How can companies effectively measure the impact of their customer experience improvements driven by real-time feedback gathered from social media platforms, and what key metrics should they focus on to track customer satisfaction and loyalty over time?

Companies can effectively measure the impact of their customer experience improvements by analyzing trends in sentiment, engagement, and customer satisfaction scores on social media platforms. Key metrics to focus on include Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) to track customer satisfaction and loyalty over time. Additionally, monitoring metrics such as response time, resolution rate, and customer retention rate can provide valuable insights into the effectiveness of customer experience improvements. Regularly analyzing these metrics and making data-driven decisions can help companies continuously enhance their customer experience strategies.