eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. ”—offers a narrow and momentary transactional perspective on customer sentiment.

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 145

Social Media Customer Service Social Listening Start-ups 145

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

SurveySensum

MARCH 3, 2025

Social Media Text Analytics. But, what is it, and how does it work for social media monitoring? What is Social Media Text Analytics? Lets now understand how social media text analytics helps monitor social media. How Text Analytics Help Brand in Social Media Monitoring?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

ECXO

FEBRUARY 3, 2025

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. Negative Word-of-Mouth and Online Reviews A single bad customer experience can have a huge ripple effect.

Sales 266

Sales Customer Experience E-commerce Start-ups 266

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. B2B customers will notice that commitment.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

APRIL 10, 2024

In the context of customer experience, ‘tunneling’ could represent the ability of a business to reach customers in unexpected ways or overcome potential barriers to customer satisfaction. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

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. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

ECXO

MARCH 15, 2024

Businesses that fail to communicate effectively or transparently with their customers risk creating an atmosphere of confusion and mistrust. Like a well-rehearsed orchestra, every point of customer interaction within a business should function harmoniously. This could be through surveys, social media, or direct communication.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

Fonolo

MAY 11, 2021

With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. This is why setting and managing customer expectations and their perceptions is key. What is customer expectation?

Customer Expectations 108

Customer Expectations Social Media Education Contact Center 108

CommBox

DECEMBER 14, 2023

In the dynamic landscape of today’s fast-paced digital world, businesses are in a perpetual pursuit of cutting-edge solutions to elevate customer satisfaction. One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. What do customers want?

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score).

CX 115

CX Customer Experience Net Promoter Score NPS 115

Zendesk

JUNE 17, 2021

Customer expectations have shifted considerably over the past year. What are customer expectations? What are examples of customer expectations? How have customer expectations changed? 5 tips to meet and exceed customer expectations. What are customer expectations?

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

ECXO

JULY 26, 2023

Brands have unprecedented access to customer data and digital footprints. In our always-on world, customers expect businesses to do something with this knowledge that’s in their interests. This level of personalisation increases customer satisfaction, loyalty and advocacy = sustained growth.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Uniphore

JUNE 17, 2021

The challenge is accurately tracking whether a particular customer has actually received a resolution they are satisfied with and will not need to call back. Unresolved callbacks not only create more work for your agents, they also often come with added customer frustration. Improve Your Customer Journey from End to End.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

ECXO

AUGUST 21, 2024

Successful customer experience organizations excel because they listen to their customers, understand their needs, and act accordingly. They learn from feedback, adapt, and continually improve their services to meet and exceed customer expectations. 2. Empathize: Put yourself in the customer’s shoes.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Win the Customer

DECEMBER 21, 2024

The modern customer expects personalized, seamless, and proactive experiences. As a product manager, you’re tasked with delivering on these expectations while navigating the complexities of a rapidly evolving technological landscape. I hope this blog post is helpful!

AI 59

AI Artificial Intelligence Social Media Machine Learning 59

Zendesk

MAY 17, 2022

While this means more work for your support agents, it also means there are more opportunities for you to expand and retain your customer base. Regardless of industry, customer satisfaction score (CSAT) is one of the most popular metrics for gauging how consumers feel about the customer experience (CX).

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

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. Customer communication has evolved from single-channel to multi-channel to omni-channel. Read on and thank us later! The list is very long indeed.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Win the Customer

SEPTEMBER 5, 2023

In today’s digital age, social media has become an integral part of our lives. Whether it’s sharing updates with friends and family, staying informed about current events, or discovering new trends, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed the way we communicate.

Social Media 59

Social Media Customer Service Entertainment Customer Loyalty 59

Hodusoft

JANUARY 30, 2025

In todays fast-paced, customer-centric world, consumers expect effortless interactions whether theyre reaching out via voice, email, chat, social media, or SMS. Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth. The result?

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Callminer

APRIL 26, 2017

The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required. Fewer issues mean better FCR rates and, at the end of the day, improved FCR means happier customers. Examples of Improved First Call Resolution.

Contact Center 140

Contact Center Social Media Customer Satisfaction Customer Relationship Management 140

SurveySensum

OCTOBER 17, 2024

73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! This is where customer feedback analytics solutions come in. It helps you decode the true potential of customer data and open up new growth avenues.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Intercom, Inc.

MARCH 31, 2021

Today, customers’ expectations for fast, personal support are higher than ever – making automation essential for resolving simple, repetitive queries at scale. After all, not even the best chatbot can help calm an angry customer, investigate a thorny issue, or build rapport with high-value customers quite like your team can.

Social Media 213

Social Media Start-ups Customer Retention Customer Satisfaction 213

Bill Quiseng

OCTOBER 9, 2024

And when you CARE, each customer feels respected, appreciated, and valued. They are WOWED and happy, intent on returning repeatedly, spending more money, and raving to others on social media. QUI TAKEAWAY: Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

Fonolo

APRIL 1, 2021

If your customers aren’t happy with the experience you provide, they’ll leave you without a word. That’s where CSAT — or customer satisfaction — scores come in. This KPI is essential for contact centers to measure how their customers feel about their service. Gather and utilize customer feedback. DID YOU KNOW?

Contact Center 152

Contact Center Social Media Customer Satisfaction Omnichannel 152

Retently

MARCH 17, 2025

Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Product Launch Performance : What were the most common customer questions about the new release? They analyze patterns, surface insights, and highlight key takeaways to improve the overall customer journey. Agent Performance Whos performing well?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Fonolo

MARCH 30, 2021

This feature displays data for each incoming call, including time before the customer abandoned the call. Today’s customers expect to be able to reach you on any platform. With social media and mobile apps at their peak popularity, contact centers would do well to invest in an omni-channel strategy.

Contact Center 147

Contact Center Social Media Customer Satisfaction Start-ups 147

Retently

NOVEMBER 27, 2024

Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Leveraging Social Media and Influencer Marketing 8. Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 Expanding Revenue Channels 4. trillion by 2027 ?

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

SurveySensum

MARCH 26, 2025

From spotting customer sentiment in reviews to detecting fraud in financial reports, text mining helps businesses turn unstructured text into actionable insights. To gauge customer satisfaction, they run a CSAT survey across multiple channels and receive 2,000+ open-ended responses. Manually analyzing them?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

Lumoa

FEBRUARY 7, 2023

With a well-designed VoC program in place, businesses can gain a competitive edge by focusing their efforts on the areas that matter most to their customers, ultimately driving customer satisfaction, loyalty, and growth. Examples of VoC There are so many different ways customers can share information about what they want.

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

InteractionMetrics

MARCH 13, 2025

We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience. Customer satisfaction surveys: Open-ended responses paired with sentiment analysis show why customers gave certain scores.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

Uniphore

NOVEMBER 16, 2021

More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). It’s now the main — and often only — human touchpoint for banks and their customers. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. The same goes for the content people see about your brand on social media.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

Hodusoft

NOVEMBER 24, 2021

It is difficult, if you are not an industry insider, to keep a tab on all the latest developments and know which call center tools are relevant for today’s customers. . What do customers expect? Customer experience is the only differentiator, and the quality of your customer service can either make or break your business.

Social Media 105

Social Media Artificial Intelligence Omnichannel CRM 105