Lumoa

FEBRUARY 9, 2023

Share data and results of the customer experience analytics in an easy-to-use tool. Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience. To summarize, CSAT is a very good tool if you want to measure how a customer is satisfied with one-time interaction.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Lumoa

NOVEMBER 8, 2018

Use an NPS survey to track customer loyalty over time, send out CES surveys to understand how easy it is for customers to get the support they need or distribute CSAT surveys to understand how satisfied customers are after key touchpoints in the customer journey. That's a very typical design of a CSAT survey.

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

GetFeedback

MAY 9, 2019

This means they operate consistently based on a clear set of values, holding themselves and their teams accountable for their particular ownership of the customer experience. . They’re also empowered with the necessary tools and encouraged to actively contribute to the customer experience.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

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? The challenge?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Although customer churn might be calculated in different ways, generally the practice is to count the total amount of lost customers, percentage of lost customers or lost business value within specific time range.

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

Thematic

APRIL 1, 2025

This cheat-sheet will help everyone understand different customer voices. Thankfully, modern customer insight programs use analytics tools (and, increasingly, AI) to simplify this process. " AI and analytics tools supercharge your ability to leverage customer insights and analytics.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

CX Journey

OCTOBER 25, 2016

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? What tools should you have in your customer-centric toolbox?

Tools 80

Tools Customer Journeys Customer Centricity Touchpoint 80

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

Lumoa

NOVEMBER 7, 2022

By the time the survey has been sent out, responded to, and analyzed, customers have already moved on to the next big thing. In 2021, companies will need to focus on measuring the CX at each touchpoint along the customer journey. This is great news for teams that are looking to dig deeper into their Voice of Customer data.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 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! New tool to help you work with Lumoa Last month we also launched our new Lumoa Messenger bubble, you may even be using it to read this product news!

Knowledge Base 195

Knowledge Base Groups Feedback Data 195

CX Journey

JUNE 22, 2017

In today's post, I'll pick up with the next step, mapping the customer journey, an important tool that helps put the customer front and center. While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions. CRM data, and more.

Customer Journeys 146

Customer Journeys Customer Centricity Communication Social Media 146

CX Journey

JULY 10, 2014

Ensure that you have the right feedback at the right time from the right customers, then glean insights, create action plans, and drive it all back to the right departments and right employees who take action at the right touchpoints at the right time. Challenges I might make this sound simple and simplistic. I know it''s not.

Data 177

Data Customer Experience Customer Journeys Analysis 177

Comm100

JANUARY 11, 2023

Customer service automation is the process of adding artificial intelligence (AI) into customer service operations to automate routine tasks and processes. Some of these AI tools are fully automated, meaning that customers receive a response without any human intervention.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

Thematic

FEBRUARY 12, 2025

Imagine being able to quickly identify patterns in posts, like customers raving about your new product design or expressing frustration over a recent change. Instead of spending hours on time-consuming manual reviews, text analytics tools let you see the big picture in minutes. But they can be overwhelming when they flood in.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Although customer churn might be calculated in different ways, generally the practice is to count the total amount of lost customers, percentage of lost customers or lost business value within specific time range.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Thematic

SEPTEMBER 24, 2024

We’ll cover the best practices for collecting customer feedback as well as how to choose the right VoC tools for your business. 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.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Lumoa

APRIL 28, 2024

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. If you are looking for a customer experience platform that fits your needs, we compared three major tools to help you find the right one: Medallia, Qualtrics, and Lumoa.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

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. Focus on insights.

Customer Experience Management 90

Customer Experience Management Customer Experience Management Social Media 90

Experience Investigators by 360Connext

MAY 15, 2024

Jignesh Shah - VP of Products & GTM leader @ Blackhawk | LinkedIn Build Your CX Foundation as an Organization Suraj “SUV” Venkitachalam , Senior Director, Customer Voice Strategy and Execution at Cisco, attributes his team’s CX success to the alignment they’ve driven in the organization. I’ve been with Cisco for 2.5

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale. What is voice of the customer?

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

NOVEMBER 30, 2022

They can also be used for experience mapping , which is a detailed visualization of a customer’s experiences with your product or services over time. This is beneficial because it puts you in the customer’s shoes and helps you to better understand how customers feel at various touchpoints throughout the customer journey. .

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

CX Journey

APRIL 3, 2019

In case there was any doubt, customer understanding really is the cornerstone of customer-centricity!

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

ChurnZero

SEPTEMBER 23, 2020

At ChurnZero, we’re dedicated to providing our customers with the tools they need to retain their most precious asset – their customer base. . About ChurnZero: ChurnZero helps subscription businesses fight customer churn. You can view the full award recipient list here. .

B2B 98

B2B Healthcare Touchpoint Customer Voice 98

Thematic

MARCH 18, 2025

They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. They either don’t have the right tools, or they’re stuck manually sorting through thousands of comments, trying to make sense of what customers are saying.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

SurveySensum

DECEMBER 1, 2021

15 Best NPS Tools to look for in 2022. What is an NPS tool? How to choose the right NPS tool? 15 Best NPS tools of 2022. If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there. What is an NPS tool? How to choose the right NPS tool? Introduction.

NPS 52

NPS Net Promoter Score Tools e-support 52

ChurnZero

APRIL 22, 2020

“ChurnZero earned a Top Rated award based directly on feedback from their customers. Reviewers on TrustRadius value ChurnZero’s onboarding capabilities, customer health tracking tools, and flexible integrations with other applications.” ChurnZero is headquartered in Washington, D.C.

B2B 75

B2B Touchpoint Software Feedback 75

CX Journey

JULY 7, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. The map must include more than just what the customer is doing, thinking, and feeling.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

CX Journey

AUGUST 11, 2015

Image courtesy of 10ch In the world of customer experience, what's the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and intuition. Or you think you know what's best for customers.

Policies 80

Policies Touchpoint System Feedback 80

PeopleMetrics

FEBRUARY 25, 2022

These are the most frequently asked questions about customer experience. What is customer experience? 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.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

CX Journey

SEPTEMBER 8, 2016

Components of a Voice of Employee Program Companies listen to customers to understand them and their experience, but at the root of the customer experience is the employee experience. If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Help Scout

AUGUST 31, 2021

Our mission is to support small businesses with tools that make customer support more helpful and human. You’re an A+ listener and communicator with the ability to synthesize feedback and be the customer's voice to help your teammates become better marketers, designers, builders, and more. View the full job description 5.

Examples 96

Examples Social Media Customers Customer Service Representative 96

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. That last bit will get you in trouble if your tool isn’t on-point with its accuracy.

Customer Journeys 58

Customer Journeys Analytics Customer Experience Social Media 58

PeopleMetrics

NOVEMBER 17, 2014

Your overall metric is specifically designed to capture your impact as a manager (VOE) or customer-facing employee (VOC), but it’s also designed to capture everything else. For VOC, this includes price, every touchpoint including other staff and your website, variety, quality, your competitors, and more. Stay up to date!

Tips 59

Tips Metrics Leadership Feedback 59

CX Journey

APRIL 3, 2019

In case there was any doubt, customer understanding really is the cornerstone of customer-centricity!

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

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

ShepHyken

NOVEMBER 15, 2023

They deploy every VoC tool at their disposal only to find that analyzing and actioning huge and diverse data sets is far from easy. But many think data is about volume rather than diversity or quality.

Social Media 62

Social Media Feedback Chatbots Touchpoint 62