InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 20, 2022

If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience programme today! Then, the internet was born, and online surveys were created to collect customer feedback in a timely manner. 5 Pieces of Advice from Our EMEA Customer Experience Experts. #1:

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

InMoment XI

JANUARY 27, 2025

Still, in discussing the logistics of the exchange, a nugget of information emerges amid the customers relief at having the issue resolved promptlya comment about wanting to look professional for an upcoming work event. These tools unlock unstructured data, detecting feedback themes and anomalies.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

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

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. This ensures feedback is relevant and actionable. Gathering feedback is only the first step. Closing the feedback loop builds trust and encourages participation. It’s where curiosity turns into connection – or, if you’re not careful, disinterest.

Survey 120

Survey Ecommerce Feedback e-support 120

Retently

JANUARY 13, 2025

Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively. This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not).

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

delighted

APRIL 1, 2024

Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions.

Survey 100

Survey Feedback Conference Net Promoter Score 100

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. From this feedback, you can identify trends and opportunities to improve customer experience.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Typical surveys ask customers to provide the feedback on scales that range from 1 to 10, 1 to 7, and (less effectively) from 1 to 5. But 0 to 10?

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

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

Calabrio

MARCH 11, 2025

These AI-powered QA tools have revolutionized the field, leveraging machine learning, natural language processing and more to help contact centers: Analyze 100% of interactions: Moving beyond limited sampling, AI can scrutinize every customer touchpoint, ensuring comprehensive coverage. However, feedback shouldnt be a one-way street.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

InMoment XI

MARCH 11, 2024

So many businesses today are focused on getting feedback for the sake of getting feedback. But, most businesses fail to act on a lot of the feedback they receive. In order to create a truly great customer experience, you need to implement a customer feedback loop that will integrate your customers into the business.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. Taking the importance of collecting customer feedback out of the way, where do we start?

Ecommerce 109

Ecommerce Survey Retail NPS 109

GetFeedback

SEPTEMBER 20, 2019

It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company. CSAT is used to measure the customer satisfaction of a specific interaction or event. CSAT and CES are touchpoint surveys. It’s a short-term satisfaction metric for customer experience. Free CSAT Calculator.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Lumoa

AUGUST 5, 2022

But, how can retail companies incorporate valuable sources like real-time customer feedback into their operations? We’ll also provide tips to help companies monitor the effect of inflation on real-time feedback and improve customer sentiment during this global recession. The Impact of Global Events on the Retail Industry.

Retail 195

Retail Feedback Trends Consumers 195

Retently

MARCH 11, 2024

Are you curious about the genuine reactions of your attendees after they experience your event? Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. To extract meaningful insights from your post-event survey questions, cover relevant aspects of the event experience.

Survey 96

Survey Analysis Feedback Effort Score 96

GetFeedback

SEPTEMBER 19, 2018

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. Support Feedback. Lost Sales Feedback. Help Article Feedback. Product Feedback.

Survey 199

Survey Net Promoter Score Data Effort Score 199

SurveySensum

OCTOBER 11, 2024

Survey automation has transformed the way businesses launch surveys and collect feedback by streamlining the entire process and eliminating the manual effort and human error of scheduling, launching, and managing surveys. So, what’s the solution here to ensure that the process goes on smoothly, every time, without any extra effort?

Survey 52

Survey Feedback Management Omni-Channel 52

Comm100

DECEMBER 10, 2024

Metric/Event What It Is Why Its Important Daily Active Users (DAU) Unique players engaging daily Tracks daily player engagement and platform activity trends. For instance, you could send them event-based promotions and bonuses through other channels like email, SMS, WhatsApp, Telegram, and more.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

delighted

NOVEMBER 30, 2021

These micro-experiences are called customer touchpoints, and they play a crucial role in fostering customer satisfaction, including trust and loyalty. What are customer touchpoints? What are customer touchpoints? Customer touchpoints are the myriad of moments when a person comes into contact with your company or brand.

Touchpoint 87

Touchpoint Customer Journeys Net Promoter Score Effort Score 87

Win the Customer

NOVEMBER 29, 2024

It involves mapping out every touchpoint a customer encounters, both online and offline. Identify Touchpoints: List all the interactions a customer has with your brand at each stage of the journey. Consider both online and offline touchpoints. Consider using a timeline or flowchart to illustrate the sequence of events.

Customer Journeys 59

Customer Journeys Touchpoint Social Media Competitive Advantage 59

Retently

JULY 8, 2024

This qualitative feedback provides valuable insights into what you’re doing right and what needs improvement. Instead of waiting for a specific time to gather feedback, these campaigns keep a steady stream of CX data flowing in. Early Issue Detection With a constant stream of feedback, you can spot problems early on.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

GetFeedback

JUNE 22, 2019

They are good for gathering real-time customer feedback and building customer relationships. Now we’re going to tell you exactly how to write an NPS survey question to grab your customer’s attention and get the feedback you need. Any interaction or touchpoint with your customer should be on brand. 1: make your survey personal.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

ECXO

AUGUST 9, 2023

An endless cycle of economic, political and social events are becoming the new normal. You’ll have heard a 1000 times that you need to identify the key touchpoints that are a moment of truth with our customers. Don’t get blinkered by the touchpoints that PS / consulting teams traditionally focus on. We live in tough times.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Lumoa

APRIL 14, 2023

Generate a URL that will invite your teammates to Lumoa for you Paste that URL anywhere, such as into Slack, Teams, or an email Watch as new people join and get excited about your customers feedback Using this new feature is quite simple. Using Lumoa to help map the customer journey – Tracking and monitoring feedback from each stage!

Knowledge Base 195

Knowledge Base Touchpoint Survey Feedback 195

Experience Investigators by 360Connext

JANUARY 12, 2021

Your VoC program can allow your leaders to follow a standard and sustainable model of collecting feedback at key moments along the journey, analyze that feedback, then turn those insights into action. If you gather feedback and measure it diligently but are not equipped to do anything about it, it’s not worth asking for it.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

Lumoa

FEBRUARY 13, 2024

And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! Automatically get summaries of thousands of feedback Summaries are done on a per card basis, you could get multiple at once! More information can be found from our knowledge base.

Knowledge Base 195

Knowledge Base Groups Feedback Data 195

Lumoa

JANUARY 2, 2023

It’s a collection and the result of gathered data and feedback about an individual’s experience with a business or service. TNPS gathers touchpoint-specific data to give you an overview of the strengths and weaknesses within your business.”. Transactional Net Promoter Score (tNPS) is a measure of customer satisfaction.

Net Promoter Score 195

Net Promoter Score NPS Effort Score Survey 195

Zonka Feedback

JANUARY 7, 2025

As we look back on 2024, its clear that the way businesses listen to and act on feedback has reached new heightsand weve been right there, leading the charge. This year was defined by innovation that reimagined how feedback works. Here's how our AI solutions redefined the way you gather, understand, and act on feedback:

Feedback 52

Feedback Innovation Touchpoint Tools 52

Retently

MARCH 17, 2025

Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Helps teams react fast to emerging issues in different CX touchpoints (e.g., Identifies patterns & recurring pain points in customer feedback. Whats in it for you?

Report 90

Report How To Effort Score NPS 90

CloudCherry

MARCH 15, 2018

And to stay in sync, you need to listen to customers across multiple touchpoints. You need to be available for them, at their convenience so that you can record their feedback, specific queries and complaints at any particular time. Don’t just be open to feedback. Most churn doesn’t happen overnight.

Wireless 210

Wireless Customer Retention Call Center Advertising 210

Experience Investigators by 360Connext

APRIL 13, 2021

They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. In general, if you want a large volume of customer data, options like automated customer surveys at key touchpoints or open opportunities for customers to provide feedback tend to be better tools.

Customer Journeys 291

Customer Journeys How To Feedback Brands 291

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". And their feedback should always be available in real-time. Here they are!

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

Retently

DECEMBER 10, 2024

This ensures survey data flows smoothly into your broader customer data ecosystem for a fuller understanding of customer behavior and feedback. Each of these will help you select a survey tool that fits your needs and drives meaningful customer feedback. Pricing : Cost-effectiveness is essential, but so is value.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Kerry Bodine

JULY 11, 2017

Here’s how it works: the customers capture each interaction—each touchpoint—on a separate yellow sticky note, and then place those sticky notes on a paper continuum from “least useful” to “most useful.” Can we make a page for upcoming events?” “We Then the facilitator (that’s me!) What made that email helpful?

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

CSM Magazine

FEBRUARY 6, 2025

These subtle touchpoints foster brand affinity and make customers more likely to stay loyal to your company. Deepens Relationships Offering personalized items as rewardswhether after a purchase, during events, or even as part of a loyalty program creates a memorable moment for customers. Highlight its exclusivity to create demand.

Loyalty 52

Loyalty Loyalty Programs Social Media Brands 52