CSM Magazine

DECEMBER 18, 2017

Progressive businesses are further engaging their customers via using social media. In this article, we have provided the main tips that help you utilize social media in order to provide exceptional service to your customers. Companies have to be deliberate about creating and evolving client engagement on social channels.

Social Media 40

Social Media Customer Service Roadmap Tools 40

Lumoa

JANUARY 27, 2023

Here are a few touchpoints to consider: Social media. In today’s digital age, your brand’s social media pages are often where customers see or get to know you first Ads. Step 4: Building a Roadmap After identifying the issues at hand, you can move on to considering potential solutions.

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

BirdEye

MAY 30, 2023

Competitive benchmarking versus competitive analysis Best practices for competitive benchmarking Competitive benchmarking benefits Best competitive benchmarking metrics FAQs about competitive benchmarking What is competitive benchmarking? The data you collect about your competitors become the metrics with which you set goals for your company.

Social Media 98

Social Media Analysis Metrics Advertising 98

Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! This can include customer feedback, financial data, behavioral analytics, operational metrics, and industry benchmarks. Determine what a specific measurable outcome would look like.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). What does that mean?

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. Determine what you have and organize the data so you can use it.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. Determine what you have and organize the data so you can use it.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. Determine what you have and organize the data so you can use it.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

CSM Magazine

JANUARY 11, 2016

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. APIs can be hooked up and performance metrics and social data can be overlaid with CRM systems for traditional channels.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

Thematic

APRIL 3, 2024

It encompasses both direct feedback – what customers explicitly tell you through surveys, reviews, or conversations – and indirect feedback –  the behaviors, preferences, and sentiments expressed through actions like website interactions, purchase patterns, and social media engagement.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

SurveySparrow

JUNE 20, 2023

Identify the key metrics that align with your business objectives and customer experience strategy. By focusing on the metrics that matter most to your organization, you can extract meaningful insights from your Customer Experience Dashboard. Hence, the key is to ensure that the data collected is accurate, relevant, and up-to-date.

Customer Journeys 52

Customer Journeys Net Promoter Score Customer Experience Social Media 52

Lumoa

MARCH 31, 2021

Lumoa can find insights automatically from customer feedback With for example Lumoa , you can easily identify the topics that have the biggest positive or negative impact on your metric, and you can also see exactly by how much it drives the score up or down. Actionable insights allow you to make strategic, well-thought-out decisions.

Effort Score 208

Effort Score NPS Net Promoter Score Feedback 208

Lithium

DECEMBER 6, 2022

How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. Twitter ads and metrics can be viewed and filtered in the calendar, as well as in dashboards, data exports and custom metrics. Khoros Roadmap Webinar (EMEA) Wednesday May 18th Save your spot !

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

Lithium

NOVEMBER 1, 2022

Podcast] Diversifying Metrics and the Rise of the Conversation Curator Our guest is none other than Legendary Khoros Titan, Claudius Henrichs, Head of Community at Dataiku brings a wealth of knowledge around how closely related the learning experience, and the community experiences are. They can also create significant value.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Thematic

DECEMBER 28, 2022

Think of all the text relating to your product in reviews, surveys, chat / support logs and social media. Understand customer context Metrics go up, and metrics go down. Combine specific themes with your metric of choice to better understand how to improve customer satisfaction with your products.

Analytics 71

Analytics Software Feedback Management 71

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

SurveySensum

DECEMBER 4, 2023

They’re not just sending emails or making phone calls; they’re reaching out on social media, leaving reviews, and using various channels to connect with you. Clear action plans provide a roadmap for improvement, assigning ownership ensures accountability and effective communication keeps stakeholders informed and engaged.

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

Zonka Feedback

OCTOBER 1, 2022

Whether you like it or not, it is certain that you will get feedback about your product through various channels be it your customer support process, complaint tickets, or social media. You can also use CX metrics for this purpose. Use the right metrics. Create Product Roadmaps. Know your Competitors.

Feedback 96

Feedback Knowledge Base Social Media Roadmap 96

Customer Bliss

JUNE 16, 2015

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. Utilize data – surveys, new research and customer metrics. Utilize customer feedback – social media, customer councils, responses to experience.

Management 100

Management Social Media Roadmap Metrics 100

Customer Bliss

JUNE 16, 2015

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. Utilize data – surveys, new research and customer metrics. Utilize customer feedback – social media, customer councils, responses to experience.

Management 100

Management Social Media Roadmap Metrics 100

Retently

MARCH 5, 2024

Using our tips as a roadmap, you can fine-tune your interactions to ensure they’re effective and resonate well with your clients. Responding to Online Reviews and Social Media Comments Maintaining proper digital manners is imperative when your brand addresses online reviews and social media comments.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

Customer Bliss

AUGUST 3, 2018

Unfortunately, in some places, there’s still a lack of trust in the metrics and cost-benefit analysis that experience officers are putting against investments they’re proposing to the C-Suite. Metrics tools are great but don’t forget about the human element. Social media has ushered in urgency.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

SurveySparrow

JULY 20, 2023

’ This isn’t just data; it’s a roadmap to creating a brand that resonates, a service that satisfies, and a product that’s not just bought but loved. Social Media Listening Monitor social media platforms like Twitter, Facebook, Instagram, and LinkedIn.

Company 52

Company Customer Experience Social Media Analysis 52

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. It helps guide where creative is going to go.”

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

SurveySensum

SEPTEMBER 12, 2022

Social media. Social media polls and social media listening can help give a clear picture of what customers are feeling and talking about a business. Also, social media channels like Facebook and Twitter have built-in poll tools that help you gather customer feedback.

Feedback 52

Feedback Social Media Survey Roadmap 52

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What Are Customer Experience KPIs and Metrics?

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

CSM Magazine

NOVEMBER 28, 2022

To ensure that all aspects of the product launch are rock-solid, you’ll want to develop a clear roadmap for development and testing. This roadmap should identify the tasks that need to be completed, the timeline for completion, and any potential roadblocks you may encounter.

Software 52

Software Customer Service Marketing How To 52

ClientSuccess

NOVEMBER 22, 2021

Social Media. While many customer success teams use NPS as a performance metric to gauge team members’ success, there is potentially even more value in the data from a customer marketing angle. Customers and their responses can feed the product roadmap, serve as advocates, and support additional customer marketing efforts.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

ShepHyken

AUGUST 12, 2022

This will help to match it with the core metrics of the business to figure out the opportunities and challenges for a business to provide a better customer experience. . It can be on social media, public forums, mobile applications, or any other platform that the customer uses. Map the customer journey.

Self Service 70

Self Service Customer Journeys Omni-Channel How To 70

SurveySparrow

JULY 31, 2023

The voice of the customer process provides a roadmap to systematically capture, analyze, and act upon customer feedback. Surveys, social media, customer support interactions, online reviews, or even focus groups can be great sources. Identify the channels through which you’ll gather customer feedback.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

SurveySensum

OCTOBER 20, 2023

Give your customers various channels to reach out to you easily via email surveys, live chat surveys, in-app surveys , online reviews, and tracking social media channels. You can use survey metrics like NPS, CSAT, and CES to ask simple questions. Share and discuss the feedback and its insights with your internal teams.

Feedback 52

Feedback Social Media Customer Retention Survey 52

VDS

SEPTEMBER 28, 2023

Improved Customer Experience: Genesys Cloud provides a unified platform that integrates all your customer channels, including voice, email, chat, and social media. You should also evaluate your current contact center performance, including call volumes, response times, and customer satisfaction metrics.

Contact Center 52

Contact Center Strategy Roadmap System 52

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Of course, no single metric is going to give you a complete picture, and you will have to discover how to adapt the big three to your business case. The Three Most Popular CX Metrics.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

CX Journey

MAY 17, 2017

If they are, do they recall the objectives, the overall roadmap, the reason for the approach, etc.? Key metrics for your business may have changed. Are the people who originally designed the surveys still with the company? If they aren't, is there anyone else who recalls the original objectives?

Survey 159

Survey Feedback Social Media Roadmap 159

BirdEye

APRIL 11, 2023

Strategies might include social media, product and service offerings, or branding. It’s also helpful in identifying the key metrics you need to measure to reach your objectives. Key performance indicators (KPIs) are the specific metrics you will monitor to ensure you’re on track.

Examples 98

Examples Strategy Analysis ROI 98