4 ways social listening reports unlock the business value of customer experience

Sprinklr

Digital and social platforms have transformed the way consumers interact with your brand and communicate their experiences and expectations. Customers may not always mention you by name, but they are constantly sharing feedback on dozens of social media and messaging channels.

AI-powered insights to competitive benchmarking: features you need in your social listening tool

Sprinklr

Many modern brands recognize the importance of capturing customer feedback from social media and other digital channels, but, at the same time, their social listening strategies still fall short of their potential. What are the goals for your social listening tool?

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Social listening: What it is and why it matters

Qualtrics

One of the best ways to understand what people are really saying about you in their environment, social listening should be an integral part of your brand strategy. In order to harness the power of this data, it’s important that first, you listen. What is social listening?

Mind Your Language! Lessons from the Confirmit Social Listening Event

Confirmit

Our packed events program continues apace and last week the Confirmit team hosted over 50 Market Research professionals at the beautiful ME hotel in central London to talk social listening, text analytics and the evolution of our old friend, the survey. How Listening Delivers Insight-Driven Success” focused on the new ways in which the MR industry can harness social media, text analytics and linguistics to step into a new world of insight.

Starwood's Rules for Social Listening

1 to 1

Digital and social trends are the key factors driving the evolution of retail marketing today. Customer Engagement Customer Service Customer Strategy Social Media sap sociallistening socialtrends starwoodresorts There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

What Will Your Customer Stories Be This Year?

Customer Bliss

There are three questions that customers answer through social media. The power of social listening – in person or online – has an increasingly high impact on purchase decisions. Experience Reliability & Innovation 5-competency frameworkcustomer reliability customer's story earn the right to experience reliability social listening word of mouthDesire is an emotion that will earn growth & prosperity for your business. Click To Tweet.

What Will Your Customer’s Story Be This Year?

Customer Bliss

There are three questions that customers answer through social media. The power of social listening – in person or online – has an increasingly high impact on purchase decisions. Experience Reliability & Innovation 5-competency frameworkcustomer reliability customer's story earn the right to experience reliability social listening word of mouthDesire is an emotion that will earn growth & prosperity for your business. Click To Tweet.

Brand monitoring for brand safety and crisis detection

Sprinklr

How does social monitoring and social listening help protect your brand? Social monitoring and social listening are important processes to protect your brand’s health and reputation. Customer Experience Social Data

4 Marketing Strategies to expand your CX Strategy

SurveySensum

Tune into social listening. You can turn every detractor into a promoter if you can simply listen to their problems and act on them. Tune into Social Listening. Social media is the new front page of the internet.

Social insights from the Olympics: inspirational tradition and modern innovation

Sprinklr

Even without spectators in the indoor stadiums, the buzz on digital channels is exponentially increasing, as millions of superfans like me cheer on their nation’s athletes on their favorite social media platforms. Social listening at an Olympic scale. Social Data

The beginner’s guide to competitive benchmarking and how to get started

Sprinklr

To stay relevant in a complex social landscape, brands need to know how they stack up against the market and gather information on other brands’ strategies. This can leave your social strategy lagging and ineffective. Social Data

CXM 85

6 New Year’s Resolutions to Improve CX in 2022

Aquire

Relationships : Get great at listening to your customers. For example, do you practice social listening? Monitoring how people talk about your brand — on social platforms, review sites, forums, etc. —

The Complete Guide to Digital Customer Service [2021]

Aquire

Posting on social media about a positive or negative experience. Social media. Good communication takes many forms, but on mediums like live chat, email, social media, or messaging, the more concise the better.

Building a better Social Suite: 12 features that fuel your enterprise-wide social media strategy

Sprinklr

When you think about your brand’s social media strategy, what comes to mind? Is it about listening to what your customers are saying about your brand on social media? Social media is now ubiquitous to the customer experience. But, not all social suites are the same.

Top 14 Ways to Build an Effective Customer Experience Strategy

Aquire

Three design tips for creating a great customer experience: Create a consistent brand experience across channels – your website, apps, email, and social media channels. Practice social listening. Social media is where customers are usually the most honest and vocal.

AI 83

Proactive Customer Service: Complete Guide [2021]

Aquire

Train your team Take advantage of live chat Pay attention to self-service Gather feedback Listen to social media Use your analytics Make proactiveness a habit. Listen to social media. Social media is also a great customer service tool.

These 7 Things Seriously Annoy Online Shoppers. Here’s What You Can Do About Them.

Aquire

Whether directly by sending out surveys or indirectly (through social listening and reviews), try to understand consumer expectations. People want to be listened to — and if there’s one thing that’s seriously annoying, it’s to be ignored.

5 must-have features in your social selling platform

Sprinklr

There is an interesting story about an interview question at a bank where candidates were asked, “What do you think of social selling?” It was a trick question, intended to weed out the inexperienced social explorers from those that had hands-on enterprise social media experience.

5 Proven Ways to Strengthen Your Customer Communications

CommBox

Companies that have deep beliefs about social responsibility, social issues, ecology, ethical production, and more usually put their values forward in the beginning, and then with time they talk about them less and less. . Engage in social listening.

How advertisers are navigating data privacy and tracking changes

Sprinklr

This allowed their customer services team, including sales consultants, to manage and convert inbound traffic from paid social media while collecting valuable insight on preferences and buying signals. Advertising Marketing Social Data

CXM 65

How advertisers are navigating data privacy and tracking changes

Sprinklr

This allowed their customer services team, including sales consultants, to manage and convert inbound traffic from paid social media while collecting valuable insight on preferences and buying signals. Advertising Marketing Social Data

CXM 60

3 Activities for Quick Wins in Customer Experience (& 3 More to Avoid)

Experience Investigators

I see too many CX leaders overcomplicate things, thinking that to get customer feedback they need: A series of listening posts set up across customer journeys. Listen beyond what they tell you. Who doesn’t love a quick win?

How Call Centers Can Manage a Brand Crisis

Fonolo

2018 proved that reputation-damaging blunders are more prevalent than ever, their devastating effects amplified by the related complaints and commentary buzzing on social media. A sluggish response, such as ignoring customer outreach on social media, or placing customers on hold for indefinite amounts of time, can intensify the backlash and cause long-term reputational damage. Incorporate Social Listening. Social Media as a Contact Center Touchpoint.

Creepy vs. Cool: 8 Examples of CX Personalization We Can Learn From

Aquire

That goes for social media targeting, too — you know, when you’re thinking about buying a robot vacuum cleaner and then suddenly start getting bombarded by ads about it on Facebook or Instagram. Social listening and responding is also a great opportunity for individualized engagement.

Are you getting the most out of your product insights? Here are 19 use cases.

Sprinklr

Brands that capture product insights from review sites, social media, and other digital channels to build a customer-centric product strategy can help grow their business dramatically. Customer Experience Social Data

CXM 91

Guest Post: Why Do So Many Companies Struggle to Connect with Customers?

Shep Hyken

To gain a better understanding of your CX needs, you must capture your customers’ expectations, preferences, and aversions through customer listening and insights. This week we feature an article by Todd Zerbe Senior Vice President of Engineering at Avaya.

VOC 59

Tokyo 2020: Your Olympic guide to social gold

Sprinklr

And, maybe, their achievement is so spectacular, it becomes a viral moment of “social gold” as well. He primarily focuses on our Modern Research product and innovating the latest and greatest social listening strategies. Social Data

How to build a customer-centric product strategy using real-time product insights

Sprinklr

But, the way customers give that feedback has shifted dramatically to digital channels like review sites, social media, and chat apps. Here are the foundational steps: Step 1: Listen to customer feedback about your products in real time. Customer Experience Social Data

Listen, engage, connect: 3 steps for executing a seamless multilocation marketing strategy

Sprinklr

First, they need to listen and understand what customers and prospects are saying about their products and services. Listen to and understand customers at scale. Social media and other digital channels have created news to interact with customers.

CXM 84

Why Emotional Intelligence Matters in The Contact Centre

CallCare

Your company may use social listening techniques to learn about client sentiments on social media platforms. Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now.

AI 52

A tactical guide to preventing and surviving a social media crisis

Zendesk

Namely, the design of a coronavirus-shaped canapé that one diner photographed and shared on social media. Like many businesses in hot water, they could’ve better weathered the controversy by employing some proven social media crisis-management tactics.

5 ways to cultivate loyal customers through social media

Zendesk

. . . Social media isn’t just the tool of teens—over the past year, it has quickly become one of the fastest-growing channels for customer support, with tickets up 181 percent since the start of the pandemic. Sprout Social.

5 Best Practices for Proving Excellent Customer Service on Social Media

Fonolo

If you were to check your company’s social media mentions right now, there is a very good chance you would find customers trying to get your attention. Power , 67% of online users are leveraging social media to get in touch with companies for support. If your team is going to engage with customers on social media, there are a few best practices to keep in mind before you get started. . Some brands are funny on social media. Listen and Analyze.

What Is Customer Happiness + 11 Ways to Inspire It

Help Scout

Social media. Always listen. Listening is an underrated skill. There are many ways to listen to customers, but the most important thing is to make sure they know you hear them.

What is social selling? Definition, index, and examples

Zendesk

Social selling has impacted the market ever since we started trading products. Market analysis indicates that consumers influenced by social media are four times more likely to spend more on purchases. What is social selling? Listen to Linda, she’s just like you.”.

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software

Comm100

Businesses that listened to and connected with customers online were rewarded with consumer engagement in the form of clicks, mentions, subscriptions and more. Social Media Software. From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is. In past years, CRM has faced another change: from traditional to social CRM.

How to Use Twitter for Customer Service

Aquire

For most people, that place is social media. Social media = key component of digital customer service. With social media so central to modern life, businesses need to prioritize how their brands are perceived on these platforms. Customer Service Social Media

Ways to Deal with Negative Online Customer Reviews

Return Customer

You can do it with the use of various social listening tools – some of them will cover much more than social media. Reputation monitoring tools, for instance Social Mention, Reputology, or Review Trackerscan are all extremely useful in this regard. Many social media management tools have built-in monitoring capabilities – think Hootsuite or Sprout Social.

Effective Customer Service Strategies from the World’s Biggest Brands

Fonolo

The rise of digital commerce and the growth of social media have given consumers powerful tools to share their thoughts and feedback with brands. From creative call center strategies, to social listening, to large customer service budgets, there exist a multitude of techniques that will aid brands in continuing to delight consumers.

How to Thank Your Customers on Social Media

Aquire

And what better way to do that than on social media? Social platforms provide a great opportunity to display that most human of qualities — gratitude — while simultaneously building your online (and offline) brand. Why should I thank customers on social media?