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. Leveraging unstructured data analytics is the key to transforming this raw data into actionable insights that can transform your customer experience strategy.

Analytics 366

Analytics Customer Insights Data Social Media 366

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

Kayako

MARCH 21, 2022

Even worse, they can share their discontent with their local and social media networks. Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

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

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Memorable, meaningful customer experiences turn typical transactions into impactful moments that build customer loyalty and help you continually innovate and reach more people effectively. You may find that people are using different social media channels and online communities that you were not aware of. Acquisition declining?

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. Customers want unique, special and innovative. Jeremy Watkin, Director of Customer Experience at FCR @jtwatkin | blog “Customer experience doesn’t begin with awe and delight as much as we love reading about this on social media.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

InMoment XI

MARCH 5, 2024

Other examples of unstructured data sources include social media posts, call transcriptions, and customer reviews. When customer data comes in the form of social media posts, reviews, or survey responses, it can be analyzed to gauge public sentiment toward products, services, brands, or events.

Data 195

Data Customer Experience Social Media Analysis 195

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 proactive approach allows companies to adapt and innovate faster than their competitors.

Social Media 195

Social Media Analysis Analytics Trends 195

Comm100

FEBRUARY 17, 2025

Much like how the iPhones innovations became the foundation for everything from Uber to Instagram, AIs advancements are opening doors to applications we havent even imagined yet, especially in the sports betting world. How do you regain such a crucial competitive advantage?

Sports 130

Sports Chatbots Social Media Competitive Advantage 130

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. Just be sure that you take these tools for a spin firsttechnology must be as easy to use as it is innovative if you want it to make a difference.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

TechSee

MAY 19, 2021

With these numbers, it’s no surprise that Forrester data shows that over 44% of customer service organizations are already using RPA to help them gain a competitive advantage. Imagine the possibilities if that same company also analyzed relevant data from the customer’s social media posts and other online reviews.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line. Published on: October 25, 2017.

Competitive Advantage 56

Competitive Advantage Customer Experience Self Service Social Media 56

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. Step 4: Moderating Social Media & Marketplace Queries Customer experience doesnt stop at email and chat, a CX Manager also regularly monitors: Amazon & Sephora product Q&A sections making sure common questions are answered.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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

C3Centricity

JULY 16, 2018

By not correctly identifying the category you are in, or plan to enter, your innovations will also lack the success you are hoping for. See “ How to Innovate better than Apple “ for more on this topic. #3.Who Follow social media comments from your customers for one. They are losing sales! Why do you sell?

Social Media 218

Social Media Advertising Brands Course 218

Thematic

MARCH 26, 2025

Businesses can gain valuable insights from multiple sources—including support tickets, social media, and app store reviews. But those who embrace a continuous cycle of feedback and action gain a powerful advantage—the ability to adapt, innovate, and stay ahead of the competition.

Feedback 62

Feedback Social Media Analysis Survey 62

Thematic

NOVEMBER 14, 2024

87% of companies say using data analytics to improve customer experience will be key for customer advantage for the next five years. But only 26% are actually using analytics right now for their product and service innovation. And many companies haven’t even started. What is Customer Sentiment Analysis?

How To 62

How To Net Promoter Score Analysis Social Media 62

TechSee

OCTOBER 9, 2018

According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media. Let’s be friends: Millennials are highly invested in their social networks, choosing to share their lives with friends and strangers on Facebook, Instagram and Snapchat.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. It marks the dawn of an era where innovation transcends tradition, compelling the entire industry to follow suit or risk obsolescence.

Hospitality 195

Hospitality Call Center Retail NPS 195

InMoment XI

SEPTEMBER 5, 2024

VoC data is also a valuable source of insights for innovation. Understanding customer pain points and desires can guide the development of new products or features that address unmet needs, giving companies a competitive advantage. Solicit customer feedback to evaluate new ways of gaining a competitive advantage.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

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

CSM Magazine

FEBRUARY 19, 2025

Those who embrace these innovations early can enhance efficiency, improve customer satisfaction, and gain a crucial competitive advantage. Todays customers expect a fast, efficient, and personalized dining experiencean expectation that AI meets through targeted innovations. But AI goes beyond just order-taking.

Customer Experience 52

Customer Experience Chatbots Social Media Wait Times 52

TechSee

SEPTEMBER 29, 2020

This is especially relevant in today’s customer-focused marketplace, where expectations are high, and customer service excellence has become a competitive advantage. Agents can be assigned to different channels, such as voice, email, chat, and social media. The Best Call Center Cost Reduction Strategies.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Thematic

MARCH 2, 2025

Because it will help: enhance customer experience boost marketing effectiveness drive product innovation reduce churn & increasing loyalty In this guide, we’ll explore what customer insights are, why they matter, and how businesses can use them to improve strategy, marketing, and customer experience.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

Interactions

OCTOBER 23, 2024

Choosing a partner with deep expertise and a track record of innovation can help retailers address each concern. 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

Thematic

FEBRUARY 10, 2025

To do this, most business owners make the mistake of diving headfirst into an ocean of unstructured text data—customer feedback, survey responses, social media mentions, e-mail correspondences, etc. By acting on these insights, this business can innovate faster, refine their offerings, and enter untapped markets.

Analytics 62

Analytics Net Promoter Score Analysis Social Media 62

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Miller explained the ‘Authenticity Lifecycle,’ which is a business model that infuses authentic engagement with marketing, innovation and customer experience activities.

Innovation 100

Innovation Marketing Social Media Healthcare 100

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. messaging, social media, live chat, video chat, online reviews).

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Adam Toporek. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Retently

MARCH 29, 2023

From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. Tesla developed a truly unique selling proposition A lot of economic textbooks teach you about the role of competition in the market. This sort of advertising is earned, not bought.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Memorable, meaningful customer experiences turn typical transactions into impactful moments that build customer loyalty and help you continually innovate and reach more people effectively. You may find that people are using different social media channels and online communities that you were not aware of. Acquisition declining?

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

Calabrio

AUGUST 1, 2017

Whether it’s social media, text, or the telephone, businesses must always be listening across all channels. Be ready to innovate. However, being slow to innovate often forces brands to react to consumer demands rather than proactively drive behavior. Embrace machine learning.

Customer Experience 100

Customer Experience Marketing Contact Center Competitive Advantage 100

Magellan Solutions

AUGUST 23, 2023

Initially, AI simplified tasks such as email marketing and social media scheduling. It gives marketers time to concentrate on innovation and strategy. This article is for marketers using AI marketing tools to gain a competitive advantage. Marketers can now concentrate on innovative and strategic efforts.

Tools 98

Tools Marketing Social Media Advertising 98

BirdEye

DECEMBER 26, 2023

Some other benefits of high brand salience are: Improved brand recall Competitive advantage Influence on purchasing decisions Brand loyalty growth Improved market resilience Long-term brand equity Let us look at these benefits to understand the value of high brand salience. Want to boost brand visibility?

Brands 105

Brands Social Media Competitive Advantage Measurement 105

Blake Morgan

NOVEMBER 8, 2022

Differentiating not just on innovation, but on customer experience. So LoveSac thought it had a huge competitive advantage because it could ship its products and have them on customers’ doorsteps within two days like Amazon. That type of innovation and customer-centricity is what allows LoveSac to shine.

Innovation 59

Innovation Customer Centricity Competitive Advantage Social Media 59

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Adam Toporek. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Thematic

APRIL 8, 2025

Data Overload Modern businesses receive feedback from everywhere—surveys, support tickets, app reviews, social media, you name it. Feedback comes in many forms—survey responses, NPS comments, support emails, live chat transcripts, app store reviews, social media posts, and more.

Feedback 62

Feedback Analytics Analysis NPS 62