Customer Experience Analytics for Social Media | ForeSee Measuring satisfaction and future behaviors helps us know if our social media initiatives further our goals. Gary Platte, Research Specialist, MEDC

Social Media

How do you know if your social media presence is positively impacting
your company?

Social media poses challenges to measuring its impact not seen in other contact channels. The consumer’s ability to proactively broadcast their perceptions can be either a tremendous threat or boost to your company.

Understanding how followers view your social media experience is essential to managing your social media initiatives effectively.

ForeSee quantifies the impact of your customers’ social media experiences on their satisfaction with your company, so you can assess the value of your social media initiatives:

  • Do your social media users ultimately purchase from your company through another channel?  What was the contribution of their social media interaction on their purchase and future loyalty?
  • Are your social media sites reaching audience segments under served by other channels?
  • Who are your social media users in terms of demographics, behavior, and frequency of use? What do they expect from your social media presence?

ForeSee Satisfaction Analytics provide a comprehensive customer experience measurement system that gauges social media success from the customers’ perspective.

ForeSee Satisfaction Analytics provide continuous, reliable, and precise measurement of social media site experiences across a range of platforms including Facebook, YouTube, Twitter, etc.

Our Advanced Analytics Portal and our expert analysts help you gain intelligence about your customer’s needs, wants, intents, and expectations from your social media. Our superior technology identifies opportunities to improve the social media experience and influence behavior, which helps you allocate your resources where they will have the greatest impact. We also provide an understanding of the multiple-channel, multiple-device impact of the social media experience on your company.

ForeSee publishes periodic satisfaction benchmarks that explore questions around social media use and value. Review our research commentaries.

SessionReplay shows you where your site visitors struggle (or succeed), recreating the visitor experience and seamlessly linking to survey responses through ForeSee Satisfaction Analytics. The dynamic, day-to-day access to this critical insight speeds identification of problems and their resolution with significant bottom-line impact to your company.

ForeSee’s online satisfaction benchmarks are unparalleled, providing performance context in comparison with key competitors and best-in-class websites across the world. Cross-channel benchmarks provide comparison across many customer touch points including mobile, call centers, locations, and social media.

Measurement

ForeSee Satisfaction Analytics provide continuous, reliable, and precise measurement of social media site experiences across a range of platforms including Facebook, YouTube, Twitter, etc.

Analysis

Our Advanced Analytics Portal and our expert analysts help you gain intelligence about your customer’s needs, wants, intents, and expectations from your social media. Our superior technology identifies opportunities to improve the social media experience and influence behavior, which helps you allocate your resources where they will have the greatest impact. We also provide an understanding of the multiple-channel, multiple-device impact of the social media experience on your company.

Research

ForeSee publishes periodic satisfaction benchmarks that explore questions around social media use and value. Review our research commentaries.