InMoment XI

AUGUST 3, 2022

Employees are invaluable for creating the human connections that reinforce brand loyalty, which helps your organization stay at or reach the top of your vertical! Rather, organizations need to go deeper by carving meaningful intelligence out of their employee feedback, then acting upon it. That advice sounds obvious enough, right?

Employee Experience 418

Employee Experience Brands Roadmap Culture 418

Experience Investigators by 360Connext

JANUARY 5, 2022

This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Resources 369

Resources Customer Journeys Video Customer Experience 369

InMoment XI

APRIL 26, 2022

If you’re still concerned about how best to connect to audiences you haven’t consistently talked to before, this is the section for you. For many years now, the big idea behind CX and EX programs has been to simply gather as much feedback as possible from as many people as possible. Key 2: Engage All Audiences.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

Thematic

MARCH 30, 2025

A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. We’ll explore customer feedback loop best practices to make the loop a powerful asset for your business.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

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

MARCH 21, 2023

In the end, everything is connected. By involving the user in the design process and continuously adapting based on feedback, products and services can be improved to better meet the market requirements of your customers in your target audience. Truth be told, this is easier written than done but possible.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

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 19, 2024

When employees are connected to the broader vision, they are more likely to invest emotionally in both the company’s success and the customer experience. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 296

Customer Experience Leadership Innovation Roadmap 296

GetFeedback

NOVEMBER 18, 2019

The work to take action on feedback actually begins long before you even launch your CSAT survey. As you’re designing the survey, in order to ensure that you can take action on the feedback you get from customers, you need to consider the following for each question you ask. What makes feedback actionable? . Who will act on it?

Feedback 199

Feedback How To Analysis Survey 199

GetFeedback

DECEMBER 21, 2018

31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( Ask your customers for feedback. If you want to boost customer retention, ask for customer feedback —and take real action with it. ( New Voice Media ). New Voice Media ). Genesys ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Customer Bliss

SEPTEMBER 19, 2017

Year 1: Internally, all departments had to understand what CX meant and how it connected to their work. Year 2: Much greater focus on the sales process, as customers were giving feedback on “the selling motion” in this year. What did she try to do each year? So externally, she needed a quick win on helping a new user.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. You need to include questions which are likely to deliver actionable feedback. .

Survey 150

Survey Feedback How To Net Promoter Score 150

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. One real-world example is a company that integrated Slack into their operations, connecting employees from different teams like Marketing, Sales, and R&D in real-time conversations.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

Retently

NOVEMBER 27, 2024

For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback. Platforms like Instagram, TikTok, and Facebook have blurred the lines between scrolling and shopping, creating huge opportunities for brands to connect directly with consumers.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Calabrio

MARCH 22, 2025

In the process, contact center management is evolving to be a keyor perhaps the keysite for obtaining customer feedback, uncovering insights, and delivering experiences that fuel improved customer loyalty, better strategic decision-making, and support sustainable business growth.

Contact Center 130

Contact Center Management Strategy Call Center 130

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. But, heres the challenge – not all CX reports are useful.

Report 90

Report How To Effort Score NPS 90

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. It means doing many things on many levels of an organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

MAY 3, 2024

These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience. Customer Pulse Feedback: Real-time feedback channels that capture customer sentiments and preferences. Staff Feedback: Gathering insights from frontline staff to understand customer interactions and pain points.

Retail 195

Retail Return on Investment ROI Analysis 195

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 139

Feedback Effort Score Social Media Customer Satisfaction 139

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback. Net Promoter S core is one of the most effective methodologies to capture customer feedback.

Analysis 109

Analysis Feedback NPS Effort Score 109

GetFeedback

JULY 19, 2019

In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. Customer feedback (aka Voice of the Customer ) is a gift. Customer feedback should be cherished, not evaded. Business is no different.

Data 262

Data How To Social Media Effort Score 262

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Stay connected, stay social.

Brands 221

Brands Social Media Roadmap Contact Center 221

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Customer feedback dashboards. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

GetFeedback

FEBRUARY 17, 2020

This is critical because it connects your customer feedback with customer data so you have a holistic view of the customer experience. . If you connect your NPS data with your CRM, you have access to all the customer data you’ve previously collected. . The first pillar is to integrate your NPS program with Salesforce.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. WHY are we collecting feedback ?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CX Journey

JUNE 13, 2018

Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? We cover a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap. I enjoyed my conversation with Dan.

Strategy 144

Strategy Roadmap Employee Experience Customer Experience 144

Kayako

OCTOBER 16, 2017

Product feedback. Retention is not just about preventing customer churn, it’s also a chance to connect the value customers receive from your product with additional revenue for your company. Collect product feedback to help improve the product. Incorporating customer feedback into your product roadmap reduces this risk.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

Kayako

MARCH 9, 2017

This will assist you in giving thorough feedback to customers who are asking for new features, or when querying if a feature isn’t working. Product testing helps me to understand the process of the Engineering team in deciding the roadmap. It helps you reach the comfort level needed to make a real connection with your customers.”.

Self Service 178

Self Service Customer Service Roadmap Customers 178

Zonka Feedback

OCTOBER 1, 2022

Collecting regular Product Feedback and making product developments and improvements accordingly can help you attain business growth and develop world-class products. Why Improve your Product with Product Feedback? 4 Steps to Product Improvement through Product Feedback. Step 1: Collect and Embrace Feedback.

Feedback 96

Feedback Knowledge Base Social Media Roadmap 96

InMoment XI

APRIL 9, 2025

Comprehensive Data Analysis Across Channels CI collects and connects customer experience data from every relevant source to build a comprehensive dataset for analysis. However, connecting the review to the same users call transcript and survey responses uncovers a clearer picture of their unique experience.

Trends 195

Trends Sales Analysis First Call Resolution 195

GetFeedback

JANUARY 27, 2020

You may not be aware, but GetFeedback is the leading customer feedback solution for Salesforce. A VoC program involves more than just asking for customer feedback. It requires a systematic approach to gathering feedback then mining and analyzing that data for powerful insights, which drive critical business strategies.

How To 221

How To Customer Journeys Feedback Survey 221

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. Instead, you need unified data analytics to connect every touchpoint and every voice.

Customer Insights 62

Customer Insights Data Analytics How To 62

Lumoa

MARCH 31, 2021

We spend lots of time, energy, and effort getting feedback and insight from customers. Example 2 Insight: Feedback from customers reveals that your App is not working properly. VS. Actionable insight: Feedback from customers reveals that 100 people have mentioned that the login function is not working properly.

Effort Score 195

Effort Score NPS Net Promoter Score Self Service 195

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Stay connected, stay social.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Taking the importance of collecting customer feedback out of the way, where do we start? This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities.

Ecommerce 109

Ecommerce Survey Retail NPS 109

GetFeedback

DECEMBER 10, 2018

An easy to take survey doesn’t just yield higher response rates but also higher quality feedback data. You also want to design questions that will provide actionable feedback. Also include an open text field to garner more qualitative feedback. This way they know you’re listening to their feedback. Pillar 2: Distribution.

NPS 210

NPS Net Promoter Score Survey Measurement 210