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 With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. trillion by 2027

Ecommerce 148

Ecommerce Sales Strategy Tips 148

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 134

Feedback Survey Effort Score Customer Satisfaction 134

eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment.

Customer Experience 444

Customer Experience Customer Journeys Case Study Innovation 444

eglobalis

MARCH 13, 2025

Some of the key challenges include: Complex Stakeholder Relationships: B2B purchases typically involve multiple decision-makers and longer sales cycles. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Demonstrating the value of CX (e.g.,

Leadership 232

Leadership B2B B2C Effort Score 232

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

Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data.

Feedback 380

Feedback Customers Loyalty Measurement 380

eglobalis

FEBRUARY 3, 2025

Samsung uses AI to analyze customer feedback and improve its B2B solutions, ensuring that its products and services align with client needs. Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

ECXO

NOVEMBER 19, 2024

Just like the diverse group of heroes banding together to overcome formidable obstacles, businesses must be prepared to listen to customer feedback, evolve their offerings, and address any issues that arise promptly. This could mean including input from different teams, customer feedback, or even focus groups.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

DECEMBER 17, 2024

By leveraging AI-driven tools, businesses can analyse multi-dimensional feedback (emotional tone, intent, behavioural trends) across channels. Generative AI in Sales and Marketing: Unlocking Opportunities Generative AI is transforming B2B sales and marketing by producing adaptive, data-driven content at scale.

Net Promoter Score 337

Net Promoter Score Effort Score B2B NPS 337

ShepHyken

DECEMBER 31, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can business use customer feedback to improve the customer experience? How can consumer feedback improve a company’s products or services? How do you leverage customer reviews? Tune in! .

Feedback 90

Feedback Customer Service Customer Service Representative Customers 90

eglobalis

JANUARY 20, 2025

Regular feedback sessions, coupled with co-creation workshops, enable businesses to address client concerns while collaboratively designing future solutions. Tools like customer feedback loops and advanced prototyping software enable iterative refinement, ensuring final products align perfectly with client needs.

B2B 418

B2B Loyalty Loyalty Programs Innovation 418

eglobalis

JANUARY 13, 2025

By analysing conversation patterns and offering instant feedback, the system enabled faster learning and reduced errors. To leverage sentiment analysis effectively, businesses must integrate AI with customer feedback mechanisms. A North American insurance firm used AI-driven insights to cut onboarding time for new agents by 40%.

Customer Experience 409

Customer Experience Marketing Chatbots e-support 409

InMoment XI

FEBRUARY 12, 2025

For retail businesses with brick-and-mortar stores, customer reviews are one of the most effective ways to increase traffic and drive offline sales. Create a reliable customer review system that helps you collect high-quality, high-volume feedback, and you’ll likely have a consistent flow of traffic to your store.

Tips 221

Tips Feedback Retail Social Media 221

InMoment XI

NOVEMBER 7, 2024

Sales Teams Through automated, data-driven triggers, sales teams can leverage customer experience automation to interact with leads at the right moments. Using customer experience automation tools throughout the sales process, sales teams can nurture leads more effectively and close deals faster.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

FEBRUARY 20, 2025

This can be done through surveys, feedback forms, or casual conversations. Continuous Feedback Loop: Regularly seek and act on customer feedback to improve offerings. This enriched experience not only boosted sales but also reinforced the bakerys reputation as a cherished local institution.

Loyalty 300

Loyalty Competitive Advantage Advertising Feedback 300

Experience Investigators by 360Connext

OCTOBER 3, 2023

With the help of artificial intelligence and a few less technical approaches, you can greatly improve your customer experience by listening to unspoken feedback. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

Feedback 270

Feedback How To Social Media Analysis 270

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

Experience Investigators by 360Connext

OCTOBER 11, 2024

A customer buys new software for their business but is having trouble getting everything up and running, so they email the sales representative they worked with. With a loyal customer base, you can even test new products or services and gather reliable feedback to refine your strategy before investing in something that won’t perform well.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

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. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

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

ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. Sales of the ApexSmart 5000 plummeted. Max finally started to notice the declining sales numbers, but he was convinced it was just a temporary setback. Apexs downfall started when they dismissed customer complaints and feedback.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

ECXO

OCTOBER 23, 2024

Furthermore, AI enables organizations to gather and analyze customer feedback at scale. Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. It then provides live feedback to agents to help them adjust their approach.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Feedbackly

OCTOBER 10, 2024

It’s the “brain” that understands the full context of your customer feedback. Feedbackly IQ will become an essential member of your CX team – making sense of feedback quickly, identifying trends, predicting future outcomes, and guiding you toward smarter decisions. Feedbackly IQ isn’t just another AI tool.

Analysis 52

Analysis Feedback Meeting NPS 52

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. The result?

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

InMoment XI

JANUARY 27, 2025

But what if a contact center could become a powerful sales engine, transforming routine support calls into avenues for growth? 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.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

DECEMBER 18, 2024

It increases sales and conversions. It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

ECXO

DECEMBER 25, 2024

Happy customers are more likely to return and spend more, contributing to the bottom line in a way that chasing sales numbers alone can’t always achieve. 153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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. Sales and Delivery Teams : Providing invaluable data through regular customer interactions. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

InMoment XI

DECEMBER 17, 2024

It is common to see a wide range of candidates succeed in the role of CX managerfrom Salesforce Administrators to Senior Sales Operations professionals to Customer Success or Customer Experience/Voice of the Customer leaders. Some customer experience managers will have marketing experience, others will have sales experience, etc.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Retently

OCTOBER 11, 2024

QA tools can automate this process, providing real-time feedback and scoring. Provide Feedback and Training: Regular feedback and coaching help agents improve, ensuring consistent quality across the board. Retently categorizes feedback by topic and sentiment automatically, giving your team valuable insights at a glance.

Ecommerce 134

Ecommerce Retail Software Customer Service 134

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

DECEMBER 6, 2022

How do you train staff in the franchises to instill customer experience in all that they do, maximizing sales? Q: Please share more on how you managed to show a clear link between CX improvement and ROI or sales improvement? Q: Which channels does Craveable Brands use to capture customer feedback?

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

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

ECXO

NOVEMBER 26, 2024

Collect and Analyze Customer Feedback By regularly collecting and analyzing customer feedback, you can identify pain points and areas for improvement that don’t require a unicorn to solve. This reduces the need for exceptional sales staff to convince customers and provides a unique, self-service experience.

Self Service 334

Self Service Culture Training Analytics 334

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. Customer relationships.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

MAY 18, 2022

While B2B firms have more systems in place than ever to predict sales outcomes, they’re still blindsided when prospects choose another vendor. There’s no one right way to collect feedback. Interviews can either supplement or replace a post-sales survey. B2B purchasing decisions are complex. They’re financial. They’re political.

B2B 370

B2B Company Roadmap Sales 370