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Bad CX Surveys? Not With This Checklist!

Forrester eCommerce

CX surveys are the butt of jokes in dinner party conversations and comedy sketches. On social media, people gleefully tweet examples of surveys gone wrong. Just type the three words CX, survey, and fail into a Twitter search… But this is no laughing matter if you are in a CX role.

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The Majority Of Chinese Social Media Users Are Social Savants

Forrester eCommerce

Have you thought about whether your audiences use social media to interact with your brand, and in which part of the customer lifecycle they use in social media? Our recent survey found that Chinese social users are super active and show greater acceptance of social media.

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Social Media Users Interact With Friends And Family More Than Brands

Forrester eCommerce

Yesterday we published the annual refresh of our Forrester social consumer segmentation. In 2021, consumers that use social media at least weekly (the heaviest users that we survey) overwhelmingly prefer to interact with friends/family over brands/companies and influencers on social media.

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How to Tell if You’re Shadowbanned on Social Media

Kissmetrics

Suddenly you notice that none of your social media activity seems to be showing up at all. That way, other social media users don’t suffer from spam because they can’t see it. And since the algorithms are the property of social media companies, it’s not in their best interest to reveal everything about them publicly.

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KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans

Retail TouchPoints

While various surveys have indicated that consumers are less loyal to brands and retailers than ever, the KCI found that consumers are starving for the community and connection that comes with belonging to a fandom. Product Collabs: E.l.f. Remember that viral TikTok that showed a mint-condition Stanley cup that survived a terrible car fire ?)

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Online Survey Platforms Improve Advertising Testing Through Better ‘Listening’

Retail TouchPoints

Online surveys have long reigned near the top of the ad testing toolkit by providing the fastest, most efficient way to gather valuable consumer feedback throughout the creative process. Besides adding depth to traditional survey data, these techniques also improve data quality. Making Surveys Better Listeners.

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17 Charts That Show Where Social Media is Heading

Kissmetrics

Well, I surveyed 183 companies that generate at least 5 million dollars in revenue a year all the way up to $1.7 billion to show you where social media is headed and what you should do to succeed in the landscape. Expect less traffic from the social web, even if you pay for it. Let’s dive into the data….