Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes.

Management 115

Management Customer Experience Roadmap NPS 115

GetFeedback

MAY 9, 2019

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. At this level, you’re also working on developing a customer experience strategy. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

SurveySensum

JANUARY 27, 2025

A multilingual survey is designed to gather feedback from diverse audiences by offering the questionnaire in multiple languages. Think of it as a tool that speaks your audiences languageliterally and figurativelybreaking down communication barriers and inviting genuine, thoughtful feedback from every corner of the globe.

Insights 52

Insights Customer Insights Download Customers 52

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.”

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

CloudCherry

JANUARY 22, 2020

According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers. Failure to capture unstructured and unsolicited feedback. Ignoring the voice of the employee (VoE). Not Interpreting Feedback. Not Acting on Insights. Only focused on surveys.

White Paper 243

White Paper Social Media Feedback 2019 243

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

InMoment XI

SEPTEMBER 5, 2024

With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base. The only way to do this is by listening to what your customers are saying, which is referred to as the Voice of the Customer.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Thematic

FEBRUARY 12, 2025

The answer could be hidden in your customer feedback. 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. Negative feedback doesn’t have to spell disaster, either.

Marketing 62

Marketing Social Media Net Promoter Score Feedback 62

ShepHyken

DECEMBER 27, 2022

Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with.

Healthcare 128

Healthcare Customer Centricity Customer Voice Voice of Customer 128

GetFeedback

MAY 24, 2019

When done right, it’s an extremely valuable source of customer insight. The next step is to mine the data to learn from customers, follow up with them, and make improvements. In this way, NPS is an important microphone for customer voices and a tool to drive business action.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Thematic

NOVEMBER 14, 2024

It can help you create better products, refine the customer experience, and boost brand loyalty. Organizations who understand their customers can make data-driven decisions that actually meet their needs. Yet understanding how to correctly analyze your customer feedback comes with its own set of challenges.

Net Promoter Score 62

Net Promoter Score Social Media Customers Feedback 62

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Support tickets. Feature requests.

Feedback 88

Feedback Marketing Social Media Customers 88

Customer Bliss

APRIL 27, 2018

Are some measuring customer satisfaction, some measuring customer effort scores, and some measuring NPS? Know the options available to gain customer insight in addition to customer surveys. For example, is “humanizing” research part of your effort to understand customers’ lives? When was it last completed?

Effort Score 181

Effort Score Customer Journey Social Media Call Center 181

InMoment XI

DECEMBER 29, 2022

It’s exciting to look back and highlight the InMoment Acquisition of ReviewTrackers, an award-winning customer review management software company! InMoment is the first experience company to extend customer insights, analytics, and action across the complete customer lifecycle.

2022 195

2022 2023 B2B 2021 195

Lumoa

JUNE 30, 2022

You might get feedback from your team around their perception of not being taken seriously across your organisation. Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX. Does your Product team listen to your feedback?

Customer Experience 103

Customer Experience Metrics Feedback Insights 103

Thematic

MARCH 27, 2019

And how closing the customer feedback loops helps reduce and predict customer churn. 3 L ead Causes of Customer Churn. Delayed Feedback. Customers need quick responses every time they engage with your business. And if you can’t respond fast, then your customers are more likely to move on.

Feedback 54

Feedback Poor Customer Service Customers 2018 54

ERDM

JULY 24, 2017

Going beyond traditional focus groups has been a strategy for beauty company, Elizabeth Arden who looks to their “Arden Insiders,” insight community of more than 4,000 women, to inform the direction of innovation and critical product and design decisions. The feedback drives decisions on all aspects of creative and design.

Customer Voice 40

Customer Voice Brands ROI Social Media 40

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

2023 78

2023 Customer Experience Competitive Advantage 2021 78

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Multi-Channel 78

Multi-Channel Feedback Consulting Social Media 78

Lumoa

JULY 10, 2018

It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers. Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. And yet still, acting on the customer feedback is hard.

ROI 113

ROI Customer Experience Financial NPS 113

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySparrow

JULY 27, 2023

The Voice of the Customer Process: Unlocking Customer-Centricity At its core, the voice of the customer is all about understanding their needs, expectations, and preferences. To effectively capture and utilize customer insights, a structured process needs to be in place.

Social Media 52

Social Media Net Promoter Score Customer Centricity Customer Voice 52

CX Journey

AUGUST 29, 2014

Listen to the Voice of the Partner It’s easy to get so wrapped up in listening to our customers and employees that we forget to listen to another key constituency: Our partners. Partner feedback become background noise, something we’ll “get to” when we have the time. Sadly, if you answer is “no way!” you are in the majority.

Net Promoter Score 64

Net Promoter Score Voice of Customer Feedback Customer Voice 64

Lumoa

NOVEMBER 29, 2021

It is not too difficult to listen to the customer. Companies receive real-time feedback in massive volumes if they only start listening to their customers. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Ask your customers!

ROI 97

ROI Customer Experience NPS Financial 97

Thematic

SEPTEMBER 24, 2024

In today’s competitive market, understanding what your customers think and feel is everything. Each interaction with your brand leaves behind valuable insights. That’s where Voice of Customer (VoC) Analytics steps in. How Does VoC Differ from Traditional Feedback Methods?

Voice of Customer 62

Voice of Customer Social Media Feedback Net Promoter Score 62

CX Journey

JUNE 22, 2017

Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions.

Customer Journey Mapping 58

Customer Journey Mapping Communication Customer Centricity Customer Journey 58

SurveySensum

MAY 2, 2024

In today’s customer-centric business environment, feedback isn’t just a bonus—it’s the lifeblood of success. From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights.

Customer Service 52

Customer Service Social Media Loyalty Feedback 52

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Is customer centricity already part of the company DNA and culture? Are there efficient processes in place for analyzing customer data or communicating customer insights?

2018 121

2018 Customer Experience Customer Centricity Culture 121

NICE inContact

AUGUST 28, 2019

And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. However, the reality is that, just like a song isn’t one note, you need more than one way to capture all of the tones in your customers’ voice.

Contact Center 55

Contact Center Omnichannel Net Promoter Score NPS 55

Education Services Group

OCTOBER 31, 2023

Feedback Empowerment : Create a hub for product feedback, feature requests, and timely responses on defects. Even a “no” or a “not right now” is better than no answer for my customers. Quick access to these resources is a game-changer. Answers are critical.

Customer Success 52

Customer Success Customer Retention Customer Voice Books 52

ChurnZero

NOVEMBER 20, 2020

Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. I prefer NPS, but again, it doesn’t matter what method you use to try to incite feedback; it matters if you take action on that insight. But there are different ways that you can measure your customer feedback.

NPS 98

NPS Reference Net Promoter Score Webinar 98

Playvox

SEPTEMBER 30, 2022

You’re probably using tags to track customer feedback, but without the right reporting, you might find yourself struggling to gather customer insights from the wealth of unstructured data and present them in a way that shows their effect on the business. Good reporting relies on the right tagging structure.

Contact Center 67

Contact Center Article Customers Presentation 67

Wootric

MARCH 18, 2021

Leveraging technology to listen to hundreds and thousands of customer comments. We’ve previously explained how to quickly build your first customer feedback program with a single survey like Net Promoter Score in a single channel. It’s often triggered in-app to get feedback that helps product teams optimize the user experience.

Net Promoter Score 52

Net Promoter Score E Commerce E-support NPS 52

CX Journey

APRIL 3, 2019

Ongoing training : You can't expect that, as both the business and customer expectations evolve, employees will automatically know what to do and adapt/evolve, too. You need to train employees regularly to ensure they are kept abreast of new customer insights and new approaches to delivering a great experience.

Customer Centricity 60

Customer Centricity Customers Culture Feedback 60

Happy or Not

MARCH 5, 2024

In today’s competitive landscape, understanding your customers is paramount. In this article, we’ll explore the unique strengths of HappyOrNot feedback solutions, explain how to setup a survey kiosk, and help you choose the right fit for your business needs. Forget managing accounts or tracking respondents.

Feedback 36

Feedback Customer Satisfaction Social Media Insights 36