NetBase

OCTOBER 21, 2019

What dictates consumers’ media consumption habits? And what can media and entertainment brands do to keep pace with these ever-changing needs? We explore that and more in our Social Media Industry Report 2019: Media & Entertainment. Media & Entertainment Brands Must Eat or be Eaten.

Entertainment 40

Entertainment Social Media 2019 Sports 40

NetBase

APRIL 2, 2019

Understanding the emotions motivating consumer behavior is never easy, and consumers posting online about every bit of their experience with your brand compounds the problem. With sarcasm, imagery and emojis thrown into the mix, brands struggle to gather accurate insight to inform strategy. Contextualized data is at the heart of it.

2019 90

2019 Social Media Consumers Insights 90

Oracle

MARCH 30, 2020

Many brands are incorporating storytelling into their customer experience as a way to reach consumers in creative and compelling ways, and boost customer engagement. We asked consumers to provide their favorite brand storytelling examples, and here are 6 of them. Exceptional Brand Storytelling #1: Simple is better.

Brands 99

Brands Social Media Travel Sports 99

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. Expect 2019 to see this trend accelerate, particularly as we see the trust agenda escalating in today’s post-GDPR world.

2019 88

2019 Customer Experience Social Media Innovation 88

NetBase

JANUARY 1, 2019

It’s 2019 and time for another fast-paced year where brands are made and broken at the speed of social. Though periodic reports are useful for spotting patterns and tracking overall trajectory, live insights are critical to brand survival. This is how agencies like Spong use real-time dashboards for brands like Thermos.

Social Media 62

Social Media 2019 Banking Sports 62

NetBase

JANUARY 25, 2019

Now that 2019 is here, what should your brand or business be focused on during this first, pace-setting quarter? In addition to metrics like revenue, profit margins, expenses, and monthly profits/losses, there are several social KPIs worth tracking – because they can define the next year.

Social Media 59

Social Media Metrics Consumers Events 59

ShepHyken

DECEMBER 30, 2019

Using Social Media to Connect with Your Most Loyal Customers by Michael A. Create a better experience for them on social media. Several professors contributed to this short, but insightful, article about how to leverage social media in a way that drives higher revenue per customer.

Article 111

Article 2019 Customer Service Social Media 111

Hallmark Business Connections

MARCH 9, 2021

If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person. With that in mind, here are three direct mail-focused strategies brands can employ when marketing during this pandemic.

Marketing 97

Marketing Brands 2020 2021 97

Oracle

APRIL 1, 2019

Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Brands designing and delivering their omnichannel customer experience have more opportunities to get their CX right. Omnichannel is the new minimum threshold for brands. Embracing the dynamic customer journey.

Omnichannel 108

Omnichannel 2019 Customer Experience Touchpoint 108

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. But we want to call out the impact of social media in the hands of customers whose expectations haven’t been met.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MWC Barcelona 2019 Self-Service Sessions not to be missed. In a nutshell.

2019 95

2019 Innovation Telecommunications Events 95

CX University

NOVEMBER 21, 2020

Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Ask five different people what customer experience means to their brand and you would probably get twice as many correct, but different answers. This list goes on. The truth must be told.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

Oracle

NOVEMBER 27, 2019

From transformations in customer service technology and grocery shopping, to social media shopping and changes in the delivery and brick-and-mortar experience, here’s a look at innovations reshaping retail in 2019 and beyond. The emergence of social shopping. Revolutionizing the drive-thru experience.

Retail 74

Retail Innovation 2019 Multi-Channel 74

ShepHyken

MARCH 3, 2019

4 Brands That Mastered the Omnichannel Experience by Erin Ollila. Smarter CX) Take a look at how 4 brands are mastering omnichannel customer experiences across different industries. Here are four short case-studies from four recognizable brands that may give you a few ideas on how to leverage omnichannel.

2019 95

2019 Article Customer Service Omnichannel 95

NetBase

MAY 2, 2019

For brands, netnography – also known as audience segmenting – can bring you just as close to consumers. If “just as close” sounds like an exaggeration, you’ve just uncovered what you’re missing in your engagement efforts – which impact your ability to convert via social media. Here’s how. Look Below the Surface.

2019 71

2019 Engagement Entertainment Sports 71

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Right now, Khoros customers can leverage the platform to deliver a fully connected customer journey.

2019 40

2019 Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Right now, Khoros customers can leverage the platform to deliver a fully connected customer journey.

2019 40

2019 Engagement Social Media Roadmap 40

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. As 2019 comes to a close, they must better prepare for the new decade and beyond. billion by 2024, up from $220 million in 2019. Reaching customers through social media.

2020 136

2020 Customer Service Contact Center Social Media 136

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 Events Insights 56

NetBase

JULY 22, 2020

Many brands are still adjusting alongside the coronavirus, yet the social concerns of customers continue to evolve as well. Here, we’ll take a look at some of the some of the changes taking place in the market and what luxury brands are doing different to meet the needs of consumers right now. and European luxury markets.

Consumers 59

Consumers Brands Fashion Social Media 59

NetBase

JULY 3, 2020

The 4th of July is typically cause for celebration, but current events make that challenging for brands. Should brands leave it alone or attempt to make a go of it? How many brands (and consumers) are making the most of The Fourth. How many brands (and consumers) are making the most of The Fourth. Pool parties.

Brands 95

Brands Marketing Travel 2019 95

NetBase

SEPTEMBER 13, 2019

But social media audience analysis levels the playing field, capturing key consumer insights that makes messaging resonate and helps elevate your brand. A brand analysis will show what you don’t know, and offers ideas around ways to approach these elusive online inhabitants. Let’s check it out! Who Are You?

Social Media 53

Social Media Marketing Consumers Brands 53

Lithium

DECEMBER 28, 2020

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? Brands win by leading in digital customer engagement. This is true for every brand, across every industry, around the world. So how can your brand stand out in the areas your customers care about?

Engagement 52

Engagement Social Media 2019 ROI 52

Beyond Philosophy

APRIL 13, 2023

Part of the reason FOMO has become a part of our vocabulary is because of social media. However, when we define it in terms of social media, it’s also a social phenomenon. So, we not only fear being excluded from the experience but also being excluded socially. The feeds are constantly rolling.

Social Media 78

Social Media Marketing 2021 Events 78

ProProfs Chat

JANUARY 10, 2019

A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! But is that all you aim to offer in 2019 too? 3: Make Your Brand More Proactive.

2019 77

2019 Customer Service Omnichannel Social Media 77

Russel Lolacher

MARCH 8, 2020

According to Pew Research , this generation was born between 1981 and 1996 (ages 23 to 38 in 2019). 2) Millennials Expect You to Engage with them on Social Media. Salesforce found 86% of Millennials and GenZers use social media, 52% said it was their preferred method of engaging with brands.

Customer Care 80

Customer Care Social Media 2018 2019 80

Team HGS

SEPTEMBER 30, 2019

CX Day Thoughts on Brand-behind-the-Brand Storytelling. That’s precisely why brand storytelling is all the rage in today’s world. In the competitive marketplace, brands need a strong narrative to connect to customers—one that engages with empathy and bridges values, preferences—even lifestyle—of company and consumers.

Brands 40

Brands Social Media Contact Center 2006 40

ClientSuccess

JULY 23, 2019

The following lists the top five innovations in customer service those winning brands are adopting. If they still have to get on the phone to get their matter addressed, they expect to get the connected to the right agent with the right information right away. Customer Service Via Social Media.

2019 40

2019 Customer Service Social Media Multi-Channel 40

ShepHyken

AUGUST 14, 2020

Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand. It is the sum of all the disappointments, delights, highs, and lows experienced while dealing with the brand. Thus, every brand needs to adjust its products and services to become a part of the customer’s life. #2.

Customer Experience 129

Customer Experience Social Media Insurance Entertainment 129

NetBase

APRIL 28, 2020

ESports is an explosive industry and many top brands are paying attention. In-person tournaments have been cancelled to comply with social distancing, but have already shifted entirely online to keep things moving forward. Top gamers enjoy large followings on social media with whom they engage with pretty much daily.

Brands 67

Brands Sports Social Media Banking 67

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. For our 2019 predictions, we are honored to share unique and well-informed perspectives from an elite group of industry thought leaders. EXPECTATIONS: Brands strive to meet the extraordinary expectations of today’s connected customer.

2019 40

2019 Customer Experience Social Media 2024 40

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. How top brands use influencer analysis to power competitive intelligence. It depends on who you ask. Are they correct?

2019 55

2019 Marketing Social Media ROI 55

Fox Metrics

JUNE 25, 2020

A 2019 Edelman Brand Trust Survey found that 60% of consumers trust the opinion of influencers about products and services. It’s not unusual for a customer to find products on social media, visit your website to get more information about the product and then make the purchase in the physical store. Social Messaging Apps.

2020 111

2020 Marketing Social Media Advertising 111

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. The fact of the matter is that if your customer’s experience is poor, customers will eventually switch brands – it’s only a matter of time. If this is the case with you as well – don’t worry.

2019 48

2019 Customer Experience Social Media Customers 48

Qualtrics

FEBRUARY 13, 2019

From content marketing to brand management to SEO, there are numerous marketing topics you can learn about. At brand and marketing conferences, you can get fresh ideas, that will help your company thrive. Below are 10 brand and marketing conferences that you should check out for 2019. Date: March 5-8, 2019.

2019 20

2019 Brands Marketing 2018 20

NetBase

APRIL 29, 2020

Social media is flush with examples of poor marketing, as brands struggle to stand out with appropriate COVID-19 messaging. And social listening reveals answers to boxes that brands must check when sorting this out. Brand/Consumer Disconnect. Many brands do not know consumers all that well, after all.

Brands 56

Brands Advertising Consumers Social Media 56

delighted

JUNE 3, 2021

On the other, recent developments in IT infrastructure and data analytics have made it possible to track a customer’s journey across multiple touchpoints, from social media ads and interactions, to the website, app, chat, customer service calls and email, and finally back to the brick-and-mortar store.

Omnichannel 100

Omnichannel Retail Consumers 2021 100