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

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). This can slow your strategy and create missed opportunities to gain market share and grow your customer base.

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. Customer Satisfaction Score: Gauges satisfaction with specific interactions. Churn rate : Tracks customer retention. Wrapping Up!

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. 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