Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. This shows the tangible, bottom-line benefits of listening to your customers.

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

CSM Magazine

DECEMBER 21, 2021

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Identify the Company’s Goals 2.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

SurveySensum

NOVEMBER 8, 2023

In this blog, we are going to explore the hot topic of CX automation from A to Z. Find out more about why it’s becoming increasingly popular and what businesses and customers benefit from it. However, it is advisable to rely on it only in certain situations.

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

OpinionLab

DECEMBER 17, 2018

We established the now widely-shared concept that listening to customers to better understand the issues most important to them in that moment was just as important as asking customers about issues important to the company after it. Y2K established the need for more agile approaches to coding. Convergence of digital approaches.

2001 95

2001 Competitive Advantage Voice of Customer Social Media 95

PeopleMetrics

FEBRUARY 25, 2022

It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience. What You Need to Get Started. What is customer experience? What is customer experience management?

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

SurveySparrow

FEBRUARY 24, 2024

Turns out customers don’t always say what they mean. Customer sentiment analysis lets you hear what’s really being said between the lines. By the end of this blog, you will be clear about the definition, importance, benefits, and use cases. That’s not it. What is Customer Sentiment?

Definition 52

Definition Social Media Feedback Customers 52

SurveySensum

FEBRUARY 7, 2024

In a world flooded with information and shrinking attention spans, grabbing your audience’s attention requires more than just catchy intros—it demands building a deep emotional connection. Motista reveals a significant trend: a remarkable 71% of individuals recommend a brand influenced by the emotions it triggers in them.

Connections 52

Connections Social Media Demo Feedback 52

PeopleMetrics

NOVEMBER 22, 2019

Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers.

Communication 54

Communication CEM 2001 Touchpoint 54

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. I know I know market research can be tedious and it can take a lot of time and effort from you and your team. Well, it’s not.

2024 52

2024 Marketing Demo NPS 52

Eptica

APRIL 15, 2020

This all means that businesses need to review and adapt the customer experience they are offering to ensure it meets changing consumer needs. 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?

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

Eptica

JULY 17, 2019

In fact, research shows that the search for novelty is hard - wired into our brains , triggering reward chemicals within it. Marketers, therefore, need to embrace rather than fight it. However, to use it effectively within VoC text analytics needs to understand the customer journey and industry-specific context.

2019 58

2019 Social Media Retail Events 58

Eptica

FEBRUARY 6, 2019

Other companies have merged or transformed what they do. Sometimes, rather ironically, the whole change process can have the opposite effect and rather than strengthening customer trust it can damage or destroy it. Published on: February 06, 2019. Giant businesses such as Kodak, Toys R Us and Blockbuster have all disappeared.

2008 73

2008 White Paper 2019 Automotive 73

PeopleMetrics

MAY 24, 2018

Many companies collect customer feedback, but very few act on what they hear. It is also relevant for anyone who is interested in CX or wants to learn more about how customer feedback can be used to drive business results. Moving VoC past data to a listening path that engages your organization and improves customer experiences is key.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

ChurnZero

NOVEMBER 18, 2021

What inspired me to improve my gardening skills is the same catalyst that inspires customer education, and most positive actions: a desire for change. As Rosabeth Kanter, Harvard Business School professor and best-selling author who specializes in strategy, innovation, and leadership for change, puts it: “Change demands new learning.”.

Webinar 98

Webinar Customers Customer Journey Engagement 98

Kitewheel

JANUARY 25, 2021

In this blog, we lay out our 2021 trends based on years of experience in the customer journey space. To accomplish this, brands will begin to include more Voice of Customer data into their analytics. In fact, the next generation of VoC will be more significantly more sophisticated. Four Predictions For 2021.

2021 52

2021 Omnichannel 2020 Customer Journey 52

PeopleMetrics

JULY 10, 2018

But what does that exactly mean? When leaders of a company fail to explain or provide specific examples of what it really means to be customer-centric, employees often see these words as little more than corporate platitudes. It makes sense. It starts and ends there. It sounds a bit dramatic, but it is true.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

OpinionLab

JULY 20, 2018

Several months ago, I wrote a blog describing how my 5-year old daughter influenced my thinking in planning sessions I had with various CX leaders. Her rationale is usually one of the following: It’s my toy and I want to play with it right now! He or she might break it! He or she doesn’t know how to use that toy!

Contact Center 60

Contact Center Feedback Blog Interaction 60

OpinionLab

JULY 20, 2018

Several months ago, I wrote a blog describing how my 5-year old daughter influenced my thinking in planning sessions I had with various CX leaders. Her rationale is usually one of the following: It’s my toy and I want to play with it right now! He or she might break it! He or she doesn’t know how to use that toy!

Contact Center 60

Contact Center Feedback Blog Interaction 60

OpinionLab

FEBRUARY 25, 2016

You’ve launched your new website redesign and it both looks and performs great so now all you need to do is wait to reap the rewards, right? While that may well be the case, it’s extremely common for companies to overestimate both how bad and/or ineffective their existing website is and the impact a full overhaul will have.

Innovation 90

Innovation Consumers Sales Metrics 90

Qualtrics

FEBRUARY 17, 2021

It’s like having a dragster for a curvy road, all that horsepower but almost no ability to turn. Many of us (especially those reading this Qualtrics blog!) have realized that customer experience analytics and direct customer feedback are the hallmarks of building effective situational intelligence. Starting from scratch.

E Commerce 26

E Commerce Webinar Metrics E-support 26

Pointillist

MARCH 20, 2019

All the time and effort spent in designing a modern, responsive customer experience program can go to waste if you are not able to articulate in numbers the value that it will bring to your organization. In order to put CX initiatives on a level-footing with other business programs, it isn’t enough to simply provide the soft benefits.

ROI 59

ROI Customer Experience Banking Call Center 59

Calabrio

NOVEMBER 18, 2015

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Customer engagement and analytics software yield measurable benefits. Those that Aberdeen considered VoC analytics “leaders” reported a 17.8

Contact Center 49

Contact Center Net Promoter Score 2014 Customer Satisfaction 49

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” The response was so good that it begged to be a blog post. Author: Jeremy Watkin. Interview customers.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Voice of Customer 94

Voice of Customer Social Media Banking Feedback 94

Wootric

MARCH 1, 2020

Whether it’s Neo (from The Matrix ), Katniss (from Hunger Games ), William Wallace (from Braveheart ), or T’Challa (from Black Panther ), you know the story well. An established SaaS company that’s moved beyond the startup phase wants to unite its various customer Experience efforts. Sound familiar?

Roadmap 52

Roadmap Touchpoint NPS Effort Score 52

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” The response was so good that it begged to be a blog post. Author: Jeremy Watkin. Interview customers.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

Lumoa

NOVEMBER 21, 2023

For instance, it is expensive, resource-intensive, and requires expertise. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Feedback 83

Feedback Social Media Net Promoter Score Insights 83

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. VoC tools capture customer feedback, storing it in one place. Then, they turn it into actionable insights that drive data-backed business decisions. Capturing VoC involves collecting and analyzing customer feedback through various channels.

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

Pointillist

JULY 5, 2019

But after an initial burst of excitement from obtaining real customer feedback, your CEO wants to know what’s driving the low scores and negative responses. Any approach to listening to the customer voice is better than not listening to it.” More importantly, she wants to know how your CX team will improve them.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

OpinionLab

OCTOBER 24, 2017

What things do you need to think about when initiating a website redesign project? Keeping up can seem hard and what worked 15, ten or five years ago is unlikely to work today. Keeping up can seem hard and what worked 15, ten or five years ago is unlikely to work today. That may very well be true. Pretty amazing stuff.

Reference 94

Reference Omnichannel Measurement Feedback 94

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Clarabridge. NICE Systems. Rant & Rave. ResponseTek.

2015 97

2015 Multi-Channel 2014 CEM 97

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. This blog post is about the alerts that are triggered based on a customer response to a survey. What are some common instances that trigger a recover alert ? When food is served cold.

CEM 78

CEM 2001 ROI Contact Center 78

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. What is the difference between B2B and B2C?

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100