eglobalis

AUGUST 19, 2024

Lack of Actionable Insights or Simply Too Few The simplicity of NPS does not provide detailed reasons behind customer ratings. Companies often struggle to translate NPS scores into specific actions that can address customer concerns or enhance satisfaction.

NPS 440

NPS Net Promoter Score VOC Actionable Insights 440

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. 154 Actionable Steps to Use Customer Experience to Fuel Growth Using customer experience (CX) as a growth engine requires strategic planning and execution.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

ECXO

JULY 26, 2023

Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. Insights on identity, interactions, behaviour and attitudes that help you identify, and predict, CX issues and opportunities. That’s a lot to think about for now.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. So, let’s discover how contact center analytics can help you gain actionable insights about this touchpoint and your overall business and optimize your operations.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Retently

JULY 8, 2024

Actionable Insights : NPS surveys often include follow-up questions asking why customers gave a particular score. This qualitative feedback provides valuable insights into what you’re doing right and what needs improvement. Sorting through this data to find actionable insights can be challenging.

Touchpoint 78

Touchpoint NPS Net Promoter Score Actionable Insights 78

Callminer

FEBRUARY 27, 2019

Save your reputation by keeping an eye on social media. Social media has made negative experiences much more dangerous for companies as the reach of criticism is magnified. Focus on gathering ‘actionable insights.’. To make sense of your customer data, getting actionable insights is essential.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

SurveySensum

OCTOBER 17, 2024

By closely analyzing customer feedback – be it through surveys, reviews, or social media comments – companies can gain deep insights into how customers feel about their products or services. This includes survey responses, customer reviews, social media mentions, and other similar feedback channels.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Hodusoft

DECEMBER 26, 2024

Equipped with smartphones, they would rather prefer to send text messages, instant messages, emails, or engage through webchat or social media. They fail to leverage every touchpoint for deeper customer interaction and engagement. phone, chat, social media). ” This quote by noted American author H.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

SurveySensum

FEBRUARY 17, 2025

In this digital age, where feedback can be gathered from multiple sources from social media posts to online reviews, it has become imperative that you dont miss anything as each of these customer activities can be valuable for your business. Are you still analyzing your customer feedback manually? So whats the solution here?

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

SurveySensum

AUGUST 19, 2024

This is one of the customer touchpoint examples where the brand engaged with Mike to remind and or understand why he abandoned the cart. This interaction at this touchpoint in Mike’s customer journey prompted him to become a customer from just a mere visitor. What are Customer Touchpoints?

Touchpoint 52

Touchpoint Social Media Invoicing Text Analytics 52

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.

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

Zendesk

NOVEMBER 1, 2021

Consumers today are interacting with brands via various touchpoints—social media, chat, phone, in-store, and so on. Look for a CRM that tracks customer interactions at every touchpoint, whether that’s a social media message or a one-hour phone call with the support team. Invest in a good CRM.

Social Media 98

Social Media CRM Artificial Intelligence Touchpoint 98

InteractionMetrics

MARCH 13, 2025

You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action. We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

Sprinklr

JULY 22, 2021

But, the way customers give that feedback has shifted dramatically to digital channels like review sites, social media, and chat apps. However, even for brands that are incorporating omni-channel listening strategies across social platforms, review sites, and other digital channels, there are a number of challenges.

Unstructured Data 98

Unstructured Data Social Media Artificial Intelligence Actionable Insights 98

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Identify sentiments, complaints, and trends for actionable insights with AI-powered text analysis. From Insights to Action: Unlock the Power of Customer Feedback to Drive CX with SurveySensum!

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

InteractionMetrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. However, their social media monitoring services are an add-on rather than an included feature, which may be a drawback for some businesses.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Intercom, Inc.

JUNE 14, 2022

A CRM platform benefits your brand by allowing you to deliver service and value to customers as they connect with you in your store, on your website, over the phone, or via social media. It also makes it more likely that brand advocates and ambassadors will post about your products on social media or leave glowing reviews online. .

Customer Relationship Management 118

Customer Relationship Management Customer Relationship CRM Social Media 118

SurveySensum

DECEMBER 18, 2024

Launch, analyze, and extract actionable insights from your NPS program with SurveySensums NPS experts! Compare Scores By Channels NPS surveys are sent through diverse channels like email, social media, mobile apps, SMS, and so on. Suggested Read: What is a Good NPS Score for SaaS ?

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Retently

JANUARY 13, 2025

Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more. Retently goes beyond traditional feedback collection by providing actionable insights that help businesses improve customer experiences in real-time.

Sentiment Analysis 116

Sentiment Analysis Net Promoter Score NPS Touchpoint 116

Lumoa

FEBRUARY 28, 2023

They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. However, a robust Voice of the Customer program also uses things like customer conversations, social media, and website behavior as inputs. It can almost feel paralyzing.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Retently

MARCH 14, 2023

They are specifically designed to measure various areas of customer satisfaction and capture actionable insights for the brand to improve. Online retailers, social media platforms, and review websites have made it easy for customers to find and read reviews from various sources.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

Lumoa

NOVEMBER 21, 2023

Social media monitoring: With the smart integration of AI and social media platforms, it has become a breeze to gather information about product mentions, positive and negative chatter about the business, and future trends in markets. Lumoa helps you to do it more methodically and fast by creating events.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

Retently

FEBRUARY 21, 2024

In this article, we’ll guide you through crafting, placing, and analyzing impactful surveys that provide actionable data for your business growth. surveys provide actionable insights into the effectiveness of marketing strategies and boost engagement by truly valuing the voice of the customer.

Social Media 78

Social Media Engineering Customer Acquisition Retail 78

Execs In The Know

JANUARY 20, 2025

Today, they expect seamless interactions, personalized touchpoints, and human-centered service whether theyre scrolling through social media, chatting with a bot, or walking into your store. Turn data into actionable insights that drive tangible business outcomes. Customer expectations have evolved.

Customer Journey Map 52

Customer Journey Map Social Media Touchpoint Actionable Insights 52

SurveySensum

OCTOBER 9, 2024

This is where Enterprise Feedback Management comes in, enabling businesses to streamline feedback collection, management, and analysis from multiple channels across different touchpoints in the customer journey. Configure Feedback Channels : Configure the system to capture feedback across all your customer touchpoints.

Omnichannel 52

Omnichannel Touchpoint Social Media Sentiment Analysis 52

Intercom, Inc.

DECEMBER 18, 2018

Every now and then, a marketer will publish a blog post claiming email marketing is dead, usually shortly after the creation of a popular new tool or social media network. Prompt people to sign up for your emails in the other channels you’re using for communication: social media, live chat, in-app notifications, etc.

Start-ups 150

Start-ups Non-Profits Social Media Sales 150

SurveySensum

SEPTEMBER 30, 2024

Paying extra for every new touchpoint or ad-hoc survey? So, if you are looking for LitmusWorld alternatives that offer more flexibility, affordable pricing, unlimited user accounts and touchpoints, and more – then you are at the right place! Pricing Structure: LitmusWorld charges based on the number of touchpoints and users.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Sentiment Analysis 52

Aquire

AUGUST 30, 2021

Broadly speaking, there are two types of surveys: Transactional surveys are triggered on the back of certain customer actions, so survey distribution is determined by when your customers undertake these actions. Focus on high-value touchpoints; for example, when a customer has just finished speaking to someone on your team.

Customer Survey 95

Customer Survey Net Promoter Score Actionable Insights Touchpoint 95

Zonka Feedback

OCTOBER 1, 2022

This strengthens the need for product improvement at every touchpoint of the user experience, be it buying your product, using it, requesting and adding a feature to it, or getting customer service or support in case of queries and concerns. However, merely introducing new features from time to time will not work. Know your Competitors.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. SurveySparrow SurveySparrow is an all-in-one platform that optimizes all the touchpoints in a customers journey with intelligent features and an omnichannel experience.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

SEPTEMBER 11, 2024

Creating digital experiences at every touchpoint is just not enough. AI Text Analytics : Understanding your customer feedback is an integral part of CX strategy, use AI-enabled text analytics tools to analyze unstructured data and derive actionable insights. Now how to resolve these issues?

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX. Highlight your most valuable customers on your social media and website.

Customer Experience 78

Customer Experience ML Social Media CX 78

SurveySensum

AUGUST 1, 2023

With SurveySesum, you can easily: Launch CSAT, CSI, SSI surveys, and more Collect omnichannel feedback in real-time Identify touchpoints with the most friction with journey-based dashboards Identify top trends and sentiments from thousand of feedback in just a few minutes. 7 Best Practices for Building Customer Loyalty in Retail?

Customer Loyalty 52

Customer Loyalty Retail Social Media Touchpoint 52

InteractionMetrics

MARCH 20, 2025

By analyzing voices across every channelsurveys, social media rants, support calls, and even subtle shifts in app behavioryou can use CX software to uncover what customers really want. If feedback exists, these tools capture it, turning whispers and shouts alike into actionable insights.

CX 52

CX Social Media Contact Center Compliance 52

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. It includes every touchpoint a customer has with the retailer, whether it’s walking into a store, speaking to customer representative or unwrapping the product at home. Online reviews, which offer valuable insights into customer experiences and opinions.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Retently

AUGUST 12, 2024

If you operate in the ecommerce or retail space, look for a user-friendly interface and real-time feedback capabilities – perfect for businesses needing quick, actionable insights. Opt for specialized tools for better customization, detailed insights and improved customer engagement.

NPS 79

NPS Retail Net Promoter Score Touchpoint 79

SurveySensum

OCTOBER 4, 2024

Your customers’ feedback is flowing in from multiple sources – email, social media reviews, live chat interactions, in-store interactions, etc. Managing such a vast amount of data and taking action can be challenging and overwhelming. How are you staying on top of feedback coming from all your sources?

Unstructured Data 52

Unstructured Data Social Media Omnichannel Close the Loop 52