How to use Twitter & Facebook to measure customer satisfaction

08 March 2018

Tracking and measuring customer feedback has always been important for any business – it’s a leading indicator of customer retention and provides valuable data for learning and continuous...

Taking a strategic approach to social customer service

17 November 2017

Sentiment recently hosted a Social Media Seminar in partnership with UKCCF, looking at the challenges facing businesses seeking to optimise their social customer service strategy.

Improving public sector social customer service

10 November 2017

Public sector organisations face numerous customer service challenges. They are expected to deliver a high-quality service, with strict budget limitations, headcount freezes and often while using...

How to use social media channels to improve customer retention

30 October 2017

As consumers move to digital communication they are giving brands an extra layer of insight to capture high level trends and individual reasons why customers defect. Few companies can afford to...

How to integrate social media into your contact centre

04 August 2017

According to the Dimension Data 2016 Global Contact Centre Benchmarking Report, digital interactions now account for 42% of all interactions in the contact centre, and this continues to grow.


How to evolve and improve your social customer service

14 July 2017

Recently Sentiment joined UKCCF to host a special social media seminar designed to help businesses improve the performance of their social customer care programme. Leading brands such as Mazda, ...

4 steps to successful social customer care deployment

05 July 2017

With increasing numbers of customers turning to social channels such as Facebook and Twitter for customer service enquiries, brands need to be ready to support and assist.  It's not enough just to...

Case study: How the Caravan and Motorhome Club found the road to successful social customer care

08 May 2017

The Caravan and Motorhome Club is the UK’s leading club for caravan, motorhome and trailer tent owners.  The forward-thinking brand wanted to expand its social customer care programme and sought a...

Using social customer care data to improve loyalty

10 April 2017

Customer service data should be at the centre of your strategy and decision making whether you are a multi-national enterprise or a small business.  Social customer care data in particular can...

Delivering an integrated customer experience

02 May 2014