InMoment XI

AUGUST 21, 2010

VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Demanding workloads press in on our workweek.

Data 150

Data Customer Voice Leadership Customers 150

InMoment XI

AUGUST 21, 2010

VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Demanding workloads press in on our workweek.

Data 150

Data Customer Voice Leadership Customers 150

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 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

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

Lumoa

JANUARY 8, 2024

There’s an avalanche of text data out there. Think about all the customer feedback we see – tweets, reviews, comments, surveys. To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions. Their customers?

Analysis 369

Analysis Software Comparison Social Media 369

Lumoa

FEBRUARY 20, 2018

Not many of them understand that customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team and consistently work on understanding the customer needs.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

InMoment XI

OCTOBER 7, 2024

With AI-powered improvement suggestions, more robust API integrations and intelligent automation, competitor review data ingestion, and individual speaker insights from customer conversations—it’s time to take your CX program to new levels. Strongest Signals 5.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

InMoment XI

FEBRUARY 16, 2024

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

ijgolding

APRIL 4, 2016

I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about customer experience management? Get a free data assessment from ReachForce today. Apart from it being in my genes….

Data 120

Data Customer Experience Effort Score Measurement 120

Lumoa

FEBRUARY 29, 2024

Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice. Essentially, you can select any type of data you want (such as from a certain timeframe or touchpoint) and then “Ask Lumoa” what you want to know about this data.

Knowledge Base 195

Knowledge Base Customer Voice Touchpoint Feedback 195

Lumoa

JUNE 30, 2022

The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Lack of good data.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

CX Journey

NOVEMBER 28, 2018

Image courtesy of Pixabay Are you adding data to your journey maps? In it, I advocated for mappers to add data to their journey maps. And the only way they can be actionable is if you have some data to support or to drive that action. Executives love data and metrics, right? What kind of data?

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

Lumoa

FEBRUARY 9, 2023

Share data and results of the customer experience analytics in an easy-to-use tool. Customer Experience Analytics Customer experience analytics is an important customer experience strategy that helps businesses measure customer satisfaction , uncover customer insights and identify customer pain points.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Lumoa

NOVEMBER 3, 2022

We recently had a webinar hosted by That Cool Man Garen, where he covers the Lumoa Integrations Hub and how it can be used to pull over your own data, your competitors data, and own the market! This lets you make note of specific feedback, track who is taking actions on it, and get alerted if important feedback comes in.

Knowledge Base 195

Knowledge Base Analytics Analysis Feedback 195

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

JUNE 21, 2022

2: Instead of Collecting More and More Data, Take Action On the Data Your Already Have. The CX industry has made big promises to brands; Essentially, if you listen to customers and act on that feedback, you’ll see results like loyalty, retention and other positive business outcomes.

Customer Experience 195

Customer Experience Advertising Feedback Survey 195

InMoment XI

FEBRUARY 14, 2012

In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g.

Survey 150

Survey Social Media Call Center Customer Voice 150

InMoment XI

FEBRUARY 14, 2012

In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g.

Survey 150

Survey Social Media Call Center Customer Voice 150

InMoment XI

FEBRUARY 14, 2012

In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g.

Survey 150

Survey Social Media Call Center Customer Voice 150

GetFeedback

JANUARY 19, 2020

Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Indirect or inferred feedback from analyzing customer interaction data. Frontline employee feedback, because workers see first hand what’s going on, even if the customer doesn’t take time to give feedback.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Lumoa

FEBRUARY 6, 2018

To overcome these challenges: treat customer experience excellence as a context for every job role company-wide, foster true outside-in perspectives: not how can more customers recommend us, but how can we be flexible toward empowering our primary customer segment’s priorities?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

InMoment XI

AUGUST 31, 2023

We’re all about assisting businesses in translating their customer experience initiatives into tangible, measurable business outcomes. Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI. Reason #5: Hear from our Exclusive Partner, NPSx by Bain & Company!

Conference 195

Conference Banking ROI Customer Voice 195

Lumoa

SEPTEMBER 2, 2022

Lumoa offers a way to close the loop with your customers by using the Events page. Immediately identify the customer voice that has yet to be heard. We want it to be clear who is doing what actions in Lumoa, what data is being shared, who it’s being shared with, etc. See who is taking action on feedback.

Knowledge Base 195

Knowledge Base Feedback Customer Voice Survey 195

Lumoa

DECEMBER 17, 2022

Lumoa can now pull your web data through an API, with no fees to setup, and it takes just a few minutes! Not just history – integrations will pull future data the day after it comes in! Check out some of the integrations below, or Admins can use this link to visit the Integrations Hub directly and get started pulling in new data!

Competitive Advantage 195

Competitive Advantage Feedback Comparison Survey 195

Lumoa

JANUARY 17, 2023

Lumoa can now pull your web data through an API, with no fees to setup, and it takes just a few minutes! Not just history – integrations will pull future data the day after it comes in! Check out some of the integrations below, or Admins can use this link to visit the Integrations Hub directly and get started pulling in new data!

Competitive Advantage 195

Competitive Advantage Feedback Comparison Survey 195

Customer Bliss

APRIL 27, 2018

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data. When was it last completed?

Effort Score 181

Effort Score Survey Social Media Customer Journeys 181

InMoment XI

SEPTEMBER 5, 2024

With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base. The only way to do this is by listening to what your customers are saying, which is referred to as the Voice of the Customer.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

CloudCherry

JANUARY 22, 2020

Ignoring the voice of the employee (VoE). Focusing entirely on data collection but no analysis. Struggling with siloed data. Not Monitoring Changes in Customer Perception. McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments.

How To 243

How To Social Media Analysis Feedback 243

GetFeedback

MAY 24, 2019

The best bet is to think through when a survey would make sense from the customer’s perspective. Long story short, sending at the wrong time can lead to vague and unactionable data. The next step is to mine the data to learn from customers, follow up with them, and make improvements. Not asking for details.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

Lumoa

FEBRUARY 13, 2024

In combination with GPT, Ask Lumoa is the “hot new way” to get analysis on your data. Wondering what your biggest issue was last week or how customers are reacting to certain changes? Ask Lumoa is the result of many months of work from our data scientists. Just Ask Lumoa!

Knowledge Base 195

Knowledge Base Groups Feedback Data 195

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. What are the customer experience maturity levels? And your programs and processes should reinforce customer connectedness.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

GetFeedback

SEPTEMBER 20, 2019

An indisputable key component of a customer experience strategy is the Voice of the Customer (VoC) program , also known as customer voice. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Lumoa

NOVEMBER 7, 2022

In fact, personalization is becoming so ubiquitous that customers rarely notice when it’s done right, but are put off when it’s missing or done wrong. #3 3 CX insights are captured in real-time Organizations can’t rely on annual or bi-annual survey data anymore… customers expect change much faster.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

CX Journey

NOVEMBER 18, 2014

To do that, we must have the right data at our fingertips. survey design surveys voice of customer voice of employee' Want more tips on survey design? Take a look at this post: 22 Tips for Proper Survey Design. Hugh Howey, Shift.

Survey 160

Survey Voice of Customer Conference Customer Voice 160

Customer Bliss

DECEMBER 8, 2017

In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals. So overall, we had a lot of feedback but challenges in gaining insights from it.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Lumoa

JULY 10, 2018

Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info. Maybe you are only starting to collect customer feedback now. What to do in that case?

ROI 284

ROI Customer Experience NPS Financial 284

Lumoa

FEBRUARY 6, 2024

Concepts aren’t something that you will be directly engaging with, but with them, our Data Science team can create systems that join phrases together. We want to use Concepts to help refine our AI so that it is easier for you to get to the heart of your customers voice.

Knowledge Base 195

Knowledge Base Feedback Customer Voice Training 195