Thematic

FEBRUARY 24, 2025

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. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Lumoa

MARCH 12, 2023

Some tools require customization to be set up for your company in the best way. That immediately makes you more dependent on the provider and reduces the flexibility you have to manage customer insights internally. For example, some tools might let you download the data to run your own analytics, while others might not.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

Lumoa

AUGUST 8, 2023

By asking relevant and targeted questions, you can create a comprehensive picture of customer sentiment and gain valuable insights into what customers want from your brand. Net Promoter Score (NPS) question: This is a popular metric used to measure customer loyalty and satisfaction. Download your copy now!

Analysis 195

Analysis Survey Feedback How To 195

Thematic

OCTOBER 30, 2024

This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. What's inside: Easy-to-follow VoC strategies Tips for analyzing feedback Plus: Bonus VoC checklist Download your free copy today!

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Thematic

MARCH 26, 2025

In particular, customer review analysis helps surface recurring themes and pain points shared in public feedback, giving teams a clearer picture of user sentiment. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights. Where Should You Collect Feedback From?

Feedback 62

Feedback Social Media Analysis Survey 62

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Feedbackly

AUGUST 23, 2023

As your business expands, you may need multiple journeys to segment customers and deliver personalized services. If you want a free customer journey mapping template, download Feedbackly’s free editable template ! Start with the basics, and you can improve it along the way.

Customer Journeys 98

Customer Journeys How To Touchpoint Social Media 98

SurveyGizmo

OCTOBER 26, 2021

To download the full chart, click here. From customer insights to market research to concept testing, Qualtrics CoreXM is the central research platform that allows anyone to capture experience insights and take action. How Enterprise Survey Solutions Stack Up. SurveySparrow.

Survey 98

Survey Omni-Channel Feedback Employee Experience 98

delighted

FEBRUARY 22, 2022

As such, CX programs, the data that is collected, and the insights that are shared, can have a broad reach across the business. Why is a customer experience maturity model an indispensable tool for CX leaders? Regardless of where your program stands today, start thinking about CX within the framework of these 5 pillars.

Customer Experience 91

Customer Experience Net Promoter Score Self Service Handbook 91

Bizagi

JANUARY 30, 2019

You can overcome these silos by using a wrap-around solution that connects your silos, feeds the data into your processes, and makes customer insights available to your team. This kind of digital innovation can not only help you respond to customers, but it can also give you a richer understanding of how they’re feeling.

Net Promoter Score 70

Net Promoter Score Effort Score NPS eBook 70

ChurnZero

JUNE 22, 2021

Customer Success – How to Understand Your Customers (Turn Listening into Fantastic Results). Includes: 1 downloadable resource and certificate on completion. This course is for: If you work with customers and are interested in the topics of marketing, market research, sales, customer service and strategy this course is for you.

Course 92

Course Customer Success e-support Video 92

Eptica

DECEMBER 11, 2019

Rather than focusing on simple metrics such as call time, more and more firms in the industry are embracing measures such as CSAT and NPS. 37% of those polled by Contact Babel chose CSAT/NPS as the most important metric that they used. NPS is very useful but only takes you so far.

Self Service 75

Self Service Customer Service Social Media NPS 75

Confirmit

JANUARY 15, 2020

When RS Components initiated a strategic Voice of the Customer (VoC) program with Confirmit, its aim was to regularly and consistently capture customer insight that it could use to improve the customer experience across the organization. The focus is on action. The results?

Net Promoter Score 52

Net Promoter Score Analytics Case Study Customer Centricity 52

Blake Morgan

MAY 23, 2023

Kalbach says that brands must talk to customers to better interpret quantitative data. Listening to customer insights gives context to the numbers and paints a more accurate story. Every time a company tracks NPS, for example, it knows how the metric will be measured and what the results will mean.

Data 59

Data Customer Experience Metrics NPS 59

Win the Customer

FEBRUARY 3, 2016

Tapping into customer insight is fundamentally about ease of use. AskNicely provides customer feedback software based on the Net Promoter Score (NPS) analytic framework. It incentivises customer feedback through simple ‘one tap’ feedback. Downloadable reports. Downloadable data in excel format.

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Self Service 52

ProProfs Chat

NOVEMBER 15, 2021

Qualaroo is a renowned customer and user feedback software that assists businesses to leverage real-time feedback survey via 10+ question types and professionally built templates. Creating forms via Qualaroo lead gen form is simple yet effective that can be easily downloaded in CSV format exported directly into the CRM. .

Survey 98

Survey Analytics Report Tools 98

Qualtrics

NOVEMBER 6, 2020

But staying on top is harder than it sounds: 25% of the mobile apps downloaded worldwide in 2019 were used only once. If your app is downloaded, it joins on average 80 apps on a user’s phone, and is in competition with the 9 apps used on a daily basis. billion apps will be downloaded in 2022. Learn more and Download our eBook.

Connections 44

Connections Feedback Survey Net Promoter Score 44

CustomerSuccessBox

MARCH 14, 2022

Customer Success Courses to pursue in 2022. Customer Success Manager: Fundamentals to your CSM Career. Includes: 4 articles 3 downloadable resources Full lifetime access Access on mobile and TV Assignments Certificate of completion. Customer Success Manager (CSM) Elite. Creator : Gustavo Escobar Henríquez.

Course 52

Course Training Customer Success Customer Journeys 52

Gainsight

JUNE 9, 2022

User adoption is central to the recurring revenue business model because it is one of the first significant milestones in the customer journey. Because it is early, successful user adoption has outsized downstream effects on overall customer success metrics, including net revenue retention (NRR), churn, and NPS scores. .

Measurement 52

Measurement How To Metrics ROI 52

Thematic

OCTOBER 8, 2024

Before reviewing our answers, make sure to download the full ESOMAR guide for AI buyers that provides context for each question and what to look out for. She founded Thematic, when several companies asked her help them understand what's driving their NPS. These teams tend to be small, under-resourced and overwhelmed with requests.

Guidelines 62

Guidelines Effort Score Analysis NPS 62

Qualtrics

SEPTEMBER 23, 2020

With a quarantine-driven shift to digital and the sudden surge of calls to customer care centers, customer experience programs have not kept up. But as NPS scores plummet across the board, now it’s essential to take targeted action to rejuvenate customer experiences. Instant Download.

Study 48

Study Net Promoter Score Culture Social Media 48

SurveySensum

MARCH 15, 2024

They both launched their products around the same time but only Company B received more downloads and positive feedback. This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics.

Tools 52

Tools Software Marketing NPS 52

Qualtrics

JULY 2, 2019

An early adopter of this technology in the financial services industry saw their number of reviews increase significantly and doubled their star ratings, leading to increased app downloads and ultimately a higher level of satisfaction. Learn more about our NPS benchmarks. Online Reputation Management. Cheers, Webb. Book a Demo.

Innovation 39

Innovation Social Media NPS Contact Center 39

Thematic

OCTOBER 7, 2024

A robust Voice of the Customer (VoC) strategy is no longer optional. By actively listening and strategically acting on customer insights, you can transform feedback into powerful business growth. Despite the fact that 95% of companies gather customer feedback, only 10% actively use these insights to make meaningful improvements.

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

Thematic

OCTOBER 8, 2024

Thematic also performs sentiment analysis so you know exactly how your customers are feeling. Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback.

Analytics 62

Analytics Tools Feedback Handbook 62

Qualtrics

DECEMBER 20, 2018

Transactional NPS – Net Promotor Score (NPS) is an industry benchmark that measures customer loyalty. Send your customers an NPS survey after every support interaction or at the conclusion of other major customer touchpoints like implementation sign-off. Download Now.

Customer Experience 30

Customer Experience Effort Score Rewards Programs NPS 30

Clarabridge

OCTOBER 8, 2015

The ability to quickly and easily distribute customer feedback data to the people who can act on it is critical. As a customer insights guru, you likely have access to heaps of data—from purchase history to demographic information to customer feedback—and you’re a whiz at piecing it all together.

Feedback 40

Feedback Net Promoter Score NPS Effort Score 40

SurveySensum

JANUARY 5, 2023

A feedback platform that helps you analyze your product from the customers’ eyes and lands in the successful 5% category, saving you months of effort and brainstorming. And those insights determine whether your product is qualified enough to their expectations or not. . AskNicely believes in making each customer experience awesome.

Tools 52

Tools Feedback Effort Score NPS 52

inQuba

APRIL 4, 2023

C-suites should be benefitting from CX teams’ deep customer insight to place smart bets and de-risk growth initiatives. Business growth is about new customer relationships, and the CX team understands customers better than anyone. That’s some misalignment!

Trends 52

Trends Customer Journeys Customer Centricity Competitive Advantage 52

delighted

OCTOBER 29, 2019

Delighted Kiosk is an end-to-end way to gather feedback from customers in your physical locations or when you are out in the field. With Delighted Kiosk, you can survey customers via the method of your choice: NPS, CSAT, CES, Thumbs, Smileys, and 5-Star. Download the Kiosk app from the iOS App Store to your iPad or tablet.

Feedback 40

Feedback Retail Survey NPS 40

Gainsight

OCTOBER 23, 2019

Experimenting with different category labels, I settled on eight labels that were inclusive of all the tools on my list: Customer Success Platforms. Communication/Customer Engagement. CSAT/Feedback/NPS. Me: “Building a market map for customer success software so we can share the list of tools that we made for ourselves.”.

Software 60

Software Customer Success Tools Customer Centricity 60

Thematic

AUGUST 29, 2024

Think of it as tapping into your customers' direct thoughts and emotions so you can deliver exactly what they want. Whether through surveys, reviews, or social media, VoC helps you turn customer insights into better business decisions. In this article we’ll delve into what Voice of Customer is and why it matters.

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

ProProfs Chat

NOVEMBER 26, 2021

For this reason, using Google forms to capture crucial customer insights seems unprofessional. Therefore, to help you get advanced research insights, we have compiled a comprehensive list of 22 Google alternatives so that you can pick one that fits best for your business needs. Exceptional Features Include: Easy customization .

Survey 52

Survey Report Analytics NPS 52

SurveySensum

OCTOBER 9, 2023

Here’s one of many customer reviews about QuestionPro’s steep learning curve. Source Apart from these, there are other limitations such as: The free version of QuestionPro didn’t allow you to download a copy of the survey as a PDF. The branding of the survey is limited.

Multi-Channel 52

Multi-Channel Analysis Survey Analytics 52

ProProfs Chat

DECEMBER 17, 2021

There are various ways available when it comes to capturing in-app feedback: Customer Satisfaction Surveys . Collecting customer insights using Nudges. One of the effective ways is gauging the overall satisfaction via a Customer Satisfaction Survey. One can download themes from Github to get started right away.

Tools 52

Tools Feedback Roadmap Survey 52

Qualtrics

OCTOBER 5, 2015

Email with Embedded Questions – Embedding the first question of your survey into the actual body of your email is a good idea, especially if you’re trying to collect a high-level metric such as NPS. It’s a perfect way to have the script automatically update (with display and branch logic) based on the customer response.

Feedback 30

Feedback How To Survey eBook 30

Qualtrics

OCTOBER 19, 2015

The Net Promoter Score, or NPS® is based on the fundamental perspective that every company’s customers can be divided into three categories—promoters, passives and detractors. To calculate your company’s NPS, take the percentage of customers who are promoters and subtract the percentage who are detractors.

Measurement 20

Measurement Net Promoter Score Effort Score NPS 20