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 357

AI CX Sentiment Analysis Predictive Analytics 357

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

Competitive benchmarking can give your organization the edge to capture additional market share, increase customer retention and engagement, and provide an excellent customer experience (CX). The benefits of social listening for competitive benchmarking help your organization compare and inform: Brands’ social performance.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

Comm100

FEBRUARY 5, 2018

When pooled together, this information makes up a database of all the transactional, navigational, and support-based contact that a customer has had with a business, effectively summarizing that customer’s relationship with the company. Within the realm of social media software is also social listening tools.

Social Media 68

Social Media CRM Social Listening Omnichannel 68

Zendesk

OCTOBER 18, 2022

In today’s competitive landscape, companies need to connect with their audience if they want to stand out from the crowd, retain customers, and build loyalty. In the Zendesk Customer Experience Trends Report 2022 , 60 percent of companies stated that succeeding at wowing customers has improved their customer retention.

Social Media 98

Social Media Social Listening Customer Journey Map CX 98

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

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. Traditional social media monitoring provides data, but AI-driven text analytics ensures you can act on it efficiently.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52