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Delete, Ignore, Snub or Engage? How Mature Companies Should Tackle Negative Social Media Feedback Analyses

eglobalis

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Studies by Forrester reveal that unaddressed complaints on social media can increase customer churn by up to 15%. Should You Delete Negative Comments?

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AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success

eglobalis

For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive. Companies like Samsung, Oracle, SAP, and Salesforce, which have adopted AI early on, are reaping significant benefits, from enhanced customer satisfaction to operational efficiency.

B2B 337
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Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

eglobalis

Empowering them with the autonomy to make decisions and take actions that enhance customer experience (CX) not only improves customer satisfaction but also fosters a culture where employees feel trusted, valued, and accountable for the company’s success.

CX 494
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NPS vs. Social Media For Market Research

Retently

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. NPS Measures Customer Satisfaction, Not Public Opinion.

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How to Maximize Customer Satisfaction Through Digital Channels

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

But how are your customers reaching out? And are your customers utilizing AI? Whether they are reaching out via chat, social media, or phone the end goal is always the same. Throughout the course of the pandemic we have seen a dramatic shift in customer experience. Customer preference and experience with AI.

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Social Media is Bad for Customer Service

Bill Quiseng

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. I am not a millionaire.

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Customer Service + AI = Customer Success 3.0

ECXO

Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. By addressing customer issues before they escalate, businesses can significantly improve customer satisfaction and loyalty.

AI 207