Remove Customer Insights Remove Examples Remove Feedback
article thumbnail

Feedback Fuelled Success: The Dynamic Duo of Continuous Improvement and Customer Insights

C3Centricity

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. For example, Motorola’s Six Sigma program has reportedly saved the company over $17 billion over the years.

article thumbnail

Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution

eglobalis

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner.

NPS 374
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

NPS and Journey Analytics: 2 Key Elements Of Your Customer Insights Program

Kerry Bodine

We talked about a wide range of customer experience topics, but my favorite point in the conversation was getting to ask Rob a question that’s been in the back of my mind since I first heard about NPS some dozen plus years ago: Why the 11-point scale? To get the full picture, you also need to understand actual customer behavior.

NPS 67
article thumbnail

What is Voice Feedback and How can You Generate Customer Insights From it?

Lumoa

So how do you make the most out of your voice feedback? With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. What is voice feedback?

article thumbnail

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

article thumbnail

To Unlock Customer Insights, Speak No Evil

Kerry Bodine

Yes, the examples above are real.) And sure, explaining or contradicting your customers isn’t truly evil, but it’s certainly counterproductive to unlocking customer insights. You’ll make the most of precious workshop time if the flow of information is primarily from customers to you. Try: Tell me more!

article thumbnail

How to Create a Customer Insight Strategy

Lumoa

When it comes to customer experience and your customer insight strategy , it’s no different. What are customer insights? By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them. Why Build a Customer Insight Strategy?