Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62

AskNicely

JULY 17, 2018

Collecting real-time feedback not only enables you to get a quick temperature-read on your customers, but it gives your team authentic, actionable insights that you can apply to your roadmap for quicker innovation and faster iteration cycles. Putting Customer Feedback to Work. The Business of Helping Customers Tell Stories.

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

Retently

MARCH 11, 2025

They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Comm100

APRIL 17, 2018

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! The Importance of Customer Feedback. How to Collect Customer Feedback.

Feedback 214

Feedback How To Roadmap Survey 214

InMoment XI

MAY 18, 2022

There’s no one right way to collect feedback. Following the methodology below, our own customer experience (CX) program (Elevate) is successfully getting feedback from upwards of 90% of closed sales opportunities in our best months—and the insights are invaluable. Using the Right Listening Technique. Building Human Connections.

B2B 370

B2B Company Roadmap Sales 370

InMoment XI

APRIL 26, 2022

Key 1: Don’t Be Afraid to Make Mistakes Key 2: Engage New and All Audiences Key 3: Apply What You’ve Learned. Key 2: Engage All Audiences. For many years now, the big idea behind CX and EX programs has been to simply gather as much feedback as possible from as many people as possible. Key 1: Don’t Be Afraid to Make Mistakes.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. Continuous Improvement: Customer experience serves as a continuous customer feedback loop for product improvement and helps you to identify emerging trends, evolving needs, and areas that require ongoing enhancement.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

Thematic

MARCH 30, 2025

A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. We’ll explore customer feedback loop best practices to make the loop a powerful asset for your business.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback How To Social Media B2C 195

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional 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

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 297

Customer Experience Leadership Innovation Roadmap 297

InMoment XI

JULY 13, 2022

One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. Determining your NPS is important, of course, but analyzing the open-ended responses to the follow-up question is what will help you understand the “why” behind your score and make NPS feedback actionable.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

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. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

JANUARY 27, 2025

The customer, already engaged and receptive, books the session, which results in them purchasing additional products. Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

GetFeedback

NOVEMBER 18, 2019

The work to take action on feedback actually begins long before you even launch your CSAT survey. As you’re designing the survey, in order to ensure that you can take action on the feedback you get from customers, you need to consider the following for each question you ask. What makes feedback actionable? . Who will act on it?

Feedback 199

Feedback How To Analysis Survey 199

Experience Investigators by 360Connext

JANUARY 5, 2022

This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Examine Your Current Roadmap.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

CX Accelerator

JUNE 8, 2020

Engage team members, showing them the critical role they play in helping to improve the customer experience. When frontline employees navigate difficult customer issues, their engagement will increase when they see leadership addressing some of the problems they share. Present your product roadmap and get valuable customer input.

Survey 345

Survey Social Media Contact Center Call Recording 345

Calabrio

MARCH 22, 2025

Modern workforce management encompasses critical tasks like contact center forecasting and scheduling , as well as the staffing, onboarding, training and development processes that are part of empowering, engaging, and retaining productive contact center employees.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

OCTOBER 7, 2024

Smart Recommendations and Summaries Reduce time to insights and improve program engagement with coaching recommendations Let AI be your sidekick to make sense of your customer voice in seconds. These summaries can be shared across teams, helping to streamline decision-making and foster engagement across the organization.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

InMoment XI

NOVEMBER 30, 2023

Engage with Your Audience: Build strong relationships with your audience through active engagement. Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction. Employee Engagement Your employees are integral to your brand’s reputation.

Brands 284

Brands Management Multi-Channel Social Media 284

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback. Ecommerce success isn’t static.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Gainsight

JANUARY 17, 2020

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. Chris Chumley.

Feedback 117

Feedback Roadmap ROI Case Study 117

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Effort Score How To Metrics 96

Experience Investigators by 360Connext

JUNE 22, 2021

Or maybe they have been trying to share feedback , but don’t feel heard. Did they seek support at similar times or stop engaging with the product or relationship manager? Now that you know who your at-risk customers are, it’s time to take action to not only keep them from leaving, but keep them truly engaged with your brand.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. Whats in it for you?

Report 90

Report How To Effort Score NPS 90

AskNicely

OCTOBER 18, 2015

A startup is totally reliant on its customers to provide the feedback loop for product development and spreading the word to their respective communities”says Wipster COO, Kristen Lunman. Build an engaged community. It’s critical you continue to engage with them on their platform of choice to build brand advocacy.

Video 186

Video Net Promoter Score NPS Roadmap 186

InMoment XI

MAY 3, 2024

These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience. Customer Pulse Feedback: Real-time feedback channels that capture customer sentiments and preferences. Staff Feedback: Gathering insights from frontline staff to understand customer interactions and pain points.

Retail 195

Retail Return on Investment ROI Analysis 195

PeopleMetrics

APRIL 3, 2025

Predictive risk indicators based on recent feedback trends. And thats where AI can help prioritize and surface the most relevant feedback, summarize themes, and even flag potential churn riskall inside your CRM. Integrating social feedback into CRMs is still hard, mostly due to anonymity. Social Data? Whats working (or not)?

CRM 62

CRM Data Roadmap Call Center 62

Retently

OCTOBER 23, 2024

It’s no longer enough to just sell a product; stores must engage with their audience at every step of the buyer’s lifecycle to ensure an exceptional customer experience. While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 139

Feedback Effort Score Social Media Customer Satisfaction 139

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Customer feedback dashboards. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Gainsight

OCTOBER 25, 2021

Constant feedback is the lifeblood pumping into every successful product delivery. Product feedback loops are the ultimate tool for scanning a user’s experience, pinpointing product shortfalls, and boosting your product. Wondering how to anchor these feedback loops into your product? Why build customer feedback loops?

Feedback 98

Feedback Roadmap User Experience Analysis 98

Alida

DECEMBER 7, 2018

” QVC is a leading video and e-commerce retailer, engaging with millions of shoppers every day. This insight empowers QVC to be more reactive and agile in their roadmap and attract new, younger audiences whilst still catering to their traditional customer base. We caught up with their insights team on their priorities for 2019.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

GetFeedback

JULY 19, 2019

In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. Customer feedback (aka Voice of the Customer ) is a gift. Customer feedback should be cherished, not evaded. Business is no different.

Data 262

Data How To Social Media Effort Score 262

Lumoa

JANUARY 27, 2023

A customer experience audit evaluates the customer’s experience while engaging with a business or a brand. Yet, many businesses neglect to make one despite its many benefits – more engaged and satisfied customers, direction and focus on areas to improve, and lots of growth opportunities! So what can be done?

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195