GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

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SurveySensum

NOVEMBER 26, 2024

User Interface and Ease of Use Qualtrics: The navigation and ease of use of this platform is not as per customers’ expectations! This targeted approach means you won’t be overwhelmed by unnecessary metrics; instead, you can prioritize actions that will have the greatest effect on improving customer experience.

2025 52

2025 NPS Multi-Channel Feedback 52

Lumoa

JUNE 14, 2023

In other words, failing to provide adequate customer service can be enough to trigger a negative NPS score and, consequently, drive customers away. Quality of Product/Service Falling Short of Customer Expectations As consumers, we all have expectations from the products and services we acquire.

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NPS Customer Centricity Loyalty Presentation 78

CSM Magazine

SEPTEMBER 24, 2019

Insurers still seem to be struggling to match customer expectations, although overall performance had risen by 10% from 2017. Insurers are facing a perfect storm of increased customer expectations, rising costs and market disruption,” said Olivier Njamfa, CEO and Co-Founder, Eptica.

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Insurance Customer Service Multi-Channel Fashion 45

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Continue to make customer insights intriguing to all functional areas.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

ProProfs Chat

DECEMBER 23, 2019

Plus, both the customer support tools allow you to get access to insightful reports that help you understand a customer’s journey hassle-free. Maybe this example will give you better insights: Example: Tap into the power of emotion with Disney Parks, the undeniable leader in creating outstanding customer experiences.

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Customer Centricity Customer Journey Mapping Customers Culture 96

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Currency Alliance

MARCH 5, 2019

Points lie at the heart of most major loyalty programs – but with customer’ expectations now higher than ever, it’s no longer possible to earn loyalty with points alone. The points are really just an excuse to start a dialogue, and a way to keep score. Chuck Ehredt, CEO, Currency Alliance. Iain’s career in loyalty spans 20 years.

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Magazine Loyalty Loyalty Programs Entertainment 58

ClearAction

MARCH 20, 2020

My friend Carol Borghesi, former SVP of Customers First Culture at TELUS, always reminds people about overlooking so-called cash in the attic. By this she’s referring to customer insights you have on-hand, that have yet to be harvested. In-situ feedback opportunities are less intrusive on customers’ time and energy.

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Customer Centricity 2001 Voice of Customer Customers 62

Uniphore

OCTOBER 7, 2021

The chain took the feedback on board, designed new labels to showcase Lily’s insight to her fellow customers and renamed the product “giraffe bread.” American Express Counts the Benefits Maintaining your status as one of the world’s largest credit card providers comes with huge customer expectations.

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Currency Alliance

OCTOBER 27, 2017

Customer expectations are higher than ever. What’s more, a lot of customers only have small amounts of loyalty currency in each program they’re a member of – so they have trouble seeing how they can get to meaningful rewards (which produces apathy). It’s about offering customers more choice.

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Loyalty Loyalty Programs Airlines Brands 49

Currency Alliance

NOVEMBER 17, 2020

putting the customer at the center of your business model. Layering customer-centricity on top implies a single view of the customer – augmented with data from outside your business, and having the tools to make customer insight actionable. The implications of digital transformation include.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

FEBRUARY 26, 2019

So, in summary, there is a lot to consider as you review each element of your loyalty program design, but finding the sweet spot between aligning with current business goals and meeting customer expectations will likely drive a very significant boost in ROI. They are the professionals who design aircraft cabins and hotel rooms.

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Loyalty 2019 Loyalty Programs Hotels 45

SurveySensum

MARCH 1, 2024

This isolated interpretation can lead to missed opportunities for learning from industry leaders and adapting to evolving customer expectations. Delta Air Lines, a major airline, employs benchmarking to assess its on-time performance, customer service, and overall operational efficiency against industry standards.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Feedback 52

Currency Alliance

MAY 20, 2024

Around data collection: the bank will only know where the customer shops when the bank’s payment card is used, and even then, they won’t know exactly what the customer has bought. A further benefit is the ability to use these richer customer insights to better price the bank’s own products and services.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

Customer Alignment

DECEMBER 18, 2017

As reported in my recent piece , we saw actions to improve the customer experience stall – particularly in Europe. The gap between (rising) customer expectations and the quality of customer experiences being delivered, is getting greater. Othello ) So, there was much talk. 2017 promised such a lot.

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Thematic

MARCH 12, 2025

Imagine knowing exactly what your customers want, what frustrates them, and what keeps them coming back—all without them having to spell it out. Well, the good news is, you don’t need psychic powers—just customer insights and analytics. If you want to know how they do this, keep reading.

Customer Insights 62

Customer Insights Insights E Commerce Loyalty Programs 62

CSM Magazine

OCTOBER 18, 2024

The digital age has ushered in a new era of customer expectations. This shift has placed personalization at the forefront of successful business strategies, transforming how companies interact with their customers across every touchpoint.

Loyalty 52

Loyalty E Commerce E-support Touchpoint 52

SurveySensum

MARCH 26, 2025

SurveySensum creates a consolidated and unified view of customer data. Instead of siloed insights from different channels, you get a holistic understanding of customer sentiment, pain points, and customer expectations in one place. Customer expectations are ever-evolving – are you keeping up?

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