“Social listening is key but cannot standalone.”
|Inner loop (individual issues)||Outer loop (systemic issues)||Employee experience (VoE)||Total price £, ££, £££||ROI calculation||Analysis languages||Celebrates positive feedback||Metrics
CX 😊 Business ⩩ Performance 📈
|Supports the inner loop with the opportunity for clients to follow up feedback.||Analytics identify themes and trends, pointing towards action.||Not marketed as a Voice of the Employee tool.||Pricing scales on data volume and packages.||Manual calculations supported.||Analysis in six languages.||Supports the promotion of positive customer experiences as well as the resolution of poor customer interactions.||Shows the impact of customer experience and resolution on customer, business and performance metrics.|
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