eglobalis

JANUARY 13, 2025

AI is no longer just an emerging trend; its a transformative force in customer and agent experiences, driving measurable benefits across industries. 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

OCTOBER 29, 2024

This can happen through social media, forums, or events. How Do You Measure Customer Loyalty Analytics? Net Promoter Score (NPS) Customer churn rate Customer retention rate Social media engagement Customer Loyalty Index (CLI) Customer Satisfaction Score (CSAT) Loyalty is easy to understand, but how do you quantify it?

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty.

Social Media 195

Social Media Marketing 2023 Advertising 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

Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. In this article, were spotlighting the top 5 tools for measuring CES. The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you? Low scores?

Measurement 117

Measurement Effort Score Multi-Channel Net Promoter Score 117

InMoment XI

NOVEMBER 22, 2024

Here’s a breakdown of the most impactful user feedback metrics for your SaaS business: Net Promoter Score Net Promoter Score (NPS) is a commonly used metric that measures customer loyalty. You can measure the retention rate by comparing the number of paying users at the beginning and end of a period.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

eglobalis

NOVEMBER 3, 2024

Measure What Matters and Getting Clarity Traditional metrics often fall short in fully capturing the effectiveness of personalized CX strategies. By focusing on metrics that truly matter, B2B companies can better ensure that their CX strategies drive meaningful, measurable outcomes and foster deeper, long-term client loyalty.

B2B 518

B2B Culture Innovation Loyalty 518

InMoment XI

APRIL 3, 2025

Recognizing Difference Optimizing CX strategies requires measuring success at different journey stages in an integrated way, whilst still recognizing that the goals, expectations (both external and internal), and KPIs may well differ. And build their experience design and measurement around these insights.

Culture 195

Culture Social Media Government Loyalty 195

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

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

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

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Engagement Data Email open rate Social media interactions Website visits In-app usage Engagement data helps you understand the depth of customer interactions with your organization.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

NOVEMBER 21, 2024

The four main VoC data categories are as follows: Unstructured feedback refers to open-ended responses in the form of emails and social media content. Customer Effort Score (CES) measures how much effort customers have to put into interactions with your business. However, surveys alone aren’t enough in the online age.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

AUGUST 1, 2024

In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance. How to Measure Customer Sentiment Measuring customer sentiment involves many well-defined steps to accurately gauge how customers feel about your brand.

Measurement 195

Measurement Hotels Social Media Hospitality 195

eglobalis

SEPTEMBER 5, 2024

This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success. Key Metrics for Customer Success (CS) Churn Rate Measures the percentage of customers discontinuing use over a given period.

Metrics 429

Metrics Customer Success 2024 2023 429

BirdEye

MARCH 28, 2025

In 2025, real estate social media marketing is no longer optionalit’s essential. With more potential buyers scrolling through social media platforms than ever, real estate agents and businesses must establish a strong social media presence to capture attention, build relationships, and generate leads.

Social Media 52

Social Media Marketing 2025 Events 52

eglobalis

JUNE 27, 2024

Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

BirdEye

NOVEMBER 18, 2024

” These social media mantras sound simple, but the reality is that you’re spending countless hours staring at blank screens, struggling to create fresh content for multiple platforms. What if you could create a month’s worth of relevant posts in just a few hours while increasing your social media engagement rates?

Social Media 52

Social Media ROI Metrics Engagement 52

InMoment XI

JANUARY 27, 2025

Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences. Its not enough to simply count the number of calls resolvedsuccess needs to be measured by the impact of those interactions.

Call Center 195

Call Center Contact Center Social Media Apparel 195

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

MARCH 16, 2022

The question we decided was most crucial is whether consumers feel comfortable with the COVID-related safety measures put in place by various industries. CX Trend #2: The Impact of Social Media Influencers. Even with a consumer generation spanning seven decades, social media influencers are maintaining their, well, influence.

2022 370

2022 Social Media Consumers Loyalty 370

CSM Magazine

JANUARY 3, 2025

Measuring empathy might sound trickyafter all, how do you quantify something so emotional? Customer feedback is one of the most direct and reliable ways to measure empathy in customer support. Social media mentions, emails, or customer reviews are goldmines for understanding how empathy shows up in real interactions.

Measurement 52

Measurement Net Promoter Score Effort Score NPS 52

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. Sprinklr Sprinklr is a customer experience management platform specializing in social media, emails, and messaging apps.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

OCTOBER 23, 2024

Offer 24/7 customer service across multiple channels, including mobile apps, social media, chatbots, and live chat. Continuously monitor and improve customer satisfaction through measurement. This is where it can help to keep an eye on customer sentiment and opinions on social media.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

But first, you need to define what success means for your current state to measure it in ways that will matter to your organizational leaders. Measure your success by looking at total calls or messages before and after your intervention, as well as how many visits and interactions your new solution receives.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

InMoment XI

JULY 23, 2024

This means it can include everything from discovering your brand through social media, navigating your website, making a purchase, and receiving support after they make an online purchase. How to Measure Your Ecommerce Customer Experience Measuring ecommerce customer experience is crucial for continuous improvement.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

CSM Magazine

MARCH 13, 2025

Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

GetFeedback

FEBRUARY 15, 2019

It’s also extremely important to monitor the social media conversation around your company. A resolution system may also be a good customer support tool which they can access when needed, such as live chat platforms, dedicated social media support, and traditional feedback forms. Track the business results.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

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. NPS is a great place to start when you’re looking to measure customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Retently

NOVEMBER 13, 2024

Eliminating Guesswork : Say goodbye to endless size charts or trying to measure yourself with a tape measure. Social Sharing and Community Engagement Virtual fitting rooms make shopping more interactive by enabling customers to instantly share their virtual try-ons with friends on social media.

Retail 145

Retail Social Media Technology Brands 145

GetFeedback

MAY 13, 2019

Social media posts. Social media platforms like Twitter are full of these sentiments. There are tools that can group and perform sentiment analysis on social media posts, leading you to both the good and the bad perceptions of your offering. Do you need a social media management tool?

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. The retailer was collecting healthy volumes of feedback through channels such as email, call center logs, and social media. Think about the exact problem you want to solve.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

OCTOBER 17, 2024

This question type is excellent for measuring attitudes or perceptions about specific products or services. This question, often presented in a Net Promoter Score (NPS) survey, helps measure customer loyalty. Customers discover your business through various channels, from their colleagues to social media posts.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

OCTOBER 30, 2024

Investing in measures like encryption and secure data storage will help you better protect customer privacy. What are the best Customer Experience Metrics for Insurance Companies to Measure? Once you’ve implemented your CX strategy, it’s imperative that you evaluate and measure its performance.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. In order to improve it, contact centers must be able to measure it.

Call Center 52

Call Center Measurement Contact Center Metrics 52

InMoment XI

JULY 7, 2022

Brand equity is the measure of the perceived worth of a brand-name product, especially when compared to a generic equivalent product. Essentially, brand equity is a measurement of how much customers trust your brand’s product over a generic, which can indicate how much more likely a customer is to pick your product over a generic brand.

Brands 369

Brands ROI Social Media Return on Investment 369