When you think of your company's call center, your first thought is of the cutting-edge technology they are using to improve the customer experiences...right?
Researchers and customer experience analysts need to mine this valuable resource effectively and responsibly to improve their business, identify strengths and weaknesses, and take corrective action where needed.
Thought leaders are often found through social media, but they can also be fueled by it. Leveraging social media listening is one of the best ways to inform innovative insights that can elevate your brand and grow your influence.
Consumers might not be mentioning your company on social media, but that doesn’t mean you shouldn’t be listening. Understanding your clients’ customers and what they’re saying about your clients’ brands and industries can play a critical role in a B2B company’s success.
That pop-up when you land on a website’s homepage that asks, “How can I help you today?” isn’t so surprising anymore and is becoming a more significant part of the digital experience.
"Won't they just get used to it?" There's always going to be a learning curve when interacting with a website or app the first few times — but it's risky to assume everyone will get over it.
The world of social media is not so far from the world of customer experience (CX). When done right, social listening can be a logical and valuable extension of your existing CX tracking program.