ECXO

JANUARY 21, 2025

Meanwhile, negative reviews flooded social media and online marketplaces. They offered a 90-day return policy, no questions asked. Action: Create multiple channels for feedback (surveys, social media, support tickets) and set up a system to analyze and act on it. One tweet went viral: Bought the ApexSmart 5000.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

ShepHyken

JULY 2, 2021

He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. . It’s time to review the do’s and don’ts of social media customer service. .

Social Media 148

Social Media Customer Service Chatbots Self Service 148

ECXO

DECEMBER 25, 2024

Actively Collect and Leverage Customer Feedback What to Do: Use surveys, social media listening, customer reviews, and even interviews to gather insights. in-store, online, mobile apps, and social media). Its policies, such as free shipping and a 365-day return window, remove common friction points for customers.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Social media brand representatives don’t understand the medium or the customer service policies. Treating social media channels as nothing more than sales promotions will fail every time. Blog Customer Experience Featured Social Media User Experience customer service linkedin multi-channel'

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

Retently

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. For instance, if your social media ads perform better than email campaigns, double down on social.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

AWS Machine Learning

MAY 30, 2024

Organizations across media and entertainment, advertising, social media, education, and other sectors require efficient solutions to extract information from videos and apply flexible evaluations based on their policies. You can use the solution to evaluate videos against content compliance policies.

Policies 131

Policies Video Advertising Analysis 131

BirdEye

JANUARY 17, 2024

Juggling multiple social media profiles across various locations is no small feat — it’s a make-or-break task for your brand’s online presence. Social media approval workflows are like your brand’s lifejacket — they help you stay afloat even when navigating choppy waters. Watch the Free Demo Now.

Social Media 109

Social Media Multi-Channel Software Feedback 109

BirdEye

DECEMBER 6, 2022

hours on social media each day – and that number is only expected to increase. Social media has become a major part of our lives, and many platforms offer features that can benefit local businesses. Table of contents Social media marketing at a glimpse Benefits of social media marketing 1.

Social Media 97

Social Media Policies Connections Analytics 97

Helpware

SEPTEMBER 3, 2024

We all enjoy social media for opening up our way to online freedom and limitless communication. In a world where every tweet, post, and story can go viral in seconds, social media content moderation has become the linchpin of digital safety.

Social Media 87

Social Media Guidelines Policies Communication 87

Comm100

DECEMBER 16, 2024

Omni-channel support AI ensures seamless transitions across multiple channels (email, chat, social media, etc.), Automated ticket systems, for example, categorize and assign inquiries based on urgency, customer profile, defined SLA policies , and previous interactions. keeping context intact.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

Experience Investigators by 360Connext

OCTOBER 6, 2014

Honesty is the best policy. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

BirdEye

FEBRUARY 15, 2023

Dentists and dental practices are increasingly turning to social media as a way to connect with patients, promote their services, and grow their businesses. Social media marketing provides dentists with an effective platform for connecting with potential customers and building relationships that will last.

Social Media 96

Social Media Guidelines Video Entertainment 96

InMoment XI

OCTOBER 19, 2021

We have agents on the phone, email, live chat, and social media messaging. Beyond our contact centre data we can also leverage external sources such as social media or reviews. However, which data we can share—from a policy, privacy, or tech point of view—determines to what extent we can leverage the tools.

Analytics 370

Analytics Data Customer Experience Social Media 370

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Tips 195

Tips Management Social Media Hotels 195

Experience Investigators by 360Connext

AUGUST 3, 2021

For more information, view or Terms of Service & Privacy Policy. Social listening is an industry buzzword, but it describes a very simple concept: monitoring social media and the web as a whole for mentions of your brand. For more information, view or Terms of Service & Privacy Policy.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

BirdEye

NOVEMBER 5, 2024

Table of contents What is Google’s review policy? What is Google’s review policy? To identify potential issues, Google evaluates the contents according to the Google review policy to ensure users provide only honest and unbiased feedback about businesses. Why Google reviews aren’t showing up?

Policies 98

Policies Guidelines Social Media System 98

Lumoa

FEBRUARY 9, 2023

Social Media You might be wondering why social media is on the list. Social media is a powerful tool when it comes to customer experience. Let statistics speak for themselves: Churn can increase by up to 15% if businesses fail to respond to customers over social media. It’s simple.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Steve DiGioia

MARCH 9, 2020

But first, let’s reevaluate your policies and procedures. Policies and Procedures. How often do you reevaluate your policies and procedures? Monitor Social Media Mentions and Online Rating Websites – see what others are saying about your business to their circle of influence. service improvement plan.

Policies 310

Policies Competitive Advantage User Experience Comparison 310

BirdEye

SEPTEMBER 27, 2024

Social media has become an integral part of our everyday lives, with people sharing their personal and professional experiences online. This is where a strong social media policy comes into play. Table of contents What is a social media policy? What should a social media policy cover?

Social Media 52

Social Media Policies Guidelines How To 52

Experience Investigators by 360Connext

MARCH 28, 2018

These people get the job done with a focus on process and policy, not with a focus on the customer experience. Your social media is stagnant. You’ve chosen people who have the right sets of skills over those who truly want to do right by your customers.

Feedback 259

Feedback Social Media Communication Customer Centricity 259

QuestionPro Audience

MAY 24, 2018

The least trusted were Uber (5%), Snapchat (6%) and Twitter (8%), who recently announced an updated privacy policy. SOCIAL MEDIA. Almost 70% of American adults report using at least one social media platform, according to a study by Pew Research. Perhaps you remember the 1995 film, The Net.

Consumers 207

Consumers Data Social Media Study 207

Brandwatch CX

JANUARY 13, 2025

Our step-by-step guide explains how to create a social media policy that protects your brand reputation online.

Social Media 52

Social Media Policies Brands How To 52

GetFeedback

MAY 5, 2019

Customers frequently get rejected after making a complaint due to incredibly strict and narrow warranty policies. One of the reasons why Apple remains the best option for a large number of customers all around the world is precisely their warranty policy, included in the official Apple Care support system.

Sales 277

Sales Loyalty Programs Social Media Policies 277

Experience Investigators by 360Connext

JANUARY 8, 2018

Look for trends in social media. They’ll tell you things like “I hate telling a customer we’re closed on the weekends” or “The ‘no returns after 30 days’ policy stinks and customers get frustrated.”. Here are a few ideas: 1. It may not be a HUGE deal yet, but it could become one later.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

ijgolding

NOVEMBER 28, 2014

Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.

Social Media 318

Social Media Airlines Video Consumers 318

Retently

MARCH 11, 2025

Step 4: Moderating Social Media & Marketplace Queries Customer experience doesnt stop at email and chat, a CX Manager also regularly monitors: Amazon & Sephora product Q&A sections making sure common questions are answered. The real impact comes from acting on it. The challenge? Making automation feel human, not robotic.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Uniphore

JULY 10, 2021

As principal analyst at Contact Center Week’s Customer Management practice, Brian leads all research and advisory endeavors related to artificial intelligence, contact center technology, business analytics, customer experience strategy, and social media. Privacy Policy / Legal. Privacy Policy / Legal. Contact Us. +1

Call Center 223

Call Center Contact Center How To Case Study 223

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Impossible expectations.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Experience Investigators by 360Connext

NOVEMBER 13, 2014

Knowing certain products cause this hesitation, reassure customers both online and in-store about return policies. Maybe the staff can’t know everything about everything, but they can know about which products are most likely to cause hesitation. Showcase how products can be used.

Customer Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

Comm100

SEPTEMBER 13, 2021

To acquire new customers and retain existing ones, companies need to adopt digital channels that customers now expect, particularly live chat and social media. By connecting your digital channels into one platform, organizations in any industry can support customers through live chat, email, text messaging, social media, and more.

Customer Service 246

Customer Service Social Media Omni-Channel Connections 246

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. Privacy policies. Company policies that affect customers. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. White papers. Blog posts. User guides.

Self Service 275

Self Service Knowledge Base e-support Policies 275

PeopleMetrics

JANUARY 24, 2025

It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS. The bot handles 60% of customer inquiries, including order status, return policies, and product recommendations.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

Steve DiGioia

MAY 15, 2023

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. One bad customer service experience can quickly snowball into a viral social media campaign that can damage your company’s reputation for years to come.

Customer Satisfaction 182

Customer Satisfaction Social Media Loyalty Feedback 182

Lumoa

NOVEMBER 17, 2022

Clear and concise delivery and returns policies. Public social media reviews can provide insight into competitor pricing and allow businesses to adjust their offering to suit. Another measure of customer satisfaction is communicating with your customers on social media platforms. Website speed tests.

e-support 195

e-support Customer Experience Social Media Chatbots 195

InMoment XI

AUGUST 1, 2024

Customer sentiment analysis involves using natural language processing (NLP) and machine learning techniques to analyze customer feedback from various sources— think social media, reviews, surveys, and more. First, collect feedback from various sources, including social media, reviews, surveys, and support interactions.

Measurement 195

Measurement Effort Score How To Hotels 195

InMoment XI

MAY 30, 2024

Text analysis has become a critical component of analytics and business intelligence, enabling companies to derive meaningful information from unstructured data sources such as emails, social media, online reviews, and more. Examples: Ingesting social media data to detect emerging trends.

Analysis 195

Analysis Software Self Service Social Media 195