ANN ARBOR — CFI Group, a provider of customer experience management services, announced a new offering, CFI Social Media Monitor, to capture and analyze social media conversations and use in conjunction with CFI Group’s Customer Feedback Insights Platform.

The CFI Platform offers customers a feedback management system that provides the right tools to measure customer experience across multiple channels. As a complement to a traditional survey program, CFI Social Media Monitor is equipped to monitor what social media users are saying about companies 24 hours a day, seven days a week.

“Receiving unsolicited feedback about your brand presents a multitude of opportunities,” said Terry Redding, director of product development for CFI Group. “Ultimately, this feedback offers anecdotes about customer perception that are not typically gauged in traditional surveys. This information includes early indicators of looming problems, competitive intelligence and immediate and ongoing insights to customer behavior.”

CFI Social Media Monitor provides feedback about an organization and analyzes that feedback around topics, sentiment and frequency. The tool gives organizations the opportunity to receive real-time updates on their customers and identify issues before they prove to be problematic. It has the ability to connect directly with customers through conversations on Twitter or Facebook, while also monitoring Pinterest, YouTube and blogs.

With the social media dashboard, organizations can watch sentiment and buzz trends to understand patterns of customer loyalty and measure customer satisfaction so improvements can be prioritized for maximum financial impact. CFI Social Media Monitor provides context and color around structured survey data and identifies business areas that should undergo further analysis.

As a component of the CFI Platform, CFI Social Media Monitor allows companies to leverage existing satisfaction drivers for consistency, benchmark against similar organizations, and combine survey and social media analysis over the same time period to better understand their strengths and weaknesses. The dashboard allows companies to quickly respond to customer satisfaction trends.

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