Happy or Not

NOVEMBER 20, 2024

The possibility of collecting customer feedback is one of the most valuable tools for businesses aiming to enhance their user experience (UX) and improve customer satisfaction. Why is customer feedback important? Understanding what makes customers happy (or unhappy) is important in customer feedback.

User Experience 36

User Experience Customer Satisfaction Feedback Customer Experience 36

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

JULY 29, 2024

Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Companies like Apple, Hulu, and Pandora excel in leveraging data analytics to enhance user experiences and personalize offerings. Feedback and Complaint Management Tools : Essential for promptly addressing customer issues.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Retently

JANUARY 13, 2025

CES helps you understand if youre delivering on that promise of ease, which directly impacts loyalty and long-term growth. By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. Reducing effort directly boosts satisfaction, loyalty, and repeat business. Low scores?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

ECXO

APRIL 18, 2024

Increased Engagement: Customers felt more engaged with TechEase, as they were regularly asked for feedback and their opinions were genuinely considered. They felt like they were part of the TechEase community, enhancing their loyalty towards the company. The collaboration didn’t stop there.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

Lumoa

NOVEMBER 10, 2021

It acknowledges that a customer’s feelings and impressions of a brand are just as important as the money they spend on it. The Difference Between UX and CX Design Before we proceed, we must make a distinction between customer experience design and user experience (UX) design.

Customer Experience Design 195

Customer Experience Design Customer Experience Customer Journeys Touchpoint 195

InMoment XI

NOVEMBER 26, 2024

A customer journey map visualizes all touch points between the customer and the organization, from customer research on the product to first contact with the company to building customer loyalty. With this information, you can improve your customer experience and eliminate pain points.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ijgolding

APRIL 9, 2020

Now, imagine a tool that could help you capture information and data on your customers by monitoring their customer journeys within your organisation. A tool that would allow you to instantly share that data, also known as customer insight, with the relevant stakeholders. Click to view slideshow.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it.

NPS 243

NPS Software Net Promoter Score Survey 243

InMoment XI

JULY 16, 2024

By doing so, you meet their expectations and stay ahead of the curve by anticipating needs and adapting experiences in real-time. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Overlooking it might spell your downfall. References “Social Commerce Statistics.”

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

By doing so, you meet their expectations and stay ahead of the curve by anticipating needs and adapting experiences in real-time. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Overlooking it might spell your downfall. References “Social Commerce Statistics.”

Tips 195

Tips Management Social Media Hotels 195

Retently

OCTOBER 23, 2024

They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Ecommerce 109

Ecommerce Survey Retail NPS 109

SurveySparrow

JULY 26, 2023

These exceptional experiences are the result of careful attention to two crucial elements: customer experience (CX) and user experience (UX). Let’s dive into the realm of customer experience vs. user experience. What is Customer Experience? What is User Experience?

User Experience 52

User Experience Examples Customer Experience Customer Journeys 52

Lumoa

JANUARY 19, 2023

For these reasons, customer experience departments will benefit from people who have a background in: Market and customer research , to tackle the collection and analysis of data, that is essential to the success of CX. User experience design, to be able apply concepts such as human-centered design to cross-functional projects.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

InMoment XI

JANUARY 4, 2024

Consumers can quickly become lifetime customers and brand advocates when they have continuous positive experiences with a brand. But, there are more benefits to a well-crafted retail customer experience that go beyond customer loyalty. Let’s examine a few: 1.

Retail 195

Retail Customer Experience Effort Score Social Media 195

PK

MAY 12, 2020

Those brands who invest in their mobile technology and focus on the digital consumer experience differentiate themselves in the marketplace and endear themselves to their consumers – especially their loyalty members. Its loyalty-building aspects don’t end there, though. Think beyond discounts and cashback. Focus on convenience.

Loyalty 52

Loyalty Loyalty Programs Apparel Guidelines 52

Thematic

MARCH 26, 2025

The goal is to improve products, services, and overall experience, ensuring that businesses don’t just collect feedback—but actually use it to drive meaningful change. Why does the customer feedback loop matter? Customer loyalty is no longer guaranteed—it’s earned through continuous improvement.

Feedback 62

Feedback Social Media Analysis Survey 62

InMoment XI

MAY 30, 2024

By utilizing text analysis software, your business can be more efficient and realize benefits such as increased customer insights, improved operational efficiency, and others. Consider User Experience Choose software that is user-friendly and requires minimal training.

Analysis 195

Analysis Software Self Service Social Media 195

Thematic

OCTOBER 30, 2024

But unless you actively seek and listen to what they’re saying and analyze customer behavior, your products and services will likely be out of sync with their evolving expectations. 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

Lumoa

AUGUST 23, 2021

The bot can generate over 2,000 different responses, depending on what category and emotion the keyword falls under— proving that creativity and empathy are appreciated in every form, building a sturdy base for loyalty. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. Enter: loyalty marketing. In 3-5 years’ time, the market leaders will have emerged, so now is the moment to include loyalty mechanics to get the upper-hand. The massive potential of loyalty marketing in mobility.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

InMoment XI

OCTOBER 9, 2024

Tools like InMoment’s Survey Builder enable customized survey design to help you capture customer insights easily and quickly while reducing survey fatigue. Ask your customers relevant and impactful questions. From discounts to gift cards, these rewards not only encourage feedback but also foster customer loyalty.

Feedback 195

Feedback How To Social Media B2C 195

SurveySensum

NOVEMBER 22, 2023

Do you know that 88% of online customers don’t return to a website after a poor user experience? That’s why offering a seamless experience is crucial to keeping visitors engaged and returning for more. Through website feedback – a compass guiding you toward satisfied customers and higher profits.

Feedback 52

Feedback Customer Insights e-support Social Media 52

Lumoa

JUNE 9, 2020

In this article, we’ll talk about key strategies to improve your eCommerce customer experience, how to create a more memorable customer journey for your users, and the best ways to incite loyalty and excitement. Find out more about how Watchshop uses customer insights to improve their product pages.

Ecommerce 195

Ecommerce Customer Experience Customer Journeys Feedback 195

Thematic

SEPTEMBER 12, 2021

Through comments in customer feedback surveys, social media conversations, call center dialogue, etc., your customers are often telling you how they feel about specific features, customer service quality, user experience, and more. You need to go under the hood to see what’s prompting both good and bad experiences.

Metrics 117

Metrics Analytics Feedback Effort Score 117

West Monroe

JULY 16, 2024

Despite this paradigm shift, our Digital Disconnect signature research found that only 37% of companies are collecting the data needed to understand what drives external/customer behavior. Time and resources are being wasted during product development if decisions aren’t informed by what customers actually desire.

Data 52

Data Customer Insights Analytics Analysis 52

CSM Magazine

JANUARY 30, 2024

Through tailored recommendations, individualized communications, and a genuine interest in your well-being, these companies foster a sense of connection and loyalty. You’ll notice that they remember your name, anticipate your needs, and treat you as a valued individual, not just another customer.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

ECXO

MAY 29, 2024

By involving representatives from across the customer journey, including direct feedback loops into the improvement process, these teams ensure that customer insights are at the heart of every decision. By thoroughly understanding different customer segments, teams can tailor experiences to meet specific needs and preferences.

Innovation 156

Innovation Culture e-support Feedback 156

DCX

MARCH 30, 2025

Why This Matters for CX Champions: Try Before You Buy, Digitally : Reducing guesswork and increasing purchase confidence means fewer returns and happier customers. Hyper-Personalization Just Got Real : These AI-powered experiences deliver uniquely tailored recommendations, connecting deeply with customer preferences and driving loyalty.

Customer Centricity 52

Customer Centricity Leadership Innovation Connections 52

BirdEye

MAY 30, 2023

For instance, maybe the customers who are coming to you for vehicle maintenance would also like car washing services. By offering what your customers want, you can ensure a better user experience for new and existing customers who come through your doors. Typically, Zendesk is used as a technical support tool.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 105

Customer Experience Self Service Advertising Customer Expectations 105

Retently

APRIL 18, 2024

Key Takeaways In-app NPS surveys are essential tools for gathering real-time customer feedback , improving satisfaction, loyalty, and engagement, and providing actionable insights for product development in digital-centric companies. Having in-app NPS surveys that are tailored for mobile ensures a smoother user experience.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

Customer Bliss

MARCH 22, 2018

Rachael is the Chief Creative of Customer Insights and Experience at Cisco and is responsible for identifying new ways to deliver value to customers while accelerating growth. Google’s Customer Experience Leadership, with Catherine Courage. coachlillie #CX #CustExp Click To Tweet.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

NobelBiz

NOVEMBER 6, 2023

Real-time Customer Insights for Call Centers Intelligent automation, when applied to call centers, unlocks a treasure trove of real-time data on customer behaviors and sentiments. This wealth of information provides call center agents with valuable insights that can significantly enhance their interactions with customers.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Thematic

APRIL 3, 2025

Cloud platforms support real-time collaboration and cross-functional access, which means marketing, product, and CX teams can all tap into customer insights without waiting for weekly reports. Text analytics helps identify which product features matter most to customers and why certain promotions succeed—or flop.

Analytics 62

Analytics Trends Marketing Social Media 62

InMoment XI

SEPTEMBER 5, 2024

By actively listening to customer feedback, addressing their needs, and continuously improving products and services, businesses can deliver a personalized and seamless experience at every touchpoint. Don’t forget to share your Voice of Customer insights with key stakeholders and decision-makers.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

West Monroe

JULY 16, 2024

Despite this paradigm shift, our Digital Disconnect signature research found that only 37% of companies are collecting the data needed to understand what drives external/customer behavior. Time and resources are being wasted during product development if decisions aren’t informed by what customers actually desire.

Data 40

Data Customer Insights Analytics Analysis 40