Zendesk

JUNE 17, 2022

Your experience at the ice cream parlor shows why it’s not enough for businesses to just gather customer feedback—they must act on it, too. Companies that create a process for collecting, analyzing, and acting on customer feedback improve their chances of impressing buyers. What is customer feedback management?

Customer Feedback 98

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 98

SurveySensum

APRIL 28, 2025

Heres the thing – 77% of customers have a more favourable view of brands that ask for and accept customer feedback. Thats where Voice of Customer (VoC) programs come in! But what is VOC, why is it crucial, and how can you leverage it to improve customer satisfaction and business growth? Lets dive in!

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Customer Feedback 96

Customer Feedback Net Promoter Score Customer Satisfaction NPS 96

Experience Investigators

AUGUST 3, 2021

Customer experience management can feel like a lot. Some CX leaders try to take on every part of the customer journey. They are designing customer feedback surveys and strategizing around the onboarding communications. They are reacting to the feedback and reporting on the results. It’s your customers.

Customer Experience 138

Customer Experience Construction Social Media Social Listening 138

Sprinklr

SEPTEMBER 16, 2021

How does social monitoring and social listening help protect your brand? Social monitoring and social listening are important processes to protect your brand’s health and reputation. Brand monitoring marries social monitoring with social listening to gather deeper insights on your brand mentions.

Social Listening 87

Social Listening Social Media CXM Start-ups 87

Sprinklr

JULY 22, 2021

From marketing to product development, customer feedback about your products is the lifeblood of your brand. But, the way customers give that feedback has shifted dramatically to digital channels like review sites, social media, and chat apps. Away from the office, he enjoys traveling and golf.

Unstructured Data 98

Unstructured Data Social Media Artificial Intelligence Actionable Insights 98

Sprinklr

JULY 29, 2021

Brands that capture product insights from review sites, social media, and other digital channels to build a customer-centric product strategy can help grow their business dramatically. But, capturing this huge volume of fragmented, unsolicited feedback is only part of the story. Here are 19 use cases.

CXM 111

CXM Social Media Social Listening Manufacturing 111

SurveySensum

SEPTEMBER 25, 2023

Businesses of all sizes are using videos to reach their target audience, build relationships with customers, and drive sales. The answer is simple: listen to your customers. Customer feedback is the key to creating video content that resonates with your audience and achieves your marketing goals.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

CommBox

MARCH 2, 2022

But customer service isn’t just about answering questions from emails and phone calls. For starters, you can check your social inbox (if you use social media as a channel to receive queries from customers) or customer service platforms like CommBox. Another way to track complaints is customer feedback.

Customer Service 98

Customer Service Social Listening Omnichannel Customer Journey Map 98

Aquire

OCTOBER 5, 2021

Troubleshooting problems via innovative customer service technology like cobrowsing or video chat. Posting on social media about a positive or negative experience. The takeaway is: no channel is too small to be part of your overall digital customer service strategy. Social media. Video chat. Knowledge base.

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business. What is Social Listening, and How Do You Do It?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Aquire

AUGUST 2, 2021

In SaaS especially, proactive service includes reaching out to customers to help them make the most of the platform – before they stop using it altogether for lack of results. 7 ways to implement proactive customer service. Proactive communication depends on your customer service employees. Listen to social media.

Customer Service 98

Customer Service Social Media Social Listening Start-ups 98

Aquire

SEPTEMBER 18, 2021

That’s because UX design is essential for the main points where customers enter their relationship with your brand, namely your product and/or your website. Three design tips for creating a great customer experience: Create a consistent brand experience across channels – your website, apps, email, and social media channels.

Customer Experience 98

Customer Experience Social Media Omnichannel AI 98

Aquire

DECEMBER 21, 2021

And that’s basically what customer experience is: your relationship with customers and prospective buyers. Most companies have mechanisms to capture customer feedback, such as NPS or CSAT surveys. But, there’s always room for improvement in how well you understand customer impressions and what you do with that insight.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

SurveySensum

DECEMBER 21, 2023

You see, around 54% of people like you check out a brand or product on social media. But, how to avoid bad reviews and leverage social media as a robust customer feedback tool to create a great online presence for your brand? But have you ever thought about why negative reviews happen on social media?

Social Media 52

Social Media Social Listening Customer Satisfaction Customer Feedback 52

Gainsight

JULY 30, 2024

Lower churn rates and higher retention rates are indicators of successful customer relationship management. This metric helps organizations understand the emotional perspective of their customers, providing insights beyond numerical scores.

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Social Listening 52

Comm100

MAY 10, 2018

This newly strengthened relationship comes with an added perk: complaining customers who are impressed by a company’s resolution often let their social circles know, either in person or on social media. Unfortunately, not all customers make genuine complaints. How Can You Best Take Advantage of Customer Complaints?

Social Listening 91

Social Listening Social Media Customer Service Contact Center 91

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

SurveySensum

SEPTEMBER 19, 2022

Voice of the customer – Visualization at various stages. Here’s a 3-step process for data visualization of the voice of customer data. Channels to Capture Voice Of Customer. Customer interviews. Social media. What is Voice of Customer (VOC)? Channels to capture the voice of the customer .

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 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

Retently

DECEMBER 10, 2024

Each of these will help you select a survey tool that fits your needs and drives meaningful customer feedback. Retently: The All-in-One Customer Satisfaction Platform Retently is a versatile customer experience management platform designed to help businesses measure, analyze, and enhance customer satisfaction.

NPS 78

NPS Customer Satisfaction CRM Sentiment Analysis 78

Zendesk

OCTOBER 20, 2023

Marketing teams use customer service plans to understand the target customer better, personalize messaging, and deliver brand consistency throughout the customer journey. A customer satisfaction (CSAT) survey is automatically sent to the customer to collect feedback about the interaction.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Sprinklr

SEPTEMBER 9, 2021

Many modern brands recognize the importance of capturing customer feedback from social media and other digital channels, but, at the same time, their social listening strategies still fall short of their potential. Improve your customers’ experiences. What are the goals for your social listening tool?

Social Listening 110

Social Listening AI Social Media CXM 110

InteractionMetrics

MARCH 20, 2025

Many people think of customer experience (CX) software as just another dashboard portal that lets you view customer experience data. But really, its the engine that drives improvements in the customer experience. Its more about optimizing experiences and customer loyalty than organizing contact info and sales pipelines.

CX 52

CX Social Media Contact Center Compliance 52

SurveySensum

JANUARY 13, 2025

In other words, as we talk about online reviews and comments, social media, and forum discussions! Although less formal, it does provide you with a real, unfiltered view of how your customer feels about your brand. You didnt send out a survey, but when scrolling through social media, you notice a few trends.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 52