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In Their Own Words: How Top CMOs Use Social Media

Social media hasn’t just changed how people share their lives with family and friends. It’s transformed how brands reach customers, and how CMOs operate within their organizations. “Twenty years ago, the CMO was essentially the broadcast arm of a company,” says Michelle Peluso, one of The World’s 50 Most Influential CMOs. “But that is changing dramatically now. Social has completely flattened the relationship and empowered...

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Sprinklr Launches a Tool to Leverage Facebook Messenger Bots – Driving the Future of Customer Experience Management

Today, we’re excited to announce a new era of automated conversational experiences via Facebook Messenger. Sprinklr will be helping a global cosmetics company implement Facebook’s handover protocol in Messenger. With Facebook’s handover protocol, businesses can create multiple experiences within a single bot. Brands will be able to easily move customers from an automated bot to a one-to-one conversation in Messenger. This will...

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The Benefits of Making Social Media Content More Accessible

With 2.8 billion people active on social media, it’s clear just how important it is for brands to provide a great user experience across the digital landscape. But while brands may be posting engaging content, it may not be easy for everyone to understand or interact with. Below are ways that brands can make their social content more accessible for global customers, people with disabilities, and mobile users with lower...

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3 Companies That Masterfully Integrate Social Media and Customer Experience

Social media is the bedrock of successful customer experiences. Many businesses know this, but few have the tools and skills to deliver truly valuable experiences for their customers. According to new research from Sprinklr and Harvard Business Review Analytic Services, 12% of enterprise managers and executives fully integrate social media with customer experience management, while 27% don’t integrate the two at all. Those select,...

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Lessons From Las Vegas: Unify Data to Improve Customer Care

I recently took a trip to Las Vegas during which everything that could go wrong, did go wrong. I had a two hour delay to check into my room, a dinner that was much longer than it should have been, and a room service order that never actually showed up. I voiced my frustration on social media, and the hotel brand quickly responded and followed up via direct message to resolve my issue, connecting me with the senior guest services team...