Social media makes it easy for customers to share feedback, and text analytics makes the data more accessible than ever to VOC teams. Companies are eager to leverage social feedback as a core component of their VOC programs.
But new consumer research reveals some eye-opening insights, exploring where and how people participate in social media and online reviews – as well as insights on privacy, app participation and review behaviors. All of these affect what companies hear about themselves when they listen online.
In this on-demand webinar, you’ll learn more about consumer digital behavior, and how to incorporate social media into your VOC program as an asset, not a distraction.