Thematic

FEBRUARY 24, 2025

Worse, 79% of customers will switch brands if they find a competitor with a better experience. Social media listening – Analyze comments, mentions, and discussions about your brand. Social media platforms – Where customers engage with brands, leave reviews and ask questions.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Thematic

MARCH 20, 2025

By using Thematic’s AI and human expertise , Atlassian uncovered key customer pain points and improved its product roadmap​ Key takeaway: Companies that act on pain points fast gain a competitive edge—73% of consumers will switch to a competitor after multiple bad experiences. The result?

Analytics 62

Analytics Social Media Banking Analysis 62

Thematic

MARCH 20, 2025

In the case of Melodics , a music-learning platform, AI-powered text analytics analyzed customer feedback, helping the company refine its product roadmap. 65% have switched brands after a negative service experience. It helps product teams prioritize improvements by highlighting the most common concerns.

Analytics 62

Analytics Customer Service Analysis e-support 62

ClearAction

FEBRUARY 13, 2023

This is how both luxury and discount brands can have raving fans. The closer you get to this ratio, the more magnetic your brand becomes for customers, employees, and investors. This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks.

Sports 71

Sports Customer Experience Handbook Case Study 71

Thematic

MARCH 26, 2025

Key takeaway: Feedback isn’t just about fixing problems—it’s also about amplifying what customers already love and using that insight to refine branding and messaging. Public product roadmaps – Transparency wins customer trust. " message can make a huge difference.

Feedback 62

Feedback Social Media Analysis Survey 62

Bold360

JANUARY 18, 2018

Every week, the average consumer sends hundreds of text messages to friends, family, and increasingly, to brands. A Twilio poll found that 89% of consumers want to text with businesses and yet as big brands jump on this trend, they risk turning customers off. The post Is Your Brand Friendly Enough to Text?

Brands 45

Brands Handbook Roadmap Tips 45

delighted

FEBRUARY 22, 2022

To add to these challenges, educational tools like handbooks, seminars, and models that explain how to grow a CX program, or assess your customer experience maturity, don’t really exist. Who is most engaged and willing to promote the brand or purchase again? So where does the manager of a CX program start? Expanding and scaling.

Customer Experience 91

Customer Experience Net Promoter Score Self Service Handbook 91