CloudCherry

JANUARY 22, 2020

The process of gathering, organizing, and analyzing customer feedback is an essential component of this process, and one that is most often facilitated by a solution or technology stack provided by a vendor. Your VoC program isn’t just a project for the marketing or customer service department — it affects the entire company.

White Paper 243

White Paper Social Media Feedback 2019 243

Customer Bliss

APRIL 27, 2018

Find all of the surveys being sent from marketing, call centers, product development, partners, and so on. In every silo’s pursuit of becoming customer centric, the cumulative effect may be causing survey fatigue and frustration to your customers who are receiving them. That customers did notice.

Effort Score 181

Effort Score Customer Journey Social Media Call Center 181

Playvox

SEPTEMBER 30, 2022

You’re probably using tags to track customer feedback, but without the right reporting, you might find yourself struggling to gather customer insights from the wealth of unstructured data and present them in a way that shows their effect on the business. Talking to marketing? What are they unhappy about? Can we add that?”

Contact Center 67

Contact Center Article Customers Presentation 67

Lumoa

NOVEMBER 29, 2021

Companies receive real-time feedback in massive volumes if they only start listening to their customers. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Our customer satisfaction increases – so what? Will it positively impact our market share?

ROI 103

ROI Customer Experience NPS Financial 103

Lumoa

OCTOBER 31, 2018

The focus on acquisition, scores and fixing issues has been replaced with outside disruption, market ecosystem expectations (i.e. This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

CX Journey

JUNE 22, 2017

Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions.

Customer Journey Mapping 58

Customer Journey Mapping Communication Customer Centricity Customer Journey 58

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds.

Workshop 54

Workshop Customer Experience Management Customer Centricity Insights 54

ChurnZero

JUNE 14, 2023

As your sales team is in the business of influencing prospects to buy, the customer success team influences customers to stay and should understand why your accounts churn, renew and expand. In a growing market, your sales team takes the lead in bringing in new sales. Operationalize your customer success team.

2023 52

2023 Customer Success Competitive Advantage Roadmap 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

SurveySensum

MAY 2, 2024

In today’s customer-centric business environment, feedback isn’t just a bonus—it’s the lifeblood of success. From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights.

Customer Service 52

Customer Service Social Media Loyalty Feedback 52

GetFeedback

MAY 24, 2019

When companies adopt NPS as a key metric, it inspires business growth, customer-centricity, and cross-functional alignment as different departments unite under the banner of decreasing detractors and increasing promoters. When done right, it’s an extremely valuable source of customer insight.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

C Space

NOVEMBER 4, 2019

The Right Insight. What makes a successful customer insights leader? Believe it or not, CEOs and other senior leaders who believe in the importance of customer centricity, customer empathy, and customer engagement don’t do this purely to be altruistic. Robert Howie. There was nervous laughter.

Insights 45

Insights Net Promoter Score Competitive Advantage Culture 45

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Wootric

MARCH 18, 2021

Customer insights through machine learning. The most insightful input from customers comes in the free-text portion of your surveys. NLP performs sentiment analysis on your customer and user feedback, taking you way beyond the traditional text-match tagging. So there are two critical parts to the Act step.

Net Promoter Score 52

Net Promoter Score E Commerce E-support Metrics 52

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter? Why Implement a Voice of the Customer Program?

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? Only this will allow your organization to be wholly customer centric with a focus on increasing customer satisfaction.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101