Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way.

Ecommerce 109

Ecommerce Survey Retail NPS 109

ECXO

OCTOBER 27, 2024

By analyzing churn in conjunction with Customer Experience (CX) metrics—such as customer feedback or satisfaction scores—companies can understand the specific reasons why customers are leaving. Reducing churn is crucial for stabilizing revenue and improving overall business health.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

PeopleMetrics

FEBRUARY 18, 2025

Theres been plenty of talk about the death of surveys, but lets be clearsurveys are far from dead! I am sure many of you can appreciate this given the number of surveys you probably receive on a weekly or even daily basis. Surveys are evolving into smarter, more dynamic tools for capturing customer feedback.

Survey 104

Survey Analysis Culture Feedback 104

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

GetFeedback

APRIL 3, 2019

The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience. As YETI’s popularity grew, their customer base increased along with it. How does feedback play a role at YETI?

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

InMoment XI

MARCH 24, 2025

Customer surveys are a mainstay in most consumer-facing industries for good reason. They provide powerful insights into customer sentiment, buying behavior, and much more, all for a relatively small investment. One frequent topic of debate among multi-location businesses is how to set up a customer survey program.

Survey 195

Survey Culture Feedback Customer Satisfaction 195

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

GetFeedback

AUGUST 3, 2018

The point of sale is an incredibly important time for retailers to engage their customers. However, most are stuck using outdated feedback methods (think receipt questionnaires and kiosk surveys) designed to collect mass feedback rather than reveal key customer experience issues. They’re impersonal and generic.

Survey 199

Survey Sales Retail Social Media 199

InMoment XI

NOVEMBER 18, 2024

Improved Customer Retention It is no secret that retaining customers is more cost-effective than acquiring new ones. By analyzing customer behavior, you can identify factors that lead to churn, such as delayed purchases, disengagement, or negative feedback.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Retently

JANUARY 13, 2025

Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively. Ease of Survey Creation Nobody has time to wrestle with clunky software, and your customers wont appreciate confusing surveys either.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. Survey tools can help you to aggregate valuable information through email, chat, social media, and more. But while collecting survey feedback is simple, the real value is in actioning that feedback.

Survey 150

Survey Feedback How To Net Promoter Score 150

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. How to combat customer churn & boost customer retention. Ask your customers for feedback.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ECXO

DECEMBER 25, 2024

But meeting these expectations effectively requires companies to truly listen to their customersa fundamental pillar of excellent customer experience. 153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop?

Feedback 195

Feedback How To NPS Customer Centricity 195

InMoment XI

NOVEMBER 26, 2024

Creating a customer journey map is a detailed process that often involves collaboration from multiple departments, so outlining what you hope to learn as a result of the customer journey map will make sure the efforts are well spent. You might have already created these as part of your customer experience strategy.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

JUNE 22, 2022

Microsurveys are the key to gaining the customer feedback you need to power your CX program, and many of these surveys are sent via email. The first step to receiving that survey feedback is getting your customer to open your email. . 47% of recipients decide to open an email based only on the subject line.

Survey 195

Survey Net Promoter Score How To Effort Score 195

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. They include: Survey: The industry’s first WCAG 2.0

Analytics 74

Analytics Feedback Report Industry 74

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

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend.

Survey 186

Survey Customer Service Engagement Customers 186

InMoment XI

JANUARY 9, 2024

By utilizing the in-app customer feedback software tool, Hootsuite can prioritize CX improvements that will have the most business impact and has been able to triple its Net Promoter Score. Software company PandaDoc uses multiple surveys to monitor customer sentiment and improve product experience. Support and service.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

QuestionPro Audience

JUNE 23, 2022

The audience survey is conducted using a variety of methods, including in-person, over the phone, via email, or over the Internet. The most common method is online surveys. What is an audience survey? How to conduct an audience survey. Audience survey Examples.

Survey 195

Survey Groups Case Study Study 195

InMoment XI

SEPTEMBER 21, 2023

Online reputation management is the process of actively monitoring and influencing the way your business is perceived by your customers and the general public. This team should ideally consist of individuals with expertise in social media management, customer service, and public relations. Sounds like a lot, right?

Management 368

Management Social Media Feedback Voice of Customer 368

ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. The company dismissed it as a fluke, blaming overly picky customers. Loyal Customers Begin to Leave For years, Apex had a loyal customer base who swore by their gadgets. Thanks for nothing, @ApexGadgets.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Lumoa

SEPTEMBER 10, 2018

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. Sometimes they have a long history of doing surveys and they want to continue that to keep the results comparable. Naturally, long surveys won’t work here.

Feedback 170

Feedback Survey Hospitality Social Media 170

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Analytics 366

Analytics Customer Insights Data Social Media 366

GetFeedback

FEBRUARY 15, 2019

What are your organization’s values and how can they drive the company’s decisions and actions when it comes to its customers? Understand your customer base and target audience. The next step is to understand your customers. Obtain customer feedback. Focus on team training and development.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

ECXO

DECEMBER 4, 2024

SaaS Companies – SaaS customer success teams often interact with their clients virtually through emails, video calls, or in-app messages. This interaction can be scaled using automation tools and AI, making it easier to manage a larger customer base. It helps gauge customer sentiment and identify areas for improvement.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InteractionMetrics

APRIL 10, 2025

An even bigger question: do they actually know which types of customer satisfaction surveys best match their goals? When most people talk about different survey types, they focus on delivery formats: online surveys, phone surveys, mail surveys, or paper forms. Lets start with the basics.

Survey 40

Survey Customer Satisfaction Net Promoter Score Effort Score 40

GetFeedback

JUNE 16, 2019

Staying competitive in business today requires meeting and exceeding customer expectations. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . This way, you tailor the questionnaire to each individual customer and get the most meaningful answers.

Survey 276

Survey CRM Tips Feedback 276

SurveySensum

JANUARY 27, 2025

Ludwig Wittgenstein Just using Englishor any one languagefor your surveys isnt enough to open the door to true connection. With over 6,500 languages spoken worldwide, relying on a single language for your surveys means missing out on truly understanding your audience. Multilingual surveys. What Is a Multilingual Survey?

Survey 52

Survey Customer Insights Customers Culture 52

InMoment XI

SEPTEMBER 29, 2022

For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions.

Banking 370

Banking Retail Data Omni-Channel 370

Alida

JANUARY 27, 2022

And the only way to get that information is to increase customer feedback and uncover customer truth, which requires intimate knowledge of their likes, dislikes, and issues. However, customers are hard to engage, and collecting survey responses that are representative of your entire customer base is easier said than done.

Feedback 130

Feedback Customers Survey Customer Base 130

Retently

APRIL 11, 2023

Below, we’ve explained why measuring customer satisfaction is a long-term process, and how you can leverage Retently and Net Promoter Score® to get an accurate gauge not just of how customers feel about your product but how their thoughts, feelings and feedback change over time.

Net Promoter Score 156

Net Promoter Score Survey NPS Customer Satisfaction 156

Comm100

APRIL 2, 2024

CSAT measures customer satisfaction with a product, service, or a specific interaction. Improving CSAT score is not just about boosting a number; it’s about enhancing the customer experience. This means making feedback opportunities easily accessible across various platforms, including social media, email, and direct surveys.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

Retently

JANUARY 19, 2023

Another reason why product-market fit is essential is that it helps to create a loyal customer base. When a product meets the target market’s needs, customers are likelier to become advocates for the product. First, outline the minimum number of features that will satisfy your customers’ needs and create a prototype.

Measurement 157

Measurement Survey Marketing Effort Score 157

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business. Look for keywords and phrases that indicate specific emotions.

Connections 334

Connections Customer Experience Social Media Analysis 334