How can companies leverage social media platforms to gather real-time feedback on their CX programs and measure the impact on customer loyalty and advocacy?

Companies can leverage social media platforms by actively monitoring and engaging with customer comments, reviews, and messages to gather real-time feedback on their CX programs. They can use social listening tools to track sentiment and identify areas for improvement. By analyzing engagement metrics such as likes, shares, and comments, companies can measure the impact of their CX programs on customer loyalty and advocacy. Additionally, conducting surveys and polls on social media can provide valuable insights into customer satisfaction and preferences.

Keywords

social media real-time feedback CX programs customer loyalty advocacy

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