InMoment XI

SEPTEMBER 21, 2023

Online reputation management is the process of actively monitoring and influencing the way your business is perceived by your customers and the general public. This team should ideally consist of individuals with expertise in social media management, customer service, and public relations. Sounds like a lot, right?

Management 490

Management Social Media Feedback Voice of Customer 490

InMoment XI

DECEMBER 19, 2022

From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? How will I act on this feedback? However, if your survey isn’t set up to ask the right questions at the right time, the data becomes irrelevant. Build Better Surveys to Improve Customer Experience .

Touchpoint 493

Touchpoint Feedback Workshop Customer Journey 493

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. What Is Voice of the Customer? Step #2: Listen To Your Customer s.

Voice of Customer 558

Voice of Customer Net Promoter Score Social Media Call Center 558

InMoment XI

MARCH 5, 2024

Any successful business knows that understanding their customers is key to success. The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions. Other examples of unstructured data sources include social media posts, call transcriptions, and customer reviews.

Customer Experience 260

Customer Experience Social Media Innovation Competitive Advantage 260

InMoment XI

MAY 10, 2024

Practical AI Strategies to Implement Today for Future Success The XI Forum Club, which took place in Cologne, Germany, gathered industry experts to explore the future outlook for customer experience. AI-driven analysis of this data not only allows for faster responses but also enhances customer loyalty and encourages positive reviews.

Social Media 260

Social Media Demo Insights Loyalty 260

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

MAY 2, 2024

To manage your reputation and actively use customer feedback in your business operations, you need to implement strategies that are efficient, effective, and scalable. Your online reputation is also a significant factor in the way your customers perceive and interact with your brand.

Retail 260

Retail Customer Retention Management 2024 260

InMoment XI

NOVEMBER 30, 2023

These tools are essential for understanding how your customers are talking about your brand. Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction. Customer Satisfaction The satisfaction of your customers directly influences your brand’s reputation.

Brands 378

Brands Management Multi-Channel Social Media 378

Happy or Not

MARCH 30, 2020

Discover how eCommerce and digital services businesses can measure and improve the online experience with real-time customer experience insights. The post How to use real-time customer feedback to improve the online shopping experience appeared first on HappyOrNot.

Feedback 68

Feedback Online Experience Measurement Insights 68

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . How do you train staff in the franchises to instill customer experience in all that they do, maximizing sales?

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

InMoment XI

JANUARY 4, 2022

This little pop-up window is more commonly known in the customer experience (CX) industry as an intercept or digital intercept. Though the use of a digital intercept has great intentions, the unfortunate truth is that it can often harm the customer experience more than it improves the experience. “I barely just entered the page!”.

Feedback 598

Feedback User Experience Touchpoint Customers 598

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging? Get real about goals.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. Customer experience will happen whether or not you talk about. of customer experience. 15 Tips to Help You Communicate About Customer Experience 1.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Survicate

MAY 30, 2019

The post Why Real-Time Customer Feedback Is the Future of Engagement appeared first on Survicate. In the era of fast connectivity and one-click services, consumers have high expectations and low patience. Today, you cannot simply compete based on the price and quality of your product or service.

Feedback 40

Feedback Engagement Consumers Connections 40

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience.

Customer Satisfaction 132

Customer Satisfaction Retail Healthcare Feedback 132

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Stella Connect

MARCH 5, 2018

While its front-line “Gear Geeks” busily educate customers about the finer points of various product options, RevZilla’s technical team is laser focused on developing systems and platforms designed to deliver the optimum customer experience. Real-Time Micro-Coaching. Using Stella Connect to Drive Front-line Performance.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

While its front-line “Gear Geeks” busily educate customers about the finer points of various product options, RevZilla’s technical team is laser focused on developing systems and platforms designed to deliver the optimum customer experience. Real-Time Micro-Coaching. Using Stella Connect to Drive Front-line Performance.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? Most of us associate customer feedback with, well, customers. If you completed it, did you have any valuable feedback to share? Is it an efficient way to gain meaningful feedback? If it does, why?

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

CX University

MAY 6, 2024

Getting customer feedback is instrumental in determining if the customer experience is a positive one. Real-time feedback, which captures customer sentiment and insights immediately after an interaction, is a powerful tool in the CX arsenal.

Touchpoint 52

Touchpoint Competitive Advantage Feedback Customer Relationship Management 52

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

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

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Hello Customer

MAY 16, 2024

Join us every three weeks for ‘Demo Friday’ at Hello Customer, a free webinar event led by our Chief Technology Officer, Jonas Beullens. Discover how we turn customer murmurs into roars of insight that streamline feedback collection, sharpen analytics, and drive impactful changes to boost satisfaction and business growth.

Demo 52

Demo Webinar Feedback Events 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. Their customers?

Social Media 157

Social Media Feedback User Experience Insights 157

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. What’s NPS All About?

NPS 78

NPS Net Promoter Score Feedback User Experience 78

Experience Investigators by 360Connext

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! Typically, this means collecting customer feedback. All good so far, right?

Social Media 361

Social Media Customer Journey Feedback Contact Center 361

C3Centricity

JUNE 29, 2023

In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices. These […]

Feedback 90

Feedback Social Media Customer Centricity Engagement 90

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. How can we apply it to onboarding? Find out more.

Customer Journey Mapping 76

Customer Journey Mapping Customer Journey Social Media 2023 76

ServiceDock

MAY 27, 2018

Are you sending out CX (customer experience) surveys days or even weeks after the customer interaction? Do you wonder what impact the delay has on future survey engagement or worse, customer loyalty. Do you wonder what impact the delay has on future survey engagement or worse, customer loyalty.

Feedback 48

Feedback Loyalty Consumers Interaction 48

SurveySparrow

APRIL 28, 2024

Because their voices hold the key to improving teaching techniques and providing a more enjoyable learning experience for everybody This blog will introduce you to the top 5 student feedback tools available. Free Student Feedback Form From SurveySparrow Preview Template Use This Template Now, it’s all about tools!

Feedback 52

Feedback Demo Engagement User Experience 52

SurveySparrow

MARCH 12, 2024

Today, we’re diving into the world of website feedback tools. That’s where website feedback tools come into play, and yes, they do play a crucial role. The sheer volume of user feedback platforms can make your head spin. If you are looking for a list of website feedback tools, here you have it. Guess what?

2024 52

2024 Feedback User Experience Insights 52

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.

Feedback 83

Feedback Hospitality Touchpoint Customers 83

CSM Magazine

APRIL 18, 2024

The landscape of customer service is dramatically changing with the introduction of artificial intelligence (AI), particularly large language models (LLMs) such as ChatGPT. One of the main benefits of LLMs in customer service is increased efficiency. This can enhance customer satisfaction and help companies reach a wider audience.

Social Media 52

Social Media Customer Service Representative Interaction Customer Service 52