Eptica

JULY 15, 2020

In our latest guest post we’re sharing a key case study from Wo uld You Do That To Your Mother?, Categorie(s): Best Practice The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Share this page on: Tweet. Customer service: what you can learn from great business leaders.

Customer Experience 119

Customer Experience Guest Experience Hospitality Hotels 119

Lumoa

APRIL 1, 2020

When it comes to customer experience and your customer insight strategy , it’s no different. What are customer insights? Nowadays, you need to craft all of those insights into a strategy that allows all of the teams within your company to band together and serve the common good. Why Build a Customer Insight Strategy?

Customer Insights 83

Customer Insights Insights Customer Journey Mapping Net Promoter Score 83

Oracle

MARCH 12, 2019

AdAge reports on a Macy’s case study from the Shoptalk conference: “Macy’s is taking its learnings from customer behavior online and using that to inform new fixtures and applications in brick-and-mortar. The post Shoptalk 2019: 4 Key Retail CX Insights appeared first on SmarterCX.

2019 86

2019 Retail Insights Events 86

Thematic

AUGUST 21, 2023

At Thematic, our mission is to help customer-focused companies find rich, actionable insights from massive amounts of feedback. The case study we submitted to the awards outlined the work we do with Atlassian. We are so proud to be part of Atlassian's incredible efforts to drive customer success.

2023 62

2023 Feedback Innovation Insights 62

GetFeedback

AUGUST 16, 2018

The better your self-service content, the fewer cases you’ll get. Ultimately, the more time you put into your knowledge base, the more support cases you’ll deflect. Quickly create new cases when a customer needs further assistance. Customers’ on-page behavior is an important source of insights. Case Deflection Rate.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

SurveySensum

NOVEMBER 24, 2023

Read a few comments, and figure out some categories. Let’s talk about it with the help of a case study of a media giant that I recently helped in boosting the NPS score. STEP 2: Now, every time a keyword or similar words to that keyword appear they should fall into a particular category. What’s Next?

NPS 52

NPS User Experience Demo Feedback 52

Retently

APRIL 16, 2024

Have you ever wondered how some surveys give really spot-on insights? This article will clarify its structure, explain how to create effective Likert questions, and offer insights into analyzing and interpreting the provided answers to inform your decisions.

Insights 78

Insights Measurement Feedback Engagement 78

BirdEye

NOVEMBER 15, 2023

Read the full case study here. To tap into this niche audience, retailers of home decor, furnishings, gardening supplies, and related categories should sign up for a Houzz Pro profile. This local vendor marketplace provides exceptional reach for wedding-related retail categories like dresses, tuxedos, rings, gifts, and more.

Retail 111

Retail Brands E Commerce Demo 111

Experience Investigators by 360Connext

APRIL 14, 2020

Determine what goals you have, so it’s very clear what actions to take once you gain the insights you’re seeking. Determine what goals you have so it's very clear what actions to take once you gain the insights you're seeking. You may have many customers across many demographic and psychographic categories.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

GetFeedback

MAY 24, 2019

While it may be true that NPS isn’t predictive in some cases in certain industries under particular circumstances, countless other research has shown that NPS is indeed an excellent predictor or repeat purchases, referrals, revenue, and business growth. In some cases they’re correct: NPS is only as useful as you make it.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

Thematic

SEPTEMBER 22, 2021

Here's an overview of the steps: The 5 steps to doing qualitative data analysis Gathering and collecting your qualitative data Organizing and connecting into your qualitative data Coding your qualitative data Analyzing the qualitative data for insights Reporting on the insights derived from your analysis What is Qualitative Data Analysis?

Feedback 111

Feedback NPS Social Media Insights 111

Thematic

DECEMBER 10, 2023

 Customer stories can be transformed into actionable insights, fueling a CX experience that meets the user where they’re at.  It is incredibly valuable in fields such as sociology, anthropology, psychology, and education, where human behavior and social interactions are studied.

Social Media 62

Social Media Feedback Insights Culture 62

Retently

AUGUST 23, 2022

Most NPS benchmark reports group businesses into broad categories. Small stores are placed in the same category as giants like Amazon, and regional airlines are grouped along with international carriers. Originally, NPS segments customers into 3 categories: Promoters, Passives and Detractors.

Net Promoter Score 148

Net Promoter Score NPS Measurement Customer Satisfaction 148

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. Categories of question to Ask in Your Survey When creating surveys, it’s important to ask the right questions.

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

GetFeedback

JANUARY 6, 2020

In CustomerThink’s recent CX study, 77% of respondents reported developing a CJM as part of their CX initiative. The study also notes increasing usage of online resources (social media, review sites, and vendor web sites) which has pushed sales engagement later in the cycle. . Personas help unlock customer insight.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

BirdEye

OCTOBER 27, 2020

Studies show that customer experience drives over two-thirds of customer loyalty , outperforming brand and price combined. Higher scores mean more revenue: Studies have shown that higher NPS scores correlate with higher revenue. It doesn’t provide insight into what specific touchpoints aren’t meeting customer expectations.

Net Promoter Score 98

Net Promoter Score Metrics Measurement NPS 98

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. We’ve excluded industries with an extremely low average NPS, such as debt collection, as they’re unlikely to produce helpful insights for most startups and technology businesses. Ready to start?

Net Promoter Score 113

Net Promoter Score NPS Insurance Airlines 113

Thematic

JANUARY 17, 2019

In this case, they don’t allow the respondent to provide original or spontaneous answers but only choose from a list of pre-selected options. How do you find meaningful answers and insights in survey responses? Focus on your insights, not the data. How to analyze survey data. Filter results by cross-tabulating subgroups.

Insights 98

Insights Presentation Net Promoter Score Feedback 98

Retently

MARCH 26, 2024

Expect straightforward comparisons and key insights to help you make an informed choice. By taking a thoughtful and thorough approach to the selection process, you’re setting the ground for richer insights, better decisions, and a more connected relationship with your customers and employees. Why Look Beyond Qualtrics?

2024 78

2024 Multi-Channel NPS Feedback 78

Chadwick Martin Bailey

JUNE 25, 2020

The framework is relatively similar across industries, categories, and products, and typically includes a heavy focus on the actions a consumer takes towards their final purchase. The words may differ however the research typically covers: Trigger : A need or want emerges moving you to a more active state in the category.

Apparel 52

Apparel Consumers Sports Insights 52

Beyond Philosophy

FEBRUARY 15, 2024

Researchers who study emotions are specific. Many emotions exist within those positive and negative categories, too. You can gain excellent insight by walking your customer journey like a customer. Streamlining support processes or troubleshooting in these cases can do a lot to evoke the proper emotions.

Connections 88

Connections Loyalty Brands 2005 88

delighted

MAY 4, 2021

While NPS, CSAT, and CES all garner feedback about how a customer feels about your company, products, and services, there are nuances that make one better than the other depending on your use case and business goals. Let’s take a look at two types of studies and why you would want to use them. CES is purely a transactional metric.

NPS 77

NPS Customer Satisfaction Metrics Net Promoter Score 77

GetFeedback

DECEMBER 2, 2019

In one study , the strongest brand advocates spent 15% more than non-advocates. If you are in the Internet Service Providers category where the benchmark is 62%, ask yourself why the Video Streaming Service category achieves a 75% rating. . In some cases, it’s to reward them. . Identify and leverage your brand advocates

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Thematic

SEPTEMBER 12, 2021

A two-year study from fintech company Bumped found customer retention efforts boost revenue by an average of 40%. A KPMG study finds that 86% of loyal customers will recommend a brand to family and friends. Deeper insight into customer needs, goals and challenges. Yet knowing scores isn’t enough.

Metrics 117

Metrics Feedback NPS Loyalty 117

Thematic

JANUARY 8, 2024

How much time have you spent (let’s be honest: wasted) scrolling through endless Excel spreadsheets full of open-ended question data, trying to piece together new customer insights? This type of data is a treasure trove of valuable insights to drive CX improvements. In both cases, the coding exercise is pointless.

Net Promoter Score 62

Net Promoter Score Reference Insights Measurement 62

SurveySparrow

JANUARY 30, 2024

How do you transform raw numbers and unstructured feedback into actionable insights? SurveySparrow The platform lets you create, share, collect, analyze, and make informed decisions based on the rich insights you gain. They provide insights into how customers interact with your platform. Quantitative Data: Examples 1.

Social Media 52

Social Media Measurement Customer Satisfaction Insights 52

Confirmit

JANUARY 27, 2020

I was delighted to be invited by Confirmit to a dinner held at the superb Kerridge’s Bar & Grill, together with a number of insight agency leaders. The aim of the evening, apart from having an extremely enjoyable time, was to discuss the future of the customer insight industry. This is available on Amazon! )

Insights 52

Insights Social Media Customer Insights Books 52

SurveySensum

NOVEMBER 28, 2023

However, a common pitfall in the feedback process is the failure to act on gathered insights, rendering valuable data unused. Analyze & Utilize Customer Feedback Effectively – Request a Demo Now , let’s talk about it through the case study of one of the automotive clients, I recently worked with, who was facing similar problems.

Automotive 52

Automotive NPS Feedback Touchpoint 52

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? Text analytics includes a set of techniques that structure information arriving in text format— in this case, free text customer feedback. Why is that?

NPS 121

NPS Financial Feedback Net Promoter Score 121

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. So, here’s a great article on surveys that will help you gain more insights from your customers. We examine their customer experience strategies using five evaluation categories.

Article 109

Article 2019 Customer Service Customer Service Training 109

ClearAction

DECEMBER 11, 2018

Next week’s follow-on article describes how Hootsuite Marketing applies customer experience insights to the employee journey. And the final part of this case study describes how Hootsuite increases Marketing impact by making use of these insights across all of Marketing’s functional areas.).

Customer Experience 71

Customer Experience Customer Journey Mapping Customer Centricity Customer Journey 71

BirdEye

NOVEMBER 8, 2023

Potential customers can make informed decisions by reading real-life experiences and insights. Use case: Getting listed on Google boosts your local business’s SEO credibility and enhances your online visibility, as you can directly engage with your customers easily through a GBP account.

Travel 59

Travel Hotels Social Media Healthcare 59

Strativity

JANUARY 6, 2023

COVID triggered a forced acceleration of digital transformation across the QSR category. Historically, QSR has operated as a functional category where value has been equated with cost. Pizza brands are high fidelity because they are successful at fulfilling the core needs consumers bring to this category.

2001 52

2001 Omnichannel Consumers Brands 52

ReviewTrackers

DECEMBER 16, 2019

But a new study by Northwestern University’s Spiegel Research Center and PowerReviews should encourage companies to consider more carefully the kind of impact online reviews — the glowing ones, specifically — have on business performance. as too good to be true,” read the report, which analyzed data across 40 product and service categories.

Social Media 129

Social Media Consumers Feedback Definition 129

GetFeedback

SEPTEMBER 20, 2019

Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. CustomerThink also found that the choice of metrics is not a major factor in CX success, but rather how the organization acts on the insights.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

ChurnZero

DECEMBER 10, 2019

ConsumerAffairs is an online marketplace that helps connect consumers with the best companies across hundreds of categories. Uncovering customer insights required time-intensive manual analysis. These insights provide timely notifications when health scores change or when important customers require a touchpoint. .

Touchpoint 75

Touchpoint Customer Insights Customer Success Insights 75

Maru Group

DECEMBER 2, 2020

A study by Mastercard found contactless transactions grew 3x as fast as non-contactless transactions in the grocery and drugstore categories between February and March 2020. One of the primary payment categories we explore in MoneyScreen is contactless payments. More reassurance and clarity needed.

Consumers 52

Consumers Banking Advertising Technology 52