Experience Investigators by 360Connext

APRIL 30, 2015

Just because the customer is not happy in the current situation doesn’t mean they won’t be happy in any situation with your brand. Instead of being brand-obsessed and pointing out why the subscriber is making a mistake by unsubscribing, they respect her enough to know when her mind is made up. Letting customers call the shots.

Brands 266

Brands 2013 2014 Retail 266

InMoment XI

JULY 26, 2024

Brand reputation has become increasingly important in the digital age, one bad review or negative comment can spread like wildfire, potentially tarnishing your brand’s image. Brand Image: Managing negative feedback and highlighting positive experiences helps to build a favorable brand image.

Brands 195

Brands Management Social Media E Commerce 195

BlueOcean

OCTOBER 21, 2024

You have to assume that if that customer had a positive experience – both with your product/service and with your customer service team – they would have continued to buy from you and recommend your brand to others. Book an appointment today. Are you ready to protect yourself against this expense?

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

They might see you are not responding to inquiries or concerns on social media. Remember when we bought books in book stores? These are all big problems for your brand eventually. Blog Customer Experience Featured Innovation Social Media competition linkedin loyalty measurement metrics retention'

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Russel Lolacher

JANUARY 25, 2021

CONSIDER GETTING SOCIAL . Social media, done well, is an amazingly effective tool at building social capital. By establishing and maintaining relationships on a personal level across social platforms, you are also highlighting the value of your brand/organization/program/project for the world to see.

Social Media 119

Social Media Government Fashion Engagement 119

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. Customer Experience (CX) focuses on the overall perception customers have after interacting with your brand.

Metrics 424

Metrics Customer Success 2024 2023 424

InMoment XI

NOVEMBER 5, 2024

Businesses can upload photos, present special offers, and invite users to book reservations from Maps. If you’re already running a promotional campaign on your social media channels, you can boost your efforts by displaying those offers on your Maps listing. A clothes retailer could mention a flat 40% discount on its place card.

2024 195

2024 2026 Connections 2012 195

BirdEye

DECEMBER 28, 2024

Build brand awareness The goal is not to convert diners at every Google search. However, consistently appearing at the top of local rankings boosts brand recall and awareness, eventually leading to a higher lead conversion rate. However, managing a multi-location social media presence can be difficult for restaurants.

Social Media 97

Social Media Books Demo Events 97

Brandwatch CX

JUNE 15, 2022

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 144

Social Media Metrics Measurement Demo 144

Experience Investigators by 360Connext

APRIL 2, 2015

Smart brands are beginning to tap into the peers who are already trusted. One of my favorite resources for all things digital marketing is Tom Martin ’s book, The Invisible Sale. While there is a “self-educated buyer trend” as Tom states, the vast majority of brands haven’t figured out how to respond appropriately to that trend.

Sales 216

Sales Marketing Social Media Books 216

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

ShepHyken

FEBRUARY 23, 2025

B2B Customer Service: 5 Proven Strategies to Drive Success by Foundever (Foundever) What sets leading B2B (business-to-business) brands apart? Why Do Customers Love Certain Brands? by Dan Gingiss (Dan Gingiss) Why do customers love certain brands but not others? Is brand love random, based on the latest viral video?

2025 82

2025 Article Customer Service Social Media 82

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. If you travel a bit, as I do, this app can be a lifesaver. and the not so good. What’s next?

Social Media 218

Social Media Travel Rewards Programs Innovation 218

BirdEye

APRIL 1, 2025

Proactively managing guest reviews allows hotel brands to engage with guests, showcase their service excellence, and build a positive reputation in a competitive market. To actively shape your hotels online reputation and use it as a strategic lever to drive more bookings, earn loyalty, and position your hotel as a top choice in your area.

Hotels 52

Hotels 2025 Books Management 52

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

BirdEye

DECEMBER 12, 2022

Over 90% of marketers use social media as part of their marketing strategy because they know it’s a powerful tool. However, coming up with social media post ideas can be challenging and time-consuming. To help you get started, here are 20 simple social media post ideas you can use today. Table of contents 1.

Social Media 98

Social Media Marketing Events Culture 98

BirdEye

MARCH 27, 2025

Your Instagram username is more than just a handleits your brands digital first impression. Yet many businesses overlook this step and choose usernames that are hard to remember, unsearchable on social media platforms, or dont align with their brand identity. Looking for Instagram username ideas?

Brands 52

Brands Social Media Automotive Healthcare 52

BirdEye

MARCH 22, 2023

Including social media in your marketing strategy is crucial to maximizing your leads. However, running a business can be time-consuming, and implementing social media plans may require assistance. Posting consistently is the number one way to achieve your goals on social media.

Social Media 98

Social Media Multi-Channel E-support Management 98

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

BirdEye

DECEMBER 14, 2022

Social media has completely changed the way businesses can grow. With a single post, you can catch the eye of millions and make your brand a household name overnight. In this article, we’ll cover 10 different types of social media content that can help your business grow online. Electronic books (eBooks) 10.

Social Media 98

Social Media Entertainment Webinar White Paper 98

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, then you understand that customers want convenience on their terms, not yours. Customers want convenience on their terms, not yours.

Banking 282

Banking Loyalty Retail Social Media 282

Experience Investigators by 360Connext

APRIL 9, 2015

When beginning an initiative to improve the customer experience, referring back to the brand promise is essential. Your brand promise is a means for setting customer expectations , but is typically written from the company perspective. How do you want customers to experience your brand? Barnes & Noble. Barnes & Noble.

Customer Focused 235

Customer Focused Multi-Channel Customer Centricity Magazine 235

BirdEye

FEBRUARY 4, 2025

But here’s the catch: Reputation management isnt just about tracking online reviewsits about taking control of your brands online reputation across digital channels. Bottom line up front Your brand's online reputation is a business asset. Bottom line up front Your brand's online reputation is a business asset.

Brands 52

Brands Management Multi-Channel Social Media 52

Experience Investigators by 360Connext

APRIL 15, 2015

There are entire books tackling this subject, but if there’s one piece of advice I would offer while scaling your business, it’s this: Communicate your mission, vision and brand promise to each employee each day. Brand Promise – What does your brand promise to your customers? What’s your cause?

Social Media 277

Social Media Consulting Banking Blog 277

Experience Investigators by 360Connext

OCTOBER 1, 2014

It’s a small window of time to allow your words to captivate them without the distractions of social media noise or the 10 tabs they have open in their browser. It’s a chance to show your brand at its finest. Why One Bad Customer Interaction Could Haunt Your Brand. Why would you want to risk screwing that up?

2013 274

2013 E-support 2014 Social Media 274

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

InMoment XI

SEPTEMBER 30, 2024

In fact, up to 94% of people say a negative review or social media comment has deterred them from visiting a business. From Google ratings to social media conversations and even local business listings, every interaction leaves a lasting impression. What is Dental Reputation Management?

Management 195

Management Social Media Feedback Books 195

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

InMoment XI

FEBRUARY 7, 2024

What’s more, they expect brands to adapt to as their needs and expectations inevitably evolve. Real-Time Service, Any Time of Day In the past, consumers would book a hotel by working with a travel agent or picking up the phone. Instead, a recent survey from Statista found that 72% of consumers prefer booking travel online.

Hotels 195

Hotels Guest Experience Travel 2023 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

Thematic

FEBRUARY 24, 2025

Worse, 79% of customers will switch brands if they find a competitor with a better experience. Social media listening – Analyze comments, mentions, and discussions about your brand. Social media platforms – Where customers engage with brands, leave reviews and ask questions.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Brandwatch CX

NOVEMBER 8, 2023

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 98

Social Media Metrics Measurement Demo 98

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. This may be self-service, in-person, phone, email, chat, social media or text message. Before a customer can reach out to get support, there needs to be communication channels in place.

2005 316

2005 2012 Social Media Contact Center 316

InMoment XI

JUNE 7, 2024

With the increased usage of online review platforms and social media, guests hold unprecedented power to shape public perception. With these stakes in mind, your hotel reputation management strategy must be an integral part of your business strategy to keep your hotel competitive with the top brands.

Hotels 195

Hotels Management Social Media Hospitality 195

Beyond Philosophy

FEBRUARY 17, 2020

Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. Now, brands do this all the time, but the direct response was not the norm back then.

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

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

Thematic

MARCH 20, 2025

Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media. AI, on the other hand, can digest massive amounts of customer data in seconds—pulling in insights from emails, chat logs, surveys, reviews, and social media. It’s like trying to drink from a firehose.

Customer Insights 62

Customer Insights Insights Social Media E-support 62