ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

SurveySensum

JANUARY 27, 2025

Every unclear word, every ambiguous phrase gets chipped away at the accuracy of your data. Worse, it skews the insights youre banking on to make decisions. This isnt just about gathering responsesits about gathering the right responses, in the language that best represents the customers voice. The solution?

Survey 52

Survey Customer Insights Customers Culture 52

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

Lumoa

JUNE 30, 2022

The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Lack of good data.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

Lumoa

FEBRUARY 9, 2023

Share data and results of the customer experience analytics in an easy-to-use tool. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

GetFeedback

MAY 9, 2019

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. What are the customer experience maturity levels? At this level, you’re also working on developing a customer experience strategy.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

Lumoa

FEBRUARY 6, 2018

To overcome these challenges: treat customer experience excellence as a context for every job role company-wide, foster true outside-in perspectives: not how can more customers recommend us, but how can we be flexible toward empowering our primary customer segment’s priorities?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

GetFeedback

MAY 24, 2019

When done right, it’s an extremely valuable source of customer insight. The best bet is to think through when a survey would make sense from the customer’s perspective. Long story short, sending at the wrong time can lead to vague and unactionable data. Not asking for details. A score on its own doesn’t reveal much.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

Customer Bliss

APRIL 27, 2018

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data. When was it last completed?

Effort Score 181

Effort Score Survey Social Media Customer Journeys 181

CloudCherry

JANUARY 22, 2020

Ignoring the voice of the employee (VoE). Focusing entirely on data collection but no analysis. Struggling with siloed data. Not Acting on Insights. Failure to translate insights into action. Not Monitoring Changes in Customer Perception. But voice of the customer data can also come in real-time.

How To 243

How To Social Media Analysis Feedback 243

ShepHyken

DECEMBER 27, 2022

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale.

Healthcare 128

Healthcare Customer Centricity Customer Voice Employee Engagement 128

Lumoa

APRIL 28, 2024

At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Lumoa turns the traditional approach upside down.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

ECXO

MAY 16, 2024

Leaders play a central role in clarifying this relationship and demonstrating how everyone contributes to the whole, inspiring employees to actively improve the customer experience, resulting in a more customer-centered organizational culture.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

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. Don’t just trust what the industry benchmarks say but test the linkage yourself with your own data.

ROI 284

ROI Customer Experience NPS Financial 284

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

CloudCherry

JANUARY 21, 2020

As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The most recent Temkin VoC data reveals that 13% of companies collaborate on VoC insights throughout the organization. Employees at every level expect to listen to and learn from customers often.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

InMoment XI

DECEMBER 29, 2022

It’s exciting to look back and highlight the InMoment Acquisition of ReviewTrackers, an award-winning customer review management software company! InMoment is the first experience company to extend customer insights, analytics, and action across the complete customer lifecycle.

Analytics 195

Analytics B2B Guidelines Software 195

CX Journey

AUGUST 29, 2014

Share VoP and VoC insights with Partners During a recent onsite, a client shared with me the dashboards he shares with his partners. The field vendors servicing this company’s clients have access to Voice of Customer data and insights through a login to my company’s portal. Sadly, if you answer is “no way!”

Net Promoter Score 160

Net Promoter Score Voice of Customer Customer Journeys Feedback 160

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

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. In fact, Vodafone New Zealand used text analytics and NLP to analyze feedback from their Touchpoint NPS data.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

Lumoa

MARCH 10, 2022

Customer feedback is what your customers are telling you about your product. That seems obvious, but it’s easy to fall into the trap of thinking customer feedback is just a measurable score.   Your customers aren’t numbers or data, they’re people. It’s how you listen in to hear what they’re thinking. 

Feedback 221

Feedback Marketing Social Media Effort Score 221

Lumoa

MARCH 20, 2018

Share data and results of the customer experience analytics in an easy to use tool. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Do you see what drives customer satisfaction?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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. Don’t just trust what the industry benchmarks say but test the linkage yourself with your own data.

ROI 243

ROI Customer Experience NPS Financial 243

CX Journey

JUNE 22, 2017

Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions.

Customer Journeys 146

Customer Journeys Customer Centricity Communication Social Media 146

Thematic

NOVEMBER 14, 2024

It can help you create better products, refine the customer experience, and boost brand loyalty. Organizations who understand their customers can make data-driven decisions that actually meet their needs. Yet understanding how to correctly analyze your customer feedback comes with its own set of challenges.

How To 62

How To Net Promoter Score Analysis Social Media 62

ERDM

JULY 24, 2017

Noted Tombalakian, “Arden Insiders transformed how we are making many decisions…this is critical because they can weave [the customer] point of view through all stages of product or program development rather than just key junctions.”.

Customer Voice 40

Customer Voice Brands Customer Experience ROI 40

CX Journey

APRIL 3, 2019

Ongoing training : You can't expect that, as both the business and customer expectations evolve, employees will automatically know what to do and adapt/evolve, too. You need to train employees regularly to ensure they are kept abreast of new customer insights and new approaches to delivering a great experience.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

NobelBiz

FEBRUARY 22, 2023

Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience.

Contact Center 52

Contact Center Analytics Data Call Center 52

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Customers want you to know them.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Lumoa

MARCH 20, 2018

Share data and results of the customer experience analytics in an easy to use tool. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Do you see what drives customer satisfaction?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science. Common Pitfalls.

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

SurveySparrow

JULY 27, 2023

The Voice of the Customer Process: Unlocking Customer-Centricity At its core, the voice of the customer is all about understanding their needs, expectations, and preferences. To effectively capture and utilize customer insights, a structured process needs to be in place.

Social Media 52

Social Media Net Promoter Score Customer Centricity Customer Voice 52

NetBase

FEBRUARY 1, 2019

Understanding where your customer is now and predicting where they’re headed will help you avoid losing them along the way. Consumer experience data can feel elusive when scouring online data. It’s all part of the customer journey these days. And Next Generation AI offers a much needed assist on this play! Without it?

Customer Journeys 58

Customer Journeys Analytics Customer Experience Social Media 58

ChurnZero

JUNE 14, 2023

As the CEO and co-founder of a customer success software platform, I believe the SaaS and subscription businesses that have activated the transformative power of customer success, and the compounding effect of net revenue retention (NRR), could now be the best placed to weather 2023’s downturn and emerge stronger on the other side.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

ChurnZero

NOVEMBER 20, 2020

Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. From there, there are different ways that we can integrate that data and alert – whether that’s your CRM or wherever your CSMs lives. Customer Success Around the Web. There are different ways that we can connect those dots.

How To 98

How To NPS Net Promoter Score Sales 98

Confirmit

MARCH 12, 2019

From Confirmit’s perspective, we’re there to talk Customer Experience , insights, Voice of the Employee and anything to do with bringing together data to help businesses make better decisions. A few corporate insights people looked a bit worried there, but there was no need. We’d love to see you!

Gamification 56

Gamification B2C Social Media B2B 56