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

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. They now have AI tools that can help them craft more compelling messages about VoC initiatives, analyzing what types of communication resonate best with different internal audiences.

Voice of Customer 77

Voice of Customer Communication Effort Score NPS 77

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

Thematic

OCTOBER 30, 2024

That means fine-tuning your CX depends on how well you can sift through the noise and meaningfully analyze customer feedback. This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Calabrio

MARCH 5, 2025

Luckily, for businesses looking to deliver for their customers, the era of guess-and-check CX improvement is overas long as you can uncover the actionable insights in all that CX data. Well start with the basics, and then move on to the best practices and best CX analytics tools for creating a truly customer-centric approach in 2025.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

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

Thematic

OCTOBER 30, 2024

AI analytics tools allow you to rapidly analyze thousands of posts from social media channels. Once you understand how your customers really feel, it’s easier to address complaints, improve the customer experience, and identify opportunities for growth. Skip straight to the Best Tools for Social Media Sentiment Analysis.

Social Media 62

Social Media Analysis Tools Multi-Channel 62

Calabrio

MARCH 22, 2025

Ultimately, they must all be working in concert with each other, united by clear planning and goal-setting, effective measurement and reporting, and holistic optimization efforts that drive continuousand comprehensivecontact center improvement strategies. They may focus on one particular area or team within the operation.

Contact Center 130

Contact Center Management Strategy Call Center 130

GetFeedback

MAY 13, 2019

Building a cross-functional voice of customer program will give your customers a greater presence within your decision-making process and help create positive experiences, generate more referrals, and overall improve your customer satisfaction. Raw customer comments and sentiment. Repeat customer stories.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? On its face, Voice of the Customer (VoC) refers to just what it sounds like: what your customers have to say.

Contact Center 100

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

Lumoa

MARCH 20, 2018

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. The optimal way to reduce customer churn is to improve customer experience. Image by Retently.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

SurveySensum

APRIL 15, 2025

However, what if you’re not actively gathering and analyzing customer feedback? This is where Voice of Customer (VoC) tools come into play. These tools also help you connect with the right customers, gather invaluable insights, and analyze their responses all from a single, user-friendly dashboard.

Tools 52

Tools Multi-Channel Analysis Analytics 52

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? Contact centers are big on analytics.

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182

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? Contact centers are big on analytics.

Contact Center 174

Contact Center Analytics Net Promoter Score Effort Score 174

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

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

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

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

Lumoa

JANUARY 19, 2023

Service Blueprint provides an organized visual representation of the customer journey, showing all the touchpoints between a customer and a company’s services in an easy to understand format. It’s an effective tool for uncovering potential pain points and identifying opportunities for improvement.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

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

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. But how do you know where to invest your time, effort, and money?

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

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

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

ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth. This should align with your company’s overall business strategy.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

InMoment XI

FEBRUARY 12, 2024

On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management. Benefits of Integrated Customer Experience Most businesses think that integrated CX is a practice that realizes very little monetary value.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Recognise your business is about the customer and not you.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Lumoa

SEPTEMBER 8, 2021

While useful, these activities not only miss a tonne of valuable detail, but they are also no longer enough to keep up with increasingly fast release cycles and changing customer sentiment. Help your organization amaze and delight your customers by strengthening these skills. 6 Customer Experience Skills That You Should Know About 1.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

Thematic

FEBRUARY 24, 2025

Live chat and support interactions – Collect real-time feedback from customer service exchanges. These methods, combined with AI-powered survey tools, help businesses extract meaningful insights from open-ended responses, online reviews, and customer support interactions. Just look at the case of DoorDash. One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Lumoa

APRIL 18, 2023

Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.) And customer-centric companies have been using surveys to understand customer needs for even longer than that.

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

Lumoa

AUGUST 8, 2023

So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys! Customers are an integral part of any business’s success. This shows the tangible, bottom-line benefits of listening to your customers.

Analysis 195

Analysis Survey Feedback How To 195

InMoment XI

OCTOBER 8, 2024

By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

InMoment XI

JANUARY 4, 2024

Actively seeking and acting upon customer feedback demonstrates a commitment to continuously enhancing the in-store experience. Using InMoment’s predictive customer analytics tool, you get automated insights from unstructured feedback that help you notice what needs to be improved, or what is performing well.

Retail 195

Retail Customer Experience Effort Score Social Media 195

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. Check out this infographic!

Metrics 195

Metrics NPS Infographics Effort Score 195

Lumoa

OCTOBER 12, 2020

Every customer-centric business strategy centers around putting the customer at the core of their business, and that means closing the customer feedback loop. While surveys like NPS, CSAT, CES , or market research can be helpful tools for understanding your customer base, they come with their own share of challenges.

Feedback 195

Feedback How To NPS Customer Centricity 195

Thematic

MARCH 30, 2025

Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS). In short, when you close the loop, you reinforce the entire user feedback loop —showing customers they’re not just heard; they’re valued. The lower is the score the higher is the churn.

Feedback 62

Feedback Roadmap Effort Score NPS 62

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. Are there missing insights?

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

GetFeedback

NOVEMBER 4, 2019

Surveys are only the foundational tool . If I say “Voice of the Customer” do you automatically think survey? Most people do because surveys are a great way to gather information from your customers. . They are easy to deploy and generally quick for customers to respond to. Let’s play a word association game.

B2B 150

B2B Company Effort Score Multi-Channel 150