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. Managing your brand reputation involves listening to and acting on the Voice of the Customer.

Automotive 260

Automotive Management Social Media 2024 260

Natalie Petouhof

NOVEMBER 2, 2016

Tweet Constellation Research is launching a new program, and I’m happy to share that Oracle has been listed on the Constellation ShortList ™ for Social / Digital Media Listening / Monitoring/ Engagement Platforms. Companies can develop social/digital strategies based on the insights gained through social/digital media monitoring.

Engagement 84

Engagement Advertising Document Reference 84

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring? What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring? What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring? What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring? What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy.

NPS 260

NPS Customer Centricity Culture Automotive 260

GetFeedback

JANUARY 28, 2020

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. It’s no doubt that you are using social media to engage with your customers. Facebook live video.

Social Media 322

Social Media Customer Retention Customers Article 322

NetBase

OCTOBER 1, 2019

Social listening solutions offer businesses so much customer experience insight, and it’s important to know how to capture every last bit of it – and to know what to do with it when you have it! We have guidance for you below around how to get the most from your social listening using all of these solutions together – or apart.

Social Media 40

Social Media Customer Care Insights Consumers 40

NetBase

AUGUST 30, 2019

Does your brand have a handle on the social conversation happening around its Owned, Earned and Partnered content? More specifically, you’ll want to know if audiences love the content coming from three sources: Your brand’s social channels and domains (owned). Why Converged Media Metrics are a Game Changer. Let’s see how it looks.

Metrics 69

Metrics Reference Insights Measurement 69

CX Accelerator

NOVEMBER 7, 2023

Are easy to reach on certain customer service channels (like social media) but not so easy on others. Tanuj Diwan , advising that we listen to all customers with an open mind says: 17) get offended by customer complaints, feedback, and do nothing about them. Back To Blog Home Give inconsistent or incorrect answers to customers.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

InMoment XI

MARCH 18, 2024

Now that we’ve explored capturing Strongest Signals in our previous blog post , it’s time to dive into the heart of Integrated CX—unlocking the Richest Insights. Every customer comment, whether from emails, social media, or customer service interactions, can be dissected for sentiment and emotion analysis.

Insights 260

Insights Multi-Channel Webinar Social Media 260

Service Untitled

OCTOBER 15, 2013

The buzz phrase “social listening,” also known as social media monitoring, can help organizations and businesses be more effective and build stronger brand relationships. Perhaps the Dell story with the “power to do more” further explains the concept of “social listening.”

Social Media 77

Social Media 2005 Advertising Customer Satisfaction 77

NetBase

OCTOBER 26, 2018

Hopefully you’ve been applying social listening all along – so you know what your audience is talking about, what has them most excited, and why. Let’s use NetBase Pro to explore the social landscape right now with a quick search on the term “the holidays.” This is why it’s important to let your social listening guide you.

2018 49

2018 Demo Consumers Brands 49

Comm100

FEBRUARY 6, 2023

Some will want their issues addressed on other channels, from chatbots, social media, voice calls, or video calls. This involves including customers in your plans, constantly engaging them on social media, telling your brand stories, and offering education. Customers typically engage with your brand on different touchpoints.

Financial 76

Financial 2023 Blog Customer Experience 76

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. It Starts with Effective Social Listening.

Social Media 88

Social Media Blog Customer Service White Paper 88

NetBase

SEPTEMBER 11, 2019

And the savviest of all track a trend back to its origin with social listening. And who has time to waste on social? There are some amazing opportunities awaiting brands online and trusting your social insight is super essential when it comes to distinguishing between an opportunity and a time suck.

2013 57

2013 Insights Events Brands 57

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 56

Social Media Engagement ROI Customer Care 56

ShepHyken

MAY 15, 2023

In this blog post, we’ll explore why it’s essential to connect NPS initiatives to financial success, how insights from top CX and NPS influencers can help, and identify specific links that companies can look for between NPS and financial performance. It starts with Social Listening. That’s why it’s called “social.”

Article 64

Article Net Promoter Score Customer Service 2023 64

ShepHyken

AUGUST 9, 2019

His client was so surprised and thrilled that he shared it on social media. Think about all the changes you can make by giving, listening, engaging and having conversations with your customers. The post Guest Blog: Converting Customers To Die Hard Fans appeared first on Shep Hyken. To find out more visit www.happionaire.com.

Blog 118

Blog Seminar Hotels Customer Satisfaction 118

ShepHyken

FEBRUARY 9, 2018

Some key communication skills include: Listening – The better you listen, the better you are at communication. Employee Advocacy Platform – this tool gives your employees a simple way to share curated, pre-approved content across their social networks. Ask for feedback.

Customer Service Training 153

Customer Service Training Brands Blog Customer Service 153

ShepHyken

MAY 31, 2019

Services such as ReputationDesk can help brands track, monitor and react to feedback across the web and social media, allowing them to use real data to shape their customer experience strategy. Listen to the feedback that your customers give you online and use it to influence your next move. Use customer feedback constructively.

Blog 117

Blog Customer Experience Touchpoint User Experience 117

ShepHyken

AUGUST 30, 2019

For instance, a guitar manufacturer will be able to send targeted offers to customers that listen to hard rock and different offers to customers that listen to blues. It’s about listening to customer feedback and actually implementing customer suggestions. It’s about going the extra mile to resolve customer problems.

Blog 105

Blog Loyalty Programs Loyalty Lifetime Customer 105

GetFeedback

NOVEMBER 20, 2019

But one sometimes overlooked method of collecting feedback is by meeting your customers where they are— distributing surveys through social media. . Why social media is a gold mine of customer feedback. billion people use social media. . Social media is made for engagement, for sharing, for talking and commenting.

Social Media 284

Social Media Feedback Customers Customer Centricity 284

ShepHyken

MAY 3, 2019

Many companies are exploring selling opportunities through social media like Instagram, where they can post pictures and provide links to quick payment options like Paypal; other companies are opening up tools like WhatsApp for their customer support and live chat. Improve employees’ listening skills and empower them to follow through.

Blog 115

Blog 2011 Loyalty Definition 115

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? Consumer empowerment (social media has consumers publicly sharing stories about buying experiences) is diluting customer loyalty to brands and raises expectations about post-purchase support. Without skipping a beat, we posted about it on social media.

Blog 75

Blog Social Media 2018 2017 75

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. If you hire people that are not delighted to be social and servicing people, you’ll likely end up with employees that don’t care. Poor listeners. Two-way conversations begin with employees listening carefully before responding. Check out our thoughts on customer focus.

Customer Service 95

Customer Service Blog Customers Workshop 95

BirdEye

MARCH 5, 2024

In the whirlwind of tweets, likes, shares, and comments, a goldmine of insights is waiting for savvy businesses to listen. This practice, done by social media monitoring tools, enables brands to keep a pulse on their online reputation and insights into consumer behavior and emerging trends.

Social Media 59

Social Media Multi-Channel Insights Brands 59

Brandwatch CX

NOVEMBER 8, 2023

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. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 98

Social Media Metrics Demo Measurement 98

Experience Investigators by 360Connext

MARCH 30, 2015

In case you didn’t know it, the only marketing we’ve ever done here at 360Connext is blogging , speaking and social sharing.) Does the page have clear social proof and evidence that we’re legitimate? I hope you’ll listen to the episode to hear all of Andy’s great wisdom on this topic. Listen now!

Marketing 211

Marketing Social Media Consulting Blog 211

ShepHyken

FEBRUARY 8, 2019

It is better that you hear from your employees and you nip the problem in the bud, rather than finding out about it later after your customers have blasted you on social media. You can do that by listening to recordings, reviewing e-mail threads or any other documentation of the customer interaction.

Feedback 95

Feedback Blog Customer Experience Contact Center 95

ShepHyken

NOVEMBER 2, 2017

Social Media. Similar to review sites, customers will give their honest feedback about organizations on social media platforms. Ensure you are listening to their needs, by learning what your competitors are doing and what the customer actually likes and dislikes, your customer service will improve. Conclusion.

Blog 76

Blog Customer Service Social Media Advertising 76

BirdEye

NOVEMBER 28, 2023

In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation. This plan probably contained information about who your customers are, which social networks they use, where they spend time in the real world, their values, etc. There are so many possibilities!

Management 109

Management Social Media 2007 Reference 109

Brad Cleveland Blog

FEBRUARY 16, 2017

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world.

Customer Care 26

Customer Care Customers Multi-Channel Social Media 26

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Read Shep’s latest Forbes Article: Six Ways Listening Improves The Customer Experience. Shep Hyken.

Blog 80

Blog Omnichannel Social Media Retail 80

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. Social media is also a powerful marketing tool used by businesses of all sizes. In this comprehensive guide, we’ll walk you through everything you need to know about social media management for local businesses.

Social Media 98

Social Media Management Multi-Channel ROI 98

Brandwatch CX

JUNE 15, 2022

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. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 144

Social Media Metrics Demo Measurement 144