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 Loyalty Net Promoter Score Omnichannel 52

Customer Think

NOVEMBER 19, 2021

In addition to the standard customer retention strategies, companies nowadays have to divert more and more attention to another medium — social media. Social media can be one of the best places to build customer loyalty because, by its very nature, it encourages engagement between brands and customers.

Social Media 108

Social Media Customer Loyalty Customer Retention 108

Intercom, Inc.

JUNE 16, 2020

“Support teams turn company promises to their customers into experiences that drive long-term loyalty” Customer loyalty is more than just a feeling of trust and emotional connection. They share their proven strategies for increasing customer loyalty and, ultimately, the business’s bottom line.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

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 378

Customer Experience Social Media Predictive Analytics AI 378

Customer Think

JANUARY 30, 2023

By now, we all know that social media marketing is one of the best ways to build rapport with your audience and grow your business. It’s possible to use social media to share helpful content, promote products, forge […]

Social Media 118

Social Media Customer Experience Customer Loyalty 118

ECXO

OCTOBER 23, 2024

For example, a retail organization can use AI to send personalized product suggestions based on a customer’s previous purchases or browsing history. This level of proactive engagement not only improves the customer experience but also increases the likelihood of repeat purchases and customer loyalty.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

ECXO

FEBRUARY 3, 2025

Negative Word-of-Mouth and Online Reviews A single bad customer experience can have a huge ripple effect. Thanks to social media and review platforms, unhappy customers now have megaphones to share their dissatisfaction. Example: A customer calls in to complain about a late order.

Sales 247

Sales Customer Experience E-commerce Start-ups 247

eglobalis

JUNE 27, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 422

Customer Experience Net Promoter Score VOC Government 422

eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Net Promoter Score 382

Net Promoter Score NPS CX VOC 382

ECXO

APRIL 10, 2024

In an interconnected world, a customer’s experience, whether positive or negative, can ripple out and influence the perceptions and experiences of others. This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations. Explore their emotions, experiences, and perceptions in-depth.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Hodusoft

NOVEMBER 27, 2024

Building Customer Loyalty: Insights and Best Practices for Transforming Your Business For every business, customer loyalty matters a lot. That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. Introduction We’re not here to drive the final nail into the coffin of NPS.

NPS 393

NPS Net Promoter Score VOC Actionable Insights 393

ECXO

JULY 29, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like Barclays in Europe and Honda in APAC excel in this area.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Bill Quiseng

MAY 31, 2023

Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Customer experience or CX is how your customers feel about what you do. Customer experience management or CXM is what you do before, during, and after your customers feel about what you did.

Customer Loyalty 109

Customer Loyalty CXM Social Media CX 109

Callminer

FEBRUARY 23, 2021

People are seeking support on social media more than ever. Support through social media: this channel is not just how consumers talk about the organization; it is a means of talking to the organization and part of a broader strategy of making communications easy and providing the channels your customers prefer.

Technology 376

Technology Technology E-commerce Contact Center 376

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. One of the other ways social media changed our lives is in how we interact with brands. It describes how we interact with brands over several different channels in various ways, including social media. Humanizing brands is the future of social media.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

ECXO

MARCH 6, 2025

These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. By using data (such as customer feedback scores, churn analysis, and revenue by touchpoint) and customer journey mapping insights, leaders can pinpoint which areas will deliver the greatest impact if improved.

CX Transformation 314

CX Transformation B2B CX Government 314

Shep Hyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

Customer Loyalty 93

Customer Loyalty Real Estate Social Media B2B 93

ECXO

MARCH 3, 2025

Use case studies and testimonials to highlight how your product or service has helped customers overcome challenges. Create content that focuses on your customers journeys, not just your brand. Use video, blogs, and social media to amplify customer stories. This is the ultimate moment of truth.

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

Aquire

JULY 26, 2021

You need a mix of marketing strategies and innovative customer loyalty programs if you want to satisfy customers, increase customer engagement, and boost conversions. In recent years, customer loyalty programs have changed drastically, going digital, getting more effective, and offering unique experiences.

Customer Loyalty 98

Customer Loyalty Social Media Artificial Intelligence Innovation 98

Aquire

DECEMBER 16, 2021

Customer loyalty taps into who we are — a central part of our humanity is our desire to build connections, after all. Customers want to be able to trust brands and feel comfortable in doing business with them. And companies themselves simply wouldn’t exist without loyal customers helping them grow and thrive.

Customer Loyalty 98

Customer Loyalty Social Media Omnichannel Customer Journey Map 98

Bill Quiseng

JUNE 26, 2024

Customer experience is how your customers feel before, during, and after what you do. Customer experience management is what you do before, during, and after discovering how customers feel about what you did. Customer loyalty is how your customers feel about what you proactively do repeatedly.

Customer Experience 173

Customer Experience Social Media Customer Loyalty Customer Experience Management 173

Bill Quiseng

OCTOBER 9, 2024

And when you CARE, each customer feels respected, appreciated, and valued. They are WOWED and happy, intent on returning repeatedly, spending more money, and raving to others on social media. QUI TAKEAWAY: Customers pay for their experience, not your product or service. Relationships build loyalty.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

Beyond Philosophy

FEBRUARY 21, 2020

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management. Many of these communications will take place on social media platforms.

Social Media 158

Social Media Artificial Intelligence AI Technology 158

ECXO

FEBRUARY 26, 2024

In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty. The art of influencing customers’ buying behavior is a fascinating field that combines marketing, psychology, and human behavior.

E-commerce 345

E-commerce Social Media Sales Retail 345

Beyond Philosophy

DECEMBER 10, 2018

But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. An important principle in both marketing and customer experience is that you should listen to your customers. Surveys, Social Media, and Customer Memories.

Social Media 158

Social Media Hospitality Hospitality Customer Survey 158

Win the Customer

DECEMBER 21, 2024

Data Collection & Analysis: The Foundation of AI-Powered CX The first step in leveraging AI for customer experience (CX) is to build a solid foundation of data. Identifying potential support issues: Monitor customer support tickets and social media conversations to identify emerging issues and proactively address them.

AI 59

AI Social Media Artificial Intelligence Machine Learning 59

ECXO

AUGUST 21, 2024

Creating Value and Building Relationships Just as gold is valuable and sought after, a successful customer experience organization creates value in every interaction. They build strong, trust-based relationships with their customers, ensuring that each touchpoint is meaningful and contributes to customer loyalty and satisfaction.

CX 156

CX Social Media Predictive Analytics Touchpoint 156

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Intercom, Inc.

MAY 13, 2022

A marketing campaign is a well-planned and executed strategy for increasing brand recognition, engagement, sales, and/or customer loyalty. . Digital marketing , which relies on channels such as websites, social media platforms, and email. . . Earned media is often the result of a public relations campaign. .

Social Media 118

Social Media Engineering Customer Loyalty Sales 118

ECXO

JUNE 19, 2024

By analyzing social media posts, product reviews, and other user-generated content, AI can identify patterns and sentiments that inform the design process. The use of AI in market analysis goes beyond merely identifying trends. It can provide a granular understanding of consumer behavior, preferences, and unmet needs. May 21, 2024.

AI 386

AI Customer Experience Legal Manufacturing 386

Win the Customer

NOVEMBER 20, 2024

Enhanced Customer Satisfaction: When customers feel heard and understood, they are more likely to be satisfied with their experience, even if the issue isn’t fully resolved. Increased Customer Loyalty: Empathetic interactions build trust and loyalty, encouraging customers to choose your brand over competitors.

Net Promoter Score 59

Net Promoter Score Artificial Intelligence Social Media Business Growth 59

Beyond Philosophy

NOVEMBER 16, 2016

Customers voiced their displeasure on their Facebook page and all over social media. Just like Toblerone, some customers fussed about it on social media. Some customers decided to take their caffeine addiction elsewhere. Designing a Customer-Focused Process. candy bar to 150 (5.291).

Social Media 167

Social Media Customer Loyalty Customer Experience CX 167

The Customer Service Blog

SEPTEMBER 14, 2023

A celebrity chef's fish and chip restaurant in Padstow has come under fire on social media after raising the cost of its condiments to £2. What can the 'ketchup surcharge' teach us about customer loyalty? This is an interesting question from a customer loyalty perspective.

Customer Loyalty 79

Customer Loyalty Social Media Customer Retention Start-ups 79

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Leveraging Social Media and Influencer Marketing 8. For instance, if your social media ads perform better than email campaigns, double down on social.

Sales 148

Sales Social Media Predictive Analytics Customer Acquisition 148

Hodusoft

OCTOBER 17, 2024

Disjointed CX Many traditional call centers struggle to provide a unified customer experience (CX) to their customers. This leads to customers repeating themselves when they have to switch different channels (phone, email, chat, social media). Managing customer interactions manually can be resource-intensive.

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52