Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Would you use or start with data/feedback/research from customer when designing the journey? Design The Journey. Absolutely.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Lumoa

SEPTEMBER 1, 2023

Our initial launch offered two summaries for your Positive and Negative responses, but we now offer a way to get a single summary covering all feedback for a topic. Feel free to check out our FAQ on Lumoa GPT to learn how you can get started with the next generation tool in feedback analysis! Check it out below! Pretty neat!

B2C 369

B2C Trends Knowledge Base ROI 369

InMoment XI

MARCH 21, 2022

With that being said, Graham Tutton, InMoment’s Global Head of Consumer Products, has put some thoughts together around some of the biggest challenges facing the utilities sector, and what customer experience leaders can do about these for our latest webinar. Challenge #3: Taking Action on Feedback. Let’s dive in!

Brands 397

Brands Roadmap Strategy Social Media 397

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Feedback 195

Feedback How To Ecommerce Touchpoint 195

InMoment XI

AUGUST 18, 2022

You need to craft a strategy that enables you to use customer and employee feedback to take action in strategic areas that actually improve the experience and map to business value. They refer to individual customer feedback and the learning, and actions that come from that. Inner loop processes are very 1:1 based.

ROI 418

ROI Customer Experience Effort Score Financial 418

InMoment XI

DECEMBER 10, 2024

Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Collect Regular Feedback Consistent feedback collection is essential for tracking customer expectations and behavior. Leverage guides, webinars, video tutorials, and newsletters to inform customers.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

CloudCherry

OCTOBER 10, 2018

There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights. That’s just not good enough. says Bruce Temkin.

CEM 150

CEM Analytics Survey Groups 150

CloudCherry

OCTOBER 10, 2018

There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights. That’s just not good enough. says Bruce Temkin.

CEM 150

CEM Analytics Survey Groups 150

ECXO

DECEMBER 4, 2024

User Adoption and Engagement: Metrics such as user adoption rates, active usage, feature utilization, and user feedback help gauge the success of customer onboarding and ongoing engagement. Customer Satisfaction Score (CSAT): CSAT is a metric that quantifies customer satisfaction based on surveys or feedback. Manufacturing Industry 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

NOVEMBER 7, 2024

Product Teams With customer experience automation, product teams can collect customer feedback , analyze customer usage patterns, and identify pain points in real time. These touchpoints could include onboarding, feedback requests, or follow-ups. This reduces response times and allows support teams to focus on complex issues.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

AskNicely

NOVEMBER 28, 2018

Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. Real-world examples of how to best take action on feedback, and what happens when you don’t! 2018 NPS Benchmark Study: Results and Reactions Webinar. Focusing exclusively on SMB/Mid-Market size companies. Erik Linask.

NPS 150

NPS Net Promoter Score Study Groups 150

InMoment XI

OCTOBER 23, 2024

Offer regular digital literacy classes or webinars to help customers become familiar with banking apps, online transactions, and cybersecurity practices. Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals. Provide digital literacy resources to educate customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

AskNicely

AUGUST 17, 2018

Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. Obsession expressed through actioning customer feedback. It also means an internal culture shift toward paying attention to real-time customer feedback.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

QuestionPro Audience

SEPTEMBER 5, 2017

In fact, even in space, it’s probably not a stretch to assume that NASA conducted a few with their astronauts to gain feedback on behalf of their product partners. To achieve these goals, businesses need proper feedback from their customers. Ok, maybe this is not a clean (pardon the pun) example, but you get the point.

Customer Satisfaction 326

Customer Satisfaction Survey Customer Retention Measurement 326

GetFeedback

APRIL 20, 2020

Join GetFeedback and TEDx speaker Jeannie Walters in this on-demand webinar, as we share ways to quantify your feedback data and the different actions you can take to improve customer relationships and drive business revenue. .

NPS 259

NPS How To Customer relationships Feedback 259

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. Temkin reports that 60% of VoC programs are soliciting feedback, but only 24% of VoC programs say they are good at making changes to the business based on insights.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

InMoment XI

NOVEMBER 26, 2024

The map helps the company tailor content to each stage, such as blog posts and webinars for the awareness stage, product comparisons during the consideration stage, and free trials or demos for the decision stage. Create a visual representation of the journey using a customer journey map template.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Experience Investigators by 360Connext

JULY 7, 2023

In this webinar replay, you’ll discover: How to tell if your CX goals were reasonable and set up properly to achieve success 5 questions you can use to ensure that other leaders within your organization understand – and appreciate – what you’re trying to accomplish An easier way to ensure that everyone in your organization understands CX (..)

Customer Experience 257

Customer Experience Feedback Customers How To 257

InMoment XI

JANUARY 27, 2025

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. These tools unlock unstructured data, detecting feedback themes and anomalies.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Customer feedback will tell you what customers think and feel. Journeys & Journey Maps.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

ECXO

JUNE 23, 2024

It also provides invaluable insights into customer behavior and feedback, which can inform product development, marketing strategies, and overall business decisions. This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. Educate your customers.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Find the right balance for your customers to deliver helpful feedback. The best way to encourage quality customer feedback is to make it obvious that you are listening and then doing something about what you hear.

Feedback 138

Feedback Contact Center Tips Survey 138

InMoment XI

NOVEMBER 2, 2022

InMoment recently held a webinar with representatives from Forrester, an independent market research firm, to give you the answers you need about CX ROI. By bringing audit and guest feedback data together, InMoment’s prescriptive analytics automatically generated two improvement priorities for each location.

ROI 370

ROI Return on Investment Airlines Call Center 370

InMoment XI

DECEMBER 27, 2021

But in reality, these moments are really opportunities to slam our assumptions, dive into our feedback data, and improve experiences. You can watch the full webinar with helpful tips and tricks here! . When we’re wrong, or surprised, it can be easy to feel like we have failed. Testing Your Assumptions—and Acting on the Results.

Customer Experience 397

Customer Experience Exercises Customers Tips 397

Experience Investigators by 360Connext

DECEMBER 31, 2014

Also beginning in January, 360Connext is offering monthly webinars on topics you’ve asked us about. Are there topics you’d like us to cover in webinars or guests you’d like us to invite on the podcast? We want to hear your feedback and deliver what you’re seeking, so don’t be shy! Get Schooled.

Entertainment 247

Entertainment Leadership Social Media B2B 247

GetFeedback

JULY 19, 2019

Use that test as an opportunity to see how many surveys were filled out, to understand the quality of the feedback being received, etc. Passenger feedback from a Philadelphia-based airport alerted JetBlue to dissatisfaction. The webinar covered: Why VoC is a critical pillar in a strong CX strategy. Let me explain. .

ROI 309

ROI How To Touchpoint Hotels 309

Lumoa

NOVEMBER 3, 2022

This lets you make note of specific feedback, track who is taking actions on it, and get alerted if important feedback comes in. We recently had a webinar hosted by That Cool Man Garen, where he covers the Lumoa Integrations Hub and how it can be used to pull over your own data, your competitors data, and own the market!

Knowledge Base 195

Knowledge Base Analytics Analysis Feedback 195

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

Feedbackly

OCTOBER 10, 2023

We’ll be looking at this question at the upcoming webinar together with Mikko Määttä, Head of Marketing at Frosmo , and Kristian Stolt, COO of Feedbackly. Both men are experts in their field and it is guaranteed to be a highly valuable webinar with lots of practical stories and examples.

Measurement 98

Measurement Ecommerce Customer Experience How To 98

InMoment XI

OCTOBER 28, 2021

Too many companies get stuck in the Listen and Understand phases because they are too focused on capturing and analyzing customer feedback and not focused enough (or organized properly) to take action on the data and then measure the ROI improvements from those actions. The organization component here is key.

Airlines 370

Airlines CRM Government ROI 370

Lumoa

APRIL 8, 2024

You can also sign up for our next webinar where Netigates CEO, Mikkel Drucker, and Lumoas CEO, Carlos Del Corral, will share their common vision and roadmap for the rest of 2024. Sign up for our webinar to learn more ! New guides in the Knowledge base to level up your Lumoa experience ????

Roadmap 195

Roadmap Knowledge Base Survey Feedback 195

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Analytics 195

Analytics How To Analysis Feedback 195