InMoment XI

MAY 3, 2022

And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers. So how do you collect the most valuable feedback from your customers? But what they’re not receiving is actionable feedback to improve further.

Insurance 370

Insurance Tips Data Return on Investment 370

InMoment XI

SEPTEMBER 13, 2022

By understanding their consumer, Foot Locker knows its role is to provide expertise with tools, products, and experiences to keep athletes fired up. Foot Locker considers every possible opportunity for the customer to leave feedback. Saxey shares, “We’ve had success with video feedback, as it helps layer in the sentiment.

Innovation 370

Innovation Sports Tips Video 370

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. 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.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. Supercharge Post-Service Customer Interactions 85% of your data is unstructured.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple channels to collect mass feedback.

Feedback 195

Feedback How To Ecommerce Touchpoint 195

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.

Feedback 195

Feedback Hospitality Analytics Touchpoint 195

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 345

Survey Social Media Contact Center Call Recording 345

Lumoa

APRIL 3, 2018

How do you make important or day-to-day consumer decisions in your life? 83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. Many companies panic: customer research is commissioned, task forces established, and people start to read the feedback just to understand what is going on.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

InMoment XI

JUNE 28, 2022

Online reviews are a great source of unsolicited customer feedback, and they often offer perspective from a different segment of the customer base than surveys or other feedback channels. InMoment and ReviewTrackers joining forces is great news for today’s brands! They include: Survey: The industry’s first WCAG 2.0

Analytics 74

Analytics Feedback Report Industry 74

eglobalis

SEPTEMBER 28, 2024

Passing the Burden to the Customer: Customers in Germany are frequently asked to go through unnecessary hoops to prove technical faults with their vehicles. Poor Understanding of Loyalty, CX, and Retention: Toyota dealers in my region (Bavaria) seem to have little understanding of how to build customer trust, loyalty, and confidence.

Automotive 478

Automotive Loyalty System Return on Investment 478

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Analysis 195

Analysis Feedback Social Media Chatbots 195

Kapta Customer Success

DECEMBER 6, 2021

Instead, it's important to develop an interview and feedback system that integrates into overall account management so your KAM team has a strong relationship with each client that continues to develop over time. 94% of consumers report that they are likely to purchase more from a company with "very good" CX.

Voice of Customer 97

Voice of Customer Net Promoter Score Report System 97

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Lumoa

NOVEMBER 2, 2022

Many consumers see 2023 as a way to have a fresh start, and with it, their smart choices. Customer experience emerged as a differentiator of the overall competitive telco landscape due to an increase in competition and consumer expectations. Feedback from customers provides valuable input for any business.

Industry 221

Industry Telecommunications Customer Experience Multi-Channel 221

CX Accelerator

OCTOBER 3, 2019

Failure to do so is disrespecting the customer and the business." Wide-eyed and brand new to the organization, it’s important that new employees behave like customers and share feedback about the company as they experience it. That begins at onboarding, but must be reinforced daily.

Tips 296

Tips Culture Exercises Feedback 296

Totango

JUNE 4, 2019

According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. What is Voice of Customer? The second is to act on it.

Voice of Customer 83

Voice of Customer Net Promoter Score Feedback Competitive Advantage 83

Lumoa

AUGUST 18, 2022

engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the business’ success story. Furthermore, it fairly makes it easier to close the loop with the customers in the process. Otherwise, a customer will just feel lost.

Customer Journeys 195

Customer Journeys Survey Feedback Voice of Customer 195

GetFeedback

MAY 9, 2019

That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. So when bad customer experiences happen, the news of it spreads on social channels and by word-of-mouth. The VoC is the heartbeat of any customer experience program.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

JANUARY 9, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. That’s what we asked each of them: How do you see the future of customer experience?? Three words: voice of customer. Customer Experience Guide is waiting for you here!

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Thematic

SEPTEMBER 24, 2024

Customers want more than just products—they want to feel heard, valued, and appreciated. In fact, 63% of US consumers would ditch a brand after a poor customer experience. And 65% were willing to pay higher prices for exceptional customer service. That’s where Voice of Customer (VoC) Analytics steps in.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Thematic

FEBRUARY 24, 2025

What if you could anticipate your customers’ needs before they even tell you? That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

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. Additionally, 37.9% A further 20.7%

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

InMoment XI

SEPTEMBER 5, 2024

Did you know that over 70% of consumers expect personalized communications and tailored products/services from companies they buy from? Of those customers, 76% get frustrated when they do not receive any level of personalization. Comprehend customer desires, needs, and criticisms.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

CX Journey

JULY 10, 2014

Transforming Data Once we''ve inventoried all of our data, it''s time to put it to good use; it''s time to transform it into a usable format so that the business can consume it and affect the customer experience in a positive way. I have six rules for transforming and consuming the data. Data must be centralized. Geoffrey Moore.

Data 177

Data Customer Experience Customer Journeys Analysis 177

Calabrio

MARCH 22, 2025

Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. When agents feel valued, supported, and empowered, they are more likely to deliver exceptional customer experiences.

Contact Center 130

Contact Center Management Strategy Call Center 130

Lumoa

SEPTEMBER 8, 2021

The best type of voice of customer (VOC) feedback is unfiltered, real-time, represented across the customer journey, and measured across all data points and channels. To succeed, it is imperative that buy-in starts at the top and your organization recognizes the value of customer insights throughout.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

InMoment XI

JUNE 21, 2022

InMoment’s Global CMO, Kristi Knight , took us through the evolution of customer experience (CX). CX started out in the golden age of advertising, market research, and understanding consumers. Then, the internet was born, and online surveys were created to collect customer feedback in a timely manner.

Customer Experience 195

Customer Experience Advertising Feedback Survey 195

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ijgolding

NOVEMBER 13, 2018

Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. So understanding the Voice of the Customer and using feedback to inspire meaningful change is paramount. WHY VOC WORKS WELL FOR B2B.

B2B 185

B2B B2C Automotive Retail 185

Thematic

MARCH 2, 2025

Imagine losing 73% of your customers simply because they had a bad experience with your brand. That’s the reality today—over half of consumers will switch to a competitor after just one negative interaction. Consumer analytics organizes that data into trends, like how many visitors leave a page without making a purchase.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

Retently

SEPTEMBER 12, 2018

At a first glance, relying on the input provided by the sales, marketing, and support teams might seem sufficient; however, we wanted to take the opportunity to use customer feedback to prioritize the product roadmap from a customer’s perspective as well. Sorting through the feedback is tough. What is NPS? The Process.

Analysis 110

Analysis Feedback NPS Effort Score 110

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. Why is the Retail Customer Experience Important The retail customer experience has become increasingly significant in the success and sustainability of any business operating in the modern marketplace.

Retail 195

Retail Customer Experience Effort Score Social Media 195

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 182

Survey Social Media Contact Center Call Recording 182

InMoment XI

OCTOBER 8, 2024

A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand. Customer experience programs are built upon strategies for gathering customer feedback, analyzing voice of the customer data, and implementing changes to the customer experience.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195