Retently

MARCH 11, 2025

Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score). NPS (Net Promoter Score) : Would you recommend us? Negative CX scores get handled ASAP (vs.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. By utilizing the in-app customer feedback software tool, Hootsuite can prioritize CX improvements that will have the most business impact and has been able to triple its Net Promoter Score.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

BirdEye

DECEMBER 29, 2022

Social media is one of the most important marketing tools companies have to connect with people and promote their products. However, measuring the success of social media campaigns can be challenging. Table of contents What are social media metrics? Social reach 2. What are social media metrics?

Social Media 98

Social Media Metrics Net Promoter Score Effort Score 98

BirdEye

MARCH 6, 2025

They followed the rulebooklaunched a website, created social media accounts, and ran paid ads. But the real challenge was turning scattered efforts into a unified, results-driven strategy. A balanced approachmerging search engine optimization, smart social media accounts, and fresh contentworks best for a long-term footprint.

Tools 85

Tools Tips Social Media Multi-Channel 85

InMoment XI

AUGUST 24, 2022

Given that most customer feedback is text-based (such as emails, social media posts, surveys, in-app feedback, SMS, live chat, etc.), To make this possible, sentiment analysis is generally supported by sentiment scoring (also called polarity analysis ). This can create real problems for your business. The new slogan made me.”

Analysis 370

Analysis Effort Score Feedback Analytics 370

GetFeedback

JULY 19, 2019

Get your leaders and champions to see how these efforts will help your overall goals as an organization — this will earn their investment in your vision for VoC. Net Promoter Score (NPS). Customer Satisfaction Score (CSAT) . Help them see themselves as the important parts of this process that they are.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Lumoa

JUNE 26, 2023

Net Promoter Score – NPS 2. Customer Satisfaction Score – CSAT 3. Customer Effort Score – CES 4. Buyers will get a connected brand experience throughout all channels, including physical outlets, e-commerce stores, social media pages, and even through SMS and push notifications.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

Retently

OCTOBER 23, 2024

Stores can use various types of surveys to collect experience data, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys. Naturally, the higher the score, the more satisfied and loyal customers are. Did customers have to search for too long?

Ecommerce 109

Ecommerce Survey Retail NPS 109

GetFeedback

AUGUST 16, 2018

Customer Satisfaction (CSAT) Score. Once customers respond, the average of their scores gives you the overall CSAT score. Your brand’s CSAT score indicates how satisfied or dissatisfied customers are with a particular service, product, experience, or interaction. Customer Effort Score (CES).

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

InMoment XI

SEPTEMBER 14, 2023

In today’s digital landscape, where consumers heavily rely on online reviews and social media feedback, the importance of reputation management cannot be overstated. Key Strategies for Effective Reputation Management Managing your brand’s reputation is an ongoing effort that requires a well-rounded approach.

Brands 195

Brands Management Social Media Effort Score 195

Thematic

NOVEMBER 14, 2024

When customers voice opinions about a brand on social media, in online reviews , or customer support interactions, these are all potential sources of customer sentiment data. Text analysis is used to process and categorize written feedback from social media posts, online reviews, or survey responses.

How To 62

How To Net Promoter Score Analysis Social Media 62

Retently

MARCH 17, 2025

Quantitative Data (Metrics & KPIs – The What) First response time Resolution time Number of tickets created & resolved NPS, CSAT, and CES scores Return rates and refund percentages Qualitative Insights (Customer Sentiment & Context – The Why) What are customers actually saying in their feedback?

Report 90

Report How To Effort Score NPS 90

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 89

Social Media Self Service Customer Service Marketing 89

InMoment XI

AUGUST 19, 2024

Subjective Metrics: CX often relies on subjective metrics like customer satisfaction (CSAT) or Net Promoter Score (NPS). Net Promoter Score (NPS): A measure of customer loyalty based on their likelihood to recommend your brand. Customer Effort Score (CES): A measure of the ease with which customers can interact with your business.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. Many leaders will nod along with this conversation, but they lack the true knowledge to put the right time, effort, or resources toward this understanding. WHY are we collecting feedback ?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

BirdEye

DECEMBER 4, 2024

Whether it’s a real estate company or a popular restaurant chain, the customer journey often starts with a quick search on Google or social media. Focus on local social media campaigns In the UK, many consumers turn to social media platforms like Instagram, TikTok, or Facebook to research businesses.

Management 52

Management Multi-Channel Social Media Guidelines 52

Comm100

NOVEMBER 13, 2022

Overall, satisfaction among live chat interactions is exceptionally high, with an average live chat CSAT score of 4.3 Whether it’s with live chat, SMS, social media, or email, customers can reach out and receive the same great experience. . in 2021. .

Tools 242

Tools Customer Service Tips Omni-Channel 242

InMoment XI

OCTOBER 9, 2024

Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks. Monitor social media comments and reviews. Social media is the top choice for US consumers when communicating with brands. Leverage interactions with customers via live chat.

Feedback 195

Feedback How To Social Media B2C 195

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But what happens when your NPS score isn’t quite as rocketing as you’d like? So keep reading if you want to get your NPS score back on track and supercharge your CX efforts.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Thematic

JANUARY 29, 2025

Let’s face it—customers are sharing feedback everywhere: surveys, social media, reviews—you name it. Social Media : Check out what your customers are saying on Facebook, Twitter, and Instagram. A significant boost in Touchpoint Net Promoter Score (tNPS). It’s a lot to handle, right?

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62

Lumoa

SEPTEMBER 8, 2021

Next-generation CEM platforms allow you to listen in to social media posts, track that exasperated tone during an onboarding call, and analyze the chat content of a support conversation. Not only is it an advantage to your company, but the customer doesn’t have to expend any extra effort.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

InMoment XI

MARCH 27, 2024

With online reviews, social media comments, and public customer feedback making a major impact on the reputation of automotive businesses — car dealerships, auto repair shops, service centers, parts retailers, etc. Better protection against reputational threats.

Automotive 195

Automotive Management Social Media Feedback 195

Lumoa

DECEMBER 19, 2023

Analysts might also assign a numerical score to indicate the intensity of sentiment. Using NLP algorithms like RNNs and LSTMs , it analyzes vast textual data from social media and news to spot emerging topics and sentiment shifts. However, this manual sentiment analysis has its limitations and challenges.

Analysis 195

Analysis Social Media Trends Feedback 195

CSM Magazine

APRIL 10, 2025

Social Media: Platforms like Facebook and Instagram allow for automated messaging. Once your self-service offerings are present on all key touchpoints, ensure they are consistent in design, functionality, and data management. A 45% drop in call center inquiries and a 25% increase in customer satisfaction scores.

Self Service 52

Self Service Multi-Channel How To Call Center 52

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed. How do you keep integration between your channels?

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts. Building a good customer experience does not happen by accident.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Comm100

MARCH 16, 2022

The top-performing private sector in the US boasts a customer satisfaction score of 8.3 In US government, this score languishes at 4.5. In each of the seven countries surveyed, government customer satisfaction (CSAT) score ranked last across every industry. out of 10 CSAT score, government scored a disappointing 4.5.

Government 245

Government Customer Service Chatbots Effort Score 245

Thematic

MARCH 30, 2025

That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. For marketing teams, metrics such as customer retention , conversion rates , and social sentiment provide insight into campaign effectiveness. The real challenge is integrating it.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

OCTOBER 24, 2023

Elevate Your Business with a 360-Degree View of Customer Interactions Integrating Multiple Data Points The modern customer interacts with businesses across a myriad of channels: from traditional phone calls and emails to social media, chatbots, online reviews , and even in-person visits. Enter analytics.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

Thematic

JANUARY 28, 2025

Social Media : Tweets and posts can be a goldmine of real-time feedback. Sentiment Scoring : More advanced tools assign a score to feedback, measuring the intensity of the emotion. A score of +10 might reflect strong satisfaction, while -10 signals extreme dissatisfaction. For example, "This app is amazing!"

Analytics 62

Analytics Analysis Social Media Effort Score 62

Thematic

MARCH 2, 2025

Customer feedback is everywhere—reviews, surveys, social media—but making sense of it all? While Thematic analyzes thousands of survey responses, emails, and social media comments effortlessly, it ensures you remain in control of the process. That’s the challenge.

Analytics 62

Analytics Social Media Net Promoter Score Effort Score 62

ProProfs Chat

FEBRUARY 19, 2021

There are millions of customers who lose their faith in a brand when they have to put more effort than they had anticipated. Whether it is about providing multiple details before buying a product or waiting on hold for long to speak to an agent, excessive effort on part of the customer can be a deal-breaker. Let’s begin! Let’s begin!

Effort Score 52

Effort Score Omni-Channel How To Multi-Channel 52

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

SurveySensum

JULY 27, 2022

But, it then became evident that customer loyalty also resembles the effort your customers put in to acquire your products and services. And, that means the more extra effort they need to put in to interact with your business, the more disloyal they become. . Explaining CES tools and CES score. A good CES score.

Effort Score 52

Effort Score Tools Multi-Channel Comparison 52

Thematic

MARCH 30, 2025

Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS). The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses. Here are some steps to consider.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer. “Your store dropped 1% in NPS scores this month!”

Case Study 152

Case Study Airlines Conference Wait Times 152

Lumoa

JANUARY 19, 2023

Set clear start and endpoints for your data collection efforts. In contrast, if you are running a specific campaign and need customer experience data for a limited time, then you should focus your efforts on that period. To calculate your CSAT score, divide the positive replies by the total number of responses, then multiply by 100.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221