ECXO

JANUARY 21, 2025

Sophie left the meeting discouraged but not surprised. Meanwhile, negative reviews flooded social media and online marketplaces. Action: Create multiple channels for feedback (surveys, social media, support tickets) and set up a system to analyze and act on it. Customers are flocking to them because its easier.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

ECXO

DECEMBER 25, 2024

Align with their values: Sustainability, social responsibility, and ethical practices increasingly influence purchasing decisions. But meeting these expectations effectively requires companies to truly listen to their customersa fundamental pillar of excellent customer experience. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 23, 2024

Introduce loyalty programs to reward long-term customers for their continued use of your banking services. By offering benefits like cashback offers, you can drive both customer satisfaction and loyalty. Offer 24/7 customer service across multiple channels, including mobile apps, social media, chatbots, and live chat.

Banking 195

Banking Customer Experience Effort Score Financial 195

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

MARCH 11, 2025

Step 4: Moderating Social Media & Marketplace Queries Customer experience doesnt stop at email and chat, a CX Manager also regularly monitors: Amazon & Sephora product Q&A sections making sure common questions are answered. Testing a points-based loyalty program where customers earn discounts on future purchases.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. Faced with poor customer service, 20% of consumers would complain publicly via social media. ( New Voice Media ). New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Lumoa

FEBRUARY 2, 2023

5 Strategies to Improve Customer Experience in Your Store Understand Your Customers Create a Consistent Customer Journey Modernize Your Technology Measure Customer Satisfaction Implement a Loyalty Program The Future of Customer Experience in Retail Wrapping It Up What is Customer Experience and Why Is it Important?

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

BirdEye

DECEMBER 28, 2024

Meet diners on the first page of Google Want to see the impact of Birdeye on your business? Location-specific content can help you meet diners at different stages of their decision-making process and build a relationship even before they need a restaurant booking. Watch the Free Demo Now. See Pricing FREE DEMO 6.

Tips 97

Tips Social Media Chatbots System 97

InMoment XI

AUGUST 1, 2024

Customer sentiment analysis involves using natural language processing (NLP) and machine learning techniques to analyze customer feedback from various sources— think social media, reviews, surveys, and more. First, collect feedback from various sources, including social media, reviews, surveys, and support interactions.

Measurement 195

Measurement Effort Score How To Hotels 195

ShepHyken

APRIL 26, 2021

How 5 Brands Adapted Their Loyalty Programs for a Post-Covid World by Stephanie Miles. Street Fight) Here’s how five brands have navigated the changes and adapted their loyalty programs to meet new consumer demands. How to Provide Great Customer Service on Social Media by Atlanta Small Business Network.

Customer Service 140

Customer Service Loyalty Programs Social Media Contact Center 140

CSM Magazine

MARCH 14, 2025

As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. This affects everyone.

Loyalty 52

Loyalty Trends Strategy Loyalty Programs 52

InMoment XI

JANUARY 17, 2024

With the prevalence of online reviews and social media, managing and enhancing guest experiences is crucial to maintaining a positive brand image. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. Guest experiences impact reputation. Guest experience management isn’t reactive.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

InMoment XI

FEBRUARY 7, 2024

They’re engaging with hotels from any number of channels, including web browsers, mobile apps, messaging channels, social media, and review sites—among others. Today, AI-powered digital assistants or chatbots enable hotels to meet these expectations. They expect instant engagement—any time of day.

Hotels 195

Hotels Guest Experience Travel Social Media 195

Happy or Not

DECEMBER 17, 2024

Customer retention and customer loyalty are crucial indicators of a successful voice of the customer program, and customer loyalty program examples can further demonstrate their impact. Step 4: develop a plan to act on customer feedback A winning VoC program requires action based on the feedback collected from customers.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Effort Score 36

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

InMoment XI

OCTOBER 3, 2024

While these strategies can vary based on your business model or resources available to your customer experience program, these proven strategies can help any organization reduce customer churn and improve customer retention. 79% of consumers say that loyalty programs caused them to purchase from an organization more frequently.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Thematic

OCTOBER 30, 2024

Strip away all the fluff, and your organization's success ultimately hinges on one thing—how well your products and services meet your customers' needs, wants, and desires. Social media : Social media listening can collect customer feedback on social media platforms, capturing real-time opinions and trends.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Think Customers

JANUARY 17, 2025

When choosing when and where to adopt new technologies, brands should focus on how they can improve the customer journey and meet business goals, said Trang To, vice president of omni at Tapestry, which owns luxury fashion brands including Coach and Kate Spade. Technology is not there to substitute; its there to support. In 2025, 37% of U.S.

Report 52

Report Data Retail Social Media 52

CSM Magazine

OCTOBER 21, 2024

When you understand their goals and challenges, you can tailor your solutions to meet their specific needs, leading to increased customer satisfaction. Provide options such as email, live chat, social media, and phone support to ensure that customers can reach you via their preferred method.

Tips 52

Tips Customer Experience Social Media Customer Centricity 52

CSM Magazine

MARCH 28, 2025

Great customer service is about consistently going the extra mile to meet and exceed customer expectations. Be Available Across Channels Ensure customers can reach you on their preferred platform, whether its email, phone, live chat, or social media. Respond Quickly Speed is critical.

Customer Service 52

Customer Service Self Service Effort Score Loyalty Programs 52

Comm100

FEBRUARY 10, 2022

Netflix then uses this information to personalize its content recommendations and meet your preferences—leveraging the power of personalization to engage with its users. Glossier’s customer service department responds to buyer messages and comments on social media.

Self Service 130

Self Service Customer Service Strategy How To 130

Storyminers

AUGUST 21, 2018

If you need to reach multiple generations, understand that the way older people absorb content is different from someone raised on social media. For example, if you currently have a full roster of baby boomer customers and want to also add some Gen Z into the mix, you’ll want a social media presence. Vary Your Content.

Customer Experience 124

Customer Experience Social Media Infographics Advertising 124

GetFeedback

JUNE 11, 2019

In this article, we’re sharing the four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand. Brand loyalty is driven by emotional connections. Conclusion on customer loyalty.

Study 170

Study Loyalty Connections Loyalty Programs 170

CSM Magazine

FEBRUARY 19, 2025

Todays customers expect a fast, efficient, and personalized dining experiencean expectation that AI meets through targeted innovations. Beyond menu personalization, AI also enhances loyalty programs and targeted promotions. These advancements are especially relevant in an increasingly digitalized market.

Customer Experience 52

Customer Experience Chatbots Social Media Wait Times 52

delighted

OCTOBER 3, 2024

Social commerce meets customers where they are Social media is now more than just a marketing channel: it can also serve as an extension of your storefront. In fact, 67% of customers have shopped via social media this year. What’s contributing to this rapid rise in social commerce?

Ecommerce 93

Ecommerce Retail Trends Social Media 93

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

Comm100

JUNE 13, 2018

Other specific marketing actions to consider are email campaigns, social media publications, in-app push notifications, and paid advertisements. Manage Your Social Media. Keep your social media strategy sharp during the holiday season, and be open to serving customers on this popular channel.

Tips 168

Tips Self Service e-support Social Media 168

Currency Alliance

MAY 9, 2017

But getting real value from loyalty programs has become harder and harder. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs. The typical consumer is now a member of lots of programs.

Loyalty Programs 40

Loyalty Programs Loyalty Social Media Consumers 40

Currency Alliance

NOVEMBER 22, 2016

But getting real value from loyalty programs has become harder and harder. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs. The typical consumer is now a member of lots of programs.

Loyalty Programs 40

Loyalty Programs Loyalty Social Media Consumers 40

Customer Bliss

JUNE 6, 2017

As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. Prior to joining Peloton, Brad led strategy and global operations for Starwood Preferred Guest (SPG), Starwood Hotels’ award-winning loyalty program with over 21.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

CSM Magazine

JANUARY 27, 2025

Thats why customer segmentation is so importantit lets you tailor your service to meet specific expectations. Think of it like walking into a coffee shop where they already know your orderit shows you care and goes the extra mile to meet their preferences. How do you segment your customers effectively?

Customer Service 52

Customer Service Multi-Channel Chatbots Social Media 52

BirdEye

JULY 5, 2023

Grow brand awareness – Satisfied customers are likely to share their stories and promote your business in their immediate circle via word of mouth or social media channels. This way, they can ensure the product or service meets expectations and obtain suggestions on how the business can improve the customer experience.

Examples 98

Examples Strategy Marketing Social Media 98

Oracle

FEBRUARY 13, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report.

Trends 95

Trends Loyalty Loyalty Programs Retail 95

Optimove

NOVEMBER 26, 2024

However, customers today interact with brands across multiple channels, including SMS, in-app messaging, social media, and direct mail. Key Considerations for Transition: Phase 1 (Email Focus): Start by optimizing the email program with robust data analysis, clear segmentation, and personalized messaging.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

delighted

OCTOBER 22, 2024

Awareness Customers can become aware of your brand in a variety of ways, including word-of-mouth referrals, search engine results, paid advertising, or influencer endorsements on social media – in fact, an estimated 106.8 million people shopped on social media alone last year. Loyalty programs are a great place to start.

Customer Journeys 52

Customer Journeys Ecommerce Social Media Net Promoter Score 52

C3Centricity

AUGUST 26, 2019

I, therefore, thought it was useful to review the major points to keep in mind, when a business wants to collect information about its customers in order to offer products and services that better meet their wants and desires. More and more CPG companies and brands now offer a loyalty program, especially to their higher-value consumers.

Customer Centricity 189

Customer Centricity Fashion Airlines Customers 189