Eptica

OCTOBER 16, 2019

Date: Wednesday, October 16, 2019 Author: Pauline Ashenden - Marketing Manager Travel – dealing with a crisis. On a positive note, high street rival Hays Travel has now stepped in to take over 555 stores and hopes to keep on 2,500 of Thomas Cook’s staff. Published on: October 16, 2019.

Travel 56

Travel Airlines Hotels Social Media 56

InMoment XI

APRIL 3, 2024

But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. Word spreads fast in the age of social media and a bad digital experience can hurt a brand’s reputation. It sets the tone for the entire company/consumer relationship.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

Michel Falcon Experience

FEBRUARY 21, 2019

In my interview with Rachel David , founder of Hashtag Communications , we discuss social media customer service, managing remote employees and how businesses can leverage influencers to build trust with potential customers. So, I told people on my social media, this is what happened.

Social Media 68

Social Media Customer Service E Commerce Customers 68

CSM Magazine

JANUARY 17, 2024

This communication format gained huge traction following the COVID-19 pandemic where remote working became the need of the hour. Typically, videos are shared across social media platforms such as Instagram, Metaverse, X, YouTube, TikTok and more. How Can Enterprise Video Platforms Transform Communication?

Communication 52

Communication 2023 Social Media Travel 52

ShepHyken

AUGUST 13, 2021

He writes about how successful, global brands use social media to deliver outstanding customer service experiences. Social media is a powerful tool that can encourage customers to acknowledge a job well done. It has shifted the goalposts for businesses as online customer feedback can be viewed by any user.

Social Media 145

Social Media Customer Experience Management Financial 145

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Social Media Government 98

LiveChat

MARCH 22, 2016

I’m sure that you’ve heard plenty of times why not having social media profiles is the worst idea you can have. If you’re not on social networking sites, it’s like you don’t exist, right? Why do I want to have social media profile? What are the best social media sites and which should I choose?

Social Media 48

Social Media B2C B2B Entertainment 48

GetFeedback

FEBRUARY 15, 2019

It’s also extremely important to monitor the social media conversation around your company. A resolution system may also be a good customer support tool which they can access when needed, such as live chat platforms, dedicated social media support, and traditional feedback forms.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

NetBase

MAY 1, 2019

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. But that information has to be quickly and cleanly communicated.

Social Media 43

Social Media Metrics Brands Insights 43

Interactions

AUGUST 7, 2019

As traveling becomes more mainstream, these amenities may seem like a distant dream. It’s no wonder that airlines seem to get drowned in complaints on social media. But as we look at the customer experience as a whole in the travel industry, big improvements can be made to make customers feel more valued, respected, and happy.

Travel 54

Travel Hospitality Books Airlines 54

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Try these methods: 1. Look for milestones.

Airlines 372

Airlines 2020 Social Media Hotels 372

LiveChat

APRIL 4, 2017

While it’s clear why having at least one social media account is a “must” for business, it might be difficult which social network site you should choose. Thanks to the below Q&A you will be able to develop your social media strategy from scratch and turn your social media presence into the best thing since sliced bread.

Social Media 50

Social Media B2C B2B Entertainment 50

Experience Investigators by 360Connext

JULY 13, 2015

We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! But customer experience travels on, past the prospecting and sales phase and well into the relationship with the customer. How often do you reach out with relevant, personalized communications? That’s a huge opportunity.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

InMoment XI

JANUARY 16, 2024

Hospitality Virtual Concierge Services : Hotels and travel agencies employ virtual concierge services powered by AI to provide guests with information about amenities, local attractions, and hotel services. Multichannel Support Consider AI software that supports various communication channels, including voice, chat, email, and social media.

Contact Center 260

Contact Center Virtual Agent E Commerce E-support 260

BirdEye

MARCH 3, 2023

Table of contents Importance of social media for businesses Top business features on Facebook Why you need a Facebook Business Page Is a personal Facebook account required to create a Business Page? billion people used social media in 2021 , and it’s projected to reach 6 billion by 2027. Statista estimates that 4.26

Social Media 98

Social Media 2027 2021 Advertising 98

CX Accelerator

OCTOBER 21, 2019

A Unified Communication/Video Tool. Having the ability to meet, communicate, screen share, and host training sessions with the click of a button is a game-changer. And having a log of all our communications in one spot helps us stay organized. Social media is a goldmine for CX professionals for so many reasons.

Customer Experience 208

Customer Experience Social Media Customer Journey Mapping Customers 208

Lithium

JUNE 11, 2019

In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement Customer Care 40

Lithium

JUNE 11, 2019

In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement Customer Care 40

Lithium

JUNE 11, 2019

In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement Customer Care 40

NetBase

MAY 22, 2019

It’s always great fun to head to New York to participate in Social Media Week – especially when we’ve got a panel of social marketing superstars like we had this year. Hillary Saviello – Digital & Social Media Manager, Communications, Global Policy and Advocacy, The Rockefeller Foundation.

Social Media 43

Social Media Brands Sports 2015 43

Experience Investigators by 360Connext

APRIL 6, 2016

The post Do Your Communication Tactics Undermine Your Intentions? Actually, now that they are pretty good about manners, I typically just give them a Mom glare and the polite words fall out of their mouths. But they have also learned that these words matter not because of the words themselves, but […].

Communication 146

Communication Consulting Customer Experience Social Media 146

BirdEye

APRIL 24, 2023

From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before. Channels: Inbound marketing primarily utilizes content marketing, blogs, and social media.

Marketing 93

Marketing Social Media B2C Advertising 93

Guavus

MARCH 31, 2020

Clearly, social distancing and self-isolation mean that telecommunications has become an elevated essential service, which of course, begs the urgent question: how will communications service providers (CSPs) meet the challenge of their new critical role in our changed world? Social media channels are bustling with news.

Communication 83

Communication Social Media Sports Events 83

CX Accelerator

OCTOBER 21, 2019

A Unified Communication/Video Tool. Having the ability to meet, communicate, screen share, and host training sessions with the click of a button is a game-changer. And having a log of all our communications in one spot helps us stay organized. Social media is a goldmine for CX professionals for so many reasons.

Customer Experience 182

Customer Experience Social Media Customer Journey Mapping Customers 182

GetFeedback

JANUARY 19, 2020

All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Posts and comments on social media.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Social Media Government 59

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Try these methods: 1. Look for milestones.

Airlines 143

Airlines 2020 Social Media Hotels 143

BlueOcean

DECEMBER 13, 2022

Part of the issue lies in the CRM and communications strategies–they simply aren’t always aligned, which allows inconsistent messaging to customers. That means communicating with integrity, openness, and honesty. In particular, transparency is critical. Customers need to trust a brand in order to stick with it.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Comm100

AUGUST 16, 2019

Mobile phones were intended to allow us to communicate in better and easier ways. So what does this mean for businesses who use the phone as a primary customer communication channel? Simply put, you’re attempting to communicate legitimately on a channel that’s becoming characterized by scams. The shift to digital.

Communication 40

Communication Social Media Contact Center Travel 40

Stella Connect

SEPTEMBER 22, 2017

How to Achieve Excellence in Travel Customer Service in 2018. Last year, people traveling to and within the U.S. At the same time, travel customer service will be tested like never before. This is a big challenge for the travel industry. 5 Best Practices That Will Distinguish Your Travel Customer Service.

Travel 40

Travel 2018 Customer Service Contact Center 40

CX Accelerator

OCTOBER 21, 2019

A Unified Communication/Video Tool Full disclosure: I now work for a UCaaS company. ?? Having the ability to meet, communicate, screen share, and host training sessions with the click of a button is a game-changer. And having a log of all our communications in one spot helps us stay organized. Three of my favorite benefits?

Customer Experience 140

Customer Experience Social Media Customer Journey Mapping Customers 140

CSM Magazine

FEBRUARY 1, 2024

It may include everything from answering phones at a hotel to providing social media support for a large corporation. Here are some examples: Solved communication issues by implementing active listening training for 20% of the entire company. Increased customer engagement with weekly social media question and answer sessions.

Net Promoter Score 52

Net Promoter Score Social Media Rewards Programs Customer Retention 52

SurveySensum

SEPTEMBER 21, 2023

Here’s how you can do it: Know Your Customers: Collect feedback on their purchase history, browsing habits, and social media interactions. Facilitate Communication: Make it easy for customers to express their needs and feedback. Clear Communication: Emails and messages should be straightforward. Simplify checkout.

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52

CSM Magazine

DECEMBER 17, 2020

Although a lot of the customer service required may be in advance of the date of travel, there may be a need for post-travel support and assistance too. Although a lot of the customer service required may be in advance of the date of travel, there may be a need for post-travel support and assistance too.

Customer Service 59

Customer Service Travel Social Media Retail 59

CSM Magazine

JUNE 7, 2023

Omnichannel customer service integrates multiple communication channels into a unified and seamless customer experience, giving customers the opportunity to reach you by phone, email, live chat, social media, instant messaging apps, and more, and to switch between them as they see fit without having to repeat information or start over.

Omnichannel 98

Omnichannel Customer Service E Commerce Social Media 98

BirdEye

MAY 10, 2023

Create SEO optimized blog articles, social media posts, infographics, and videos. Social media marketing With 54% of social media users reporting they use social networks to research brands and products, businesses should seek ways to leverage this opportunity.

Marketing 98

Marketing Social Media Advertising Reference 98

BirdEye

MAY 3, 2023

A marketing channel is any platform that allows you to connect and communicate your brand’s message with your target audience. These marketing communication channels are pivotal in reaching your target audience. They can be free, paid, online, or offline. This ensures you find the platform that can give you the most engagement.

Marketing 98

Marketing Social Media B2C Multi-Channel 98