Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform? The result?

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

GetFeedback

MAY 9, 2019

Customer experience management (CXM) is the process of designing and optimizing customer interactions to meet or exceed customer expectations. What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Thematic

OCTOBER 7, 2024

By actively listening and strategically acting on customer insights, you can transform feedback into powerful business growth. Skip straight to the 8 steps to build a Voice of Customer strategy. What is a Voice of Customer Strategy? What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Social Media Touchpoint Feedback 62

Thematic

SEPTEMBER 24, 2024

Each interaction with your brand leaves behind valuable insights. That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth.

Voice of Customer 62

Voice of Customer Social Media Feedback Net Promoter Score 62

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? How do you collect VoC data?

Customer Centricity 158

Customer Centricity Voice of Customer Social Media NPS 158

Thematic

SEPTEMBER 19, 2024

Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Social Media Multi-Channel Feedback 62

InMoment XI

SEPTEMBER 5, 2024

Solicit customer feedback to evaluate new ways of gaining a competitive advantage. Generate advanced marketing insights and opportunities. However, this approach leaves out key qualitative details such as which areas of the buying experience customers would change.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

SurveySparrow

JULY 26, 2023

In that case, you must adopt the Voice of Customer (VOC) solution. Understanding the Voice of Customer (VOC) Voice of Customer (VOC) refers to the process of actively gathering and understanding customers’ opinions, preferences, needs, and expectations regarding a product, service, or brand.

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52

InMoment XI

JANUARY 4, 2024

Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Implement personalized product recommendations, targeted promotions, and customized content based on individual preferences and past interactions. Use this feedback to make informed improvements and adjustments.

Retail 195

Retail Customer Experience Social Media NPS 195

SurveySparrow

JULY 31, 2023

What is Voice of Customer (VOC) Let’s first get the basics sorted. Voice of the customer (VOC) is a methodology used by businesses to capture, analyze, and act upon customer feedback. VOC represents the collective wants, needs, preferences, and expectations of your customers. Let’s dive in!

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

SurveySparrow

JUNE 23, 2023

More specifically, we’re exploring the voice of customer methodologies. These techniques help us understand what our customers truly want and need. What is the Voice of the Customer (VoC)? The Importance of VoC for Businesses What is the Definition of Voice of Customer Methodologies?

Voice of Customer 52

Voice of Customer Feedback Net Promoter Score Social Media 52

Calabrio

MARCH 25, 2025

Are you able to understand what your customers are telling you? Can you use these customer insights to improve their experiences and deliver what they really want? If not, thats where the latest AI-driven Voice of the Customer software and tools can help. Table of Contents What is the Voice of the Customer (VoC)?

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

SurveySparrow

JUNE 20, 2023

Voice of Customer programs are like a trusty GPS to navigate the tricky and ever-shifting landscape of customer preferences. For businesses seeking to enhance their customer experience, a Voice of the Customer program can provide the exact direction and understanding they need to make informed decisions.

Voice of Customer 52

Voice of Customer Customer Journey Mapping Social Media Multi-Channel 52

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Thematic

FEBRUARY 12, 2025

With text analytics marketing, you can analyze feedback from sources such as social media and surveys to uncover valuable customer insights—helping you create campaigns that truly resonate. 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

SurveySparrow

DECEMBER 27, 2023

In this blog post, we will explore the three best Voice of the Customer framework for B2B SaaS companies, highlighting their benefits and providing practical advice for leveraging them effectively. What is Voice of Customer Framework? This approach not only enhances customer satisfaction but also builds loyalty.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX).

2025 40

2025 Contact Center Omnichannel Net Promoter Score 40

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. High FCR rates improve customer satisfaction and reduce repeat calls.

Contact Center 52

Contact Center Management Call Center Measurement 52

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Feedback 78

Feedback Net Promoter Score NPS Customer Satisfaction 78

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? What kinds of businesses create customer advisory boards?

Roadmap 118

Roadmap Feedback B2B Interaction 118

PeopleMetrics

DECEMBER 12, 2017

Customer Experience Management (CEM) is a set of systems and processes that measure, track, analyze, and manage customer interactions with your brand over time. CEM platforms are designed to solicit and capture experiential data from customers through surveys and other feedback channels. System Harmony.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

SurveySparrow

JULY 31, 2023

Did you know that companies that prioritize the voice of their customers can achieve a 10 times higher customer satisfaction rate compared to their counterparts? Customer feedback holds the key to enhancing your brand’s reputation and fostering long-term loyalty. What is Voice of Customer Data Analytics?

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

CX Journey

AUGUST 29, 2014

Share VoP and VoC insights with Partners During a recent onsite, a client shared with me the dashboards he shares with his partners. The field vendors servicing this company’s clients have access to Voice of Customer data and insights through a login to my company’s portal. Sadly, if you answer is “no way!”

Net Promoter Score 64

Net Promoter Score Voice of Customer Feedback Customer Voice 64

Thematic

DECEMBER 9, 2022

It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely! How to use customer insights to your advantage: 1.

2008 71

2008 2010 Customer Satisfaction Fashion 71

Totango

JULY 23, 2019

Enterprises reap the most benefits of nurturing customer relationships long-term in order to keep customers constantly satisfied. . The Role of Customer Success Teams. Customer success teams focus on the continued delivery of customer satisfaction in order to inspire loyalty and build mutually beneficial customer lifetime value.

Customer Success 92

Customer Success Customer Centricity Customer Journey Customer Relationships 92

Thematic

OCTOBER 8, 2024

Yet 68% of businesses reported their customers were “very satisfied” This just proves that many companies don’t really know their customers as well as they think they do. A solid Voice of Customer program helps you listen to your customers and take their opinions into account in your business decisions.

Feedback 62

Feedback Voice of Customer Social Media Multi-Channel 62

InMoment XI

SEPTEMBER 25, 2024

Industrial & Aviation Design Gensler’s Los Angeles Aviation and Transportation Studio partnered with InMoment, leveraging sentiment analysis on customer feedback to make better-informed decisions about the planning and design of airports. These tools can understand and answer customer questions quickly.

Insights 195

Insights Social Media Net Promoter Score Events 195

Lumoa

JANUARY 19, 2023

Identify What Other Departments Need to Be Involved Customer experience extends beyond a company’s customer-facing roles. In an organization, there are different employees handling customer data or interacting with customers at various points in their journey.

Customer Experience 88

Customer Experience Net Promoter Score Metrics NPS 88

Thematic

SEPTEMBER 15, 2024

It captures experience signals across digital platforms and human interactions for a complete view of your customer and employee experience. Then, it uses predictive intelligence and machine learning technology to extract valuable insights your organization can use to improve customer satisfaction and make strategic business decisions.

Contact Center 62

Contact Center Feedback Employee Experience Insights 62

Thematic

OCTOBER 17, 2024

Using advanced AI these solutions can capture the full range of human emotion and turn it into actionable insights. Whether you need a simple solution to pick out key customer insights or an advanced AI tool, modern sentiment analysis tools can help you make data-driven decisions much faster.

Social Media 62

Social Media Multi-Channel Feedback Insights 62

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction?

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

Wootric

OCTOBER 7, 2020

Experience management platforms help businesses bridge the gap between the experiences they believe they are delivering to customers and the experiences customers are actually receiving. Once scored, a vendor falls into one of four categories: Leader, High Performer, Contender, or Niche player.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

Second to None

APRIL 12, 2018

In order to establish a strong understanding of customer insights, restaurant managers may want to consider investing in a customer database to collect important data, key insights, and trends to better serve and suit their customers for improved business relationships and better business outcomes. Segmentation.

Insights 67

Insights Marketing Social Media Loyalty Programs 67