InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback Social Media B2C 2024 195

InMoment XI

NOVEMBER 26, 2024

Almost 80% of employees who created a customer journey map at their organization say it helped generate alignment between internal teams. Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Customer Bliss

OCTOBER 6, 2015

Build a blend of quantitative and qualitative information to tell the story of customers’ lives. Collect feedback from multiple sources. Unite ‘aided’ feedback; when a customer is invited or prompted to give feedback or respond to a survey, with ‘unaided’ feedback which customers volunteer daily.

Social Media 236

Social Media Feedback Presentation Call Center 236

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

SurveySensum

MARCH 24, 2025

NPS tracking is the process of creating a continuous cycle of measuring, analyzing, and reviewing your NPS score to understand where you stand in terms of customer loyalty and satisfaction over time. According to HBR , a 5% increase in customer retention can boost profits by 25% to 95%. How to Track NPS Effectively?

NPS 52

NPS Feedback Loyalty Measurement 52

Retently

NOVEMBER 29, 2024

Each stage of the customer journey requires targeted questions that align with the interaction. This ensures feedback is relevant and actionable. Gathering feedback is only the first step. Use insights to make meaningful changes, and communicate these improvements to your customers. Let’s break it down.

Events 120

Events Feedback Interaction E-support 120

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

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. As he points out, “The customer isn’t actually using their voice to provide feedback.”

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. AI has become a staple in major customer interaction platforms, from feedback mechanisms to customer relationship management systems (CRMs).

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

OpinionLab

JUNE 20, 2017

Digital feedback has the potential to have far-reaching business impact on defining metrics, such as customer loyalty and revenue. 1: Listen to what your customers have to say…don’t just let them speak at you. 1: Listen to what your customers have to say…don’t just let them speak at you. Sounds easy, right?

Feedback 114

Feedback Customer Experience Touchpoint Voice of Customer 114

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. broadcast still rocks!

2016 267

2016 Innovation Marketing Insights 267

Retently

OCTOBER 23, 2024

Taking the importance of collecting customer feedback out of the way, where do we start? Understanding the Tools at Hand Collecting feedback is essential to identifying customer pain points and areas for improvement throughout the buyer’s journey. Was the shipping cost too high? Maybe they found a better deal elsewhere.

Retail 109

Retail NPS Touchpoint Feedback 109

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Did we find out?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

InMoment XI

NOVEMBER 20, 2023

It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers. It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

GetFeedback

JULY 19, 2019

If you’ve ever written something—a book, a presentation, even a blog post—think of VoC data the way you would think of the writing process. Use that test as an opportunity to see how many surveys were filled out, to understand the quality of the feedback being received, etc. Voice of the Customer (VoC) educational video .

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. It’s easy to ask for feedback!

Feedback 111

Feedback E-support Metrics NPS 111

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Identifies patterns & recurring pain points in customer feedback.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

InMoment XI

APRIL 9, 2025

Resource constraints in technology and the workforce present a significant hurdle for accurate predictions. Macroeconomic factors such as GDP growth, exchange rates, and retail sales present a significant forecasting challenge. As a result, you will boost customer retention and your market share.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

Clarabridge

NOVEMBER 4, 2015

This is exactly the kind of thing I love to hear in my role leading the Customer Insights program for GE Healthcare. She was able to take immediate action to improve one of the product features based on the customer insights we had found. “We wouldn’t have found this with our traditional market research.”.

B2B 81

B2B Feedback Healthcare Definition 81

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Let’s get into the 5 tips and how they can help.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Let’s get into the 5 tips and how they can help.

Management 195

Management Social Media Hotels Airlines 195

GetFeedback

APRIL 19, 2018

Distributing surveys via email is a highly effective way to collect feedback. You can route visitors to relevant content, automatically create support tickets, and show your customers you’re there for them at all times. Learn more about engaging with customers through Website Surveys.

Engagement 170

Engagement Effort Score Measurement Article 170

GetFeedback

MAY 23, 2019

NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . In essence, VoC gives your customers a voice within your organization. . The survey should be presented to all stakeholders within the organization.

NPS 308

NPS Net Promoter Score CEM Metrics 308

Think Customers

APRIL 10, 2025

Example: Use hard numbers such as calculating the revenue impact of improving customer retention by just 5% to make the case for investment in CX. Action Point: Present CX metrics alongside financial indicators to show the business case for improving customer experience.

B2B 52

B2B Net Promoter Score Effort Score Financial 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

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

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. This shifts the conversation to one of “let’s do better, guys” in a generic and general way to “Hey Susie – this customer loved you!

Airlines 152

Airlines 2017 Metrics Social Media 152

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. Each aspect will be discussed in depth below.

Feedback 92

Feedback Net Promoter Score Customer Satisfaction Loyalty 92

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple channels to collect mass feedback.

Feedback 78

Feedback Touchpoint Webinar Customers 78

Retently

JULY 28, 2019

Whether your team uses Retently or you’re just curious to learn more about customer feedback workflow automation, take a look at these practical ideas: 1. Automate the feedback loop. Or, you could send automated conversation starters to customers who leave no text feedback. Channel positive feedback.

Feedback 85

Feedback Roadmap NPS Customers 85

Thematic

AUGUST 25, 2021

People also need to understand any limitations and/or external influences which may have impacted the feedback. To avoid being hit with this question, any insight presented needs to have an action attached. Sometimes there isn’t a clear and immediate action - but the insight presented is important nonetheless.

Insights 116

Insights Presentation Leadership Feedback 116

Thematic

JANUARY 21, 2020

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . You can customize it to your needs. What should the roadmap look like for developing an automated DIY customer feedback solution? Why you might want to have a feedback analysis solution.

Feedback 105

Feedback Roadmap Metrics Customer Service Representative 105

Alida

JUNE 27, 2016

Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. The panel discussion explored the value of having authentic, timely and contextual customer feedback.

Insights 145

Insights Consumers Feedback Advertising 145

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. Embrace Your Customer Feedback If you aren’t listening to customers, how do you know what they really want?

Customer Experience 143

Customer Experience Customers Feedback Customer Centricity 143

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. As he points out, “The customer isn’t actually using their voice to provide feedback.”

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. Presenters: Dawn Paulos – Dawn is the VP of Marketing at CloudCherry. Each stage can be applied to any customer insight in any industry.

Webinar 150

Webinar Insights Customer Insights Presentation 150

Alida

SEPTEMBER 21, 2018

Marketing is about work that matters for people who care,” Godin argued in his presentation. Be open to partnerships and feedback. Cleveland Clinic, winner of the Visionary Award for customer experience, is a pioneer in patient centricity. Marketers need to really understand who they’re trying to change. Don’t let CX stagnate.

2018 145

2018 Insights Innovation Customers 145