InMoment XI

NOVEMBER 21, 2024

The four main VoC data categories are as follows: Unstructured feedback refers to open-ended responses in the form of emails and social media content. Customers are vocal about their experiences on review sites and social media platforms. Must-know customer service statistics of 2024 ( [link] ). Sources Khoros.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

NOVEMBER 22, 2024

Leverage the power of social listening There is only so much customer data you can collect through surveys. Social media platforms host vast amounts of unstructured feedback that can provide deeper insights into the customer experience. You can share updates through in-app notifications or even social media posts.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. Sprinklr Sprinklr is a customer experience management platform specializing in social media, emails, and messaging apps. Accessed 10/11/2024. Accessed 1014/2024. Accessed 10/14/2024.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

DECEMBER 10, 2024

Use surveys and social media monitoring to capture insights into customer experiences. Accessed 12/09/2024. 101 Customer Service Statistics You Need to Know in 2024 ( [link] ). Accessed 12/09/2024. 50 Essential customer service statistics to know for 2024 ( [link] ). Accessed 12/09/2024. Freshworks.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 4, 2024

The FTC’s Updated Regulations on Reviews and Endorsements In August 2024, the FTC finalized new rules targeting fake reviews , deceptive endorsements, and manipulation of customer feedback. The FTC has made it clear that violating these rules could lead to steep penalties, including fines of up to $51,744 per violation​.

Policies 195

Policies Social Media Guidelines Financial 195

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. The economic potential of generative AI: The next productivity frontier Of all the customer service trends for 2024, the advent of Generative AI is likely to have the greatest impact.

Trends 244

Trends Innovation Customer Service Omni-Channel 244

InMoment XI

AUGUST 20, 2024

This involves online reputation management practices such as managing platforms such as review sites, legal directories, and social media. When potential clients search for legal services online, they often read Google reviews , visit attorney websites, and browse social media profiles before making a decision.

Management 369

Management Social Media Report Industry 369

InMoment XI

JANUARY 22, 2025

A 2024 survey found that 88% of consumers will choose a business that responds to every review , but only 47% would choose a business that never replies to reviews. Use whatever methods you have (website, social media, and other marketing channels) to highlight or showcase great positive reviews.

Management 195

Management Multi-Channel Effort Score Social Media 195

InMoment XI

NOVEMBER 5, 2024

If you’re already running a promotional campaign on your social media channels, you can boost your efforts by displaying those offers on your Maps listing. Accessed 10/31/2024. Accessed 10/31/2024. Accessed 10/31/2024. A clothes retailer could mention a flat 40% discount on its place card. Cult of Mac.

Connections 195

Connections Software Social Media Analysis 195

InMoment XI

NOVEMBER 26, 2024

These could include the website, customer support portal, social media, and more. Must-know customer service statistics of 2024. ( [link] ). Accessed 10/8/2024. Accessed 10/8/2024. Accessed 10/8/2024. Accessed 10/23/2024. Accessed 10/10/2024. References ​​Khoros. Nielsen Norman Group.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

NOVEMBER 13, 2024

This can include CRM data, social media, call center logs, service requests, and chat messages. These sources can include CRM systems, customer feedback questionnaires , and social media. 65 Customer Retention Statistics You Need to Know in 2024 ( [link] ). Accessed 11/07/2024. Accessed 11/07/2024.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Engagement Data Email open rate Social media interactions Website visits In-app usage Engagement data helps you understand the depth of customer interactions with your organization. Accessed 11/13/2024. References HubSpot.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

ShepHyken

OCTOBER 27, 2024

How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko (Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Engage, Delete, Ignore or Snub?

Customer Service 79

Customer Service Social Media B2B Chatbots 79

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. The retailer was collecting healthy volumes of feedback through channels such as email, call center logs, and social media. 39 Call Centre Statistics You Need to Know in 2024 ( [link] ).

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Brandwatch CX

OCTOBER 12, 2023

Planning for 2024? Discover the 5 must-know social media marketing trends and best practices to fuel your marketing strategy.

Social Media 111

Social Media Trends Strategy Marketing 111

Brandwatch CX

JULY 4, 2024

Master the essential social media manager skills needed for success in 2024. Explore the key abilities required to create engaging content, build communitie

Social Media 98

Social Media Management Engagement 98

InMoment XI

DECEMBER 6, 2024

These providers manage interactions across various channels, including customer support, social media, live chat, email, and technical support. 35 Outsourcing Statistics For 2024 | MyOutDesk. link] Accessed 12/6/2024. Thank you Your download will begin shortly. If it doesn’t, click on the download button.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

Brandwatch CX

AUGUST 30, 2024

Explore the latest trends, tools, and techniques in social media sentiment analysis to understand and improve public perception of your brand in 2024

Social Media 95

Social Media Analysis Trends Tools 95

InMoment XI

OCTOBER 23, 2024

Offer 24/7 customer service across multiple channels, including mobile apps, social media, chatbots, and live chat. This is where it can help to keep an eye on customer sentiment and opinions on social media. Accessed 10/14/2024. 35 customer experience statistics to know for 2024 ( [link] ).

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

OCTOBER 30, 2024

Review Monitoring & Response Automation The right CX platform should have features to monitor customer reviews across platforms such as Google, Yelp, or social media. Accessed 10/17/2024. Accessed 10/17/2024. Accessed 10/17/2024. Accessed 10/17/2024. McKinsey & Company.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. Access 1/3/2024. Access 1/3/2024. Access 1/3/2024. Access 1/3/2024. References SmartKarrot. “75 TrustRadius. Korn Ferry.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ShepHyken

DECEMBER 22, 2024

Customer Service Statistics By Interaction, Experiences, Channels, Quality Control, Representative, Industries, Social Media And Investments by Saisuman Revankar (Coolest Gadgets) Customer Service Statistics: Customer service plays a big role in making a business successful.

Customer Service 76

Customer Service Self Service Social Media Contact Center 76

InMoment XI

OCTOBER 17, 2024

Customers discover your business through various channels, from their colleagues to social media posts. For instance, if your customers are mainly active on social media, sending survey requests via email would be a waste of your time. Accessed 10/10/2024. Accessed 10/10/2024. References Zippia.

Feedback 195

Feedback Effort Score Survey Customers 195

Brandwatch CX

OCTOBER 18, 2024

Discover the best social media marketing tools to streamline your strategy, save time, and boost results across all major platforms. Explore top picks now.

Social Media 98

Social Media Tools Marketing Strategy 98

ECXO

JUNE 19, 2024

By analyzing social media posts, product reviews, and other user-generated content, AI can identify patterns and sentiments that inform the design process. May 21, 2024. March 5, 2024. Beyond the hype: Capturing the potential of AI and gen AI in tech, media, and telecom.” February 22, 2024.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

ShepHyken

DECEMBER 1, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. I have added my comments about each article and would like to hear what you think too.

Customer Journeys 76

Customer Journeys Customer Service Trends Social Media 76

Brandwatch CX

OCTOBER 18, 2024

Discover the best social media marketing tools to streamline your strategy, save time, and boost results across all major platforms. Explore top picks now.

Social Media 94

Social Media Tools Marketing Strategy 94

ECXO

DECEMBER 25, 2024

SeasonOfLight , #ChristmasJoy , #HanukkahLights #cx #customerexperience Hannukah 2024 The False Dichotomy: Growth vs. Customer Experience A common misconception is that prioritizing customer experience will hinder growth by diverting resources or reducing profitability. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Brandwatch CX

AUGUST 30, 2024

Explore the latest trends, tools, and techniques in social media sentiment analysis to understand and improve public perception of your brand in 2024

Social Media 75

Social Media Analysis Trends Tools 75

DCX

DECEMBER 24, 2024

The DCX 2024 Year in Review As 2024 comes to a close, I’ve been thinking about the incredible journey we’ve shared this year. Mark Top 10 DCX Articles of 2024 #1 #2 #3 #4 #5 FREE FOR THE HOLIDAYS! Don’t miss out—join the movement today! I’ll see you next Tuesday at 8:15 am ET. New to DCX?

Course 52

Course Social Media Leadership Roadmap 52

Helpware

SEPTEMBER 3, 2024

We all enjoy social media for opening up our way to online freedom and limitless communication. In a world where every tweet, post, and story can go viral in seconds, social media content moderation has become the linchpin of digital safety.

Social Media 87

Social Media Guidelines Policies Communication 87

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. Omni-Channel Data Collection : Feedback collection across email, SMS, social media, and in-app embeds. QuestionPro has been a go-to for many, but the competition is heating up.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

BirdEye

FEBRUARY 28, 2023

Having a social media presence is crucial for success in today’s market. Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. Table of contents What is a social media manager?

Social Media 98

Social Media Management Analytics Strategy 98

Comm100

OCTOBER 13, 2024

Fast and Responsive Service is Becoming Increasingly Valuable for Newer Players Jonathan noted that the average age for casino players fell from 50 in 2019 to 42 in 2024, and he expects this to fall even further over time. With this change in demographic, companies also have to prepare for changes in demand.

Self Service 130

Self Service Chatbots Social Media Wait Times 130

Retently

NOVEMBER 13, 2024

In 2024, this market is expected to be worth $5.71 trillion in 2024 , marking an 8.4% Social Sharing and Community Engagement Virtual fitting rooms make shopping more interactive by enabling customers to instantly share their virtual try-ons with friends on social media. But why are VFRs growing so quickly?

Ecommerce 144

Ecommerce Retail Social Media Technology 144

InMoment XI

MAY 2, 2024

REPORT 2024 Retail Online Reputation Benchmarks Report InMoment’s 2024 Retail Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the retail industry — and how these reviews reflect the experiences retail consumers want to have. Accessed 3/29/2024. Accessed 3/29/2024.

Retail 195

Retail Customer Retention Strategy Management 195