Jan 14, 2020
Today, people have a network of social channels at their fingertips, making it easy for them to spread the word about their best and worst experiences with a brand. And this online customer feedback is easily available to see at a multitude of social and review sites. Social reviews drive decision-making when prospective customers are deciding where to dine, shop or rest their head on a pillow for the night.
Mar 22, 2019
As more and more people have adopted social media, online reviews have quickly become today’s word of mouth. When my favorite athleisure brand offers to fix my year-old running shorts at no cost, you can bet I’m thanking them on Twitter – they rock! But you can also be sure that I’m sharing on TripAdvisor when I get back from Hawaii to see I’ve been overcharged for my stay, and
Dec 12, 2018
Regardless of the industry, we should have the same reaction when a customer publicizes a problem – respond to their concern, diffuse the situation as quickly as possible, and try to address the root cause, especially when that complaint is shared on social media where it can reach hundreds of thousands of users in seconds. To ensure your customers feel understood and cared for, it is important to go beyond
Oct 31, 2017
Over the last decade, social media reviews have gone from being a minor element of brand monitoring to a significant indicator of consumer perception. This infographic shows how engaging with customers through social media can impact a company’s customer experience, social reputation and business performance.
Mar 22, 2016
Customer Experience Featured
A version of this article originally appeared in Hotel Executive on March 7, 2016. As the use of social media becomes more pervasive, its impact on businesses becomes more significant. Digital conversations about your hotel are taking place all the time, and if you’re not engaging in that dialogue, it’s a huge missed opportunity to strengthen your relationship with consumers. By taking advantage of social media interactions, you learn more
Jan 26, 2016
Consumers increasingly use social media to talk about their product experiences and inform their purchasing decisions. In the United States alone, 81% of online Americans report using social channels to become more informed about the products and services they buy. The Medallia Institute shares how some of the most progressive companies are leveraging social media in their customer experience management. Download these findings to: Understand how social platforms provide a critical forum
Apr 30, 2015
Customer Experience Featured
How should companies define success on social media? For many, success is a post that attracts lots of likes and comments or a campaign that goes viral. But while this approach can be impactful from a marketing perspective, recent research from Medallia and Best Western shows that social media is good for more than just increasing brand awareness. When done right, social media engagement can go much farther, contributing strongly
Apr 29, 2015
Most companies understand the importance of being active on social media. But how much business does this activity actually drive? And how can companies use it to strengthen relationships with customers and deliver better experiences? This report answers those questions.