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

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

AskNicely

APRIL 4, 2018

They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. Meeting customer needs a deep understanding of the complex problems they need to solve. Empowering an Entire Organization with Customer Feedback. Wendy Pochop. Get the Case Study.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 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

CX Accelerator

JUNE 8, 2020

As he points out, “The customer isn’t actually using their voice to provide feedback.” Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”.

Survey 345

Survey Social Media Contact Center Call Recording 345

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 101

Roadmap Customer Centricity How To Effort Score 101

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

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. Ask your customers for feedback. If you want to boost customer retention, ask for customer feedback —and take real action with it.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

eglobalis

OCTOBER 1, 2024

These team members meet weekly to discuss high-level goals and how each department can contribute to shared objectives. For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns.

Customer Journeys 347

Customer Journeys Culture Leadership Effort Score 347

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

InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. For example, using surveys to collect feedback and sentiment analysis to understand emotional tone. It’s a static approach that doesn’t consider targeted outreach or customer feedback analysis.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

MAY 3, 2024

Companies that prioritise understanding and meeting customer needs stand poised to thrive in a constantly changing marketplace. These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience. Foot Locker stands out as a beacon of innovation and customer-centricity.

Retail 195

Retail Return on Investment ROI Analysis 195

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

Feedbackly

JANUARY 11, 2024

helps our customers become CX heroes and get a sneak peek into our exciting product roadmap for the future: Excited to try it out yourself? Feedbackly is a front-runner in the new era of Customer Experience where Emotional Experience is brought into the heart of customer-centric thinking. our biggest release in years! demo surveys here.

Feedback 105

Feedback Roadmap Survey Customer Centricity 105

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback. Net Promoter S core is one of the most effective methodologies to capture customer feedback.

Analysis 124

Analysis Feedback NPS Effort Score 124

InMoment XI

OCTOBER 7, 2024

Section-level filtering surfaces specific conversations with sections meeting your criteria, such as the exact speaker and certain mentions, ensuring you can focus on what matters most—understanding a customer’s intent or identifying agent performance improvement areas. Contact us or a dedicated account manager if you want to learn more.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

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 155

Feedback Effort Score Social Media Customer Satisfaction 155

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. Get your customers to talk to them and provide feedback used to be a challenge for Wipster. Wipster is obsessed with customer happiness.

Video 186

Video Net Promoter Score NPS Roadmap 186

Thematic

MARCH 22, 2022

Product validation is the process of determining whether a product concept or idea has the potential to meet the needs of customers, consumers, and stakeholders. Have these users explore your UI, complete with a simulated backend, and then get feedback on the user experience. Is it intuitive, manageable, and user friendly?

Roadmap 62

Roadmap Analytics Feedback Analysis 62

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

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122

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

Alida

DECEMBER 7, 2018

Yet, most companies are still failing to meet customer expectations and become more customer-centric. 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. View Infographic. “The experience” is your USP.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

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 Analysis User Experience 98

Zonka Feedback

OCTOBER 1, 2022

Collecting regular Product Feedback and making product developments and improvements accordingly can help you attain business growth and develop world-class products. Why Improve your Product with Product Feedback? 4 Steps to Product Improvement through Product Feedback. Step 1: Collect and Embrace Feedback.

Feedback 96

Feedback Knowledge Base Social Media Roadmap 96

InMoment XI

AUGUST 2, 2023

The strength of your organisation’s capability to listen, understand, and act upon customer feedback is crucial. Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. Book your meeting today

NPS 195

NPS Customer Centricity Automotive Culture 195

Kayako

OCTOBER 16, 2017

Product feedback. With so many inputs going into customer satisfaction scores, companies often make the mistake of leaving the ownership of the survey and feedback process undefined. Customer Satisfaction surveys (CSAT) measure whether your product meets or exceeds buyers’ expectations. Example: increase net recurring revenue.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

Gainsight

OCTOBER 22, 2020

The Gainsight platform makes it easier for me to stay customer-centric as I plan our roadmap priorities and put together requirements for upcoming enhancements. I take notes on customer feedback in Timeline. Do you use the Gainsight platform to do your job? If so, how? .

Meeting 98

Meeting Management Roadmap Customer Centricity 98

Lumoa

JANUARY 27, 2023

Identify Customer Touch Points Touchpoints are where your brand and your consumers meet and interact. For example, if customer feedback indicates that certain transitions cause confusion or dissatisfaction, then it’s necessary to simplify the transition process or provide more detailed customer education.

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. I spent the last 5 years building Thematic , a customer feedback solution.

Feedback 111

Feedback How To Analysis e-support 111

Retently

SEPTEMBER 3, 2024

Through our CX surveys and advanced feedback analytics, we enable businesses to truly understand their customers and turn that understanding into action. That’s right, we use Retently daily to sharpen our approach, refine our services, and meet the needs of our clients.

B2B 158

B2B NPS Effort Score Survey 158

Lumoa

AUGUST 23, 2021

While it’s far from over, when everything is weird, it can make it a bit easier to meet people where they’re at emotionally/mentally to help. Importance of efficient analytics Customer insight platforms, like Lumoa , helps organizations in the process of collecting and analyzing customer feedback to discover valuable insights.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Gainsight

SEPTEMBER 4, 2019

That averages out to roughly 11 clients a week, 45 clients a month, and over 500 client meetings a year. If you are a leader looking to meet more clients, this article is for you! I love meeting with people, and especially clients. So I’ve broken down the mechanisms I use to try to meet as many clients as my schedule allows.

Meeting 17

Meeting Roadmap Feedback Fashion 17

Retently

AUGUST 26, 2019

In order to genuinely understand customers and increase retention, businesses need to focus a big part of their resources and manpower on customer feedback. The way someone approaches feedback can make or break their business. How Important Is Customer Feedback? What Is the Customer Feedback Loop? Customer Feedback Loop.

Feedback 94

Feedback Social Media Effort Score Net Promoter Score 94

InMoment XI

AUGUST 16, 2024

Research shows that 70% of digital deployments fail to meet their goals. During this phase, gather feedback on the usability, interface design, and overall functionality of the digital tools. By identifying and addressing issues early, you can tailor the technology to better meet users’ needs and reduce resistance to adoption.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

InMoment XI

JUNE 5, 2024

Road Map Listening: Shifting from static to conversational feedback solicitation. Our approach is founded on meeting the diverse needs of our clients, providing them with the tools and insights necessary to drive impactful CX improvements. Understanding: Summarizing data for rapid insights and integrating various data types.

Analytics 195

Analytics Effort Score Social Media Innovation 195

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience. Eager to know how?

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52