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

Beyond Philosophy

OCTOBER 11, 2024

In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights. quick emoji selections).

Customer Insights 78

Customer Insights How To Tips Feedback 78

C3Centricity

FEBRUARY 13, 2024

And customers expect businesses to be constantly adapting and preparing for their future needs. Indeed, a survey by Salesforce reported that 76% of consumers expect companies to understand their needs and expectations. The Custometrs’ Need for Continuous Improvement The only constant in business today is change!

Customer Insights 296

Customer Insights Feedback Social Media Culture 296

Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way.

Ecommerce 109

Ecommerce Survey Retail NPS 109

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

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

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. After all, customers who share their feedback want their input to matter and to be valued by the company that serves them.

Survey 50

Survey Feedback Measurement Customer Insights 50

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

GetFeedback

MAY 13, 2021

How CX leaders embark on the journey of asking, listening, and acting on customer insights.

Interaction 317

Interaction Survey Customer Insights Customers 317

SurveySensum

JANUARY 27, 2025

Ludwig Wittgenstein Just using Englishor any one languagefor your surveys isnt enough to open the door to true connection. With over 6,500 languages spoken worldwide, relying on a single language for your surveys means missing out on truly understanding your audience. Multilingual surveys. What Is a Multilingual Survey?

Survey 52

Survey Customer Insights Customers Culture 52

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

Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

InMoment XI

MARCH 24, 2025

Customer surveys are a mainstay in most consumer-facing industries for good reason. They provide powerful insights into customer sentiment, buying behavior, and much more, all for a relatively small investment. One frequent topic of debate among multi-location businesses is how to set up a customer survey program.

Survey 195

Survey Culture Feedback Customer Satisfaction 195

ECXO

MARCH 6, 2025

B2B customer needs and market conditions change, so the CX program should be agile enough to adjust course. quarterly) can be used to review whats working, incorporate new customer insights, and reprioritize initiatives. Beyond individual cases, aggregate customer feedback should inform strategic improvements.

B2B 339

B2B Customer Journeys How To Effort Score 339

Thematic

MARCH 20, 2025

Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

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. " That’s exactly why customer insights platforms are essential.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

GetFeedback

DECEMBER 27, 2018

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. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. Survey purpose. Survey length.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

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

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.

Customer Insights 62

Customer Insights Data Analytics How To 62

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. Surveys also just aren’t as effective if they’re not timely and relevant.

B2B 195

B2B Survey Net Promoter Score Social Media 195

InMoment XI

NOVEMBER 21, 2024

Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead. Businesses are set to revolutionize how they gather and respond to customer feedback, shifting from traditional surveys to AI-driven VoC analytics.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Lumoa

APRIL 13, 2020

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. As a consequence, many companies receive large volumes of customer data via phone calls.

Customer Insights 195

Customer Insights Feedback Social Media Survey 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

GetFeedback

JANUARY 21, 2019

So how do you gather the customer insight you need? Customer surveys. If done right, surveys can bridge the gap between what content you already provide and what content your customers are looking for. A word about customer survey fatigue. The right content marketing survey questions.

Survey 210

Survey Marketing How To Infographics 210

eglobalis

FEBRUARY 3, 2025

Samsung uses AI to analyze customer feedback and improve its B2B solutions, ensuring that its products and services align with client needs. Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

eglobalis

MARCH 13, 2025

These data silos make it hard to get a unified view of the customer, resulting in inconsistent or disjointed interactions. Many B2B firms also lack a central CX team in one survey, 28% had no coordinated CX governance which underscores the challenge of breaking down departmental barriers.

Leadership 232

Leadership B2B B2C Effort Score 232

eglobalis

DECEMBER 11, 2024

Feedback Integration Collecting and acting on customer feedback is essential for continuous improvement in CX. Experimentation can help determine the most effective methods for gathering and utilizing feedback, such as surveys, focus groups or social media monitoring.

Customer Journeys 353

Customer Journeys Effort Score Omni-Channel Social Media 353

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

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

InMoment XI

OCTOBER 23, 2024

More than 65% of customers express pessimism over the economic outlook for the coming year. In fact, 15% of survey respondents said they are open to a new banking relationship, while 20% are already considering changing banks. Too many of those can cause survey fatigue and turn away your customers altogether!

Banking 195

Banking Customer Experience Effort Score Financial 195

GetFeedback

FEBRUARY 4, 2019

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program. Gathering live chat survey data .

Survey 186

Survey Data Effort Score Feedback 186

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. But also in a broader way to be able to connect unstructured and structured data sources to generate insights from within one platform. The Humble Beginnings of Surveys.

Analytics 370

Analytics Data Customer Experience Social Media 370

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

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. Build a basic VoC program to start surveying customers for data collection.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

OCTOBER 27, 2024

While metrics like Customer Health Score (CHS) can highlight customers who are at risk, they don’t always account for how customers feel about the service or their long-term loyalty. Metrics alone may not provide a complete view of customer sentiment, long-term loyalty, or the emotional drivers that influence decision-making.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

Experience Matters

DECEMBER 16, 2014

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. VoC programs currently suffer from bloated surveys, isolated datasets, and outdated technology. Download report for $195.

Report 325

Report Customer Connectedness Customer Experience Trends 325

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Analysis 195

Analysis Survey Feedback How To 195