Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap NPS Loyalty 62

Experience Investigators by 360Connext

JULY 6, 2021

A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. The charter is a brief document to align the vision, purpose, responsibilities and roles for achieving customer experience success. The charter, however, is not a magical document.

Document 358

Document Net Promoter Score Government Leadership 358

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. Close the Loop Quickly Speed matters when addressing customer feedback.

NPS 52

NPS Net Promoter Score Customer Satisfaction Metrics 52

Experience Investigators by 360Connext

AUGUST 17, 2021

Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? Customer Feedback and Insights. What’s new: What is customer feedback telling us? Check In: Review customer feedback and discuss any key customer experience metrics. .

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. By utilizing the in-app customer feedback software tool, Hootsuite can prioritize CX improvements that will have the most business impact and has been able to triple its Net Promoter Score.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

InMoment XI

JUNE 14, 2022

Classic CX surveys like NPS , PSAT, CSAT , and Customer Effort Score(CES) monitor customer sentiment—providing critical insight into behavioral and revenue metrics. Net Promoter Score (NPS): Loyalty and More. NPS Surveys ask two questions…. Why is NPS key to Product Led Growth? NPS Example: DocuSign.

Metrics 195

Metrics Net Promoter Score NPS Effort Score 195

CloudCherry

SEPTEMBER 26, 2018

A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. Respond – close the loop on customer feedback and improve customer experience. Align – deliver insights across the organization, democratizing the data.

Customer Experience 240

Customer Experience NPS Customer Journey Mapping Customer Experience Management 240

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. Step 1: Acknowledge their feedback.

Net Promoter Score 223

Net Promoter Score NPS Feedback Social Media 223

InMoment XI

OCTOBER 7, 2024

Conversational Insights on Particular Areas of a Document: Speaker-specific insights for targeted agent training and customer understanding 4. Whether explaining sudden changes in performance or a shift in customer feedback, widget comments enable clarity for better decision-making.

Events 243

Events Competitive Advantage Innovation 2024 243

Thematic

APRIL 1, 2025

In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop. CRM and Sales Data: Purchase histories link customer value to feedback. Be as specific as possible. Why is this important?

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Totango

NOVEMBER 21, 2019

How to Track Customer Satisfaction with NPS . That’s why the Net Promoter Score (NPS) is a key metric to track. NPS is calculated using a specific formula that draws on data from customer satisfaction surveys. . You can also break customers out into NPS segments to identify trends. Document how long onboarding takes.

Customer Satisfaction 93

Customer Satisfaction NPS Metrics Net Promoter Score 93

SurveySensum

DECEMBER 2, 2024

You may find it difficult to customize the surveys or feedback tools how you want them. Text Analytics Falls Short: While the platform provides useful tools for processing open-ended feedback, its capabilities in advanced natural language processing and sentiment analysis fall short compared to top competitors.

Feedback 52

Feedback 2025 2024 Multi-Channel 52

Retently

JULY 8, 2024

Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!), From not providing actionable metrics to having high statistical variance, NPS has been criticized for painting an inaccurate picture of customer satisfaction.

Net Promoter Score 148

Net Promoter Score NPS Metrics Reference 148

InMoment XI

AUGUST 19, 2024

Subjective Metrics: CX often relies on subjective metrics like customer satisfaction (CSAT) or Net Promoter Score (NPS). Net Promoter Score (NPS): A measure of customer loyalty based on their likelihood to recommend your brand. Fragmented Feedback Sources: Lack of a uniform view of feedback data from different channels.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

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. I spent the last 5 years building Thematic , a customer feedback solution.

Feedback 111

Feedback E-support Metrics NPS 111

SurveySensum

NOVEMBER 7, 2024

The tool provides 360-degree feedback management by providing solutions to improve their customer experience, employee experience, and product experience – all in one platform. It enables companies to understand how users interact with their products by capturing user reactions, opinions, and feedback in real time.

Feedback 52

Feedback Multi-Channel Consulting NPS 52

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

It’s easy to create goals in customer experience that are either: Based on metrics that the customer feedback team held responsible can’t influence, like NPS Or big ideas that aren’t real goals, like “make every customer delighted every time” Every other team has real goals. Think of customer feedback as collaboration.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

ShepHyken

NOVEMBER 20, 2020

The vision document is critical to set the direction for your team, so you need to make it clear. Also, make it available at all times through your company’s document sharing service. Include an explanation of each touchpoint in a separate document. Consider these meetings to keep the feedback flowing: Weekly group meetings.

Customer Service 151

Customer Service Net Promoter Score Workshop Document 151

CloudCherry

SEPTEMBER 26, 2018

A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. Respond – close the loop on customer feedback and improve customer experience. Align – deliver insights across the organization, democratizing the data.

Customer Experience 221

Customer Experience NPS Customer Journey Mapping Customer Experience Management 221

Experience Investigators by 360Connext

JANUARY 26, 2021

Document what you hear but mostly just keep a very open mind and heart. This is a great exercise for contact center leaders, serving as a way to get feedback from a random sample of customers who contacted them for support. These customers can become advocates and share feedback in meaningful ways… but they have to be asked.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Retently

SEPTEMBER 12, 2018

At a first glance, relying on the input provided by the sales, marketing, and support teams might seem sufficient; however, we wanted to take the opportunity to use customer feedback to prioritize the product roadmap from a customer’s perspective as well. What is NPS? Sorting through the feedback is tough. Lack of granularity.

Feedback 109

Feedback NPS Roadmap Customers 109

PeopleMetrics

FEBRUARY 11, 2025

Imagine walking into your office and seeing not just your current NPS score, but AI-predicted trends and suggested specific actions to improve it. Use AI to simulate customer scenarios based on real feedback data. Scale those daily huddles with AI-powered briefing documents that highlight what really needs attention.

Voice of Customer 77

Voice of Customer Communication 2025 2017 77

CloudCherry

MARCH 28, 2019

Your journey map is the most critical document your CX team has available to you. Even better, you can see how each conversation resonates through NPS and CSAT feedback. In the past, CX professionals have had to rely on proxy metrics like NPS and CSAT to show their impact on the business. Here’s how this needs to change.

Insights 231

Insights CEM NPS ROI 231

SurveyGizmo

NOVEMBER 18, 2020

Let’s take a look at some ideas you can use in your feedback survey to ensure you’re taking full advantage of the feedback you collect. . The Logic and Send Email Actions configuration is what we use to put feedback into motion. When you respond to an NPS survey, there is a send email action on the Thank You page of the survey.

Feedback 92

Feedback NPS Document Customer Centricity 92

Retently

AUGUST 29, 2018

There’s only one problem: the Net Promoter Score ® and feedback you received wasn’t as good as you expected. One of the biggest strengths of NPS® is that it’s an objective, quantifiable measure of how your customers view your product or service. Luckily, turning around a negative NPS isn’t as challenging as it might seem.

Net Promoter Score 152

Net Promoter Score Customer Service NPS Fashion 152

Retently

AUGUST 22, 2018

But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry. Why do Airlines Have Low Customer Satisfaction Ratings.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

BirdEye

JULY 24, 2023

Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. Further, Barclay estimates that optimizing for the feedback economy could yield a $3.2 All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities.

2023 98

2023 Feedback Social Media Net Promoter Score 98

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. Typeform Easy API integration Video feedbacks Follow-up questions using conditional logic Basic $29 per month Plus $59 per month Business $99 per month 4.5 And not just that.

2025 52

2025 Multi-Channel 2024 NPS 52

Retently

MAY 2, 2023

While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. When it comes to gathering customer feedback , the options are endless: comments, social media, emails, and chats with support teams. What is NPS, CSAT, and CES?

Customer Journey 133

Customer Journey NPS Demo Customer Satisfaction 133

Experience Investigators by 360Connext

OCTOBER 13, 2020

Gathering customer feedback and objectively reviewing cold, hard facts in the form of metrics can be a job in itself. What does it mean when your NPS drops during a six-month period? When customer journey maps are treated as artifacts instead of tools, they become a historical document. Watching numbers can be addictive.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. The results focus on five core KPIs: truck rolls, FCR, NPS, AHT and product returns. NPS enhanced by 45%. KPI #3: Net Promoter Score (NPS). Truck rolls reduced by 19%.

Technology 117

Technology Customer Service Contact Center NPS 117

Thematic

FEBRUARY 10, 2025

To do this, most business owners make the mistake of diving headfirst into an ocean of unstructured text data—customer feedback, survey responses, social media mentions, e-mail correspondences, etc. Because text analytics helps you dive deep into customer feedback, you get to uncover common frustrations and desires.

Insights 62

Insights Net Promoter Score Social Media Telecommunications 62

Thematic

JANUARY 16, 2025

Is your business swimming in feedback from customers? But here's the thing: hidden in that feedback are valuable insights into what your customers love, what frustrates them, and where you can improve. This powerful tool transforms unstructured feedback into clear, actionable insights. Frustrating, right?

Net Promoter Score 62

Net Promoter Score Social Media Feedback Insights 62

Retently

AUGUST 26, 2019

In order to genuinely understand customers and increase retention, businesses need to focus a big part of their resources and manpower on customer feedback. The way someone approaches feedback can make or break their business. How Important Is Customer Feedback? What Is the Customer Feedback Loop? Customer Feedback Loop.

Feedback 71

Feedback Social Media Net Promoter Score NPS 71

InMoment XI

SEPTEMBER 25, 2024

Sentiment Analysis : Businesses use NLP to analyze customer feedback, reviews, and social media conversations to determine customer sentiment toward their products, services, or brands. Contract Analysis : NLP can analyze contracts and legal documents. The Net Promoter Score (NPS) is an essential measurement for the company.

Insights 195

Insights Social Media Net Promoter Score Events 195

SurveyGizmo

NOVEMBER 16, 2021

Integrating Feedback into Slack for Immediate Notifications. The project is titled, NPS® Alchemer Customer Experience”. The NPS question is set to be required, as well as including left and right labels to identify the scaling for the question. For more information on the Slack Integration, check out our help documentation here.

Net Promoter Score 98

Net Promoter Score NPS Feedback Document 98