Thematic

FEBRUARY 12, 2025

Is your business on social media? In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation. But here’s the challenge: millions of posts, comments, and reviews flood social media daily. They need text analytics for social media.

Social Media 62

Social Media Analytics Analysis Trends 62

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. InMoment excels at offering a platform that connects customer data from every channel into one easily accessible location and offers consulting services from in-house industry experts.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. Embracing unstructured data analytics will not only drive business growth but also position your organization as a customer-centric industry leader.

Analytics 366

Analytics Customer Insights Data Social Media 366

InMoment XI

DECEMBER 10, 2024

It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. Use surveys and social media monitoring to capture insights into customer experiences. This information guides product development to better fulfill customer needs and goals.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

ECXO

MARCH 6, 2025

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. Conversely, if competitive advantage comes from efficiency and scale, the CX strategy might focus on digitizing interactions for speed and ease.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 23, 2024

Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before: It helps build trust during uncertain times. Offer industry-specific solutions and insights. Offer 24/7 customer service across multiple channels, including mobile apps, social media, chatbots, and live chat.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

NOVEMBER 30, 2023

Google Alerts, social media monitoring tools, and specialized software can help you stay informed. Monitoring and managing online reviews, social media mentions, and search engine results are critical. Monitor Online Presence: Use tools to monitor mentions of your brand across various online platforms.

Brands 284

Brands Management Multi-Channel Social Media 284

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. Because they have 75 unique social media accounts across Facebook, Instagram, and Twitter, they must tailor all of their content to match each local audience’s specific needs and preferences.

Social Media 116

Social Media Management Guidelines Brands 116

InMoment XI

MAY 31, 2022

And don’t discount the data your customers volunteer on social media and review sites. You can gather valuable anecdotal evidence from a social media listening tool – as well as from the stories of your own customer success and customer service managers. Here are some more examples by industry.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

InMoment XI

JULY 26, 2024

Reputation management services are provided by industry experts, who monitor, manage, and improve the online reputation of businesses. Competitive Advantage : Standing out with a strong reputation can set your business apart from competitors. What are Reputation Management Services?

Brands 195

Brands Management Social Media Competitive Advantage 195

Lumoa

JANUARY 9, 2018

There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

GetFeedback

JANUARY 19, 2020

Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Winning (25%): “outcomes can be quantified” or “created a competitive advantage.”. Winning CX initiatives use text and social media at least 80% of the time, compared to half of those in a Developing stage.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

BirdEye

DECEMBER 28, 2024

Increase online orders and reservations Convenience is the name of the game, especially in the restaurant industry. SEO in the local restaurant industry is now more competitive than ever. Restaurants must continuously update their digital strategies to maintain a competitive advantage in local search results.

Tips 97

Tips Social Media Chatbots System 97

Comm100

FEBRUARY 17, 2025

However, to truly understand the impact that AI is creating across industries, even as I write this, requires something many of us are hesitant to do: take a step back. Its weaving itself into industries like sports betting and customer service rapidly, changing them as we know it. Remember when the first iPhone came out?

Sports 130

Sports Chatbots Social Media Competitive Advantage 130

GetFeedback

JUNE 9, 2019

This is because, within most industries, customers have more than one (sometimes dozens) of similar options to choose from right at their fingertips. More and more, customer experience is the differentiator that helps companies edge out the competition. However, research has shown that the opposite is true.

Tools 277

Tools Chatbots Competitive Advantage Social Media 277

transcosmos Information Systems

JULY 6, 2017

The increasing popularity of social media has given businesses a great opportunity to reach their customers where they’re at in real time. Today, social media plays an important role in the customer service industry. Social media is a channel for people to express their feelings, thoughts, and opinions.

Social Media 78

Social Media Tools Examples Customer Service 78

InMoment XI

JUNE 13, 2024

In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback , social media, emails, and internal documents. This can include customer feedback, social media posts, emails, online reviews, internal documents, and more.

Social Media 195

Social Media Analysis Analytics Trends 195

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. How can brands overcome these challenges and turn experience into competitive advantage?

Competitive Advantage 56

Competitive Advantage Customer Experience Self Service Social Media 56

InMoment XI

MARCH 5, 2024

Other examples of unstructured data sources include social media posts, call transcriptions, and customer reviews. Unstructured data, despite its inherent complexity, holds immense potential for various applications across industries. Why Is Unstructured Data Important?

Data 195

Data Customer Experience Social Media Analysis 195

SuiteCX

JUNE 16, 2017

Over the last 10 years the retail industry has been radically transformed. The team at SuiteCX has been working with retailers for more than 20 years, helping them to navigate this changing environment and gain a competitive advantage through customer excellence. Disruptions in the Industry. You need to act now.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

BirdEye

DECEMBER 20, 2024

Businesses that actively monitor and manage their online reputation gain a significant competitive advantage by building customer trust and ensuring positive sentiment in the digital space. This process involves monitoring review sites, social media platforms , and other online spaces where your brand is mentioned online.

Social Media 59

Social Media Multi-Channel Analysis Effort Score 59

InMoment XI

APRIL 9, 2025

It provides a competitive advantage. When businesses can confidently predict sales, they are better equipped to capitalize on shifts in customer preferences and stay one step ahead of the competition. Sales teams become flexible since they can adjust their outreach efforts based on market trends. It boosts investor confidence.

Trends 195

Trends Sales Analysis First Call Resolution 195

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. This can contribute to a competitive advantage and increased customer loyalty.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

BlueOcean

OCTOBER 4, 2023

Likewise, we know that offering live agent support for Spanish consumers is a competitive advantage in many markets in the U.S. Compliance: In regulated industries, it helps you meet language access requirements, reducing legal risks.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Calabrio

MARCH 4, 2025

This way, whether a customer starts on chat, continues via email, and finishes on social media, the agent sees the entire interaction history. Talkdesk offers omnichannel routing, customer service automation, and real-time reporting, tailored for use within a range of industries.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Win the Customer

SEPTEMBER 5, 2023

In today’s digital age, social media has become an integral part of our lives. Whether it’s sharing updates with friends and family, staying informed about current events, or discovering new trends, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed the way we communicate.

Social Media 59

Social Media Customer Service Competitive Advantage Entertainment 59

Magellan Solutions

APRIL 19, 2023

8 Secrets to Improving Customer Service in the Insurance Industry with Outsourcing If customers do not get satisfactory service, they easily switch to other competitors. Customer service is a fundamental aspect in the insurance industry. Are you eager to know the secrets of successful companies who have remarkable reputations?

Insurance 98

Insurance Industry Customer Service Competitive Advantage 98

Lumoa

SEPTEMBER 16, 2022

NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Once you’ve done this internally, you may now consider checking the industry benchmarks. Industry Benchmark (Relative method) – A good comparison marker against competitors.

Net Promoter Score 195

Net Promoter Score NPS Effort Score Comparison 195

InMoment XI

JANUARY 2, 2023

As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage. Nonetheless, these tried and true customer experience survey methodologies are used across industries, and are a great place to start as you grow your program.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

InMoment XI

SEPTEMBER 12, 2024

Dissatisfied customers who have churned can harm your brand reputation by leaving a negative review or sharing their bad experiences on social media. This could be news spreading by word of mouth, reviews, or social media. Some industries go months before services are needed, like home furniture stores or car dealerships.

Analysis 195

Analysis Social Media Measurement Customers 195

NetBase

JULY 24, 2019

Our newly updated list below shares key intel, but first, we want to offer some competitive analysis best practices to help you derive maximum impact from the process. Part 4 of our Social Media Analytics Guide contains all the info you could ever need about why competitor analysis is crucial, and what it entails.

Social Media 78

Social Media Analysis Tools Effort Score 78

C3Centricity

JULY 16, 2018

Many organisations are working with industry definitions rather than customer ones. Many organisations are working with industry definitions for their category rather than customer ones. Follow social media comments from your customers for one. What do they think of your social media personality?

Social Media 218

Social Media Advertising Brands Course 218

BirdEye

FEBRUARY 12, 2024

In today’s digital era, showing up on social media isn’t just an option for brands — it’s a necessity. However, the social media landscape comes with its fair share of obstacles. Table of contents What is multi-location social media? Siloed reporting prevents holistic insights. Watch the Free Demo Now.

Social Media 59

Social Media Multi-Channel Tips Competitive Advantage 59

Interactions

OCTOBER 23, 2024

Our customer success experts do the homework on client analytics and provide the bigger picture, bringing deeper knowledge of the industry and how other clients have solved problems. Generated conversational prompts to assist agents in live calls, social media responses, and chat and SMS interactions.

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62

InMoment XI

FEBRUARY 2, 2024

This isn’t just in industries like tech or finserv—this tech is breaching every market. Their story exemplifies that the utilization of AI can keep any business competitive and relevant by modernizing their approach. Their focus on swift personalization reflects a deep understanding of modern consumer desires.

Hospitality 195

Hospitality Call Center Retail NPS 195

Thematic

JANUARY 16, 2025

Text analytics digs into data—customer reviews, emails, and social media posts—to show you what’s working and what’s not. Powered by artificial intelligence (AI), it takes all the data you generate—from social media posts, review sites, or emails—and makes sense of it for you.

Analytics 62

Analytics Social Media Analysis Travel 62

Thematic

FEBRUARY 24, 2025

Companies that actively apply customer insights boost retention, loyalty, and competitive advantage. Here’s how: Gather real-time feedback through surveys, reviews, and social listening. Social media listening – Analyze comments, mentions, and discussions about your brand.

Strategy 62

Strategy Customer Experience Social Media Handbook 62