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NPS vs. Social Media For Market Research

Retently

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram.

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The Best Social Media Channels for Customer Service

Shep Hyken

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. None of us invented the social channels, either.

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25 important social media questions, answered

BirdEye

Social media is a daily part of our lives, but many companies still have questions about it. These are just a few of the social media questions that businesses are asking. In this blog post, we’ll answer 25 of the most important social media questions.

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Social media analytics: Definition, types, and importance

BirdEye

When it comes to social media, analytics is everything. Without understanding the numbers behind your social media efforts, you’ll have no way to determine whether or not your campaigns are successful. Understanding social media analytics.

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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

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11 Social media benefits for your business

BirdEye

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. Social media marketing at a glimpse.

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The best time to post on social media per platform

BirdEye

As a social media manager, your success hinges on how well you can engage with and grow your audience. Figuring out the best time to post content on each social media platform can make or break your campaigns. When is the best time to post on social media in general?

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How to create the next great social media campaign

BirdEye

A well-crafted social media campaign can turn your brand’s content into a powerful marketing tool. This article will show you how to create a social media campaign strategy that actually works for your business. Table of contents What is a social media campaign?

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15 Types of social media to help boost your brand

BirdEye

Using social media to grow your business’s presence online is a great start, but keeping up with new platforms can be challenging. There are more than a dozen types of social media with more popping up every day. Social networks 2. Social bookmarking sites 5.

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15 social media engagement posts your company should try

BirdEye

Engagement is the measurement of success on every social media platform. If you want to increase your engagement rate, you need to know what social media engagement posts are and how to use them. Table of contents What is social media engagement?

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The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

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Social Media Influencers and Your Customer Experience

Michelli Experience

Thanks to social media, many brands have softened their traditional media buys and have focused instead on influencing purchasers through a variety of strategies. The rise of social media influencers is well-chronicled. For example, the social/community company Crowd , notes: “Influencer” is the biggest buzzword at the moment. Favoring Social Media Influencers. Social Media influencers don’t have to be human.

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Customer Service: 5 Ways of Using Social Media for Customer Support

Helpware

Social media is a powerful tool that has become integrated into consumers’ daily lives. Nearly 59 percent of the global population uses social media platforms, with the average user spending roughly two hours of their day browsing through their social media accounts.

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Here’s Everything That Social Media Outsourcing Can Do For You This Holiday Season

Magellan Solutions

What is Social Media Outsourcing? It goes without saying that one of the most significant marketing platforms for companies nowadays is social media. Companies now have an easy way to connect with millions of potential clients via social media platforms. Did you know that social media outsourcing is prevalent nowadays? Whether a business is big or small, social media is a useful tool. WHAT IS SOCIAL MEDIA OUTSOURCING?

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Leveraging Social Media For Customer Service & Competitive Insights

Doing CX Right

Listen to Madalyn Sklar, social media evangelist, explain how to enhance customer relationships, build communities, and gain competitive info. The post Leveraging Social Media For Customer Service & Competitive Insights appeared first on Doing CX Right.

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Who’s Your Customer? How Understanding Your Customer Improves Brand Experience and Loyalty

Speaker: Hope Neiman, Chief Marketing Officer of Tillster

With increased visibility into customer behavior, brands become well-equipped to leverage their technology, increase sales, and ensure returning customers. Join Hope Neiman, Chief Marketing Officer of Tillster, to learn how restaurants can create customized and seamless brand experiences that consumers desire.

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Social Media is Bad for Customer Service

Bill Quiseng

Social media is bad for customer service. But I am not against monitoring social media or using it as a responsive customer service channel. On the contrary, I believe social media has been literally and figuratively priceless for small businesses.

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Social Media and Customer Service

Ann Michaels and Associates

The secret is out in living color on the cover of Consumer Reports – how to use social media as the last chance way to get some attention when unhappy with a product or service. This issue shares secrets to great customer service, and social media use is one of them.

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How to Tell if Your Favorite Brand Monitors Social Media

Steve DiGioia

Do you reach out on social media to the businesses you purchase from? So, how do you tell if your favorite brand monitors social media? Well, it turns out that Zappos, besides being great at customer service, is also great at responding to social media mentions. The post How to Tell if Your Favorite Brand Monitors Social Media appeared first on Steve DiGioia and was written by Steve DiGioia.

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Key Social Media Trends to Be Aware of When Outsourcing

Helpware

Social media trends and popular engagements are increasingly impacting how companies market their products and services. Social MediaConsequently, outsourcing companies are tapping into this new marketing force to drive sales for their clients.

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How to Maximize Customer Satisfaction Through Digital Channels

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, organizations are implementing digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this effect overall customer satisfaction?

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9 Important social media trends you need to know in 2023

BirdEye

Social media is an ever-changing landscape where trends rise and fall every day. If you aren’t keeping a close eye on the latest social media trends, you might be left guessing while your follower count decreases. TikTok is becoming more than just a social platform.

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How to craft a social media content strategy

BirdEye

Content is the most powerful tool that you can use to grow your brand on social media. It can mean the difference between a few followers and an undeniable presence on Facebook, Twitter, and every other major social platform. Pick the best social media platforms for your goals 4.

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5 Strategies to Improve Customer Retention With Social Media

GetFeedback

In this article, we are going to talk about how to use social media to attract and retain customers. The good thing about social media is that it allows you to build strong connections with your customers. Customer retention through social media isn’t easier though.

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The Top Social Media Monitoring Tools

Brandwatch CX

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. If you are a social media rookie, this list of the top free social media monitoring tools might come in handy.

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The Difference Between Customer Experience and Customer Feedback

Your customers are talking to your brand across every digital channel: Are you listening? Learn how to go beyond surveys by unifying cross-channel data to generate a representative Voice of the Customer.

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The High Cost of Poor Social Media Monitoring and Moderation for Brands

Helpware

It might seem like a sound strategy: let social media do its thing to promote your business and assume that your hard-won reputation will remain intact. In today's cultural climate, social media can be a brand's best friend and, in equal measure, its biggest enemy.

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The Social Media Customer Service Opportunity

NICE inContact

Naturally, I did what many of my fellow millennials would do and took my issue to social media. Apparently their social media was as backed up as their contact center. By now you’ve no doubt heard the resounding chorus of business experts giving their advice on why it’s critical for your business to have a presence on social media. Social networks like Facebook and Twitter can no longer be given the diminutive title of “Fad”.

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Top 4 Tips to Nail Social Media Customer Service

Comm100

Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of most of our daily lives. Social media has brought an ever-increasing amount of empowerment to customers, and a growing set of expectations.

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How To Get Your Public Service Agency To Take Social Media Seriously

Russel Lolacher

Social public service isn’t effective off the side of your desk. Serious Social Media. Social public service can’t be thought of as an “oh right, that thing we should also do” check box and expect it to be successful or even relevant.

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The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

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Don’t Use Social Media For Feedback

Opinionator

In this article we will recommend you don’t use social media for feedback, even though it may look tempting. For example, according to Pew – In the United States, an estimated 244 million people used social media in 2018, a number forecast to exceed 257 million by 2023.

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5 Ways You can Build Customer Trust with Social Media

Russel Lolacher

CONSIDER GETTING SOCIAL . Social media, done well, is an amazingly effective tool at building social capital. Creating an online social presence, where you are sharing and engaging with a defined audience can really help in establishing trust.

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The High Cost of Poor Social Media Monitoring and Moderation for Brands

Helpware

The High Cost of Poor Social Media Monitoring and Moderation for Brands. Content Moderation Social Media

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4 Real-life Examples How Social Media Influenced Customer Experience

Lumoa

Brands are often missing that “social media” is a social platform. Although social media is often used for advertising and brand awareness, do you remember that the best advertisement is a happy customer? Social interaction and engagement is what makes your brand personal and builds connection to the audience. Very often, your customers are already using social media to discuss your brand.

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Consumers Haven’t – And Don’t Plan To – Shop Via Social Media

Forrester Digital Transformation

US consumers have little interest in doing their shopping – let alone holiday shopping – on social media platforms. Age of the Customer B2C Marketing digital business holiday social marketing social media

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Guest Post: Here Are The Do’s & Don’ts of Social Media Customer Service

Shep Hyken

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. . 4 Do’s of Social Media Customer Service .

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Social Media Study: Stress Hurts Call Center Employees and the Customer Experience

Uniphore

Rather than running another survey, Jacada sought to analyze conversations between contact center employees on social networks such as Facebook, Twitter, Reddit, and Quora. Increasingly, companies listen to their customers on social media, but what about their employees?”

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The Majority Of Chinese Social Media Users Are Social Savants

Forrester Digital Transformation

Have you thought about whether your audiences use social media to interact with your brand, and in which part of the customer lifecycle they use in social media? Our recent survey found that Chinese social users are super active and show greater acceptance of social media.

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5 Ways Everyone Wins with Proactive Social Media Engagement

Experience Investigators by 360Connext

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. Marketers and other business leaders could actually prevent customer service issues by using social media to share more proactively with customers and their communities. Social can help your leadership seem more down-to-earth and in tune with customers.