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.

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

Peter Lavers

NOVEMBER 16, 2017

Remember when we used to talk about “channels and media”? Channel meant physical route to market e.g. retail, wholesale, intermediated, direct, etc. These terms have effectively amalgamated since we started to become “multi channel”. These terms have effectively amalgamated since we started to become “multi channel”.

Multi-Channel 73

Multi-Channel Omnichannel Customer Centricity 2025 73

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. When and How to Transition to Multi-Channel? Many CRM programs, especially post-purchase journeys, often begin with a single channel.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. By focusing on local listings, engaging with customers, and maintaining a consistent brand presence. If your brand also feels invisible, keep reading. A brand's solid online presence thats impossible to ignore.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

Magellan Solutions

SEPTEMBER 14, 2023

Are you looking for ways to keep your customers engaged with your business? 75% of customers prefer contacting customer service via phone , according to a survey conducted by Zendesk. In today’s business environment, customer engagement plays a role in achieving success.

Customer Engagement 98

Customer Engagement Engagement E-support Call Center 98

Kustomer

OCTOBER 28, 2022

Modern customer service looks very different from prior decades. Customers gravitate toward brands that have differentiated customer service, leaving those that don’t in the dust. With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications.

Customer Engagement 93

Customer Engagement Engagement Omnichannel 2002 93

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Optimove

NOVEMBER 13, 2024

By examining key customer segments—new customers, existing customers, and VIPs—the report provides a detailed look at consumer behaviors that can help brands tailor their strategies for peak shopping periods.

E Commerce 69

E Commerce Insights Multi-Channel 2023 69

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. For brands, message relevancy and personalization are key to mitigating marketing fatigue. This post highlights Optimove 2023 surveys of more than 2,000 consumers.

2023 111

2023 Consumers Brands Marketing 111

TechSee

APRIL 28, 2020

On the other, they have to find ways to tailor them to get the best out of each platform, without compromising on their messaging or brand values. Omnichannel – an approach that provides an integrated user experience across multiple customer touchpoints – was once thought to be the be-all and end-all of customer interactions.

Customer Journey 124

Customer Journey Multi-Channel Omnichannel E Commerce 124

BirdEye

OCTOBER 14, 2024

Every multi-location business strives for consistency in customer experience and service quality. Customer interactions often begin with finding a business online, and your listing sets the tone for the entire relationship. For multi-location businesses, local listing management can be a one-size-fits-all solution.

Management 52

Management Multi-Channel Demo Brands 52

BirdEye

MARCH 28, 2025

Multi-location businesses aiming for online visibility and enhanced online reputation have an undeniable starting point – Google Maps SEO. Most potential customers start their journey of discovering local businesses on Google, and the number of these searches is only increasing year on year. Lets get right to it.

2025 52

2025 Multi-Channel Social Media Demo 52

BirdEye

DECEMBER 28, 2024

Therefore, balancing a local presence, maintaining a consistent brand identity, and streamlining content publishing are critical for long-term success. Specialized enterprise social media management software can address the unique needs of large multi-location businesses, providing tools to simplify operations and enhance customer engagement.

Social Media 52

Social Media 2025 Management Multi-Channel 52

CSM Magazine

DECEMBER 2, 2024

a leading global CX technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital, today announced that TTEC Digital has completed the first phases of a successful global sales process optimization program with Westcon-Comstor , a global technology provider and specialist distributor.

Sales 52

Sales Multi-Channel 2024 Workshop 52

BirdEye

DECEMBER 4, 2024

Whether it’s a real estate company or a popular restaurant chain, the customer journey often starts with a quick search on Google or social media. What the customer sees on these channels heavily influences his or her final purchasing decision. That is why reputation management is essential for every business in the UK.

Management 52

Management Multi-Channel Social Media Demo 52

Optimove

JULY 30, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: In this blog, marketers can gain insights on how AI enables brands to offer relevant, seamless, and personalized experiences across all touchpoints, which can help drive loyalty and optimize customer lifetime value. How AI Enhances Journey Orchestration 1.

Customer Engagement 64

Customer Engagement Engagement Multi-Channel Touchpoint 64

Retently

AUGUST 15, 2024

Key Takeaways CSAT surveys focus on a customer’s immediate feelings about a specific interaction (such as, after a ticket is resolved) or experience with your brand (like, how smoothly a delivery was handled). As a matter of fact, there are about twice as many CSAT tools than NPS available, particularly for brands.

Retail 107

Retail 2024 Brands Feedback 107

Totango

MAY 3, 2019

But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty. Always keep the customer experience in mind. Try to understand how your brand’s actions and communications make a customer feel. Tips for Increasing Customer Engagement and Loyalty.

Customer Engagement 83

Customer Engagement Loyalty Engagement Multi-Channel 83

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Goal Reach: Maximizing distribution of messages across channels.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Goal Reach: Maximizing distribution of messages across channels.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way.

Retail 110

Retail NPS Touchpoint Feedback 110

Thematic

FEBRUARY 24, 2025

Worse, 79% of customers will switch brands if they find a competitor with a better experience. Without an effective system for capturing and responding to feedback, businesses risk losing customers before they even have a chance to resolve their concerns.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things.

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

Optimove

MARCH 17, 2025

This post explores five powerful iGaming marketing lessons retailers can use to elevate customer engagement and drive overall growth. Micro-segmentation in retail enables highly targeted, personalized campaigns, like “high-value customers who usually buy premium brands but haven’t purchased in 60 days.”

Retail 52

Retail Marketing Multi-Channel Return on Investment 52

Topdown

MARCH 21, 2022

Over the past decade the importance of the customer perception of a brand has increased dramatically. Regardless though, customers are priceless to any organization. As such, one focal point in modern business operations is building and driving customer engagement.

Customer Engagement 62

Customer Engagement Communication Engagement Multi-Channel 62

BirdEye

DECEMBER 18, 2023

Online reviews have rapidly become the top source of new leads, with 34% of marketers citing them as the number one channel for customer acquisition. As customers, we all check online reviews before booking a hotel, trying a new restaurant, or buying a high-ticket item.

Brands 98

Brands Social Media Multi-Channel E Commerce 98

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

CSM Magazine

FEBRUARY 26, 2019

Channel options are growing, and the entire consumer engagement environment is becoming complex. While the shift in engagement preferences is happening across generations, it’s being led by Millennials, who are demanding and omnichannel. Unified Customer Experience. Better Omnichannel Engagement. Proactive Support.

Engagement 63

Engagement Multi-Channel Customer Engagement Omnichannel 63

BirdEye

APRIL 11, 2025

It calls for local expertise, a consistent local SEO strategy, and a partner who understands your region, industry, and customers. In this blog post, well walk you through how to choose the right local SEO agency that can help your multi-location business thrive in the UK market.

2025 52

2025 Multi-Channel Social Media Demo 52

Beyond Philosophy

JULY 6, 2016

Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. According to APAC Insider , Forrester concluded that no brand was doing an excellent job there yet. However, China does have social media; it’s just their brand of it.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

CSM Magazine

NOVEMBER 19, 2021

Inge De Bleecker, Vice President of CX at Applause looks at three ways brands can personalise the customer journey, provide meaningful interactions and improve customer engagement. It has been a central pillar of brand marketing and customer engagement since the turn of the century.

Brands 64

Brands 2022 Multi-Channel Books 64

Joe Rawlinson

JANUARY 6, 2016

What they fail to effectively measure is the emotional connection that customers have or don’t have with a company. It’s flawed thinking to assume that any customer experience platform can singlehandedly improve customer engagement. This concept plays out across every customer interaction, regardless of the channel.

Exceptional Customer Service 104

Exceptional Customer Service Metrics Customer Service Average Handle Time 104

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Social Media Multi-Channel Customer Care 115

BirdEye

JANUARY 18, 2021

People now engage with multi-location brands across multiple channels. Every day, the average consumer jumps between email, social media, chat and more throughout the customer journey. Furthermore, the range of customer touchpoints varies widely depending on the purchase.

Interaction 98

Interaction Multi-Channel Social Media Touchpoint 98

ShepHyken

SEPTEMBER 9, 2022

This week, we feature an article by Juan Jaramillo, Performance Marketing Director for Cordial , a cross-channel marketing and data platform. He shares how cross-channel marketing helps organizations offer consistent messaging across various media and devices. Marketers have talked about multi-channel marketing for years.

Multi-Channel 80

Multi-Channel Marketing Social Media Sales 80

BirdEye

NOVEMBER 22, 2024

AI tools help real estate reputation management by turning reviews into revenue, converting feedback into leads, and maintaining your brand’s credibility across multiple platforms. AI auto-generates optimized descriptions, schedules social posts, and updates channel pricing.

Marketing 52

Marketing Social Media Multi-Channel Document 52