eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. For example, an organization might experiment with response times on social media versus email to identify the most effective communication method. The Gist Experimentation eliminates CX guesswork.

Customer Journeys 363

Customer Journeys Effort Score Omni-Channel Social Media 363

ECXO

NOVEMBER 19, 2024

Just like the diverse group of heroes banding together to overcome formidable obstacles, businesses must be prepared to listen to customer feedback, evolve their offerings, and address any issues that arise promptly. This could mean including input from different teams, customer feedback, or even focus groups.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

NOVEMBER 3, 2024

This deeper level of insight requires more than surface-level data; it involves building continuous engagement practices, establishing feedback loops, and leveraging data analysis to capture meaningful insights. Additionally, feedback loops play a crucial role in refining CX over time.

B2B 518

B2B Culture Innovation Loyalty 518

eglobalis

FEBRUARY 3, 2025

Samsung uses AI to analyze customer feedback and improve its B2B solutions, ensuring that its products and services align with client needs. Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews.

B2B 391

B2B Customer Journeys Customer Experience Chatbots 391

eglobalis

JANUARY 13, 2025

By analysing conversation patterns and offering instant feedback, the system enabled faster learning and reduced errors. AI tools like Salesforces Service Cloud enable agents to manage inquiries from email, social media, and live chat within a unified interface, reducing fragmentation.

Customer Experience 417

Customer Experience Marketing Chatbots e-support 417

InMoment XI

OCTOBER 22, 2024

We’ve all been there—checking reviews, browsing social media profiles, and searching Google to find the right healthcare provider. It includes managing patient reviews, ensuring the accuracy of your online listings, engaging with patients on social media, and maintaining high visibility in search results.

Management 221

Management Social Media Healthcare Software 221

BirdEye

FEBRUARY 5, 2025

Restaurant social media marketing is not just about posting a few pictures of food anymoreits about creating a space where your customers connect, trust, and get inspired to visit. Table of contents Why restaurant social media marketing is important?

Social Media 104

Social Media Tips Marketing Video 104

eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. You can think of it as your eyes and ears on social media with the information it provides. The right social media listening tool will help you analyze customer behavior and competitors to stay ahead of the pack.

Tools 195

Tools Social Media Customer Experience Analysis 195

Thematic

OCTOBER 30, 2024

54% of social media users use these platforms for product research. And that’s where social media sentiment analysis comes in. AI analytics tools allow you to rapidly analyze thousands of posts from social media channels. Skip straight to the Best Tools for Social Media Sentiment Analysis.

Social Media 62

Social Media Analysis Tools Multi-Channel 62

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

C3Centricity

JUNE 29, 2023

In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices. These […]

Feedback 296

Feedback Social Media Customer Centricity Engagement 296

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Voice of Customer analysis starts by categorizing the customer feedback data. What Is Voice of Customer Analysis?

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. With customer feedback influencing decision-making, a strong reputation is your key to standing out in a competitive space. For example, closing the feedback loop with a disgruntled member can turn them into a loyal advocate.

Management 195

Management Social Media Financial Banking 195

InMoment XI

NOVEMBER 4, 2024

The FTC’s Updated Regulations on Reviews and Endorsements In August 2024, the FTC finalized new rules targeting fake reviews , deceptive endorsements, and manipulation of customer feedback. The FTC has made it clear that violating these rules could lead to steep penalties, including fines of up to $51,744 per violation​.

Policies 195

Policies Social Media Guidelines Financial 195

eglobalis

JANUARY 20, 2025

Regular feedback sessions, coupled with co-creation workshops, enable businesses to address client concerns while collaboratively designing future solutions. Tools like customer feedback loops and advanced prototyping software enable iterative refinement, ensuring final products align perfectly with client needs.

B2B 427

B2B Loyalty Loyalty Programs Innovation 427

InMoment XI

JANUARY 22, 2025

Handling Negative Reviews and Crisis Management When negative feedback occurs (and especially when it occurs in large quantities), multi-location businesses need strategies to quickly address that feedback and manage potential reputation crises effectively. Showcase Your Positive Reviews Sometimes a little bragging is a good thing.

Management 195

Management Multi-Channel Effort Score Social Media 195

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? By analyzing customer behavior, you can identify factors that lead to churn, such as delayed purchases, disengagement, or negative feedback. To capitalize on those behaviors, you need to be able to perform customer behavior analysis.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

BirdEye

APRIL 15, 2025

million social media users in the UK, it’s clear that platforms like Instagram, LinkedIn, TikTok, and X (formerly Twitter) are more than just spaces for sharing selfies or updates. Thats why having a clearly defined social media policy in the UK is no longer a nice to have; its a business necessity. With over 56.2

Social Media 52

Social Media Policies Brands Guidelines 52

InMoment XI

JULY 18, 2024

What Is Customer Feedback? Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. Businesses can collect feedback actively and passively. What Is A Customer Feedback Loop? Why Is Customer Feedback Important?

Feedback 221

Feedback Customer Journeys Net Promoter Score Social Media 221

ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. Meanwhile, negative reviews flooded social media and online marketplaces. Apexs downfall started when they dismissed customer complaints and feedback. Maxs favorite mantra was, The product sells itself.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market.

Customer Insights 296

Customer Insights Feedback Social Media Culture 296

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

Experience Investigators by 360Connext

OCTOBER 3, 2023

With the help of artificial intelligence and a few less technical approaches, you can greatly improve your customer experience by listening to unspoken feedback. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

Feedback 270

Feedback How To Social Media Analysis 270

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative. Responding to customer feedback within 24-48 hours can boost retention by over 8.5%.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Calabrio

MARCH 25, 2025

It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints. In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

ECXO

OCTOBER 14, 2024

1. Understanding Customer Needs: We actively seek and value feedback from customers to understand their needs and expectations. 6. Customer Feedback: Customer feedback directly influences our product development and service improvement strategies.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

ShepHyken

DECEMBER 9, 2024

How can negative feedback act as a valuable tool in preventing customer churn? Why should companies prioritize genuine feedback over high survey scores? Top Takeaways Customer feedback is a gift. Top Takeaways Customer feedback is a gift. Customers are less willing to give feedback than they were a few years ago.

Feedback 75

Feedback Effort Score Airlines Hospitality 75

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

ECXO

OCTOBER 23, 2024

Furthermore, AI enables organizations to gather and analyze customer feedback at scale. Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. It has emerged as a game-changer in customer support.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

SEPTEMBER 21, 2023

It involves collecting and analyzing feedback from multiple sources, such as reviews, social media, and customer surveys, and using that feedback to improve the customer experience and build a positive reputation. Sounds like a lot, right? No need to be overwhelmed.

Management 368

Management Social Media Feedback Voice of Customer 368

InMoment XI

FEBRUARY 3, 2022

So what feedback collection methods should you be using if you want to gauge the Gen Z customer experience? We suggest Microsurveys , social media and review sites, and live chat to gain the intelligence you need to compete for Gen Z’s loyalty. Tip #3: Social Media Influencers Have Significant Reach.

Employee Experience 397

Employee Experience Customer Experience Brands Social Media 397

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. What used to be limited to sending out surveys through direct feedback, the industry has evolved to include indirect and inferred customer data sources as well.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

InMoment XI

AUGUST 14, 2024

Unlock the full potential of your customer feedback with InMoment’s AI-powered solutions. What Is AI Customer Feedback? In today’s fast-paced business landscape, understanding customer sentiment and feedback is more critical than ever. What are the Benefits of AI for Customer Feedback?

Feedback 195

Feedback Customer Experience Social Media Hotels 195

InMoment XI

FEBRUARY 12, 2025

Create a reliable customer review system that helps you collect high-quality, high-volume feedback, and you’ll likely have a consistent flow of traffic to your store. After all, customers wouldnt take the time to leave positive feedback if they didn’t believe you offer high-quality services.

Tips 221

Tips Feedback Retail Social Media 221

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

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