CX Accelerator

JUNE 8, 2020

Listening to call recordings is time-consuming work. That’s why ,, Schulbert Koleka , Business Manager at Standard Bank Malawi, recommends, “Initiate the conversation. Pay attention to social media. Many companies do a lot of talking on social media but not enough listening. I found this to be a gold mine.”.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

CloudCherry

MAY 8, 2018

For quite a while, banks were eyeing fintech startups as their main foes. They invested in technology to compete with these startups and to improve customer experience in banking. There seems to be a bigger threat to banks coming from a different direction, namely tech companies. But the landscape is constantly changing.

Banking 220

Banking Financial Retail Social Media 220

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

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

Thematic

MARCH 20, 2025

Every day, customers leave a trail of feedback in online reviews, social media posts, and surveys. In fact, 56% of consumers don’t complain about a bad experience—they just leave. Atom Bank , as the UK’s first app-only bank, used customer review analysis to stand out in the market.

Social Media 62

Social Media Banking 2027 Roadmap 62

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

We started to bank via drive through in 1946! While the brand may consider it convenient to offer in-store pickup, the consumer may not want to wait the several days and then still have to go to the store to pick up their items. Banking is touting mobile photo check deposits and other conveniences.

Banking 282

Banking Loyalty Retail Social Media 282

GetFeedback

NOVEMBER 25, 2019

Banks: 81%. Consumer Shipping: 78%. Internet Social Media: 72%. Below is the complete list of the newest CSAT benchmarks. Airlines: 73%. Ambulatory Care: 77%. Apparel: 79%. Athletic Shoes: 79%. Automobiles and Light Vehicles: 82%. Breweries: 85%. Cellular Telephones: 79%. Computer Software: 79%. Credit Unions: 81%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

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. 80 percent of consumers would switch financial institutions for a better experience. More on this later.).

Banking 123

Banking Customer Retention Customer Experience Financial 123

Thematic

APRIL 3, 2025

Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful. Exponential growth in unstructured data (social media, emails, customer feedback). Let’s start.

Marketing 62

Marketing 2030 E Commerce Social Media 62

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

GetFeedback

SEPTEMBER 13, 2018

It also avoids customers spreading bad press, making it more difficult to get more new customers in the future: 95% of consumers have taken action as a result of a bad experience. And of those consumers, 85% wanted to warn others about doing business with the company. 63% of consumers read negative reviews via social media.

Net Promoter Score 247

Net Promoter Score Customer Journey Mapping NPS Customer Journey 247

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. Companies like Starbucks actively engage with customers on social media, addressing inquiries and resolving issues promptly.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

ReviewTrackers

APRIL 7, 2021

Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. After all, reputation is the key to building public and consumer trust. A great reputation can set a bank apart from its competitors. This leads us to the question: what is bank reputation risk management?

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. After all, reputation is the key to building public and consumer trust. A great reputation can set a bank apart from its competitors. This leads us to the question: what is bank reputation risk management?

Banking 90

Banking Management 2012 Social Media 90

ReviewTrackers

JANUARY 18, 2018

Online reviews are one of the most accurate indicators of customer experience for banks, insurance providers, and financial services organizations. Building consumer trust in banking and financial services. According to an IBM survey , only 43 percent of consumers trust the insurance industry. Harnessing online reviews.

Banking 17

Banking Financial Insurance Brands 17

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. References Emplifi. link] Accessed 9/9/2024.

Customer Experience 195

Customer Experience Customer Journey Mapping Social Media 2024 195

Thematic

MARCH 20, 2025

Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media. In fact, 70% of consumers say they can see a clear gap between companies that use AI well and those that don’t. Atom Bank applied this successfully. It’s like trying to drink from a firehose.

Customer Insights 62

Customer Insights Insights Social Media E-support 62

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

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. 80 percent of consumers would switch financial institutions for a better experience. More on this later.).

Banking 89

Banking Customer Retention Financial Seminar 89

NetBase

MAY 9, 2019

Though Social Media Analytics has been a common business tool for nearly a decade now, various aspects still feel mysterious and confusing to those who haven’t followed its progression. What Is Social Media Monitoring? <Currently What Is Social Campaign Analysis? What Is Social Sentiment Analysis?

Social Media 62

Social Media 2019 Airlines Consumers 62

Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example.

Banking 79

Banking Customer Service Social Media 2020 79

ReviewTrackers

FEBRUARY 23, 2017

1 in 5 consumers say they have made a financial decision based on a review or recommendation of a credit card or banking service. 1 in 5 consumers say they have made a financial decision based on a review or recommendation of a credit card or banking service. First Name * Last Name * Phone * Email *.

Banking 106

Banking Financial Social Media Feedback 106

TechSee

OCTOBER 2, 2019

Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. New research on consumer behavior related to churn has revealed that 39% of Americans who canceled a contract with a company in the past 24 months cited customer service as the primary reason for calling it day.

Customer Service 164

Customer Service Social Media Telecommunications Customer Retention 164

CX Accelerator

JUNE 8, 2020

Listening to call recordings is time-consuming work. That’s why ,, Schulbert Koleka , Business Manager at Standard Bank Malawi, recommends, “Initiate the conversation. Pay attention to social media. Many companies do a lot of talking on social media but not enough listening. I found this to be a gold mine.”.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

Thematic

MARCH 20, 2025

In fact, 70% of consumers notice a clear gap between companies that use AI effectively in customer service and those that don’t. Just look at Atom Bank. surveys, reviews, social media, support tickets, sales data). Remember Atom Bank? Enhance marketing effectiveness with data-driven messaging.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

Comm100

APRIL 9, 2021

If a consumer has a positive experience in one industry, they’ll expect it in another. 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. Wait times are key to any customer service team.

Banking 94

Banking Financial 2021 2020 94

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Consider a mobile banking app that recently updated its user interface. These sources include surveys, social media, reviews, and customer support interactions.

Insights 243

Insights E Commerce Customer Experience E-support 243

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. Efficient and accurate market research Traditional market research methods can be time-consuming and costly.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

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

ReviewTrackers

APRIL 21, 2021

List of Banking Review Sites to Track. Online reviews are one of the most accurate indicators of customer experience for banks, insurance providers, and financial services organizations. They are also a major reputation factor and a key source of information for consumers. Harnessing online reviews.

Banking 65

Banking Financial Insurance Social Media 65

Joe Rawlinson

SEPTEMBER 30, 2015

Since consumers have developed a habit of checking online reviews before purchasing a product, it’s in your best interest to learn how to handle negative reviews. You can do it with the use of various social listening tools – some of them will cover much more than social media. Learn how review websites work.

Social Media 146

Social Media Customers Consumers Banking 146

Thematic

FEBRUARY 23, 2025

Data Integration : The ability to analyze data from multiple sources, including text analytics for social media , customer support tickets, and emails. Assess data sources: Do you need insights from customer reviews, surveys, or social media conversations? CCPA (California Consumer Privacy Act - U.S.):

Social Media 62

Social Media E-support Feedback Insights 62

InMoment XI

JANUARY 10, 2024

In an omnichannel contact center, customers can interact with a business through channels such as phone calls, emails, chat, social media, and more. Traditional analysis of such data can be time-consuming and challenging due to its unstructured nature, but AI-driven solutions bring efficiency and accuracy to the process.

Contact Center 195

Contact Center Omnichannel Customer Satisfaction Retail 195

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. The Journal of Consumer Research has found that more than 50% of a customer experience is based on emotions: People remember how you made them feel.

Customer Experience 152

Customer Experience Management Return on Investment Banking 152

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

Thematic

JANUARY 29, 2025

Let’s face it—customers are sharing feedback everywhere: surveys, social media, reviews—you name it. Collecting Customer Feedback In 2023, the world created, captured, and consumed a staggering 123 zettabytes of data —that’s like watching 250 million copies of every movie ever made.

Feedback 62

Feedback Net Promoter Score Social Media 2028 62

GetFeedback

JANUARY 6, 2020

Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers. The study also notes increasing usage of online resources (social media, review sites, and vendor web sites) which has pushed sales engagement later in the cycle. .

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195