SurveySensum

JUNE 13, 2021

Their strategy drills down to fine details as to how the customer would be served at each touchpoint — both online and offline. Tune into social listening. Let’s take the example of NPS surveys. You can turn every detractor into a promoter if you can simply listen to their problems and act on them. Source: [link].

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

Lumoa

APRIL 28, 2024

In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Zendesk

OCTOBER 20, 2023

Outline your customer journey map A customer journey map is a visual representation of every touchpoint throughout the customer lifecycle and the customer sentiment along the way. Net Promoter, Net Promoter Score, and NPS are trademarks of NICE Satmetrix, Inc., Bain & Company, Inc., and Fred Reichheld.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Aquire

SEPTEMBER 18, 2021

You need to consider interaction quantity and quality, as well as the availability of touchpoints (think an omnichannel approach that includes email, text, chatbots, ads, content, and more). Practice social listening. Social media is where customers are usually the most honest and vocal. Research your competitors.

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

SurveySensum

JUNE 29, 2023

Through market research, data analysis, social listening, leveraging customer feedback , conducting interviews, competitor analysis, and staying updated on industry trends. Create a Seamless Customer Journey: Ensure a smooth and positive experience at every touchpoint. How can you do it?

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Relationship Customer Retention 52

Lumoa

MARCH 12, 2023

Having a full view of customers across all touchpoints and from every channel means that you can better understand customer needs, preferences, and behaviors. Having a 360-degree view of customers across all touchpoints means you can understand them better. A CX platform combines all of that. That’s exactly what Lumoa is for.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

Aquire

OCTOBER 5, 2021

Customer journeys are complex and you need to take into account multiple customer touchpoints to offer the best experience. Social listening, analyzing reviews, sending NPS or CSAT surveys are all important ways to understand your customers and the market. Then, work to streamline each touchpoint.

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105