Thematic

JULY 21, 2023

This interview was first published at Upsilonit.com Anton Oparienko (COO, Upsilon): Today, I'm pleased to have Alyona Medelyan with me, the co-founder and CEO at Thematic , an innovative feedback analytics solution. Alyona: There were several companies that shared with me that they needed help analyzing NPS feedback.

Feedback 62

Feedback Net Promoter Score Consulting NPS 62

Guavus

FEBRUARY 17, 2022

Because when you achieve that goal of combining innovation with a rich user experience, things that used to be perceived complicated or unreachable become fluid and easy to process. Nothing will tank an operator’s NPS (Net Promoter Score) more quickly than poor call quality. Don’t rely solely on customer surveys and feedback.

NPS 98

NPS Net Promoter Score Customer Centricity Social Media 98

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Imagine a world where every piece of customer data, every interaction, and every feedback converges, creating a tapestry of insights. Why Are Contact Center Analytics Essential?

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

SurveySensum

JANUARY 5, 2023

A Product Feedback Tool is an answer. . A feedback platform that helps you analyze your product from the customers’ eyes and lands in the successful 5% category, saving you months of effort and brainstorming. What is a Product Feedback Tool? . Why do you need product feedback tools? . Upgrades your product roadmap.

2023 52

2023 Feedback NPS Demo 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 146

Customer Journey NPS Demo Customer Satisfaction 146

AskNicely

JANUARY 29, 2018

What do crime fighting, SaaS technology, real-time customer feedback and New Zealand all have in common? Combine the massive impact on profitability and the lack of modern technology, and you have a perfect opportunity for a new, relevant and innovative company to completely transform legacy technology to make the world a better place.

NPS 60

NPS Net Promoter Score Roadmap Retail 60

Thematic

APRIL 17, 2019

Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. It means everything from innovation and foundational research to evaluative research. It means NPS and it means looking at our back end data. The NPS scores and open-ended text might show how or why certain people consistently rank us low.

Roadmap 63

Roadmap Insights User Experience Definition 63

Thematic

APRIL 17, 2019

How to Use Insights To Drive Product Roadmap. It means everything from innovation and foundational research to evaluative research. It means NPS and it means looking at our back end data. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap?

Roadmap 54

Roadmap Customer Insights Insights Definition 54

Thematic

APRIL 3, 2024

By using their feedback to improve customer experience for all. Smoother customer experiences, better products, bigger cart sizes—it all starts with understanding your customers by using their feedback. Here are the crucial steps to transform customer feedback into tangible business improvements.

Social Media 62

Social Media Feedback NPS Insights 62

SurveySparrow

JULY 31, 2023

By systematically gathering, analyzing, and managing customer feedback , businesses gain invaluable insights that fuel growth and enhance customer experiences. Voice of the customer (VOC) is a methodology used by businesses to capture, analyze, and act upon customer feedback. What do you want to achieve by collecting customer feedback?

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

ERDM

NOVEMBER 13, 2017

What did you do with that feedback? Both are incredible opportunities to introduce new and innovative experiences to our customers. There isn’t a playbook that can tell you how to successfully innovate your customer journey. These become priorities in our CX roadmaps. Read on for what followed. Why is this so important?

Innovation 40

Innovation Roadmap Customer Centricity Social Media 40

Lithium

NOVEMBER 1, 2022

NEW Coaching Video: NPS/CSAT Enable users to privately share their feedback with your brand after a customer service interaction. Gain real-time one question feedback from your customers and save time and time from larger surveys. So, how did they do it? Was it the stars aligning? Some kind of holiday miracle?

2022 52

2022 Roadmap ROI Social Media 52

Gainsight

SEPTEMBER 28, 2022

It abandoned you (unless you abandoned it first) when “real life” took over, or in this case — real customers, real feature requests, real product feedback, real churn issues or real cash flow problems. The only thing more important is making sure you’re truly listening and responding to the feedback as you receive it.

2002 52

2002 Roadmap NPS Fashion 52

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Structured messages.

2019 52

2019 Engagement Social Media Roadmap 52

BirdEye

AUGUST 9, 2024

Reputation: Customers speak FAQs on choosing Birdeye over Reputation Birdeye: The clear choice for multi-location reputation and social media management Birdeye: Key features and benefits An AI-first reputation and social media management platform for location-based businesses, Birdeye has been known for innovation and excellence since 2012.

Social Media 59

Social Media Multi-Channel Management Omnichannel 59

Wootric

MARCH 15, 2020

Companies that are on the pulse of those changes by proactively listening are better poised to adapt, innovate, survive, and serve. We offered to work out a plan to enable her to continue to get customer feedback during this critical time. Close the loop with customers when they offer feedback. We all have.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

CustomerSuccessBox

APRIL 12, 2022

With plenty of priorities already lined up for business growth, most businesses miss out on defining a growth roadmap for individual clients. Discovering new and innovative ways to help your customers with better product usage will ensure retention in the longer run. Also, it is important to get their feedback and improve your service.

2022 52

2022 Customer Success Customer Journey Mapping Net Promoter Score 52

Gainsight

MAY 14, 2020

They’ve achieved a 40 point increase in NPS scores with smaller segment accounts (on par with an NPS similar to B2C organizations) and a 50% efficiency improvement using pooled resources allowing customers to engage with each other. NPS scores are one of the key indicators for customer health. That wraps up an amazing Day 2.

NPS 52

NPS Customer Success B2C Social Media 52

SurveySensum

FEBRUARY 27, 2024

But how do you improve it for your company – BY LISTENING TO THE VOICE OF YOUR EMPLOYEES (with the help of a robust employee feedback tool , of course!) They are more productive, contribute innovative ideas, and deliver higher-quality work. Gather feedback from employees on relevant policies, procedures, and initiatives.

Metrics 52

Metrics Culture Demo Healthcare 52

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Structured messages.

2019 40

2019 Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Structured messages.

2019 40

2019 Engagement Social Media Roadmap 40

InMoment XI

OCTOBER 10, 2023

While these emotions are abstract, metrics like the Customer Satisfaction Score (CSAT ) or Net Promoter Score (NPS) can quantify them, giving businesses a clearer picture of their customers’ sentiments. It provides businesses with immediate feedback on customer satisfaction levels. Furthermore, these metrics act as a compass.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Wootric

DECEMBER 9, 2020

Recently, we talked with Jorge Hurtado, Wootric customer and Head of Digital Innovation and Transformation at Banco Guayaquil, about how he and his CX team used the Voice of the Customer to transform their customer experience. You probably have more than one team collecting customer feedback as part of their workflow.

Banking 52

Banking Culture Feedback Customer Centricity 52

SurveySensum

SEPTEMBER 25, 2024

No wonder Amazon’s NPS stands at 73 and its score in the American Customer Satisfaction Index (ACSI) was 83 out of 100, showing a positive customer sentiment. Their innovative products and top-notch quality create an experience that just works. Power’s 2024 U.S. Department of Commerce.

Customer Centricity 52

Customer Centricity Customer Service 2024 Airlines 52

SurveySensum

AUGUST 22, 2023

They take this feedback to heart, make the necessary adjustments, and boom—user engagement shoots up by 30%. This isn’t just luck; it’s the outcome of a strategic approach to customer feedback. In the realm of SaaS, such success stories are born from leveraging customer feedback. Not only that. Stay ahead.

Feedback 52

Feedback Net Promoter Score B2B Roadmap 52

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

SmartKarrot

APRIL 7, 2022

Drives innovation, best practices, and process improvement. Collect product feedback and influence the product roadmap and go-to-market strategy. Manage and own key aspects of customer advocacy such as advisory boards and NPS. Liaise with the Product Owner team regarding customer feedback. Apply here: [link].

Customer Success 19

Customer Success Roadmap Document NPS 19

SmartKarrot

JULY 20, 2021

Engage and provide customer feedback and input to the product roadmap; act as a voice of customer regarding issues/opportunities and enhancements. Implement and administer tools to track NPS and CSAT scores, innovating and continuously improving based on feedback and results.

Customer Success 10

Customer Success E-support Roadmap Document 10

Wootric

FEBRUARY 11, 2019

And the only way to make them is to make sure that everyone understands the reasons behind the ‘why, what, how, when’ The main goal should be to extend these questions beyond the roadmap and feature ideas. Learn how to obtain the right feedback and understand customer desires and expectations.

Metrics 73

Metrics Reference Roadmap NPS 73

SmartKarrot

NOVEMBER 26, 2020

Manage cross-functional relationships with leaders in Product, Engineering, Operations, and Marketing to advocate for users and influence the long-term product roadmap. You will be responsible for the customer’s perception of their relationship with Intermedia as measured by the NPS score on relationship surveys and CSAT surveys.

Customer Success 10

Customer Success Roadmap Leadership Customers 10

delighted

OCTOBER 26, 2023

We founded Delighted 10 years ago with a simple mission – to create an effortless solution for collecting NPS feedback. Today, we’re very excited to announce that we’ve applied that same design philosophy to another aspect of feedback collection: the all-purpose survey.

Roadmap 64

Roadmap NPS Reference Feedback 64

SmartKarrot

FEBRUARY 24, 2021

Continually identify opportunities to improve the customer experience by providing a feedback loop to the Product team. Represent the voice of the customer to inform the sales process and product roadmap. Manage people managers and teams of individual contributors to achieve net retention, renewals, product usage and NPS targets.

Customer Success 10

Customer Success NPS Roadmap Customers 10

delighted

APRIL 5, 2019

Since your customers’ needs and wants are always evolving, the process of staying on track with the innovation needed to maintain relevance can be daunting. The sheer amount of data alone that comes in from surveys can cause delays in responding to customer feedback and hinder efficient growth. Taking action on customer feedback.

Feedback 44

Feedback Customer Experience NPS Net Promoter Score 44

SmartKarrot

DECEMBER 2, 2020

Deliver clear insights to the product org that turn into product improvement priorities; work with prod/eng to create optimal feedback loops (effectively influence cross-functionally). Create NPS scoring and exceed industry standards. You will partner with the marketing team to drive new innovative ways of engaging with customers.

Customer Success 10

Customer Success Roadmap Sales Customers 10

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. Hence cost to serve, NPS improvements, Digital First aims are all executed top down with the advisors expected to passively absorb the latest stuff from their ‘elders and betters’. Till then it’s another frozen relationship. So that’s it.

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

Chattermill

JUNE 3, 2019

The most innovative companies understand that success is closely correlated with creating an end-to-end customer experience that delights customers. Net Promoter Score (NPS). Net Promoter Score (NPS) measures the loyalty of customers to a company. For more information on NPS read our guide to Net Promoter Score here.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

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. What questions do you include to not only garner responses but also drive your business forward?

Feedback 122

Feedback Net Promoter Score Customer Satisfaction Loyalty 122