Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Support tickets. Feature requests.

Feedback 221

Feedback Marketing Social Media Effort Score 221

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

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. Net Promoter Score (NPS).

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

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. Basically, it gives you real-time insight into your customers’ experiences. From this feedback, you can identify trends and opportunities to improve customer experience.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

GetFeedback

MAY 24, 2019

Net Promoter Score (NPS) is one of the most popular metrics being used in business today. Numerous studies have found a strong relationship between high Net Promoter Scores and revenue. Many NPS critics purport that the score isn’t useful. A score on its own doesn’t reveal much. Myth #2: NPS is not useful.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.”

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Thematic

APRIL 1, 2025

In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop. Before we dive in, if you're new to the topic, check out our primer on customer insights for a quick introduction.) Why is this important?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Lumoa

NOVEMBER 29, 2021

It is not too difficult to listen to the customer. Companies receive real-time feedback in massive volumes if they only start listening to their customers. As a leader, you often know what your customers think about your products and services, and where are the key improvement areas. Ask your customers!

ROI 243

ROI Customer Experience NPS Financial 243

Thematic

NOVEMBER 14, 2024

It can help you create better products, refine the customer experience, and boost brand loyalty. Organizations who understand their customers can make data-driven decisions that actually meet their needs. Yet understanding how to correctly analyze your customer feedback comes with its own set of challenges.

How To 62

How To Net Promoter Score Analysis Social Media 62

Lumoa

JULY 10, 2018

It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers. As a leader, you often know what your customers think about your products and services, and where are the key improvement areas. Ask your customers!

ROI 284

ROI Customer Experience NPS Financial 284

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

Customer Bliss

APRIL 27, 2018

Take an inventory of all the surveys that go out to customers, when and why. Many well-intentioned survey efforts are siloed for the purpose of finding out how a product or campaign went over, or another question that needs to be answered. Know the options available to gain customer insight in addition to customer surveys.

Effort Score 181

Effort Score Survey Social Media Customer Journeys 181

CloudCherry

JANUARY 22, 2020

At times, refocusing your efforts may be the best course of action. A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Failure to capture unstructured and unsolicited feedback. Ignoring the voice of the employee (VoE).

How To 243

How To Social Media Analysis Feedback 243

Thematic

OCTOBER 30, 2024

However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about. That means fine-tuning your CX depends on how well you can sift through the noise and meaningfully analyze customer feedback. What is voice of the customer?

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Thematic

FEBRUARY 12, 2025

The answer could be hidden in your customer feedback. With text analytics marketing, you can analyze feedback from sources such as social media and surveys to uncover valuable customer insights—helping you create campaigns that truly resonate. Negative feedback doesn’t have to spell disaster, either.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

ProProfs Chat

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback?

Feedback 95

Feedback Survey Customer Satisfaction Effort Score 95

Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Digital is but a channel to the customer but a truly customer-centric approach embraces the customer at all touch points in the journey.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

ijgolding

SEPTEMBER 29, 2016

Maybe not, but if we do not listen to our customers and take the time to understand them, can we say we know what they need and want! Well as I said earlier, I think many organisations find it easier to run the data through a process and come up with a score like NPS. So why have we stopped listening? So what’s the alternative?

Effort Score 120

Effort Score NPS Analysis Course 120

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Retently

AUGUST 9, 2018

We’ve just mentioned that VoC research can help you enhance your products and services to make sure they better meet your customers’ needs. However, let’s go a little deeper, and look into the benefits of collecting, analyzing, and acting on customer feedback: 1. Gather and Analyze All Customer Feedback.

Feedback 87

Feedback CEM Net Promoter Score Social Media 87

Second to None

OCTOBER 1, 2020

But how do you know if your customers are satisfied with your product, service, and experience? Negative” Feedback is Better Than No Feedback Sometimes customer feedback is great! You might be seeing some feedback in the form of: Low-scoring survey measures Direct critiques of your business (e.g.,

Feedback 62

Feedback Effort Score Social Media Customer Satisfaction 62

ChurnZero

APRIL 14, 2020

Bottom line, the stronger bond you have with your customers, the better grasp you’ll have on how the world views your business. But first, let’s talk about customer feedback. What is customer feedback? Customer feedback: why should you care? Feedback vs. review. Why feedback is important.

Feedback 81

Feedback Net Promoter Score Loyalty Programs NPS 81

Second to None

OCTOBER 1, 2020

But how do you know if your customers are satisfied with your product, service, and experience? Negative” Feedback is Better Than No Feedback. Sometimes customer feedback is great! You might be seeing some feedback in the form of: Low-scoring survey measures. They’ll tell you. Investigate the Issue.

Feedback 62

Feedback Effort Score Social Media Customer Satisfaction 62

ijgolding

APRIL 4, 2016

Confusion between Customer Service, Customer Experience and Customer Centricity – they are not the same thing! Drawing the wrong conclusion from poorly executed customer feedback mechanisms – specifically, failing to measure the TRUE end to end customer journey. I have written about this.

Data 120

Data Customer Experience Effort Score Measurement 120

CX Journey

AUGUST 13, 2015

Bring customer data and feedback into the touchpoints to really accentuate the pain, effort, or highlights of the touchpoint. You can even add metrics, e.g., customer effort score, to a touchpoint, which is my fourth point. Whoever understands the customer best wins. Mike Gospe.

Customer Journeys 80

Customer Journeys Effort Score Touchpoint Customer Voice 80

Customer Bliss

APRIL 18, 2017

Even though MSA is a B2B company, one of the interesting things about their transformation efforts is that they look to “The Amazon Experience” — B2C — as a model. It also helps that customer feedback and customer experience are tied to executive bonuses, as well as being listed as a growth strategy internally.

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

CX Journey

NOVEMBER 28, 2018

You must use feedback, data, and metrics to do that. Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc. The world is now awash in data, and we can see consumers in a lot clearer ways. Max Levchin, PayPal co-founder.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? Many organizations believe that by gathering feedback and executing surveys, they have a VOC program in place. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The power of NPS is in the ‘why’ behind your score.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

Amity

OCTOBER 5, 2016

After a while, we started trying to understand where our customers’ pain points were to better serve them. As part of that effort we launched our NPS program, and we started to put together what is now called ‘Customer Voice’ where we gather all the feedback from all the different sources and aggregate it to identify trends.

Customer Success 129

Customer Success NPS Metrics Culture 129

Daniel Group

APRIL 5, 2023

Learn How Improved Daily Customer Interactions Set Navistar Apart From Their Competition! Trish Reed, VP Zero Emissions, Navistar , discusses how CX is not about the score, or about managing performance of a dealer. And when we were coming through that, I think one, we appreciated the importance of customer experience through that.

Interaction 98

Interaction Voice of Customer Effort Score Financial 98

ShepHyken

MARCH 23, 2018

Retaining valued employees requires attention and effort far beyond benefits, pay, and bonuses. Negative customer reviews or feedback. Situation : A pattern of negative customer reviews emerges from direct customer contact, or worse, publicly via social media channels.

Communication 84

Communication Leadership Airlines Social Media 84

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business. This connection is a critical factor in driving customer retention and net promoter score improvements over time.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. The focus on acquisition, scores and fixing issues has been replaced with outside disruption, market ecosystem expectations (i.e. Blockchain, GDPR) and coordination.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Second to None

FEBRUARY 1, 2019

Since its introduction by Fred Reichheld, Net Promoter Score (NPS) has initiated a discussion of its effectiveness in overall growth. NPS is a metric that is used to measure customer loyalty and satisfaction. Net Promoter Score is not merely a floating number. The Power of Referrals.

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82