GetFeedback

MARCH 4, 2019

An omnichannel customer experience program connects all the channels that a customer may use to receive customers service: email, chat, phone call, social media, text etc. Social media plays a key role in your omnichannel CX plan. But, why is social media so important for a business? Content sharing.

Social Media 186

Social Media Omnichannel Advertising Definition 186

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. 92% of customers feel a poor service experience decreases their loyalty. 92% of customers feel a poor service experience decreases their loyalty. Monitor and respond to social media complaints – and provide effective resolution.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Experience Investigators by 360Connext

JANUARY 23, 2015

Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social Customer Care: Best Practices for Major Engagement.

Customer Care 299

Customer Care Social Media Marketing Webinar 299

InMoment XI

FEBRUARY 3, 2022

We’ve spent a lot of time on the InMoment blog discussing the importance of a seamless experience. And for Gen Z, seamless experiences are table stakes when it comes to maintaining their loyalty. We suggest Microsurveys , social media and review sites, and live chat to gain the intelligence you need to compete for Gen Z’s loyalty.

Employee Experience 397

Employee Experience Brands Social Media Customer Experience 397

Experience Investigators by 360Connext

JANUARY 19, 2015

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. We expect ALL companies to be responsive when we go to them via social media. Studies from Ambassador and Social Bakers reveal how mismatched our expectations are with reality.

Social Media 278

Social Media Customer Service Call Center Consulting 278

GetFeedback

NOVEMBER 19, 2018

Although there are newer versions of the conversion funnel that track the Retention stage at the end, there’s an even better method of measuring and maintaining customer retention: the loyalty loop. How the loyalty loop works. Create your loyalty loop with customer feedback. Measure customer loyalty with NPS.

Loyalty 220

Loyalty Net Promoter Score NPS Customer Retention 220

Thematic

FEBRUARY 12, 2025

Is your business on social media? In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation. But here’s the challenge: millions of posts, comments, and reviews flood social media daily. They need text analytics for social media.

Social Media 62

Social Media Insights Feedback Brands 62

Experience Investigators by 360Connext

DECEMBER 29, 2014

We know they craved information which helped them take action and get results, and that’s what our blog is all about. Social Media ninjas? Subscribe to our blog and newsletter below and we’ll help you amaze and delight your customers while meeting their changing needs. Are you ready to make 2015 even better?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. It's about building real connections and driving strong social media engagement.

Social Media 52

Social Media Hotels Marketing Travel 52

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

OCTOBER 2, 2014

Thanks to social media, that can be a lot more people. We feel valued and provide loyalty in return. This post is part of the Customer Experience Professionals Association’s 2013 Blog Carnival “Celebrating Customer Experience.” Blog Customer Experience Featured business growth CX Day CXPA linkedin'

Customer Experience 297

Customer Experience 2012 2013 2014 297

BlueOcean

DECEMBER 2, 2024

This blog post has consistently ranked as one of our most popular year after year. Paul has earned acclaim for his outstanding management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. That partnership will be essential to improved customer satisfaction and loyalty.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

GetFeedback

FEBRUARY 15, 2019

It’s also extremely important to monitor the social media conversation around your company. A resolution system may also be a good customer support tool which they can access when needed, such as live chat platforms, dedicated social media support, and traditional feedback forms.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s easy to produce a web site or ordering form or blog post without truly considering how it fits into your customer’s world. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Let’s make a routine trip to the drug store something special.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. Because they have 75 unique social media accounts across Facebook, Instagram, and Twitter, they must tailor all of their content to match each local audience’s specific needs and preferences.

Social Media 116

Social Media Management Brands Communication 116

Experience Investigators by 360Connext

NOVEMBER 26, 2014

I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. You can read the rest of the letter here.). However, there are conditions.

Banking 286

Banking 2012 Loyalty Culture 286

BirdEye

JANUARY 12, 2024

Hyperlocal social media marketing allows you to harness this power, turning every digital interaction into a meaningful engagement. In other words, hyperlocal social media marketing ensures that your message resonates with the people who are most likely to visit your store, use your services, or engage with your brand.

Social Media 109

Social Media Marketing Events Advertising 109

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

DECEMBER 17, 2014

Bookmark this blog and subscribe to the Crack The Customer Code podcast ! Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

MARCH 4, 2015

What if that is contrary to long-term loyalty? Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. What do you think?

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Experience Investigators by 360Connext

OCTOBER 9, 2014

To catch up on all the activities and knowledge sharing that went on, check out #cxday on social media. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Blog Customer Experience Featured Recent News' What special ways do you love your customers?

Social Media 279

Social Media Customer Experience Professionals Consulting Events 279

Experience Investigators by 360Connext

JULY 13, 2015

Marketing, advertising, social media, and even the way we incentivize our employees are all focused on getting those new customers to walk in the door. Very recent research on loyalty programs showed how customers are looking for more communication that’s relevant. Reward Investments In Customer Loyalty.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Combine these findings with how customers want to interact directly with technical experts on social media, and it behooves brands to think about compelling ways to let customers in on the preparation. Using social media, brands could post photos on Instagram and tweet out the questions the design team is asking.

Social Media 282

Social Media Consulting Customer Engagement Customers 282

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Great customer experiences foster loyalty. Personalization also serves as a sign of respect for customers’ loyalty and business.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

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

Experience Investigators by 360Connext

NOVEMBER 13, 2014

Loyalty: “What’s in it for me?” ” Meanwhile, more than 80% of the survey respondents said retailer loyalty programs influence where they shop. Starbucks ranked well above others in terms of being a “great loyalty program.” This is another type of reassurance for customers.

Customer Confidence 279

Customer Confidence 2015 Retail Loyalty Programs 279

GetFeedback

DECEMBER 21, 2018

Faced with poor customer service, 20% of consumers would complain publicly via social media. ( New Voice Media ). 47% of consumers would recommend a business to others if it provided better customer service. ( New Voice Media ). New Voice Media ). New Voice Media ). Sprout Social ). Genesys ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

GetFeedback

FEBRUARY 2, 2020

Customer loyalty is at its most basic definition when customers are likely to continue to do business with you. Different companies measure their customer loyalty differently, but an easy way to do it is by looking at a customer’s purchases over their lifetime. The same goes for customer loyalty and its importance.

Loyalty 170

Loyalty Loyalty Programs Rewards Programs Social Media 170

GetFeedback

DECEMBER 26, 2018

By measuring reliably, companies get an honest look at the factors driving and killing brand loyalty. Respond to social media posts. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Customers are vocal over social media too. Survey customers.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

BirdEye

SEPTEMBER 12, 2023

We live in times that demand every business to have some presence on at least 2-3 social media platforms. You can no longer afford not to have a social media strategy for your business. There is heavy competition among brands on social media. Table of contents Why is social media marketing important?

Social Media 105

Social Media Measurement Brands Leadership 105

GetFeedback

JUNE 11, 2019

According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences. Brand loyalty is driven by emotional connections. Conclusion on customer loyalty.

Loyalty 170

Loyalty Connections Consumers Loyalty Programs 170

Experience Investigators by 360Connext

OCTOBER 22, 2014

Understanding your customers’ current situations, and what drives them toward loyalty or defection , is the first step in delivering a superior customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. appeared first on Customer Experience Consulting.

Touchpoint 302

Touchpoint Customer Journey Mapping Customer Journey Social Media 302

Experience Investigators by 360Connext

OCTOBER 13, 2014

Proactive participation in your customer’s experience will pay dividends in loyalty, advocacy and word-of-mouth marketing. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Blog Customer Experience Featured business growth Entrepreneurship linkedin'

Customer Experience 301

Customer Experience Social Media Consulting Loyalty 301

BirdEye

DECEMBER 6, 2022

hours on social media each day – and that number is only expected to increase. Social media has become a major part of our lives, and many platforms offer features that can benefit local businesses. Table of contents Social media marketing at a glimpse Benefits of social media marketing 1.

Social Media 97

Social Media Connections Communication Marketing 97

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

Customer convenience is continuing as a key driver in loyalty , but the desire to get things done conveniently is not new. Convenience creates loyalty online. But convenience online only translates to more loyalty if the experience delivered in real life exceeds expectations, too. We started to bank via drive through in 1946!

Banking 282

Banking Loyalty Retail Social Media 282

Experience Investigators by 360Connext

JUNE 8, 2015

Advocates want to participate to gain access to early releases, gain more loyalty benefits and be part of a community. Social media is another great source to find potential advocates. Don’t confuse advocacy with blind loyalty. Don’t confuse advocacy with blind loyalty. And what is it in for them?

Marketing 279

Marketing Social Media Loyalty Consulting 279

Experience Investigators by 360Connext

MARCH 5, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Service 274

Customer Service Sports Social Media Communication 274