InMoment XI

OCTOBER 19, 2023

Agent and coach scorecards : Aside from customer interactions, you need to have the ability to analyze the performance of your agents in order to understand areas for improvement. Learn more by speaking with one of our experts and get a personalized contact center demo! Our experts can help you find the right solution for your needs.

Contact Center 273

Contact Center Customer Service Omnichannel Social Media 273

Thematic

SEPTEMBER 24, 2024

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. What is Voice of Customer (VoC) Analytics? And that benefits the bottom line.

Voice of Customer 62

Voice of Customer Social Media Feedback Net Promoter Score 62

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

SurveySensum

OCTOBER 14, 2024

Well, to help you with that, we collated a list of some crucial voice of the customer questions that will help understand your customers’ interests and analyze the market. But let’s first have a clear idea of what Voice of the Customer is. What is the Voice of Customer?

Voice of Customer 52

Voice of Customer Customer Retention Feedback Competitive Advantage 52

SurveySensum

SEPTEMBER 19, 2022

Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? Reduce customer churn.

Voice of Customer 52

Voice of Customer Social Media Feedback Touchpoint 52

InMoment XI

SEPTEMBER 9, 2024

What is their specific expertise within customer experience (e.g., journey mapping, voice of customer programs, etc.)? What is their process for assessing and improving customer experience? Schedule a CX demo to get started on transforming your business.

Consulting 195

Consulting Customer Experience ROI Customer Journey Mapping 195

InMoment XI

SEPTEMBER 5, 2024

Solicit customer feedback to evaluate new ways of gaining a competitive advantage. Benefits of a Voice of the Customer Program Businesses without a Voice of Customer program observe which of their products or services are being sold most frequently, and assume that is what customers want more of.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

InMoment XI

JANUARY 10, 2023

So, let’s return to our original question: The role of a CX manager is to determine, implement, and refine the CX technology and vision required to see the entire customer journey from the customer’s perspective. Build text analytics dashboards and reports that are customized for each team (support, success, Product, etc.)

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

SurveySensum

APRIL 15, 2025

However, what if you’re not actively gathering and analyzing customer feedback? This is where Voice of Customer (VoC) tools come into play. VoC tools allow you to discover how your customers feel about your products and services, understand their expectations, and find ways to deliver the best customer experience possible.

Multi-Channel 52

Multi-Channel Feedback Touchpoint Voice of Customer 52

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? How Beneficial is the Voice of Customer Framework? Let’s dive in!

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 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)?

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

Calabrio

MARCH 5, 2025

Customer sentiment analysis can also identify the highest satisfaction rates within chat logs to share CX best practices with your team. Voice of Customer (VoC) tools Listening straight to the insights that your customers themselves offer you is among the most powerful ways to improve CX.

2025 52

2025 Customer Experience Contact Center Net Promoter Score 52

InMoment XI

JANUARY 4, 2024

Retail Customer Experience Examples One InMoment client that consistently delivers best-in-class retail experiences is FootLocker. FootLocker was able to utilize the XI Platform to get all of their Voice of Customer and operational data into one, easy to digest platform. Schedule a demo to see for yourself today!

Retail 195

Retail Customer Experience Social Media NPS 195

Thematic

FEBRUARY 2, 2025

Are you looking to uncover insights to improve your voice of customers for product operations ? Do you want to understand trends in customer sentiment? For example: Are customers satisfied with your new product? Don’t forget to take advantage of free trials or demos.

Social Media 62

Social Media 2030 Customer Satisfaction Feedback 62

InMoment XI

FEBRUARY 12, 2024

Learn how you can uncover the power of integrated CX and transform your business into a data-driven, customer-centric success story! Schedule a demo today to see what InMoment can do for your business! To sum it all up, integrated CX focuses on three key drivers that help businesses improve their bottom line.

NPS 195

NPS Net Promoter Score Effort Score ROI 195

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

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.

2025 40

2025 Contact Center Omnichannel Net Promoter Score 40

Thematic

FEBRUARY 3, 2025

According to Salesforce, 88% of customers say good service makes them more likely to make another purchase, yet slow responses and unresolved customer complaints can drive them away. Businesses, of course, know they cannot ignore the voice of customers and that customer review analyses are of utmost importance.

E-support 62

E-support Social Media Net Promoter Score 2028 62

SurveySparrow

MARCH 9, 2024

Gartner has found out that listening to the voice of customers can increase upselling and cross-selling by 15-20%. At the same time, the report also discusses how the customer retention expenditure can be reduced by 25% as well. It is widely known that catering to customer needs makes a business.

2024 52

2024 Voice of Customer Touchpoint Social Media 52

Totango

JANUARY 23, 2020

You should look at customer metrics that link directly to the successful use of your product, such as product usage rates, feature adoption, license utilization, number of escalations, and Voice of Customer feedback and ensuring you have the necessary systems and solutions to do so at scale. Set and Celebrate Goals.

Management 111

Management B2B Seminar ROI 111

Calabrio

MARCH 5, 2025

Gain a Competitive Edge: In a world where customer experience is a key differentiator, call quality monitoring that leverages key technologies like voice analytics and Voice of Customer tools can uncover trends, common issues, and even potential marketing insights needed to enhance strategies and outperform the competition.

2025 52

2025 Contact Center Call Center Average Handle Time 52

Thematic

OCTOBER 17, 2024

Sentiment Analysis for Customer Experience Management at Medium and Large Companies These tools are designed for Research, Insights, and Customer Experience teams looking to organize large quantities of unstructured feedback. Why not start right here with a free guided demo of Thematic using your own data.

Social Media 62

Social Media Multi-Channel Feedback Insights 62

InMoment XI

OCTOBER 8, 2024

Listen to Customer Feedback Most companies receive customer feedback , but few organizations take the steps necessary to listen to and implement customer feedback in their organization. You can also improve customer experience by utilizing tools like sentiment analysis, which will help you analyze unstructured data.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Wootric

JANUARY 14, 2020

Customer communication platform: support tickets. CX management platform: voice of customer data (satisfaction, loyalty, attitudes, emotions, themes, requests). With a single click: Customer data — traits, events, etc.– Voice of customer feedback from Wootric becomes available to other platforms.

Customer Experience 64

Customer Experience Net Promoter Score Voice of Customer NPS 64

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. Experience text analytics in action on your own data with a demo of Thematic.  But where?

Social Media 62

Social Media Feedback Presentation Customer Satisfaction 62

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

Thematic

MARCH 18, 2025

The Voice of Customer , their thoughts, their needs, their wants—these are things you can’t afford to ignore. Besides, customers expect businesses to use their feedback effectively—and they can tell when a company isn’t keeping up. Which Customer Insights Platform is Right for You?

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

Totango

OCTOBER 1, 2019

This is achieved by closely monitoring the customer to make sure they’re using the right product features in the right way. There are a number of metrics that can be used to monitor the customer experience. Customers who feel they are being listened to also feel valued. Customers who feel valued remain loyal.

Customer Journey 81

Customer Journey Voice of Customer Customers Metrics 81

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores.

Customer Insights 69

Customer Insights Insights Touchpoint Metrics 69

Totango

JULY 23, 2019

Despite the most eagle-eyed customer management, things could go wrong. The key to managing escalations is to resolve matters quickly , listen and respond to Voice of Customer information , and see the situation as an opportunity to grow the customer relationship. . Escalation.

Customer Success 92

Customer Success Customer Centricity Customer Journey Customer Relationships 92

Totango

JUNE 20, 2019

The onboarding process may not have adequately prepared your customer to incorporate each and every potential feature into their daily workflows. The training should demonstrate how specific features relate to your customer’s business goals. Totango is dedicated to helping you thrive within the customer-centered economy.

Net Promoter Score 88

Net Promoter Score Metrics Customer Journey ROI 88

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.

Contact Center 52

Contact Center Management Call Center Measurement 52

Totango

DECEMBER 17, 2019

Bringing all the data you have together gives the team a full picture of the customer’s health. The data set should include financial, business/CRM, engagement and touchpoints, product usage, Voice of Customer, and more. Gather Customer Feedback: Regularly gather customer feedback and adjust workflows as needed.

Customer Success 63

Customer Success Events Voice of Customer Customer Journey 63

Totango

NOVEMBER 19, 2019

Personalized customer engagements. Incorporating Voice-of-Customer information. Use of customer data to create results-oriented goals . Customer success leads to higher customer retention which, in turn, generates recurring revenue and the potential for expansion or cross-sell opportunities.

ROI 64

ROI Customer Success Customer Centricity Voice of Customer 64

OpinionLab

JULY 15, 2016

OpinionLab helps companies simplify their CX and build customer centric cultures. Find out how by downloading our overview fact sheet or requesting a demo. So if you want to deliver an enriching and powerful CX, your employees 1) need to be integral it and 2) be sufficiently empowered and engaged to make it happen.

2016 79

2016 Customer Centricity Culture Presentation 79

Totango

DECEMBER 10, 2019

By helping teams do their jobs more effectively, you can better support every stage of the customer journey, which quickly improves retention. Leverage Voice of Customer Data: It is critical that you listen to your customers and learn from their feedback.

Customer Retention 65

Customer Retention B2B Voice of Customer Metrics 65

Totango

JULY 16, 2019

At the heart of the customer success process lies the customer success platform. This living repository of customer data captures and analyzes information from every customer engagement, including: . Voice of Customer: Survey responses and satisfaction scores. Financial: Contract and transactional data.

Customer Relationships 69

Customer Relationships Metrics Customer Success ROI 69