Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

ProProfs Chat

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback?

Feedback 95

Feedback Survey Customer Satisfaction Effort Score 95

ChurnZero

APRIL 14, 2020

Bottom line, the stronger bond you have with your customers, the better grasp you’ll have on how the world views your business. But first, let’s talk about customer feedback. What is customer feedback? Customer feedback: why should you care? Feedback vs. review. Why feedback is important.

Feedback 81

Feedback Net Promoter Score Loyalty Programs NPS 81

Thematic

FEBRUARY 12, 2025

The answer could be hidden in your customer feedback. 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. Negative feedback doesn’t have to spell disaster, either.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

GetFeedback

MAY 24, 2019

The next step is to mine the data to learn from customers, follow up with them, and make improvements. In this way, NPS is an important microphone for customer voices and a tool to drive business action. Trends will naturally emerge, and feedback can be put into categories.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

Retently

AUGUST 9, 2018

We’ve just mentioned that VoC research can help you enhance your products and services to make sure they better meet your customers’ needs. However, let’s go a little deeper, and look into the benefits of collecting, analyzing, and acting on customer feedback: 1. Gather and Analyze All Customer Feedback.

Feedback 87

Feedback CEM Net Promoter Score Social Media 87

Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. So, what should we expect in the nearest future? Read the full answers here below.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Kustomer

AUGUST 19, 2021

In order to thrive, businesses must understand customer needs on a personal level. This can be achieved by keeping track of customer feedback, analyzing the feedback and using insights to anticipate what they will require in the future. What Is Voice of the Customer? Gather Feedback. Take Action.

Social Media 98

Social Media Voice of Customer Analysis Advertising 98

ChurnZero

SEPTEMBER 23, 2020

We believe that Customer Success teams are uniquely positioned to step up and provide business continuity to customers as well as tend to and protect their customer bases, so their organizations can survive, and we are proud to empower CS teams to do just that with our solutions and resources.”

B2B 98

B2B Healthcare Touchpoint Customer Voice 98

SurveySensum

JANUARY 27, 2025

A multilingual survey is designed to gather feedback from diverse audiences by offering the questionnaire in multiple languages. Think of it as a tool that speaks your audiences languageliterally and figurativelybreaking down communication barriers and inviting genuine, thoughtful feedback from every corner of the globe.

Survey 52

Survey Customer Insights Customers Culture 52

BirdEye

JULY 5, 2023

Relationship marketing is the strategy of cultivating meaningful relationships with customers to ensure long-term satisfaction and brand loyalty. This strategy uses online and offline communication channels for your business to build stronger relationships with your customer base. Why does relationship marketing work?

Examples 98

Examples Strategy Marketing Social Media 98

ChurnZero

NOVEMBER 20, 2020

During our webinar with G2, we shared how modern Customer Success teams maximize insights from customer reviews to drive recurring revenue, including how to: Know when a customer is most primed to leave a raving review – and how to perfectly time your ask. Speakers: Andrew Ledet , Director of Customer Success, G2.

How To 98

How To NPS Net Promoter Score Sales 98

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

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)? Many organizations believe that by gathering feedback and executing surveys, they have a VOC program in place. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Gainsight

OCTOBER 3, 2024

Plus, even if organizations had the resources to spend on headcount, throwing more people at their customer success problems simply doesn’t scale well. As businesses expand and customer bases grow, relying solely on traditional, high-touch customer success models becomes increasingly unsustainable.

Self Service 52

Self Service Customer Success Strategy Wait Times 52

Gainsight

OCTOBER 3, 2024

Plus, even if organizations had the resources to spend on headcount, throwing more people at their customer success problems simply doesn’t scale well. As businesses expand and customer bases grow, relying solely on traditional, high-touch customer success models becomes increasingly unsustainable.

Self Service 52

Self Service Customer Success Strategy Wait Times 52

Help Scout

AUGUST 31, 2021

Section 2: Key responsibilities Outline the core work that the successful candidate will perform, especially covering any specific tasks that may be different from what candidates expect — e.g., a language requirement, working outside of normal business hours, or more technical knowledge than a basic customer support role requires.

Examples 96

Examples Social Media Customers Customer Service Representative 96

Eptica

NOVEMBER 7, 2018

How can brands transform this and get real business value from the Voice of the Customer? Based on our experience we see three areas to focus on: 1. Understand all interactions all along the customer journey Many VoC programs still rely heavily on customers filling in surveys sent by the company. The result?

Customer Insights 66

Customer Insights Social Media ROI Consumers 66

Thematic

SEPTEMBER 24, 2024

In today’s competitive market, understanding what your customers think and feel is everything. That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

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

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. Customer surveys, deep dives into customer service contacts, and conversations with key customers are great ways to fuel continuous improvement.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

SurveySparrow

MARCH 21, 2022

True to its name, a voice of the customer survey is a proactive and consistent approach to capture your customers’ needs, expectations, preferences, and experiences. It extracts feedback from your customer base to reveal what they like, dislike, and need improvement when it comes to your product or service offerings.

Survey 52

Survey Net Promoter Score Voice of Customer Effort Score 52

ChurnZero

FEBRUARY 26, 2021

Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. What’s worked for us is to avoid anecdotal feedback, piecemeal conversations, and wanting to share customer feedback as soon as it’s received.”.

Customer Success 59

Customer Success Company Management Roadmap 59

Confirmit

SEPTEMBER 9, 2018

Here are just a few of the Voice of the Customer examples you’ll find: Bupa Global was able to take insight gathered from its program has allowed it to redefine its business proposition to address the key drivers of customer satisfaction and boost customer retention. in just six months.

Insurance 40

Insurance Return on Investment Case Study Policies 40

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

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? The Temkin report also showed significant advantages among VoC programs that are at the Transfomer and Collaborator (tailoring customer feedback to stakeholders who are diligently engaged in continuous improvement) levels.

ROI 54

ROI Feedback Survey Financial 54

ClearAction

OCTOBER 1, 2018

Apply customer lifetime value to customer intelligence and you’ll prioritize, motivate and sustain internal engagement in improvement and innovation efforts that your whole customer base will reward. This is what moves the CXM ROI needle: earn customers’ trust by aligning your company to CX insights.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

CX Journey

JANUARY 22, 2016

Your mainstream consists of your established customers, best employees, and biggest competitors. Success is defined by growing your customer base and having competitors imitate what you're doing. He says every company has a mainstream and an edge. The mainstream is all about today.

Innovation 80

Innovation Company Voice of Customer Meeting 80

Stella Connect

APRIL 19, 2017

Imagine a response rate to customer feedback requests of 30% or more. With data that’s far more representative of your customer base as a whole, you could draw meaningful conclusions about your customers’ preferences and your agents’ performance. The post Voice of the Customer (VoC): Is Your Brand Flying Blind?

Brands 40

Brands Contact Center Feedback Survey 40

Second to None

FEBRUARY 1, 2019

As the saying goes, a happy customer is a repeat customer. Furthermore, a happy customer is more likely to refer their family and friends. Referrals play a crucial role in the growth of a company’s customer base.

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82

ProProfs Chat

NOVEMBER 26, 2021

Hence, via VoC programs, you can understand the needs and aspirations of your customers, fulfill them in time, and make them buy from your brand consistently. Minimize negative feedback. 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

SurveySensum

DECEMBER 1, 2021

It should also feature integrations to incorporate NPS scores and feedback into your existing platforms. SurveySensum is a powerful NPS survey tool that helps you make customer feedback actionable. AskNicely can integrate your CRM to trigger any feedback requests. It has innovative branding and customization options.

NPS 52

NPS Net Promoter Score Tools e-support 52

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Happy or Not

NOVEMBER 1, 2023

NPS offers valuable insights into your customer base’s long-term loyalty and can help you identify areas for improvement, driving growth and customer satisfaction. An important consideration to understand when using NPS is that it focuses on surveying existing customers only. ” using an 11-point scale.

Net Promoter Score 36

Net Promoter Score NPS Effort Score Customer Satisfaction 36

Confirmit

MAY 29, 2018

Text analytics, through solutions like Confirmit Genius , can make sense of these verbatims and point you in the right direction when it comes to prioritizing actions based on customer feedback. NPS helps you to measure the following: The loyalty of your customer. Your position against your competition. And much more.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40

ClearAction

AUGUST 29, 2015

Omni-channel First Contact Resolution (FCR) is a widespread goal of most customer care groups, regardless of whether the customer called, emailed, texted, posted, or engaged in a service chat or self-service. Retained customers may or may not offset the investment.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

SmartKarrot

JULY 28, 2020

To understand the deeper nuances of your business, you need to consider your customer’s perspectives too. Voice of Customer aims exactly at that. It is a term businesses use to gather the customer’s opinions, feedback and comments on the services and products they offer. Importance of Voice of Customer.

Voice of Customer 10

Voice of Customer Omni-Channel Net Promoter Score Social Media 10