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

eglobalis

MARCH 30, 2025

The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management. 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

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

Thematic

OCTOBER 30, 2024

54% of social media users use these platforms for product research. And that’s where social media sentiment analysis comes in. AI analytics tools allow you to rapidly analyze thousands of posts from social media channels. Skip straight to the Best Tools for Social Media Sentiment Analysis.

Social Media 62

Social Media Multi-Channel Feedback Brands 62

InMoment XI

SEPTEMBER 13, 2022

Foot Locker is constantly striving to deliver the most memorable, innovative experiences to their “modern athlete” customers, and they have some incredible exciting initiatives planned for the next year! 4 Tips to Drive Innovative Customer Experience. Innovation Tip #1: Understand Your Audience. Let’s dive in!

Innovation 370

Innovation Sports Voice of Customer Social Media 370

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week.

Social Media 59

Social Media Multi-Channel Culture E-support 59

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

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. This blog post explores some of the most innovative customer service practices that have emerged in recent times.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? If your business can effectively analyze and utilize customer behavior insights, you can stay ahead of your competitors by being more innovative and customer-focused. Here are some of the top customer behavior analysis tools to be aware of: 1.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

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 Feedback 52

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Miller explained the ‘Authenticity Lifecycle,’ which is a business model that infuses authentic engagement with marketing, innovation and customer experience activities.

2016 267

2016 Innovation Marketing Insights 267

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. MarTech will help your company and customers stay ahead of the curve.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Philips focuses on improving people’s health and well-being through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

TechSee

DECEMBER 11, 2024

Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Data privacy remained top-of-mind, and at times resulted in slow or cancelled CX innovation programs in data-privacy sensitive sectors. Outcome : Mixed accuracy. Outcome : Mixed results.

2024 109

2024 2025 Omnichannel Social Media 109

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

OCTOBER 5, 2021

This leads to innovation and better experiences for customers. . Keep your finger on the pulse of social media, user reviews, and customer questions. Social media is a great place to check out what’s going right and not-so-right with your customer’s journey. .

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

CSM Magazine

OCTOBER 21, 2024

This article explores how the Philippines is leading the way in customer experience innovation. Data-driven insights are another key innovation in customer experience. By analysing customer behaviour, preferences, and past interactions, call centres can provide personalised support that anticipates customer needs.

Innovation 52

Innovation Customer Experience Omnichannel Social Media 52

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! Social Media ninjas? Anne Addicted to adrenaline, adventures and social media, Anne Reuss is fueled by coffee and fitness. How do you identify the touchpoints that matter the most? Customer or Company Mission?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

InMoment XI

JULY 5, 2022

To do this, you need to have a guest experience solution that allows you to listen to customer feedback on any and every possible channel, including: Review sites Social media In-App feedback Third-party delivery reviews Direct survey feedback Microsurvey feedback Employee feedback Call center data Video feedback And more!

Guest Experience 370

Guest Experience Brands Multi-Channel Touchpoint 370

BirdEye

FEBRUARY 15, 2023

Dentists and dental practices are increasingly turning to social media as a way to connect with patients, promote their services, and grow their businesses. Social media marketing provides dentists with an effective platform for connecting with potential customers and building relationships that will last.

Social Media 96

Social Media Entertainment Connections Download 96

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. We’ll start by discussing some of the key concepts and benefits of using social media. 84% of U.S.

Social Media 98

Social Media Management Multi-Channel ROI 98

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). Just a few years ago, this kind of innovation seemed out of reach for most retailers. Result : More loyal customers associate the brand with innovation, convenience, and reliability.

Retail 144

Retail Social Media Technology Brands 144

BirdEye

MARCH 29, 2023

“I am consistent with my social media posting, but I still fail to see an increase in followers or leads.” Does generating leads and building a more prominent brand for your business through social media seem challenging? Table of contents What is social media engagement? Does this sound like you?

Social Media 98

Social Media Engagement Metrics Measurement 98

Experience Investigators by 360Connext

JUNE 8, 2015

Social media is another great source to find potential advocates. If something is really innovative, offer a tour or virtual “behind the scenes” look at how their suggestions helped you innovate. Don’t ignore the up-and-comers who have a lot to offer if just asked to do so.

Marketing 279

Marketing Social Media Loyalty Consulting 279

InMoment XI

NOVEMBER 13, 2024

This can include CRM data, social media, call center logs, service requests, and chat messages. This contributes to consistent business growth and innovation. These sources can include CRM systems, customer feedback questionnaires , and social media. Repeat customers spend 67% more than new clients.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

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

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. Leveraging unstructured data analytics is the key to transforming this raw data into actionable insights that can transform your customer experience strategy.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

Experience Investigators by 360Connext

APRIL 21, 2015

Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. B2B Blog Customer Engagement Customer Experience Featured Innovation generation z leadership linkedin marketing millennials online experience'

B2B 285

B2B B2C Social Media Innovation 285

CSM Magazine

NOVEMBER 25, 2024

Utilizing Social Media Platforms Social media continues to be an asset for broadening outreach and connecting with audiences effectively. Moreover, incorporating media to share behind-the-scenes glimpses or host interviews helps form a sense of community around the station.

2024 52

2024 Innovation Social Media Entertainment 52

Experience Investigators by 360Connext

APRIL 16, 2015

We’ve come to accept the incredible pace of innovation. 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 Expectations 282

Customer Expectations Retail User Experience Social Media 282

eglobalis

JULY 2, 2024

Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation. Can you share examples of how your organization has leveraged AI-driven insights or other innovative technologies to enhance customer satisfaction beyond NPS?

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

MAY 10, 2024

By leveraging AI, companies can capture a broader spectrum of customer signals, from traditional surveys to social media interactions and beyond. 2: Social Media Signals Matter Social media comments and online reviews often go overlooked, yet they hold valuable insights for businesses.

Social Media 195

Social Media Demo Insights Loyalty 195

InMoment XI

DECEMBER 6, 2024

These providers manage interactions across various channels, including customer support, social media, live chat, email, and technical support. Focus on Core Operations : By outsourcing customer experience tasks, your internal team can dedicate more time to strategic business goals and innovation.

Customer Experience 195

Customer Experience Reference 2024 Download 195

InMoment XI

MARCH 5, 2024

Other examples of unstructured data sources include social media posts, call transcriptions, and customer reviews. When customer data comes in the form of social media posts, reviews, or survey responses, it can be analyzed to gauge public sentiment toward products, services, brands, or events.

Customer Experience 195

Customer Experience Social Media Innovation Competitive Advantage 195

ShepHyken

FEBRUARY 24, 2025

By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve. Top Takeaways Customer experience data is essential for companies to improve their products and services.

Customer Experience 85

Customer Experience Social Media Feedback Technology 85

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Management 195

Management Social Media Hotels Airlines 195