Customer Base Customer Voice NPS 
eglobalis
MARCH 30, 2025
[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? This can misrepresent the broader customer base.
GetFeedback
MAY 24, 2019
Net Promoter Score (NPS) is one of the most popular metrics being used in business today. And while NPS has many supporters to sing its praises, there seems to be an equal number of critics who have emerged to decry it, citing a number of reasons why it should be abolished. Myth #1: NPS is not predictive.
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ECXO
MARCH 6, 2025
Modern VoC platforms can categorize feedback by topic and sentiment, helping CX teams to identify the most frequent pain points across the customer base. Such involvement breaks the barrier between company and customer, reinforcing an outside-in perspective. Innovation goes hand-in-hand with continuous improvement.
Retently
MARCH 11, 2025
They optimize every step of the customer journey reducing friction at checkout, improving post-purchase experiences, and ensuring seamless interactions across channels. Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements.
Customer Bliss
DECEMBER 8, 2017
With a company like Airbnb, which has 2 sets of customer bases to appeal to, customer listening becomes more complex. It’s critical to take the time to thoroughly ensure you’re listening to both the service providers and the customers who rely on these hosts so you can develop a map to suit both needs.
Lumoa
FEBRUARY 6, 2018
It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Recognise your business is about the customer and not you. Listen more, understand their pain points, validate ideas and co-create with your customers. How to overcome those challenges?
Thematic
FEBRUARY 12, 2025
In fact, Vodafone New Zealand used text analytics and NLP to analyze feedback from their Touchpoint NPS data. They found out key themes and segmented customers based on specific concerns. Having identified the most pressing issues for different customer groups, Vodafone prioritized improvements and tailored messaging.
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