Russel Lolacher

JANUARY 25, 2021

CONSIDER GETTING SOCIAL . Social media, done well, is an amazingly effective tool at building social capital. The strength of social media is in the “social” portion of the tools: the accessibility and the approachability that comes with connecting with people on a regular basis.

Social Media 119

Social Media Government Fashion Engagement 119

Experience Investigators by 360Connext

MAY 27, 2015

And then I read Ann Handley’s book Everybody Writes and realized she was on to this idea, too. Her book has become a valuable resource for me and lives within arm’s reach when I’m writing. At each milestone in the customer journey, communication should be relevant, personalized AND relate back to the overall mission.

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

Beyond Philosophy

SEPTEMBER 11, 2017

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. And while we’re at it, let’s create hundreds of social media posts to match with each of those emails.

Communication 153

Communication Social Media Omnichannel Advertising 153

Experience Investigators by 360Connext

MARCH 30, 2015

One of the smartest experts on this subject is Andy Crestodina , co-founder of Orbit Media and the author of Content Chemistry. This is a fantastic resource of a book! Content marketing is here to stay, and as a one-to-one marketing and communications strategy , it can be very powerful. I’m a believer.

Marketing 211

Marketing Social Media Blog Consulting 211

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

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. Empowered Employees Outshine "By the Book" Service. Who came up with the most creative social media campaign or packaging design for bandages?

2013 274

2013 E-support 2014 Social Media 274

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. Much of what makes for exceptional experiences is simple, clear, and transparent communication.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

BirdEye

APRIL 1, 2025

In 2025, your hotels online reputation acts as a silent front desk by: Shaping how potential guests perceive your brand Influencing their booking decisions setting expectations for the entire guest journey Now what lies at the heart of that reputation? It leads to more impressions, clicks, and ultimately, more hotel bookings.

Hotels 52

Hotels 2025 Books Management 52

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. The issue with communicating with your customers online can result in your words being lost in translation. Do you speak Internet?

Communication 125

Communication Blog Social Media Feedback 125

CX Accelerator

MAY 25, 2022

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

2005 316

2005 2012 Social Media Contact Center 316

Customer Bliss

MAY 25, 2018

As you may know, I’ve just released a new book, Would You Do That To Your Mother? The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below. There’s a method to this! ” Step 2.

Culture 277

Culture Books Hotels Social Media 277

GetFeedback

JULY 19, 2019

Digital channels provide fairly straightforward ways to gauge customer attitudes based on social media posts and online review, but the volume of available data can be vast, and the implications can be unclear. I released a modern customer service book called “Hug Your Haters: How to Embrace Complaints and Keep Your Customers.”

Social Media 262

Social Media Webinar Feedback Books 262

Experience Investigators by 360Connext

APRIL 9, 2015

Some companies aim higher and try to express the values and responsibilities of the brand, but very few manage to communicate this successfully. Blog Customer Experience Featured brand promise communication Customer-Centric customer-focused linkedin mission statement' Barnes & Noble.

Customer Focused 235

Customer Focused Multi-Channel Customer Centricity Magazine 235

Beyond Philosophy

OCTOBER 4, 2019

They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. We talked about advertising and communication in a recent podcast. We talked about advertising and communication in a recent podcast.

Communication 25

Communication Marketing Advertising Social Media 25

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

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. You need to recruit, to grow and to serve more customers.

Social Media 277

Social Media Consulting Banking Blog 277

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. The output from the meeting was a "team charter" that outlined how they would communicate with each other.

Culture 244

Culture 2019 Contact Center Leadership 244

InMoment XI

JUNE 7, 2024

With the increased usage of online review platforms and social media, guests hold unprecedented power to shape public perception. Positive reviews and glowing recommendations can drive bookings, while negative reviews can deter potential guests. Hotel reputation management has never been more important.

Hotels 195

Hotels Management Social Media Hospitality 195

Experience Investigators by 360Connext

APRIL 27, 2015

I had the great opportunity to discuss this and other ideas with Mark Schaefer , marketing expert and blogger, speaker and author of several best-selling books. His latest book, The Content Code , illustrates how any business can ignite their content to lead to actual business results. How can anyone break through the noise?

Social Media 190

Social Media Books Consulting Reference 190

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. With the prevalence of online reviews and social media, managing and enhancing guest experiences is crucial to maintaining a positive brand image. More on this later.)

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

InMoment XI

FEBRUARY 7, 2024

Generic, one-size-fits-all communication and experiences aren’t an effective way to reach them. 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

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. Messina is an expert on this subject. Many times, these interactions surprised Messina.

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. But we want to call out the impact of social media in the hands of customers whose expectations haven’t been met.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. Well, there you have it.

Books 169

Books Social Media Customer Service Training Reference 169

Beyond Philosophy

MAY 11, 2023

Companies can engage with customers via social media, email websites, community forums, and other spaces where they’ve communicated or consumed content or consuming content.” So, for example, the HubSpot definition sounds a bit like the old idea of integrated marketing communications.

Customer Engagement 157

Customer Engagement Engagement Social Media Definition 157

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Integrate these conversational AI agents across various channels, including websites, mobile apps, social media, and messaging platforms.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. A study from Applied Marketing Science in collaboration with the social media company highlights the importance of acknowledging negative tweets.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Alida

SEPTEMBER 22, 2016

According to Vanderbilt, social media and our sharing economy have transformed how people’s tastes are influenced by others. Look forward to reading his book! To launch an insight community successfully requires strategic planning, such as gathering stakeholder buy-in and consulting brand guidelines.

2016 267

2016 Innovation Marketing Insights 267

CSM Magazine

MARCH 19, 2025

AI-powered communication is raising the bar, offering instant support and personalized product recommendations that feel surprisingly human. By analyzing customers spending habits and financial goals, AI provides instant guidance on budgeting, investing, and planningeliminating the need to book an appointment. Companies like NextLevel.AI

Customer Satisfaction 52

Customer Satisfaction E Commerce E-support Banking 52

InMoment XI

APRIL 3, 2024

But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. Word spreads fast in the age of social media and a bad digital experience can hurt a brand’s reputation. It sets the tone for the entire company/consumer relationship.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Customer Bliss

SEPTEMBER 29, 2016

The communication isn’t always ideal. I’ll give you a quick example from my book CCO 2.0. In most companies, marketing runs social media. Well, social media is a huge channel for customer feedback — and customer complaints. Have you had customer complaints about this brand or restaurant?

Social Media 239

Social Media Metrics Customers Brands 239

CSM Magazine

MARCH 30, 2020

Wherever you’re working, what’s most critical is how and what is communicated by the business leaders to their teams. Develop a Unified Communication Model . You need to communicate early and often with all your key stakeholders throughout this crisis. Communicate Timely and Often. Involve Key Stakeholders .

Communication 119

Communication Government Fashion Airlines 119

BirdEye

NOVEMBER 22, 2024

Consumers research businesses online before booking an appointment or purchasing a product – what they see here greatly matters. Online reputation management in Australia – Key components A strong online reputation management strategy has four key components: reviews, listings, social media, and customer experience.

Multi-Channel 52

Multi-Channel Management Social Media Customer Centricity 52

Thematic

APRIL 1, 2025

Social Media & Reviews: Tweets, Facebook comments, and app reviews offer unfiltered opinions. This comprehensive approach prevents a narrow focus; you don’t want to base decisions only on survey data if social media is aflame with a separate issue, right? Book free guided trial of Thematic 3.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. You can embody what your company is about with your responses on social media platforms. View this post on Instagram.

Innovation 162

Innovation Social Media Technology Brands 162

Beyond Philosophy

MAY 22, 2017

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. Social Media and its Influence on CX. So where should you be focusing your CX? Online, or in-store?

Social Media 144

Social Media Consulting Interaction Call Center 144