Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. A company usually follows a set of KPIs.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. Defining Clear Objectives for Your Customer Insights Strategy Every great strategy begins with a clear goal.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Calabrio

MARCH 22, 2025

Leverage an AI-driven tool like Calabrios Trending Topics to understand, out of all your customer issues, which are the most common. By boiling down the whole universe of topics into a manageable list, you can take action based on what matters most your customers. High FCR rates improve customer satisfaction and reduce repeat calls.

Contact Center 130

Contact Center Management Strategy Call Center 130

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. A company usually follows a set of KPIs.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

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 31, 2021

As you notice in the examples above, what distinguishes actionable insights from “normal insights” is that an actionable insight will give you concrete data that backs up the stated insights. Non-actionable insights are just statements, that are “nice to know” but you don’t get understand the “why” behind it.

Effort Score 195

Effort Score NPS Net Promoter Score Self Service 195

Retently

MARCH 17, 2025

They track operational KPIs, not customer insights. They analyze patterns, surface insights, and highlight key takeaways to improve the overall customer journey. Yet the real value comes from customer comments. Therefore, the focus is not just on what the scores are, but on whats driving them.

Report 90

Report How To Effort Score NPS 90

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score.

Analytics 285

Analytics NPS Financial Analysis 285

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. 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.

Ecommerce 109

Ecommerce Survey Retail NPS 109

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

Retently

SEPTEMBER 6, 2018

One of the biggest advantages of Net Promoter Score © is its versatility. Measured every quarter or just after a major transaction, NPS© shall give your business the ability to capture valuable feedback at any moment in the customer lifecycle. Measure and Improve Your Net Promoter Score. free trial.

NPS 66

NPS Net Promoter Score Survey Touchpoint 66

Thematic

MARCH 30, 2025

They used a feedback analysis solution— Thematic —to unify and drill down into customer comments, helping them find exactly where a problem originates and what needs to be fixed. In doing so, Atlassian was able to derive actionable customer insights faster and more accurately.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Retently

MARCH 18, 2024

Not only do customer service surveys gather valuable feedback, but they also serve as potent market research tools. The captured insights are key in crafting strategies to enhance customer retention. Thus, businesses use three main types of customer service surveys to measure customer satisfaction and loyalty.

Survey 119

Survey Customer Service Strategy Effort Score 119

delighted

AUGUST 24, 2021

Short and simple surveys will encourage your customers to provide truthful, thoughtful responses. By default, NPS (Net Promoter Score) and CSAT (Customer Satisfaction) surveys allow companies to rally around simple, straightforward metrics and an easy, fast survey experience to help boost the volume of truthful customer responses.

Survey 95

Survey Strategy Net Promoter Score Effort Score 95

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? That is an example of a customer’s voice building a product roadmap – my team is simply here to organize and amplify.

Customer Experience 91

Customer Experience Net Promoter Score Self Service Handbook 91

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.

Feedback 62

Feedback Social Media Analysis Survey 62

SurveySparrow

JUNE 20, 2023

Define Your Objectives Before diving into the world of Customer Experience Dashboards, it’s crucial to define your goals and objectives. Identify the key metrics that align with your business objectives and customer experience strategy.

Customer Journeys 52

Customer Journeys Net Promoter Score Customer Experience Social Media 52

Retently

JUNE 4, 2018

The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

Zonka Feedback

OCTOBER 1, 2022

Deep dive into feedback data and identify customers’ pain points, so that you can work on them and resolve their concerns. Ask the right questions to know the real customer insights and be able to do what they really need and expect. In your Product Feedback Survey, don’t just ask customers to rate your product.

Feedback 96

Feedback Knowledge Base Social Media Roadmap 96

NobelBiz

AUGUST 28, 2023

Real-Time Analytic tools provide insights into agent performance, customer sentiment, and channel effectiveness, allowing for quick adjustments and data-driven decisions. Speech and Text Analytics can monitor interactions, identify trends, and uncover customer insights, enhancing agent training and performance optimization.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Wootric CX Blog

APRIL 7, 2021

In the world of software development, Product Managers must integrate customer insights — delights, frustrations, and pain points — into product development. During startup mode, it’s easy to interact with customers every day, inputting their feedback directly into product roadmaps. .

Feedback 52

Feedback Customer Journeys Management How To 52

Retently

FEBRUARY 9, 2024

Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g., To gather actionable customer insights, surveys should cover key areas such as product/service satisfaction, customer support experience, pricing perception, and brand loyalty and further be analyzed to drive improvement.

Feedback 92

Feedback Net Promoter Score Effort Score Customer Satisfaction 92

SurveySensum

MARCH 14, 2025

Think of it as your business roadmap guiding you to understand what customers want, how they behave, and where opportunities exist. Whether youre launching a product, refining marketing efforts, or setting prices, research ensures that every decision aligns with customer needs, market trends, and business goals.

Marketing 52

Marketing Social Media How To Trends 52

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. They empower the entire company to access user insights for product and customer experiences. implement is a Voice of the Customer (VOC) program for the product team.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

SurveySensum

AUGUST 22, 2023

Here we’ll explore the power of conducting SaaS customer feedback, leveraging them through the best practices and strategies. All this can lead your SaaS companies to transform customer insights into tangible success. Feedback drives data-backed decisions, aligning your SaaS roadmap with what truly matters.

Feedback 52

Feedback Strategy Net Promoter Score B2B 52

SurveySparrow

SEPTEMBER 18, 2023

Common metrics include Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Net Promoter Score (NPS) NPS measures customer loyalty and their likelihood to recommend your business. Customization: Tailor surveys to match your brand identity.

Metrics 52

Metrics Net Promoter Score Customer Experience Customer Journeys 52

SurveySparrow

JULY 31, 2023

Loyalty and Retention : Meeting customer expectations and delivering exceptional experiences cultivates loyalty, leading to increased customer retention. Product Innovation: Customer insights gleaned through VOC enable businesses to identify gaps in the market, innovate products, and stay ahead of the competition.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

ClearAction

AUGUST 6, 2019

They’re using customer journey insights to help the whole company align with customers, as described in my last article, Marketing’s Role in Employee & Customer Experience Journeys. Generating & Using Customer Insights. Analyzing Customer Insights. Customer-Aligned Branding.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Alida

SEPTEMBER 22, 2016

Mike Thiede, customer experience consultant at Alliant Energy, agreed, saying that continuous engagement is required to ensure your customer personas reflect changes in preference and taste. RELATED STORIES: Finding power in feedback: How Alliant Energy drives award-winning customer experience [blog post].

Innovation 100

Innovation Marketing Social Media Healthcare 100

Thematic

SEPTEMBER 14, 2022

When some of our customers asked us to help with text analytics for product teams, we realized just how important customer understanding was in product processes. Product teams don't have time to manually process massive amounts of survey comments to find opportunities, but they still need customer insights.

Net Promoter Score 62

Net Promoter Score Analytics Software Survey 62

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Lead CX Analytics and Insights Manager at CenturyLink. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Thematic

APRIL 3, 2024

Enhanced Customer Experiences: Understanding customer expectations at every touchpoint allows you to design seamless, enjoyable experiences that increase brand loyalty. Reduced Churn: Identifying the root causes of customer dissatisfaction enables you to proactively address issues, prevent customer loss, and preserve revenue.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Thematic

MARCH 29, 2020

Customer surveys are useful to keep a pulse on things, to get continuous feedback as you are improving your product, or to quickly get feedback on a specific aspect of your product. These types of solutions are often described as ‘Customer Insights’ platforms, or more recently, Unified Data Analytics. Customer in the room.

Feedback 111

Feedback How To Analysis e-support 111

Retently

MAY 2, 2023

By benchmarking and monitoring the score regularly, SaaS businesses can immediately spot any shifts in attitude and take appropriate measures to tackle arising issues, thus increasing CLV. In addition, it surfaces opportunities for cross- and upselling and provides visibility into the number of customers who willingly promote your business.

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

SurveySensum

DECEMBER 4, 2023

Clear action plans provide a roadmap for improvement, assigning ownership ensures accountability and effective communication keeps stakeholders informed and engaged. Strategy 6: Communicate the Actions Taken to the Customers How will the customers know if you are even listening to their feedback?

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52