InMoment XI

NOVEMBER 21, 2024

The process helps you build a rich dataset that provides insight into customer behavior. The next step is identifying patterns in this data to help you better understand your customers. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. Take Action.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Retently

MARCH 11, 2025

Every day, a CX Manager checks: CSAT (Customer Satisfaction Score) : How happy were you with your support experience? If scores drop, is it because of longer wait times, unhelpful responses, or an issue with a specific agent? Response times : How long does it take for customers to get a resolution? The solution?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Thematic

APRIL 1, 2025

💡 Tip: Create a simple chart of your customer segments and list the top 3 concerns or needs for each, based on your data. This cheat-sheet will help everyone understand different customer voices. Or surveys might highlight frustration due to long support wait times. Then, overlay insights from your data.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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? This cuts down on wait times and improves call routing.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

DCX

JUNE 11, 2024

There are endless ways to gamify your customer experience, no matter what industry you're in. Maybe it's a loyalty program that rewards customers for repeat purchases or referrals. AI-powered chatbots handle millions of customer inquiries with ease, reducing wait times and boosting service efficiency.

Strategy 52

Strategy Gamification Case Study Innovation 52