Tag: social media monitoring

Customers don’t always complain when something goes wrong. Sometimes they simply change their behavior. Learn how customer friction can quietly affect purchases, loyalty and retention—and why businesses need to recognize the signals before customers leave.

Confero offers Social Media Monitoring, to complement your mystery shopping! 

Customers express their dissatisfaction with companies in many ways: in person, via customer satisfaction surveys, or through email.  But how do companies address customers who voice their negative opinions online without communicating complaints directly to the business?   If you’re AT&T, you seek out unhappy customers who vent elsewhere.  New software allows AT&T to monitor what customers say via Twitter.  With the software, AT&T managers gain additional data on customer complaints and put solutions into action faster.