Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable. Why are your customers turning away from you?

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

Lumoa

FEBRUARY 13, 2024

Now, each element on the page can be customized, allowing you to create dynamic views that are specific to your needs! Groups page permission changes Groups in Lumoa allows you to control what your users can see and do in Lumoa. An example is a checklist that teaches you how to share data with others ????

Knowledge Base 195

Knowledge Base Groups Feedback Data 195

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. What common questions might customers have?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Thematic

APRIL 1, 2025

CRM and Sales Data: Purchase histories link customer value to feedback. Market Research & Focus Groups: Provide deeper context around customer needs. Segmenting Customers for Deeper Insights Not all customers are alike, which means a one-size-fits-all analysis might gloss over important details.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Michelli Experience

MAY 15, 2018

This week I will focus on the Don’ts of Customer Experience and next week the Do’s. 5 Things You Should Not DO in the Name of Customer Experience. DON’T Create a Touchpoint Map – A touchpoint map is a visual depiction of interaction points between a customer and a business as told from the business’ vantage point.

Customer Experience 138

Customer Experience Customer Journeys Touchpoint Employee Engagement 138

Thematic

FEBRUARY 12, 2025

Through qualitative data analysis , NLP can sift through mountains of unstructured feedback—like reviews, surveys, and even social media posts—to identify patterns and group customers into meaningful segments. In fact, Vodafone New Zealand used text analytics and NLP to analyze feedback from their Touchpoint NPS data.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

Thematic

OCTOBER 30, 2024

Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback. What is voice of the customer? For instance, a bank might tweak its mobile app features based on user requests.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable. Why are your customers turning away from you?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

ReviewTrackers

APRIL 17, 2017

Before we dive into details on what exactly customer experience management involves, let’s first consider this definition of “customer experience.”. To be clear: your company already provides a customer experience. Breaking down “silos”: how companies today approach customer experience management. Not a fragmented one.

Customer Experience Management 90

Customer Experience Management Customer Experience Management Social Media 90

Thematic

MARCH 18, 2025

It does not require extensive customization and consultant-driven setups. Unified Customer Voice Thematic integrates feedback from multiple channels—surveys, social media, and support tickets—into one unified view. Audience Segmentation: Analyze different customer groups for personalized marketing.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

NetBase

FEBRUARY 1, 2019

The customer journey is a circuitous one, with the path to purchase riddled with distractions at every touchpoint. Understanding where your customer is now and predicting where they’re headed will help you avoid losing them along the way. It’s all part of the customer journey these days. Pinpointing the Where and Why.

Customer Journeys 58

Customer Journeys Analytics Customer Experience Social Media 58

Thematic

SEPTEMBER 24, 2024

What is Voice of Customer (VoC) Analytics? Voice of the Customer (VoC) Analytics is the process of gathering, analyzing, and interpreting customer feedback across various touchpoints. This could include social media, customer support, and online reviews.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Lumoa

OCTOBER 31, 2018

Also, companies really need to transform their structures to reflect customer centricity. Let’s think in customer touchpoints instead. Plan transformation, reflect what business case makes it necessary, and take your co-workers and customers with you, that’s what we are doing. Don’t underestimate culture.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Strativity

SEPTEMBER 27, 2017

Strativity Group is fantastic at putting structure to this. Here is the breakdown of how we help our clients understand this and organize their journey maps (often powered by Touchpoint Dashboard technology). Touchpoints in the Relationship journey become the parent to many children. It’s noisy and confusing.

Customer Journeys 40

Customer Journeys Touchpoint Connections Interaction 40

Strativity

SEPTEMBER 27, 2017

Strativity Group is fantastic at putting structure to this. Here is the breakdown of how we help our clients understand this and organize their journey maps (often powered by Touchpoint Dashboard technology). Touchpoints in the Relationship journey become the parent to many children. It’s noisy and confusing.

Customer Journeys 40

Customer Journeys Touchpoint Connections Interaction 40

ShepHyken

NOVEMBER 15, 2023

Don’t use all your VoC tools at once Every VoC program requires a diverse and high-quality data set to be of use, drawn from all the usual surveys, focus groups, interviews, and review analysis, as well as passive VoC methods, such as website behavior data.

Social Media 61

Social Media Feedback Chatbots Touchpoint 61

ProProfs Chat

OCTOBER 30, 2021

Although it may be true that most people move “Customer Feedback” related things to their spam box, yet researchers suggest you should still continue doing it. For one year, HBR surveyed a random group of 945 customers out of 2000 of a large US financial company. Helps admiring Customers Voice. 7 or 8 = passives.

Feedback 95

Feedback Survey Customer Satisfaction Effort Score 95

Oracle

AUGUST 7, 2018

Rather than incremental change for a single customer touchpoint, product, or service, customer-centric innovation focuses on transforming the end-to-end customer journey to create new experiences, new offerings, and greater value. Critically, being customer-led in your innovation efforts requires customer participation.

Innovation 111

Innovation Customer Journeys Customer Centricity Transportation 111

ClearAction

OCTOBER 25, 2018

“Customer behavior, emotions, actions, input and feedback are used to define marketing mixes without regard for traditional organizational ‘sacred cows’. Half of B2C companies and a third of B2B companies have a dedicated customer experience budget. Mature customer-centric marketing is not new, yet timing is right to embrace it now.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

SurveySparrow

SEPTEMBER 29, 2023

But what exactly is a customer experience workshop, and why is it so important? What is a Customer Experience Workshop? A customer experience workshop is a dedicated space and time where a group of people from different parts of a company come together to make their customers happier. Let’s see.

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52

Wootric CX Blog

MARCH 18, 2021

In this step, you’ll gather information across the customer journey. Many people at the Growth Stage have already identified critical touchpoints in the customer journey that drive success, including: Achieving first value. The Listen step focuses on asking the right questions at these touchpoints to help you optimize your CX.

Net Promoter Score 52

Net Promoter Score Effort Score How To NPS 52

ClearAction

AUGUST 29, 2015

Closing the loop with a customer about a low rating on a survey or an issue they've contacted the company about is in almost everyone's recipe for customer experience improvement. Addressing one at a time can help you save one customer at a time from defecting to your competition.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

ProProfs Chat

NOVEMBER 26, 2021

VoC programs incorporate various methods, however, the voice of the customer survey remains the key part among all methods. . Data collected from VoC surveys must be captured from the end-to-end customer journeys at every touchpoint, and portrayed into a single picture denoting customer experience. Focus groups.

Examples 52

Examples Survey Net Promoter Score Social Media 52

DCX

JULY 30, 2024

Example: "Our goal isn't just to answer 100 calls a day, but to resolve 95% of customer issues on the first contact." Illustrating customer impact: Share customer journey maps highlighting touchpoints where service interactions make or break the experience. Many customers value environmentally responsible practices.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SurveySensum

DECEMBER 1, 2021

Can’t customize the NPS scoring. NICE Satmetrix is an NPS tool that helps you capture customers’ voices. Plus, you can instantly send surveys using its powerful integration with customer relationship management tools like Salesforce. Difficult to manage contacts. Contact AskNicely for detailed pricing .

NPS 52

NPS Net Promoter Score Tools e-support 52

Confirmit

MAY 29, 2018

This gives you the ability to build a strategy to approach these 3 groups, for example closing the loop with your Detractors, or leveraging positive word of mouth with your promoters. Take tactical actions to close the loop with individual customers (or a selected group of them). Quick Facts About NPS. Is NPS® a Percentage?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40

Pointillist

JULY 5, 2019

In this post, I’ll explain how you can raise your voice of customer program to the next level by providing seven powerful ways to supercharge it and make it actionable, so you can maximize the ROI of your VoC investments. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

DCX

JUNE 11, 2024

Identify Key Touchpoints Take a good hard look at your customer journey and pinpoint the spots where going hands-free could really make a difference. Co-creation is all about teaming up with your customers to brainstorm ideas, get feedback, and shape your products and services.

Strategy 52

Strategy Gamification Case Study Innovation 52

ijgolding

JULY 15, 2016

When you read a customer comment that is related to a low score your first response is often defensive; to try to excuse or explain away the complaint. The very act of listening to customers’ voices when they explain a low score is one of collaboration and cooperation, it is an act of understanding – it is empathy-building.

Connections 120

Connections Airlines Feedback Survey 120

Experience Investigators by 360Connext

MAY 15, 2024

These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support. There’s a culture component to it, a conscious culture change around how we think about customers. And when we ask for feedback, we have to make it matter.”

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

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)? Analysis – Analyzing responses to uncover trends, themes and customer expectations. Collection of customer feedback.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Lumoa

JANUARY 14, 2025

Groups logic can now be customized! You can choose whether you want your Groups to use OR logic or AND logic. By default, Groups use an OR logic. However, we can make it so that Groups uses AND logic instead of OR logic. Check out our article on Groups for more information.

NPS 195

NPS Analysis Groups Feedback 195

SurveySensum

JANUARY 13, 2025

Omnichannel feedback involves collecting customer opinions from every touchpoint online, in-store, mobile apps, or during support experiences. Its all about creating a connected system where feedback from all touchpoints comes together, giving you a clear, 360-degree view of your customers experience.

Omni-Channel 52

Omni-Channel Feedback Customer Insights Social Media 52

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Evaluate (and prevent) the risk of your customers churning. Voice of the Employee.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40