eglobalis
OCTOBER 21, 2024
Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Studies by Forrester reveal that unaddressed complaints on social media can increase customer churn by up to 15%. The challenge is in knowing when to draw the line.
InMoment XI
OCTOBER 10, 2024
of the global population uses social media? And over one in four users are using social media to either find things to purchase or find inspiration for things to do and buy. Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it.
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eglobalis
NOVEMBER 5, 2024
Laying the Foundation for Social Media and Customer Connection Solis’s first book, Engage! established a foundational understanding of social media’s role in business. I was exploring the concept of “No Distance” in social media, and initially, it took me time to connect with Solis’s insights.
eglobalis
NOVEMBER 12, 2024
Invest in Team Training Focused on Client Engagement Technical skills can only go so far; true client satisfaction often hinges on the quality of interactions with the team. Personalize Client Interactions Clients crave personalization, especially when it feels genuinely attentive rather than automated.
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Whether via chat bot, email, or social media, every customer should have the same opportunity to resolve their queries. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.
eglobalis
JANUARY 13, 2025
The systems automation capabilities ensured that cases were automatically categorized and assigned to the appropriate teams, freeing up agents to focus on critical customer interactions. To implement effective chatbot solutions, companies must ensure proper training of the AI using diverse datasets that reflect real customer interactions.
eglobalis
DECEMBER 11, 2024
Benefits of Experimentation in CX Programs Omnichannel Service Optimization Experimentation enables businesses to fine-tune their omnichannel strategies by testing different approaches to customer interactions across various channels. Employee Training and Engagement Employee interactions are pivotal to customer experience.
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