eglobalis

MARCH 30, 2025

Low response rates, survey fatigue, and delayed feedback often leave companies reacting to problems far too late. Companies usually collect feedback weeks or months after an interaction. Social media has been a game-changer here: customers often voice praise or grievances on Twitter, Facebook, or WeChat as their experience unfolds.

Banking 326

Banking NPS B2B Social Media 326

eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. For example, an organization might experiment with response times on social media versus email to identify the most effective communication method. The Gist Experimentation eliminates CX guesswork.

Insights 363

Insights Customer Journey Mapping Omnichannel Effort Score 363

eglobalis

NOVEMBER 3, 2024

This deeper level of insight requires more than surface-level data; it involves building continuous engagement practices, establishing feedback loops, and leveraging data analysis to capture meaningful insights. Additionally, feedback loops play a crucial role in refining CX over time.

B2B 518

B2B Culture Innovation Loyalty 518

eglobalis

FEBRUARY 3, 2025

Samsung uses AI to analyze customer feedback and improve its B2B solutions, ensuring that its products and services align with client needs. Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews.

B2B 391

B2B Customer Experience 2014 2015 391

BirdEye

FEBRUARY 5, 2025

Restaurant social media marketing is not just about posting a few pictures of food anymoreits about creating a space where your customers connect, trust, and get inspired to visit. Table of contents Why restaurant social media marketing is important?

Social Media 104

Social Media Marketing Metrics Events 104

eglobalis

JANUARY 13, 2025

By analysing conversation patterns and offering instant feedback, the system enabled faster learning and reduced errors. AI tools like Salesforces Service Cloud enable agents to manage inquiries from email, social media, and live chat within a unified interface, reducing fragmentation.

Marketing 417

Marketing E-support E Commerce Social Media 417

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. You can think of it as your eyes and ears on social media with the information it provides. The right social media listening tool will help you analyze customer behavior and competitors to stay ahead of the pack.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

OCTOBER 22, 2024

We’ve all been there—checking reviews, browsing social media profiles, and searching Google to find the right healthcare provider. It includes managing patient reviews, ensuring the accuracy of your online listings, engaging with patients on social media, and maintaining high visibility in search results.

Management 221

Management Healthcare Social Media 2024 221

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Hootsuite is one of today’s most widely used social media management platforms. What is Hootsuite? What is Hootsuite?

Social Media 221

Social Media Brands Management 2008 221

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. With customer feedback influencing decision-making, a strong reputation is your key to standing out in a competitive space. For example, closing the feedback loop with a disgruntled member can turn them into a loyal advocate.

Management 195

Management 2024 Financial Social Media 195

Thematic

OCTOBER 30, 2024

54% of social media users use these platforms for product research. And that’s where social media sentiment analysis comes in. AI analytics tools allow you to rapidly analyze thousands of posts from social media channels. Skip straight to the Best Tools for Social Media Sentiment Analysis.

Social Media 62

Social Media Multi-Channel Feedback Brands 62

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Voice of Customer analysis starts by categorizing the customer feedback data. What Is Voice of Customer Analysis?

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? By analyzing customer behavior, you can identify factors that lead to churn, such as delayed purchases, disengagement, or negative feedback. To capitalize on those behaviors, you need to be able to perform customer behavior analysis.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

eglobalis

JANUARY 20, 2025

Regular feedback sessions, coupled with co-creation workshops, enable businesses to address client concerns while collaboratively designing future solutions. Tools like customer feedback loops and advanced prototyping software enable iterative refinement, ensuring final products align perfectly with client needs.

B2B 427

B2B Loyalty Workshop Loyalty Programs 427

InMoment XI

NOVEMBER 4, 2024

The FTC’s Updated Regulations on Reviews and Endorsements In August 2024, the FTC finalized new rules targeting fake reviews , deceptive endorsements, and manipulation of customer feedback. The FTC has made it clear that violating these rules could lead to steep penalties, including fines of up to $51,744 per violation​.

Social Media 195

Social Media 2024 Financial Consumers 195

BirdEye

APRIL 15, 2025

million social media users in the UK, it’s clear that platforms like Instagram, LinkedIn, TikTok, and X (formerly Twitter) are more than just spaces for sharing selfies or updates. Thats why having a clearly defined social media policy in the UK is no longer a nice to have; its a business necessity. With over 56.2

Social Media 52

Social Media Brands Consulting Demo 52

InMoment XI

JULY 18, 2024

What Is Customer Feedback? Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. Businesses can collect feedback actively and passively. What Is A Customer Feedback Loop? Why Is Customer Feedback Important?

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

Thematic

FEBRUARY 12, 2025

Is your business on social media? In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation. But here’s the challenge: millions of posts, comments, and reviews flood social media daily. They need text analytics for social media.

Social Media 62

Social Media Insights Feedback Brands 62

ShepHyken

DECEMBER 9, 2024

How can negative feedback act as a valuable tool in preventing customer churn? Why should companies prioritize genuine feedback over high survey scores? Top Takeaways Customer feedback is a gift. Top Takeaways Customer feedback is a gift. Customers are less willing to give feedback than they were a few years ago.

Feedback 74

Feedback 2025 Airlines Hospitality 74

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week.

Social Media 59

Social Media Multi-Channel Culture E-support 59

Experience Investigators by 360Connext

OCTOBER 3, 2023

With the help of artificial intelligence and a few less technical approaches, you can greatly improve your customer experience by listening to unspoken feedback. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

Feedback 270

Feedback Social Media Hotels Hospitality 270

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative. Responding to customer feedback within 24-48 hours can boost retention by over 8.5%.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. It's about building real connections and driving strong social media engagement.

Social Media 52

Social Media Hotels Marketing Travel 52

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

SEPTEMBER 21, 2023

It involves collecting and analyzing feedback from multiple sources, such as reviews, social media, and customer surveys, and using that feedback to improve the customer experience and build a positive reputation. Sounds like a lot, right? No need to be overwhelmed.

Management 368

Management Social Media Feedback Voice of Customer 368

BirdEye

JANUARY 24, 2025

Driving social media reviews requires more than just asking customers for feedback. You’ll learn proven frameworks for driving genuine social media reviews in this guide. Many customers see reviews as a way to help others navigate choices, adding a sense of purpose to their feedback.

Social Media 52

Social Media Loyalty Feedback Customer Journey 52

InMoment XI

FEBRUARY 3, 2022

So what feedback collection methods should you be using if you want to gauge the Gen Z customer experience? We suggest Microsurveys , social media and review sites, and live chat to gain the intelligence you need to compete for Gen Z’s loyalty. Tip #3: Social Media Influencers Have Significant Reach.

Employee Experience 397

Employee Experience Brands Social Media Customer Experience 397

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Customers E-support 62

InMoment XI

AUGUST 14, 2024

Unlock the full potential of your customer feedback with InMoment’s AI-powered solutions. What Is AI Customer Feedback? In today’s fast-paced business landscape, understanding customer sentiment and feedback is more critical than ever. What are the Benefits of AI for Customer Feedback?

Feedback 195

Feedback Customer Experience Social Media Hotels 195

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. What used to be limited to sending out surveys through direct feedback, the industry has evolved to include indirect and inferred customer data sources as well.

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

InMoment XI

FEBRUARY 12, 2025

Create a reliable customer review system that helps you collect high-quality, high-volume feedback, and you’ll likely have a consistent flow of traffic to your store. After all, customers wouldnt take the time to leave positive feedback if they didn’t believe you offer high-quality services.

Feedback 221

Feedback Retail Social Media Advertising 221

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

InMoment XI

JULY 22, 2024

The key to navigating these turbulent times lies in capturing and responding to customer feedback as quickly as you can. The Significance of Real-Time Feedback During Outages When a tech outage hits, customers immediately feel the impact. Real-time feedback during these moments is more important than ever before.

Banking 195

Banking Feedback Social Media Call Center 195

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback Social Media B2C 2024 195

InMoment XI

OCTOBER 23, 2024

Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals. Offer 24/7 customer service across multiple channels, including mobile apps, social media, chatbots, and live chat. It’s important to manage the volume of feedback requests you send.

Banking 195

Banking Customer Experience Financial Touchpoint 195