eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

Calabrio

MARCH 25, 2025

Table of Contents What is the Voice of the Customer (VoC)? Types of VoC Tools How Voice of Customer Tools Work 10 of the Best Voice of the Customer Tools for 2025 Choosing the Right VoC Software for Your Needs What is the Voice of the Customer (VoC)?

Software 130

Software Customer Journeys Tools Contact Center 130

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. Customers are an integral part of any business’s success.

Analysis 195

Analysis Survey Feedback How To 195

Calabrio

MARCH 5, 2025

By collecting direct and indirect insights into customer behaviorwhether its related to customer service experiences in the contact center or pain points elsewhere in their journeybusinesses can uncover insights that help them better cater to customer needs and improve their overall experience.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That time, customer experience management was still unknown to the most of the business doers. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

InMoment XI

SEPTEMBER 22, 2022

You should be able to answer the first question with your voice of customer data, meaning you should be able to work out what issues are causing the most dissatisfaction across your customer base. Driver analysis on both structured and unstructured data can help with this process. Is the cause of the issue understood?

Analysis 370

Analysis Analytics Measurement Customer Experience Professionals 370

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. The result is a happy customer who is likely to buy again or return for services.

Analysis 195

Analysis Feedback Social Media Chatbots 195

InMoment XI

OCTOBER 24, 2013

Now imagine your most recent customer survey respondents. Your key metric is NPS, and perhaps the recent surveys follow a pattern as shown, and similarly for all in the current wave: Promoter, Passive, View Article

Voice of Customer 150

Voice of Customer Analysis NPS Metrics 150

InMoment XI

OCTOBER 24, 2013

Now imagine your most recent customer survey respondents. Your key metric is NPS, and perhaps the recent surveys follow a pattern as shown, and similarly for all in the current wave: Promoter, Passive, View Article

Voice of Customer 150

Voice of Customer Analysis NPS Metrics 150

InMoment XI

OCTOBER 24, 2013

Now imagine your most recent customer survey respondents. Your key metric is NPS, and perhaps the recent surveys follow a pattern as shown, and similarly for all in the current wave: Promoter, Passive, View Article

Voice of Customer 150

Voice of Customer Analysis NPS Metrics 150

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? What metrics should you follow?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

GetFeedback

MAY 13, 2019

Building a cross-functional voice of customer program will give your customers a greater presence within your decision-making process and help create positive experiences, generate more referrals, and overall improve your customer satisfaction. Raw customer comments and sentiment. Churned accounts analysis.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. If it doesn’t, click on the download button. Download Now Exit this form 3.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Calabrio

MARCH 5, 2025

These technologies play a decisive role in collecting customer feedback in real-time, automatically processing large amounts of information quickly and accurately. Successful voice of customer programs set up a system for ongoing monitoring and analysis of their needs and sentiments.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Calabrio

MARCH 22, 2025

Intelligent routing tools go beyond simple call distribution, leveraging sophisticated algorithms and data analysis to connect customers with the most appropriate agent or resource. These tools consider factors like customer history, agent skills, real-time availability, and even sentiment analysis to ensure optimal matching.

Contact Center 130

Contact Center Management Strategy Call Center 130

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. What are you doing with it?

Metrics 195

Metrics NPS Infographics Effort Score 195

Retently

SEPTEMBER 12, 2018

At a first glance, relying on the input provided by the sales, marketing, and support teams might seem sufficient; however, we wanted to take the opportunity to use customer feedback to prioritize the product roadmap from a customer’s perspective as well. What is NPS? Automated Text Analysis with MonkeyLearn.

Analysis 109

Analysis Feedback NPS Effort Score 109

Lumoa

APRIL 17, 2018

Customer feedback in employee training One more company, that operates in the healthcare industry, wanted to inject the voice of customer into its daily operations. They implemented collection of customer feedback and filtered the feedback by doctor. Customer feedback up as inspiration and a proof of concept.

Feedback 276

Feedback Software Healthcare Culture 276

Thematic

SEPTEMBER 22, 2021

The majority of qualitative data analysis still happens manually. Both help automate qualitative data analysis. In this post we want to teach you how to conduct a successful qualitative data analysis. We will teach you how to conduct the analysis manually, and also, automatically using software solutions powered by NLP.

Analysis 111

Analysis Data Feedback NPS 111

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. Great question!

NPS 100

NPS B2B Software Net Promoter Score 100

Thematic

MARCH 20, 2025

It used a structured customer insights approach to process over 20,000 customer comments in 90 days. As you can see, a well-built customer insights framework helps businesses: cut through the noise, focus on what truly matters, and ensure customer feedback directly influences business success. Set measurable goals.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Thematic

FEBRUARY 24, 2025

What if you could anticipate your customers’ needs before they even tell you? That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? And so on.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

SurveySensum

DECEMBER 28, 2020

The most common reason behind their failure was – they were not making any use of the voice of the customer data. . So, aiming to help growth-stage companies start their voice of the customer program, we launched our first podcast, Experience talk: Voice of customer and employee.

Voice of Customer 98

Voice of Customer B2C Chatbots Social Media 98

Thematic

SEPTEMBER 24, 2024

That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth. What is Voice of Customer (VoC) Analytics?

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Thematic

SEPTEMBER 19, 2024

Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

Thematic

MARCH 30, 2025

In essence, “closing the loop” refers to that final step of the customer feedback loop process —following up with customers after you’ve acted on their feedback. Happy customers spend more. It improves your NPS and survey engagement. First, they gather customer feedback in a Google Spreadsheet.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

Thematic

OCTOBER 7, 2024

Skip straight to the 8 steps to build a Voice of Customer strategy. What is a Voice of Customer Strategy? A Voice of Customer (VoC) strategy is the process of gathering customer feedback and using that information to shape future decisions. What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. Benefits of Voice of Customer Tools The benefits of VoC programs are apparent.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Lumoa

FEBRUARY 6, 2018

Digital is but a channel to the customer but a truly customer-centric approach embraces the customer at all touch points in the journey. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. How to overcome those challenges?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Lumoa

APRIL 22, 2020

Engineers ship software to customers, for example, but they might hardly ever come into contact with the end-user. If the marketing team or the Voice of Customer team is running a survey, they might get responses that are looking for technical help, disappointed about the sales process, or suggesting a new product feature.

B2B 195

B2B Survey Net Promoter Score Social Media 195

Thematic

FEBRUARY 12, 2025

By analyzing feedback from reviews, surveys, and social media, this technology gives you a clear view of what your customers think and feel. One key application of text analytics is sentiment analysis , which lets you understand whether customer opinions are positive, negative, or neutral.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

CX Workout - Ideas Blog

NOVEMBER 17, 2020

We’ve seen this situation all too often: The C-Suite lives and dies by the NPS score. And every time the latest NPS score is released, the anxiety is palpable as everyone asks the inevitable next question: Why? Why is NPS on the decline? Why is NPS increasing? Why is NPS increasing? In great detail.

NPS 76

NPS Analysis Poor Customer Service Case Study 76

Thematic

AUGUST 29, 2024

According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box. Voice of Customer (VoC) is all about tuning into what your customers really think.

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62