ECXO

DECEMBER 25, 2024

153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. Segment feedback into actionable categories (e.g.,

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. But I am not against monitoring social media or using it as a responsive customer service channel. But I am not against monitoring social media or using it as a responsive customer service channel. Their customers build it for them via their raves on social media.

Social Media 167

Social Media Customer Service Self Service Customers 167

ECXO

MARCH 6, 2025

When employees see top management personally engaging with customer feedback and emphasizing experience in strategy discussions, it signals that CX transformation is not just a buzzword but a true organizational priority. Another tactic to shift culture is to make customer feedback and outcomes highly visible internally.

B2B 314

B2B Customer Journeys How To Effort Score 314

Comm100

NOVEMBER 3, 2017

Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. The Basics of Social Media Training.

Social Media 145

Social Media Course Training Marketing 145

Retently

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

AUGUST 3, 2021

They are designing customer feedback surveys and strategizing around the onboarding communications. They are reacting to the feedback and reporting on the results. For more information, view or Terms of Service & Privacy Policy. Create a Positive Feedback Loop. Customer experience management can feel like a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Retently

MARCH 11, 2025

They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

OCTOBER 19, 2021

In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. It’s an amazing source of customer feedback. We have agents on the phone, email, live chat, and social media messaging.

Analytics 370

Analytics Data Customer Experience Social Media 370

InMoment XI

JULY 16, 2024

With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. This high level of reliance on social media for product information means that businesses must maintain an active and positive presence.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. This high level of reliance on social media for product information means that businesses must maintain an active and positive presence.

Tips 195

Tips Management Social Media Hotels 195

BirdEye

JANUARY 17, 2024

Juggling multiple social media profiles across various locations is no small feat — it’s a make-or-break task for your brand’s online presence. Social media approval workflows are like your brand’s lifejacket — they help you stay afloat even when navigating choppy waters. Watch the Free Demo Now.

Social Media 109

Social Media Multi-Channel Software Feedback 109

Steve DiGioia

MARCH 9, 2020

But first, let’s reevaluate your policies and procedures. Policies and Procedures. How often do you reevaluate your policies and procedures? Secret Shoppers – get feedback from friends, relatives, or other businesses. Direct Customer Feedback – ask your customers for their thoughts while they are still “in-store”.

Policies 310

Policies Competitive Advantage User Experience Comparison 310

BirdEye

NOVEMBER 5, 2024

Table of contents What is Google’s review policy? What is Google’s review policy? To identify potential issues, Google evaluates the contents according to the Google review policy to ensure users provide only honest and unbiased feedback about businesses. Why Google reviews aren’t showing up?

Policies 98

Policies Guidelines Social Media System 98

BirdEye

DECEMBER 6, 2022

hours on social media each day – and that number is only expected to increase. Social media has become a major part of our lives, and many platforms offer features that can benefit local businesses. Table of contents Social media marketing at a glimpse Benefits of social media marketing 1.

Social Media 97

Social Media Policies Connections Analytics 97

GetFeedback

MAY 5, 2019

Customers frequently get rejected after making a complaint due to incredibly strict and narrow warranty policies. One of the reasons why Apple remains the best option for a large number of customers all around the world is precisely their warranty policy, included in the official Apple Care support system.

Sales 277

Sales Loyalty Programs Social Media Policies 277

PeopleMetrics

JANUARY 24, 2025

Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

BirdEye

FEBRUARY 15, 2023

Dentists and dental practices are increasingly turning to social media as a way to connect with patients, promote their services, and grow their businesses. Social media marketing provides dentists with an effective platform for connecting with potential customers and building relationships that will last.

Social Media 96

Social Media Guidelines Video Entertainment 96

Retently

OCTOBER 23, 2024

Taking the importance of collecting customer feedback out of the way, where do we start? Understanding the Tools at Hand Collecting feedback is essential to identifying customer pain points and areas for improvement throughout the buyer’s journey. Were you unsure about the product details or return policy?

Ecommerce 109

Ecommerce Survey Retail NPS 109

Kayako

DECEMBER 6, 2018

When collected and implemented properly, customer feedback can help improve your product and the services that support it. In this article we are going to explore the best and most effective ways to approach customers for feedback. Why don’t customers leave feedback? Know why you’re asking for customers feedback.

Feedback 173

Feedback Net Promoter Score Survey Effort Score 173

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 keep up with expectations and provide a positive customer experience, companies in all industries need a more accurate way to understand and categorize their customer feedback.

Analysis 370

Analysis Effort Score Feedback Analytics 370

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. Improving Customer Feedback Mechanisms The ability to visualize concepts early in the design process allows for more precise and actionable consumer feedback.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

InMoment XI

AUGUST 1, 2024

Customer sentiment analysis involves using natural language processing (NLP) and machine learning techniques to analyze customer feedback from various sources— think social media, reviews, surveys, and more. First, collect feedback from various sources, including social media, reviews, surveys, and support interactions.

Measurement 195

Measurement Effort Score How To Hotels 195

BirdEye

SEPTEMBER 27, 2024

Social media has become an integral part of our everyday lives, with people sharing their personal and professional experiences online. This is where a strong social media policy comes into play. Table of contents What is a social media policy? What should a social media policy cover?

Social Media 52

Social Media Policies Guidelines How To 52

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

CX Accelerator

NOVEMBER 7, 2023

Are easy to reach on certain customer service channels (like social media) but not so easy on others. 11) have zero channels for customer feedback. Tanuj Diwan , advising that we listen to all customers with an open mind says: 17) get offended by customer complaints, feedback, and do nothing about them.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Steve DiGioia

MAY 15, 2023

You need to be willing to listen to feedback, both positive and negative, and take action to improve your processes and procedures. The Power of Social Media Thanks to the rise of social media, customers now have a platform to voice their opinions and experiences with your company to the world.

Customer Satisfaction 182

Customer Satisfaction Social Media Loyalty Feedback 182

Lumoa

NOVEMBER 17, 2022

Clear and concise delivery and returns policies. Collecting customer feedback. Companies can tailor their CX by listening to customers and following consumer feedback. A customer feedback strategy is critical for providing the perfect online CX.” – Andrew Gonzales, President at Business Loans. . Website speed tests.

e-support 195

e-support Customer Experience Social Media Chatbots 195

InMoment XI

MAY 30, 2024

Text analysis has become a critical component of analytics and business intelligence, enabling companies to derive meaningful information from unstructured data sources such as emails, social media, online reviews, and more. Examples: Ingesting social media data to detect emerging trends.

Analysis 195

Analysis Software Self Service Social Media 195

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Businesses need to collect, analyze, and apply customer feedback effectively. So, how do you turn insights into action?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. Customer Community: an online space where customers can share feedback, ideas, reviews, and advice. Privacy policies. Company policies that affect customers. Other content sources include: FAQ sections. White papers.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Comm100

SEPTEMBER 13, 2021

To acquire new customers and retain existing ones, companies need to adopt digital channels that customers now expect, particularly live chat and social media. This provides opportunities to receive valuable feedback from various departments, as well as increase employee buy-in. What’s Next?

Customer Service 246

Customer Service Social Media Omni-Channel Connections 246

Lumoa

JANUARY 2, 2022

Detractors Taint Your Brand Image In an age where social media has become the de-facto medium for news and gossip, negative reviews can travel very fast when posted on these channels. Sprout Social research shows that 47% of consumers have used social media to complain about a business.

NPS 195

NPS Net Promoter Score How To Social Media 195

Experience Investigators by 360Connext

AUGUST 4, 2020

Often these goals are focused on updating and improving existing customer experience policies, but sometimes I get to work with clients on an enormous goal: Redesigning their customer experience from the ground up. What have they told us in their feedback? Related: Bad Feedback is the Best Feedback. I ask more questions.

Customer Journeys 265

Customer Journeys Data How To Social Media 265

InMoment XI

OCTOBER 19, 2021

In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. It’s an amazing source of customer feedback. We have agents on the phone, email, live chat, and social media messaging.

Analytics 221

Analytics Data Customer Experience Social Media 221

InMoment XI

JANUARY 17, 2024

With the prevalence of online reviews and social media, managing and enhancing guest experiences is crucial to maintaining a positive brand image. It encompasses the entire customer journey — through processes, policies, and people. These include online travel agencies (OTAs), social media, mobile apps, and brand websites.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195