Lumoa

APRIL 13, 2020

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?

Customer Insights 195

Customer Insights Feedback Social Media Survey 195

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Survey 345

Survey Social Media Contact Center Call Recording 345

Lumoa

NOVEMBER 19, 2017

For some companies collecting feedback is easy. Maybe even too easy: I’ve come across a big corporation, which collects feedback, stores it somewhere and does nothing with it. While server space is cheap, and this might feel like an easy way to make customers believe you listen to them, don’t do like this. So that being said.

Feedback 285

Feedback Net Promoter Score NPS Survey 285

InMoment XI

NOVEMBER 5, 2019

MaritzCX “Survey on Surveys” Measures Increase Customer Feedback Requests Survey Results Provide Valuable Customer Insight Unbiased feedback is a precious gift from customers. It is important to not only collect insight through surveys, View Article.

Survey 50

Survey Feedback Measurement Customer Insights 50

InMoment XI

JULY 20, 2023

And I wouldn’t be the true customer experience nerd that I am if I didn’t ask: “Could we customer experience (CX) professionals leverage ChatGPT customer experience survey questions?” On the surface, it seems like an obvious application for a ChatGPT customer experience approach. Not so fast. End of PSA.

Survey 284

Survey Customer Experience Customers Data 284

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. Customers are an integral part of any business’s success.

Analysis 195

Analysis Survey Feedback How To 195

GetFeedback

AUGUST 30, 2019

How, though, can a modern business stay in touch with customers? That’s where surveys come in. . Today’s technology makes it easy for businesses to design , create and distribute customer surveys. Let’s go over some of the different ways you can use surveys to help you land more leads for your business.

Survey 276

Survey How To Entertainment Customer Satisfaction 276

InMoment XI

OCTOBER 14, 2024

Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. However, excessive survey requests can backfire, and you will notice a decline in both the quality and number of responses you receive over time. What is Survey Fatigue?

Survey 195

Survey How To Hospitality Feedback 195

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Support tickets. Feature requests.

Feedback 221

Feedback Marketing Social Media Effort Score 221

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. You’re overwhelmed with a flood of amorphous feedback that leads you nowhere fast.

B2B 195

B2B Survey Net Promoter Score Social Media 195

Lumoa

FEBRUARY 7, 2023

Customers don’t always take the time to express their feelings. Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format.

Analysis 396

Analysis Data How To Customer Centricity 396

Lumoa

FEBRUARY 28, 2023

No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. It’s the surest way to build a better product. It helps you prioritize.

Feedback 195

Feedback Strategy Net Promoter Score Effort Score 195

Lumoa

DECEMBER 9, 2020

As every customer experience professional knows, surveys represent an invaluable tool for improving the customer experience , by understanding the strong and weak points about your business, and ultimately boosting revenues. Why are multiple choice questions common to use in surveys? What are multiple choice questions?

Survey 195

Survey NPS Tips Feedback 195

Lumoa

APRIL 1, 2020

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?

Customer Insights 195

Customer Insights Strategy Customer Journeys How To 195

GetFeedback

JANUARY 21, 2019

A successful content marketing strategy relies on good customer feedback. Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. So how do you gather the customer insight you need? Customer surveys.

Survey 210

Survey Marketing How To Infographics 210

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

Experience Matters

DECEMBER 16, 2014

The report identifies five trends that will redefine the value and role of customer feedback and insights. Here’s the executive summary: Although most organizations describe their voice of the customer program as a success, we’ve found that companies do not get nearly the value they should out of these efforts.

Report 325

Report Customer Connectedness Customer Experience Trends 325

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback.

Analytics 370

Analytics Data Customer Experience Social Media 370

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. If this process isn’t tailored to your company, you’ll set inaccurate survey response rate benchmarks and compromise all future evaluations. What Is Your Survey Response Benchmark?

Survey 195

Survey CEM Net Promoter Score Effort Score 195

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

GetFeedback

APRIL 19, 2018

We talk about great survey design a lot, but besides being modern and mobile-friendly, what else can you do to keep respondents tuned in? Here are 5 survey tips that help improve response rates. Survey Tip #1: Embed questions into emails. Distributing surveys via email is a highly effective way to collect feedback.

Tips 170

Tips Survey Engagement Effort Score 170

GetFeedback

FEBRUARY 4, 2019

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. You want to put this feedback to good use, but you’re not sure where to begin. We’ve now developed a system that allows us to put this powerful customer insight to work.

Survey 186

Survey Data Effort Score Feedback 186

GetFeedback

DECEMBER 26, 2018

The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. In this post, we’ll cover the ins and outs of the CSAT survey and share some proven tips on maximizing your customer satisfaction data. What is CSAT?

Customer Satisfaction 286

Customer Satisfaction Measurement How To Net Promoter Score 286

Lumoa

AUGUST 18, 2022

Recently, I read a blog by Ron Miller (author at TechCrunch and former corporate blogger for Intronis) entitled “I’m so over customer surveys” He talks about his annoyance with endless survey requests regarding company products and services. Survey fatigue. follow-up survey after 6 months).

Customer Journeys 195

Customer Journeys Survey Feedback Voice of Customer 195

GetFeedback

AUGUST 31, 2018

Surveys are an essential tool for businesses that care about connecting with their customers. And with GetFeedback, you can create branded surveys that look flawless on any device—desktop or mobile. But we know great survey design is just the first step to collecting powerful customer insights. The results?

Survey 170

Survey Self Service Effort Score Net Promoter Score 170

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop?

Feedback 195

Feedback How To NPS Customer Centricity 195

ECXO

JULY 29, 2024

Understanding Customer Needs and Expectations A successful CX strategy begins with a thorough understanding of your customers and what they value. This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple channels to collect mass feedback.

Feedback 195

Feedback How To Ecommerce Touchpoint 195

eglobalis

JUNE 27, 2024

Understanding Customer Needs and Expectations The foundation of any CX strategy is a deep understanding of who your customers are and what they value. This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms.

Strategy 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Analysis 195

Analysis Feedback Social Media Chatbots 195

Lumoa

AUGUST 5, 2022

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences. Determine the Feedback Trends.

Retail 195

Retail Feedback Trends Consumers 195

eglobalis

DECEMBER 11, 2024

Testing turns insights into action. Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Refine your CX personalization by continuously testing what truly resonates with customers. The Gist Experimentation eliminates CX guesswork.

Customer Journeys 288

Customer Journeys Effort Score Omni-Channel Social Media 288

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Survey 182

Survey Social Media Contact Center Call Recording 182

Retently

NOVEMBER 29, 2024

That’s where first impression surveys come to help. With the right survey questions, you can turn those fleeting first encounters into lasting relationships. With the right survey questions, you can turn those fleeting first encounters into lasting relationships. This ensures feedback is relevant and actionable.

Survey 122

Survey Ecommerce Feedback Interaction 122

Experience Matters

NOVEMBER 6, 2014

Allegiance has been one of the growing class of applications that I call Customer Insight and Action (CIA) Platforms. I coined this term in 2010 while other people were calling them Enterprise Feedback Management (EFM) systems. Distribute tailored, contextual insights across an organization.

CRM 300

CRM Government Analytics Feedback 300

Comm100

APRIL 2, 2024

CSAT measures customer satisfaction with a product, service, or a specific interaction. Improving CSAT score is not just about boosting a number; it’s about enhancing the customer experience. This means making feedback opportunities easily accessible across various platforms, including social media, email, and direct surveys.

Strategy 253

Strategy How To Wait Times Customer Satisfaction 253