Thematic

APRIL 21, 2025

Understanding your B2B customer insights means learning what makes your business clients tick—their needs, behaviors, pain points, and goals—through data. Unlike with B2C, where you get insights from individuals, in B2B, you get insights from an entire organization, often with multiple stakeholders involved in decisions.

B2B 62

B2B Customer Insights Engagement How To 62

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

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

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

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 467

Strategy Customer Experience Net Promoter Score Customer Centricity 467

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Analytics 370

Analytics Data Customer Experience Social Media 370

Lumoa

AUGUST 18, 2022

engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the business’ success story. Furthermore, it fairly makes it easier to close the loop with the customers in the process. Survey fatigue. follow-up survey after 6 months).

Customer Journeys 195

Customer Journeys Survey Feedback Voice of Customer 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. Table of Contents What is the Voice of the Customer (VoC)?

Software 130

Software Customer Journeys Tools Contact Center 130

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 182

Survey Social Media Contact Center Call Recording 182

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

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service. Compelling Brand Values: Brand promises drive how the organization treats customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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

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

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Lumoa

SEPTEMBER 8, 2021

Sharpening your customer experience skills will help you stay ahead of your competitors. The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings. 6 Customer Experience Skills That You Should Know About 1.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

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

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Analytics 221

Analytics Data Customer Experience Social Media 221

Lumoa

JANUARY 11, 2022

Aiming for a high NPS score will help you in increasing your profit and achieve a high ROI on your customer experience. NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” Without a properly crafted customer survey, you would not get enough data. Promotoer.io

NPS 243

NPS Software Net Promoter Score Survey 243

Lumoa

FEBRUARY 6, 2018

Is customer centricity already part of the company DNA and culture? Are there efficient processes in place for analyzing customer data or communicating customer insights? Is the ecosystem of customer engagement tools and technologies integrated and seamless, or are they siloed?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

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. That's a very typical design of a CSAT survey.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Zonka Feedback

JUNE 22, 2023

Unlocking the secret to exceptional Customer Experiences lies in listening to the voice of your customers. Let's learn VoC Survey Questions to gain customer insights and elevate customer experience.

Voice of Customer 52

Voice of Customer Survey Examples Feedback 52

Thematic

OCTOBER 7, 2024

By actively listening and strategically acting on customer insights, you can transform feedback into powerful business growth. Skip straight to the 8 steps to build a Voice of Customer strategy. What is a Voice of Customer Strategy? What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

Thematic

SEPTEMBER 24, 2024

Each interaction with your brand leaves behind valuable insights. That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Thematic

SEPTEMBER 19, 2024

Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools. Additionally, 37.9%

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX).

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

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

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

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

CX Journey

OCTOBER 14, 2014

In today''s post, I share the second Hangout, with content equally as insightful as the first. Panelists for this Hangout included Erich Dietz (VP of Business Development, InMoment), Tabitha Dunn (Group Director, Customer Insights, Citrix), and Lynn Hunsaker (Head of Customer Experience Optimization, ClearAction).

Metrics 177

Metrics Customer Experience Voice of Customer Measurement 177

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. 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

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Understanding Customer Success Data.

Customer Insights 71

Customer Insights Software How To Touchpoint 71

Lumoa

JANUARY 19, 2023

But since that is not always possible, prioritize the skills we listed above, as those will ensure you have the right background in your newly formed customer experience department. The two positions work closely together to ensure that the customer experience is aligned with the organization’s overall strategy and goals.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

SurveySparrow

JULY 26, 2023

In that case, you must adopt the Voice of Customer (VOC) solution. Understanding the Voice of Customer (VOC) Voice of Customer (VOC) refers to the process of actively gathering and understanding customers’ opinions, preferences, needs, and expectations regarding a product, service, or brand.

Voice of Customer 52

Voice of Customer Social Media Customer Journeys Competitive Advantage 52

SurveySparrow

JUNE 20, 2023

Voice of Customer programs are like a trusty GPS to navigate the tricky and ever-shifting landscape of customer preferences. For businesses seeking to enhance their customer experience, a Voice of the Customer program can provide the exact direction and understanding they need to make informed decisions.

Voice of Customer 52

Voice of Customer Customer Journeys Omni-Channel Strategy 52