eglobalis

DECEMBER 11, 2024

For example, an organization might experiment with response times on social media versus email to identify the most effective communication method. Experimentation helps companies determine which personalization strategies such as customized emails, product recommendations or loyalty programs resonate most with their customers.

Insights 363

Insights Customer Journey Mapping Omnichannel Effort Score 363

eglobalis

JANUARY 13, 2025

AI tools like Salesforces Service Cloud enable agents to manage inquiries from email, social media, and live chat within a unified interface, reducing fragmentation. A European retail chain leveraged this integration to respond to social media complaints within minutes, resulting in a 20% increase in customer retention.

Marketing 417

Marketing E-support E Commerce Social Media 417

GetFeedback

JANUARY 28, 2020

In this article, we are going to talk about how to use social media to attract and retain customers. The good thing about social media is that it allows you to build strong connections with your customers. It’s no doubt that you are using social media to engage with your customers.

Social Media 322

Social Media Customer Retention Customers Article 322

BirdEye

FEBRUARY 5, 2025

Restaurant social media marketing is not just about posting a few pictures of food anymoreits about creating a space where your customers connect, trust, and get inspired to visit. These are proven strategies, not just ideas, to help you attract customers, increase loyalty, and increase diners to your restaurants.

Social Media 104

Social Media Marketing Metrics Events 104

eglobalis

MARCH 30, 2025

The Limitations of Traditional Customer Surveys For decades, companies have relied on periodic surveys like NPS and CSAT to gauge customer satisfaction and loyalty. Social media has been a game-changer here: customers often voice praise or grievances on Twitter, Facebook, or WeChat as their experience unfolds.

Banking 326

Banking NPS B2B Social Media 326

InMoment XI

DECEMBER 5, 2024

Attracting New Members Member Loyalty Competitive Advantage Crisis Management Credit unions are member-driven financial cooperatives. The online space, especially in the form of social media and review sites, amplifies public opinion. Member Loyalty Existing members are more likely to remain loyal to a credit union they trust.

Management 195

Management 2024 Financial Social Media 195

InMoment XI

APRIL 3, 2025

Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success. The brands that prioritize experience-led strategies will not only meet customer expectations but exceed themcreating deeper relationships, stronger loyalty, and long-term growth.

Culture 195

Culture Social Media Government Loyalty 195

InMoment XI

OCTOBER 25, 2024

They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. It boosts customer trust and loyalty. Be Active on Social Media You can’t underestimate the importance of social media marketing for reputation management.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

NOVEMBER 22, 2024

Here’s a breakdown of the most impactful user feedback metrics for your SaaS business: Net Promoter Score Net Promoter Score (NPS) is a commonly used metric that measures customer loyalty. A high rate indicates strong engagement with your product and loyalty to your brand. It’s easy to track, analyze, and visualize.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

eglobalis

FEBRUARY 3, 2025

Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews. Your company can use sentiment analysis to monitor social media, reviews, and customer feedback, enabling you to address concerns and improve brand perception.

B2B 391

B2B Customer Experience 2014 Customer Satisfaction 391

InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty.

Social Media 195

Social Media Marketing 2023 Advertising 195

Experience Investigators by 360Connext

NOVEMBER 7, 2023

The problem, however, is those efforts are wasted if the new connections don’t stick. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. Retention is a smart investment for your budget that can cement your customer loyalty and boost their lifetime value.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. G2 ranks InMoment the highest of the available platforms, with a rating of 4.7 out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

FEBRUARY 3, 2022

This may seem like an oversimplification, but when you think about it, Gen Z grew up in a world that is more connected than ever, has more access than ever, and gets everything done faster than ever. And for Gen Z, seamless experiences are table stakes when it comes to maintaining their loyalty. Revolutionary even.

Employee Experience 397

Employee Experience Brands Social Media Customer Experience 397

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. But I am not against monitoring social media or using it as a responsive customer service channel. But I am not against monitoring social media or using it as a responsive customer service channel. Their customers build it for them via their raves on social media.

Social Media 167

Social Media Customer Service 2025 Customers 167

InMoment XI

DECEMBER 10, 2024

The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities. Addressing these drivers allows you to enhance satisfaction, loyalty, and retention. Use surveys and social media monitoring to capture insights into customer experiences.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

MARCH 16, 2022

And surprisingly, there were some standout similarities that connected the two seemingly disparate customer bases. CX Trend #2: The Impact of Social Media Influencers. Even with a consumer generation spanning seven decades, social media influencers are maintaining their, well, influence.

2022 370

2022 Social Media Consumers Loyalty 370

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 of the world’s population who use social media on a daily basis. If you are in the same boat then let’s dive deep into how to leverage social media for feedback collection and what important social media survey questions to ask to gather relevant insights.

Social Media 52

Social Media Customer Engagement Engagement Loyalty 52

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

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. .

ROI 256

ROI Financial CEM Metrics 256

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

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

InMoment XI

NOVEMBER 13, 2024

This can include CRM data, social media, call center logs, service requests, and chat messages. High-value customers might benefit from loyalty rewards or exclusive access to new features. The resulting customer loyalty is key to stronger relationships and business growth. It provides stronger customer insights.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. .

ROI 225

ROI Financial CEM Metrics 225

eglobalis

SEPTEMBER 5, 2024

Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty. This includes proactive efforts like on-boarding, training, and engagement to drive adoption, loyalty, and renewals. Social Media Sentiment Tracks sentiment expressed about your brand on social platforms.

Metrics 429

Metrics Customer Success 2024 2023 429

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

InMoment XI

DECEMBER 6, 2024

Companies constantly seek ways to improve satisfaction, foster loyalty, and drive revenue, but delivering an exceptional customer experience is no small task. These providers manage interactions across various channels, including customer support, social media, live chat, email, and technical support.

Customer Experience 195

Customer Experience Reference 2024 Download 195

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members. The data is clear—loyalty pays… but it is often harder to achieve than it looks.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

BirdEye

JANUARY 12, 2024

Hyperlocal social media marketing allows you to harness this power, turning every digital interaction into a meaningful engagement. It’s not about reaching the masses; it’s about connecting deeply with those who walk the streets of your neighborhood. Table of contents What is hyperlocal social media marketing?

Social Media 109

Social Media Marketing Events Advertising 109

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. Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

GetFeedback

FEBRUARY 15, 2019

Connect on an emotional level with your customers. Research shows that the best customer experiences stem from an employee developing an emotional connection with a customer. It’s also extremely important to monitor the social media conversation around your company. Focus on team training and development.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. This 360-degree understanding enables organizations to identify critical moments of truth that significantly impact customer satisfaction and customer loyalty.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

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 ). Genesys ). ( New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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

BlueOcean

DECEMBER 2, 2024

Paul has earned acclaim for his outstanding management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. It showed our team that we were going to bat for them, earning their trust and loyalty, and we created a better experience both for them and for our guests. Let us know today.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

Retently

NOVEMBER 13, 2024

In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Connected Shopping Experience Across Channels VFRs enable a connected shopping journey that blends the best of digital and in-store experiences.

Retail 145

Retail Social Media Technology Brands 145