Lithium

OCTOBER 8, 2021

The Customer Engagement team is proud to present the first episode of Titans of Customer Engagement: A Customer Experience Podcast , Being Present on Social Media: It's Harder than You Think featuring Kerrie Robert , Social Media Manager of Customer Service at Experian. Apple Podcasts. Google Podcasts.

Social Media 97

Social Media Leadership Customer Engagement Engagement 97

InMoment XI

APRIL 9, 2024

Facebook is one of the most widely used social media marketing tools today. Given the importance of social media marketing , this can hurt your business reputation and drive potential customers away. Negative reviews and feedback: Your Facebook Page has received overwhelmingly negative feedback or reviews.

Brands 260

Brands How To Social Media Feedback 260

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Customer Centric Quotes The first set of quotes about customer experience highlights the importance of focusing on the customer.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

MARCH 27, 2024

With online reviews, social media comments, and public customer feedback making a major impact on the reputation of automotive businesses — car dealerships, auto repair shops, service centers, parts retailers, etc. Organizations that are highly visible in search results and on social media enjoy a natural advantage.

Automotive 260

Automotive Management Social Media Feedback 260

Experience Investigators by 360Connext

JUNE 22, 2015

Social media as a customer service channel is now a given. 67% of consumers have used a company’s social media site for servicing, according to J.D. Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects.

Social Media 110

Social Media Engagement Video Innovation 110

InMoment XI

JUNE 7, 2022

Their new partnership allowed the company to integrate social media content with their VoC data. Gensler now has the ability to achieve a deep, data-driven understanding of customer experience in airports by mining omnichannel social media data from dozens of America’s airports. The result?

Company 492

Company Social Media Return on Investment Travel 492

NetBase

AUGUST 17, 2020

Many marketers are relying on advanced social media analytics intel combined with powerful social media listening capabilities to inform strategy. We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. Global Marketers Share Social Media Analytics Understanding.

Social Media 56

Social Media Survey Marketing Analytics 56

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. There is incredible power in customer-focused leadership. Even as the company grows, Shawn stays connected with customers on social media and talks to them daily to get their feedback, listen to their suggestions, and see their problems.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Lithium

JUNE 28, 2021

The Customer Engagement team is proud to present the first episode of Titans of Customer Engagement: A Customer Experience Podcast , Being Present on Social Media: It's Harder than You Think featuring Kerrie Robert , Social Media Manager of Customer Service at Experian. Apple Podcasts. Google Podcasts.

Social Media 52

Social Media Leadership Customer Engagement Engagement 52

NobelBiz

NOVEMBER 9, 2020

For contact centers to survive and thrive in the post-pandemic environment, social media channels can no longer be ignored. People interact with brands via the social media channels like never before. Do yourself a big service and learn the ABC of implementing a social media strategy for your Call Center.

Social Media 69

Social Media Call Center Contact Center Consumers 69

Michelli Experience

DECEMBER 13, 2017

be able to complain about any service breakdowns across my social media platforms or business review sites – such that the company would attempt to resolve my problem in a way that averts reputational damage across my network – ONE OF THE UNEXPECTED GIFTS 0F SOCIAL MEDIA. It’s Gotta Be Old School.

Social Media 113

Social Media Customer Service Consulting Study 113

ProProfs Chat

APRIL 23, 2019

Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. Simply put, social media marketing is not only spreading a word about your company but also an alternative channel to connect with your customers and provide them with customer service.

Social Media 67

Social Media Chatbots Poor Customer Service Brands 67

Michelli Experience

DECEMBER 13, 2017

be able to complain about any service breakdowns across my social media platforms or business review sites – such that the company would attempt to resolve my problem in a way that averts reputational damage across my network – ONE OF THE UNEXPECTED GIFTS 0F SOCIAL MEDIA. It’s Gotta Be Old School.

Social Media 100

Social Media Customer Service Consulting Study 100

Steve DiGioia

JULY 19, 2021

To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking. I’m happy to present my Leadership Series of interviews to you again. I hope you enjoyed this collection of my Leadership Series. Dan Gingiss.

Customer Service 189

Customer Service Social Media Hospitality Leadership 189

NetBase

NOVEMBER 12, 2018

We hear a lot about the ills of social media and how it’s leading to a more emotionally disconnected populace, as we’re all buried in our phones. And one country in the Horn of Africa is crediting social media with fostering some pretty significant political change actually. .” Social Media Heralding A New Way.

Social Media 52

Social Media Government Report Groups 52

InMoment XI

FEBRUARY 7, 2024

They’re engaging with hotels from any number of channels, including web browsers, mobile apps, messaging channels, social media, and review sites—among others. These guests are less inclined to fill out surveys but are actively sharing their experiences on travel review platforms and social media. Access 1/19/24.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Second to None

JUNE 7, 2018

Social media can serve as a foundational tool to establishing your organization’s online reputation, because it is a direct form of communication with your consumers. The second interaction on social media that can impact your brand perception is with new consumers. 1,2,3,4 [link].

Social Media 59

Social Media Voice of Customer Brands Advertising 59

InMoment XI

APRIL 28, 2022

As a quick reminder, unsolicited data refers to sources of information like social media and what you can infer from your market research. Once you’ve nailed down how to identify and capitalize on emerging trends, you’ll be well on your way to marketplace leadership if you’re not there already.

Marketing 493

Marketing Social Media Trends Groups 493

Steve DiGioia

MAY 15, 2023

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. The Power of Social Media Thanks to the rise of social media, customers now have a platform to voice their opinions and experiences with your company to the world.

Customer Satisfaction 182

Customer Satisfaction Social Media Loyalty Feedback 182

NetBase

DECEMBER 7, 2018

At last month’s Social Media Week London event, marketing agility was the topic of a panel moderated by NetBase VP EMEA, Michael (MJ) Paradiso. Charlie Marples , Social Media Insights Manager, Lloyds Banking Group. Manideepa Paul , Social Media Insights Manager, Lloyds Banking Group.

Social Media 56

Social Media Banking Groups Analytics 56

InMoment XI

APRIL 26, 2022

Such mistakes can quickly become viral via social media, review sites, and other tools, creating headaches both for brands and the customers (or employees) at the heart of such events. It’s understandable for organizations to be intimidated by the prospect of making mistakes while attempting to accommodate and include new audiences.

Customer Experience 493

Customer Experience Social Media Employee Experience Roadmap 493

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. To learn more about why your customer service staff should engage with customers via social media, check out the following piece written by Ashley Cooksley, for AdWeek.

Social Media 69

Social Media Chatbots Customer Service Brands 69

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Listening with their earplugs and watching on their cellphones with their friends or young social media influencers, Gen N is oblivious to any older generation around them.

Leadership 97

Leadership Hospitality Social Media Interaction 97

Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . Social media has ushered in urgency. The advent of social media has expedited the need to implement better customer experience and service for many organizations.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Calabrio

MAY 12, 2020

I want to start off this week’s column by thanking everyone who has been reading along here on the Calabrio blog, on TMCnet, and those of you that have reached out via email and social media to share your own stories. I hope these thoughts and ideas are helpful as you continue your leadership journey, too.

Leadership 130

Leadership Social Media Culture Analysis 130

Beyond Philosophy

SEPTEMBER 7, 2015

Social Media can level the playing field. Even solo entrepreneurial businesses can create a global presence using social media. Another benefit to social media is cost. You don’t need to hire a media company to buy airtime on radio and television. Social Media is a gift.

Social Media 60

Social Media Engagement Video Advertising 60

InMoment XI

JULY 7, 2022

Interviews, social media presence, and customer feedback surveys are another way to gauge how your brand equity is performing. In addition, a company with strong leadership, good financial performance, and excellent innovation will also have brand quality—ultimately creating more brand equity. Customer Preference.

Brands 492

Brands How To ROI Social Media 492

ShepHyken

JULY 20, 2018

This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. Depending on the size of your organization, there could be a constant feed of incoming messages being sent to your various social media accounts.

Social Media 47

Social Media Brands Consumers Feedback 47

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. Leadership, Accountability and Culture. Plus, she’s funny and snorts when she laughs!).

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

InMoment XI

OCTOBER 31, 2023

It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape. The call center manager’s leadership is essential in maintaining a high level of service quality and ensuring that the team meets performance targets. How do Call Centers Work?

Call Center 260

Call Center Strategy Management First Call Resolution 260

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Monitor and respond to social media complaints – and provide effective resolution. Responding to customers on social media? Blog Customer Experience Featured complaints leadership linkedin loyalty Social Media' Focus on speed and simplicity – with an emphasis on first contact resolution.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. And that’s really where the rubber meets the road. For more information on this report, you can find it here.

Social Media 40

Social Media Self Service Engagement ROI 40

Avaya

JUNE 23, 2016

population now on social media , social selling has become an important part of the mix for generating customer interest and turning that interest into a sale. Social selling is essentially using social media to identify and build relationships with prospects and customers.

Social Media 42

Social Media How To Omni-Channel Industry 42

ShepHyken

JANUARY 11, 2021

10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING. VHT Marketing) At VHT, we build customer service solutions for multiple channels, including social media. We’ve helped design and implement solutions for social media customer service.

Social Media 91

Social Media Customer Service Guidelines Loyalty 91

BirdEye

DECEMBER 8, 2023

Leadership and management: It’s about how good the leaders at the helm are at leading the company, their vision, and how they come across to the public. Social responsibility: What your company does for social causes, the community, and the planet. This includes having a crisis management plan in place for when things go wrong.

Strategy 115

Strategy Management Social Media Brands 115