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

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience? Software company PandaDoc uses multiple surveys to monitor customer sentiment and improve product experience.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

GetFeedback

DECEMBER 21, 2018

It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Lumoa

APRIL 3, 2018

That time, customer experience management was still unknown to the most of the business doers. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. When to ask feedback? The question is, how can you measure it?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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. It pinpoints friction points that might otherwise go unnoticed, making it an invaluable metric for improving the customer journey.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Not always, but often.

ROI 284

ROI Customer Experience NPS Financial 284

Lumoa

JUNE 19, 2018

1: Address the feedback quickly It shouldn’t come as a surprise that the more efficient your team is in solving the customer’s issue, the more satisfied the customer will be. That’s exactly what was found out in the recent study by Zendesk : a faster response rate correlates with the higher customer satisfaction.

Feedback 150

Feedback NPS Multi-Channel Travel 150

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score.

Analytics 285

Analytics NPS Financial Analysis 285

Lumoa

APRIL 24, 2018

I would NEVER rely on NPS as the only measurement of customer perception." Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Tracking feedback of any kind helps leaders recognize when things are going well and when they are not. Peter Lavers Customer Experience and CRM Expert.

System 317

System Effort Score NPS Net Promoter Score 317

Lumoa

NOVEMBER 29, 2021

Most business leaders believe that customer experience will be the key driver of their company’s competitiveness going forward. However, when it comes to actual customer experience management , things get difficult. It is not too difficult to listen to the customer. Ask your customers!

ROI 243

ROI Customer Experience NPS Financial 243

InMoment XI

AUGUST 9, 2024

Customer experience programs refer to an organization’s ongoing efforts to listen to and collect customer feedback , measure customer perceptions of their experiences, and ultimately improve those experiences to encourage positive brand perception and business growth.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

InMoment XI

OCTOBER 24, 2024

By succeeding in customer engagement, you have a better chance of keeping your customers coming back. Competitive Advantage While most companies claim to be customer-obsessed, a recent study showed that only 15% are actually customer-obsessed, meaning their business is focused on growing by delivering value to their customers.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

GetFeedback

AUGUST 14, 2019

Pay attention to those clues to really zero in on what expectations customers have. Invite them into the feedback loop by sharing the complaints and comments they hear from customers. For more on collecting and taking action on customer feedback, check out our free Voice of the Customer (VoC) guide.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Long-term actions are based on the analytics results of the customer feedback. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

BirdEye

MARCH 6, 2025

Online presence management is even more critical for businesses with multiple locations, such as restaurants, retailers, or service providers. Each location needs to appear accurately across platforms, respond to local customer feedback, and optimize for local SEO to drive real-world visits.

Tips 85

Tips Tools Social Media Multi-Channel 85

InMoment XI

FEBRUARY 12, 2024

Integrated customer experience revolves around breaking down data silos and consolidating customer data from diverse sources into a unified and accessible repository. The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Despite customers being the lifeblood of every business, here we are in 2021 and way too many businesses still look at customers as a cost centre as opposed to a profit centre. “ “ Who should read it?

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Retently

DECEMBER 10, 2024

This ensures survey data flows smoothly into your broader customer data ecosystem for a fuller understanding of customer behavior and feedback. Each of these will help you select a survey tool that fits your needs and drives meaningful customer feedback. Pricing : Cost-effectiveness is essential, but so is value.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

BirdEye

JULY 24, 2023

Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. Further, Barclay estimates that optimizing for the feedback economy could yield a $3.2 All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities.

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

inQuba

MARCH 28, 2025

Have you thought about the effectiveness of traditional customer experience (CX) programs versus the emerging field of customer journey management? Traditional CX, often centred around feedback and surveys, is a subset of a broader customer-centric journey analytics and orchestration program.

Customer Journeys 52

Customer Journeys Management Analytics ROI 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customers who stay longer with your brand also spend more with your brand. Loyal customers are more valuable to your brand. 70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini. Customer referrals lead to immediate returns.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

BirdEye

NOVEMBER 5, 2024

A recent Birdeye study reveals that consumers check online reviews 68% of the time before choosing a local business, and more than half of them read at least five reviews before deciding. Google only allows reviews from verified customers, meaning users must have purchased a product or service directly from the company.

Policies 98

Policies Guidelines Social Media System 98

Lumoa

APRIL 28, 2020

A study done by Google found that 40% of customers will leave a page that takes longer than three seconds to load. The same study found that 59% of mobile users have a more positive feeling about companies whose mobile sites or apps allowed them to make purchases faster.

Self Service 195

Self Service Customer Journeys Customer Experience Omni-Channel 195

BirdEye

AUGUST 28, 2020

Their secret: customer feedback. In this guide, we’ll explore the following: Why customer feedback is so crucial How you can get started with a winning customer feedback process How you can identify and fix operations issues. 3 reasons why customer feedback is your competitive advantage.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . In CustomerThink’s recent CX study, 77% of respondents reported developing a CJM as part of their CX initiative. I’ll discuss personas in more detail below.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Michel Falcon Experience

APRIL 3, 2019

In all my years of focusing on customer experience management, there is one practice that stands out amongst them all…customer journey mapping! How customer journey mapping will improve your operational strategy. ? And green are the interactions that your customers absolutely love you for.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Thematic

FEBRUARY 2, 2025

For example: Are customers satisfied with your new product? What recurring issues are customers mentioning in their feedback? How can customer feedback help reduce churn? To boost sales, analyze customer feedback to refine product features or improve the customer journey.

Analytics 62

Analytics Tools Case Study How To 62

Lumoa

MAY 19, 2020

A study by Acquia found that while 82% of marketers feel that they deliver a positive customer experience, only 10% of customers agree with that sentiment. Many people in your position feel like they face an uphill battle when trying to justify a customer experience program to a CEO.

How To 243

How To Multi-Channel Return on Investment Study 243

SurveySensum

AUGUST 30, 2024

According to a recent study, banks could expect to experience a 27.5% growth rate simply by increasing their customer experience by 10%. So, let’s explore best practices and strategies to improve customer experience management in financial services. Why is CX so Important in Financial Services?

Customer Experience Management 52

Customer Experience Management Financial Self Service Strategy 52

Lumoa

AUGUST 3, 2021

In fact, it’s common to see customers report very high satisfaction with specific channels and touchpoints, yet low satisfaction with the overall experience. This inconsistent feedback can be confusing. How can you improve the customer experience if it’s not clear what customers are frustrated with?

Customer Journeys 243

Customer Journeys Customer Experience Touchpoint Customers 243

Thematic

FEBRUARY 24, 2025

What if you could anticipate your customers’ needs before they even tell you? That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Experience Investigators by 360Connext

JANUARY 23, 2024

Happy Employees, Happy Customers Cheerful Teams Win : There’s a direct link between happy employees and happy customers. A Gallup study found companies with engaged employees see 20% higher sales and 21% higher profitability. Now that even more organizations ask for feedback, customers want to know their feedback matters.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

NobelBiz

MARCH 12, 2024

Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Table of Contents What is Unified Customer Experience Management?

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

GetFeedback

OCTOBER 4, 2019

And no matter how well you think you know your customers, being inside the organization makes you susceptible to the echo chamber effect, where everyone (including your competitors) only see things from the same perspective and very soon you and your customers are on completely different plains. How to collect survey data .

Survey 150

Survey Data Competitive Advantage Touchpoint 150