eglobalis

MARCH 30, 2025

Social media has been a game-changer here: customers often voice praise or grievances on Twitter, Facebook, or WeChat as their experience unfolds. Smart brands use social listening tools to monitor these platforms continuously, detecting spikes in positive or negative sentiment and responding on the fly.

Banking 317

Banking NPS B2B Social Media 317

InMoment XI

OCTOBER 29, 2024

Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge. What Is Customer Loyalty? Customer loyalty defines how willing a customer is to repeat business with a company. Positive experiences compel customers to engage with you again.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? To capitalize on those behaviors, you need to be able to perform customer behavior analysis. It sheds light on preferred products, purchasing frequency, and typical customer journeys.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. Social Customer Care: Best Practices for Major Engagement. What about you?

Customer Care 299

Customer Care Social Media Marketing Webinar 299

Thematic

FEBRUARY 12, 2025

Is your business on social media? Then you’ve probably seen how one viral tweet, a trending hashtag, or a wave of customer complaints can shift public perception overnight. In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation.

Social Media 62

Social Media Insights Feedback Brands 62

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

Customer Engagement 157

Customer Engagement Engagement Social Media Definition 157

SurveySensum

OCTOBER 31, 2024

Are you creating customer engagement in a digital world? What strategies are employed to build lasting relationships with your customers? If you want to discover the answers, then let’s dive deep into an important aspect of customer experience strategy – digital customer engagement. Let’s discover.

Customer Engagement 52

Customer Engagement Engagement 2024 Social Media 52

BirdEye

DECEMBER 28, 2024

Social media management has become increasingly challenging with evolving algorithms, shifting audience behavior, and ever-changing best practices. However, these challenges only compound for enterprises looking to expand their digital footprint across social media platforms.

Social Media 52

Social Media 2025 Management Multi-Channel 52

InMoment XI

FEBRUARY 3, 2025

The opposite may be true of a The quality you know and love message, which could be seriously off-putting to negative sentiment customers but highly converting among those with positive user experiences. For example, say a community discusses an upcoming neighborhood-wide event on social media. per click is a common range).

Social Media 195

Social Media Events Call Center Multi-Channel 195

eglobalis

SEPTEMBER 5, 2024

What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged.

Metrics 424

Metrics Customer Success 2024 2023 424

Experience Investigators by 360Connext

JANUARY 19, 2015

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. We expect ALL companies to be responsive when we go to them via social media. Studies from Ambassador and Social Bakers reveal how mismatched our expectations are with reality.

Social Media 278

Social Media Customer Service Call Center Consulting 278

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Combine these findings with how customers want to interact directly with technical experts on social media, and it behooves brands to think about compelling ways to let customers in on the preparation. Using social media, brands could post photos on Instagram and tweet out the questions the design team is asking.

Social Media 282

Social Media Consulting Customer Engagement Customers 282

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

Experience Investigators by 360Connext

DECEMBER 29, 2014

Prevent customers from making negative associations with your brand by creating positive microinteractions. 5 Most Awful Customer Experience Solutions of All Time. Social Media ninjas? What Does it Take to Be a Customer Focused Organization? Automated replies?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

InMoment XI

OCTOBER 23, 2024

If your banking app or website feels clunky or confusing to navigate, customers are unlikely to want to spend much time on it. With the help of an easy-to-understand digital interface, you can simplify user navigation and encourage higher levels of engagement with your service. Proactively communicate with customers.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 304

Customer Experience Customer Journey Mapping Culture Social Media 304

Experience Investigators by 360Connext

OCTOBER 6, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

BirdEye

JANUARY 11, 2023

Social media is a daily part of our lives, but many companies still have questions about it. These are just a few of the social media questions that businesses are asking. In this blog post, we’ll answer 25 of the most important social media questions. Social media questions: The how?

Social Media 98

Social Media Multi-Channel Advertising 2002 98

BirdEye

FEBRUARY 28, 2023

Having a social media presence is crucial for success in today’s market. Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. Table of contents What is a social media manager?

Social Media 98

Social Media Management Sales Engagement 98

GetFeedback

DECEMBER 26, 2018

Google Alerts should notify you of these reviews and mentions, but it’s good to track reviews diligently—and encourage happy customers to share their opinions publicly. Respond to social media posts. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

BirdEye

MARCH 6, 2025

They followed the rulebooklaunched a website, created social media accounts, and ran paid ads. By focusing on local listings, engaging with customers, and maintaining a consistent brand presence. But the real challenge was turning scattered efforts into a unified, results-driven strategy. Do you know how?

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

InMoment XI

OCTOBER 17, 2024

The responses can help you better align your offerings with customer needs. Knowing how often customers engage with your product helps identify potentially loyal customers or those who may need more support to get the most out of your business. What are they hoping to accomplish by interacting with your business?

Feedback 195

Feedback Insights Customers Banking 195

Experience Investigators by 360Connext

OCTOBER 29, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. With these tools, businesses can connect proactively, better understand customer needs, and nurture meaningful relationships that last.

Interaction 52

Interaction Engagement E Commerce E-support 52

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Banking 286

Banking 2012 Loyalty Culture 286

Experience Investigators by 360Connext

MARCH 4, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Experience Investigators by 360Connext

OCTOBER 2, 2014

According to the 2012 American Express Global Customer Service Barometer , 75 percent of us say we’ve spent more with a company because of consistent positive customer service experiences. Customers who are surprised and delighted with their experiences share their experiences with others. Humans are smart.

Customer Experience 297

Customer Experience 2012 2013 2014 297

Experience Investigators by 360Connext

JUNE 8, 2015

Social media is another great source to find potential advocates. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Marketing 279

Marketing Social Media Loyalty Consulting 279

ShepHyken

JULY 7, 2023

He writes about how using mobile apps can enhance customer engagement. This has led businesses to mobile application development in order to attract more users and provide high-quality engagement. Through your customer’s network, you can reach the untapped potential customer base. million smartphones globally.

Customer Engagement 118

Customer Engagement Engagement Social Media Customer Satisfaction 118

Experience Investigators by 360Connext

APRIL 21, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

B2B 285

B2B B2C Social Media Innovation 285

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Customer Engagement 110

Customer Engagement 2022 Engagement Return on Investment 110

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Here’s how VFRs enhance customer experience and build trust: 1.

Retail 144

Retail Social Media Technology Brands 144

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. Social media is also a powerful marketing tool used by businesses of all sizes. It’s especially important for local businesses looking to connect with their communities and grow their customer base.

Social Media 98

Social Media Management Multi-Channel ROI 98

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

BirdEye

DECEMBER 8, 2022

Using social media to grow your business’s presence online is a great start, but keeping up with new platforms can be challenging. There are more than a dozen types of social media with more popping up every day. Table of contents Choosing the right social media types for your business 1. Social networks 2.

Social Media 98

Social Media Brands Entertainment Connections 98

Experience Investigators by 360Connext

MARCH 5, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Service 274

Customer Service Sports Social Media Communication 274