While only 37% of brand executives are satisfied by their company’s CX initiatives, most brands and agencies are beginning to take customer experience seriously.
Marketing teams especially are finding their jobs intrinsically invested in understanding CX.
Nearly 70% of marketers find cross-organization customer experience the top priority for the year, and two-thirds of CMOs are now in charge of their brands’ customer experience, “taking responsibility for engagement across the entire life cycle.”
Luckily, marketers—especially those using social listening—are uniquely equipped to both benchmark and influence CX with the tools they already have.
How social listening fits
Social data is the world’s largest pool for unfiltered opinions.
Product research, competitive analysis, and consumer insights have increasingly involved online data. Having access to global, social information has become a cornerstone to any department requiring business intelligence.
This makes social listening the perfect tool to benchmark your customer experience.