InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. The company also acts on insights from customer feedback in order to understand improve the skills of its support agents, enabling them to become better at serving PandaDoc customers.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. European giants like Unilever and Siemens utilize NPS to gauge consumer sentiment and pinpoint areas for product line improvements.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

MAY 31, 2022

In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. These touchpoints may include the end of the onboarding cycle in SaaS , order delivery in ecommerce, a customer support interaction.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

BirdEye

APRIL 13, 2023

Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. With billions of active users across platforms, social media advertising offers a level playing field to reach a vast audience and build brand awareness.

Social Media 98

Social Media Advertising E Commerce Fashion 98

BirdEye

AUGUST 21, 2023

Social media is an important part of every business’ content strategy. But just including social media in the strategy may not be enough. Businesses must understand the value it can bring in boosting brand awareness, domain authority, and revenue for your business, especially with social media SEO.

Social Media 98

Social Media Multi-Channel E Commerce E-support 98

BirdEye

MARCH 22, 2023

Including social media in your marketing strategy is crucial to maximizing your leads. However, running a business can be time-consuming, and implementing social media plans may require assistance. Posting consistently is the number one way to achieve your goals on social media.

Social Media 98

Social Media Multi-Channel E-support Management 98

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. For instance, imagine an e-commerce company that recently implemented a new online chat support feature.

Insights 243

Insights E Commerce Customer Experience E-support 243

Thematic

APRIL 3, 2025

Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful. Exponential growth in unstructured data (social media, emails, customer feedback). The challenge?

Marketing 62

Marketing 2030 E Commerce Social Media 62

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today.

Retail 195

Retail Customer Experience Social Media NPS 195

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. Customers change: E xisting customers leave, and new ones come along. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Kustomer

AUGUST 24, 2021

The nature of the customer experience within e-commerce has never been more vital to the life of a brand than it is at this moment. While e-commerce (buying over the internet) has been growing in leaps and bounds before the pandemic, online shopping quite simply exploded in 2020.

E Commerce 114

E Commerce E-support Customer Experience Omnichannel 114

GetFeedback

JULY 23, 2018

Smart retailers know that brand interactions have moved beyond the limits of brick-and-mortar stores—interactions happen on the company website, via e-commerce platforms, on social media, on review websites and platforms, through television and other advertisement media, and through new channels that seem to be constantly changing.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

InMoment XI

JULY 25, 2024

Research shows that 71% of consumers expect personalized experiences with the brands they interact with, and over 75% get frustrated when they don’t get those personalized experiences. Similarly, 90% of consumers regard issue resolution as their most significant customer service factor. Why is the Contact Center Experience Important?

Contact Center 195

Contact Center 2024 E Commerce Social Media 195

Thematic

FEBRUARY 24, 2025

Studies show that 73% of consumers will switch to a competitor after multiple bad experiences, and more than half will leave after just one. Live chat and support interactions – Collect real-time feedback from customer service exchanges. Customer service interactions – Including live chat, phone calls, and email support.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

ShepHyken

JULY 9, 2021

If you manufacture a product that stores and other sellers purchase in bulk to sell to consumers, send handwritten notes to every new seller after their first big order. The goal is to make your clients feel valued and supported. For example, you can send them a $10 e-gift card for products on your website, no strings attached.

E Commerce 142

E Commerce Social Media E-support Consulting 142

Michelli Experience

MAY 1, 2018

In those days, consumers were at the mercy of advertising claims made across traditional outlets (e.g., Thanks to social media, many brands have softened their traditional media buys and have focused instead on influencing purchasers through a variety of strategies. The rise of social media influencers is well-chronicled.

Social Media 74

Social Media Customer Experience Advertising 2017 74

transcosmos Information Systems

SEPTEMBER 5, 2018

During ancient times when the internet was but a fledgeling piece of technology, man relied on archaic ways like the reliable word-of-mouth when looking for reviews about certain consumer products or services before procuring them. Now, social media has turned into a place for business, too. billion active users with 1.47

Social Media 69

Social Media E-support Document Customer Service Strategies 69

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Chase Clemons, Head of Customer Support at 37 Signals.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CSM Magazine

NOVEMBER 27, 2024

According to a report by PwCm , 73% of consumers consider customer experience a crucial factor in their purchasing decisions, while 65% say that a positive brand experience has more impact than effective advertising. Here’s how you can enhance your customer service and give your consumers an experience they’ll remember.

E Commerce 52

E Commerce Customer Service E-support Metrics 52

Thematic

MARCH 20, 2025

Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media. In fact, 70% of consumers say they can see a clear gap between companies that use AI well and those that don’t. Companies struggled to piece it all together before it became outdated.

Customer Insights 62

Customer Insights Insights Social Media E-support 62

BirdEye

APRIL 13, 2025

Whether you’re a content creator, a brand, or a small business owner, Pinterest has evolved into one of the most powerful platforms for turning visual inspiration into real-world consumer action. Pinterest marketing UK lets brands ride the wave of cultural moments and consumer moods with laser precision. The best part?

2025 52

2025 E Commerce Social Media Retail 52

Retently

OCTOBER 23, 2024

CES surveys , on the other hand, look into the amount of effort a customer puts into completing a specific task, such as making a purchase or contacting customer support. How did you hear about our store (social media, referral, search engine, etc.)? This data is invaluable for tailoring future campaigns.

Retail 110

Retail NPS Touchpoint Feedback 110

CSM Magazine

MARCH 11, 2025

Increasing adoption of AI-driven support solutions and omnichannel communication is transforming customer service experiences. The customer service market has undergone significant transformation in recent years, driven by technological advancements and evolving consumer expectations. billion in 2024 to USD 800.0

Customer Service 52

Customer Service E Commerce Marketing E-support 52

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. Efficient and accurate market research Traditional market research methods can be time-consuming and costly.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

Alida

SEPTEMBER 22, 2016

Customers, especially Millennials , expect transparency and honesty—and they support companies they perceive to be truthful and real. Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers.

2016 267

2016 Innovation Marketing Insights 267

GetFeedback

MAY 9, 2018

A consumer survey by Imprint Plus found that 32.5% In fact, it’s estimated that by the end of 2018, mobile purchases will represent 27% of all e-commerce purchases. Offer mobile messaging and SMS support. Create dynamic support content. Today, customer service goes beyond the call center. Rinse and repeat.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

Thematic

FEBRUARY 3, 2025

Did you know that in 2023, the world created, captured, copied, and consumed 123 zettabytes of data? Customer Support: Resolving Complaints and Improving Service In customer support, speed and accuracy are everything. Such is the case of DoorDash, which used Thematic’s text analytics to review support tickets.

E-support 62

E-support Social Media Net Promoter Score 2028 62

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. The concept of customer relations covers every interaction between a brand and its customers, spanning from initial interest to post-sale support.

Interaction 52

Interaction Engagement E Commerce E-support 52

InMoment XI

OCTOBER 8, 2024

The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported. A customer experience program helps your organization improve customer experience by facilitating cross-functional collaboration between various departments such as sales, marketing, support, etc.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Thematic

MARCH 26, 2025

Insights from consumers inform the development of new products and features, leading to tangible changes in how companies approach product development." " And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. ."

Feedback 62

Feedback Social Media Customers E-support 62

ShepHyken

JANUARY 8, 2021

H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. According to HubSpot, 90% of consumers argue that one channel alone is not enough in terms of customer service, instead preferring an omnichannel experience consisting of email, live chat, social media and contact centres.

E-support 145

E-support Omnichannel Competitive Advantage Customer Centricity 145

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Shopify is the ultimate e-commerce solution supporting more than 600,000 businesses in about 175 countries. Improve Your Customer Support.

E Commerce 111

E Commerce Sales Customer Engagement E-support 111

Thematic

MARCH 30, 2025

Consider this: 70% of consumers say they can tell which companies use AI effectively—and which ones don’t. That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. But collecting feedback is only half the battle.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Thematic

JANUARY 21, 2025

Have you ever wondered how businesses make sense of thousands of customer reviews, emails, and social media comments? Text analytics acts as a secret decoder for all the text your business interacts with—customer reviews, social media comments, emails, and more. They use text analytics ! So, what is text analytics?

Insights 62

Insights Social Media E Commerce 2030 62

InMoment XI

JANUARY 16, 2024

Operational Efficiency and Resource Optimization Contact center AI solutions streamline operational workflows by automating repetitive and time-consuming tasks. E-commerce Chatbots for Customer Support: E-commerce platforms often use AI-driven chatbots to provide instant assistance to customers.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

Kustomer

MARCH 14, 2022

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. The less effort, the better — and with the digital-first consumer, chat is often better. Why Consumers Love Chat.

Consumers 92

Consumers E-support Customer Service Representative Social Media 92