InMoment XI

NOVEMBER 30, 2023

Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction. These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. These tools are essential for understanding how your customers are talking about your brand.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

SEPTEMBER 3, 2024

With conversational analytics, organizations can improve customer experiences by seamlessly combining contact center conversations, emails, chats, and calls, with other customer feedback channels like surveys, reviews, and social media, thereby gaining a holistic view of the customer journey. What are the Benefits of Conversational Analytics?

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

Experience Investigators by 360Connext

JUNE 22, 2021

But meanwhile, we have at-risk customers who are ready and willing to defect to competitors when the right opportunity presents itself. Or maybe they have been trying to share feedback , but don’t feel heard. Seek feedback when a customer leaves. Use that information to inform your roadmap for improvements.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. To ensure smooth collaboration between Sales and CX, the customer journey map can include feedback loops where Sales reports customer interactions and pain points directly to CX.

2020 337

2020 Customer Journey Mapping Culture Innovation 337

Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Because the minute there’s a dip in revenue or forecast, then it becomes easy to think these efforts to collect customer feedback measurements aren’t really moving any of the busines goals forward.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Presentation Sales Return on Investment 81

Experience Investigators by 360Connext

DECEMBER 1, 2020

My client had just returned from a presentation to her executive committee. Product roadmaps. Customer feedback dashboards. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers. Are Customer Journey Maps Really Necessary?

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Roadmap Touchpoint 190

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

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Do they mention customers, the customer experience mission, customer feedback, and goals around customer experience? Incorporate customer feedback data and quotes into project plans and product roadmaps. Customer-first cultures require an eye toward the future and persistent attention on the present. Consistency.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

GetFeedback

JANUARY 29, 2019

Customer feedback is like motor oil. But collecting feedback at arbitrary intervals without planned action isn’t going to get you very far. At GetFeedback, we believe every interaction is a chance to collect customer feedback. Sales : use survey feedback to enhance the purchase experience and bolster salesperson skills.

Net Promoter Score 150

Net Promoter Score Roadmap Feedback Travel 150

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 103

Feedback NPS Roadmap Customers 103

Experience Investigators by 360Connext

JULY 17, 2024

My client had just returned from a presentation to her executive committee. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers. Product roadmaps are often based on what priorities have been identified as most important to customers.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

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

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience. Eager to know how?

Roadmap 52

Roadmap Net Promoter Score Customer Experience Customer Journey Mapping 52

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 94

Feedback Social Media Net Promoter Score NPS 94

InMoment XI

FEBRUARY 1, 2024

It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact.

Social Media 195

Social Media Insights Metrics Loyalty 195

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? 3-Phase Customer Success Product Roadmap Strategy.

Roadmap 59

Roadmap Customer Success Customer Centricity Presentation 59

Retently

SEPTEMBER 3, 2024

Through our CX surveys and advanced feedback analytics, we enable businesses to truly understand their customers and turn that understanding into action. Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs.

B2B 158

B2B NPS Demo Feedback 158

InMoment XI

OCTOBER 3, 2024

Seek Customer Feedback In order to improve customer retention, you will need to solicit and respond to customer feedback. To increase customer retention, make sure you have dedicated resources to responding to customers and identifying actionable insights from customer feedback.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

Thematic

APRIL 13, 2023

Thousands of our users seek help every month, providing feedback, both publicly and privately. I’ve always seen feedback as gift, and personally, I’m a frequent feedback giver. Feedback is a two-way relationship When customers share feedback, they expect something in return.

Feedback 71

Feedback Roadmap Culture Insights 71

CX Accelerator

JUNE 8, 2020

As he points out, “The customer isn’t actually using their voice to provide feedback.” Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

Thematic

JANUARY 21, 2020

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . What should the roadmap look like for developing an automated DIY customer feedback solution? Why you might want to have a feedback analysis solution. There are benefits to building vs. buying. Data storage.

Feedback 105

Feedback Roadmap Metrics Customer Service Representative 105

Customer Bliss

MAY 5, 2016

And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. The example I give in the book — which I’ve sat through in dozens of conference rooms — is a presentation where data was presented on why we were not keeping new customers.

Customer Experience 183

Customer Experience Chief Customer Officer Books Roadmap 183

Retently

JULY 3, 2024

When the goal is to extract genuine feedback without compromising privacy, the challenge lies in finding the appropriate anonymous feedback tool. Key Takeaways Anonymous feedback tools ensure open, safe, and honest communication, increasing the likelihood of receiving genuine insights from employees and customers alike.

Feedback 78

Feedback Multi-Channel E-support Insights 78

Experience Investigators by 360Connext

AUGUST 22, 2023

Embrace Your Customer Feedback If you aren’t listening to customers, how do you know what they really want? Create a strategy to gather ratings, scores, and regular feedback from customers. What will you do with this feedback? Focus on just a few feedback channels at first to get comfortable with the process.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

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 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

PeopleMetrics

FEBRUARY 26, 2018

Assuming the results are positive, the company then proudly presents their board with the survey results compared to industry benchmarks and proceeds with the board meeting. Many SaaS companies are hesitant to ask the NPS question of their hundreds of end-users, so instead they end up only taking feedback from a few key stakeholders - a.k.a.

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

Customer Bliss

AUGUST 3, 2018

Rob breaks down a formula for building a roadmap to help your organization build customer loyalty: Roadmap to Loyalty Leadership: Establish the baseline of the economic value of improving relative to the competition. I wish that I’d had my CFO lead the analysis instead of trying to present it to them.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

AUGUST 23, 2018

He had to think about how his team was currently serving him and what would be beneficial moving forward: Look at your roadmap and see who’s needed to execute what. By looking at the customer roadmap, Anand was able to better determine who could help him deliver on the work that needed to be done. Recruit deliberately.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

Retently

AUGUST 23, 2023

As a result, B2B clients often feel a responsibility to provide feedback since it means optimizing their partnership and business operations. Closing the feedback loop is easier Another benefit of using Net Promoter Score for your B2B company is that you’re far more able to act quickly and decisively on customer feedback.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Hotels 2010 Customer Journey 204

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! Identify pain points Feedback analytics software analyzes the feedback users share to identify, understand and quantify pain points.

Feedback 71

Feedback Management Net Promoter Score Roadmap 71

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Taking the importance of collecting customer feedback out of the way, where do we start? This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities.

Retail 139

Retail NPS Touchpoint Feedback 139

Thematic

JUNE 9, 2022

Is your company getting the insights they need from customer feedback? Building a story from customer feedback is a critical skill you need to learn, especially if you're responsible for delivering insights across your company - on a regular basis, ad-hoc, or for specific projects. Your data is good. You've done your analysis.

Feedback 62

Feedback Roadmap Insights Metrics 62

Retently

JULY 2, 2018

You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front. As a result, you will be able to reach your customers from a different angle and elicit revealing feedback. NPS question structure. Ask customers to rate your company.

NPS 129

NPS Net Promoter Score Feedback Customer Satisfaction 129

Retently

MARCH 18, 2024

Harness feedback, discover the key customer service survey questions that can transform your support strategy, and make every customer interaction count. Well-crafted survey questions are key for relevant and actionable feedback. Whether through a simple “How satisfied were you with our service?”

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

Gainsight

SEPTEMBER 20, 2019

The list is compiled from customer feedback received from sales, success, and support teams, as well as opportunities and improvements identified from our internal research and analyses. As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), Then we present it to our hugging and marketing teams.

Roadmap 58

Roadmap Webinar Document Definition 58