eglobalis

FEBRUARY 3, 2025

As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments.

B2B 385

B2B Customer Experience 2014 Customer Satisfaction 385

GetFeedback

NOVEMBER 20, 2019

But one sometimes overlooked method of collecting feedback is by meeting your customers where they are— distributing surveys through social media. . Why social media is a gold mine of customer feedback. billion people use social media. . And of those 2.82 billion people, many are your customers. .

Social Media 284

Social Media Feedback Customers Customer Centricity 284

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. What is Restaurant Reputation Management?

Feedback 195

Feedback Management Social Media 2024 195

eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. For instance, Accentures research shows that 48% of B2B buyers prefer suppliers who provide personalized interactions tailored to their unique needs.

B2B 421

B2B Loyalty Workshop Loyalty Programs 421

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 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. Customer experience is how your customers perceive their interactions with your company. companies $136.8

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

InMoment XI

DECEMBER 18, 2024

They provide a central platform for handling customer interactions across various channels. Personalized interactions help drive revenue growth by fulfilling customer needs and converting prospects. These positive results support seamless interactions that satisfy customer needs. It increases sales and conversions.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

ShepHyken

DECEMBER 22, 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. My Comment: Were winding down the year, and I cant think of a better article to read to prepare for 2025. Cheers to an incredible year ahead!

Article 77

Article 2024 2025 Customer Service 77

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 152

Social Media Customer Service Document Reference 152

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

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 134

Social Media Brands Customer Service E Commerce 134

Help Scout

AUGUST 12, 2021

Social media has been part of our online lives for a couple of decades now. Providing customer service over social media is much newer, tied closely to the growth of ecommerce and online business. Do you need to offer support on social channels? Sprout Social shares some social response time insights here.

Social Media 145

Social Media Customer Service Strategies Customer Service Management 145

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Sales and delivery teams provide invaluable data through regular customer interactions.

Customer Experience 453

Customer Experience Customer Centricity Net Promoter Score Government 453

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

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.” Interact with the chatbot on your website. Pay attention to social media. Many companies do a lot of talking on social media but not enough listening. Author: Jeremy Watkin.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

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 453

NPS Feedback Net Promoter Score B2C 453

GetFeedback

FEBRUARY 15, 2019

Customer experience includes all interactions between the organization and the customer from start to finish of the entire business relationship. A helpful way to do this is to create personas based on the types of customers that interact most frequently with the customer service team. What is customer experience (CX)? Not exactly.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success.

Metrics 422

Metrics Customer Success 2024 2023 422

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Text from sales team interactions. . Perception is reality.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InMoment XI

DECEMBER 22, 2022

This article is designed to give you InMoment’s take on what voice of customer examples look like. This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! Step #3: Understand Your Customer Data. The result?

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

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

CSM Magazine

NOVEMBER 26, 2024

As expectations rise, companies are increasingly turning to advanced platforms like MarketOwl to harness AI for customer engagement and deliver seamless, personalized interactions across various channels. Personalization and Customized Content AI’s ability to deliver tailored experiences has revolutionized how brands interact with customers.

Interaction 52

Interaction Engagement E Commerce E-support 52

InMoment XI

NOVEMBER 13, 2024

Here are the key steps for using data analysis to predict churn: Collect and Prepare Data Select and Train a Model Analyze Predictive Patterns Take Proactive Action Collect and Prepare Data Consider diverse data sources that capture customer interactions and behaviors. Begin by analyzing key indicators within your model’s output.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. Our employees are trained to listen for and include those small pieces of information in the guest’s file – so the next agent who interacts with that guest can reference the small details.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

BirdEye

JANUARY 11, 2023

Social media is a daily part of our lives, but many companies still have questions about it. These are just a few of the social media questions that businesses are asking. In this blog post, we’ll answer 25 of the most important social media questions. Social media questions: The how?

Social Media 98

Social Media Multi-Channel Advertising 2002 98

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

InMoment XI

DECEMBER 10, 2024

Use surveys and social media monitoring to capture insights into customer experiences. 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. Leverage analytics to understand their pain points and goals.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

JANUARY 9, 2024

B2B customer experience can refer to the interactions and overall relationship between a business and its business customers. It may also refer to a digital benchmark: your customers’ interactions on your website, mobile app, or software dashboard. What is B2B Customer Experience? Why is B2B CX Important? Customer relationships.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

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. . Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Why a CX Mission Statement Matters — And How to Create One. Article] Want Greater CX Success?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

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

DECEMBER 29, 2022

Social media is one of the most important marketing tools companies have to connect with people and promote their products. However, measuring the success of social media campaigns can be challenging. Table of contents What are social media metrics? Social reach 2. What are social media metrics?

Social Media 98

Social Media Metrics Net Promoter Score Return on Investment 98

Retently

NOVEMBER 13, 2024

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. Increased smartphone and internet accessibility means more people can interact with VFRs.

Retail 144

Retail Social Media Technology Brands 144

BirdEye

MARCH 29, 2023

“I am consistent with my social media posting, but I still fail to see an increase in followers or leads.” Does generating leads and building a more prominent brand for your business through social media seem challenging? Table of contents What is social media engagement? Does this sound like you?

Social Media 98

Social Media Engagement Metrics Measurement 98

Experience Investigators by 360Connext

OCTOBER 27, 2020

Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction. Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

BirdEye

JANUARY 6, 2023

Understanding social media algorithms can be the difference between success and failure. In this article, we’ll teach you everything you need to know about the most well-known social media algorithms and explore ways to help your company rank. Table of contents What are social media algorithms?

Social Media 19

Social Media Sports Download Engagement 19

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