Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

ECXO

JULY 29, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Companies use several methods to gather data and understand their customers: Voice of Customer (VOC) Programs : Capturing customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

GetFeedback

MAY 9, 2019

Customer experience management (CXM) is the process of designing and optimizing customer interactions to meet or exceed customer expectations. What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

SurveySensum

JANUARY 27, 2025

This isnt just about gathering responsesits about gathering the right responses, in the language that best represents the customers voice. Multilingual surveys are no longer just an option for businesses with international reachtheyre essential for capturing accurate, actionable insights from a diverse customer base.

Survey 52

Survey Customer Insights Customers Culture 52

Lumoa

JULY 10, 2018

Companies receive real time feedback in massive volumes, if they only start listening to their customers. Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. The people driving customer experience improvements are not always able to quantify the improvements in monetary terms.

ROI 284

ROI Customer Experience NPS Financial 284

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Customer Support Teams Ensuring issues are resolved quickly and with a personal touch. What common questions might customers have?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

GetFeedback

MAY 24, 2019

When done right, it’s an extremely valuable source of customer insight. The next step is to mine the data to learn from customers, follow up with them, and make improvements. In this way, NPS is an important microphone for customer voices and a tool to drive business action.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

Thematic

OCTOBER 30, 2024

What is voice of the customer? Voice of the customer (VoC) involves collecting and analyzing customer feedback about their experiences, needs, and preferences regarding your products, services, or brand. This leads to increased customer satisfaction, loyalty, and retention.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

NOVEMBER 29, 2021

Companies receive real-time feedback in massive volumes if they only start listening to their customers. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Our customer satisfaction increases – so what? Does it increase our revenue or profit?

ROI 243

ROI Customer Experience NPS Financial 243

CX Journey

AUGUST 29, 2014

But I challenge in response: How dare YOU withhold valuable insights from your partners solicited from your joint customer base. Leverage customer insights among your partner base to improve the customer experience and resist holding secrets.

Net Promoter Score 160

Net Promoter Score Voice of Customer Customer Journeys Feedback 160

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Research carried out for Eptica by Engage Business Media found that 78% of companies measure customer satisfaction, and that over a third (36%) have a full VoC system in place.

Customer Insights 66

Customer Insights Social Media ROI Consumers 66

Thematic

FEBRUARY 12, 2025

With text analytics marketing, you can analyze feedback from sources such as social media and surveys to uncover valuable customer insights—helping you create campaigns that truly resonate. Having identified the most pressing issues for different customer groups, Vodafone prioritized improvements and tailored messaging.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

Customer Bliss

APRIL 27, 2018

Are some measuring customer satisfaction, some measuring customer effort scores, and some measuring NPS? Know the options available to gain customer insight in addition to customer surveys. For example, is “humanizing” research part of your effort to understand customers’ lives?

Effort Score 181

Effort Score Survey Social Media Customer Journeys 181

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” Reaping the Rewards of Voice of the Customer Excellence.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

InMoment XI

SEPTEMBER 5, 2024

With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base. The only way to do this is by listening to what your customers are saying, which is referred to as the Voice of the Customer.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Lumoa

APRIL 28, 2024

Now, every employee can ask relevant questions and receive detailed, real-time answers directly from customer voices, no matter where the feedback is given. Lumoa also launched ‘ Ask Lumoa ‘ where you can simply ask the AI any questions and get insights based on your data.

Self Service 195

Self Service Customer Journeys Feedback Multi-Channel 195

Thematic

NOVEMBER 14, 2024

What is Customer Sentiment? Customer sentiment refers to the feelings, emotions and attitudes customers have about a particular organization or their products and services. What is Customer Sentiment Analysis? Building Brand Loyalty When customers are happy and feel valued, they are more likely to stick with your brand.

How To 62

How To Net Promoter Score Analysis Social Media 62

SurveySparrow

JULY 27, 2023

This is where the voice of the customer (VOC) comes in. It’s all about capturing and analyzing insights to gain a competitive edge and enhance customer satisfaction. To effectively capture and utilize customer insights, a structured process needs to be in place. Intriguing, right?

Social Media 52

Social Media Net Promoter Score Customer Centricity Customer Voice 52

Thematic

JUNE 17, 2024

💡 Thematic Pro Tip: Analyze customer complaints with Thematic to quickly identify common issues and their root causes. Use these insights to prioritize improvements that have the biggest impact on customer satisfaction and loyalty. Communicating the relevance of VOC to different teams is also essential. "If

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

ChurnZero

NOVEMBER 20, 2020

Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. Q: When should you use Customer Satisfaction Score (CSAT) versus Net Promoter Score ® (NPS)? CSAT is specifically around customer satisfaction. I see this used most with tickets.

How To 98

How To NPS Net Promoter Score Sales 98

SurveySensum

MAY 2, 2024

It’s a dynamic process where customer insights aren’t just collected. It’s a continuous conversation where companies, like maestros, listen to the orchestra of customer voices and orchestrate a symphony of action, communication, and, ultimately, satisfaction. ” The result?

Examples 52

Examples Customer Service Social Media Loyalty 52

ChurnZero

MAY 20, 2021

You don’t know why your customers churn. In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. Common Pitfalls.

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

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. I'll break down customer centricity for each department, giving you the language and examples you need to make your case effectively.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Playvox

SEPTEMBER 30, 2022

You’re probably using tags to track customer feedback, but without the right reporting, you might find yourself struggling to gather customer insights from the wealth of unstructured data and present them in a way that shows their effect on the business. What are they unhappy about? What do they like most?

Contact Center 67

Contact Center eBook Report Tips 67

Thematic

SEPTEMBER 24, 2024

By understanding what customers love, and what frustrates them, businesses can prioritize the most important features in their development pipelines. This leads to more successful product launches, better customer satisfaction, and ultimately, higher profits. In the example below 61.2%

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? Only this will allow your organization to be wholly customer centric with a focus on increasing customer satisfaction.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Happy or Not

MARCH 5, 2024

Here’s what we’ll cover: Harnessing customer insights Kiosk vs. Online HappyOrNot Kiosk Setup Making the Right Choice What’s a kiosk survey? Kiosk surveys allow you to gather real-time customer satisfaction data in real time, on location – just when and where the customer experience takes place.

Survey 36

Survey How To Feedback Customer Satisfaction 36

ProProfs Chat

NOVEMBER 26, 2021

What is the Voice of Customer Survey? Voice of customer survey is a key aspect of the VoC program that helps you understand your customers and propose effective actions to improve customer satisfaction, retain existing customers , and attract new leads. Helps in getting to know the customer.

Examples 52

Examples Survey Net Promoter Score Social Media 52

Wootric CX Blog

MARCH 18, 2021

Customer Satisfaction Score (CSAT). The CSAT asks customers how satisfied they were with a recent interaction, like a support call. Customer insights through machine learning. The most insightful input from customers comes in the free-text portion of your surveys.

Net Promoter Score 52

Net Promoter Score Effort Score How To NPS 52

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds.

Customer Experience Management 48

Customer Experience Management Customer Journeys Customer Centricity Policies 48

Pointillist

JULY 5, 2019

In this post, I’ll explain how you can raise your voice of customer program to the next level by providing seven powerful ways to supercharge it and make it actionable, so you can maximize the ROI of your VoC investments. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

SurveySensum

DECEMBER 1, 2021

Can’t customize the NPS scoring. NICE Satmetrix is an NPS tool that helps you capture customers’ voices. Plus, you can instantly send surveys using its powerful integration with customer relationship management tools like Salesforce. Medallia Experience Cloud can compute scores and give you customer insights.

NPS 52

NPS Tools Net Promoter Score e-support 52

Verint

AUGUST 22, 2017

Even more importantly, a significant customer pain was eliminated that could expose the bank to potential churn and long-term revenue loss. Many opportunities like this typically surface when voice of the customer insights are used to identify back-office processes that impact the customer experience.

Banking 31

Banking Contact Center Analytics Customers 31

SmartKarrot

AUGUST 22, 2022

VOC helps businesses understand consumers’ real needs and desires to make decisions about product development, marketing campaigns, and other business initiatives based on real customer insights rather than guesswork. Voice of the Customer (VOC) is a critical component of any marketing strategy.

Examples 10

Examples Tools Social Media Banking 10

SurveySensum

JANUARY 13, 2025

With omnichannel feedback, all these insights connect seamlessly. This helps you hear the customers voice, loud and clear, at every touchpointbecause when you understand their entire experience, you can truly deliver what they need. Share stories and updates about how customer feedback has led to tangible changes.

Omni-Channel 52

Omni-Channel Feedback Customer Insights Social Media 52