Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

InMoment XI

AUGUST 15, 2023

More and more companies are realizing that the customer experience is more important than ever before. As a matter of fact, customer-centric companies are 60% more profitable than companies that don’t focus on customers. What Are Predictive Analytics Tools?

Customer Experience 260

Customer Experience Retail ROI Insights 260

InMoment XI

NOVEMBER 9, 2021

Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees. Achieving this is no small task, and often requires customer experience transformation.

Roadmap 493

Roadmap Customer Experience Customer Retention Download 493

InMoment XI

NOVEMBER 9, 2021

Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees. Achieving this is no small task, and often requires customer experience transformation.

Roadmap 346

Roadmap Customer Experience Customer Retention Download 346

InMoment XI

NOVEMBER 30, 2023

Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management.

Brands 378

Brands Management Multi-Channel Social Media 378

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. Who Needs to Approve?

Document 358

Document Net Promoter Score Government Leadership 358

Experience Investigators by 360Connext

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! Typically, this means collecting customer feedback. But this happens.

Social Media 361

Social Media Customer Journey Feedback Contact Center 361

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. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. However, many customers today often feel less than satisfied with this “open-loop system.” The answer to keeping your customers happy is simple: close the loop. We’ll explore: What is closed loop feedback?

Feedback 71

Feedback Net Promoter Score Customer Journey Customer Satisfaction 71

Feedbackly

AUGUST 3, 2023

But, a good feedback management process can make a positive difference in a brand. The customer feedback loop is a strategy for improving customer experience using user reviews. Here are the 4 main steps in a customer feedback loop and how Feedbackly can help make the whole process streamlined and hassle-free.

Feedback 98

Feedback Customers Touchpoint NPS 98

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

SurveySensum

MARCH 20, 2024

Did you know that 72% of customers will share a positive experience with 6 or more people? If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. Now, understand the importance of creating a positive customer experience for your customers. And how to facilitate this?

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors.

ROI 256

ROI Financial CEM Metrics 256

Horizon CX

JANUARY 2, 2024

Closing the Loop: Valuing Customer Feedback Beyond Surveys Introduction In the dynamic realm of customer experience management, one often overlooked aspect is the importance of closing the loop with customers after they have provided their valuable feedback, especially within the context of surveys.

Metrics 52

Metrics Communication 2024 Feedback 52

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. Sound familiar?

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors.

ROI 225

ROI Financial CEM Metrics 225

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.”

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

PeopleMetrics

FEBRUARY 18, 2021

How To Close the Loop on Customer Feedback: Best Practices for 2021. Can customer feedback improve performance? But that all depends on how effectively you're closing the loop with your customers. Discover our award-winning Customer Experience (CX) blog: [link]. Absolutely!

Feedback 62

Feedback Customer Centricity 2021 Loyalty 62

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Social Media 62

Social Media Feedback NPS Insights 62

Experience Investigators by 360Connext

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? What feedback to gather.

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

SurveyGizmo

FEBRUARY 14, 2023

First-to-market features drive deeper engagements to increase customer adoption, retention, growth, and advocacy. February 14, 2023 – Alchemer – a global leader in experience management and enterprise feedback technology – today announced the launch of Alchemer Workflow. LOUISVILLE, Colo.

Feedback 52

Feedback 2023 Customer Retention Connections 52

Feedbackly

MARCH 14, 2024

As one of the top CX trends for this year, there’s no doubt that Artificial Intelligence (AI) will be a game-changer in helping both brands and customers benefit from improved efficiency. Let’s take a look at how AI can be used to enhance CX and build better connections with customers! It’s a great way to win customers!

Engagement 52

Engagement Customer Experience Webinar Feedback 52

Experience Investigators by 360Connext

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. They were defined as: Satisfaction. Commitment.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we mistake any “experience proxies” for actual skills? Is the loop-back process efficient and effective?

Call Center 98

Call Center Contact Center Culture Engagement 98

SurveySensum

JULY 25, 2019

Do you know every bad experience is the lost revenue for your business of that specific customer? It’s 2019, CX is trending and becoming more important now than ever. In this new era, the experience is the differentiator, not the brand. So, it all depends on how your brand handles the negative feedback of customers.

Feedback 74

Feedback Net Promoter Score CEM NPS 74

SurveySensum

NOVEMBER 22, 2021

Closed-loop Feedback: A Comprehensive Guide. What does closed-loop feedback or closing the loop really mean? Why should you close the feedback loop? How to Close the Loop? Types of Closed-Loop Feedback. Inner Customer Feedback Loop.

Feedback 52

Feedback B2C B2B Touchpoint 52

SurveyGizmo

JANUARY 4, 2023

Today we announce Alchemer’s acquisition of Apptentive to customers and employees. People call it customer experience (CX), employee experience (EX), voice of the customer (VoC), feedback management (EFM), survey software (SS), or experience management (XM).

Feedback 52

Feedback Employee Experience Engagement Innovation 52

SurveySensum

DECEMBER 22, 2023

Recently, I contacted the customer support of an electronics brand to address an AC installation issue. Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores. So, how to stop this?

NPS 52

NPS Customer Centricity Feedback Demo 52

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

Hello Customer

MAY 15, 2023

When it comes to customer experience, no one is going to step in your shoes and do the work for you. Many experts have been sharing their vision on how to improve CX, but the most important people you should be listening to are your customers. By implementing a feedback loop! First of all, what is a feedback loop

Feedback 52

Feedback Net Promoter Score Touchpoint Innovation 52

TechSee

SEPTEMBER 21, 2023

However, today’s early Generative AI solutions lack context, and deliver a poor user experience. These are the keys to unlocking mainstream adoption of Generative AI for service and CX. Rarely were either left with a very positive experience. Generative AI will be transformative for every enterprise.

Contact Center 109

Contact Center Document Virtual Agent Interaction 109

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. This means you don’t have enough actionable data to improve your Customer Experience (CX).

B2B 83

B2B Net Promoter Score Social Media NPS 83

Customer Guru

FEBRUARY 13, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

delighted

OCTOBER 10, 2022

The customer will be waiting for acknowledgment or an update from your company, so creating an efficient, organized, and candid closed-loop feedback system to tie up loose ends with your customers is vital. Ultimately, customers need to feel heard and understood. What is closed-loop feedback?

Feedback 52

Feedback Net Promoter Score Measurement Brands 52

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

2024 52

2024 Feedback Culture Demo 52

SurveyGizmo

FEBRUARY 14, 2023

By David Roberts, CEO, Alchemer Today, Alchemer releases a product that changes the CX industry – Alchemer Workflow. For a few years, we have been committed to helping our customers drive action from feedback, and this new product brings us closer to the manifestation of that promise. We have achieved that goal with this product.

Feedback 52

Feedback Events Engagement Innovation 52