InMoment XI

DECEMBER 1, 2022

But when it comes to your business, there are simply some moments that matter more, to your customer, employees, and beyond. Improving experiences begins with sifting out the noise from experience data and identifying the moments that matter: where customer, employee, and business needs meet. Forrester Customer Feedback Wave.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

Zonka Feedback

DECEMBER 1, 2020

With immense pleasure, we announce that Zonka Feedback has been named as 'Product Leader' in the Top 20 Employee Engagement Software Products list of 2020.

2020 52

2020 Feedback Engagement 52

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. We know Apple’s global. Their customers?

Social Media 157

Social Media Feedback User Experience Insights 157

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

BirdEye

MAY 30, 2023

However, you can also ask customers to respond directly by providing an overall score and qualitative feedback via a text response. Check out these tips to help your SMS feedback campaigns to unlock valuable insights from customers. The incentives also show customers you value the time and feedback. This is known as longevity.

Insights 95

Insights Net Promoter Score Events Feedback 95

SurveySensum

APRIL 16, 2024

Software development is teamwork. On the other hand, many software teams face difficulties in creating a productive teamwork environment. Inefficiencies arise in the form of silos between functions, expectations are unclear with no one listening, and feedback goes unnoticed. 45% of employees say poor communication damages trust.

Social Media 52

Social Media Demo Feedback Communication 52

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? Do you want to uncover the real issues your employees are facing? They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience.

2024 52

2024 Feedback Demo Social Media 52

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. When employees are engaged and motivated, they are more likely to deliver exceptional customer service.

Engagement 135

Engagement Employee Experience 2009 Loyalty 135

BirdEye

MAY 30, 2023

Microsoft’s State of Global Customer Service Report showed that 77% of customers view brands more favorably if they seek out and apply customer feedback. If your business isn’t actively gathering feedback, it may be time to rethink your stance. Table of contents What are customer feedback tools?

2023 98

2023 Feedback Net Promoter Score Social Media 98

CSM Magazine

OCTOBER 26, 2023

They offer employees the opportunity to receive feedback and enhance their skills. Managers may only observe employees in situations leading to an understanding of their overall performance. To overcome these challenges, organizations are now embracing 360 feedback software to transform their review processes.

Feedback 52

Feedback Culture Communication Leadership 52

SurveySensum

APRIL 9, 2024

times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. The higher the employee engagement, the better will be your customer experience and the greater will be the number of happy customers! What is an Employee Journey?

Employee Experience 52

Employee Experience Demo Reference Feedback 52

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

2024 52

2024 Feedback Culture Demo 52

customer sure

JANUARY 10, 2024

Neglecting Customer Feedback One of the most common mistakes businesses make is disregarding customer feedback. Regularly collecting feedback through surveys , reviews, and social media channels is essential for evaluating and improving customer satisfaction and expectations. The Solution?

Customer Experience 62

Customer Experience Net Promoter Score Social Media Omnichannel 62

Thematic

AUGUST 21, 2023

If you're learning about analyzing customer feedback and voice of customer , then it won't be long before you come across the term 'feedback loop' This post breaks down what a feedback loop is, why it's an essential part of customer experience, and how to ensure success when implementing one in your own work.

Feedback 62

Feedback Customer Satisfaction Customer Retention Loyalty 62

SurveySparrow

MARCH 24, 2024

In the fast-paced world of business, customer feedback plays a vital role in shaping and improving products, services, and overall customer experience. To effectively gather and utilize customer feedback, companies rely on specialized tools and platforms.

Feedback 52

Feedback Multi-Channel Customer Insights Insights 52

Playvox

FEBRUARY 13, 2024

Know who the strongest players are among your current employees so you can keep them on your team. Do the KPIs you use now to measure employee performance accurately reflect each agent’s real value? An overall commitment to employee development is the best way to cultivate top talent and all its benefits.

Contact Center 88

Contact Center Measurement 2022 Culture 88

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

2024 52

2024 Culture Feedback Rewards Programs 52

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. Customer service coaching is a personalized approach to the individual mentoring needs of each employee. What is Customer Service Coaching?

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

Daniel Group

APRIL 18, 2024

Software is only part of the solution. Managers sometimes think software alone will improve CX significantly and reduce poor communication. Software can help, but there are other answers. The customer must initiate the feedback. These workers welcome this kind of feedback. The post Want to Improve CX Significantly?

Communication 98

Communication NPS Net Promoter Score 2008 98

ShepHyken

JULY 23, 2021

He writes about how using a learning management system (LMS) expedites employee skill development in your organization. Therefore, teaching employees new skills is important as it can help improve retention and turnover rates as well as ensure better productivity. . Inspires Creativity via Discussion Forums and Feedback .

Communication 156

Communication Article Feedback Interaction 156

ShepHyken

DECEMBER 27, 2022

Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. When you hear good feedback and read positive testimonials, put that data into your process so that all your customers can have the same amazing experience.

Healthcare 124

Healthcare Customer Centricity Customer Voice Voice of Customer 124

SurveySensum

NOVEMBER 1, 2023

SurveySparrow is a customer feedback platform that allows businesses to create and distribute surveys, collect responses, and analyze data. While there are some amazing features that SurveySparrow offers, it also comes with some drawbacks that restrict an efficient feedback management process for users. Frustrating, right?

Multi-Channel 52

Multi-Channel Culture Feedback 2023 52

CSM Magazine

OCTOBER 25, 2023

In customer service, employees are the face of the company and the effectiveness of the onboarding process cannot be overstated. Proper onboarding can help employees quickly become productive members of the team, feel valued, and improve employee retention rates.

Customer Service 52

Customer Service Workshop Customer Service Representative Document 52

SurveySparrow

FEBRUARY 22, 2024

Now, the next hurdle is finding the apt tool or software to help with retention. Let’s start by understanding the key features a customer retention software must have. Customer Support and Feedback Tools: Listening and Responding to Customer Needs THE key to successful customer retention is listening to what they say.

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. And with labor as an expensive and valuable contact center asset, optimizing your employee efficiency to positively impact the bottom line is also a must-have.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

CSM Magazine

OCTOBER 26, 2023

Any organization’s success depends on its employees’ ability to efficiently and effectively carry out their tasks. To continually improve workforce competency, an increasing number of companies are adopting assessment software to evaluate and enhance employee skills.

Leadership 52

Leadership Sales Culture Engagement 52

Playvox

APRIL 25, 2023

The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. Make sure all employees understand their role in delivering outstanding CX and have the tools, knowledge, and soft skills to be successful. Incorporate feedback. Here are five winning strategies.

Contact Center 79

Contact Center Measurement Feedback 2022 79

BirdEye

JANUARY 17, 2024

And sometimes, even the best-intentioned employee might accidentally share something unprofessional, inappropriate, or just plain harmful to your brand image. The only social media software for multi-location businesses Want to see the impact of Birdeye on your business? Watch the Free Demo Now. it’s a lot to keep track of.

Social Media 109

Social Media Multi-Channel Demo Feedback 109

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Now, it’s time to drill down into the details.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. Watch on YouTube. ? ? ?. PeopleMetrics LIVE! FOLLOW US ON SOCIAL!

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". And their feedback should always be available in real-time. Here they are!

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Ensuring all employees are engaged with your business is essential but making sure your customer service team is engaged is paramount to retaining a strong customer support team and increasing productivity.

Employee Experience 124

Employee Experience Customer Service Engagement Article 124

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. This is where B2B SaaS feedback software comes to the rescue! By using such a tool, you can easily gather feedback from your customers, analyze it, and gain valuable insights into their experiences.

B2B 52

B2B Feedback NPS Demo 52

SurveySensum

NOVEMBER 9, 2023

In any organization, the leading factor for the quality of the customer experience is the employee. If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees. Today’s employees have different priorities from before. If you want a good CX, you need well-managed employees.

2024 52

2024 Management Customer Experience Demo 52

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Social Media 83

Social Media Feedback Banking Automotive 83