Thematic

OCTOBER 30, 2024

This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. Customer reviews : Customer reviews on websites, apps, or social media can provide valuable feedback on products and services, highlighting areas for improvement.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. They help teams track impact over time and avoid decisions based on gut feel. The result?

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

MARCH 26, 2025

after purchase, after customer service resolution). Here are few of the places where you can get customer feedback from: Surveys – NPS , CSAT, and CES surveys provide structured, scalable insights across your customer base. How do we measure the success of a customer feedback loop?

Feedback 62

Feedback Social Media Analysis Survey 62

Gainsight

JULY 6, 2021

Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base. We suggest several aspects of best practices for companies when they are first starting their Customer Success Journey. Gainsight Sightline Vault.

Handbook 73

Handbook Customer Success Customer Base Technology 73

Survicate

MARCH 20, 2019

We took those phrases and made them part of our employee handbooks and marketing. Run NPS surveys. “ Listen to your customers, otherwise, you will have none ” says Zach Hendrix, Co-Founder of GreenPal. He says NPS surveys were a true game-changer for their company, most accurately described as the “Uber for Lawn Care”.

Tips 85

Tips Customer Centricity Social Media Insurance 85

ProProfs Chat

SEPTEMBER 20, 2019

To make customer service worse, British Airways replied something straight out of things that you should never say on “Twitter handbook” . This reply from the airline operator raises the question – “why its customer service was available on Twitter only for limited hours, while the airline operated 24/7?”.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

SurveySensum

JULY 14, 2020

She is now Chief Customer Officer at ClearAction Continuum. She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. She led CX company-wide for 11 years at Applied Materials.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132