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? A Typical Case Study. .

NPS 76

NPS Analysis Poor Customer Service Case Study 76

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

AUGUST 26, 2018

This is part 4 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. . This blog series gives you tips on how to make a strong case internally to get buy-in from stakeholders for your Voice of Customer (VOC) programme.

Voice of Customer 54

Voice of Customer Analysis Case Study Exercises 54

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. Another 37.9%

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

SurveySparrow

JUNE 20, 2023

Voice of Customer programs are like a trusty GPS to navigate the tricky and ever-shifting landscape of customer preferences. For businesses seeking to enhance their customer experience, a Voice of the Customer program can provide the exact direction and understanding they need to make informed decisions.

Voice of Customer 52

Voice of Customer Customer Journeys Omni-Channel Strategy 52

Thematic

MARCH 2, 2025

Book free guided trial of Thematic Using Customer Insights to Drive Business Success Customer insights are not just about collecting data; they drive real business growth by helping companies optimize customer experience (CX), validate product features, and personalize marketing efforts.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience. Customer Satisfaction Surveys (CSAT).

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Measurement Effort Score Customer Experience Data 118

Totango

JUNE 23, 2020

The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Brand ambassadors have used the Net Promoter Score (NPS) to get those answers for almost a decade. Regularly Survey Customers.

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Net Promoter Score NPS Effort Score How To 62

Wootric CX Blog

MAY 12, 2020

Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. You’ve seen a few case studies claiming it’s the only number you need to measure. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Wait, what is NPS exactly?

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Net Promoter Score NPS Effort Score Survey 98

BirdEye

NOVEMBER 20, 2020

Sometimes this is generational, with some older customers calling in or emailing, and younger customers taking out any aggression or leaving heaps of praise in online reviews, or in social channels. NPS can only tell a business so much, however. Case study: David’s Bridal.

Contact Center 105

Contact Center NPS Case Study Comparison 105

Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. By that I mean immediately, right on the front line—where service teams are actively engaging customers.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience. Customer Satisfaction Surveys (CSAT).

Measurement 90

Measurement Effort Score Customer Experience Data 90

ShepHyken

MAY 9, 2023

Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. Customers are more likely to recommend you after a great experience. Be open to really listening to the customer. How can companies gather feedback beyond NPS?

Net Promoter Score 62

Net Promoter Score NPS Case Study Roadmap 62

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.

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Employee Experience Customer Experience Customer Service Customer Journeys 128

Wootric CX Blog

SEPTEMBER 13, 2018

For those of you considering text and sentiment analytics, you’ve probably already got a customer experience strategy and a Voice of Customer listening system. You’ve got a C-suite sponsor and they’ve been fostering a customer-centric culture across the whole company with NPS as the guiding star.

Analytics 81

Analytics Tips ROI NPS 81

Thematic

SEPTEMBER 22, 2021

It is particularly useful for getting a deep understanding of customers’ perspectives on a specific issue. A narrative analysis might enable us to summarize the outcomes of a focused case study. We need to compare two sequences of numbers: NPS over time and code frequency over time.

Analysis 111

Analysis Data Feedback NPS 111

SurveySparrow

MARCH 9, 2024

Gartner has found out that listening to the voice of customers can increase upselling and cross-selling by 15-20%. At the same time, the report also discusses how the customer retention expenditure can be reduced by 25% as well. It is widely known that catering to customer needs makes a business.

Tools 52

Tools Voice of Customer Touchpoint Social Media 52

Totango

FEBRUARY 5, 2021

Keep the priorities of the people to whom you are speaking in mind when presenting your business case for customer success and choosing what types of data to share during your presentation. For VP Sales: Emphasize case studies, references, and expansion revenue data. For CFOs: Emphasize financial KPIs and trends.

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Customer Success How To Net Promoter Score Financial 73

Totango

OCTOBER 13, 2020

Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers. Customers who become advocates stimulate enterprise growth and drive value. Use surveys like NPS to help gather customer sentiment.

Strategy 63

Strategy Effort Score B2B Customer Success 63

Thematic

SEPTEMBER 15, 2024

The following two Medallia alternatives have similar features that help manage customer experience data, employee engagement, and text and speech analytics. The voice of customer (VOC) solution lets you gather survey responses and combine customer feedback from direct, indirect, and operational sources. What's next?

Contact Center 62

Contact Center Analysis Feedback Analytics 62

CustomerSuccessBox

MAY 9, 2022

Customer data may reside in the following categories, depending on your organization: Customer engagement CRM Support Tickets Surveys Product Financial Contract terms Customer Success Tool. Voice of Customer. We go in deeper depth about customer success metrics in this article. Customer Success KPIs.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

Thematic

AUGUST 20, 2024

Recently, Arianna shared with us the key obstacles that user research and voice of customer (VOC) teams face – and which Generative AI tools you can use to overcome them. It dives deep into unstructured feedback data to discover the nuanced insights that will most impact customer experience and business decision-making.

Tools 62

Tools Analysis Video Feedback 62

Waypoint Group

DECEMBER 3, 2015

It’s familiar and easy find a free website that will tally up the responses and pop out an NPS. But, because a B2B customer is comprised of a group of people, the rules have to change to accommodate more players. Change your CX approach to really make and impact on revenue and customer success.

B2B 40

B2B Customer Experience B2C ROI 40

SurveySensum

AUGUST 30, 2024

Also, launch churn surveys to understand why your customers left and whether or not they opted for your competitor and why. Constantly important CX metrics like NPS to gauge customer loyalty and satisfaction with your brand and keep on adjusting your strategies to improve your overall customer experience.

Customer Experience Management 52

Customer Experience Management Financial Self Service Strategy 52

Waypoint Group

DECEMBER 3, 2015

It’s familiar and easy find a free website that will tally up the responses and pop out an NPS. But, because a B2B customer is comprised of a group of people, the rules have to change to accommodate more players. Market research style surveys will no longer suffice to provide the info needed to understand customer success.

B2B 40

B2B B2C ROI Analysis 40

Thematic

MARCH 13, 2023

That said, the Qualtrics' keynotes were a constant stream of case studies and product launches, as well as occasional guilt trips “if you aren’t jumping on this, you will fail for sure!” Qualtrics, like Thematic, make Voice of Customer software. This has shaped her inspirational career.

Entertainment 62

Entertainment Conference Advertising Airlines 62

ChurnZero

FEBRUARY 26, 2021

At a high level, Customer Success often focuses on adoption, retention, and expansion, which is a full-time job in and of itself. It’s your responsibility as Customer Success team to make sure you’re forcing the issues and making the connections and painting the picture as to what the actual impact is.”.

Customer Success 59

Customer Success Company Management Roadmap 59

Thematic

JULY 9, 2024

For example, an ML model in the feedback analytics / Voice of Customer space could predict Net Promoter Score (NPS) from various signals such as behavioral and operational data, combined with customer feedback. Here’s how to think about custom models. What’s a language model?

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Analysis Feedback Net Promoter Score Training 48