NetBase

NOVEMBER 7, 2019

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. At Social Media Week, NetBase was joined by industry leaders from L’Oréal UKI, McCann and Huawei to answer just that! But many are up for the challenge thanks to social analytics.

Social Media 40

Social Media Strategy Marketing Analytics 40

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

ShepHyken

FEBRUARY 12, 2024

Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals?

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

BlueOcean

DECEMBER 13, 2022

Of course, what that emotional connection looks like is highly dependent on your target audience, but there are some common factors that build the foundation of loyalty. Finally, there’s a growing trend in loyalty program ecosystems. In particular, transparency is critical. Your members will thank you—and so will your agents.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ClientSuccess

JULY 23, 2019

Customer care agents today are crossed-trained for expertise in all customer engagement mediums including social media, email, chat, phone and text. Businesses benefit from this skillset flexibility by using and moving agents to serve customers no matter what their preferred mode of communication is.

Self Service 40

Self Service Trends Customer Service Social Media 40

NetBase

NOVEMBER 30, 2018

NetBase was identified as a leader in the Forrester Social Listening Platform Wave Report, Q3’2018. This is the industry report that is the standard in the Social Media Analytics industry. Behind the Times on Social Data Trends. Bad Customer Service. Overly-Complicated Dashboards and Reports.

Social Media 40

Social Media Analytics Analysis Tools 40

Retently

APRIL 5, 2024

A well-designed store environment not only reflects the brand’s identity but also makes shopping a pleasure, encouraging customers to linger, explore, and, of course, purchase. Personal interaction takes a front seat, with knowledgeable and friendly staff capable of providing immediate assistance and enhancing customer satisfaction.

Retail 78

Retail Engagement Strategy Customer Experience 78

NetBase

MAY 8, 2020

Starting in April, not too long after stay-at-home orders were put into place because of COVID-19, TRX made their professional education courses virtual and free of charge via Zoom. They did this to reach more consumers who are working out at home amidst social distancing. . And TRX is doing just that.

Ecommerce 64

Ecommerce Brands Social Media Effort Score 64

NetBase

APRIL 9, 2020

By doing this, they can: * Better understand and capture all customer conversations. Separate out key topics that mean the most to their business, pinpointing actionable customer care issues, demographics, influencers, and more. Following this trend, Charlotte Tilbury listened and offered in-store virtual mirrors.

Brands 60

Brands Social Media Fashion CRM 60

NetBase

NOVEMBER 21, 2018

But of course, there are always challenges. We’ve seen in other research that not all brands use social analytics as well as they could. But trends can emerge quickly, and if you aren’t hip to them, you can lose big time. The potential for loss is particularly high with trends that change the way business is done.

Hospitality 43

Hospitality Industry Hotels Social Media 43

NetBase

AUGUST 2, 2019

And this is where social listening comes in. Social listening is the process of monitoring the web for what is being said about a company, product, or brand across all social channels. And it isn’t restricted to social media. Current events and geographical trends that affect a brand. And so much more.

B2B 82

B2B Course Innovation B2C 82

SurveySensum

MARCH 20, 2024

Did you know that 72% of customers will share a positive experience with 6 or more people? If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. And accordingly, gather and analyze feedback to build action plans to achieve your business goals based on customer insights.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

NetBase

JUNE 26, 2019

As we’ll be sharing in our upcoming Global Social Media Analytics Report , brands are directing quite a bit of budget toward their analytics tools these days – and for good reason. The long-term ROI , of course: 113 Industries helped Ocean Spray use social analytics to find the next $100 million dollar idea. Why so much?

Social Media 56

Social Media Analytics ROI Course 56

Lumoa

JUNE 14, 2023

Detractors are unhappy customers who are quick to vent their frustrations and spread the word about your business in a negative light. And that, of course, is bad news for any business – big or small. Recent research by SimplicityDX shows that the cost of acquiring new customers has increased by 222% over the last eight years.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ProProfs Chat

DECEMBER 22, 2019

The secret lies in digging into the specifics of customer support and market trends to churn out solutions that fit into customer expectations. It might need packaging and repackaging of similar solutions to offer a bunch of delightful experiences to the customers. The shipment company delayed picking the parcel.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

BirdEye

JULY 31, 2023

Generating more engagement, reaching new audiences, and strengthening the community are the top three marketing goals for businesses using social media to showcase their products or services. While these sound daunting, a social media content creator can make these goals possible for your business.

Social Media 52

Social Media Brands Multi-Channel Video 52

NetBase

AUGUST 15, 2019

It can’t, of course, but it needs to have them all hovering nearby in the brand’s peripheral vision. Kind of like those smaller items found in a Social Sentiment Word Cloud about musicals. And then Top Terms by Sentiment, Top Emotions, Trending by Source Type and Top Domains by Mentions. identify unmet needs; customer care).

Brands 60

Brands Course B2C Trends 60

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 99

Social Media Analytics Tools Marketing 99

Lithium

AUGUST 3, 2022

Today with the widespread use of various social media, this task is even more challenging. He has worked on various campaigns for various firms, from New Media Strategies to Edelman to working on the affordable care act over the course of 15 years. Parker Hicks. What makes a marketing campaign successful?

ROI 52

ROI Marketing Social Media Advertising 52

Comm100

DECEMBER 1, 2017

One third of companies, or 33%, have prioritized improving customer journey mapping in 2018. CCW Digital’s report notes, one reason for this is the trend of companies switching from a transactional approach to the customer experience to a relationship-driven one. The subsequent investment priorities reflect the same trend.

Contact Center 105

Contact Center Report Customer Journeys Customer Centricity 105

ReviewTrackers

JUNE 27, 2018

1 site for online reviews, reinforcing the trend where sites that focus primarily on reviews (ex: Yelp and TripAdvisor) are experiencing less growth than sites where consumers are likely to already have user accounts (Google and Facebook), and therefore experience less friction in leaving reviews of businesses. Google has also become the No.

Social Media 94

Social Media Effort Score Feedback Government 94

NetBase

JULY 20, 2020

Social Media Analytics is often misunderstood, because the social media itself is misunderstood! Social media isn’t about brands. But they must remember one thing: Social media may provide your brand’s first and last impression, so both need to be good ones. What Is Social Analytics?

Social Media 104

Social Media Analytics Net Promoter Score Analysis 104

NetBase

NOVEMBER 21, 2019

Also – customer care that doesn’t incorporate social listening is far from attentive. Consumers have lots of power thanks to social media, and they wield it. In the process of monitoring an influencers social channels, brands are alerted to hot topics that they would have missed otherwise. Predicting Trends.

Analytics 40

Analytics Social Media Trends Consumers 40

NetBase

NOVEMBER 21, 2019

Also – customer care that doesn’t incorporate social listening is far from attentive. Consumers have lots of power thanks to social media, and they wield it. In the process of monitoring an influencers social channels, brands are alerted to hot topics that they would have missed otherwise. Predicting Trends.

Analytics 40

Analytics Social Media Trends Consumers 40

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 85

Social Media Analytics Tools Marketing 85

NetBase

DECEMBER 11, 2018

But when it doesn’t, you may not hear directly from your customers. They may choose to complain on social media instead – which means you have to be monitoring social feeds for keywords that alert you to such issues. And, of course, your insights have to be accurate right out of the box – as always.

Analysis 56

Analysis Analytics Social Media Innovation 56

NetBase

SEPTEMBER 6, 2019

Data that can include in-store purchase insight and combine it with not only online purchases but also sentiment harnessed on social media channels, forums, blogs, news and review sites, CRM and content management software and that list is expanding all the time.

Analysis 49

Analysis Ecommerce Social Media Comparison 49

Natalie Petouhof

AUGUST 13, 2015

Tweet There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. And then along comes social media. If You Think Social Media Isn’t Affecting Your Company, Stop Doing the Ostrich.

Customer Service 40

Customer Service Social Media Airlines Hotels 40

NetBase

MAY 1, 2019

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Are sales up, but social engagement down? Updated May 2019.

Social Media 43

Social Media Report Analysis Analytics 43

BlueOcean

JANUARY 22, 2019

While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge.

Consumers 204

Consumers Trends Customer Experience Strategy 204

NetBase

SEPTEMBER 17, 2019

And it aggregates your customer voice data from multiple, key sources, analyzing it all in one place for a powerful overview of how your brand, campaign or category is doing. But the folks at Taco Bell are social media analytics pros, so Live Pulses are second nature. Customer care excellence. Brand authenticity.

Analytics 45

Analytics Social Media Consumers Resources 45

ProProfs Chat

FEBRUARY 7, 2020

At least it was obvious that customers would simply walk to the store whenever they needed support. . And then came the technological avalanche – postal service, phone, email, live chat, social media. The influx of such advancements made customer service challenges, instead of easing it out. Personalization Is Key.

Multi-Channel 106

Multi-Channel Knowledge Base Customers Social Media 106

Currency Alliance

APRIL 15, 2024

This is happening chiefly through expanding their network of loyalty partnerships , or offering more low-value rewards, so that even infrequent customers can exchange a small amount of points for a general-use gift card. But if 90% of your customers don’t buy your items very often, they’ll struggle to reach $25 in points per year.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

ProProfs Chat

MARCH 30, 2018

Too many businesses sell products and services they like or can do as opposed to what the customer actually wants. Make it easy for the customer to transact & communicate with you, be it face to face, on the phone, email, website or social media. Does your training team use these techniques in their new hire training?

Customer Satisfaction 111

Customer Satisfaction How To Effort Score Contact Center 111

NetBase

MAY 17, 2019

If you want social consumers to talk about your brand – and of course you do! The brand analyzed liquor category trends, combining insights with their brand heritage, to introduce cognac to a new, younger audience. Customer Care Isn’t a Luxury. Reach out and we’ll show you with a customized demo of our tools.

Customer Care 52

Customer Care Engagement Fashion Social Media 52

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130