Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Lumoa

OCTOBER 12, 2020

This is what makes up the customer feedback loop: gathering insights from customers, circulating those insights across the company to inspire action, then relaying that action to the customer so they can reap the benefits, and receive even more value from the products and services your business provides.

Feedback 195

Feedback How To NPS Customer Centricity 195

Lumoa

AUGUST 23, 2021

Importance of efficient analytics Customer insight platforms, like Lumoa , helps organizations in the process of collecting and analyzing customer feedback to discover valuable insights. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 221

Customer Experience Social Media Video Customers 221

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback How To Social Media B2C 195

Retently

SEPTEMBER 3, 2024

Helpdesk CSAT surveys provide insights into support performance and allow us to make adjustments that enhance customer satisfaction after every interaction. PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features.

B2B 152

B2B NPS Effort Score Survey 152

GetFeedback

FEBRUARY 15, 2019

You’ll want to send out an initial NPS survey early on in the customer relationship. That way, all follow-up NPS surveys can track how customer sentiment changes over time and through each phase of the customer journey. A basic NPS program can provide a great deal of customer insights on its own.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Thematic

MARCH 30, 2025

It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. If done right, it helps create better products, services, and stronger customer relationships. Encourage employees to think “customer first” when making decisions.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage.

Ecommerce 109

Ecommerce Survey Retail NPS 109

NobelBiz

NOVEMBER 6, 2023

Speech Analytics: This tool uses natural language processing to analyze customer-agent interactions, providing insights into customer sentiment and agent performance. This wealth of information provides call center agents with valuable insights that can significantly enhance their interactions with customers.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

NobelBiz

AUGUST 28, 2023

Here’s a quick list of tech solutions that can get you on the right track: Omnichannel Customer Relationship Management (CRM) Systems centralize customer data and interaction history, enabling agents to deliver personalized and context-rich experiences regardless of the channel.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

SurveySensum

AUGUST 22, 2023

Here we’ll explore the power of conducting SaaS customer feedback, leveraging them through the best practices and strategies. All this can lead your SaaS companies to transform customer insights into tangible success. Feedback drives data-backed decisions, aligning your SaaS roadmap with what truly matters.

Feedback 52

Feedback Strategy Net Promoter Score B2B 52

Alida

SEPTEMBER 22, 2016

DEWALT’s award-winning insight community has resulted to savings of over $1 million in study costs this year and close to $6 million since its launch. RELATED STORIES: How DEWALT uses customer insight to accelerate innovation [customer story and video]. Enhance marketing with customer insight.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Retently

FEBRUARY 21, 2024

survey data helps identify effective marketing channels, adapt campaigns for better ROI, and build stronger customer relationships through informed strategy adjustments. Understanding your marketing channels Having a clear understanding of your marketing channels is like having a roadmap to guide your marketing efforts.

Survey 78

Survey Social Media Advertising Analysis 78

SurveySensum

DECEMBER 22, 2022

Let’s deep dive into this and understand how you can use the VOC program to improve customer retention. How can you improve customer retention with VOC program? . Actively listen to your customers. Gather comprehensive customer insights from multiple channels . Launch a customer loyalty program.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Retently

MARCH 18, 2024

Not only do customer service surveys gather valuable feedback, but they also serve as potent market research tools. The captured insights are key in crafting strategies to enhance customer retention. It’s a broader measure than CES or CSAT, reflecting the overall customer relationship and sentiment towards the company.

Survey 119

Survey Customer Service Strategy Effort Score 119

Retently

SEPTEMBER 6, 2018

Because relationship surveys are sent on a scheduled basis and aren’t tied to any specific event, they’re ideal for generating feedback on the strength of the working relationships with your customers. Relationship NPS use general, nonspecific language that doesn’t mention any specific purchase or event.

NPS 66

NPS Net Promoter Score Survey Touchpoint 66

inmoment

JUNE 1, 2020

The global pandemic has led to a shifted relationship between businesses and their customers. Globally, brands have grappled with how to navigate through these turbulent times and emerge with customer relationships intact. These kinds of actionable insights will inform your business roadmap and propel your brand forward.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

DCX

OCTOBER 6, 2024

What’s working: AI is driving tangible benefits, with 71% of respondents seeing improved customer insights, 64% reporting cost reductions, and 53% noting better customer engagement. The primary benefits cited are improved customer insights (71%), cost reductions (64%), and enhanced engagement (53%).

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

What’s working: AI is driving tangible benefits, with 71% of respondents seeing improved customer insights, 64% reporting cost reductions, and 53% noting better customer engagement. The primary benefits cited are improved customer insights (71%), cost reductions (64%), and enhanced engagement (53%).

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

Currency Alliance

JANUARY 18, 2021

Companies will also need to improve the methods they use for capturing it, and – most important – the infrastructures/methods to reliably extract accurate customer insights that improve engagement. Customer Relationship Management (CRM) is essential for a company dedicated to putting the customer at the center of its focus.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

Retently

FEBRUARY 9, 2024

Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g., To gather actionable customer insights, surveys should cover key areas such as product/service satisfaction, customer support experience, pricing perception, and brand loyalty and further be analyzed to drive improvement.

Feedback 92

Feedback Net Promoter Score Effort Score Customer Satisfaction 92

Solvvy

MAY 8, 2019

Thankfully for CX Manager Caroline Nolan, Brooklinen is taking measurable steps to improve customer relationships and is enabling its team to interact with customers in more impactful ways. Maria : The role of Customer Support has been changing from reactive customer service to proactive customer experience over the last decade.

Feedback 48

Feedback Self Service Company Roadmap 48

SurveySensum

AUGUST 3, 2023

24×7 omnichannel customer support Close the feedback loop Bird’s eye view dashboard Fast reporting system Cons A few integration apps are missing (but in the roadmap) Pricing: Pay for the number of responses you want and use all the essential features in a free version.

B2B 52

B2B Software Feedback NPS 52

ChurnZero

JANUARY 17, 2020

On Uncovering Deep Customer Insights . It’s easy to just collect as much data as possible on your customers, and while this may seem like a strong approach, it shouldn’t be the end goal. This could mean that your customer isn’t realizing the full value of your product. . Signs of Declining Health .

Tips 72

Tips Metrics Customer Success Effort Score 72

SurveySparrow

JULY 20, 2023

Every interaction, every click, every purchase, they’re leaving a trail of breadcrumbs known as ‘Customer Experience Insights.’ ’ This isn’t just data; it’s a roadmap to creating a brand that resonates, a service that satisfies, and a product that’s not just bought but loved.

Company 52

Company Customer Experience Social Media Chatbots 52

Retently

MAY 2, 2023

Again, following up with open-ended questions will give additional insights to be implemented in the development process. Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap.

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

SurveySparrow

NOVEMBER 29, 2023

In-depth market research is crucial to identify and respond to changing customer preferences. Companies strive to build lasting customer relationships by prioritizing their needs. Customer-Centric Concept: Building strong customer relationships Prioritizing customer experience and satisfaction to foster brand loyalty.

Consumers 52

Consumers Innovation Loyalty User Experience 52

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Lead CX Analytics and Insights Manager at CenturyLink. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySensum

OCTOBER 4, 2023

An automotive customer feedback tool is software designed to collect, manage, and analyze customer feedback and opinions within the automotive industry. Real-time Analysis Ensure the tool gathers and analyzes customer feedback in real-time and gives you timely alerts.

Automotive 52

Automotive Tools Feedback CRM 52

DCX

JULY 30, 2024

You've likely faced blank stares or resistance when trying to explain why the legal team should care about customer experience or how finance plays a role in customer satisfaction. This guide is your roadmap to winning hearts and minds across your organization. It's time to change that narrative.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

InteractionMetrics

MARCH 20, 2025

Think of great CX software as a truth-teller: it lets you spot friction in real time, personalize interactions, and turn existing customers into die-hard fans. We’ll provide personalized recommendations, compare top contenders, and craft a roadmap that turns your customer experience into a competitive edge. Not exactly.

Software 52

Software Multi-Channel Contact Center Social Media 52

SmartKarrot

AUGUST 17, 2022

Onboard new accounts, understand the customer’s objectives, consult, and educate customers about the most relevant solutions to ensure that their goals are achieved. Collaborate closely with Senior CSMs and the Sales team to establish and build relationships with new and existing customers.

Customer Success 19

Customer Success Roadmap Conference Customer Centricity 19

SmartKarrot

AUGUST 26, 2022

Adopting a data-driven perspective that considers data, analytics, customer insights, and the demands of the business. Creating, developing, and leveraging Head, Director and C-level relationships with customers. Putting in place Success Enablement processes using data and reporting tools.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

Survicate

MAY 24, 2021

CRM integrations: You can feed your survey responses to Intercom, Hubspot, ActiveCampaign, Klaviyo, or any other customer relationship management system to set up automated triggers and follow-up messages. Step #2: Feed customer feedback into your product roadmap. A Survicate customer’s comment shared on a Slack channel.

Feedback 52

Feedback Effort Score Net Promoter Score Survey 52

SmartKarrot

MARCH 16, 2021

Use your customer relationships and know how to bring fresh insights to the product development team. Work closely with the Account Team to ensure a joined up and collaborative approach to delivering QBR’s and managing customer expectations. Monitor at-risk customer behavior and carry out activities to retain them.

Customer Success 10

Customer Success Handbook Case Study Roadmap 10

SmartKarrot

NOVEMBER 5, 2020

Figure out more opportunities for Innovaccer to grow relationships with customers which aligns with customer’s success. Handle customer escalations and ensure appropriate actions are taken to address customer concerns. Monitor at-risk customer behaviour and carry out activities to retain them.

Customer Success 10

Customer Success Case Study Roadmap Customers 10

SmartKarrot

OCTOBER 13, 2023

Given that acquiring a new customer can cost up to five times more than retaining an existing one, it becomes clear that the ROI of a well-crafted onboarding process is substantial. Onboarding lays the foundation for a productive customer relationship.

ROI 10

ROI Analysis Training Feedback 10