InMoment XI

DECEMBER 3, 2024

For example, using surveys to collect feedback and sentiment analysis to understand emotional tone. It’s a static approach that doesn’t consider targeted outreach or customer feedback analysis. Organizations can progress from this stage by first achieving leadership buy-in. An initial CX strategy takes shape during this stage.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. Let’s get some leadership attention for what we really need. WHY are we collecting feedback ? It’s to make real changes.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Customer Bliss

JANUARY 28, 2021

Here are the five leadership actions to build trust across teams. Be bold when challenging ideas, and be bold with your generosity. -- @DHicks, Former VP Global Ops @Twitter #leadership Click To Tweet. Encourage your team by actively listening, engaging with their ideas and feedback, and rewarding based on merit.

Leadership 254

Leadership 2020 User Experience Feedback 254

ShepHyken

DECEMBER 9, 2024

How can negative feedback act as a valuable tool in preventing customer churn? Why should companies prioritize genuine feedback over high survey scores? Top Takeaways Customer feedback is a gift. Top Takeaways Customer feedback is a gift. Customers are less willing to give feedback than they were a few years ago.

Feedback 71

Feedback 2025 Airlines Hospitality 71

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Customer Experience 422

Customer Experience Customer Centricity Net Promoter Score Government 422

ShepHyken

DECEMBER 31, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can business use customer feedback to improve the customer experience? How can consumer feedback improve a company’s products or services? How do you leverage customer reviews?

Feedback 87

Feedback Customer Service Customer Service Representative Customers 87

Experience Investigators by 360Connext

MARCH 28, 2018

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback is BIG feedback! Difficult feedback is hard to take. Your employees hate their jobs.

Feedback 259

Feedback Social Media Communication Customer Centricity 259

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Encouraging leaders to establish and communicate this definition creates a foundation for a company-wide culture that actively listens and adapts to customer feedback. Source: Forbes.

Leadership 62

Leadership Culture Customer Centricity Rewards Programs 62

InMoment XI

MAY 4, 2022

Leadership and Loyalty. Effective leadership. By no surprise, employees who trust and respect the leadership of an organization often feel more empowered and motivated to do their best, which reduces employee turnover and its costs. Solicit Employee Feedback. Give Employees the Time They Need. Through open communication.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Voice of Customer analysis starts by categorizing the customer feedback data. What Is Voice of Customer Analysis?

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

GetFeedback

APRIL 3, 2019

How does feedback play a role at YETI? Feedback is very important and luckily we have GetFeedback! Feedback is our lightning rod to address issues and it’s also our north star to be able to prioritize our projects, processes, and improvements. Now with GetFeedback, we have concrete information that we can speak to.

Feedback 220

Feedback Omnichannel 2006 Interaction 220

eglobalis

AUGUST 13, 2024

Here, we provide an overview of their corporate structures, leadership, and financial performance. Under his leadership, Samsung continues to innovate and expand its global footprint. The company’s ability to quickly implement feedback and improve its products is a testament to its robust research and development infrastructure.

E-support 481

E-support Innovation Customer Centricity Loyalty 481

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns.

2020 405

2020 Customer Journey Mapping Culture Innovation 405

PeopleMetrics

FEBRUARY 6, 2025

If theres one truth about VoC that hasnt changed, its this: without leadership buy-in, your program is dead on arrival. AI is making VoC programs smarter, faster, and more insightful, but no algorithm, machine learning model, or predictive analytics tool will ever replace the need for leadership to act on what customers are saying.

Leadership 62

Leadership 2017 2025 Competitive Advantage 62

InMoment XI

SEPTEMBER 21, 2021

Only when a business listens to human feedback can it respond with a more human customer experience. This means tapping into the voice of the customer by allowing customers to express feedback in their own words. How to Humanize and Improve Customer Experiences. Consider platforms like Instagram, Yelp, and YouTube.

Customer Relationships 433

Customer Relationships Net Promoter Score Customer Experience Effort Score 433

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Internal business insightssuch as employee feedback, operational inefficiencies, and market trendsare equally crucial. Why These Three Pillars Matter Now More Than Ever The numbers tell a compelling story. .

Innovation 62

Innovation Leadership Insights 2025 62

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. Supercharge Post-Service Customer Interactions 85% of your data is unstructured.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

JUNE 7, 2022

Benefit #2: Structure Massive Amounts of Natural Language Feedback. Benefit #2: Structure Massive Amounts of Natural Language Feedback. Gensler architects have leveraged the InMoment platform to structure and analyze massive amounts of natural language feedback. 3 Benefits of Leveraging a Customized Social Listening Solution.

Insights 369

Insights Social Media Return on Investment Travel 369

eglobalis

SEPTEMBER 28, 2024

In my specific case, the leadership team appeared disconnected from modern practices of customer experience, service, and loyalty management, showing a lack of understanding that how customers are treated is how they will respond in return. Teach them to keep their word, something that failed in this case after 6 months.

Automotive 433

Automotive Loyalty Return on Investment Transportation 433

eglobalis

SEPTEMBER 19, 2024

Actionable Items: Implement Anonymous Feedback Channels: Provide platforms where employees can safely share innovative ideas or express concerns. Transparent Leadership to Build Trust Transparent leadership is essential for building trust during transformation efforts.

Customer Experience 263

Customer Experience Leadership Innovation Workshop 263

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Leadership Commitment Set clear expectations for customer-focused behavior at the leadership level. Continuous Improvement Foster a culture of continuous improvement, where customer feedback is used to identify areas for improvement.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

InMoment XI

NOVEMBER 30, 2023

Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction. Ignoring Customer Feedback One of the most common mistakes is neglecting customer feedback, both positive and negative. Reacting Emotionally to Criticism Criticism, whether justified or not, is inevitable.

Brands 284

Brands Management Multi-Channel Social Media 284

C3Centricity

NOVEMBER 26, 2024

This approach requires an all-in commitment, from leadership buy-in to cross-functional collaboration. Monzo doesn’t just listen to customer feedback; it actively engages users in co-creating the bank’s services. Monzo’s commitment to customer-led innovation sets it apart in a competitive landscape.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Some do this as two teams – the CX team provides recommendations to the CX Executive Leadership team, who ultimately assigns resources and provides guidance. A Customer Experience Charter can answer that question.

Document 358

Document Net Promoter Score Government Leadership 358

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Web sites are designed, invoices are sent, and even customer feedback surveys are requested, but everything is so wonderfully automatic! Hearing positive feedback about our behavior is a pretty critical part of being a human being. We thrive on praise and positive feedback helps reinforce the behaviors we want to see.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

JUNE 11, 2015

When leadership provides updates to the team, they share knowing glances and an attitude of “oh this again.” Ask for feedback. Keep asking and share both the raw feedback AND what’s being done about it. They protect bad leadership. ” They know nothing will change and refuse to be inspired.

Culture 279

Culture Leadership Social Media Consulting 279

InMoment XI

APRIL 26, 2022

For many years now, the big idea behind CX and EX programs has been to simply gather as much feedback as possible from as many people as possible. You must ensure that you give all audiences you want to hear from the opportunity to provide feedback.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. But there are key questions to ask regarding: How to gather customer feedback.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. How AI is Beginning to Transform VoC AI is starting to reshape how VoC platforms collect, process, and analyze feedback. Heres a few trends that are happening now: 1.

Feedback 71

Feedback E Commerce 2025 Customer Centricity 71

Retently

MARCH 11, 2025

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. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

Management 115

Management Customer Experience Roadmap NPS 115

GetFeedback

MAY 9, 2019

F or CXM to be successful, you need two components: real-time feedback (across the entire customer journey) and data analytics to close the gap between what customers expect and their perception of the experience that is currently being delivered. From this feedback, you can identify trends and opportunities to improve customer experience.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

eglobalis

SEPTEMBER 16, 2024

At a local level , agile teams should focus on region-specific customer challenges, iterating solutions quickly based on feedback. Foster Proactive Support and Feedback Loops B2B customers need proactive support to ensure their complex needs are met. Advice for Execution: Foster collaboration across departments to break down silos.

B2B 329

B2B Customer Experience Customer Centricity Omnichannel 329

Alida

OCTOBER 13, 2016

In a breakout session, Amy Moore, strategic insights data manager at Kelley Blue Book, and Steve McSpiritt, market research specialist at Barnes & Noble College, revealed the steps they took to start generating revenue from customer feedback. Build thought leadership and brand awareness. Here are some highlights from the session.

Marketing 235

Marketing Feedback E Commerce Advertising 235

InMoment XI

AUGUST 19, 2024

Measuring the success of CX initiatives and sharing insights with your team and leadership is vital to continually improving and achieving these results. How to Prove CX ROI to Leadership? Leadership is more likely to support initiatives that show sustained, quantifiable returns. How to Measure the ROI of CX?

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX Success Strategy Statement extends your organizational and leadership goals to define specific outcomes for your CX program. Measurement should include both customer feedback data AND operational data. Surveys, interviews, and feedback forms all provide insights and improve your understanding of the CX metrics youre following.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer Experience Strategy Success Statement , which identifies the specific customer experience outcomes that will matter most to your organization and how those tie to the broader company and leadership team goals. Connect financial outcomes directly with feedback and actions whenever possible.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143