InMoment XI

NOVEMBER 5, 2024

The mapping platform has been growing in popularity amongst businesses ever since the launch of Apple Business Connect. Apple eventually followed suit by launching Apple Business Connect last year. The free tool allows businesses to manage their profiles and connect with customers directly on Apple Maps.

2024 195

2024 2026 Connections 2012 195

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? Blog Customer Experience Featured Innovation Social Media competition linkedin loyalty measurement metrics retention' This is especially subtle. gorilla is with the experience.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Posts and comments on social media.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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

APRIL 7, 2015

We booked a flight to Puerto Vallerta, Mexico in October. We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. We booked our flight through US Airways , but all our flights were operated by American Airlines. She was confused.

Airlines 307

Airlines Customer Experience Travel Books 307

BirdEye

DECEMBER 28, 2024

This approach enhances SEO for the restaurant website through rich, relevant content and helps build an emotional connection with potential customers before they visit your restaurant. For multi-location restaurants, striking a balance between a global presence and local connection is crucial.

Social Media 97

Social Media Books Demo Events 97

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! This book, her third, is a book for this era for any leader looking to make real change. These 5 Competencies provide the backbone to this book. Pioneering the Role of CCO.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

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

One of my favorite resources for all things digital marketing is Tom Martin ’s book, The Invisible Sale. I used this book as a guide when I started thinking about starting a podcast and it inspired me to think about more content strategies, like our webinar series. It’s risky, but they are trying new ways to reach this group.

Sales 216

Sales Marketing Social Media Books 216

eglobalis

SEPTEMBER 5, 2024

During a conversation with industry leader Sue Nabeth Moore and online insights from Nick Mehta and his books, I’ve come to firmly believe that companies successfully merging these two sets of metrics not only gain deeper clarity into customer behaviors but also unlock new growth opportunities. Let me know in the comments!

Metrics 424

Metrics Customer Success 2024 2023 424

Experience Investigators by 360Connext

APRIL 23, 2015

It organizes all your travel information in one place, so when I land in a strange airport, I can check the app on my phone to remember which hotel I booked and not rely on my memory. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) and the not so good.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

ShepHyken

FEBRUARY 23, 2025

Responsive Customer Service Is Brands Secret to Success by LBB Editorial (LBBonline – Little Black Book) Layla Revis, Sprout Social’s vice president of social, content and brand marketing, tells LBB why brands need customer service presence on social media to stay competitive in 2025 and the brands already succeeding in the space.

2025 82

2025 Article Customer Service Social Media 82

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. Have you ever considered the many, many ways content impacts the customer experience? I’ve dwelled on it.

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

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

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. Impressions 3.

Social Media 98

Social Media Metrics Net Promoter Score Return on Investment 98

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

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! Blog Customer Experience Featured Opinion Podcast Recent News communication content marketing conversion leadership linkedin SEO Social Media'

Marketing 211

Marketing Social Media Blog Consulting 211

BirdEye

DECEMBER 14, 2022

Social media has completely changed the way businesses can grow. If you’re looking to improve engagement and increase your brand awareness, you’ll need to know which types of social media content appeal most to your followers. Electronic books (eBooks) 10. Social media content categories.

Social Media 98

Social Media Entertainment Webinar White Paper 98

Experience Investigators by 360Connext

APRIL 15, 2015

You’re personally connected with EVERY customer when you start, and that connection is why most of them stay with you. When you start a new business, the experience you deliver is based on WHO and not what. You might sell mobile apps, but people buy them from your company because of You. Then the business begins to grow.

Social Media 277

Social Media Consulting Banking Blog 277

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

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

ZocDoc , a growing startup providing online appointment booking for patients and doctors, has an online rating system which patients use to rate their real-life experiences. While booking online might be very convenient, a patient will not return if the experience in the office was not up to their expectations.

Banking 282

Banking Loyalty Retail Social Media 282

BirdEye

SEPTEMBER 4, 2024

We’ll explore how to leverage each platform to its fullest potential, helping you secure more user-generated reviews, valuable customer insights, and, ultimately, more bookings. The social media giant has evolved into a platform where users can find and share travel reviews. Well, don’t be.

Travel 105

Travel Books Hotels Social Media 105

Experience Investigators by 360Connext

MARCH 9, 2015

There are now zillions of books (that’s a lot) focusing on customer experience. The passion is a start, but information and knowledge will help you get a lot farther. Here are some ways you can educate and empower yourself to be the customer experience champion you want to be. Catch up on your reading.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

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

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. Do something similar for leaders From Nate Brown There is a book that really sticks out to me based on your objective. From Erica Marois: I like Karin Hurt’s Book Winning Well. She even includes several exercises in the book.

Culture 244

Culture 2019 Contact Center Leadership 244

Experience Investigators by 360Connext

APRIL 9, 2015

Consider these examples: The company is a leading content, commerce and technology company that provides customers easy and convenient access to books, magazines, newspapers and other content across its multi-channel distribution platform.- Barnes & Noble. Nationwide is on your side. Nationwide.

Customer Focused 235

Customer Focused Multi-Channel Customer Centricity Magazine 235

Customer Bliss

MARCH 2, 2016

The inspiration here: enable your people to be real, and to connect with customers in ways which show personality and a deliberate tone for your brand. These are Tony’s words from the afterword of my book I Love You More Than My Dog , and truer words were never spoken. Another unexpected source for a customer service quote.

Customer Experience 164

Customer Experience Airlines Social Media Leadership 164

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

InMoment XI

FEBRUARY 7, 2024

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. Consumers are using their mobile devices to browse and book hotels. That’s no longer the case.

Hotels 195

Hotels Guest Experience Travel 2023 195

Experience Investigators by 360Connext

DECEMBER 10, 2014

Combine that with the book-end effect, where we remember the last encounter the most, and you can see the survey quickly becomes an inaccurate reflection of what the experience is really like. And higher scores sometimes mean more incentives for the front-line staff and management. Win/win for them. I hope the research around this (numbers!)

Customer Satisfaction 243

Customer Satisfaction Retail Social Media Consulting 243

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

Thematic

FEBRUARY 12, 2025

Did you know that social media is the #1 product discovery channel , with 33% of consumers finding new products through platforms like Instagram and TikTok in the past three months? By analyzing feedback from reviews, surveys, and social media, this technology gives you a clear view of what your customers think and feel.

Marketing 62

Marketing Social Media Net Promoter Score Feedback 62

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

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

Thematic

FEBRUARY 24, 2025

Social media listening – Analyze comments, mentions, and discussions about your brand. Yet, many businesses struggle to connect the dots and gain a holistic view of their customer journey. Social media platforms – Where customers engage with brands, leave reviews and ask questions.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62