SurveyGizmo

OCTOBER 11, 2017

Denver Food Group streamlines customer feedback research with SurveyGizmo. Since its inception, DFG has provided customer feedback to its clients on products, branding, menu board designs, and all sorts of potential new concepts. The company needed a robust tool that would evolve with the business’s growing customer base.

Case Study 60

Case Study Study Feedback Tools 60

Heart of the Customer

SEPTEMBER 25, 2014

Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. A quick refresher: Journey mapping is an exercise to understand your customer’s true steps, as well as the emotions that actually make up that journey.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

Gainsight

JANUARY 17, 2020

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole.

Feedback 117

Feedback Roadmap ROI Case Study 117

SurveyGizmo

SEPTEMBER 13, 2017

The ASK LISTEN RETAIN program is a revolutionary online tool aimed at gauging customer satisfaction, building customer loyalty and enabling customer retention that works in combination with either telephone based customer satisfaction surveys and/or online surveys.

Case Study 60

Case Study Study Customer Experience Survey 60

Thematic

MARCH 30, 2025

Making business decisions based on gut instinct isn’t a smart strategy anymore. Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. But collecting feedback is only half the battle. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

SEPTEMBER 9, 2024

Customer experience consultants, like the experts at InMoment, can help you craft experiences that turn customers into brand advocates, increasing their lifetime value and positively impacting your bottom line. What to Look for in a Customer Experience Consultant? What kind of results have they delivered?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. According to experts, about 50% of your customers churn naturally every five years.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. It can help companies pinpoint areas for improvement within customer feedback.

Analysis 195

Analysis Social Media Trends Feedback 195

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Customer Guru

AUGUST 1, 2018

Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey. Because it is about delighting the customers.

NPS 90

NPS Net Promoter Score Feedback Survey 90

SurveySparrow

APRIL 26, 2020

In this article, we are going to discuss how we can get more case studies, reviews, and customer testimonials using NPS. What’s Special about Getting Customer Testimonials? Getting customer’s testimonials is essential these days as people believe the word and experience of similar ones like them.

Case Study 52

Case Study NPS Study Survey 52

Retently

MARCH 17, 2025

Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Identifies patterns & recurring pain points in customer feedback. Customer Sentiment by Region : Are certain locations experiencing more shipping or fulfillment-related complaints?

Report 90

Report How To Effort Score NPS 90

InMoment XI

NOVEMBER 15, 2023

Conversely, a sudden increase in CES may prompt the app’s developers to investigate and address any unexpected challenges customers may be facing. Voice of the Customer (VoC) Voice of the Customer (VoC) encompasses various methods for collecting and analyzing customer feedback.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

QuestionPro Audience

JUNE 23, 2022

On the other hand, if an independent school asks parents whether they would consider sending their child there if they had one or more children already enrolled at the institution, then this question would provide valuable insight into whether that particular customer base might be interested in sending their kids there.

Survey 195

Survey Groups Case Study Study 195

Kayako

AUGUST 7, 2019

The resulting experience you provide will be personal and connected, and one that will help you win and retain customers. . Customer Success & Support . 24/7 Support, knowledge base, FAQ’s. Better customer experiences drive sales, and for businesses to regularly achieve this, certain technologies need to be adopted.

Customer Experience 222

Customer Experience How To Comparison Customer Journeys 222

InMoment XI

FEBRUARY 12, 2024

Integrated customer experience revolves around breaking down data silos and consolidating customer data from diverse sources into a unified and accessible repository. The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Thematic

MARCH 2, 2025

Enhancing Customer Experience Good customer experience insights can transform a company’s relationship with its audience. Zendesk reports that 79% of consumers would switch brands if they found a company with better customer service. Take the case of Instacart as an example. Atlassian is a good case in point here.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

CSM Magazine

JANUARY 2, 2025

Ongoing Feedback : Provide agents with direct feedback on their interactions. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. The result?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

BirdEye

APRIL 11, 2025

Leading local SEO tools like Birdeye Listings AI include online reputation management features to help local businesses request reviews, respond to negative feedback, and showcase positive experiences across platforms. Good agencies help develop local content marketing strategies tailored to your community, region, and customer base.

Multi-Channel 52

Multi-Channel Social Media Case Study Strategy 52

CSM Magazine

JANUARY 2, 2025

Ongoing Feedback : Provide agents with direct feedback on their interactions. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. The result?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

SurveySensum

DECEMBER 4, 2024

Referrals Loyal customers, and promoters, are more likely to recommend the bank to their peers or friends. Therefore, this is a cost-effective strategy to acquire new customers. Feedback and Improvement Loyal customers tend to provide more actionable feedback. Measure what matters most!

Banking 52

Banking NPS Financial Net Promoter Score 52

Kayako

DECEMBER 3, 2015

Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that exceptional customer service has more impact on the rest of the business than your colleagues realize. You know that customer feedback helps build a better product.

Customer Service 120

Customer Service How To Case Study NPS 120

NobelBiz

JANUARY 28, 2025

Customer Satisfaction (CSAT) Scores : These reflect how satisfied customers are with their experience. Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

BirdEye

AUGUST 24, 2023

Customer marketing is a marketing strategy that targets existing customers with the goal that they will buy again and become brand evangelists. 2 – Current customers are more likely to buy from you And that brings us to our next point. A loyal customer spends about 67% more about three years into their customer journey.

Strategy 98

Strategy Marketing Customer Retention Loyalty 98

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Totango

AUGUST 11, 2022

Customer satisfaction and feedback surveys. Reach customers where they are. Elicit frequent feedback. Showcase client case studies. It also helps your customer success team track your performance and adjust to meet target goals. Elicit Frequent Feedback. Showcase Client Case Studies.

Tips 113

Tips Customer Journeys How To Net Promoter Score 113

Retently

JUNE 4, 2018

The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

BirdEye

FEBRUARY 4, 2025

These tools track customer reviews, brand mentions, and sentiment trends to ensure businesses stay in control of their public perception. Reputation management tools offer several key benefits to businesses, such as: Reputation monitoring Track brand mentions, reviews, and feedback in real time.

Tools 52

Tools Brands Management Multi-Channel 52

InteractionMetrics

FEBRUARY 20, 2025

Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. When employees handle the process, they may (intentionally or not) make mistakes that steer customers toward higher ratings. And when you have an actual score instead of a gamed score, you can make decisions based on facts.

NPS 52

NPS Net Promoter Score Strategy How To 52

BirdEye

AUGUST 3, 2023

Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line. In this article, you will explore the realm of customer satisfaction and how businesses can leverage it to create a loyal customer base. Table of contents What is the customer satisfaction score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

Totango

NOVEMBER 21, 2019

Identifying the promoters, neutrals, and detractors among your customer base is a powerful tool. . Once you have NPS scores for your customers, you must consider that data in context in order to get a clear idea of what to do next. You can also break customers out into NPS segments to identify trends. Measure Results.

Customer Satisfaction 93

Customer Satisfaction NPS Metrics Net Promoter Score 93

SurveySensum

NOVEMBER 6, 2023

Bakery A and Bakery B competed to improve customer satisfaction. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. Weeks later, Bakery B attracted more customers, including some from Bakery A. What changed? What is NPS?

NPS 52

NPS Feedback Effort Score Customer Journeys 52

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys How To 107

AWS Machine Learning

AUGUST 26, 2024

Built on AWS with asynchronous processing, the solution incorporates multiple quality assurance measures and is continually refined through a comprehensive feedback loop, all while maintaining stringent security and privacy standards. As new models become available on Amazon Bedrock, we have a structured evaluation process in place.

Sales 127

Sales Multi-Channel Metrics Feedback 127

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. Account Management Vs. Customer Success. Improve internal processes for collecting, analyzing, and utilizing customer data for more effective strategizing.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

BirdEye

NOVEMBER 15, 2023

Once your profile is ready, encourage your customers to leave reviews there. → Read the full case study here. Facebook Facebook has a user base of over 2.9 The platform offers a free version which allows businesses to claim their profile, respond to reviews, and get a basic understanding of customer feedback.

Retail 111

Retail Brands Consumers Case Study 111