InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. Mendix ) Human agents and advisers remain the highest-rated channel for customer satisfaction, with 20% of customers willing to switch insurers if their adviser left.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

FEBRUARY 3, 2025

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. For example, say a community discusses an upcoming neighborhood-wide event on social media.

Social Media 195

Social Media Events Call Center Multi-Channel 195

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

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

DECEMBER 10, 2024

Use surveys and social media monitoring to capture insights into customer experiences. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. Leverage marketing channels to highlight impactful ways in which you solve customer pain points.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Retently

JANUARY 13, 2025

Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. Deploy CES surveys at strategic moments, like after a support interaction or checkout, to capture honest, actionable feedback when the experience is fresh in the customers mind. NPS looks at loyalty.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

eglobalis

JULY 2, 2024

B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions or transactions.

NPS 456

NPS Feedback Net Promoter Score B2C 456

InMoment XI

NOVEMBER 30, 2023

Google Alerts, social media monitoring tools, and specialized software can help you stay informed. Establish Brand Guidelines: Define clear guidelines for how your brand should be represented across different channels. Ensure they understand the brand values and guidelines, especially those who interact with customers directly.

Brands 284

Brands Management Multi-Channel Social Media 284

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. They followed the rulebooklaunched a website, created social media accounts, and ran paid ads. Increase online presence. But the real challenge was turning scattered efforts into a unified, results-driven strategy.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

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

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 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

BirdEye

MARCH 7, 2023

Research predicts that the number of people using social media will grow to about 5 billion in 2023. This year alone, 300 million more people are set to use social media than the previous year. Table of contents Challenges of managing social media for business Why is social media important for your business?

Social Media 94

Social Media Multi-Channel Metrics Measurement 94

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 195

Contact Center Multi-Channel Social Media Competitive Advantage 195

BirdEye

NOVEMBER 21, 2022

When it comes to social media, analytics is everything. Without understanding the numbers behind your social media efforts, you’ll have no way to determine whether or not your campaigns are successful. Thankfully, social media analytics is becoming easier and more accessible.

Social Media 98

Social Media Definition Multi-Channel Metrics 98

BirdEye

FEBRUARY 6, 2023

Social media and healthcare topics have significantly become intertwined. Across all major social media platforms, wellness, and healthcare topics have overtaken almost all conversations. According to a study by PatientsLikeMe, a growing number of people (11%) turn to social media for reliable healthcare information.

Social Media 19

Social Media Healthcare Marketing Multi-Channel 19

CSM Magazine

FEBRUARY 4, 2025

Often prefer face-to-face interactions but are increasingly open to technology. Customer Service Preferences : Instant answers (often through live chat or social media). Brands with strong social and environmental values. Customer Service Preferences : Immediate responses through social media or text messaging.

Customer Service 64

Customer Service Social Media Multi-Channel Customer Service Strategies 64

BirdEye

AUGUST 21, 2023

Social media is an important part of every business’ content strategy. But just including social media in the strategy may not be enough. Businesses must understand the value it can bring in boosting brand awareness, domain authority, and revenue for your business, especially with social media SEO.

Social Media 98

Social Media Multi-Channel E Commerce E-support 98

InMoment XI

FEBRUARY 16, 2024

This fragmented approach to CX makes it difficult to track customer behaviour across different channels and identify crucial opportunities for improvement. This dynamic interaction not only fosters a more personalised and engaging experience but also encourages customers to share detailed insights.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

BirdEye

JANUARY 18, 2021

Then came email – then text, followed by social media and webchat. 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. That’s why we created Unified Inbox.

Interaction 98

Interaction Multi-Channel Social Media Touchpoint 98

BirdEye

FEBRUARY 21, 2023

Are you curious about how people use social media? Social media statistics can provide valuable insights into these questions and more. From Facebook’s total users to Twitter’s average daily tweets, there are so many facts that help us better understand how we interact with social networks. Users spend 2.5

Social Media 98

Social Media 2023 Marketing Advertising 98

BirdEye

AUGUST 28, 2023

Social reach is one of the most important metrics of social media management. When you publish content on social media, you want to know who sees it and how many people interact with it. That’s what social media reach gives you. Q2: Why is it important to measure social media reach?

Social Media 98

Social Media Metrics Measurement Multi-Channel 98

Retently

DECEMBER 10, 2024

It should also support multi-channel survey distribution and provide robust reporting tools for actionable insights. Multi-Channel Distribution : Distributes surveys via email, in-app messages, or web links, for a flexible and effective audience reach.

2024 78

2024 Multi-Channel NPS Feedback 78

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. If you support only one or two channels (say, phone and email), you can use Live Chat to start working with customers through a chat on your website.

Customer Service 255

Customer Service Multi-Channel Social Media Customers 255

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. Imagine a customer in the UK searching for a local business.

Management 52

Management Multi-Channel Social Media Demo 52

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

NOVEMBER 22, 2024

However, online reputation management in Australia can be challenging, especially for multi-location businesses. Customers remember your brand – Not every search or interaction ends in a purchase, but it is important to leave a lasting impression. Multi-location listing management can be challenging.

Multi-Channel 52

Multi-Channel Management Social Media Customer Centricity 52

Thematic

FEBRUARY 24, 2025

Here’s how: Gather real-time feedback through surveys, reviews, and social listening. Analyze customer interactions across multiple touchpoints. Live chat and support interactions – Collect real-time feedback from customer service exchanges. Use AI and sentiment analysis to uncover trends and emotions.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

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. If youre not actively managing it, youre leaving it to online reviews, social channels, and customer sentiment to define your brand reputation.

Brands 52

Brands Management Multi-Channel Social Media 52

BlueOcean

NOVEMBER 29, 2023

TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX). When your customer first interacts with our customer care team, we want them to fall in love with your brand or remember why they loved your brand in the first place.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. This means that all interactions and touchpoints the guest has with your brand are considered. What is Guest Experience?

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful.

Marketing 62

Marketing 2030 E Commerce Social Media 62

Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Many times, these interactions surprised Messina.

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

InMoment XI

MARCH 18, 2024

Bringing all this data together is akin to assembling a jigsaw puzzle, revealing the complete image of customer interactions. By consolidating data from diverse channels, businesses can unlock a fuller understanding of customer preferences, pain points, and behaviours. However, the journey doesn’t end here.

Insights 195

Insights Multi-Channel Webinar Social Media 195

InMoment XI

OCTOBER 24, 2023

Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. The Multi-Faceted Approach to Contact Center Analytics What Are Customer Analytics?

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

InMoment XI

SEPTEMBER 17, 2024

With younger generations becoming the dominating force in the overall consumer base it is more important than ever to be able to identify their needs and understand how they want to interact with your brand. Most other businesses, however, will only ever interact with their customers through digital channels.

Customer Journey 195

Customer Journey Customer Journey Mapping Net Promoter Score 2024 195

BirdEye

DECEMBER 30, 2024

Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. However, details can slip out when your agents process multiple applications, especially for a multi-location operation.

Multi-Channel 52

Multi-Channel Document Social Media Financial 52