Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Yes, you can steal that definition. Why is customer experience important? We won’t mind. .

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

SmartKarrot

AUGUST 22, 2022

Understanding the voice of your customers can help you maintain a connection with your customers and avoid misinterpreting customer feedback. Definition of VoC. Voice of the customer (VoC) is a process that helps companies understand what their customers want to improve their products or services.

Examples 10

Examples Tools Social Media Banking 10

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

CX Journey

SEPTEMBER 19, 2018

Employees get their voices heard, and employers can be more agile when it comes to addressing emerging trends that could lead to dissatisfaction and attrition. Focus Groups This is definitely a traditional qualitative listening approach. Social Media In this category, I'll include not only Twitter, Facebook, LinkedIn, etc.,

Customer Journeys 86

Customer Journeys Social Media Employee Experience Feedback 86

CX Journey

MAY 20, 2015

Text analytics tools are not a manual approach to making sense of the data; they take a machine approach to categorizing comments and identifying sentiment of customer comments and other unstructured textual data. I think it's pretty fair to say that I’ve simplified the definition and that there’s much more to it than that.

Call Center 80

Call Center Analytics Social Media Survey 80

Lumoa

OCTOBER 31, 2018

A lean and agile culture will definitely support you in that matter. Jeremy Watkin, Director of Customer Experience at FCR @jtwatkin | blog “Customer experience doesn’t begin with awe and delight as much as we love reading about this on social media. Three words: voice of customer.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160