InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today.

Retail 260

Retail Customer Experience Social Media NPS 260

Fox Metrics

NOVEMBER 19, 2020

Imagine engaging in social media marketing without measuring any of it. Social Media analytics is fundamental to your marketing success. With the FoxMetrics social media analytics tool , you’ll get insights on what to expect, how to act, and the right decisions to make for social media.

Social Media 59

Social Media Metrics ROI Measurement 59

InMoment XI

NOVEMBER 30, 2023

Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Key Features and Functions 1.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. This metric will give you a baseline of where you are starting and help you measure the success of your contact center optimization.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

CSM Magazine

FEBRUARY 20, 2023

Have you ever wondered if the future of customer service can be social media? In this article, we will discuss how social media is rapidly changing the customer service industry. Social media is now an evolving contact channel integrated into the domain of customer service.

Social Media 52

Social Media Customer Service Exceptional Customer Service 2023 52

GetFeedback

AUGUST 16, 2018

After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

InMoment XI

MAY 3, 2024

Social Media Monitoring: Tracking customer sentiment and engagement on social platforms. The correlation between NPS scores and operational metrics, demonstrates how improvements in customer satisfaction directly contributes to sales performance.

Retail 260

Retail Return on Investment ROI Customer Centricity 260

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. According to Gartner analyst Ed Thompson, it’s a challenge when you’ve got hundreds of metrics to track and multiple departments to apply these metrics to.

ROI 256

ROI Financial CEM Metrics 256

InMoment XI

APRIL 24, 2024

They are more than call centers, in addition to handling incoming and outgoing calls, they often manage SMS, email, live chat, and even social media messaging. Expand Your Contact Center Strategy If you operate a contact center, chances are you’re collecting data from various channels like calls, chats, social media, and surveys.

Contact Center 260

Contact Center Healthcare Insurance Social Media 260

NetBase

NOVEMBER 25, 2019

The 2019 Consumer Packaged Goods Industry Report is here! It’s full of consumer insight that will drive sales this holiday season – and well into 2020. The industry is evolving with more consumers changing how they purchase products, with over $58.6 There’s one that stands out as “best in market” according to consumer insight!

Social Media 52

Social Media 2019 Consumers 2018 52

NetBase

JANUARY 25, 2019

In addition to metrics like revenue, profit margins, expenses, and monthly profits/losses, there are several social KPIs worth tracking – because they can define the next year. This was in response to their new ad, which has stirred up consumer emotions in a big way. Your Audience Another thing that can change is your audience.

Social Media 59

Social Media Metrics Consumers Events 59

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

InMoment XI

DECEMBER 15, 2022

You aren’t waiting until the end of the year to get a mailed report containing consumer trends for the past year (hopefully), but rather you need to be keeping up with your consumers in real time. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them.

Social Media 529

Social Media Metrics Customer Journey 2019 529

InMoment XI

JANUARY 10, 2024

In an omnichannel contact center, customers can interact with a business through channels such as phone calls, emails, chat, social media, and more. These scorecards typically encompass a range of key employee and customer experience KPIs and metrics specific to the agent’s responsibilities.

Contact Center 260

Contact Center Omnichannel Customer Satisfaction Retail 260

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. According to Gartner analyst Ed Thompson, it’s a challenge when you’ve got hundreds of metrics to track and multiple departments to apply these metrics to.

ROI 225

ROI Financial CEM Metrics 225

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. 46% of consumers turn to Facebook, 35% to YouTube, 32% to Instagram, and 20% to TikTok.

Social Media 295

Social Media Brands Management Metrics 295

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 260

Social Media Marketing 2023 Advertising 260

Opinionator

DECEMBER 10, 2020

People turn to the Internet and tools like social media for a variety of uses. Social media is very popular. So how to turn customer feedback into great social media and convert this opportunity? Here is the premise: Social media is highly popular. How Important is Social Media for a Business?

Social Media 59

Social Media Feedback Events Customers 59

NetBase

NOVEMBER 25, 2019

The 2019 Consumer Packaged Goods Industry Report is here! It’s full of consumer insight that will drive sales this holiday season – and well into 2020. The industry is evolving with more consumers changing how they purchase products, with over $58.6 There’s one that stands out as “best in market” according to consumer insight!

Social Media 52

Social Media 2019 Consumers 2018 52

NetBase

MAY 9, 2019

Though Social Media Analytics has been a common business tool for nearly a decade now, various aspects still feel mysterious and confusing to those who haven’t followed its progression. What Is Social Media Monitoring? <Currently What Is Social Campaign Analysis? What Is Social Sentiment Analysis?

Social Media 62

Social Media 2019 Airlines Consumers 62

CSM Magazine

APRIL 27, 2023

Customer satisfaction is one of the most important variables for any organization, and measuring it is essential for understanding how your consumers perceive your products, services, and brand. The good news is that there are various metrics and technologies available to help you measure and enhance customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score Effort Score 52

NetBase

SEPTEMBER 10, 2020

Being on top of the metrics that matter to your brand is a great feeling, and it certainly applies to your brand’s social media efforts. Here we’ll explore the why and how of conducting a social media audit by focusing on: What a social media audit. Analyzing your social media channels.

Social Media 56

Social Media Metrics ROI Definition 56

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

Opinionator

DECEMBER 10, 2020

People turn to the Internet and tools like social media for a variety of uses. Social media is very popular. So how to turn customer feedback into great social media and convert this opportunity? Here is the premise: Social media is highly popular. How Important is Social Media for a Business?

Social Media 52

Social Media Feedback Events Customers 52

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar.

Social Media 49

Social Media Metrics Webinar Airlines 49

NetBase

JULY 15, 2020

Social Media Analytics has been a common business tool for a good bit of time now, yet various aspects still feel mysterious and confusing. Our Social Media Analytics Guide was created to break down and define these distinctions so you understand how to use each tool for maximum brand impact. How can I learn more?

Social Media 52

Social Media Brands Airlines Consumers 52

BlueOcean

OCTOBER 4, 2023

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. and, obviously, for brands serving consumers in Mexico and South America, Spanish is a necessity.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer feedback surveys, social media conversations, call center dialogue, etc., Why should businesses analyze CX metrics? But CX metrics on their own only scratch the surface.

Metrics 117

Metrics Feedback NPS Loyalty 117

ReviewTrackers

JULY 23, 2018

You have already planted your business flags on popular social media properties. Now, it’s time to grow your social media presence, drive engagement, and get real results that can impact your bottom line. 7 Social Media Marketing Strategies to Drive Results . 1: Come Up with Your Social Media Game Plan.

Social Media 63

Social Media Marketing Multi-Channel ROI 63

SurveySensum

OCTOBER 26, 2023

4 Metrics to Measure Customer Satisfaction What is the KPI for Measuring Customer Satisfaction? There are many more reasons to do it – It identifies and prevents customer churn as customer satisfaction metrics act as early warning signals. Let’s explore the metrics to measure customer satisfaction effectively.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

SurveySparrow

JULY 19, 2022

Anyone with a formidable online presence knows social media contests are the new “it” trend. But worry not; we’ve compiled an exhaustive list of social media contest ideas that’ll engage your audience, spark conversations, and grow your social media following manifold. Social Media Contest Idea #4: Trivia.

Social Media 52

Social Media Brands Fashion Engagement 52

Lithium

MAY 28, 2020

With 44% of global consumers spending more time on social media due to COVID-19, there’s no better time to take a look at optimizing your social media marketing funnel. We recently released a three-part ebook series called the Social Media Trilogy to help. Get it here now to get started!

Social Media 52

Social Media Engagement Metrics Sales 52

ReviewTrackers

JUNE 25, 2018

Kristen is a writer for The Manifest and focuses on social media, digital marketing, and advertising business trends. . Ninety-two percent of small businesses plan to invest more in social media this year, and Facebook’s recent Cambridge Analytica scandal isn’t slowing them down. Social Media is Where Your Customers Are.

Social Media 50

Social Media 2018 Advertising Entertainment 50

NetBase

JUNE 12, 2020

Digital consumer intelligence helps uncover how things will look, as well as trouble spots that shops should pay attention to during these early days of reopening. High Street shops, in particular, are nervously speculating if hesitant consumers will visit the new and socially distanced stores. We’ll take a look at all three!

Consumers 67

Consumers Social Media Retail Advertising 67

NetBase

JANUARY 2, 2019

Influencer marketing is a major component for all brands with a social media presence, but it’s still a fairly new practice. It’s exciting to think of someone like Kylie Jenner or Taylor Swift sharing about your brand – especially knowing how many fans they have on social. Here are some steps to avoid them.

Social Media 74

Social Media Fashion Advertising Brands 74

Lithium

DECEMBER 21, 2020

With 44% of global consumers spending more time on social media due to COVID-19, there’s no better time to take a look at optimizing your social media marketing funnel. We recently released a three-part ebook series called the Social Media Trilogy to help. Get it here now to get started!

Social Media 40

Social Media Engagement Metrics Sales 40

CSM Magazine

DECEMBER 18, 2017

Progressive businesses are further engaging their customers via using social media. In this article, we have provided the main tips that help you utilize social media in order to provide exceptional service to your customers. Companies have to be deliberate about creating and evolving client engagement on social channels.

Social Media 40

Social Media Customer Service Roadmap Customers 40