni-Channel Customer Journeys Exercises Social Media 110

Customer Bliss

MAY 3, 2017

It’s one of the main reasons why we continue to see stories of service failures (and the resulting customer outrage that ensues) all over social media. Many companies hire, onboard, develop and manage service reps the same way they did 30 years ago. Customer satisfaction has been in a freefall for four years running.

Self Service 134

Self Service Customer Service Contact Center Airlines 134