InMoment XI

SEPTEMBER 5, 2024

With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base. The only way to do this is by listening to what your customers are saying, which is referred to as the Voice of the Customer.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Thematic

FEBRUARY 12, 2025

With text analytics marketing, you can analyze feedback from sources such as social media and surveys to uncover valuable customer insights—helping you create campaigns that truly resonate. They found out key themes and segmented customers based on specific concerns. Want to know how it works?

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

Thematic

OCTOBER 30, 2024

Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback. What is voice of the customer? Reduced customer churn Customer churn can be detrimental to any business.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

ChurnZero

MAY 20, 2021

In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs).

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

ChurnZero

JUNE 14, 2023

When choosing your platform, think beyond your customer success team. Customer insights can enhance your whole business, so look for a platform that integrates seamlessly with your existing tech stack. I believe this role is essential to maximizing efficiency, actionable customer insight, and the ROI of your CS platform.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

Lumoa

OCTOBER 31, 2018

Is customer centricity already part of the company DNA and culture? Are there efficient processes in place for analyzing customer data or communicating customer insights? Is the ecosystem of customer engagement tools and technologies integrated and seamless, or are they siloed?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

ChurnZero

NOVEMBER 20, 2020

Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. Spot the early “I’m just looking” warning signs of churn by seeing when customers shop around behind your back. Protect your customer base using competitor intel that’s hidden in plain sight.

How To 98

How To NPS Net Promoter Score Sales 98

Forrester's Customer Insights

FEBRUARY 26, 2020

This morning, InMoment announced that it will be acquiring fellow Utah-based customer feedback management (CFM) vendor MaritzCX.

Technology 12

Technology Feedback Customer Base Management 12

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds.

Customer Experience Management 48

Customer Experience Management Customer Journeys Customer Centricity Policies 48

Thematic

SEPTEMBER 24, 2024

You’ll start by choosing an industry AI model and customizing it for your business, so it might take a few weeks to start seeing customer insights. Feedback often comes from your most highly-engaged customers. This can give you a skewed understanding of the broader customer base.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. This can misrepresent the broader customer base.

Survey 312

Survey Banking NPS Effort Score 312

ClearAction

MAY 18, 2017

Investment in VoC can be staggering: several full-time employees to manage it all, subscription to a customer feedback management system for several hundred thousand dollars, analytics subscriptions (text, voice, predictive, social media, loyalty driver uplift, etc.), Think bigger about VoC insight patterns.

ROI 54

ROI Feedback Survey Financial 54

Pointillist

JULY 5, 2019

In this post, I’ll explain how you can raise your voice of customer program to the next level by providing seven powerful ways to supercharge it and make it actionable, so you can maximize the ROI of your VoC investments. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

SurveySensum

DECEMBER 1, 2021

Can’t customize the NPS scoring. NICE Satmetrix is an NPS tool that helps you capture customers’ voices. Plus, you can instantly send surveys using its powerful integration with customer relationship management tools like Salesforce. Medallia Experience Cloud can compute scores and give you customer insights.

NPS 52

NPS Tools Net Promoter Score e-support 52

ProProfs Chat

NOVEMBER 26, 2021

Voice of the customer survey tool such as Qualaroo enables you to instantly track negative feedback and work upon the issues to elevate customer satisfaction. This is a great way to spot problems early and refrain customers from writing negative reviews. Helps in getting to know the customer.

Examples 52

Examples Survey Net Promoter Score Social Media 52

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. This echoes the findings of the Temkin Group – it discovered that only 24% of companies felt they were making changes to their operations based on VoC results.

Customer Insights 66

Customer Insights Social Media ROI Consumers 66

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? If they care this much about their customers you better also, if you want to stand a chance in today’s competitive market.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

DCX

AUGUST 25, 2024

One Size Doesn't Fit All in CX You've just read about an amazing best practice that transformed a company's customer experience. Before you rush to implement it, ask yourself: Does this actually apply to your unique customer base and business model? Make "customer as North Star" a core value.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

DCX

AUGUST 25, 2024

One Size Doesn't Fit All in CX You've just read about an amazing best practice that transformed a company's customer experience. Before you rush to implement it, ask yourself: Does this actually apply to your unique customer base and business model? Make "customer as North Star" a core value.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52