InMoment XI

OCTOBER 25, 2024

They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. It allows you to see your overall brand health and current reputation standing. As a result, customers are more likely to stay loyal to your brand and even advocate for it.

Feedback 195

Feedback Management Social Media 2024 195

GetFeedback

NOVEMBER 20, 2019

Collecting feedback allows you to know what your customers think about your brand, your service, and your product; going beyond their simple likes and dislikes and helping you understand and evaluate where you can improve and where you stand among your competition. . Why social media is a gold mine of customer feedback.

Social Media 284

Social Media Feedback Customers Customer Centricity 284

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Social media has been a game-changer here: customers often voice praise or grievances on Twitter, Facebook, or WeChat as their experience unfolds. Instead of explicitly asking How do you feel?,

Banking 326

Banking NPS B2B Social Media 326

InMoment XI

OCTOBER 29, 2024

In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. What Is Customer Loyalty?

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

BirdEye

APRIL 15, 2025

million social media users in the UK, it’s clear that platforms like Instagram, LinkedIn, TikTok, and X (formerly Twitter) are more than just spaces for sharing selfies or updates. Theyre powerful tools that shape public perception and brand identity. Table of contents What is a social media policy?

Social Media 52

Social Media Brands Consulting Demo 52

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. Competitive edge over financial institutions as a result of consistently high member satisfaction leading to positive brand image. As a result, their success relies on the trust their members place in them.

Management 195

Management 2024 Financial Social Media 195

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.”

Article 82

Article Customer Service Social Media 2024 82

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? These tools are essential for understanding how your customers are talking about your brand.

Brands 284

Brands Management Multi-Channel Social Media 284

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. .

Social Media 135

Social Media Brands Customer Service E Commerce 135

eglobalis

JULY 31, 2024

This article delves into the top ten MarTech solutions, that significantly improve CX outcomes. Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

MARCH 21, 2022

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. And to save you some time, we’ve taken those and compiled them into this quick article. Additionally, brands have not figured out how to tap into 85% of data—the unstructured kind—so they miss out on the bigger picture.

Brands 397

Brands Roadmap Webinar Social Media 397

ShepHyken

JULY 2, 2021

This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. 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. .

Social Media 153

Social Media Customer Service Document Reference 153

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. Step #1: Design Your Program. Step #3: Understand Your Customer Data.

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

BirdEye

MARCH 28, 2025

In 2025, real estate social media marketing is no longer optionalit’s essential. With more potential buyers scrolling through social media platforms than ever, real estate agents and businesses must establish a strong social media presence to capture attention, build relationships, and generate leads.

Social Media 52

Social Media Marketing 2025 Events 52

BirdEye

NOVEMBER 18, 2024

” These social media mantras sound simple, but the reality is that you’re spending countless hours staring at blank screens, struggling to create fresh content for multiple platforms. What if you could create a month’s worth of relevant posts in just a few hours while increasing your social media engagement rates?

Social Media 52

Social Media ROI Metrics Engagement 52

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This excellent article/interview will give you even more insight into the importance and power of integrating the two.

Article 75

Article 2025 Customer Service 2024 75

InMoment XI

SEPTEMBER 14, 2023

This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 195

Brands Management Social Media Feedback 195

ShepHyken

DECEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This is an excellent article that breaks down reasons why it’s important, different types of journey maps you should consider, and much more.

2024 78

2024 Article Customer Service 2025 78

Experience Investigators by 360Connext

OCTOBER 5, 2021

Creating a journey map is a helpful way to share and socialize what you learn here. Related: [Article] An Introduction to Customer Journey Storyboarding. Keep your finger on the pulse of social media, user reviews, and customer questions. But it’s not the only way.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Pay attention to social media. And finally, ,, Chiedza astutely reminds us that we can learn a lot from customers by “going over their comments on our social media posts.”

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

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. Use surveys and social media monitoring to capture insights into customer experiences. Another benefit of educating your customers is brand credibility.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your customers are experiencing your brand and their journey with your brand whether you invest in the experience or not. If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . Article] Why a CX Mission Statement Matters — And How to Create One.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

BirdEye

JULY 13, 2023

billion people are active on social media worldwide. Using social media platforms is one of the quickest ways to boost your brand’s visibility and success. That’s why it’s critical for companies to embrace social media optimization strategies. Table of contents What is social media optimization?

Social Media 98

Social Media Advertising Return on Investment Brands 98

GetFeedback

JANUARY 19, 2020

The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Posts and comments on social media.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

GetFeedback

FEBRUARY 15, 2019

A customer who has a positive experience with a company is more likely to remain loyal to that brand, even going as far as to advocate for it online or offline. It’s also extremely important to monitor the social media conversation around your company. Isn’t that the same as customer service? Not exactly.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success.

Metrics 429

Metrics Customer Success 2024 2023 429

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Brian Solis has a compelling article about this very topic. One of the main points is that customer service is becoming the face of a brand.

2021 143

2021 Article Customer Service Contact Center 143

BirdEye

MARCH 10, 2023

Social media is a crucial component of any company’s marketing strategy. With billions of people using social media platforms every day, it’s no wonder businesses are eager to establish a strong online presence. However, simply having a presence on social media just isn’t enough.

Social Media 98

Social Media 2023 Metrics Return on Investment 98

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction.

NPS 461

NPS Feedback Net Promoter Score B2C 461

ShepHyken

MARCH 10, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: As companies and brands use AI to help create personalized experiences, the topics of trust and transparency arise.

2025 71

2025 Article Loyalty Programs Customer Service 71

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Let’s dive in! What’s driving this growth?

Retail 144

Retail Social Media Technology Brands 144

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Forbes Young Entrepreneur Council (YEC) has written an article that gives insights from eight very successful members on how to do exactly that.

2021 153

2021 Article Customer Service Social Media 153

Experience Investigators by 360Connext

AUGUST 3, 2021

All across the internet, at the conferences you attend, in articles not too dissimilar from this one… experts are more than happy to tell you what your customers like, what they don’t like, and what they want. But there’s one very common, very critical component of social listening that many brands overlook….

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. Loyal customers are also more likely to recommend the business to others.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. Social media is also a powerful marketing tool used by businesses of all sizes. We’ll start by discussing some of the key concepts and benefits of using social media. 84% of U.S.

Social Media 98

Social Media Management Multi-Channel ROI 98

BirdEye

APRIL 25, 2023

Social media is essential for businesses to reach a wider audience and build their brand in today’s digital age. However, without a solid social media marketing plan, businesses can miss out on the full potential of social media marketing. Table of contents What is a social media marketing plan?

Social Media 93

Social Media Measurement Metrics Brands 93