Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

SurveySensum

MAY 2, 2024

It’s a dynamic process where customer insights aren’t just collected. It’s a continuous conversation where companies, like maestros, listen to the orchestra of customer voices and orchestrate a symphony of action, communication, and, ultimately, satisfaction. But what exactly is a Closed Feedback Loop?

Customer Service 52

Customer Service Social Media Loyalty Feedback 52

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Pointillist

JULY 5, 2019

In this post, I’ll explain how you can raise your voice of customer program to the next level by providing seven powerful ways to supercharge it and make it actionable, so you can maximize the ROI of your VoC investments. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Lumoa

OCTOBER 31, 2018

HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Too many organisations are still focused on ‘making money first’, with the customer coming a distant second.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

ChurnZero

NOVEMBER 20, 2020

Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. Q: When should you use Customer Satisfaction Score (CSAT) versus Net Promoter Score ® (NPS)? The NPS is one question: how likely are you to refer your brand, product, or service to a friend or a colleague?

NPS 98

NPS Reference Net Promoter Score Webinar 98

Wootric

MARCH 18, 2021

The next level of CX for Growth Stage companies focuses on a few key things: Taking a more holistic view of the entire customer journey . Leveraging technology to listen to hundreds and thousands of customer comments. In this step, you’ll gather information across the customer journey. Compare that with your NPS.

Net Promoter Score 52

Net Promoter Score E Commerce E-support Metrics 52

ProProfs Chat

NOVEMBER 26, 2021

VoC programs incorporate various methods, however, the voice of the customer survey remains the key part among all methods. . Data collected from VoC surveys must be captured from the end-to-end customer journeys at every touchpoint, and portrayed into a single picture denoting customer experience.

Net Promoter Score 52

Net Promoter Score Social Media Voice of Customer Feedback 52

Experience Investigators by 360Connext

MAY 15, 2024

They shared the following advice: Give Customers Power Over Their Experience Maggie Gentry , Director of Experience Analytics at Community Health Network, started asking patients what their experience expectations are, and it has helped her team deliver better experiences faster. This also means focusing on the providers.

Customer Experience 143

Customer Experience Culture Customer Journey Mapping Customer Journey 143

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? Otherwise your program will fail.

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)? If they care this much about their customers you better also, if you want to stand a chance in today’s competitive market.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101