InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort? What Is a Customer Experience Manager (CX Manager) ?

Customer Experience 324

Customer Experience Management Touchpoint Net Promoter Score 324

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Let’s look into it.

Customer Experience 295

Customer Experience Social Media Call Center Metrics 295

InMoment XI

MARCH 4, 2024

It is hard to talk about survey methodology and practices without mentioning the Likert scale. While some may think the Likert scale is only used in academic research, it is a cornerstone of survey strategies across various industries such as travel & hospitality, automotive, and financial services. What is the Likert Scale?

Net Promoter Score 260

Net Promoter Score Measurement Automotive Customers 260

InMoment XI

JANUARY 2, 2023

As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage. When you start your CX efforts, you need to consider how to measure it. What Is Customer Experience? And, that means, we have nearly infinite opportunities to delight them—or disappoint them.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. What is AI in CX?

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

InMoment XI

SEPTEMBER 22, 2022

Of all the unicorns that brands and organizations chase with their customer experience (CX) programs, higher survey response rates are one of the best-known… and sometimes the most elusive. This is especially true right now, when survey response rates are declining due to a litany of new and unprecedented causes.

Social Media 493

Social Media Document Brands Feedback 493

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

InMoment XI

JULY 12, 2023

How exactly do you do this? A well-designed CX strategy can be the main aspect that helps you attract and retain your customer base, so you don’t want to leave anything up to change. So how do you guide customers through these stages? What does their interaction look like? How are their questions answered?

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

Experience Investigators by 360Connext

MAY 11, 2021

The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth. ” What is Customer Experience Management?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Former CX “Trends” to Leave Behind 1. Chatbots are not yet at the point where we can “set it and forget it.”

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. But the question arises – how to do it? It includes a variety of factors like customer service interactions and surveys for personalization and user journey optimization.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

Thematic

APRIL 3, 2024

What’s happening? You’re not face-to-face with these customers, so you need a way to understand what’s happening. Use a Voice of the Customer (VoC) program to get a clear understanding of what they really want and expect from your business. Say, a proportion of these high-repeat customers start to drop off.

Social Media 62

Social Media Feedback NPS Insights 62

CloudCherry

FEBRUARY 20, 2019

CX platforms are being acquired for billions of dollars. We’re no longer in the days of archaic survey collection tools and long, expensive strategy analysis. Today’s platforms (and CX teams) need to advance their capabilities to compete. CX teams have a big opportunity to connect with customers here.

CEM 273

CEM Touchpoint Omnichannel ROI 273

Playvox

FEBRUARY 1, 2024

But do you know how your customers really feel about your brand, products, services, and support? The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction.

Contact Center 93

Contact Center Measurement Social Media Omnichannel 93

Retently

MARCH 11, 2024

Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. In this guide, you’ll find why they are important, areas to focus on, and 35 essential post-event survey questions crafted to draw out the insights you need. They capture their joys, frustrations, and valuable insights.

Events 119

Events Feedback Insights Presentation 119

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. 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!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

SurveySparrow

MARCH 6, 2024

What’s that one thing that connects Pollfish, SurveyMonkey, and Qualtrics? The best answer would be Surveys! So, in the Pollfish vs SurveyMonkey vs Qualtrics battle, which one do you think wins? Each survey tool has unique strengths and weaknesses, just like any other. What is Pollfish ?

Multi-Channel 52

Multi-Channel 2002 Healthcare Government 52

SurveySensum

MARCH 26, 2024

Now, to effectively harness the power of customer feedback, you need a robust customer feedback tool to create surveys, gather and analyze thousands of feedback, and derive actionable insights from it. But from the wide range of tools available online, it can become tricky to know what is the best for your organization.

2024 52

2024 Feedback E-support 2023 52

SurveySensum

MARCH 26, 2024

Now, to effectively harness the power of customer feedback, you need a robust customer feedback tool to create surveys, gather and analyze thousands of feedback, and derive actionable insights from it. But from the wide range of tools available online, it can become tricky to know what is the best for your organization.

2024 52

2024 Feedback E-support 2023 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.

Social Media 157

Social Media Feedback User Experience Insights 157

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. AI tools can help automate and analyze customer feedback with much precision and uniformity while saving time and resources for companies.

Feedback 83

Feedback Social Media Net Promoter Score Insights 83

customer sure

MARCH 12, 2024

It’s vital that we stay in touch with our network, to learn from both the issues they’re facing in their businesses, and the solutions they’re putting in place. Can AI really better-inform the actions we should be taking as a result of customer feedback? GPTs can do these tasks well, but they come with their own pros and cons.

2024 62

2024 Customer Service Feedback Fashion 62

SurveySensum

FEBRUARY 14, 2024

But how do we do that? Now, you’re probably wondering, “But how do I effectively gather and utilize this feedback?” ” — That’s where the right employee feedback tool comes into play. You’re looking for the best employee experience tools to gather this priceless feedback.

2024 52

2024 Feedback Culture Demo 52

Retently

NOVEMBER 27, 2023

But before diving into the benefits of outsourcing services, it is essential to understand what exactly outsourcing means. But regardless of the size of your business, it is always good to reduce the costs when it is possible to do so.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

SurveySparrow

MARCH 1, 2024

Well, that’s where sentiment analysis tools come into play. Customer feedback software and social media listening tools are the ones that mostly use this. But, there are also tools that are dedicated to offering sentiment analysis alone as well. Let’s start by understanding what is a sentiment analysis tool.

2024 59

2024 Social Media Feedback Demo 59

SurveySensum

MARCH 15, 2024

In this blog, I will list down the top 9 market research tools of 2024 that you can implement within your organization and achieve your market research goals. So, let’s scroll down and get a sneak peek into these must-know market research tools of 2024. What is a Market Research Tool?

2024 52

2024 Marketing Demo NPS 52

Thematic

JUNE 13, 2023

You already know you need an amazing customer experience (CX) to keep retention high. But how do you know where to invest your time, effort, and money? With the right Voice of Customer tools in place, the answers are at your fingertips. VoC tools capture customer feedback, storing it in one place.

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

Thematic

FEBRUARY 27, 2024

We all know that happy customers are good for business. Companies focused on delivering a great customer experience (CX) see up to 60% higher margins than the competition! Companies focused on delivering a great customer experience (CX) see up to 60% higher margins than the competition! Isolating the impact of CX gets messy.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

Thematic

FEBRUARY 27, 2024

We all know that happy customers are good for business. Companies focused on delivering a great customer experience (CX) see up to 60% higher margins than the competition! Companies focused on delivering a great customer experience (CX) see up to 60% higher margins than the competition! Isolating the impact of CX gets messy.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

SurveySparrow

MARCH 9, 2024

So, if a business needs to do so, they need to actively listen to customers. And that’s where VoC tools come into play. Since you are here, we presume you already understand the importance of listening to customers. And, of course, you are also in search of a VoC tool. Well, look no further…we have you covered.

2024 52

2024 Voice of Customer Touchpoint Social Media 52

SurveySparrow

APRIL 19, 2024

It indeed is if you have the right Data Entry Tools! Don’t worry—we will look into ten data entry platforms that will automate repetitive tasks, improve accuracy, and save you a ton of time! But before that, you need to understand what data entry tools are. (If What are Data Entry Tools?

Document 52

Document E-support Connections 2006 52

SurveySparrow

FEBRUARY 18, 2024

What is it that’s making you look for a Customer Thermometer Alternative? Do you find it complex, or is it too simple for your liking? The team and I spent a whole day finding the best alternatives to this customer feedback platform. Oh, hey, we might start with an overview of the tool.

2024 52

2024 Multi-Channel E Commerce Tourism 52

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

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? Anonymous surveys are the answer! But the challenge is, with so many tools in the market, which one should you opt for? What is an Anonymous Feedback Tool? So, let’s dive in!

2024 52

2024 Feedback Demo Social Media 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. We’ll walk you through the key steps to building a successful customer experience department in this guide. What does the company want to achieve?

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

SurveySensum

NOVEMBER 1, 2023

SurveySparrow is a customer feedback platform that allows businesses to create and distribute surveys, collect responses, and analyze data. What sets it apart from traditional survey tools is its focus on providing a more conversational and interactive survey experience. How do we know that?

Multi-Channel 52

Multi-Channel Culture Feedback 2023 52