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 Customers E-support 62

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap NPS Loyalty 62

BirdEye

APRIL 1, 2025

In 2025, your hotels online reputation acts as a silent front desk by: Shaping how potential guests perceive your brand Influencing their booking decisions setting expectations for the entire guest journey Now what lies at the heart of that reputation? Defuses negative feedback 3. Motivates more feedback 4. Builds guest trust 2.

Hotels 52

Hotels 2025 Books Management 52

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined.

Voice of Customer 77

Voice of Customer Communication 2025 2017 77

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Think “Survey+” for Customer Feedback.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. Give employees tools to share feedback about the customer journey. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

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.

Social Media 262

Social Media Webinar Feedback Books 262

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Some brands use their community to build buzz and awareness.

ROI 269

ROI Measurement Brands Net Promoter Score 269

InMoment XI

SEPTEMBER 18, 2024

Think of it as building a feedback loop : you collect patient insights, analyze them, and take action to enhance the patient journey. Healthcare organizations that leverage tools like InMoment’s CX solutions can gather feedback in real time, identify problem areas, and streamline operations to make the experience as smooth as possible.

Healthcare 195

Healthcare Customer Experience Touchpoint Omnichannel 195

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. The issue with communicating with your customers online can result in your words being lost in translation. Respond to (every) negative and positive feedback.

Communication 125

Communication Blog Social Media Feedback 125

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. The output from the meeting was a "team charter" that outlined how they would communicate with each other.

Culture 244

Culture 2019 Contact Center Leadership 244

Experience Investigators by 360Connext

AUGUST 20, 2024

But when Sam thinks back on the year since their onboarding training, they reflect that… They’ve never seen actual customer feedback. Dedicate themselves to ongoing learning — both about how to improve the customer experience and in listening and incorporating customer feedback. Onboarding training needs to call this out specifically.

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. Before a customer can reach out to get support, there needs to be communication channels in place. Email is our main channel of communication with our customers. feedback@ (Contributed by: , @jacobshields20 ).

2005 316

2005 2012 Social Media Contact Center 316

BirdEye

APRIL 10, 2025

This blog helps you identify authentic dentist feedback, where to find trustworthy sources, and how the most reliable clinics use GenAI tools to build online trust. Online dentist reviews also reflect how a practice handles feedback. This helps verify recency, especially for emergency appointments or fast bookings.

Feedback 52

Feedback Healthcare Multi-Channel Demo 52

CSM Magazine

APRIL 10, 2025

Conversational AI refers to technology (like AI-powered chatbots) that enables automated communication, mimicking human interactions through text or voice. Personalized Experiences AI-powered tools analyze customer data in real time, personalizing communication to match individual needs and preferences. What is Conversational AI?

E Commerce 52

E Commerce E-support Books Healthcare 52

InMoment XI

FEBRUARY 7, 2024

Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. What is Integrated CX Integrated CX platforms unify customer feedback signals from a multitude of feedback signals (listed below), blending them into a cohesive whole. That’s no longer the case.

Hotels 195

Hotels Guest Experience Travel 2023 195

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Thematic

JANUARY 21, 2020

To reset and recharge, I booked a 2-week retreat in a remote part of Peru. . 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.

Feedback 121

Feedback Roadmap Social Media Customers 121

GetFeedback

JUNE 22, 2019

They are good for gathering real-time customer feedback and building customer relationships. Now we’re going to tell you exactly how to write an NPS survey question to grab your customer’s attention and get the feedback you need. We tend to respond very well when others use our name in their communication with us.

NPS 304

NPS Net Promoter Score Feedback Brands 304

InMoment XI

JUNE 7, 2024

Positive reviews and glowing recommendations can drive bookings, while negative reviews can deter potential guests. Engage with guests post-stay to thank them for their feedback and encourage them to return. Showcase positive feedback on your website and social media channels to highlight your strengths and reassure potential guests.

Hotels 195

Hotels Management Social Media Hospitality 195

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. How can that data be used to trigger a request for feedback? Let’s find out. Facilitate close-the-loop action.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Alida

SEPTEMBER 22, 2016

Look forward to reading his book! Companies must welcome customer feedback and continually test and learn from new ideas. RELATED STORIES: Finding power in feedback: How Alliant Energy drives award-winning customer experience [blog post]. Unearth new revenue streams from customer feedback.

2016 267

2016 Innovation Marketing Insights 267

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 Insights Feedback E-support 62

Customer Bliss

NOVEMBER 29, 2018

She looked at all of the customer touchpoints and pain points, collected data from call centers to gather complaints and feedback, and reviewed communications previously sent to members. Customerville transforms customer experience surveys into rich, interactive experiences using its unique Design-driven Feedback platform.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Happy or Not

APRIL 1, 2025

In a recent episode of The Intuitive Customer podcast, Tim Waterton, Chief Revenue Officer at HappyOrNot, shared invaluable insights into efficiently collecting customer feedback and using it to create a real-time solution. click to visit & listen) Why is real-time customer feedback important for business growth?

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

Experience Investigators by 360Connext

JULY 28, 2020

After 30+ years, it would have been easy for them to stay the course, using one of the oldest objections to new CX initiatives in the book: “It’s always been done this way.” Then they need to communicate it throughout the company. It was a well-communicated, aspirational goal. What metrics are used?

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Customer Centricity 225

BirdEye

DECEMBER 28, 2024

Or think about a busy professional who just cant seem to book a dental appointment because every clinic closes after 5 pm. Traditional communication channels often fall short, leaving patients frustrated and uncertain. Healthcare organizations can save thousands of dollars annually by automating routine communications.

Healthcare 52

Healthcare Multi-Channel Insurance Document 52

TechSee

AUGUST 14, 2023

We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Thematic

MARCH 30, 2025

Here’s a story that shows how personalization works in action: Imagine a streaming service analyzing feedback from customers who binge-watch comedy shows. This isn't magic—it's just the smart application of AI on and customer feedback. Recognizing customer preferences through past interactions. The result?

Information 62

Information Insights Customer Service Airlines 62

InMoment XI

OCTOBER 3, 2024

Seek Customer Feedback In order to improve customer retention, you will need to solicit and respond to customer feedback. To increase customer retention, make sure you have dedicated resources to responding to customers and identifying actionable insights from customer feedback.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

Beyond Philosophy

JULY 16, 2020

We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives. From a Customer Experience perspective, the changing nature of memory means when you’re asking for customer feedback of what that experience was like, the words that you use can influence how the customer remembers the experience.

Events 194

Events Books Consulting Feedback 194

InMoment XI

APRIL 3, 2024

But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. This means prioritizing positive interactions with products and services, engaging with people online, implementing customer feedback, and more. What Is Digital Experience?

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Thematic

APRIL 1, 2025

In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop. CRM and Sales Data: Purchase histories link customer value to feedback. Book free guided trial of Thematic 3.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

CSM Magazine

FEBRUARY 12, 2025

Transparent Communication from Day One Excellent customer service starts with clear and transparent communication. By maintaining open communication, moving companies can eliminate confusion and reduce customer anxiety. Communicate politely and professionally during every interaction.

Customer Service 52

Customer Service Transportation Exceptional Customer Service Competitive Advantage 52

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Feedback 92

Feedback Net Promoter Score Customer Satisfaction Loyalty 92

Thematic

MARCH 20, 2025

Businesses today receive huge volumes of customer feedback—from emails and chats to surveys and reviews. Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service. You’re not alone. But how do they make sense of all that data? Text analytics.

Customer Service 62

Customer Service E-support Feedback Insights 62

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Leverage AI to analyze customer feedback (surveys, reviews, social media) to identify recurring issues, understand customer pain points, and prioritize product enhancements. GDPR, CCPA).

Customer Service 59

Customer Service E Commerce Social Media Travel 59