User Generated Content: Your Next CX Strategy

User Generated Content: Your Next CX Strategy

Hey yo, and welcome back to Salty Social Media Vocabulary, where we cover all things social media strategy, customer experience design, and everything around and in-between. Today we’re discussing why generated content is both an essential part of a sound social media strategy and smart customer experience design. User Generated Content, or UGC, is when a…

Salty Social Media Vocabulary: CxD is the New Brand

Salty Social Media Vocabulary: CxD is the New Brand

Welcome back to another edition of Salty’s Social Media Vocabulary. Instead of our regular list of vocab words, we’re going to discuss customer service design, a topic that’s near and dear to us (and most successful brands). We’ve talked about customer experience design before, and we’d like to expand on how CxD should be a…

Mastering the Elements: Avatar Your Customer to Increase User Engagement

Mastering the Elements: Avatar Your Customer to Increase User Engagement

Overview Our regional real estate client Henry’s Home Investments sought to grow their business both geographically and financially. We’ll start by defining a Customer Avatar, then we’ll outline the process of creating a customer avatar, and ultimately how it affected user engagement for Henry’s. What is a Customer Avatar? A Customer Avatar (CA) is a fictional…

Salty Social Media Vocabulary: Mapping Your Customer Journey

Salty Social Media Vocabulary: Mapping Your Customer Journey

Welcome back to another edition of Salty Social Media Vocabulary. After a couple of weeks of Instagram hashtags, we’ve decided to bring it back to customer experience. One of our favorite tools we use with clients is a customer journey map. A customer journey map is a visual representation of every point of contact between…

Salty Waffle Social Media Vocabulary: Customer Service Edition Vol. 2

Salty Waffle Social Media Vocabulary: Customer Service Edition Vol. 2

Happy Tuesday! We’re happy to have you back for Salty’s weekly Social Media Vocabulary. As you may (or may not?) know, Salty Waffle specializes in helping improve our client’s customer service—amongst other things. Accordingly, today’s theme will be customer service oriented; let’s get into the vocab!  Customer Avatar: is a fictitious customer(s) that represents the aggregation of…

A Helpful Guide to Understanding Customer Experience Design for SMBs

A Helpful Guide to Understanding Customer Experience Design for SMBs

When shopping with Amazon, is your experience positive? You see their ads and place your orders, they send helpful messages and let you leave feedback about your purchase. This is all part of the customer experience. McKinsey Research indicates that 70% of buying is based on how customers feel. Therefore, it’s important for businesses to…

Four CX Trends That Will Raise the Stakes in 2019

Four CX Trends That Will Raise the Stakes in 2019

In the past decade, customer experience has seen revolutionary shifts thanks to advances in technology. Brands are learning to utilize analytics to have a better customer experience and increase the value they provide. Below are four CX trends that will propel brands even further into the future of customer experience improvements. Predictive Analytics Transforms CX…

Salty Social Media Vocabulary: Industry Night  

Salty Social Media Vocabulary: Industry Night  

It’s Tuesday, which of course means it’s time for another round of Salty’s Social Media Vocab. Today we’re diving into some common industry abbreviations with which many non-specialists may not be familiar. There’s a bit of overlap between many of these, making them potentially difficult to understand, but stick with us until the end and…