BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week.

Social Media 59

Social Media Multi-Channel Culture E-support 59

InMoment XI

JANUARY 22, 2024

CX will be forever changed in the world of retail banking in the coming years by the unstoppable wake of AI. Hyper-personalization at Scale AI’s role in personalizing the banking experience is, in a word, profound. Efficiency and Accessibility The efficiency and accessibility of banking services is changing, too.

Banking 195

Banking Financial Social Media Customer Centricity 195

eglobalis

JUNE 27, 2024

This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Communication, continuous change management initiatives, and other strategies are essential to this alignment. Effective communication ensures everyone understands and is committed to the CX vision.

Customer Experience 450

Customer Experience Customer Centricity Net Promoter Score Government 450

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Relationships are like banks. That way, there’s always something in the bank for a withdrawal.”. Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It’s in the bank! However, there are conditions.

Banking 286

Banking 2012 Loyalty Culture 286

CX Accelerator

JUNE 8, 2020

That’s why ,, Schulbert Koleka , Business Manager at Standard Bank Malawi, recommends, “Initiate the conversation. 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

PeopleMetrics

MARCH 21, 2014

Last week we wrote about a bank that has exceptional customer service in our post “ How to Amaze Banking Customers: A Simple Story ” This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed. A few hours later, I got a reply from the bank, thanking me for the shout-out.

Social Media 115

Social Media Banking Sports Events 115

ReviewTrackers

APRIL 20, 2021

Customer Acquisition: Banking Strategies. The ways that customers shop for banks and financial services providers have changed. So, therefore, have the methods and strategies for customer acquisition in banking. What does it take to acquire and keep new banking customers? 6 Banking Customer Acquisition Strategies.

Banking 123

Banking Social Media Reference Rewards Programs 123

Experience Investigators by 360Connext

OCTOBER 20, 2014

Venture capitalists want banking statements, not emotional ones. How customer focused organizations communicate has everything to do with BOTH sides of that coin. Blog Communications Culture Customer Experience Featured communication employee engagement Entrepreneurship Groupon linkedin'

Customer Focused 289

Customer Focused Culture Social Media Communication 289

ReviewTrackers

MARCH 24, 2021

Bank Customer Retention: Why It Matters. This holds true for banks and financial services providers, too. That means the relationship does not become profitable for the bank until well into the second year. According to Kantar , banks that lead in the customer experience index have a recommendation rate that is 1.9

Banking 123

Banking Customer Retention Customer Experience Financial 123

GetFeedback

JANUARY 19, 2020

Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Winning CX initiatives use text and social media at least 80% of the time, compared to half of those in a Developing stage. Posts and comments on social media. Customer service agent notes and messages.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Customer-centric Culture & Communications. It’s HR and communications executives who understand they have a culture that ignores the customer. Don’t believe me?

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

APRIL 15, 2015

Much of outr time gets eaten up by things like recruiting, helping customers, paying bills, invoicing, banking, scheduling and ordering lunch. It’s easy to get caught up in the daily routine of operating the business. Scaling a business means having a vision, planning ahead and working towards that vision.

Social Media 277

Social Media Consulting Banking Blog 277

InMoment XI

SEPTEMBER 19, 2024

Customers are also more likely to share their positive experiences through online reviews, social media, or by recommending your brand to others. They might start their journey via social media, a paid ad, a search engine result page, or coming to visit you in person. Here are what you will need to get started: 1.

Customer Experience 195

Customer Experience Customer Journey Mapping Social Media 2024 195

Very Best Service

FEBRUARY 8, 2025

In today's digital age, social media has become a pivotal platform for customer engagement and support. Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

Talkdesk

DECEMBER 23, 2020

Distribution through financial centers: Banks, credit unions and community lenders will receive the applications, review, process and distribute the new tranche of $267.5 Banks and lenders will need to make the PPP process as clear and straightforward as possible to their agents and clients.

Banking 126

Banking Contact Center Insurance 2020 126

ReviewTrackers

APRIL 12, 2019

Customer Acquisition: Banking Strategies. The ways that customers shop for banks and financial services providers have changed. So, therefore, have the methods and strategies for customer acquisition in banking. What does it take to acquire and keep new banking customers? 6 Banking Customer Acquisition Strategies.

Banking 92

Banking Social Media Reference Rewards Programs 92

Experience Investigators by 360Connext

NOVEMBER 20, 2014

According to a Deutsche Bank report , during the last decade the SaaS category grew 11X in market cap value, and its share of the total software market capitalization grew from 2% to 14%. Much of what makes for exceptional experiences is simple, clear, and transparent communication.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. And when you get your bearings with that, you can enhance your company’s presence on social media with tools like Hootsuite or Sprout Social.

Customer Service 255

Customer Service Multi-Channel Social Media Customers 255

ReviewTrackers

APRIL 7, 2021

Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. A great reputation can set a bank apart from its competitors. In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector.

Banking 94

Banking Management 2012 Social Media 94

ReviewTrackers

APRIL 2, 2019

Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. A great reputation can set a bank apart from its competitors. In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector.

Banking 90

Banking Management 2012 Social Media 90

ReviewTrackers

APRIL 1, 2019

Bank Customer Retention: Why It Matters. This holds true for banks and financial services providers, too. That means the relationship does not become profitable for the bank until well into the second year. According to Kantar , banks that lead in the customer experience index have a recommendation rate that is 1.9

Banking 89

Banking Customer Retention Financial Seminar 89

Beyond the Arc

JUNE 2, 2020

Jay Palter and Steven Ramirez discuss social media for banks and credit unions. Social media can be a great way for banks and credit unions to create deep engagement with their brand. If you want to use social channels you have to treat them like a conversation. But of course, it cuts both ways.

Social Media 52

Social Media Banking Blog Brands 52

CX Accelerator

JUNE 8, 2020

That’s why ,, Schulbert Koleka , Business Manager at Standard Bank Malawi, recommends, “Initiate the conversation. 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 182

Social Media Contact Center Call Recording Voice of Customer 182

InMoment XI

NOVEMBER 21, 2022

One best practice for engaging with customers in this way is to design an open communication and feedback channel. Additionally, you should look to other indirect forms of feedback to understand your customers such as review site data and social media mentions.

Loyalty 195

Loyalty Social Media Banking Customer Journey 195

Thematic

MARCH 20, 2025

Just look at Atom Bank. Thematic identified key themes that shaped Levels’ communication strategies and product development​ By automating feedback analysis, Levels uncovered what truly influenced loan applicants’ decisions, leading to more effective marketing and customer engagement. Remember Atom Bank?

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

InMoment XI

JANUARY 10, 2024

An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. In an omnichannel contact center, customers can interact with a business through channels such as phone calls, emails, chat, social media, and more.

Contact Center 195

Contact Center Omnichannel Customer Satisfaction Retail 195

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. For instance, a bank might tweak its mobile app features based on user requests.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

Comm100

APRIL 9, 2021

Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. So how can financial services and banking deliver the best live chat support? Today’s customer service expectations cross over industries.

Banking 89

Banking Financial 2021 2020 89

Inbenta

OCTOBER 30, 2024

Natural Language Processing (NLP) bridges the communication gap between humans and machines by interpreting natural language. It can be applied to social media posts, customer responses, product reviews and more, identifying the feeling, opinion, or belief of a statement and providing data on customers’ choices and their decision drivers.

E Commerce 52

E Commerce E-support Virtual Agent Healthcare 52

Thematic

JANUARY 27, 2025

It’s the process of extracting insights from unstructured textual data—like customer feedback , social media posts , or product reviews—to uncover patterns and trends that drive better decisions. Having found this, LendingTree redesigned communication materials for better transparency.

Banking 62

Banking Customer Satisfaction Feedback Definition 62

Joe Rawlinson

MAY 8, 2019

It’s the old scenario of being on the phone to your bank and being passed on from agent to agent, frequently having to repeat the same information. Engage on social media. Social media can create all manner of problems for customers in that negative comments can be spread like never before.

Customer Service 117

Customer Service Social Media Poor Customer Service Banking 117

TechSee

SEPTEMBER 24, 2019

With the increasing number of customer touchpoints – email, ecommerce sites, self-service channels, social media, and of course physical locations and phone-based service – companies have more opportunities than ever to interact with their customers. Inconsistent experiences do serious damage.

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

Thematic

JANUARY 21, 2025

Have you ever wondered how businesses make sense of thousands of customer reviews, emails, and social media comments? Text analytics acts as a secret decoder for all the text your business interacts with—customer reviews, social media comments, emails, and more. They use text analytics ! So, what is text analytics?

Insights 62

Insights Social Media E Commerce 2030 62

CSM Magazine

JANUARY 27, 2025

Small shifts in communication, support, and responsiveness can create loyal customers who choose your store every time. Direct Communication : For a personal touch, engage with customers one-on-one through live chat or emails. Online wholesale stores deal with a diverse customer base that has varied communication preferences.

Customer Service 52

Customer Service Multi-Channel Social Media Communication 52

SurveySensum

MARCH 5, 2025

Call center text analytics is the process of analyzing customer interactions from call transcripts, chat logs, emails, and other text-based communications. Human communication is complex. With call center text analytics, you can: Identify gaps in agent communication by analyzing customer interactions.

Call Center 52

Call Center Contact Center E Commerce E-support 52

InMoment XI

JANUARY 16, 2024

Here are some real-world examples of Contact Center AI in action: Banking and Financial Services Virtual Agents for Account Inquiries: Many banks employ virtual agents powered by AI to handle routine account inquiries, such as checking balances, transaction history, or updating account information.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195