InMoment XI

AUGUST 3, 2022

They didn’t adequately invest in employee support resources over a period of years, and when that lack of support came into focus during COVID-19, it was the last straw for many workers. Rather, organizations need to go deeper by carving meaningful intelligence out of their employee feedback, then acting upon it.

Employee Experience 418

Employee Experience Brands Roadmap Culture 418

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. Actions You Can Take: Share resources like guides, tutorials, or industry updates that align with the customers interests.

Sales 263

Sales Customer Experience e-support Examples 263

Experience Investigators by 360Connext

JANUARY 10, 2023

Customers are happier than they’ve ever been , and you know that because their feedback shows it. It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your Customer Experience success. Related Resources: [Guide] CX Mission Statement Workbook.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

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

Thematic

MARCH 30, 2025

A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. We’ll explore customer feedback loop best practices to make the loop a powerful asset for your business.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

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

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

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

Calabrio

MARCH 22, 2025

In the process, contact center management is evolving to be a keyor perhaps the keysite for obtaining customer feedback, uncovering insights, and delivering experiences that fuel improved customer loyalty, better strategic decision-making, and support sustainable business growth.

Contact Center 130

Contact Center Management Strategy Call Center 130

GetFeedback

DECEMBER 21, 2018

Ask your customers for feedback. If you want to boost customer retention, ask for customer feedback —and take real action with it. Ideally, you can create a customer feedback program that sets your CSAT and NPS results alongside your churn rates, so you can draw relationships between the two.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. To ensure smooth collaboration between Sales and CX, the customer journey map can include feedback loops where Sales reports customer interactions and pain points directly to CX.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

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

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

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Long-term actions are based on the analytics results of customer feedback. Acting on customer feedback doesn’t mean doing one thing.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

DECEMBER 1, 2020

She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative. 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.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. And we mean it.

Analytics 285

Analytics NPS Financial Analysis 285

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. Identifies patterns & recurring pain points in customer feedback. Cross-Team Collaboration Impact : Has logistics or product quality improved based on CX feedback? Whats in it for you?

Report 90

Report How To Effort Score NPS 90

Experience Investigators by 360Connext

OCTOBER 17, 2023

However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. Many leaders will nod along with this conversation, but they lack the true knowledge to put the right time, effort, or resources toward this understanding. WHY are we collecting feedback ?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CloudCherry

JULY 10, 2019

Finally, after you’ve completed the purchase, you will be asked for feedback on your shopping experience and suggestions on what can be improved. By having the right self-service resources in place, companies can help the customer find answers to these questions by themselves without having to get in touch with a support agent.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

Thematic

JANUARY 21, 2020

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . While I’d love for everyone to be using ours, I understand that you might have the resources, time and the data required to build one in-house. . Why you might want to have a feedback analysis solution. Data storage.

Analysis 105

Analysis Feedback How To Roadmap 105

InMoment XI

APRIL 9, 2025

Sales forecasting is essential for anticipating demand, allocating resources, and setting realistic revenue goals. Forecast accuracy is crucial; otherwise, businesses risk overlooking growth opportunities and wasting resources. Here are some key benefits: It helps optimize resource allocation. It improves cash flow management.

Trends 195

Trends Sales Analysis First Call Resolution 195

Thematic

FEBRUARY 19, 2025

Your feedback data sources keep growing, but your insights team doesn’t. Thematic vs. XM Discover: The Unique Features of Modern Feedback Analysis Tools The choice between Thematic and XM Discover depends on specific business needs. Within hours, businesses can start analyzing feedback and identifying key themes.

How To 62

How To Self Service Analysis Analytics 62

AskNicely

SEPTEMBER 6, 2018

According to The NPS Benchmark Study, the best practitioners involve everyone in the company including executives, operations, product, marketing, customer success, human resources, and administration. Feedback in Operations. 80% of those actioning NPS surveys d iscuss customer feedback at team meetings. NPS For Product.

NPS 150

NPS Net Promoter Score Survey Customer Success 150

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. Gather Feedback: Use tools like CSAT and NPS surveys to collect insights on what’s working and where you can improve.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

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

Thematic

MARCH 30, 2025

The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. But collecting feedback is only half the battle. Think of customer feedback analysis like laying the foundation for a building.

Customer Insights 62

Customer Insights Data Analytics How To 62

Vonage

MARCH 26, 2018

And despite the critical work they do, they’re often strapped for resources. Ask them for feedback on a regular basis—and really listen. When it comes time to plan the product roadmap, roll out new services, or make changes to pricing, support is often the last to know. Centralize your customer data and integrate all the things.

Roadmap 163

Roadmap eBook Course Policies 163

InMoment XI

AUGUST 16, 2024

As the number of consumers making their purchases online has grown exponentially in recent years, it is no surprise that over 80% of marketing leaders have chosen to invest their resources in digital channels. This leads to a reduction in errors, faster completion of tasks, and more effective resource allocation.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

InMoment XI

SEPTEMBER 3, 2024

With conversational analytics, organizations can improve customer experiences by seamlessly combining contact center conversations, emails, chats, and calls, with other customer feedback channels like surveys, reviews, and social media, thereby gaining a holistic view of the customer journey. What are the Benefits of Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

GetFeedback

DECEMBER 10, 2018

An easy to take survey doesn’t just yield higher response rates but also higher quality feedback data. You also want to design questions that will provide actionable feedback. Also include an open text field to garner more qualitative feedback. This way they know you’re listening to their feedback. Pillar 2: Distribution.

NPS 210

NPS Net Promoter Score Survey Measurement 210

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

ChurnZero

MARCH 7, 2025

And, with automation and scaled customer success becoming more common in SaaS , a community is a great way to provide customers who may not have a CSM with the resources necessary to succeed. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap.

How To 52

How To Roadmap Self Service Gamification 52

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Same product, exciting new look and feel.

Brands 221

Brands Social Media Roadmap Contact Center 221

InMoment XI

JANUARY 10, 2023

How can that data be used to trigger a request for feedback? Enable stakeholders to respond to customer feedback quickly by moving feedback into the systems they use everyday. This can include determining where data will be aggregated into a single VoC feedback hub for research into and across journey points.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

Experience Investigators by 360Connext

JULY 17, 2024

She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers. And they thought – hey, we know our customers! They love us.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

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. Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs.

B2B 152

B2B NPS Effort Score Survey 152