Calabrio

MARCH 22, 2025

By boiling down the whole universe of topics into a manageable list, you can take action based on what matters most your customers. Turn voice-of-customer insights into better marketing and sales strategies The contact center offers unparalleled insight into the true voice of your customer.

Contact Center 130

Contact Center Management Strategy Call Center 130

Thematic

SEPTEMBER 19, 2024

Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

Thematic

SEPTEMBER 24, 2024

That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth. What is Voice of Customer (VoC) Analytics? And that benefits the bottom line.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

InMoment XI

JANUARY 4, 2024

Net Promoter Score (NPS) What it is: NPS is a widely used metric that assesses customer loyalty by asking a simple question: “How likely are you to recommend our brand to others?” The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. References Trustmary.

Retail 195

Retail Customer Experience Effort Score Social Media 195

InMoment XI

JANUARY 10, 2023

So, let’s return to our original question: The role of a CX manager is to determine, implement, and refine the CX technology and vision required to see the entire customer journey from the customer’s perspective. Gather Voice-of-the-Customer (VOC) data (examples). Book a consultative demo today.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

InMoment XI

FEBRUARY 12, 2024

Net Promoter Score (NPS) NPS measures the likelihood of customers recommending your business to others. This is most likely done in a survey form by asking customers to answer this question on a scale of 1-10. By tracking changes in NPS before and after implementation, you can assess the impact on customer loyalty.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

SurveySensum

OCTOBER 14, 2024

Well, to help you with that, we collated a list of some crucial voice of the customer questions that will help understand your customers’ interests and analyze the market. But let’s first have a clear idea of what Voice of the Customer is. What is the Voice of Customer?

Voice of Customer 52

Voice of Customer Survey Customer Retention Feedback 52

SurveySparrow

DECEMBER 27, 2023

In this blog post, we will explore the three best Voice of the Customer framework for B2B SaaS companies, highlighting their benefits and providing practical advice for leveraging them effectively. What is Voice of Customer Framework? How Beneficial is the Voice of Customer Framework? Let’s dive in!

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

Wootric CX Blog

MAY 12, 2020

As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. To make the most of your time and energy, we’ve put together this list of things SaaS businesses should know before they dive into the NPS world. Wait, what is NPS exactly? Have questions?

Net Promoter Score 98

Net Promoter Score NPS Effort Score Survey 98

Thematic

MARCH 18, 2025

As said earlier, a customer insights platform is a tool that collects, analyzes, and organizes customer data from various sources, turning raw feedback into actionable insights. The Voice of Customer , their thoughts, their needs, their wants—these are things you can’t afford to ignore.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

InMoment XI

OCTOBER 8, 2024

Listen to Customer Feedback Most companies receive customer feedback , but few organizations take the steps necessary to listen to and implement customer feedback in their organization. You can also improve customer experience by utilizing tools like sentiment analysis, which will help you analyze unstructured data.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

Thematic

OCTOBER 30, 2024

But the good news is that customers are more likely to share unfiltered feedback on social media than in direct surveys or customer service channels. Social media sentiment analysis can complement Voice of Customer programs by adding more color to existing customer feedback.

Social Media 62

Social Media Analysis Tools Multi-Channel 62

Wootric CX Blog

JANUARY 14, 2020

Customer communication platform: support tickets. CX management platform: voice of customer data (satisfaction, loyalty, attitudes, emotions, themes, requests). With a single click: Customer data — traits, events, etc.– Voice of customer feedback from Wootric becomes available to other platforms.

Customer Experience 64

Customer Experience Net Promoter Score Effort Score Voice of Customer 64

Thematic

JANUARY 28, 2025

These are where you want to get your data: Product reviews : What do customers love or hate about your product? Voice of Customer (VoC) : Surveys and interviews reveal what people are really saying. With such knowledge, it’s easier to make better decisions and keep customers happy.  But where?

Analytics 62

Analytics Analysis Social Media Effort Score 62

SurveySparrow

MARCH 9, 2024

Gartner has found out that listening to the voice of customers can increase upselling and cross-selling by 15-20%. At the same time, the report also discusses how the customer retention expenditure can be reduced by 25% as well. It is widely known that catering to customer needs makes a business.

Tools 52

Tools Voice of Customer Touchpoint Social Media 52

Thematic

OCTOBER 8, 2024

Yet 68% of businesses reported their customers were “very satisfied” This just proves that many companies don’t really know their customers as well as they think they do. A solid Voice of Customer program helps you listen to your customers and take their opinions into account in your business decisions.

Analytics 62

Analytics Tools Feedback Handbook 62

Totango

JANUARY 2, 2020

Make sure that your CS team can reach out to customers (and collect data) through different channels. Voice of Customer data including surveys and NPS scores as well as system data like support feedback can all be helpful. Request a demo whenever you’re ready to try it out for yourself.

Data 71

Data Roadmap Customers Customer Success 71

Thematic

SEPTEMBER 29, 2024

These alternatives provide support center analytics to help reduce ticket volume and fix recurring customer issues. Thematic’s powerful AI with LLMs discovers and quantifies what matters most to your customers in minutes with readable summaries. Both these feedback analytics tools offer competitive alternatives to Chattermill.

Social Media 62

Social Media Analysis Analytics Feedback 62

SurveySensum

JULY 2, 2024

Additionally, you can get on a demo call with the company and see if their tool will be a right fit for you. Now that we know how to choose the right tool let’s take a look at 10 customer feedback tools. It allows you to create NPS , CSAT, and CES surveys for various touchpoints in the customer journey.

Comparison 52

Comparison Tools Feedback Multi-Channel 52

Thematic

APRIL 14, 2025

Here are 10 proven methods to help you gather and apply customer feedback to make smarter, more data-driven decisions: Surveys and questionnaires – Get structured feedback at scale. Net Promoter Score (NPS) – Measure loyalty and ask why. Customer journey mapping – Visualize key moments in the customer experience.

62

62

Thematic

SEPTEMBER 15, 2024

The following two Medallia alternatives have similar features that help manage customer experience data, employee engagement, and text and speech analytics. The voice of customer (VOC) solution lets you gather survey responses and combine customer feedback from direct, indirect, and operational sources. What's next?

Contact Center 62

Contact Center Analysis Feedback Analytics 62

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Click here to know more about the customer journey . NPS Survey.

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

Totango

OCTOBER 10, 2019

It can take many forms but will generally fit into one of three broad categories: Customer Initiated Feedback: Escalations, or comments given during high-touch customer engagements. Customer Monitoring Feedback: Metrics and goal-based assessments of product use and effectiveness taken from data-driven customer monitoring. .

Feedback 64

Feedback Customer Experience How To Competitive Advantage 64

Totango

FEBRUARY 5, 2021

Increasing Organic Growth: Emphasize retention rate, expansion rate, and customer health. Increasing Customer Centricity: Emphasize Net Promoter Score (NPS), Customer Satisfaction (CSAT) data, and community data. Voice of Customer (VOC) Metrics. ? Are customers happy with our products?

Customer Success 73

Customer Success How To Net Promoter Score Financial 73

SurveySparrow

NOVEMBER 1, 2023

Signup 14-Day Free Trial • Cancel Anytime • No Credit Card Required • Need a Demo? Survey Customization Online survey tools and apps allow businesses to create customized transactional surveys tailored to their specific needs. Pinpoint Pain Points: Identify specific issues customers face for prompt resolution.

Survey 52

Survey Customer Experience Customer Journeys Effort Score 52

Wootric CX Blog

AUGUST 22, 2019

You listen to the voice of the customer–endeavoring to understand what customers are thinking and feeling, identifying gaps, and driving the cross-functional changes needed to ensure customers stay engaged and loyal fans. . Voice of customer feedback programs are challenging.

Customer Experience Management 45

Customer Experience Management Trends Net Promoter Score Customer Experience 45

SurveySensum

DECEMBER 22, 2022

Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. Customer feedback is crucial for any business’ growth. This will significantly boost your customer retention rate.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Thematic

JUNE 17, 2024

" The focus is moving away from merely improving customer sentiment metrics like NPS and CSAT to driving tangible business value and measurable outcomes. It includes all channels where customers express their opinions and experiences, such as social media, contact center interactions, and even product usage data.

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

SurveySensum

AUGUST 30, 2024

Leverage AI capabilities like machine learning and text analytics with SurveySensum, to analyze your customer data, derive insights, and tailor your offerings to exceed customer expectations. Get a Live Demo Free Forever • No Feature Limitation • No Credit Card Required • Sign Up For Free 2.

Customer Experience Management 52

Customer Experience Management Financial Self Service Strategy 52

CX Workout - Ideas Blog

DECEMBER 22, 2020

This was then followed up by asking NPS for both brands. Below are the collective NPS scores for the brands that went above and beyond and the brands that let people down. From these two data points alone, it is evident that brands that went above and beyond deepened the connection with their customers. For More Information.

NPS 52

NPS Financial Survey Effort Score 52

Thematic

MAY 19, 2022

It results in better products and services, as well as improved customer satisfaction and retention. What is a Voice of Customer (VOC) program? A Voice of the Customer program is the process of identifying, analyzing and acting on insights into your customers' preferences, expectations, and dislikes.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

Thematic

AUGUST 20, 2024

Recently, Arianna shared with us the key obstacles that user research and voice of customer (VOC) teams face – and which Generative AI tools you can use to overcome them. With Thematic, they could merge datasets and comprehensively understand customer issues. Today, she’s the Head of UX Research at OpenAI.

Tools 62

Tools Analysis Video Feedback 62

Wootric CX Blog

AUGUST 4, 2020

It becomes less expensive to acquire new customers, and the revenue pours in exponentially. . While many SaaS companies are still largely concentrated on acquisition-based growth through demos and trials, we’re seeing a shift to focus on the end-user and the metrics that capture how happy they are, because those end-users lead growth.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

SurveySensum

JULY 6, 2023

For example, Amazon uses data analytics to analyze customer purchase history and browsing behavior to offer personalized product recommendations and exclusive discounts. This personalized approach not only increases customer satisfaction but also boosts sales and customer loyalty. Start by using – SOCIAL MEDIA CHANNELS.

Customer Satisfaction 52

Customer Satisfaction Retail Tips Marketing 52

SurveySensum

JULY 6, 2023

For example, Amazon uses data analytics to analyze customer purchase history and browsing behavior to offer personalized product recommendations and exclusive discounts. This personalized approach not only increases customer satisfaction but also boosts sales and customer loyalty. Start by using – SOCIAL MEDIA CHANNELS.

Customer Satisfaction 52

Customer Satisfaction Retail Tips Marketing 52

SurveySparrow

FEBRUARY 24, 2024

Engage with customers and manage brand reputation in real time. Voice of Customer (VoC) Programs Systematically capture and analyze customer feedback across various touchpoints. Step 2: Create a survey Select the NPS survey from the customer experience module. Don’t bore the audience. How was that?

Analysis 52

Analysis Social Media Effort Score Survey 52