Kerry Bodine

MAY 3, 2019

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

NPS Analytics Customer Insights Net Promoter Score 67

eglobalis

MARCH 13, 2025

They want suppliers and partners who are easy to do business with, understand their needs, and provide consistent support across every touchpoint. Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share.

Leadership 232

Leadership B2B B2C Effort Score 232

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

NOVEMBER 26, 2024

Improved Processes Most professionals using customer journey maps agree that one of their benefits is identifying the need for internal optimizations. Why Customer Journey Mapping is Important Creating a customer journey map is important because it helps visualize the customer journey.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

InMoment XI

DECEMBER 3, 2024

For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them. Enlighten: Key skills include CX data collection, analysis, and visualization to ensure actionable insights across the organization. It identifies customer pain points across various touchpoints and works to improve them.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Calabrio

MARCH 25, 2025

Are you able to understand what your customers are telling you? Can you use these customer insights to improve their experiences and deliver what they really want? If not, thats where the latest AI-driven Voice of the Customer software and tools can help.

Software 130

Software Customer Journeys Tools Contact Center 130

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

62

62

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

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. 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.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

NOVEMBER 21, 2024

As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty. Voice of Customer analysis is a useful system for accomplishing this goal. What Is Voice of Customer Analysis? Voice of Customer (VoC) refers to customer feedback on a business and its offerings.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

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. This drop is a result of survey fatigue, a growing concern for businesses looking to embrace the customer-centric approach. The survey itself is exhausting to complete.

Survey 195

Survey How To Hospitality Feedback 195

Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework? Are there missing insights?

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

InMoment XI

DECEMBER 10, 2024

Customers may leave due to product dissatisfaction, poor service quality, high pricing, or simply because a competitor offers more value. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Use surveys and social media monitoring to capture insights into customer experiences.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

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.

Feedback 195

Feedback Strategy Net Promoter Score Effort Score 195

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

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

InMoment XI

JANUARY 27, 2025

Whats often missed, though, is that contact centers arent just problem hubstheyre a rich source of customer insights that should radiate out into other parts of the business, especially when working within a fully integrated CX approach. These tools unlock unstructured data, detecting feedback themes and anomalies.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Thematic

MARCH 30, 2025

Did you know that over 50% of consumers will switch to a competitor after a single unsatisfactory customer experience? A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth.

62

62

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

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. In this article, well explore the differences between reactive and proactive sales, show how bad sales experiences drive customers away, and give concrete steps to build a process that creates loyal, happy customers.

Sales 247

Sales Customer Experience e-support Examples 247

Thematic

MARCH 18, 2025

Let’s be real—understanding your customers isn’t easy. They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. But here’s the kicker: That feedback is gold —if you know how to use it.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

ECXO

AUGUST 12, 2024

This holistic understanding allows for highly targeted marketing messages and personalized interactions, significantly improving the overall customer experience. These platforms facilitate real-time sentiment analysis and predictive analytics, enabling proactive improvements in customer satisfaction.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

Retently

JANUARY 13, 2025

Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively. This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not).

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Kerry Bodine

JULY 11, 2017

Here’s how it works: the customers capture each interaction—each touchpoint—on a separate yellow sticky note, and then place those sticky notes on a paper continuum from “least useful” to “most useful.” Then the facilitator (that’s me!) Having T-Rex arms doesn’t stop me from asking follow-up questions. What made that email helpful?

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

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

GetFeedback

JULY 19, 2019

To become a customer-centric organization, Stop No. 1 means you understand and can map out your customer journey. Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business.

ROI 309

ROI How To Touchpoint Hotels 309

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. At this level, you’re also working on developing a customer experience strategy. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

InMoment XI

NOVEMBER 13, 2024

million customers across the Tasman, the health insurance provider became profitable by focusing on churn prediction. Through its partnership with InMoment, nib rolled out a closed-loop feedback process to improve the customer experience. For example, different sources may record customer names in different formats.

Customer Retention 195

Customer Retention How To Analysis ROI 195

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

But, how can retail companies incorporate valuable sources like real-time customer feedback into their operations? We’ll also provide tips to help companies monitor the effect of inflation on real-time feedback and improve customer sentiment during this global recession. Determine the Feedback Trends.

Retail 195

Retail Feedback Trends Consumers 195

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. Taking the importance of collecting customer feedback out of the way, where do we start?

Ecommerce 109

Ecommerce Survey Retail NPS 109

Alida

DECEMBER 9, 2016

It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers. It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint. Smooth out your customer journey with customer feedback.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the 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 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268