InMoment XI

JULY 18, 2022

Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. We are going to walk through how different departments can benefit from customer feedback and some examples of how it can be used. 1: Leveraging Customer Feedback in Operations.

Feedback 369

Feedback Culture eBook Customers 369

Lumoa

NOVEMBER 19, 2017

For some companies collecting feedback is easy. Maybe even too easy: I’ve come across a big corporation, which collects feedback, stores it somewhere and does nothing with it. Collecting feedback is too easy for them. For some companies collecting feedback is hard. How to collect customer feedback?

Feedback 285

Feedback Net Promoter Score NPS Survey 285

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

InMoment XI

NOVEMBER 7, 2024

Over 80% of CRM leaders say that AI and automation make customer communication more personalized. Segmentation Segmentation in customer experience automation leverages customer data to group customers by behavior, preferences, or demographics. This enables more relevant and targeted communication.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. Life insurance customer experience : Life insurance customers need clear, simple communication about policy terms. They appreciate proactive communication on potential risks like weather hazards. This expectation stems from a need for convenience.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Experience Investigators by 360Connext

OCTOBER 3, 2023

With the help of artificial intelligence and a few less technical approaches, you can greatly improve your customer experience by listening to unspoken feedback. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

Feedback 270

Feedback How To Social Media Analysis 270

InMoment XI

NOVEMBER 18, 2024

By identifying specific customer preferences—such as preferred products, content types, or communication channels—you can tailor marketing messages, recommendations, and services to each customer’s needs. Open-ended questions can be used in surveys, customer interviews, and focus groups.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

JULY 18, 2024

What Is Customer Feedback? Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. Businesses can collect feedback actively and passively. What Is A Customer Feedback Loop? Why Is Customer Feedback Important?

Feedback 221

Feedback Customer Journeys Net Promoter Score Social Media 221

ECXO

FEBRUARY 3, 2025

Communication is sporadic and often feels impersonal or transactional. Personalized outreach: Instead of generic communication, sales reps provide tailored solutions that feel relevant to the customer. Use segmentation to group customers by preferences, behaviors, or demographics, and customize your communication accordingly.

Sales 247

Sales Customer Experience e-support Examples 247

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. Step 7: Gather Internal Feedback After putting it all together in a visual form, share the journey map with internal teams not involved in the customer journey mapping process. You can even share it with existing loyal customers.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Proven Methods for using Customer Feedback in Marketing 1.

Feedback 221

Feedback Marketing Social Media Effort Score 221

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

ECXO

JUNE 11, 2024

Personalized Learning and Development AI-driven personalized learning paths and continuous feedback mechanisms are revolutionizing employee development. Sentiment analysis tools that gauge employee morale through various communication channels enable HR to proactively address issues, thereby preventing potential burnout and disengagement.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Collect Customer Feedback Invest time in understanding the unique needs and pain points of your B2B customers.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns.

Customer Journeys 432

Customer Journeys Culture Leadership Effort Score 432

ECXO

AUGUST 19, 2024

The company uses A/B testing extensively to refine hardware and software features, gathering feedback on design prototypes to enhance user interaction and satisfaction. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments.

Customer Journeys 368

Customer Journeys Customer Experience Net Promoter Score Effort Score 368

Experience Investigators by 360Connext

JANUARY 7, 2025

Measurement should include both customer feedback data AND operational data. Customer personas represent customers in groups of shared attributes. Personas help you envision real peoples thoughts, feelings, and preferences so you address every groups unique needs as you execute your strategy. Have questions? Heres a resource.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Lumoa

MARCH 9, 2023

Customer feedback is a direct line to how your consumer base feels about your business and its products. How customers react to your products and services is vital data, but it’s only accessible if you put together a sound customer feedback strategy to obtain it. In This Article: What’s the importance of a customer feedback strategy?

Feedback 195

Feedback Strategy Survey Customers 195

InMoment XI

MARCH 11, 2024

So many businesses today are focused on getting feedback for the sake of getting feedback. But, most businesses fail to act on a lot of the feedback they receive. In order to create a truly great customer experience, you need to implement a customer feedback loop that will integrate your customers into the business.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

CSM Magazine

MARCH 27, 2025

Sabio Group , the digital customer experience (CX) transformation specialist and expert services partner, today announced a significant new cloud migration project with Essent N.V., A key strategic benefit of this migration will be the consolidation of different solutions within the Essent Group into a single live channel management solution.

Groups 52

Groups Customer Experience Exceptional Customer Service Omni-Channel 52

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback How To Social Media B2C 195

eglobalis

SEPTEMBER 16, 2024

Therefore, understanding the needs of each group is essential. Leaders need to communicate the importance of CX across all departments—not just customer-facing ones. At a local level , agile teams should focus on region-specific customer challenges, iterating solutions quickly based on feedback.

B2B 361

B2B Strategy Customer Experience Customer Journeys 361

ECXO

DECEMBER 25, 2024

153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback. Instead, it involves creating open, continuous communication channels that allow companies to truly understand their customers pain points, preferences, and aspirations.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 195

Analytics Feedback Net Promoter Score Analysis 195

InMoment XI

JANUARY 22, 2025

Handling Negative Reviews and Crisis Management When negative feedback occurs (and especially when it occurs in large quantities), multi-location businesses need strategies to quickly address that feedback and manage potential reputation crises effectively. For some, it will communicate nothing at all. But integration is better.

Management 195

Management Multi-Channel Effort Score Social Media 195

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Analysis 195

Analysis Survey Feedback How To 195

InMoment XI

AUGUST 24, 2022

There is so much more to communication than just the words we say. In fact, studies suggest that as much as 90% of communication is non-verbal. Given that most customer feedback is text-based (such as emails, social media posts, surveys, in-app feedback, SMS, live chat, etc.), Take sarcasm, for instance.

Analysis 370

Analysis Effort Score Feedback Analytics 370

BlueOcean

FEBRUARY 25, 2019

For Carol, empowering contact center agents depends upon three key factors: engagement, communication, and feedback. Communicating with Your Frontline Agents. Hand-in-hand with engagement is communication. What’s the best way to communicate with your frontline agents? Providing Agent Feedback.

Customer Experience 290

Customer Experience Effort Score Contact Center Customer Care 290

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. Temkin Group ). Temkin Group ). Temkin Group ). Ask your customers for feedback. 69% of U.S. Forrester ). Mckinsey ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. Give employees tools to share feedback about the customer journey. I tend to agree.

How To 378

How To Customer Journeys Culture Training 378

eglobalis

AUGUST 13, 2024

The company’s structure is vast and complex, divided into numerous groups and subsidiaries that operate in various industries, including electronics, shipbuilding, construction, and insurance. At the helm of Samsung Electronics, the most well-known and profitable division, is Samsung Group, which oversees multiple business units.

e-support 497

e-support Innovation Customer Centricity Loyalty 497

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Are you able to understand what your customers are telling you?

Software 130

Software Customer Journeys Tools Contact Center 130

Experience Investigators by 360Connext

APRIL 14, 2020

If you are launching a new product or communicating to a new audience, a journey map can help you provide a more seamless experience to customers who need what you offer right now. Customer feedback and emotional data. What are customers telling you in their open-ended feedback? Customer behavior and actions. Click To Tweet.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Retently

OCTOBER 23, 2024

Taking the importance of collecting customer feedback out of the way, where do we start? Understanding the Tools at Hand Collecting feedback is essential to identifying customer pain points and areas for improvement throughout the buyer’s journey. Naturally, the higher the score, the more satisfied and loyal customers are.

Ecommerce 109

Ecommerce Survey Retail NPS 109

ECXO

APRIL 10, 2024

However, customers can also behave as a collective “wave”, such as when trends sweep through a customer base, or when collective customer feedback influences a business’s decisions. This can involve surveys, focus groups, interviews, and data analysis to uncover the emotional drivers behind customer behavior.

Connections 334

Connections Customer Experience Social Media Analysis 334

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364