QuestionPro Audience

JULY 21, 2022

Implementing an insight community has recently become the most widely used research method. A recent study indicated that 74% of organizations employ some Insight Community to gather actionable insights from their target audience. One of them is the Online Insights Communities. What is an insight community?

Insights 78

Insights Advertising Interaction Consumers 78

GetFeedback

DECEMBER 26, 2018

Research shows that 45% of brand perception can be attributed to what a company says and how it says it. Your customers matter, and so do their opinions. That’s why it’s important to introduce additional measurement tools that reduce bias. If you really want to know what people think of you, start by listening up.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Gain Expert Insights on Conversational Automation.

Insights 52

Insights E Commerce Average Handle Time Return on Investment 52

Feedbackly

SEPTEMBER 22, 2023

They can help you understand how well you cater to customer expectations and what to focus on to do better. Define Clear Objectives Start by identifying what you intend to measure in line with your business goals. Then, metrics like conversion rate, cart abandonment rate, and customer lifetime value (CLV) matter.

Net Promoter Score 98

Net Promoter Score NPS Measurement Metrics 98

ChurnZero

MARCH 31, 2022

Following the webinar, we invited Dave to give his rapid-fire takes on tracking the retention of auto-renew customers, calculating customer lifetime value as a startup, comping CSMs on expansion, determining the importance of measuring time to value, and much more. They measure different things. See this thread on the topic.

Metrics 98

Metrics Customer Success Insights Net Promoter Score 98

ChurnZero

DECEMBER 29, 2020

Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Top 10 Blog Posts from 2020. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. 2020 was a real mixed bag of emotions. And Other Noteworthy News.

2020 98

2020 Blog 2021 Chief Customer Officer 98

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Understanding CSAT and its importance Before we delve into how to improve CSAT score, it’s crucial to understand what CSAT is and why it matters.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

SurveySensum

JANUARY 30, 2024

That got me thinking – what interview questions really help identify a great CX professional? This blog will not only provide CX interview questions that delve into the candidate’s understanding of CX but also help you select the ideal candidate for your company. Let’s get started!

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Demo 52

Retently

JULY 28, 2023

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – to both make sure everything is going as it should and that the majority of the C-level can focus on other matters. What Is a CXO? What Does a CXO Do?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Lumoa

JANUARY 8, 2024

They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. It’s full of insights, but only if we can effectively gather, structure, and analyze it. What’s the intensity of these sentiments?

Social Media 157

Social Media Feedback User Experience Insights 157

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Measurement 166

Measurement Customer Experience Net Promoter Score Customer Satisfaction 166

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. After all, if you know what your audience wants before they do – you’ll be miles ahead!

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

BirdEye

AUGUST 29, 2023

This blog post aims to simplify making customers happy and equip businesses with proven ways to improve customer satisfaction. See Pricing FREE DEMO Table of contents What is customer satisfaction? The 3 C’s of customer satisfaction 14 Ways to improve customer experience How do you measure customer satisfaction?

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Customer Alignment

FEBRUARY 16, 2018

One of the most tried and tested means employed by organisations to measure employee engagement is an employee survey. The idea being that these surveys will produce data findings that can be interpreted into insight that in turn will lead to improvement actions. Survey usage ranges from a low of 66% of companies to a whopping 92%.

Insights 80

Insights Customer Experience Feedback Fashion 80

Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.

Customer Success 101

Customer Success Customer Relationships Communication Customer Retention 101

One Millimeter Mindset

AUGUST 23, 2018

You know what I am talking about. Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Do you know which factors these scorecards measure? Close deals. End of story.

Customer Retention 133

Customer Retention Workshop Measurement Sales 133

BirdEye

MARCH 17, 2023

The insights gained from social listening can be invaluable when it comes to making strategic business decisions. In this blog post, we’ll discuss why social listening matters and provide tips on making the most of your social listening efforts. Table of contents What is social listening?

Social Media 98

Social Media Feedback Insights Brands 98

Brandwatch CX

NOVEMBER 8, 2023

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 98

Social Media Metrics Demo Measurement 98

BirdEye

MARCH 5, 2024

In the whirlwind of tweets, likes, shares, and comments, a goldmine of insights is waiting for savvy businesses to listen. This practice, done by social media monitoring tools, enables brands to keep a pulse on their online reputation and insights into consumer behavior and emerging trends.

Social Media 58

Social Media Multi-Channel Insights Brands 58

SurveySensum

JANUARY 17, 2024

That means companies need to catch up on what two-thirds of customers think. And timing matters, too. And to help you level up your customer feedback game, this blog will discuss the 11 customer satisfaction survey design strategies! Using this insight, they made twelve different ads targeting specific buyer groups.

Customer Satisfaction 52

Customer Satisfaction Feedback Demo Customers 52

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. What Is Customer Loyalty? How Do You Measure Customer Loyalty?

Loyalty 110

Loyalty Net Promoter Score Measurement NPS 110

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. And if you want to become a real change-maker in your organization, you need to learn how to extract insights from customer feedback. An organization that can act on feedback.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Customer Bliss

AUGUST 28, 2020

So not just what we’re doing, but how we’re doing it. So we spent a large part of that time really trying to figure out what could be a simpler way of working. Here’s what we need to accomplish together. We looked really deep in and said, What do our customers need right now? Or can I sell it to them?

Roadmap 323

Roadmap Customer Journey Mapping Leadership Measurement 323

Brandwatch CX

JUNE 15, 2022

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 144

Social Media Metrics Demo Measurement 144

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. Blogs for Product Managers. Here’s What We Learned. Want to get right to the good stuff?

Books 80

Books Blog Management Leadership 80

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more.

Customer Journey 70

Customer Journey Insights NPS Banking 70

Eptica

APRIL 15, 2020

For me this is the start point of adapting the experience you offer - after all, if you don’t understand what your customers want, how can you improve the service you provide? Traditional quantitative customer satisfaction measurements such as NPS and CSAT have always been only able to provide part of the insight picture.

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

ShepHyken

MARCH 23, 2018

What professional skill is highly overlooked, underrated, often treated as an afterthought, yet is as vital as fuel for any vehicle on a company’s road to success? What remains constant is the need for companies to articulate the path of their organizations and their employees’ roles in them.

Communication 82

Communication Blog Leadership Airlines 82

Thematic

JANUARY 17, 2019

Confused about what to do next? If you’ve ever stared at an Excel sheet filled with thousands of rows of survey data and not known what to do, you’re not alone. What is survey analysis? How do you find meaningful answers and insights in survey responses? What’s different about this month/this year?

Insights 98

Insights Presentation Net Promoter Score Feedback 98

Lumoa

APRIL 21, 2022

It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. What will your answer be? That’s all very nice and as CEO that’s what you’ll be expected to say, and what you’ll want your people to hear. You have data.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

SurveySparrow

DECEMBER 24, 2023

In this blog, we will look into all you need to know about a CX survey, including its importance, types, and best practices to follow. What is a Customer Experience Survey? To glean insights into customers’ perceptions, expectations, and satisfaction levels regarding the products or services offered. But how do we do it?

Customer Experience 52

Customer Experience Net Promoter Score Effort Score NPS 52

Thematic

NOVEMBER 29, 2018

Do you gather vast amounts of customer feedback but don’t quite know how to get actionable, meaningful insights from it? You know the ones, insights that would help to influence your customer experience and overall business strategy. What are actionable insights? Not all insights are actionable though.

Insights 70

Insights Feedback NPS Social Media 70

delighted

DECEMBER 14, 2021

In fact, there’s a pattern to those behaviors that can be mapped – and measured – to improve their experience with your brand. It’s called the customer lifecycle, and knowing what your customer lifecycle looks like is an important step in attracting new customers and retaining the ones you have. What is the customer lifecycle?

Net Promoter Score 99

Net Promoter Score Social Media NPS Feedback 99

ClientSuccess

DECEMBER 27, 2022

Utilize analytics and metrics to measure customer success and identify areas for improvement. Define the handoffs: Identify who does what and when between departments. Measure and optimize: The customer journey is always evolving, so make sure you are regularly measuring results and optimizing the map.

Customer Success 52

Customer Success Customer Journey Customer Confidence Travel 52

BirdEye

DECEMBER 8, 2023

In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge. In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. Table of contents What is corporate reputation?

Management 115

Management Social Media Brands Consulting 115

SurveySensum

AUGUST 8, 2023

And to deliver top-notch service you need to know what they like, dislike, and expect from your business. So, let’s explore how you can leverage customer insights to improve B2B Customer Service. What is B2B customer service? Active Listening: Pay attention not only to what they say but how they say it.

B2B 52

B2B Feedback Customer Service Touchpoint 52

Lumoa

APRIL 7, 2022

A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. We wrote a step-by-step guide that explains what NPS is and exactly how you can work your NPS out. We wrote a step-by-step guide that explains what NPS is and exactly how you can work your NPS out.

NPS 83

NPS Net Promoter Score Banking CEM 83