Retently

JANUARY 13, 2025

Retently: Automation and Insightful Feedback Analysis Retently is a comprehensive customer experience management platform tailored for businesses that prioritize actionable feedback. This targeted approach helps craft personalized feedback campaigns and ensures insights are aligned with specific customer experiences.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. Now, understand the importance of creating a positive customer experience for your customers. Well, Customer Experience Management is the solution!

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

delighted

MARCH 4, 2020

From there, it’s best to evaluate the following: How do you keep track of customer experiences, expectations, and sentiment? What if customers don’t proactively share their thoughts? What if you have valuable customer insights already, but they are trapped within siloed departments at your company? Let’s dive in!

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

Comm100

MARCH 2, 2022

One of the things organizations can do when faced with customer feedback indicating expectations are not being satisfied is reevaluating their approach to customer experience management. There are three distinct approaches for a customer experience management program. Closing the Delivery Gap.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

delighted

MARCH 4, 2020

From there, it’s best to evaluate the following: How do you keep track of customer experiences, expectations, and sentiment? What if customers don’t proactively share their thoughts? What if you have valuable customer insights already, but they are trapped within siloed departments at your company?

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Lumoa

MAY 21, 2018

Organizational roles in customer experience management. Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. Marketing is about creating brand experience.

Customer Experience 150

Customer Experience Customer Centricity Net Promoter Score Feedback 150

CloudCherry

DECEMBER 1, 2018

Delivering the best customer experience means businesses need to be interacting customers based on their behavior – not just their persona. Actionable customer insights. If you improved the speed of service by 50% – what would that mean to your revenue forecasts?

CEM 186

CEM CRM ROI Survey 186

BirdEye

NOVEMBER 3, 2020

Customer Experience (CX) Marketing and Customer Experience Management operate in silos: both organizationally and technologically. On the one hand, Customer Experience (CX) Marketing is responsible for building the lead pipeline, with reputation management and generating organic leads.

Customer Centricity 98

Customer Centricity Data How To Net Promoter Score 98

Lumoa

MARCH 8, 2023

Granular and Refined Insights are Valuable While telcos spend a lot of money on gaining customer insights, they often just end up in a report, and little action is taken. Telcos need to be more critical about how insights are gained and used productively.

Industry 195

Industry Customer Centricity Telecommunications Customer Satisfaction 195

CloudCherry

NOVEMBER 13, 2018

Delivering the best customer experience means businesses need to be interacting customers based on their behavior – not just their persona. Actionable customer insights. If you improved the speed of service by 50% – what would that mean to your revenue forecasts?

CEM 170

CEM CRM ROI Survey 170

Comm100

DECEMBER 11, 2017

You should find that simply by humanizing your customers through overt profiles and challenging your staff to think more deeply about their needs, your staff start to think less about your products and services in isolation, and start to think more about how they fit your customer base. Mobile Customer Support.

Customer Experience 130

Customer Experience Social Media Self Service Multi-Channel 130

ClearAction

OCTOBER 10, 2017

VMware’s practices are a more strategic type of customer experience transformation relative to the typical one-by-one follow-up with customers who gave low survey ratings and single departments chipping away at voice-of-the-customer insights they unilaterally control.

B2B 83

B2B Customer Experience Leadership Customers 83

Bob Hayes

NOVEMBER 5, 2017

Analytical Leaders Focus on Generating Customer Insights. Analytical Leaders focus analytics efforts on understanding customers. Generally speaking, the top use of analytics for Analytical Leaders was to generate customer insights while the top use of analytics for Analytical Laggards focused on internal matters (see Figure 1).

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Lumoa

APRIL 7, 2022

Measuring NPS can help your company identify customers at risk of churning and defecting to competitors. This valuable metric allows you to keep track of the loyalty and satisfaction of your current customer base and empowers you to take corrective action before they leave.

NPS 195

NPS Net Promoter Score Industry How To 195

Bob Hayes

NOVEMBER 5, 2017

Analytical Leaders Focus on Generating Customer Insights. Analytical Leaders focus analytics efforts on understanding customers. Generally speaking, the top use of analytics for Analytical Leaders was to generate customer insights while the top use of analytics for Analytical Laggards focused on internal matters (see Figure 1).

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Lumoa

OCTOBER 12, 2020

Every customer-centric business strategy centers around putting the customer at the core of their business, and that means closing the customer feedback loop. While surveys like NPS, CSAT, CES , or market research can be helpful tools for understanding your customer base, they come with their own share of challenges.

Feedback 195

Feedback How To NPS Customer Centricity 195

Experience Investigators by 360Connext

AUGUST 9, 2022

Teams crave real direction and are told again and again to just “do customer experience better.” It’s ok to define your version of success, based on your brand promise and overall organizational goals. That’s why Customer Experience Management is so critical. A strategy.

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

Totango

APRIL 5, 2022

It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Customizing your survey with additional response fields. Branding your survey. Survey scheduling is available.

NPS 108

NPS Software Net Promoter Score Multi-Channel 108

Qualtrics

FEBRUARY 3, 2020

But how many customers will actually open the door to give you the opportunity to be a hero? If your only mechanism to gather feedback is a customer survey , even with an above-average response rate, it’s still likely to be less than 10% of your total customer base. Book a Demo.

Customer Insights 31

Customer Insights Omni-Channel Customer Care Feedback 31

ClearAction

APRIL 18, 2020

Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. Accordingly, mature customer experience management can reduce business risk. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Customer Centricity Innovation 62

ClearAction

FEBRUARY 27, 2017

Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort. This reflects the unfortunate current reality, but it does not guide managers to set themselves up for success.

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

delighted

JULY 19, 2019

Further reading and resources: What Is Customer Experience? Digital Customer Experience (DCX). Digital customer experience refers to the overall perception of your brand in the eyes of your customer, based on interactions across digital platforms. Customer Experience Management (CEM or CXM).

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

Method:CRM

JULY 11, 2022

Retaining customers is also a great way to secure more cross-selling and upselling opportunities since you already have an idea of what they want or need. Attract more customers. Getting a larger customer base is one of the main reasons to improve customer experience. Listen to employee ideas.

Customer Journeys 92

Customer Journeys Customer Experience How To Loyalty Programs 92

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. He specializes in operationalizing customer insight to drive better customer outcomes.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

DECEMBER 31, 2015

Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature.

Strategy 48

Strategy Customer Experience ROI Sports 48

SurveySparrow

JUNE 30, 2023

By leveraging their expertise, customer experience specialists drive customer satisfaction and retention, ultimately boosting the company’s bottom line. Their contributions are invaluable in building a loyal customer base and establishing a stellar reputation in the market.

Customer Experience 52

Customer Experience Customer Journeys Self Service Customer Centricity 52

Bob Hayes

SEPTEMBER 27, 2018

Integrating information/facts about your customers allows you to gain an understanding about how all the variables work together (i.e., are related to each other), driving deeper customer insight about why customers churn, recommend you and buy more from you. number of variables).

Data 84

Data Marketing Healthcare Effort Score 84

ClearAction

AUGUST 2, 2016

3) VoC Analyzers — spending the majority of their time finding insights from VoC data. 4) VoC Collaborators — tailoring customer feedback to stakeholders who are engaged in continuous improvement. 5) VoC Transformers — linking customer insights to operational data and processes and strategic planning throughout the company.

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

BirdEye

FEBRUARY 4, 2025

Birdeye Surveys AI AI-driven customer feedback collection, sentiment analysis, and experience enhancement Create and automate surveys with AI-generated questions tailored to customer insights. Turn survey feedback into reputation-building opportunities, improving customer satisfaction and loyalty.

Tools 52

Tools Brands Management Multi-Channel 52

ClearAction

JANUARY 16, 2016

The enterprise feedback management (EFM) systems that promised to free-up so much time, compared to the old manual methods of collecting and reporting customer feedback, have instead fully consumed managers with real-time VoC dashboards in the effort to reach out to negative raters and convert individual customers to brand evangelizers.

Customer Experience Management 48

Customer Experience Management Customer Journeys Customer Centricity Policies 48

Method:CRM

AUGUST 15, 2022

There is crossover when it comes to customer experience vs. customer relationship, but there are some differences. Read on to learn the difference between customer relationship management vs. customer experience management! Boost customer satisfaction. Improve customer support.

Customer relationships 52

Customer relationships Customer Experience CEM Customer Journeys 52

BirdEye

DECEMBER 5, 2023

High ratings and positive reviews often lead to higher rankings in search engine results, making it easier for potential customers to find you. Customer insights and feedback Managing your reputation gives you valuable insights into what your customers like and what you can do better.

Brands 110

Brands Management Social Media Analytics 110

Bob Hayes

SEPTEMBER 27, 2018

Integrating information/facts about your customers allows you to gain an understanding about how all the variables work together (i.e., are related to each other), driving deeper customer insight about why customers churn, recommend you and buy more from you. number of variables).

Data 81

Data Marketing Healthcare Effort Score 81

ClearAction

SEPTEMBER 27, 2018

Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them. Innovation — Creating Mutual Value.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

BirdEye

JULY 15, 2024

Birdeye View 2024 business conference delves into this transformative potential, demonstrating how businesses can utilize AI to accomplish various tasks, including but not limited to: Unify customer data: By consolidating customer data from different sources, businesses can obtain a holistic view of their customer base.

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

Bob Hayes

AUGUST 15, 2016

Customer Experience Leaders Outperform Customer Experience Laggards. Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40