eglobalis

MARCH 30, 2025

Social media has been a game-changer here: customers often voice praise or grievances on Twitter, Facebook, or WeChat as their experience unfolds. Smart brands use social listening tools to monitor these platforms continuously, detecting spikes in positive or negative sentiment and responding on the fly.

AI 356

AI CX Sentiment Analysis Predictive Analytics 356

eglobalis

JULY 31, 2024

Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics. These platforms also offer social listening capabilities to monitor customer sentiment and respond proactively.

Customer Experience 456

Customer Experience Social Media Predictive Analytics AI 456

Sprinklr

OCTOBER 7, 2021

When you understand your competitors’ performance, you can pivot your strategy to what is working for them with the insight and the knowledge that it will work for you as well. To stay relevant in a complex social landscape, brands need to know how they stack up against the market and gather information on other brands’ strategies.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

SurveySensum

APRIL 28, 2025

For example, suppose you only send out a quarterly survey to measure customer satisfaction. You might miss real-time frustrations customers share on Twitter about a new product update. If all teams had access to centralized feedback, the product team could react faster, preventing churn and boosting customer satisfaction.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

SurveySensum

MARCH 3, 2025

For instance , if customers frequently express frustration about a particular feature in product reviews, businesses can proactively address the issue before it affects customer retention. Enhance Experiences at Scale with Automated Actions Insights are only valuable if they lead to action.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

Gainsight

JULY 30, 2024

By optimizing processes to reduce the customer effort required, organizations can enhance customer satisfaction and increase the likelihood of repeat business. A lower effort score is often directly correlated with higher customer satisfaction and enhanced customer retention.

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Social Listening 52

SurveySensum

JUNE 29, 2023

By doing these, you can see a direct boost in customer satisfaction. But How Can You Understand Customers’ Needs and Expectations? Through market research, data analysis, social listening, leveraging customer feedback , conducting interviews, competitor analysis, and staying updated on industry trends.

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Relationship Customer Retention 52