It’s no easy task to manage multiple social media accounts or other platforms for communicating with the customer, especially at scale. Manually checking each platform eats up valuable time, and messages are sure to fall through the cracks when there’s no system in place to track them.
To stay on top of your marketing strategies, write compelling content and ads, and engage with your audience most effectively, you’ll need tools for customer experience (CX) strategy creation and implementation, customer journey analysis, customer engagement software, and social marketing analytics.
Nuvi’s Enterprise marketing platforms optimize your marketing efforts every step of the way, both internally and for your customers. With Nuvi Listen, Plan, Publish, Engage, and Analyze, you can create and execute a comprehensive digital customer experience strategy.
NUVI Listen: Industry-leading Social Listening Platform
Listening to the conversation taking place on social media and online about your brand, competitors, and industry is an essential first step to forming your CX strategies. With insights gained from a social listening platform, you can create a better user experience. Improving the social customer experience your brand provides by identifying topics and issues that are important to your customers can help your business reduce churn and meet (and even exceed) customer expectations.
Nuvi Listen is fueled by an industry-leading marketing AI platform in data analysis accuracy and speed of data collection called Nuvi Language Engine (NLE). In Listen, enterprise marketers can set up social media listening and monitoring rules based on keywords, competitors, industry influencers, social or online sources monitored, and a plethora of other criteria. Once a monitor is set up, Listen generates a social mention feed.
Each mention is individually analyzed by some of the NLE’s 20 language facet metrics, as seen at the top of each mention card above. These include emotion analytics, sentiment analysis, vulgarity analysis, and more. To learn more about the analytics on these mention cards, read Customer Experience Management: Nuvi’s All-New Language Engine.
As a key staple of the social listening platform, Nuvi's patented Bubble Stream graph gives a visual representation of sentiment and makes it easy to identify and analyze your audience or competitor's real-time social data. There are many more social analytics dashboards available for deeper analysis of social data, and they will be discussed later in this article.
As Nuvi Listen helps point you towards topics, keywords, and influencers that are meaningful to your audience, it is a versatile and valuable marketing platform solution for brand management, crisis management, reputation management, event management, market research, competitor analysis, and many more use cases. Ultimately, the brand listening tool is designed to help you build meaningful connections with your customers, customer loyalty, and ROI through customer-centric strategies.
Your customer journey strategy is only as good as the data it’s derived from; it’s essential to keep them updated with comprehensive, real-time data in order to keep providing your customers with an optimal customer journey.
NUVI Publish: Content Marketing Strategy and Automatic Post Scheduler
Once the customer experience and data analysis have been completed, the next step is to translate them into strategies for branded content marketing, product development, customer engagement marketing, etc. Effective advertising strategies will help compensate for any gaps between customer expectations and experience and build customer loyalty by creating resonating and relevant content. Nuvi Publish is where strategy is workshopped into the actual ads and social posts your brand will put out. With Publish, the brightest minds on your team can collaborate to drive your social customer experience strategy into action.
Nuvi Publish is one of the company's main social media management tools for multiple accounts as it is set up for easy strategic planning and collaboration with a team. It allows you to assign posts to the team members who need to write, edit, or weigh in on them. You can also mention any user in the comments to notify them that their attention is needed.
Large enterprise or multi-location marketing teams can easily share thoughts, collaborate, and keep track of edits made to content with Publish. Every aspect of the post can be customized, with options for platform-specific content to account for each social platform's unique trends and demographics. Tailoring content to each platform and your audience will lead to the creation of shareable content that increases awareness about your brand and eventually increases your customer base, too.
With both calendar and KANBAN-style board workflow views, you can easily view the big picture progress of your content-based marketing and it allows you to add, find, strategize, and review images and copy in one convenient location.
Within the Nuvi platform, you can finalize your content and schedule it to be published on multiple social media platforms--or publish it right then and there--all in one easy-to-use interface. As an automatic content scheduling tool for social media platforms, you’ll save time by scheduling once instead of publishing to each platform individually.
With Publish’s permissions-based access and content approval processes, you can even create Nuvi accounts for influencers and external teams to publish to your channels without compromising account security by sharing passwords as well as closely monitor brand alignment.
Nuvi Publish assisted with product content marketing, time management, brand management, reputation management, to name a few.
NUVI Engage: Social Media Engagement Strategy
Your social media marketing team’s job isn’t done once the post is published. It’s also essential to monitor responses and reactions to the content the team puts out. Monitoring your mentions will allow your team to efficiently identify and resolve customer service issues and implement best practices for social media engagement.
Studies have shown that customers are more likely to forgive mishaps from brands that they have engaged with on social platforms. Engage helps your team respond directly to social media users, creating stronger bonds and customer loyalty. By monitoring your custom Engage inbox, you can gauge and manage individual customer engagements.
- Set up custom queues for certain teams based on keywords, language, or more
- Once queues are made, DMs, comments, or @mentions are auto-categorized according to the rules you set
- Industry-leading language analysis in speed and accuracy so the right message goes to the right team instantly
- Flag high priority DMs, comments, or @mentions in real-time and respond immediately
- Team members can claim and own incoming messages
- Built to flow with your team organization, not the other way around
- Analyze incoming messages holistically and individually
NUVI Analyze: Highly Accurate Social Analytics
The final step in our cycle is to analyze the performance of your customer experience strategy. Nuvi Analyze provides social analytics for all of Nuvi’s customer experience management platform. It enhances the platform by giving you the power to measure content and inbound marketing efforts, social media engagement strategy, brand touchpoint analysis, and more, so you can focus on the tactics that work for your company, or move away from the ones that do not.
Nuvi’s Analyze is an amalgamation of social analytic dashboards. Most can be applied to Nuvi Listen, Publish, and Engage, but some are specific to the solution. Here’re some examples of dashboards per solution.
With Analyze’s many options for segmentation and visualization, you can bring your social data to life. The social analytics are capable of analyzing all data holistically for any time period or individually.
After you’ve evaluated your cx strategy performance (which can be analyzed in real-time), you can update your strategy with the insights from Analyze. Also, going back to Listen before making adjustments will empower you to know if there are current events or a change in customer sentiment that may affect data you’re seeing for Publish or Engage.
Many marketing teams have the talent and the hustle to succeed on social media but are held back by inefficient or dated processes, data, and tools. With these 4 holistic customer experience management solutions, you’re on your way to the most effective social strategies and content you’ve ever created.
Interested in learning how Nuvi can work for your company specifically? Set up a demo and we’ll show you!