GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Receiving Voice of the Customer feedback. Ticket feedback.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of 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 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

MAY 3, 2022

And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers. So how do you collect the most valuable feedback from your customers? But what they’re not receiving is actionable feedback to improve further.

Insurance 370

Insurance Tips Data Return on Investment 370

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

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. Imagine walking into your office and seeing not just your current NPS score, but AI-predicted trends and suggested specific actions to improve it. Use AI to scale your communication efforts but keep it human.

Voice of Customer 77

Voice of Customer Communication Effort Score NPS 77

Calabrio

MARCH 5, 2025

Digital Interactions: Website and mobile app usage, social media mentions, online reviews, and feedback forms. Surveys and Feedback: Customer satisfaction (CSAT) scores, Net Promoter Scores (NPS), and post-interaction surveys. Transactional Data: Purchase history, order tracking, and payment information.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Calabrio

MARCH 25, 2025

Table of Contents What is the Voice of the Customer (VoC)? Types of VoC Tools How Voice of Customer Tools Work 10 of the Best Voice of the Customer Tools for 2025 Choosing the Right VoC Software for Your Needs What is the Voice of the Customer (VoC)?

Software 130

Software Customer Journeys Tools Contact Center 130

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business. This feedback helps inform how they operate going forward.

Analysis 195

Analysis Survey Feedback How To 195

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. customer effort).

Analytics 370

Analytics Data Customer Experience Social Media 370

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop?

Feedback 195

Feedback How To NPS Customer Centricity 195

Calabrio

MARCH 22, 2025

In the process, contact center management is evolving to be a keyor perhaps the keysite for obtaining customer feedback, uncovering insights, and delivering experiences that fuel improved customer loyalty, better strategic decision-making, and support sustainable business growth.

Contact Center 130

Contact Center Management Strategy Call Center 130

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

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

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

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Analysis 195

Analysis Feedback Social Media Chatbots 195

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort? Let’s find out.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

Answer Dash

NOVEMBER 27, 2018

Brands are battling to provide superior experiences across channels to win over customers, but are too many focusing on the wrong metrics? While many companies focus on scores such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS), they’re overlooking a more important metric that is more intricate.

Effort Score 76

Effort Score Metrics Customer Experience Net Promoter Score 76

InMoment XI

SEPTEMBER 5, 2024

Understanding customer pain points and desires can guide the development of new products or features that address unmet needs, giving companies a competitive advantage. Essentially, once fortified with this extensive and comprehensive data, CX leaders can: Discover why feedback scores, such as net promoter scores are not up to par.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

InMoment XI

JUNE 14, 2022

Voice of customer data illuminates the “why” behind the clicks and the cash. Classic CX surveys like NPS , PSAT, CSAT , and Customer Effort Score(CES) monitor customer sentiment—providing critical insight into behavioral and revenue metrics. Net Promoter Score (NPS): Loyalty and More.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. Who’s nailing VOC?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

ECXO

MARCH 21, 2023

Continuous improvement: Organisations must continuously evaluate and improve their customer experience. Feedback from customers must be taken seriously, and the organisation must take action to address any issues that are identified. In the end, everything is connected.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? This way, efforts can be concentrated on those specific metrics.

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Lumoa

SEPTEMBER 16, 2022

However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . Net Promoter Score in a nutshell. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are.

Net Promoter Score 195

Net Promoter Score NPS Effort Score Comparison 195

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? This way, efforts can be concentrated on those specific metrics.

Contact Center 174

Contact Center Analytics Net Promoter Score Effort Score 174

InMoment XI

FEBRUARY 12, 2024

The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback. On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

InMoment XI

JANUARY 4, 2024

An efficient checkout process contributes to overall customer satisfaction. Customer Feedback Stations Place feedback stations within the store to encourage customers to share their opinions and suggestions. Use this feedback to make informed improvements and adjustments.

Retail 195

Retail Customer Experience Effort Score Social Media 195

Retently

SEPTEMBER 12, 2018

At a first glance, relying on the input provided by the sales, marketing, and support teams might seem sufficient; however, we wanted to take the opportunity to use customer feedback to prioritize the product roadmap from a customer’s perspective as well. Sorting through the feedback is tough. What is NPS?

Analysis 109

Analysis Feedback NPS Effort Score 109

Thematic

FEBRUARY 24, 2025

What if you could anticipate your customers’ needs before they even tell you? That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. customer effort).

Analytics 221

Analytics Data Customer Experience Social Media 221

Lumoa

SEPTEMBER 8, 2021

The best type of voice of customer (VOC) feedback is unfiltered, real-time, represented across the customer journey, and measured across all data points and channels. With this data, you can build a vivid image across departments, different customer industries, stages of implementation, etc.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

Thematic

MARCH 20, 2025

Imagine launching a new product feature based on a hunch—only to find out customers don’t care about it. Or spending months refining a service only to see your customer satisfaction scores plummet. This happens when businesses make decisions without considering customer insights. Just look at Atom Bank.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

OpinionLab

MARCH 12, 2015

When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology. Customer Experience Management. Immediate Action.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

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?

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71