Lumoa

DECEMBER 18, 2017

We introduce a new column in our blog - “Experts in the Spotlight” with our first guest, Jim Tincher. The future of the feedback analysis - text and voice analytics. I am a big fan of text and voice analytics. Text analytics help you to hear the real voice of the customer.” You need technology that can sort them out.

Analytics 256

Analytics Customer Journeys Customer Experience Net Promoter Score 256

ECXO

DECEMBER 4, 2024

In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services. They often use metrics such as usage frequency, feature adoption, and customer health scores to gauge customer satisfaction and predict possible churn.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Calabrio

MARCH 11, 2025

Whatever aspect of QA your contact center is struggling with, this blog is for you. Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics. Ensure agents fully understand these standards, including the metrics used for evaluation.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Voice of Customer 221

Voice of Customer Analytics Social Media How To 221

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Careful and well-implemented text analytics can easily reveal dozens of improvement ideas. However, first, you have to know where to look!

Analytics 195

Analytics Feedback Net Promoter Score Analysis 195

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Comm100

JUNE 15, 2022

Gathering feedback, data, and metrics is all well and good, but it will count for nothing if there is no one pushing the business to make the needed changes. This data can then be cross-checked with user activity metrics. Below is our 4-step plan to launch and brand a customer experience program. Push for change actively.

Brands 246

Brands Customer Experience Customer Journeys Net Promoter Score 246

BlueOcean

MARCH 24, 2025

This article will walk you through key steps for building an effective SOW: Lay the Foundation for Your Contact Center SOW Clearly Define Your KPIs Set Strong Parameters Around Forecasting Establish Reporting & Analytics Expectations Build in Big-Picture Targets with a Risk & Reward Model Keep Your SOW Evergreen: Adjust and Realign 1.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. This way, efforts can be concentrated on those specific metrics. Back To CX Accelerator Blog. NPS #VoC #ContactCenter.

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

PeopleMetrics

JANUARY 21, 2025

Adding Context to the Score NPS provides the metric, but the open-ended comments often hold the real gold. As discussed in a previous blog post , AI-powered text analytics processes these responses at scale, identifying themes and sentiments that explain promoter or detractor behavior. Heres how: 1.

NPS 118

NPS Net Promoter Score e-support Loyalty 118

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. Instead, you should tailor content to exactly what users expect to see.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. This way, efforts can be concentrated on those specific metrics. Back To CX Accelerator Blog

Contact Center 174

Contact Center Analytics Net Promoter Score Effort Score 174

ECXO

DECEMBER 25, 2024

Innovate Based on CX Insights What to Do: Use customer feedback and data analytics to identify gaps and develop new products or services. Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Final Thoughts Why is Customer Conversational Analytics Important? Customer insights gleaned from feedback can be beneficial in several ways.

Analytics 195

Analytics How To Analysis Feedback 195

InMoment XI

NOVEMBER 26, 2024

The map helps the company tailor content to each stage, such as blog posts and webinars for the awareness stage, product comparisons during the consideration stage, and free trials or demos for the decision stage. These metrics can help you drive transformative action within your organization.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

NICE inContact

DECEMBER 7, 2020

To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.

Metrics 156

Metrics Customer Service Customers Brands 156

Lumoa

JANUARY 3, 2023

For example, how often do they access a particular service (Google Analytics), or how much do they purchase (CRM), etc. Metric Selection: Optimize for impact within the organization. Then I wanted to talk about two topics that are very controversial – selecting metrics and scales. . Metric selection.

Survey 369

Survey Metrics NPS Effort Score 369

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Feedbackly

OCTOBER 25, 2024

What is Emotional Analytics? Emotional analytics in CX involves studying, analyzing, and interpreting the emotions expressed by your customers. Emotional analytics has a predictive nature—your brand’s emotional connection with customers often determines their future actions. Let’s look at a scenario.

Analytics 52

Analytics Case Study Study Analysis 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. blog linkedin twitter Why? "I blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why? There is no perfect metric. blog linkedin twitter Why? blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

BirdEye

FEBRUARY 24, 2025

Google My Business analytics gives you a behind-the-scenes look at how potential customers discover and engage with your business listing on Google. However, since many businesses still recognize it as GMB, well use both terms interchangeably in this blog. Table of contents What is Google My Business analytics?

Analytics 52

Analytics Metrics Tips Report 52

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

Analytics 52

Analytics Contact Center Call Center First Call Resolution 52

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

There is No Perfect Metric. Leaders have spent years banging the drum for one metric or another as the perfect way to track customer experience. But the trend now is to look beyond one metric and embrace the mix of ways to measure the experience. Robust analytics platforms aren’t going anywhere.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

ECXO

JUNE 23, 2024

This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

ReviewTrackers

MARCH 3, 2021

That’s why we came up with this list of key metrics that you might want to look out for and monitor as you work towards establishing and enhancing your presence on the Web. PageRank has always been an important metric for SEO professionals, but if you’re keen on managing your online reputation, you might want to check out your PageRank, too.

Metrics 123

Metrics Measurement How To Social Media 123

GetFeedback

JANUARY 19, 2020

Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : . Best Metric: CSAT. Some text analytics tools will output a derived CSAT or sentiment score, which you can use as an overall measure of this part of the journey. Best Metric: CSAT. Best Metric: CES or CSAT.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Thematic

FEBRUARY 12, 2020

Before we get into the nitty gritty detail of Unified Data Analytics, let’s remind ourselves of the cautionary tale of one of pioneers of the Internet… Have you ever heard of Netscape? More and more companies realize just how siloed and fragmented their data is, and that data analytics is most reliable if performed in a unified manner.

Analytics 144

Analytics Data NPS Analysis 144

GetFeedback

MAY 9, 2019

F or CXM to be successful, you need two components: real-time feedback (across the entire customer journey) and data analytics to close the gap between what customers expect and their perception of the experience that is currently being delivered. First, you need to create a CX metrics program.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

ShepHyken

NOVEMBER 22, 2019

They also look into tools that can help gather useful analytics and track metrics. The post Guest Blog: The Hidden Workings of Top Customer Support Teams appeared first on Shep Hyken. This way, they can use real data to improve operations and internal processes.

Exceptional Customer Service 146

Exceptional Customer Service Multi-Channel Communication Customer Care 146

InMoment XI

FEBRUARY 2, 2024

Hootsuite also enables access to valuable insights, analytics, and real-time results to help teams understand and improve their social media performance. Social Media Analytics and Hootsuite Insights Hootsuite users can also access insights, analytics, and real-time results to help them understand and improve their social media performance.

Social Media 221

Social Media Brands Management Analytics 221

Thematic

APRIL 1, 2025

In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop. Website & Product Analytics: Usage stats reveal behavioral trends. By the end, you'll know how to turn raw data into actionable insight.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

BirdEye

NOVEMBER 21, 2022

When it comes to social media, analytics is everything. Thankfully, social media analytics is becoming easier and more accessible. In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts.

Social Media 98

Social Media Analytics Multi-Channel Metrics 98

C3Centricity

MARCH 15, 2018

Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge and understanding, and then into actionable insights. And they can only do it with the help of data and metrics to measure and follow their progress. The Opportunity. ” Bold words indeed!

Data 312

Data Retail Analysis Analytics 312

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264