Thematic

MARCH 20, 2025

Every day, customers leave a trail of feedback in online reviews, social media posts, and surveys. If businesses don’t proactively detect issues, they risk losing customers without realizing why. Group related complaints , making it easier to detect trends across reviews, surveys, and social media.

Social Media 62

Social Media Banking 2027 Roadmap 62

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Shopping online is more than just convenient – it’s the new normal.

Retail 144

Retail Social Media Technology Brands 144

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. With the fame came a wave of social media engagement. Download Now.

Social Media 71

Social Media Customer Service Download Customer Care 71

Tricia Morris

OCTOBER 1, 2015

Brands and organizations are stepping up to the plate in engaging on more channels before, but a seamless customer experience where customers aren’t passed between agents and don’t have to repeat their information across channels and service interactions is what’s desired. Customer expectations are rising year over year.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

Thematic

FEBRUARY 24, 2025

Without an effective system for capturing and responding to feedback, businesses risk losing customers before they even have a chance to resolve their concerns. Customer reviews – Monitor online reviews to track trends in customer sentiment.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service?

Social Media 68

Social Media Customer Service Strategies Customer Service Download 68

Comm100

OCTOBER 27, 2016

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. They include: Your communication to the customer.

Customer Expectations 79

Customer Expectations Management Social Media Download 79

InMoment XI

MAY 2, 2024

The benchmarks serve as a valuable tool for organizations looking to assess their reputational performance, set goals, make informed decisions, and drive continuous customer experience improvement. Customers expect you to respond to their reviews. Respond to Reviews Asking for reviews is important.

Retail 195

Retail Customer Retention Management 2024 195

InMoment XI

JANUARY 2, 2023

CX managers first determine what a positive customer experience entails for their target clients, theorize and implement changes they believe will have the most impact, and use results to optimize each customer interaction. With new technology and social media, we have more ways than ever before of interacting with our customers.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Thematic

MARCH 26, 2025

." And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Customer feedback isn’t just limited to surveys. Social media comments – A raw and honest source of feedback shared in real time.

Feedback 62

Feedback Social Media Customers E-support 62

Thematic

OCTOBER 30, 2024

This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. What's inside: Easy-to-follow VoC strategies Tips for analyzing feedback Plus: Bonus VoC checklist Download your free copy today!

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

Optimove

DECEMBER 11, 2024

Anything customers wear or use where others can see it provides you with free advertising. Especially with the power of influencers, TikTok and social media in general, the power of a constant visual reminder of your brand shouldnt be underestimated for its power to drive further customer engagement.

E Commerce 52

E Commerce E-support Loyalty Programs Social Media 52

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. The result?

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Thematic

MARCH 18, 2025

Let’s be real—understanding your customers isn’t easy. They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. " That’s exactly why customer insights platforms are essential.

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

NICE inContact

JUNE 14, 2017

I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results. Some other interesting findings were that 67% of customers prefer agent-assisted channels to self-service ones.

Omnichannel 58

Omnichannel Customer Expectations Contact Center Social Media 58

Calabrio

MARCH 25, 2025

Customer expectations continue to rise, workforce challenges have intensified, and contact centers are innovative AI solutions to help them keep up. Channel preferences are evolving – omnichannel is key Customers arent only seeking fast experiences. How successful have these efforts been?

Contact Center 52

Contact Center 2025 E-support Omnichannel 52

BirdEye

MARCH 17, 2023

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services.

Social Media 98

Social Media Feedback Brands Insights 98

Thematic

MARCH 20, 2025

Businesses receive tons of customer feedback every day, but most of it is free-form text—meaning it’s unstructured and difficult to understand. By identifying which features customers repeatedly requested, they prioritized improvements that had the greatest impact on user satisfaction and retention.

Customer Service 62

Customer Service E-support Feedback Insights 62

Optimove

FEBRUARY 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: The holiday season is critical for retailers as it often brings a surge in sales driven by new and one-time shoppers. ” Download Now: 9 creative email tactics Download Now>> #3.

Customer Retention 52

Customer Retention Loyalty Programs Download Loyalty 52

Kustomer

MAY 25, 2022

Over the last few years, companies have realized the rising value of social media. In 2022, US social commerce sales are expected to reach $45.74 billion , with more than a half of the country’s adults making a purchase on social media. Social platforms allow you to shape your brand’s perception.

Consumers 98

Consumers Social Media Customer Experience 2022 98

Eptica

JUNE 6, 2018

Date: Wednesday, June 6, 2018 Author: Steve Nattress How can brands match customer expectations around knowledge? Author: Steve Nattress Consumers demand fast, accurate answers to their questions, whatever the channel, meaning that knowledge management is one of the key components of the customer experience.

Customer Expectations 51

Customer Expectations Brands Social Media 2018 51

Oracle

FEBRUARY 13, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report.

2019 95

2019 Loyalty Loyalty Programs Retail 95

inQuba

FEBRUARY 10, 2025

According to CustomerThink , Journey management enables you not only to measure, monitor and optimize customer experience, but align your entire organization with your customers goals. Download this buyers guide as a complimentary ebook. Get it here Download this buyers guide as a complimentary ebook.

Customer Journey 52

Customer Journey Management Insurance Download 52

ShepHyken

MARCH 12, 2018

You compete against anyone that has provided your customer a great experience. Your customers’ expectations are h igher than ever. New Report: Which Brands Deliver the Best Customer Experience? My Comment: Here is a list of the top brands focused on customer experience with a focus on social media.

2018 39

2018 Article Customer Service Social Media 39

BirdEye

SEPTEMBER 26, 2023

Businesses are struggling to meet customer expectations, while still running a profitable venture. Artificial intelligence can help them close the expectation-reality gap and reduce costs as well. Using AI, You can communicate with patients via text messaging, social media channels, or Web Chat 24/7.

Healthcare 111

Healthcare 2023 Hospitality Social Media 111

Experience Investigators by 360Connext

JULY 12, 2022

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. Better yet, this is based on the individual customer’s journey. 3 Problems They can Solve.

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

Team Support

NOVEMBER 30, 2023

Related: The B2B Customer-Centricity Crash Course Top Four Digital Channels, Ranked by Popularity In today’s digital world, businesses need to make it easy for customers to access support through multiple channels. These can include ticketing, live chat, social media, email, and other means. Interested in learning more?

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

Eptica

NOVEMBER 4, 2015

Despite the talk about social customer service , Facebook and Twitter responses trailed in at the bottom of the table. When contacted through social media companies were also considerably slower at responding. 54% of queries asked via Facebook received a successful answer, compared to a woeful 20% on Twitter.

Retail 76

Retail E Commerce Customer Service 2015 76

BirdEye

OCTOBER 10, 2023

To understand the influence of online reviews on retail businesses, click to download our impact of online reviews on multi-location businesses. Remember that over half of customers expect businesses to respond to negative reviews within a week, and one-third expect a reply within three days or less.

Retail 111

Retail Management Social Media Multi-Channel 111

Feedbackly

AUGUST 23, 2023

As your business expands, you may need multiple journeys to segment customers and deliver personalized services. If you want a free customer journey mapping template, download Feedbackly’s free editable template ! It’s important to resolve pain points and let your customers know about them.

Customer Journey 98

Customer Journey Customer Journey Mapping Touchpoint Social Media 98

Customer Bliss

JANUARY 26, 2018

Unless stated upfront, they’re not expecting another step that leads them to set up an inquiry ticket for someone to get back to them. When it comes to customer experience and messenger services, live chat = real time responses. That's what your customer expects #CX #CustServ Click To Tweet. CX Click To Tweet.

2018 114

2018 Chief Customer Officer Touchpoint Customer Journey 114

Lumoa

JANUARY 9, 2018

In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. However, research shows most customers still value an emotional connection with the people fronting the organization. part 2] is here!

2018 133

2018 Customer Experience Competitive Advantage 2017 133

PeopleMetrics

APRIL 17, 2015

These can include content pieces they view or download online, signup forms, outgoing emails from sales, incoming phone calls to support, social media interactions, and more. You then need to understand their expectations for each of these touch points in order to measure their perception of the experience. Live chats?

Customer Experience 108

Customer Experience Marketing Wireless 2016 108

Kustomer

NOVEMBER 2, 2022

At Kustomer, we’ve conducted original research on this topic of customer service expectations. In this blog, we’ll explore types of service expectations, from general expectations that remain the same, to important changes in what the modern customer expects, and the importance of a cohesive omnichannel strategy.

Customer Service 85

Customer Service Omnichannel Social Media Customer Expectations 85

Eptica

APRIL 8, 2020

To find out, we evaluated the digital customer service provided by 50 UK companies from five sectors, repeating research carried out since 2011. We looked at their performance on the web, email, social media and chat when it came to answering routine queries, such as changing an order or finding out about policies.

2020 79

2020 Customer Service Social Media 2011 79

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

Social Media 40

Social Media Customer Service 2015 Entertainment 40

ShepHyken

JANUARY 23, 2017

My Comment: Self-service customer service is becoming more popular, to the point that some customers expect the companies they do business with to offer up the self-help solution. Why You Should Invest in Social Customer Service by Kristina Koller. SparkCentral) Social media isn’t just for marketing anymore.

2017 59

2017 Article Social Media Customer Service 59