Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Brand experience is a very close concept to customer experience, except the latter, refers to how customers reflect on your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

GetFeedback

MAY 9, 2019

Think about the last time you had a great experience with a brand. Now think about the last time you had a really bad experience with a brand. . That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. There are several ways to obtain data and understand customers. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

InMoment XI

DECEMBER 29, 2022

This year, we welcomed a familiar friend as our brand new CEO. It’s exciting to look back and highlight the InMoment Acquisition of ReviewTrackers, an award-winning customer review management software company! Review and reputation management are central components of a broader customer experience ecosystem.

Analytics 195

Analytics B2B Guidelines Software 195

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Is customer centricity already part of the company DNA and culture?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Lumoa

JUNE 30, 2022

Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX. Many customer experience and customer insights teams suffer from a lack of good data. Many people assume that customer experience refers to support tickets.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

ECXO

MAY 16, 2024

Leaders play a central role in clarifying this relationship and demonstrating how everyone contributes to the whole, inspiring employees to actively improve the customer experience, resulting in a more customer-centered organizational culture. A customer journey is always seen from the customer’s perspective.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. So let’s start!

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Lumoa

MARCH 10, 2022

Creating content to address customer questions is also a great way to close the customer feedback loop , which results in customers feeling appreciated. And an appreciated customer is a customer much more likely to stay with your brand.  Creating brand advocates What’s better than a customer?

Feedback 221

Feedback Marketing Social Media Effort Score 221

InMoment XI

SEPTEMBER 5, 2024

With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base. The only way to do this is by listening to what your customers are saying, which is referred to as the Voice of the Customer.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

ShepHyken

DECEMBER 27, 2022

Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies.

Healthcare 130

Healthcare Customer Centricity Customer Voice Employee Engagement 130

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Research carried out for Eptica by Engage Business Media found that 78% of companies measure customer satisfaction, and that over a third (36%) have a full VoC system in place.

Customer Insights 66

Customer Insights Social Media ROI Consumers 66

GetFeedback

MAY 24, 2019

When done right, it’s an extremely valuable source of customer insight. The next step is to mine the data to learn from customers, follow up with them, and make improvements. In this way, NPS is an important microphone for customer voices and a tool to drive business action. Myth #3: NPS is a product metric.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

CX Journey

JUNE 22, 2017

Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions.

Customer Journeys 146

Customer Journeys Customer Centricity Communication Customer Voice 146

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” Reaping the Rewards of Voice of the Customer Excellence.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Thematic

FEBRUARY 12, 2025

With text analytics marketing, you can analyze feedback from sources such as social media and surveys to uncover valuable customer insights—helping you create campaigns that truly resonate. Take a hypothetical example: let’s say your brand launches a new eco-friendly product. Want to know how it works?

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

ERDM

JULY 24, 2017

So, the action companies must take is to share customer listening insights across all departments involved in product development and marketing. They must ensure that the actual brand experience and products align with BtoB and BtoC customer’s voices. Elizabeth Arden Goes Inside to Get Insights. That’s cool.

Customer Voice 40

Customer Voice Brands Customer Experience ROI 40

Thematic

OCTOBER 30, 2024

That means fine-tuning your CX depends on how well you can sift through the noise and meaningfully analyze customer feedback. This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. What is voice of the customer?

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

APRIL 28, 2024

If you are still not convinced and are looking for arguments for your new software purchase, here are three statistics to prove why CX platforms can significantly affect your business: Increased Customer Lifetime Value : Customers are 2.4 times more likely to stick with a brand when their problems are solved quickly.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

Thematic

NOVEMBER 14, 2024

Analyzing customer sentiment helps you understand what your customers want, need, and feel. It can help you create better products, refine the customer experience, and boost brand loyalty. Organizations who understand their customers can make data-driven decisions that actually meet their needs.

How To 62

How To Net Promoter Score Analysis Social Media 62

CX Journey

APRIL 3, 2019

The customer’s voice is brought into meetings and into conversations; the customer is always represented. Jeff Bezos’ empty chair concept is a great example of this and has been widely adopted by other brands. This is a great time to set the tone for employees.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. So let’s start!

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? How to overcome those challenges?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

NetBase

FEBRUARY 1, 2019

You need to capture consumer sentiment from a variety of sources, including ratings, reviews, focus groups, surveys, support forums, blogs, and every bit of social media if your brand hopes to understand purchase intent as it happens. It’s all part of the customer journey these days. And that’s not even all of it. Without it?

Customer Journeys 58

Customer Journeys Analytics Customer Experience Social Media 58

CX Journey

APRIL 3, 2019

The customer’s voice is brought into meetings and into conversations; the customer is always represented. Jeff Bezos’ empty chair concept is a great example of this and has been widely adopted by other brands. This is a great time to set the tone for employees.

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

SurveySensum

MAY 2, 2024

It’s a dynamic process where customer insights aren’t just collected. It’s a continuous conversation where companies, like maestros, listen to the orchestra of customer voices and orchestrate a symphony of action, communication, and, ultimately, satisfaction. But what exactly is a Closed Feedback Loop?

Examples 52

Examples Customer Service Social Media Loyalty 52

ChurnZero

NOVEMBER 20, 2020

Third-party software review sites aren’t only a Sales and Marketing tool to drive brand awareness and lead generation. Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. The NPS is one question: how likely are you to refer your brand, product, or service to a friend or a colleague?

How To 98

How To NPS Net Promoter Score Sales 98

Playvox

SEPTEMBER 30, 2022

A 2022 Salesforce report showed that 88% of both consumers and business buyers said their experience mattered as much as a company’s products did, making your team a critical part of the customer experience — and customer retention. Your customer support team plays a crucial role in the success of your business.

Contact Center 67

Contact Center eBook Report Tips 67

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? If they care this much about their customers you better also, if you want to stand a chance in today’s competitive market.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

C Space

NOVEMBER 4, 2019

The Right Insight. What makes a successful customer insights leader? In fact, 60% of CEOs believe customer influence shouldn’t be confined to product and service development or customer experience but should extend to developing business strategy. So what makes a successful insights leader? Robert Howie.

Net Promoter Score 45

Net Promoter Score Competitive Advantage Culture Retail 45

Thematic

SEPTEMBER 24, 2024

Customers want more than just products—they want to feel heard, valued, and appreciated. In fact, 63% of US consumers would ditch a brand after a poor customer experience. And 65% were willing to pay higher prices for exceptional customer service. Each interaction with your brand leaves behind valuable insights.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Thematic

JUNE 17, 2024

VOC as a Strategic Toolkit: Beyond Surveys Paul highlighted the importance of viewing VOC as a strategic toolkit: "Voice of customer is the toolkit that you have available to you to drive brand value in the organization." " He emphasized that VOC encompasses more than just surveys.

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

ProProfs Chat

NOVEMBER 26, 2021

Now, let’s focus on the importance of VoC surveys for a business and see how it can help you create a profitable brand. Why Voice of the Customer Survey is Important for Your Business. Data suggests that 94% of the customers having a “good experience” with a business are likely to repurchase from the same brand in the future. .

Examples 52

Examples Survey Net Promoter Score Social Media 52

Thematic

MARCH 27, 2019

This helps you to act fast and solve customer issues on time before they leave. Look at this: In our own case study on Greyhound , Greyhound’s Senior Customer Insights Analyst Matthew Schoolfield reveals how they were able to identify that their customers in New York get frustrated when waiting for a late bus.

Feedback 54

Feedback Study Poor Customer Service Case Study 54

Clarabridge

OCTOBER 25, 2017

Journey analytics allows you to take advantage of quantitative and qualitative insights gathered from across the business and infuse them into a journey-based view for more credible, data-driven decision-making. Customers leave clues peppered throughout every interaction they have with your brand. 1- Gather the data.

Analytics 40

Analytics eBook Customer Journeys Touchpoint 40

DCX

JULY 30, 2024

Feel like you're screaming into the void about customer experience? And worse, without everyone on board, your beloved brand takes the hit. Create a "Friction Hunter" role: Designate team members on a rotating basis to proactively identify and propose solutions to common customer pain points. Not so much. I've been there.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52