ECXO

FEBRUARY 3, 2025

Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. Example: A potential customer fills out a form on your website. Example: Imagine a customer buying a piece of software from your company.

Sales 247

Sales Customer Experience e-support Examples 247

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

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

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

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

Wootric CX Blog

JULY 28, 2020

Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. Product roadmaps fit very strategically into this hierarchy. Next, turn those product goals into your product roadmap.

Roadmap 128

Roadmap Guidelines Net Promoter Score Exercises 128

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

InMoment XI

JULY 13, 2022

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. Even if you can’t meet their needs, it is important that their feedback be acknowledged. What Do These Categories Mean?

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations.

Customer Journeys 432

Customer Journeys Culture Leadership Effort Score 432

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

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

InMoment XI

JANUARY 27, 2025

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. Take, for example, a large athletic retailer that implemented InMoments Conversational Intelligence solution to analyze 4.4

Call Center 195

Call Center Contact Center Effort Score Social Media 195

ECXO

MARCH 21, 2023

Feedback from customers must be taken seriously, and the organisation must take action to address any issues that are identified. By involving the user in the design process and continuously adapting based on feedback, products and services can be improved to better meet the market requirements of your customers in your target audience.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. You’ve probably already identified the issue here, right?

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. You need to include questions which are likely to deliver actionable feedback. .

Survey 150

Survey Feedback How To Net Promoter Score 150

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

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. Shout out to Eli Weiss , former Director of CX at Jones Road Beauty , whose example well actively use throughout this guide to showcase data visualization. Whats in it for you?

Report 90

Report How To Effort Score NPS 90

Customer Bliss

SEPTEMBER 19, 2017

Customers liked the product, for example, but complained about onboarding into it or implementing it quickly in their orgs. Year 2: Much greater focus on the sales process, as customers were giving feedback on “the selling motion” in this year. Externally, they needed to learn from their customers on what was important.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

eglobalis

SEPTEMBER 19, 2024

Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement. Actionable Items: Implement Anonymous Feedback Channels: Provide platforms where employees can safely share innovative ideas or express concerns.

Customer Experience 287

Customer Experience Leadership Innovation Roadmap 287

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

Retently

NOVEMBER 27, 2024

For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback. It’s like a roadmap that shows where things are working – and where they’re not. Here are some practical examples: Sending an email with product suggestions based on a customer’s browsing history.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

delighted

NOVEMBER 3, 2022

If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. Haven’t built or managed a product roadmap before? What is a product roadmap? Why is a product roadmap important? A product roadmap is your plan of action for the future of your business.

Roadmap 89

Roadmap Effort Score Tips Survey 89

Thematic

JANUARY 21, 2020

Frustrated and angry, I posted my feedback on Twitter for the app for everyone to see in the hopes that the company hears my feedback! . No response came back, and most likely no action taken… Why companies don’t invest into feedback analysis. True, there is simply more feedback available than ever before.

Feedback 121

Feedback Roadmap Analysis Analytics 121

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

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

CloudCherry

JULY 10, 2019

For example, consider making a purchase on an e-commerce website. Finally, after you’ve completed the purchase, you will be asked for feedback on your shopping experience and suggestions on what can be improved. Customer feedback. Feedback comes into the picture after the customer has extensively used a product.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Because the minute there’s a dip in revenue or forecast, then it becomes easy to think these efforts to collect customer feedback measurements aren’t really moving any of the busines goals forward.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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

MARCH 31, 2021

We spend lots of time, energy, and effort getting feedback and insight from customers. For example, let’s say you’re looking through survey responses and see that you have a large drop-off point after the fifth question. Example of actionable insights Let’s go through some examples of actionable insights and non-actionable insights.

Effort Score 195

Effort Score NPS Net Promoter Score Self Service 195

Kayako

OCTOBER 16, 2017

Example: increase percentage of users who reach “onboarded” stage. Example: increase net recurring revenue. Example: increase NPS and CSAT scores. Product feedback. Example: help product team prioritize bug fixes and feature requests. Collect product feedback to help improve the product. Onboarding.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

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. Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count.

Feedback 139

Feedback Effort Score Social Media Customer Satisfaction 139

Thematic

JANUARY 21, 2020

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . What should the roadmap look like for developing an automated DIY customer feedback solution? Why you might want to have a feedback analysis solution. There are benefits to building vs. buying. Data storage.

Analysis 105

Analysis Feedback How To Roadmap 105

GetFeedback

JANUARY 27, 2020

You may not be aware, but GetFeedback is the leading customer feedback solution for Salesforce. A VoC program involves more than just asking for customer feedback. It requires a systematic approach to gathering feedback then mining and analyzing that data for powerful insights, which drive critical business strategies.

How To 221

How To Customer Journeys Feedback Survey 221

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Taking the importance of collecting customer feedback out of the way, where do we start? This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Thematic

MARCH 20, 2025

Every day, customers leave a trail of feedback in online reviews, social media posts, and surveys. Instead of manually sorting through thousands of comments, topic modeling groups similar feedback into themes like “slow performance” or “missing integrations,” helping teams prioritize improvements.

Analytics 62

Analytics Social Media Banking Analysis 62

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