Thematic

SEPTEMBER 19, 2024

Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools. According to this recent study , 61.2%

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 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

InMoment XI

FEBRUARY 12, 2024

How to Set Up Your Business for Integrated CX Setting up your business for integrated customer experience requires a strategic approach that encompasses technology, processes, and a customer-centric mindset. Define Your Customer Touch Points Start by mapping out all the touchpoints where your customers interact with your business.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

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. Identify bottlenecks in your customer journey.

Measurement 118

Measurement Effort Score Customer Experience Data 118

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

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. Identify bottlenecks in your customer journey.

Measurement 90

Measurement Effort Score Customer Experience Data 90

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

Thematic

MARCH 30, 2025

Make sure to make it easy for happy customers to spend more and spread the word among their friends. Whether you are a small cupcake shop or a multi-billion dollar business, thinking about the specific touchpoint of receiving feedback and making the most of it should be on your agenda.

Feedback 62

Feedback Roadmap Effort Score NPS 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. Failure is an opportunity.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Survey 98

CustomerSuccessBox

NOVEMBER 16, 2021

Do your homework about customers. Log every touchpoint that you had. Voice-of-customer (VOC)/customer-engagement program. The easiest way to know what’s working or needs improvement is- to let your customers tell you! It is ‘listening’ to your customers. Be courteous.

Customer Success 52

Customer Success Management Case Study Rewards Programs 52

SurveySensum

AUGUST 30, 2024

When you keep your customers at the core of everything you do, then only you can understand their pain points and needs and exceed their expectations. 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

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.

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62