eglobalis

DECEMBER 11, 2024

For example, an organization might experiment with response times on social media versus email to identify the most effective communication method. Experimentation can help determine the most effective methods for gathering and utilizing feedback, such as surveys, focus groups or social media monitoring.

Customer Journeys 342

Customer Journeys Effort Score Omni-Channel Social Media 342

InMoment XI

NOVEMBER 16, 2021

How Do I Increase Survey Response Rates? Should I Shorten My Survey? . My first instinct when asked this question is to ask, “are you really interested in only increasing your survey response rate , or are you interested in getting more responses?” Begin By Increasing the Number of Outgoing Survey Invitations.

Survey 370

Survey Automotive Comparison Hotels 370

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

NOVEMBER 21, 2024

Businesses are set to revolutionize how they gather and respond to customer feedback, shifting from traditional surveys to AI-driven VoC analytics. 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.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Hootsuite is one of today’s most widely used social media management platforms. What is Hootsuite? What is Hootsuite?

Social Media 221

Social Media Brands Management Analytics 221

eglobalis

FEBRUARY 3, 2025

Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews. Your company can use sentiment analysis to monitor social media, reviews, and customer feedback, enabling you to address concerns and improve brand perception.

B2B 371

B2B Customer Journeys Customer Experience Chatbots 371

InMoment XI

JANUARY 22, 2025

A 2024 survey found that 88% of consumers will choose a business that responds to every review , but only 47% would choose a business that never replies to reviews. Use whatever methods you have (website, social media, and other marketing channels) to highlight or showcase great positive reviews.

Management 195

Management Multi-Channel Effort Score Social Media 195

Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Naturally, the higher the score, the more satisfied and loyal customers are.

Ecommerce 109

Ecommerce Survey Retail NPS 109

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. Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

OCTOBER 17, 2024

For instance, a customer satisfaction survey presents a list of specific questions to customers to gauge their satisfaction levels with your brand. They improve survey response rates. Survey respondents like to provide suggestions on improving their experience, especially when they feel the questions are relevant to them.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Engagement Data Email open rate Social media interactions Website visits In-app usage Engagement data helps you understand the depth of customer interactions with your organization.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

BirdEye

DECEMBER 28, 2024

Social media management has become increasingly challenging with evolving algorithms, shifting audience behavior, and ever-changing best practices. However, these challenges only compound for enterprises looking to expand their digital footprint across social media platforms.

Social Media 52

Social Media Software Management Multi-Channel 52

InMoment XI

NOVEMBER 4, 2024

Manipulating Social Media Indicators : Purchasing fake social media likes, followers, or views to falsely inflate a company’s reputation is also prohibited. Beyond public reviews, businesses can directly survey their customers as well as monitoring social media to capture broader Voice of the Customer (VOC) elements.

Policies 195

Policies Social Media Guidelines Financial 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

ECXO

OCTOBER 14, 2024

Here are some strategies to help you going deeper in the understanding of your organization’s level of customer-centricity: Feedback Analysis Customer Surveys: Regularly distribute surveys to understand how your customers feel about your products, services, and their overall experience.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. For example, if you want to target younger members, a good practice would be to enhance your social media presence. Leverage survey requests and online mentions of your credit union to collect feedback.

Management 195

Management Social Media Financial Banking 195

InMoment XI

DECEMBER 22, 2022

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

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

BirdEye

JANUARY 24, 2025

Driving social media reviews requires more than just asking customers for feedback. You’ll learn proven frameworks for driving genuine social media reviews in this guide. Now, let’s explore some proven strategies to drive social media reviews effectively.

Social Media 52

Social Media Loyalty Feedback Customer Journeys 52

InMoment XI

JUNE 7, 2022

A consumer electronics brand who partnered with InMoment previously approached Voice of Customer by designing, distributing, and analyzing a wide range of surveys. Their new partnership allowed the company to integrate social media content with their VoC data. Benefit #2: Structure Massive Amounts of Natural Language Feedback.

Company 369

Company Social Media Return on Investment Travel 369

Experience Investigators by 360Connext

JULY 20, 2021

The majority of organizations do this with surveys. By this stage, Larry from Product and Sally from Marketing have created their own surveys. This means that Customer Joe has received three different survey requests in two days from three different senders. We should pay more attention to them. She is still waiting.

Customer Journeys 361

Customer Journeys Social Media Survey Contact Center 361

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 instance, if your social media ads perform better than email campaigns, double down on social.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

eglobalis

JANUARY 20, 2025

Additionally, implementing customer listening programs, such as online surveys and sentiment analysis via social media, allows companies to capture real-time feedback. Microsofts Azure Machine Learning platform, for example, helps companies predict client needs by analyzing historical data and market trends.

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

ECXO

JANUARY 21, 2025

Meanwhile, negative reviews flooded social media and online marketplaces. Action: Create multiple channels for feedback (surveys, social media, support tickets) and set up a system to analyze and act on it. Engage with customers on social media and foster community-building initiatives.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

InMoment XI

OCTOBER 19, 2021

The Humble Beginnings of Surveys. We sent a survey and asked them what we wanted to know. We sent a survey and asked them what we wanted to know. In fact, almost every company sent surveys, to an extent that customers got rather fed up with it. We ran into the problem of survey fatigue, which plagues many of us.

Analytics 370

Analytics Data Customer Experience Social Media 370

ECXO

DECEMBER 25, 2024

This doesnt mean merely conducting surveys or analyzing reviews. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. Example Action: Regularly analyze data from platforms like Google Reviews or transactional satisfaction surveys to prioritize improvements.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Comm100

MARCH 13, 2023

Comm100’s latest higher education survey asked current students in North America what they thought about chatbots and the service that they can provide. The survey also asked students how they want to be engaged and supported during the pre-enrolment phase, ranking top support factors, preferred communication channels, and speed expectations.

Chatbots 241

Chatbots Survey Social Media Report 241

InMoment XI

JANUARY 27, 2025

Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences. million voice transcripts, 574,000 web chat transcripts, and 100,000 survey responses.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

MARCH 10, 2022

Unfortunately, we see far too many clients start a CX program by just turning on some listening posts (social media, review sites, survey feedback, etc) and hoping for relevant insights to come to the surface. It’s critical to look beyond just the survey. Step 1: Design. However, as the old adage goes, hope is not a plan.

How To 370

How To Social Media Survey Data 370

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. We’ve compiled a step-by-step checklist to get you started.

Management 368

Management Social Media Feedback Voice of Customer 368

Lumoa

FEBRUARY 9, 2023

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. It involves analyzing customer data such as customer feedback surveys, customer reviews, customer support inquiries, and more.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

NOVEMBER 3, 2024

Regular check-ins, satisfaction surveys, and post-interaction reviews enable businesses to track how client needs evolve and adjust their strategies accordingly. For instance, direct client interactions—such as interviews, workshops, and on-site observations—can uncover unique pain points and desires that standardized personas may overlook.

B2B 510

B2B Culture Innovation Loyalty 510

PeopleMetrics

JANUARY 30, 2025

The VoC Revolution: A Quick Refresher Remember those clunky CSAT telephone surveys? 2) Unfiltered Truth One of my favorite examples comes from a hospitality client who discovered their AI-analyzed social media feedback painted a very different picture than their traditional surveys. VoC software changed all that.

Social Media 110

Social Media Telecommunications Hospitality Call Center 110

InMoment XI

OCTOBER 23, 2024

In fact, 15% of survey respondents said they are open to a new banking relationship, while 20% are already considering changing banks. Offer 24/7 customer service across multiple channels, including mobile apps, social media, chatbots, and live chat. Encourage personalized member services. Start by capturing customer insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

JULY 4, 2022

While designing surveys and preparing email marketing campaigns are important, you need to make sure the designs are in line with your customer vision and brand promise, and that your customer experience program can support the changes that you need to deliver. #3: A fully functioning CX program cannot rely on transactional surveys alone.

ROI 370

ROI Return on Investment Social Media Survey 370

Lumoa

FEBRUARY 7, 2023

During an NPS survey, a customer replies with a 7 and comments that they’d love to see the reporting section expanded. Here are 6 ways you can collect VoC data: Customer Surveys: often what most people think of first when it comes time to collect feedback. This makes it impossible to understand what’s really happening.

Analysis 396

Analysis Data How To Customer Centricity 396

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. Sprinklr Sprinklr is a customer experience management platform specializing in social media, emails, and messaging apps. 2021 Consumer Survey: Brand Loyalty Earned at Login. ( [link] ).

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

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