InMoment XI

NOVEMBER 2, 2021

At the end of the day, investing in customer experience (CX) is about more than just the score. Sure, it’s great to see a boost in CX metrics like NPS , CSAT , and CES , but what really drives impact? Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. 1: Customer Acquisition.

ROI 260

ROI White Paper Customer Retention Feedback 260

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. That is what customers reward. ” 3. .

ROI 48

ROI B2B Metrics Culture 48

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Here are the radical changes I believe will be VoC of the future: (1) Let customers and employees give you feedback anytime , anywhere, any way.

ROI 54

ROI Feedback Insights Financial 54

SurveySparrow

FEBRUARY 22, 2023

Yes, this Qualaroo competitor helps make sense of the plethora of customer feedback submitted across multiple channels. In a nutshell, it uses AI-driven rules to determine what customers think and their desires, which lets businesses automate processes while measuring metrics like effort, emotion, and intent.

2023 52

2023 Feedback ROI Customer Satisfaction 52

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. It results in better products and services, as well as improved customer satisfaction and retention. What is a Voice of Customer (VOC) program?

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71