Thematic

MARCH 30, 2025

Happy customers spend more. It improves your NPS and survey engagement. Customers are 2 1% more likely to respond to surveys when they know their feedback led to action. Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS).

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Feedback Roadmap NPS Loyalty 62

Thematic

FEBRUARY 12, 2025

In fact, Vodafone New Zealand used text analytics and NLP to analyze feedback from their Touchpoint NPS data. They found out key themes and segmented customers based on specific concerns. Having identified the most pressing issues for different customer groups, Vodafone prioritized improvements and tailored messaging.

Marketing 62

Marketing Social Media Net Promoter Score Feedback 62

Wootric

MAY 12, 2020

As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. To make the most of your time and energy, we’ve put together this list of things SaaS businesses should know before they dive into the NPS world. Wait, what is NPS exactly? Have questions?

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Net Promoter Score NPS Feedback Measurement 98

Calabrio

MARCH 5, 2025

Surveys and Feedback: Customer satisfaction (CSAT) scores, Net Promoter Scores (NPS), and post-interaction surveys. Offline Interactions: In-store visits, point-of-sale data, and physical customer feedback. With a Voice of Customer analytics solution , you can gather VoC data from various channels (e.g.,

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2025 Customer Experience Contact Center Net Promoter Score 52

Calabrio

MARCH 25, 2025

Table of Contents What is the Voice of the Customer (VoC)? Types of VoC Tools How Voice of Customer Tools Work 10 of the Best Voice of the Customer Tools for 2025 Choosing the Right VoC Software for Your Needs What is the Voice of the Customer (VoC)? Customer support ticketing.

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2025 Contact Center Customer Journey Mapping Social Media 52

ShepHyken

FEBRUARY 22, 2019

Then again, Trader Joe’s returns policy is so good that customers would never regret purchasing anything from the store. I could write a book just about my Trader Joe’s customer experience! DoubleTree Hotels is another customer-centric organization that models good CX.

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Blog Hotels B2C Loyalty 113

Thematic

MARCH 2, 2025

Book free guided trial of Thematic Using Customer Insights to Drive Business Success Customer insights are not just about collecting data; they drive real business growth by helping companies optimize customer experience (CX), validate product features, and personalize marketing efforts.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

Calabrio

MARCH 5, 2025

These technologies play a decisive role in collecting customer feedback in real-time, automatically processing large amounts of information quickly and accurately. Successful voice of customer programs set up a system for ongoing monitoring and analysis of their needs and sentiments. Book a free demo today to learn more.

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2025 Contact Center Omnichannel Net Promoter Score 40

Russel Lolacher

JUNE 15, 2021

I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy. There are some great resources on employee experience but certainly not nearly as much as around the customer experience. The Substitution Game.

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Employee Experience Customer Service Net Promoter Score 2021 128

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

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2020 Customer Experience Magazine Consulting 132

Thematic

JANUARY 21, 2020

To reset and recharge, I booked a 2-week retreat in a remote part of Peru. . Voice of customer platforms collect solicited feedback only, and store it siloed away from public feedback and all other customer data. Last year was a hard one for me! . As usual, I am most productive on the road, and this was a long one! .

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Feedback Roadmap Social Media Customers 121

Thematic

JANUARY 28, 2025

These are where you want to get your data: Product reviews : What do customers love or hate about your product? Voice of Customer (VoC) : Surveys and interviews reveal what people are really saying. With such knowledge, it’s easier to make better decisions and keep customers happy.  But where?

Social Media 62

Social Media Feedback Presentation Customer Satisfaction 62

Calabrio

MARCH 22, 2025

By boiling down the whole universe of topics into a manageable list, you can take action based on what matters most your customers. Turn voice-of-customer insights into better marketing and sales strategies The contact center offers unparalleled insight into the true voice of your customer.

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Contact Center Management Call Center Measurement 52

Wootric

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. It’s in that moment that you win a customer for life.”

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Workshop Consulting Customer Experience Professionals Books 67

Waypoint Group

OCTOBER 12, 2021

Are you ignoring feedback by not closing the loop with what your customers are telling you in your NPS surveys? Are you failing to help your customers with the “change management” process that is so often required for success/value/ROI? Do your CSMs know what governance, oversight, and value means for their book of business?

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NPS Voice of Customer Government Document 40

Wootric

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

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Effort Score Net Promoter Score Metrics Customer Centricity 59

Wootric

AUGUST 22, 2019

You listen to the voice of the customer–endeavoring to understand what customers are thinking and feeling, identifying gaps, and driving the cross-functional changes needed to ensure customers stay engaged and loyal fans. . Voice of customer feedback programs are challenging.

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Customer Experience Management Net Promoter Score Customer Experience Management 45

Thematic

JUNE 17, 2024

" The focus is moving away from merely improving customer sentiment metrics like NPS and CSAT to driving tangible business value and measurable outcomes. It includes all channels where customers express their opinions and experiences, such as social media, contact center interactions, and even product usage data.

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ROI Insights Multi-Channel Customer Centricity 62

SurveySensum

JULY 2, 2024

Designed for customer success and customer experience teams, it is used across different industries like B2B, SaaS , Telecom, etc. It is not just a platform – it is a CX service that helps you achieve your business goals with a customer feedback platform.

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Feedback 2024 Multi-Channel NPS 52

Wootric

FEBRUARY 11, 2019

Customer and prospect interviews are a great way to understand problems in the users’ context: current behavior, user expectations and their goals by using our product. Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise.

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Reference Metrics Roadmap NPS 73

Thematic

MAY 19, 2022

It results in better products and services, as well as improved customer satisfaction and retention. What is a Voice of Customer (VOC) program? A Voice of the Customer program is the process of identifying, analyzing and acting on insights into your customers' preferences, expectations, and dislikes.

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Net Promoter Score Feedback E-support Insights 71

CX Journey

JUNE 28, 2016

Was it based on a desired customer outcome? Did you read about it in a book or hear about it at a conference? Unfortunately, this is one of the pitfalls of NPS. The target, not the customer and his desired outcome, becomes the focus. The problem is, many simply focused on NPS. And then: Why? Focus on it?

Metrics 38

Metrics NPS Measurement Government 38

Wootric

AUGUST 4, 2020

And if your onboarding customer success and/or customer service programs are significant, you definitely want to factor in Customer Retention Cost. Totango, a Wootric integration partner, wrote a whole book on calculating CRC , but a quick estimate looks like this: . The average customer lifespan is calculated in months.

Metrics 52

Metrics Net Promoter Score E Commerce Effort Score 52

Waypoint Group

JUNE 3, 2022

Every time the CFO goes on a trip you book ground transportation with Industrial Limos And Lifts (ILL). And because you support the CFO with standardized vendors, your colleagues booking ground transportation for their bosses have similar experiences. . Neither party tends to have an opportunity to see the big picture while executing.

Transportation 52

Transportation Books Feedback Article 52

Waypoint Group

JUNE 3, 2022

Every time the CFO goes on a trip you book ground transportation with Industrial Limos And Lifts (ILL). And because you support the CFO with standardized vendors, your colleagues booking ground transportation for their bosses have similar experiences. . Neither party tends to have an opportunity to see the big picture while executing.

Transportation 52

Transportation Books Feedback Article 52

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . This workshop is divided into three parts.

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Customer Journey Mapping Workshop Customer Journey Touchpoint 59

Doing CX Right

SEPTEMBER 5, 2020

I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book.

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2016 Travel Feedback Insights 52

ChurnZero

FEBRUARY 26, 2021

To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. At Nylas, Matt shares that they use Productboard, a product management software, to manage their customer feedback.

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Customer Success Management Roadmap Feedback 59

Thematic

MARCH 13, 2023

Qualtrics, like Thematic, make Voice of Customer software. Malala Yousafzai talked about how her father gave her a voice by letting her sit at the table from the age of eight. When it comes to metrics, as usual there was a question about NPS. This has shaped her inspirational career. Why is it important?

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Entertainment Events 2023 Advertising 62

Kustomer

SEPTEMBER 3, 2020

What is the right customer KPI in each of these different touch points doing your initial journey map as a hypothesis map. And then you build up your voice of customer engine. Stage two, voice of customer engine. Are we positioned to listen to our customers? Or is our customer base in a state of decline?

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Thematic

APRIL 3, 2025

The first step is actively collecting customer feedback from all relevant channels. This means casting a wide net to hear the voice of customers wherever they are. There are a lot of ways to get feedback, and here are few: Sending out Net Promoter Score (NPS) surveys to gauge loyalty. Formalize the loop if needed.

Feedback 62

Feedback Net Promoter Score Social Media E-support 62

PeopleMetrics

APRIL 17, 2025

Over the past three months, Ive written 41 blog posts each revisiting a lesson from my book Listen or Die (along with the conclusion) through the lens of whats changed (and what hasnt) in the age of AI. What emerged is a modern roadmap for any company looking to build or evolve their Voice of Customer (VoC) program today.

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2025 Roadmap B2B Touchpoint 62

OpinionLab

SEPTEMBER 12, 2017

I’m a big fan of the show, having seen all episodes and read all the books. NPS: Unchallenged but flawed and – maybe – set for a fall from grace (Cersei Lannister). Net Promoter Score (or NPS) is a KPI that has been widely accepted as an indicator of customer sentiment for years. A bit like Cersei.

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NPS Net Promoter Score 2003 Measurement 94

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. What did we hear, what did we see?

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2017 2018 Chief Customer Officer CEM 45

Waypoint Group

SEPTEMBER 8, 2022

Sadly, few have read the books that published the research that led to the Score, and as a result they are missing out on the real benefits that come with the Net Promoter System (and it’s the “System” in “NPS” that really matters): Stronger relationships with customers that accelerate a company’s profitable growth.

B2B 52

B2B Feedback Net Promoter Score NPS 52

Waypoint Group

SEPTEMBER 8, 2022

Sadly, few have read the books that published the research that led to the Score, and as a result they are missing out on the real benefits that come with the Net Promoter System (and it’s the “System” in “NPS” that really matters): Stronger relationships with customers that accelerate a company’s profitable growth.

B2B 52

B2B Feedback Net Promoter Score NPS 52

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries.

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Customer Journey Omnichannel Measurement Social Media 40