Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62

GetFeedback

APRIL 3, 2019

How does feedback play a role at YETI? Feedback is very important and luckily we have GetFeedback! Feedback is our lightning rod to address issues and it’s also our north star to be able to prioritize our projects, processes, and improvements. Now with GetFeedback, we have concrete information that we can speak to.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop? But what is it actually?

Feedback 195

Feedback How To NPS Customer Centricity 195

GetFeedback

JUNE 22, 2019

The same holds true for your Net Promoter Score survey. What is Net Promoter Score (NPS)? Net Promoter Score surveys are a type of customer experience survey. They are good for gathering real-time customer feedback and building customer relationships. When you write a story, what is the first thing you should think about?

NPS 304

NPS Net Promoter Score Survey Effort Score 304

Calabrio

MARCH 5, 2025

It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone. These technologies play a decisive role in collecting customer feedback in real-time, automatically processing large amounts of information quickly and accurately.

Contact Center 100

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

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

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. Cross-Team Collaboration Impact : Has logistics or product quality improved based on CX feedback? Whats in it for you?

Report 90

Report How To Effort Score NPS 90

Experience Investigators by 360Connext

OCTOBER 17, 2023

However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. Many leaders will nod along with this conversation, but they lack the true knowledge to put the right time, effort, or resources toward this understanding. WHY are we collecting feedback ?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. Customer Effort Score (CES) Customer Effort Score (CES) assesses the ease with which customers can achieve their goals when interacting with a company.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

FEBRUARY 12, 2024

The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback. On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Thematic

MARCH 30, 2025

The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. But collecting feedback is only half the battle. Think of customer feedback analysis like laying the foundation for a building.

Customer Insights 62

Customer Insights Data Analytics How To 62

AskNicely

APRIL 17, 2017

It can also be a good idea to gather some case studies from other companies (ideally from your industry). Propose a Trial and Create Mini Case Studies. You can then use that information to develop a case study. You’ll want to make sure that everyone is aware of these case studies. Conclusion.

NPS 150

NPS Case Study Social Media Net Promoter Score 150

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help.

Case Study 152

Case Study Airlines Conference Wait Times 152

Happy or Not

APRIL 1, 2025

In a recent episode of The Intuitive Customer podcast, Tim Waterton, Chief Revenue Officer at HappyOrNot, shared invaluable insights into efficiently collecting customer feedback and using it to create a real-time solution. click to visit & listen) Why is real-time customer feedback important for business growth?

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. How often are we gathering customer feedback?

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

CSM Magazine

JANUARY 2, 2025

Its the effort to see the world from their perspective, even if you havent experienced their situation firsthand. Empathy turns a one-sided, transactional exchange into a collaborative effort. Ongoing Feedback : Provide agents with direct feedback on their interactions. Lets break it down further. What is Empathy?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Happy or Not

NOVEMBER 13, 2024

In this article, we’ll explore 10 outstanding customer service examples, each showcasing how HappyOrNot’s feedback solutions have empowered customer service representatives and support teams to deliver excellent service. Read the full case study here 2.

Examples 36

Examples Customer Service Case Study Hospitality 36

SurveySensum

DECEMBER 4, 2024

This is where Net Promoter Score comes into play. And an NPS score can be from -100 to 100 and can provide insights into a bank’s overall customer experience. A high NPS score in banking indicates a stronger customer relationship, more referrals, and, therefore, greater growth.

Banking 52

Banking NPS Financial Net Promoter Score 52

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Countless reports and case studies have proven this linkage.

Social Media 154

Social Media Case Study Financial Banking 154

CSM Magazine

JANUARY 2, 2025

Its the effort to see the world from their perspective, even if you havent experienced their situation firsthand. Empathy turns a one-sided, transactional exchange into a collaborative effort. Ongoing Feedback : Provide agents with direct feedback on their interactions. Lets break it down further. What is Empathy?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Thematic

OCTOBER 30, 2024

However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about. That means fine-tuning your CX depends on how well you can sift through the noise and meaningfully analyze customer feedback. What is voice of the customer?

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

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. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Analysis 195

Analysis Social Media Trends Feedback 195

BirdEye

MARCH 6, 2025

But the real challenge was turning scattered efforts into a unified, results-driven strategy. Each location needs to appear accurately across platforms, respond to local customer feedback, and optimize for local SEO to drive real-world visits. And rightly so, Black Bear Diner turned digital clicks into foot traffic. Do you know how?

Tips 85

Tips Tools Social Media Multi-Channel 85

Feedbackly

MAY 16, 2024

The case study with Kekäle reveals that when customers have a positive emotional experience, the likelihood of making a purchase is 40 percent higher compared to a negative experience. Kekäle is one of the best-known retail chains in Finland.

Case Study 105

Case Study Effort Score Ecommerce Touchpoint 105

InMoment XI

MARCH 27, 2024

With online reviews, social media comments, and public customer feedback making a major impact on the reputation of automotive businesses — car dealerships, auto repair shops, service centers, parts retailers, etc. Addressing negative feedback promptly and professionally can mitigate damage to the brand’s reputation.

Automotive 195

Automotive Management Social Media Feedback 195

LiveChat

NOVEMBER 27, 2018

You might think that there’s a lot of time and effort put into the whole team training. The reason for such score is the fact that our bots often didn’t understand the questions our customers were typing. Now, we have customer response suggesting , so this score should improve soon. This should improve the score!).

Case Study 71

Case Study Chatbots Study Customer Service 71

InMoment XI

AUGUST 13, 2024

Its main purpose is to help businesses understand which marketing efforts are driving inbound calls and how effective these campaigns are in generating leads. This results in higher conversion rates, shorter sales cycles, and more targeted, successful sales efforts. Conversation intelligence software goes beyond simply tracking calls.

Software 195

Software Social Media Analytics Return on Investment 195

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

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house.

NPS 52

NPS Net Promoter Score Strategy How To 52

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

MAY 5, 2021

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). There is an index that scores customer satisfaction on a scale of zero to ten. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Customer Effort Score (CES).

Measurement 118

Measurement Effort Score Customer Experience Data 118

Kayako

AUGUST 7, 2019

Many times prospects are looking to reduce customer complaints and improve satisfaction scores by providing their clients with better experiences through improved customer service. This portion of the customer journey sees customers search through product reviews, feedback, and comparison sites. Awareness . Needs vs Wants.

Customer Experience 222

Customer Experience How To Comparison Customer Journeys 222

Thematic

MARCH 2, 2025

By analyzing feedback and behavior patterns, businesses can proactively address pain points, reduce churn, and build lasting relationships. Take the case of Instacart as an example. By tracking real-time feedback, they quickly fixed major pain points, improving satisfaction across shoppers, retailers, and advertisers.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

InMoment XI

MARCH 21, 2025

Customer Sentiment and Emotional Tone With conversational intelligence, you can identify customers who are about to jump ship and focus on retention efforts. These insights also highlight recurring concerns, trends, and team performance, which can inform response quality improvement and skill development efforts.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

InMoment XI

MAY 30, 2024

Whether it’s analyzing online reviews, customer feedback , or any other form of unstructured data, these tools can sift through large amounts of information and highlight important elements. Sentiment Analysis Sentiment Scoring: Determining the sentiment (positive, negative, neutral) of the text to gauge customer opinions or feedback.

Analysis 195

Analysis Software Self Service Social Media 195

Thematic

JANUARY 16, 2025

Is your business swimming in feedback from customers? But here's the thing: hidden in that feedback are valuable insights into what your customers love, what frustrates them, and where you can improve. This powerful tool transforms unstructured feedback into clear, actionable insights. Frustrating, right?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

BirdEye

FEBRUARY 20, 2025

The right platforms can influence buying decisions, enhance search rankings, and provide valuable customer feedback. With its reviews prominently displayed in Google search results and Maps, its often the first place customers check for feedback. The key is knowing which ones to prioritise. It is ideal for small and local businesses.

Automotive 94

Automotive Insurance Healthcare Hospitality 94