InMoment XI

AUGUST 3, 2023

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. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences.

Analytics 488

Analytics Customer Insights Data Social Media 488

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Beyond Philosophy

DECEMBER 5, 2017

. • Commitment to the customers – Commitment to understanding customer needs, and to performing in a manner which provides customers with optimal experiences and relationships, as well as delivering the highest level of product and/or service value. We’ve seen employee surveys where there are no customer-related value elements.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Hero Digital

OCTOBER 5, 2019

You need to ask the right people the right questions—that includes customers who had great experiences with your products and customers who had bad experiences with your products. Online Surveys. Other resources such as Google Surveys make it easy to target specific audiences and quickly do on-the-fly market research.

B2B 40

B2B Touchpoint Multi-Channel Strategy 40

Daniel Group

AUGUST 15, 2014

Gathering the voice of the customer and prospective customers through interviews, surveys, and observation is an essential step in designing effective customer experiences. This now includes capturing what your customers are saying online and on social media. What are they telling me they need… .

B2B 55

B2B Customer Experience Management Customer Experience Management 55

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. Content may be of many different types – blog posts, videos, white papers, case studies, and more.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45