GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Receiving Voice of the Customer feedback. Ticket feedback.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. on a scale from 0 to 10) " after each customer purchase or interaction. Listening to the voice of the customer is no longer an option, but a necessity. So, what is the right way to collect customer feedback ? But guess what?

Feedback 277

Feedback Net Promoter Score Effort Score NPS 277

Lumoa

APRIL 17, 2018

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. Customer feedback in marketing automation Do you have resources to communicate directly with your customers in a personally?

Feedback 276

Feedback Software Healthcare Culture 276

InMoment XI

NOVEMBER 8, 2023

In recent years, the implementation of a Voice of Customer (VoC) program has emerged as an essential tool for reducing compliance risk, improving customer experiences , and addressing several regulatory requirements.

Voice of Customer 195

Voice of Customer Financial Customer Centricity Guidelines 195

InMoment XI

APRIL 16, 2019

What is a Voice of the Customer Program? A Voice of Customer program refers to the process of capturing customer feedback so that a company can improve the customer experience (and consequently improve business. View Article.

Voice of Customer 150

Voice of Customer Consulting Feedback Customers 150

InMoment XI

MAY 3, 2022

And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers. So how do you collect the most valuable feedback from your customers? But what they’re not receiving is actionable feedback to improve further.

Insurance 370

Insurance Tips Data Return on Investment 370

InMoment XI

JUNE 7, 2022

Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play. The result?

Company 369

Company Social Media Return on Investment Travel 369

Lumoa

FEBRUARY 7, 2023

Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources.

Analysis 396

Analysis Data How To Customer Centricity 396

InMoment XI

MARCH 14, 2023

That is probably the most significant lesson in our voice of customer journey: relationships can drive so many other factors in your business, and if you miss the boat, you are going to miss your customer. Peggy: That has been one of the most significant values of our voice of customer program.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

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

SEPTEMBER 13, 2022

Foot Locker considers every possible opportunity for the customer to leave feedback. Saxey shares, “We’ve had success with video feedback, as it helps layer in the sentiment. Interestingly, we initially thought that our younger demographic would gravitate to video feedback. Innovation Tip #4: Stay Ahead of the Game.

Innovation 370

Innovation Sports Tips Video 370

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple channels to collect mass feedback.

Feedback 195

Feedback How To Ecommerce Touchpoint 195

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.

Feedback 195

Feedback Hospitality Analytics Touchpoint 195

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business. This feedback helps inform how they operate going forward.

Analysis 195

Analysis Survey Feedback How To 195

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop?

Feedback 195

Feedback How To NPS Customer Centricity 195

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. 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.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Zonka Feedback

AUGUST 12, 2021

In a hyper-competitive world, the key to business success is your ability to deliver excellent experiences and retain customers. How you listen to the voice of customers, understand customer issues, and resolve them makes all the difference in helping you stand out of the crowd.

Voice of Customer 98

Voice of Customer Feedback Customers Customer Experience 98

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

InMoment XI

SEPTEMBER 21, 2023

Online reputation management is the process of actively monitoring and influencing the way your business is perceived by your customers and the general public. This team should ideally consist of individuals with expertise in social media management, customer service, and public relations. Sounds like a lot, right?

Management 368

Management Social Media Feedback Voice of Customer 368

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 345

Survey Social Media Contact Center Call Recording 345

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Analysis 195

Analysis Feedback Social Media Chatbots 195

InMoment XI

JUNE 28, 2022

Online reviews are a great source of unsolicited customer feedback, and they often offer perspective from a different segment of the customer base than surveys or other feedback channels. InMoment and ReviewTrackers joining forces is great news for today’s brands! They include: Survey: The industry’s first WCAG 2.0

Analytics 74

Analytics Feedback Report Industry 74

Kapta Customer Success

DECEMBER 6, 2021

Instead, it's important to develop an interview and feedback system that integrates into overall account management so your KAM team has a strong relationship with each client that continues to develop over time. You can do this with a Voice of Customer (VOC) strategy.

Voice of Customer 97

Voice of Customer Net Promoter Score Report System 97

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. Short survey’s respect your customer’s time. Ask Less, Learn More.

Feedback 138

Feedback Contact Center Tips Survey 138

CloudCherry

FEBRUARY 26, 2018

Companies have forever been collecting feedback from customers. Despite listening to customers endlessly, they still don’t know how to act on all that feedback. It’s never the intent that is under question. It’s the outcome – which is where most companies haven’t covered themselves in glory.

Infographics 230

Infographics Voice of Customer Policies Feedback 230

SurveySensum

DECEMBER 28, 2020

The most common reason behind their failure was – they were not making any use of the voice of the customer data. . So, aiming to help growth-stage companies start their voice of the customer program, we launched our first podcast, Experience talk: Voice of customer and employee.

Voice of Customer 98

Voice of Customer B2C Chatbots Social Media 98

eglobalis

AUGUST 19, 2024

Frustrations with NPS Oversimplification of Customer Sentiment NPS categorizes customers into promoters, passives, and detractors based on a single question. This binary approach fails to capture the nuanced emotions and motivations behind customer feedback, leading to a superficial understanding of customer experiences.

NPS 308

NPS Net Promoter Score Effort Score Metrics 308

CX Journey

JULY 9, 2015

There are many voices that are key to total understanding. Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer. You know the main ones.

Voice of Customer 80

Voice of Customer Customer Experience Call Center Customer Voice 80

Thematic

DECEMBER 9, 2019

The one resource that all companies (both tech and non-tech) already have is customer feedback. Turns out customer feedback can really propel digital transformation, and it’s easy to get started! They examine their own experiences, they talk to their customers, they build their products and they keep iterating.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

InMoment XI

SEPTEMBER 22, 2022

Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. Organisations are typically quite comfortable tackling inner loop programs. Is the solution known?

Analysis 370

Analysis Analytics Measurement Customer Experience Professionals 370

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

APRIL 3, 2018

Many companies panic: customer research is commissioned, task forces established, and people start to read the feedback just to understand what is going on. The “why”-question is the golden source for your customer experience management. . ” When to ask feedback? But what will you do if the score starts to fall?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. In this PeopleMetrics LIVE! YouTube: [link].

Video 118

Video Feedback Survey CEM 118

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Refine your CX personalization by continuously testing what truly resonates with customers. Feedback Integration Collecting and acting on customer feedback is essential for continuous improvement in CX.

Customer Journeys 213

Customer Journeys Effort Score Omni-Channel Social Media 213

BirdEye

JUNE 23, 2021

With a Voice of the Customer program, marketing teams can listen to customer feedback and adjust their operations accordingly. By being proactive, businesses can solve issues before angry customers complain about them publically. Otherwise, it’s easy to misinterpret some of the findings from customer feedback. .

Voice of Customer 93

Voice of Customer How To Insurance Customer Journeys 93

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