Utilizing social media feedback for better CX at Lowe’s
How social listening and customer engagement on platforms like X and Facebook help identify trends, pain points, and opportunities for better service
In today’s digital world, customer feedback is more accessible for organizations than ever, especially through social media, websites and apps. In this session from All Access: Digital CX 2024 Sahil Shetty, senior business intelligence analyst at Lowe’s, shares how the DIY retailer uses data and customer feedback from digital channels to identify journey pain points and drive continuous CX improvements.
By analyzing customer sentiment across Lowe’s website, app and social media, and tracking recurring issues in specific stores, geographies or processes, Sahil and his team can identify opportunities for innovation and policy changes that address real customer needs. Such channel data is also used to drive proactive changes, such as updating return policies to address misuse, and responding to customers on social media to strengthen brand loyalty.
