InMoment XI

JULY 18, 2022

Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. We are going to walk through how different departments can benefit from customer feedback and some examples of how it can be used. 1: Leveraging Customer Feedback in Operations.

Feedback 369

Feedback Culture eBook Customers 369

InMoment XI

OCTOBER 17, 2024

With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation. What is a Customer Feedback Questionnaire? Why is Asking the Right Customer Feedback Questions Important? They improve survey response rates.

Feedback 195

Feedback Effort Score Survey Customers 195

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change!

Customer Insights 296

Customer Insights Feedback Social Media Culture 296

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. Restaurant reputation management is the process of monitoring, responding to, and addressing feedback from various sources. On the flip side, nothing affects business like negative feedback.

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

NOVEMBER 22, 2024

Companies that focus on CX initiatives witness an 80% increase in revenue, highlighting the value of user feedback. Collecting user feedback for SaaS companies is a powerful step in this direction. Why is User Feedback Important for SaaS Companies? What User Feedback Metrics Are Essential for a SaaS Company to Track?

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Experience Investigators by 360Connext

OCTOBER 3, 2023

Yet some of the most valuable information hides beyond typical survey results. With the help of artificial intelligence and a few less technical approaches, you can greatly improve your customer experience by listening to unspoken feedback. Let’s explore three ways to uncover untold feedback: 1. And I’d bet your team is, too!)

Feedback 270

Feedback How To Social Media Analysis 270

InMoment XI

JULY 18, 2024

What Is Customer Feedback? Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. Businesses can collect feedback actively and passively. What Is A Customer Feedback Loop?

Feedback 221

Feedback Customer Journeys Social Media Net Promoter Score 221

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 195

Analytics Feedback Net Promoter Score Analysis 195

InMoment XI

AUGUST 14, 2024

Unlock the full potential of your customer feedback with InMoment’s AI-powered solutions. Discover how advanced AI technology can transform raw data into actionable insights, driving informed decisions and improving customer satisfaction. What Is AI Customer Feedback? What are the Benefits of AI for Customer Feedback?

Feedback 195

Feedback Customer Experience Social Media Hotels 195

eglobalis

NOVEMBER 12, 2024

This approach encourages active listening, sets a collaborative tone, and integrates frequent check-ins for realignment based on client feedback. An empathy-driven project management approach helps teams stay attuned to client feedback throughout delivery, adapting iteratively rather than addressing concerns retroactively.

Customer Centricity 434

Customer Centricity Strategy B2B Feedback 434

InMoment XI

SEPTEMBER 16, 2024

What is Patient Feedback? Patient feedback is the opinions, reviews, and thoughts that healthcare organizations gather from their patients. The goal of collecting patient feedback is to pinpoint areas for improvement in healthcare operations. Here is an overview of when and why each institution collects feedback.

Feedback 195

Feedback Healthcare Hospitality Wait Times 195

InMoment XI

NOVEMBER 6, 2024

Conversational surveys are revolutionizing how businesses gather customer feedback by creating engaging, personalized interactions that resonate with all age groups, from Gen Z to Gen X. Discover how Conversational AI can transform your customer feedback process and help your business thrive. What are Conversational Surveys?

Feedback 195

Feedback Survey Analysis ROI 195

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 22, 2024

The key to navigating these turbulent times lies in capturing and responding to customer feedback as quickly as you can. The Significance of Real-Time Feedback During Outages When a tech outage hits, customers immediately feel the impact. Real-time feedback during these moments is more important than ever before.

Banking 195

Banking Feedback Social Media Call Center 195

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 16, 2024

Imagine transforming every email you send into an instant feedback opportunity. Whether you’re gauging customer satisfaction, gathering feedback on recent interactions, or spotting areas for improvement, embedding a quick survey in your email signature offers a non-intrusive way to collect continuous feedback.

Feedback 153

Feedback Survey Effort Score Customer Satisfaction 153

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels. But listening isn’t always that easy.

Analysis 396

Analysis Data How To Customer Centricity 396

InMoment XI

JANUARY 9, 2024

By utilizing the in-app customer feedback software tool, Hootsuite can prioritize CX improvements that will have the most business impact and has been able to triple its Net Promoter Score. Collect Customer Feedback Invest time in understanding the unique needs and pain points of your B2B customers.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

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

APRIL 5, 2024

Creating and executing the perfect survey that avoids obtaining misleading feedback can be tricky business. It doesn’t matter if it’s intentional or accidental—if humans are inaccurately reporting on their experiences, this false information can negatively affect the data gathered from your survey. What is Response Bias?

Feedback 195

Feedback How To Survey Exercises 195

InMoment XI

DECEMBER 19, 2022

How will I act on this feedback? Missing Information: Respondents don’t have the opportunity to leave feedback in their own words on what went well and what could be improved. And who wouldn’t want access to that information?! Design Your Survey to Gather Feedback at Every Touchpoint. What will my business gain?

Survey 370

Survey Customer Journeys How To Touchpoint 370

InMoment XI

OCTOBER 11, 2021

And taking the time to understand employee thoughts, feelings, and feedback can be a game changer. Anonymity in your EX program primarily means ensuring that when employees are asked for feedback in any given manner, their identities are completely secure. Hence the phrase: anonymous employee experience/feedback.

Employee Experience 370

Employee Experience Feedback ROI Culture 370

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. In technical terms, a VoC program is the process of gathering vital information regarding what customers think and feel about their experiences with a business.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

Experience Investigators by 360Connext

AUGUST 3, 2021

They are designing customer feedback surveys and strategizing around the onboarding communications. They are reacting to the feedback and reporting on the results. You will receive occasional emails with valuable information. We will never sell, share, or abuse your information. Create a Positive Feedback Loop.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

eglobalis

JUNE 27, 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 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

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 13, 2022

This holistic view of their data allowed them to understand how different sources of information were informing one another and telling a greater story. Step #2: Implement Advanced Text Analytics to Enable Closed Loop Feedback. Step #3: Turn Member Feedback into Experience Improvement.

Case Study 370

Case Study NPS Survey Analytics 370

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. Regularly collecting and analyzing customer feedback is critical and necessary.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

InMoment XI

AUGUST 24, 2022

Given that most customer feedback is text-based (such as emails, social media posts, surveys, in-app feedback, SMS, live chat, etc.), To keep up with expectations and provide a positive customer experience, companies in all industries need a more accurate way to understand and categorize their customer feedback.

Analysis 370

Analysis Effort Score Feedback Analytics 370

InMoment XI

MARCH 4, 2022

The audience in question should be one that is crucial to your strategy, so be sure to examine sales data, demographics, and other analytics to inform your decision. When you design with the end in mind, you must first think about the decisions you want to make and actions you want to take based on the information you collect.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

InMoment XI

DECEMBER 23, 2021

The key to a successful experience program is to move beyond merely monitoring employee and customer feedback. Instead, experience professionals need to focus on using that feedback to inform action plans. Fortunately, brands can be more versatile when it comes to collecting feedback.”

Customer Experience 397

Customer Experience Analytics eBook Survey 397

InMoment XI

JUNE 7, 2022

To make this process as efficient as possible (and to make it simpler for companies to source different kinds of feedback), several types of surveys have emerged over the years that make it easy to focus on customers’ opinions about transactions, brand relationships, and the like. Using Transactional Surveys Online.

Survey 368

Survey Call Center Touchpoint Call Center Experience 368

InMoment XI

JUNE 8, 2023

You can read about alphabroder’s full employee experience journey and receive specific examples of changes they’ve made because of their employee engagement and feedback data that is used by every executive, manager, and associate. “At The employee responses and recommendations are in turn immediately shared with transparency companywide.

Apparel 372

Apparel Employee Engagement Employee Experience NPS 372

Experience Investigators by 360Connext

JULY 20, 2021

Typically, this means collecting customer feedback. We need to do better, and we can — by considering gathering customer feedback as part of the overall customer journey. This means respecting the customer enough to carefully consider, design and plan for what, how, and where we listen for feedback. Ask These Questions.

Customer Journeys 361

Customer Journeys Social Media Survey Feedback 361

InMoment XI

SEPTEMBER 28, 2021

Providing your customers with an open channel for communication and feedback engages your customers and strengthens your relationship with them. Engaged customers will want to give you more feedback—and you should be ready to handle it! Enterprise feedback management (EFM) is more than just collecting data.

Loyalty 389

Loyalty Tips Feedback Advertising 389