Brandwatch CX

APRIL 1, 2025

Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. Social customer service costs around $1 per interaction , six times cheaper than phone support costs. How to deliver social customer service effectively 1.

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 of the world’s population who use social media on a daily basis. If you are in the same boat then let’s dive deep into how to leverage social media for feedback collection and what important social media survey questions to ask to gather relevant insights.

Social Media 52

Social Media Survey Customer Engagement Engagement 52

InMoment XI

JANUARY 22, 2025

Use whatever methods you have (website, social media, and other marketing channels) to highlight or showcase great positive reviews. Geolocated insights can reveal patterns and regional trends that could allow a multi-location business to tailor strategies for regions, groups, and even specific locations.

Management 195

Management Multi-Channel Effort Score Social Media 195

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

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. It's about building real connections and driving strong social media engagement.

Social Media 52

Social Media Hotels Strategy Marketing 52

InMoment XI

NOVEMBER 21, 2024

The four main VoC data categories are as follows: Unstructured feedback refers to open-ended responses in the form of emails and social media content. Responses are categorized into three groups: detractors (0-6), passives (7-8), and promoters (9-10). However, surveys alone aren’t enough in the online age.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

BirdEye

MARCH 28, 2025

In 2025, real estate social media marketing is no longer optionalit’s essential. With more potential buyers scrolling through social media platforms than ever, real estate agents and businesses must establish a strong social media presence to capture attention, build relationships, and generate leads.

Social Media 52

Social Media Marketing How To Video 52

InMoment XI

DECEMBER 3, 2021

Whether it’s how quickly news travels via social media or how to have conversations with marginalised communities, the sheer myriad of variables for brands to consider can seem overwhelming. The Speed of Social. This will compel customers to forgive your mistakes and result in positive messaging for your brand.

Brands 370

Brands Social Media Travel Groups 370

Experience Investigators by 360Connext

MARCH 11, 2025

About Brian Carlson: Brian Carlson has over 20 years of experience in large academic health systems and private group practices. Previously, he served as CEO/COO of Olean Medical Group and Practice Manager for Obstetrics & Gynecology at Northwestern Medical Faculty Foundation.

Healthcare 143

Healthcare Social Media Culture Groups 143

BirdEye

JANUARY 12, 2024

Hyperlocal social media marketing allows you to harness this power, turning every digital interaction into a meaningful engagement. In other words, hyperlocal social media marketing ensures that your message resonates with the people who are most likely to visit your store, use your services, or engage with your brand.

Social Media 109

Social Media Marketing Advertising Trends 109

QuestionPro Audience

AUGUST 10, 2020

Use social media for research. Today, social media plays a massive role in the lives of many people. Reaching out to respondents via social media channels like Twitter, Facebook, and Instagram, to name a few, does not seem to be a bad option.

Tips 352

Tips Marketing Gamification Social Media 352

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

Lumoa

FEBRUARY 9, 2023

Both groups of technologies can be utilized to make analytics more actionable. It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. Why is NPS ® going up or down? It’s simple.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

JANUARY 22, 2025

Managing Location-Specific Social Media Social media may not be a direct ranking factor, but it does a lot in terms of visibility and can create a hometown feel and familiarity for individual physical locations of otherwise impersonal large brands. Host local in-store events.

How To 195

How To Social Media Software ROI 195

ECXO

DECEMBER 25, 2024

Actively Collect and Leverage Customer Feedback What to Do: Use surveys, social media listening, customer reviews, and even interviews to gather insights. in-store, online, mobile apps, and social media). Example Action: Create a private Facebook group or forum for customers to share experiences and feedback.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Social listening tools, on the other hand, monitor social media platforms and online forums to capture unstructured feedback and brand mentions.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

DECEMBER 22, 2022

This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! 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. The result?

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

BirdEye

NOVEMBER 18, 2024

” These social media mantras sound simple, but the reality is that you’re spending countless hours staring at blank screens, struggling to create fresh content for multiple platforms. What if you could create a month’s worth of relevant posts in just a few hours while increasing your social media engagement rates?

Social Media 52

Social Media How To Guidelines Trends 52

InMoment XI

APRIL 28, 2022

Market research provides the mapping tools you can use to chart your business landscape, understand its various features, and more importantly, get to know the groups and audiences that populate it. . There are many experience vendors out there whose approach revolves around two audience groups: new customers and existing customers.

Marketing 370

Marketing Social Media Trends Groups 370

Steve DiGioia

MAY 23, 2022

Use social media wisely. Many communities have a local Facebook Group. Be active in these groups and become known as a supporter of the comments and activities mentioned there. Don’t be known as trying to sell to the group but become known as a local business that can solve problems with your product or service.

Fashion 361

Fashion Sports Hospitality Hotels 361

BlueOcean

OCTOBER 21, 2024

Many experts cite the Pareto Principle: 80% of outcomes result from 20% of causes; namely, 80% of value generation stems from a core group of existing customers. TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

Lumoa

FEBRUARY 7, 2023

Focus Groups: when you want to get deep into conversations with your customers, focus groups are an excellent way to ask deeper questions. Social Media : even if you aren’t listening, customers will be talking about you on social media and other websites.

Analysis 396

Analysis Data How To Customer Centricity 396

ECXO

APRIL 10, 2024

This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations. This can involve surveys, focus groups, interviews, and data analysis to uncover the emotional drivers behind customer behavior. How can you utilize this knowledge to enhance customer experience (CX)?

Connections 334

Connections Customer Experience Social Media Analysis 334

InMoment XI

JULY 13, 2022

As well as this, they tend to refer new customers to you – accounting for more than 80% of referrals for many businesses – and talk about you on social media/in person. This group (people who chose 7 or 8) tends to be satisfied, but not in the same way as promoters. Don’t ignore this group of customers.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

GetFeedback

JANUARY 19, 2020

Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Winning CX initiatives use text and social media at least 80% of the time, compared to half of those in a Developing stage. Focus groups of buyers and sellers. . Posts and comments on social media.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

GetFeedback

DECEMBER 21, 2018

Temkin Group ). Temkin Group ). Faced with poor customer service, 20% of consumers would complain publicly via social media. ( New Voice Media ). 47% of consumers would recommend a business to others if it provided better customer service. ( New Voice Media ). New Voice Media ). New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

OCTOBER 3, 2023

Chances are you send surveys to only a small group of your customers, meaning you’re getting a very fragmented look at your customer experience. Social media monitoring: CX teams and brand leaders can monitor social media channels to see what customers talk about in relation to the brand.

Feedback 270

Feedback How To Social Media Analysis 270

GetFeedback

MAY 13, 2019

Meetings happen every day in which a group of subject matter experts gathers to make design decisions, develop release schedules, or prioritize product changes. Social media posts. Social media platforms like Twitter are full of these sentiments. Do you need a social media management tool?

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. Decision-making: B2B transactions are often characterized by a more complex decision-making process involving a group of decision-makers within the business, and the sales cycle may be longer.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

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

OCTOBER 17, 2024

Customers discover your business through various channels, from their colleagues to social media posts. For instance, if your customers are mainly active on social media, sending survey requests via email would be a waste of your time. Here are a few questions for inspiration: 13. How did you hear about our company?

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

NOVEMBER 26, 2024

These could include the website, customer support portal, social media, and more. Sharing the customer journey map in these groups will help you verify its accuracy and identify anything that needs to be fixed. Nielsen Norman Group. Some business models might include retention and advocacy after the purchase stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ECXO

MARCH 6, 2025

This group regularly reviews customer experience metrics and initiative outcomes, reinforcing cross-functional accountability. These tools can gather customer feedback from multiple channels (email surveys, web feedback forms, support calls, social media, etc.), analyse sentiment, and trigger alerts for immediate follow-up.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

FEBRUARY 3, 2025

Thanks to social media and review platforms, unhappy customers now have megaphones to share their dissatisfaction. Use segmentation to group customers by preferences, behaviors, or demographics, and customize your communication accordingly. Impact: Reactive sales cost businesses opportunities, often without them realizing it.

Sales 263

Sales Customer Experience e-support Examples 263

Comm100

MARCH 23, 2022

As a result, members have high expectations from their credit union.” – Mark Galauner, Senior Insights Consultant, CFI Group. Adopt social media as a wider omnichannel strategy. “Credit union members often have a direct connection to their credit union, so their relationship to the credit union is not just fiscal.

Chatbots 246

Chatbots Social Media Banking Omni-Channel 246

Experience Investigators by 360Connext

APRIL 14, 2020

If you don’t have any data: Consider places that can give you some, like customer service case codes and social media discussions. What are your customers saying on social media? With robust platforms like Zoom, you can even send groups to breakout rooms to solve issues and report back to the larger group.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

C3Centricity

AUGUST 17, 2020

According to the latest global statistics, social media usage saw an increase of 21 per cent, and news consumption has risen by 36 per cent. Another study summarised on Forbes and run across 30 markets globally, shows that engagement has increased 61% over normal social media usage rates.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296