ECXO

MARCH 6, 2025

When employees see top management personally engaging with customer feedback and emphasizing experience in strategy discussions, it signals that CX transformation is not just a buzzword but a true organizational priority. Another tactic to shift culture is to make customer feedback and outcomes highly visible internally.

B2B 339

B2B Customer Journeys How To Effort Score 339

Lumoa

NOVEMBER 8, 2017

In many companies, customer experience is measured, but the results are not actionable. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. And artificial intelligence has a role to play in this.

Feedback 275

Feedback Net Promoter Score Analytics Metrics 275

InMoment XI

OCTOBER 14, 2024

Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether. The survey itself is exhausting to complete.

Survey 195

Survey How To Hospitality Feedback 195

InMoment XI

OCTOBER 23, 2024

Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals. It’s important to manage the volume of feedback requests you send.

Banking 195

Banking Customer Experience Effort Score Financial 195

CloudCherry

JULY 10, 2018

And as the saying goes: “You cannot change what you cannot measure” Measuring and Acting. The only thing worse than not collecting customer feedback is not actioning it when you do. Within customer experience, there are 2 measures typically used by companies. Why Measure Customer Delight? Ken Blanchard.

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

InMoment XI

NOVEMBER 14, 2024

This is crucial since responding to customer feedback within 24-48 hours boosts retention by 8.5%. Reporting tools allow you to present these insights to stakeholders in a clear manner. This guides businesses toward strategic decisions based on measurable data.

Tools 195

Tools Social Media Customer Experience Analysis 195

GetFeedback

NOVEMBER 20, 2019

That’s why collecting customer feedback is more important than ever. . Collecting feedback allows you to know what your customers think about your brand, your service, and your product; going beyond their simple likes and dislikes and helping you understand and evaluate where you can improve and where you stand among your competition. .

Social Media 284

Social Media Feedback Chatbots Survey 284

Thematic

APRIL 8, 2025

Ever wonder how to actually use all that customer feedback you collect? That’s where a strong customer feedback loop process comes in. It typically includes four stages: collecting feedback, analyzing feedback, implementing changes, and closing the loop (following up with customers). Why does this matter?

Feedback 62

Feedback Analytics Analysis NPS 62

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. Step 7: Gather Internal Feedback After putting it all together in a visual form, share the journey map with internal teams not involved in the customer journey mapping process.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

JULY 25, 2024

Influencers and Thought Leaders in CX In Europe, the landscape of CX thought leadership and practical application presents unique challenges. Numerous individuals claim expertise based on one or two projects or by adopting established models like McKinsey’s, operational CX model, presenting their work as original.

Customer Experience 488

Customer Experience Customer Centricity Culture Innovation 488

GetFeedback

AUGUST 16, 2018

But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. To measure customer happiness, turn to CSAT, CES, and NPS. CSAT surveys measure how customers feel about a specific interaction or experience.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

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

Experience Investigators by 360Connext

JANUARY 7, 2025

The strategy explains every step youll take so you know where to focus, how to measure your success, and gradually expand your footprint. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. They are measurements of what outcomes you want!

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

JULY 20, 2021

Typically, this means collecting customer feedback. 93% of CX leaders surveyed by McKinsey reported using a survey-based metric as their primary means of measuring CX performance. But only 6% of them had confidence that their measurements helped them make better strategic and tactical decisions.

Customer Journeys 361

Customer Journeys Social Media Contact Center Survey 361

InMoment XI

NOVEMBER 18, 2024

By analyzing customer behavior, you can identify factors that lead to churn, such as delayed purchases, disengagement, or negative feedback. One of the biggest benefits of InMoment AI is its ability to make large volumes of customer feedback easily digestible in Smart Summaries.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

JANUARY 13, 2022

But when it became difficult to effectively measure and improve experiences, Chevron Federal Credit Union partnered with InMoment to create a holistic strategy for its customer service initiatives—and were able to power some incredible results. Step #2: Implement Advanced Text Analytics to Enable Closed Loop Feedback.

Case Study 370

Case Study NPS Survey Analytics 370

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. Determine the Feedback Trends. Feedback Interpretation.

Retail 195

Retail Feedback Trends Consumers 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

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

Lumoa

NOVEMBER 15, 2017

Johanna Vesterinen giving a presentation on how to deliver great customer experiences. One of our speakers, Johanna Vesterinen , Xperiencefocus , noticed that many companies collect customer feedback, but fewer and fewer keep going through the CX funnel itself and reach the end.

Competitive Advantage 284

Competitive Advantage Conference Feedback Analysis 284

GetFeedback

FEBRUARY 13, 2019

While partner organizations receive an Experience Survey to collect feedback on the process of volunteer recruitment. This data was presented to their government and the proof of their success led to an increase in government funding. We also learned how that feedback helped secure more funding for the organization.

Survey 199

Survey Measurement Government Feedback 199

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. Customization and personalization.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. It’s not uncommon for companies to struggle to gather feedback that is actually useful or even get enough responses. What makes a feedback form work? Make intentional questions.

Feedback 199

Feedback Survey Conference Airlines 199

InMoment XI

DECEMBER 30, 2021

And they also answered a few questions from CX professionals throughout the presentation. Are you measuring a customer experience—and is it satisfaction or NPS—or a metric that’s meaningful to the goal you’re trying to accomplish? Check out this resource to keep up with future presentations and discover past webinars. .

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Calabrio

APRIL 11, 2025

Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. Define Clear, Measurable Program Goals Consider: what does success look like for your contact centers training program? Set SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals.

130

130

Lumoa

APRIL 3, 2018

The question is, how can you measure it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Many companies panic: customer research is commissioned, task forces established, and people start to read the feedback just to understand what is going on. When to ask feedback?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

InMoment XI

APRIL 5, 2024

Creating and executing the perfect survey that avoids obtaining misleading feedback can be tricky business. However, even with a high response rate, other forms of response bias, such as social desirability bias or acquiescence bias, may still be present if respondents provide inaccurate or misleading answers. What is Response Bias?

Feedback 195

Feedback How To Survey Exercises 195

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Analysis 195

Analysis Survey Feedback How To 195

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback. Optimizing Conversion Rates 5. Building Customer Loyalty for Retention 6.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Thematic

JANUARY 29, 2025

Let’s face it—customers are sharing feedback everywhere: surveys, social media, reviews—you name it. It’s like having a smart assistant that helps you analyze customer feedback, understand their needs, and improve your products or services. Use hashtags, mentions, and comments to find unfiltered feedback.

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. FREE TOOL: CSAT CALCULATOR .

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

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

Retently

NOVEMBER 29, 2024

This ensures feedback is relevant and actionable. Gathering feedback is only the first step. Closing the feedback loop builds trust and encourages participation. Enhance the customer experience – feedback helps you make changes that ensure future customers have an even better first experience. Let’s break it down.

Survey 120

Survey Ecommerce Feedback e-support 120

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. 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

SurveySensum

MARCH 24, 2025

NPS tracking is the process of creating a continuous cycle of measuring, analyzing, and reviewing your NPS score to understand where you stand in terms of customer loyalty and satisfaction over time. NPS tracking gives you a clear, and measurable view of customer loyalty. Lets find out! What is NPS Tracking? But is it important?

NPS 52

NPS Feedback How To Effort Score 52

GetFeedback

JULY 19, 2019

2: identify the VoC data that best helps you measure your performance . But, remember this: the goal isn’t to measure everything. The goal is to measure the right things. The goal is to measure the right things. VoC data can be used to generate ideas, improve customer experience, and measure customer satisfaction.

ROI 309

ROI How To Touchpoint Hotels 309

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. However, feedback alone cannot direct a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260