Waypoint Group

AUGUST 1, 2018

I sure hope your Customer Success / Account Management teams aren’t relying on the customer to provide the lay-of-the-land when getting introduced into the account. Your company needs clear processes that capture and self-document what’s working, not-working along with the plan forward.

Loyalty 56

Loyalty Connections Net Promoter Score E-support 56

Retently

SEPTEMBER 12, 2018

At a first glance, relying on the input provided by the sales, marketing, and support teams might seem sufficient; however, we wanted to take the opportunity to use customer feedback to prioritize the product roadmap from a customer’s perspective as well. What is NPS? Sorting through the feedback is tough. Training our model.

Feedback 117

Feedback NPS Roadmap Insights 117

Thematic

SEPTEMBER 22, 2021

Qualitative data is typically generated through: Interview transcripts Surveys with open-ended questions Contact center transcripts Texts and documents Audio and video recordings Observational notes Compared to quantitative data, which captures structured information, qualitative data is unstructured and has more depth.

Feedback 111

Feedback NPS Social Media Insights 111

Thematic

JUNE 3, 2021

This is typically managed by the Customer Experience team and is known as a Voice of Customer program. Some of these programs include requirements to follow up with each respondent to " close the customer feedback loop ". That being said, a full-blown Voice of Customer program might be too expensive for your needs.

Measurement 62

Measurement Customer Experience User Experience Feedback 62

SurveySensum

JULY 14, 2020

Ali Malik is a certified CX Professional (CCXP) and specialist in CX, Brands & Market Research, designing Metrics & Measurements, Mystery Shopping & Voice of Customer & Employees Programs. Michael Pace – Customer Service Thought Leader, Director of Global Member Services at Virgin Pulse. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Pointillist

AUGUST 18, 2021

This is not about documenting stuff for the sake of documenting it. This is not about documenting a Bible of journeys. And almost half of all organizations said they track KPIs like NPS ® and CSAT, but have no real way to quantify their impact on business outcomes like cost to serve and revenue. Dan Gingiss: Two things.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), 2) Make the Case : At Qualtrics, we take pride in customer obsession. This year’s crop of candidates was quite competitive.

2015 97

2015 Multi-Channel 2014 CEM 97