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. We’ve compiled a step-by-step checklist to get you started.

Management 368

Management Social Media Feedback Voice of Customer 368

InMoment XI

DECEMBER 22, 2022

In technical terms, a VoC program is the process of gathering vital information regarding what customers think and feel about their experiences with a business. This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more!

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

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 328

Customer Experience Social Media 2024 B2B 328

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. A robust social listening tool should help you answer these questions.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

GetFeedback

JANUARY 19, 2020

Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Winning CX initiatives use text and social media at least 80% of the time, compared to half of those in a Developing stage. Posts and comments on social media. Customer service agent notes and messages.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InMoment XI

JUNE 7, 2022

Their new partnership allowed the company to integrate social media content with their VoC data. Gensler now has the ability to achieve a deep, data-driven understanding of customer experience in airports by mining omnichannel social media data from dozens of America’s airports. The result?

Insights 369

Insights Social Media Return on Investment Travel 369

eglobalis

NOVEMBER 12, 2024

Use both formal methods (like surveys) and informal touchpoints (such as regular check-ins) to gather ongoing feedback. When teams work together and share insights, clients experience seamless service that feels informed, proactive, and personalized.

Customer Centricity 434

Customer Centricity B2B Feedback Consulting 434

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. As a result, you can create and close feedback loops with ease.

Feedback 195

Feedback Management Social Media 2024 195

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

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. Using information from unsolicited feedback, companies can gain valuable insights into how to improve their brand, products, services, and overall customer experience.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

OCTOBER 19, 2021

We have agents on the phone, email, live chat, and social media messaging. Some telephone platforms now offer “intent recognition” and we can also get that information from our VoC platforms if we ingest that data. Beyond our contact centre data we can also leverage external sources such as social media or reviews.

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. For example, conflicting information about your hours or address can frustrate potential members. Listings management prevents such confusion by ensuring accurate and complete business information.

Management 195

Management 2024 Financial Social Media 195

Experience Investigators by 360Connext

OCTOBER 3, 2023

Yet some of the most valuable information hides beyond typical survey results. If you want a more complete look at your customer experience, you need to augment survey findings with insights from your customer’s actual conversations and information they share online. And I’d bet your team is, too!)

Feedback 270

Feedback Social Media Hospitality Hotels 270

InMoment XI

DECEMBER 13, 2021

After journey mapping and capturing customer insights, InMoment supplements that data with financial, operational, employee, social media, etc. This new approach means reaching for multiple sources of insights and synthesizing that information to allow organizations to take practical action.

Marketing 370

Marketing Automotive Hospitality Social Media 370

Experience Investigators by 360Connext

AUGUST 3, 2021

You will receive occasional emails with valuable information. We will never sell, share, or abuse your information. For more information, view or Terms of Service & Privacy Policy. Try This: Search social media, user forums, and review sites for questions that apply to your product/service.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. There are several ways to obtain data and understand customers.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

InMoment XI

NOVEMBER 30, 2023

Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. Google Alerts, social media monitoring tools, and specialized software can help you stay informed. Monitoring and managing online reviews, social media mentions, and search engine results are critical.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

NOVEMBER 22, 2024

It helps you collect and integrate customer data from every relevant source to avoid missing out on crucial information. Qualitative feedback provides the necessary information to better understand customer needs and expectations. This information is crucial to building effective marketing campaigns for retention and lead generation.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

GetFeedback

DECEMBER 26, 2018

Respond to social media posts. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Customers are vocal over social media too. Survey customers.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. The VoC represents the collective feedback, opinions, and expectations of customers across various touchpoints and interactions with a business.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

InMoment XI

MAY 10, 2024

By leveraging AI, companies can capture a broader spectrum of customer signals, from traditional surveys to social media interactions and beyond. This comprehensive approach enables businesses to understand customer sentiment, preferences, and problems better, empowering more informed decisions. #2:

Social Media 195

Social Media Demo Insights Loyalty 195

InMoment XI

JUNE 13, 2024

In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback , social media, emails, and internal documents. This process is crucial for making informed decisions, enhancing the customer experience , and maintaining a competitive edge.

Social Media 195

Social Media Document Contact Center Insights 195

InMoment XI

OCTOBER 5, 2023

Having a lot of information is great, but in this day and age, having so much of it can make figuring out where to start difficult. We’ve found that contact center improvement hinges on three kinds of data: customer feedback , social media data , and web analytics.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

InMoment XI

MARCH 5, 2024

Unstructured data refers to information that doesn’t have a predefined data model or isn’t organized in a structured manner like traditional databases. Other examples of unstructured data sources include social media posts, call transcriptions, and customer reviews. What is Unstructured Data?

Customer Experience 195

Customer Experience Social Media Innovation Competitive Advantage 195

GetFeedback

MAY 13, 2019

While they may be correctly positioned in the organization to make these choices, they need the information to make customer-driven decisions that will have the most positive impact. Social media posts. Social media platforms like Twitter are full of these sentiments. Do you need a social media management tool?

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Experience Investigators by 360Connext

JULY 20, 2021

Meanwhile, Malik from the Social Media Response team is doing his best to reply to customers who say they’ve complained about this issue before — even though he doesn’t know what the root cause of the issue might be — and Padma from Customer Success doesn’t have any visibility into what customers are saying at all.

Social Media 361

Social Media Customer Journey Contact Center Feedback 361

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Why Is Customer Behavior Analysis Important Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

NOVEMBER 28, 2023

More importantly, reviews serve as a valuable source of information for companies looking to capture the Voice of the Customer and deliver improved customer experiences. Conduct local listing management to claim ownership of your local listings and maintain accurate business information at all times. What is Review Management?

Management 259

Management Marketing Social Media Feedback 259

InMoment XI

OCTOBER 29, 2024

This information enables you to create personalized experiences that appeal to customer emotions. This can happen through social media, forums, or events. Other companies monitor social media behavior or churn rate. Consider using social media management software to track keywords related to your brand.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

DECEMBER 13, 2024

As a result, teams can make informed decisions on improving customer relationships and resolving issues. On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media. Agents can use this information to set goals and motivate themselves.

Call Center 195

Call Center Contact Center Social Media Metrics 195

InMoment XI

DECEMBER 15, 2022

Whether it be directly to you (via surveys) or indirectly (through review sites, social media, and the like), your customers are creating signals throughout their journey. Step #1: Build a Strong Foundation with an Integrated CX Approach. Your customers are talking about your business across multiple different channels.

Social Media 397

Social Media Metrics 2019 Customer Journey 397

InMoment XI

JULY 22, 2024

Whether it’s a supermarket where transactions are delayed, a bank with disrupted online services, or an airport where flight information systems go down, the frustration is real—and customers have little bandwidth for the inconvenience. Manually sorting through this avalanche of information is just not possible. References Salesforce.

Banking 195

Banking Feedback Social Media Call Center 195

InMoment XI

SEPTEMBER 30, 2024

In fact, up to 94% of people say a negative review or social media comment has deterred them from visiting a business. From Google ratings to social media conversations and even local business listings, every interaction leaves a lasting impression.

Management 195

Management Social Media Feedback Books 195

InMoment XI

MAY 31, 2022

And don’t discount the data your customers volunteer on social media and review sites. You can gather valuable anecdotal evidence from a social media listening tool – as well as from the stories of your own customer success and customer service managers. Or journey by departments ….

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

SEPTEMBER 14, 2023

Understanding Reputation Management Reputation management is the strategic approach to shaping the public’s perception of your brand by influencing the information available about it online. Information, both positive and negative, spreads like wildfire.

Brands 195

Brands Management Social Media Feedback 195