Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Consumers are asking for personalized experiences.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Customer Bliss

JUNE 6, 2018

Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

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

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Do you love CEM as much as we do? How do I cancel?"

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

InMoment XI

SEPTEMBER 5, 2024

Solicit customer feedback to evaluate new ways of gaining a competitive advantage. Generate advanced marketing insights and opportunities. However, this approach leaves out key qualitative details such as which areas of the buying experience customers would change.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

rethinkCX

FEBRUARY 24, 2025

A startup might need 20 extra agents for a product launch; a retailer might need 200 for Black Friday. Their customers got fluent German support without the Frankfurt price tag. retailer used Bogot to handle a bilingual surgeEnglish and Spanish queries spiked 40% post-expansion. That retail client we mentioned?

Call Center 52

Call Center Strategy e-support Customer Journeys 52

Thematic

JANUARY 16, 2019

If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. 4 areas to utilize your customer insights. So, companies need authentic human insight from their customers to make better business decisions, and thereby drive growth.

Customer Insights 59

Customer Insights How To Infographics Customer Journeys 59

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Do you love CEM as much as we do? How do I cancel?"

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

BirdEye

NOVEMBER 20, 2020

In the years that accompanied the rise of online commerce, social media and webchat, we’ve all learned that a customer feedback process that was dependent on a single support channel for customer insights was ultimately a process that wasn’t actually capturing any true insights at all. Case study: David’s Bridal.

Contact Center 105

Contact Center NPS Case Study Comparison 105

Alida

OCTOBER 18, 2018

In terms of customer insight that is very powerful, and unique to a community. Sara : The ability to show in-depth insights to the agencies we work with helps us to build relationships with them, as well as our customers. Insight needs to be fast. Webinar: How GAME took the retail experience to the next level.

How To 113

How To Groups Customers Advertising 113

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

He carries broad knowledge across Customer Experience, Customer Engagement, Strategic Vendor Management, Relationship Marketing, Product Development, Risk & Partnership Management, and Online & Offline Retail Management. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Thematic

DECEMBER 9, 2022

It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely! How to use customer insights to your advantage: 1.

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

Second to None

FEBRUARY 19, 2018

Companies that think they’re good at listening to their customers often pay attention to the wrong things. For example, a retailer might look at purchase history as a window into future customer needs, but fail to consider context or other attributes. Retailers should be doing the same thing.”.

Retail 59

Retail Brands Consumers Guidelines 59

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Melinda Gonzalez. To reduce churn? Optimize their product or service?

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Enthusiastic, engaged customers – Qualtrics recently hosted their annual Insight Summit, the only insight event of its kind.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Thematic

FEBRUARY 19, 2024

A retail focused on one-time sales may look more at NPS. When it comes to the bottom line, customers are willing to pay 16% more for products and services from brands with superior positive customer experiences. It requires continuous attention to the voices of customers and the agility to adapt to their evolving needs.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

A retail focused on one-time sales may look more at NPS. When it comes to the bottom line, customers are willing to pay 16% more for products and services from brands with superior positive customer experiences. It requires continuous attention to the voices of customers and the agility to adapt to their evolving needs.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

ERDM

JANUARY 22, 2019

Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value.

Customer Experience 53

Customer Experience Video Sales B2C 53

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value.

Customer Experience 49

Customer Experience Video Sales B2C 49

SurveySensum

MARCH 3, 2022

Be it banking, health, or retail industries, use the pre-built topic models to learn what your customers and employees think. . Zonka Feedback is a Voice of Customer Survey tool designed for businesses of all sizes to collect customer feedback at every touchpoint. Best Features. Sentiment analysis . Zonka Feedback.

Tools 52

Tools Multi-Channel Analysis Analytics 52

Thematic

AUGUST 29, 2024

According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box. Voice of Customer (VoC) is all about tuning into what your customers really think.

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

Thematic

APRIL 3, 2025

Building a customer feedback loop is how we avoid flying blind. It’s a continuous cycle where we collect feedback, act on it, and show customers they’ve been heard—boosting trust and customer insights. In this article, we’ll talk about how to create a customer feedback loop. Analyze it?

Feedback 62

Feedback Effort Score Net Promoter Score Analysis 62

InteractionMetrics

APRIL 10, 2025

Customers use them to quickly provide feedback before leaving, which lets you capture real-time customer sentiment. In-Person / Face-to-Face Interviews: These surveys offer the richest customer insights and highest data quality, but they’re resource-heavy.

Survey 40

Survey Customer Satisfaction Net Promoter Score Effort Score 40

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% 1,2,4] PYMNTS.com, Enterprise Retail Grocery Report October 2018. [3]

Industry 73

Industry Brands Rewards Programs Loyalty 73

InteractionMetrics

MARCH 20, 2025

It integrates inline post-call surveys, voice-of-customer analytics, and collaboration tools to unify data from 30+ channels. Pricing Calabrio offers custom pricing based on agent count and interaction volume. Pricing Pricing starts at $119 per month for the most basic plan, with custom pricing available for enterprise packages.

Software 52

Software Multi-Channel Contact Center Social Media 52

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% Enterprise Retail Grocery Report October 2018. PYMNTS.com. [3]

Industry 48

Industry Brands Rewards Programs Loyalty 48

Customer Alignment

DECEMBER 18, 2017

However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. This is set to change in 2018 – so watch out for that.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

SurveySparrow

FEBRUARY 22, 2023

Key features: The ability to connect multiple social media channels for feedback and analysis Data connectors that pull insights from all feedback with a single click Automated processing for super-quick work Price: Talk to the Qualtrics team for demos and pricing. #6. UserBrain The next Qualaroo alternative-slash-competitor is UserBrain.

ROI 52

ROI Study Feedback Analysis 52

Qualtrics

NOVEMBER 12, 2020

Erica Todd is a Customer Insights and Research Manager at CommSec. For this discussion, we've invited Erica Todd, manager of customer insights and research, from CommSec to join us. It's the digital retail, broking arm of the Commonwealth Bank, which is Australia's largest bank. Hear the full interview.

Financial 26

Financial Automotive Customers Feedback 26

Thematic

MARCH 12, 2025

Imagine knowing exactly what your customers want, what frustrates them, and what keeps them coming back—all without them having to spell it out. Well, the good news is, you don’t need psychic powers—just customer insights and analytics. Increase conversion rates by speaking directly to customer needs.

Analytics 62

Analytics Customer Insights Loyalty Programs Analysis 62

SurveySensum

NOVEMBER 25, 2024

InMoment Large enterprise-level companies Experience Hub allows company-wide sharing of feedback from customers Contact for detailed pricing 4.7 This AI-powered customer feedback software helps you create and launch customer experience surveys like NPS, CSAT , CES, etc across multiple industries like B2B, SaaS, Retail, NBFC, etc.

NPS 52

NPS Omni-Channel Analytics Survey 52