Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization. Lack of good data.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? 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?

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. The result? Higher brand loyalty.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

PeopleMetrics

OCTOBER 25, 2017

Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? The ROI customer experience. Draw new actionable insights at scale.

CEM 122

CEM Customer Experience VOC Scorecard 122

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most.

VOE 83

VOE VOC Unstructured Data Artificial Intelligence 83

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without customers, there is no business. Verifying customer feedback.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Lumoa

FEBRUARY 28, 2023

Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. You’ll be richly rewarded: 78% of customers have a more favorable view of brands that ask for feedback. Strategically reacting to customer feedback can increase customer loyalty and retention.

Customer Feedback 83

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 83

PeopleMetrics

APRIL 29, 2016

In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. Too Much Data Can Be Averse to Improving Customer Experience. Strive for Actionable Insights in the Customer Experience. Replying Head: Yes, future.

Customer Experience 70

Customer Experience Actionable Insights Touchpoint Customer Feedback 70

PeopleMetrics

NOVEMBER 6, 2014

Customer data leaving you frustrated? We often find ourselves with lots of numbers representing our customers’ feedback, but few actionable insights to create the ultimate customer experience. What better way to include them than to actively involve them in improving the customer experience?

Customer Experience 80

Customer Experience Voice of the Customer Customer Feedback Actionable Insights 80

SurveySensum

JANUARY 1, 2024

This connection between engaged employees and customer satisfaction leads us to something transformative: the Voice of the Customer (VoC). This isn’t just about collecting data but understanding what your customers truly want and need. When your team understands your customers better, they’re more motivated.

VOC 52

VOC Social Media Actionable Insights Customer Satisfaction 52

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Gathering Insight. Download Now.

Customer Experience 94

Customer Experience Net Promoter Score NPS Close the Loop 94

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? An investment in the employee experience is an investment in the customer experience. You’re Not Alone.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

PeopleMetrics

FEBRUARY 15, 2016

It's nice to experience such clarity in cause and effect: my taking an action (i.e., In the world of customer experience management , such straightforward scenarios can seem hard to come by. Sometimes the objective can seem so big, and the actions needed to achieve it seem very unclear. Consider it like a machine.

Close the Loop 88

Close the Loop Customer Experience Customer Feedback Actionable Insights 88

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

Contact Center 40

Contact Center Customer Experience Actionable Insights Start-ups 40

Logicalware

APRIL 27, 2023

Building a data-driven customer experience means following your customers during their journey and analysing the insightful traces they leave behind – to understand what you can do better or differently. Valuable insights on your customers are key to improving contact centre performance and customer satisfaction.

Actionable Insights 52

Actionable Insights NPS CX Voice of the Customer 52

Callminer

FEBRUARY 26, 2019

This means that there is a huge disconnect between the real customer experience and what is being reported in most companies. In fact, the same Bain and Company report revealed that while 80% of CEO’s thought their brand delivers superior customer experience only 8% of consumers agreed!

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

PeopleMetrics

JANUARY 28, 2016

Here are three best practices to help you turn big data into action. Base your customer experience improvement on your ideal outcome. Improving the customer experience starts with collecting customer feedback. But customer feedback turns into a lot of data quickly. But let's not forget they’re bricks!

Customer Feedback 83

Customer Feedback Actionable Insights Start-ups Voice of the Customer 83

Zendesk

MARCH 31, 2021

Customer feedback is an important part of any business relationship. That’s why collecting customer feedback should be central to any customer experience (CX) operation. The company can then use that information to make better, customer-centric decisions. Help build stronger connections with customers.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

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). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Confirmit

APRIL 1, 2019

Asurion runs a best-in-class transactional Voice of the Customer program that is dedicated to driving action and improving the customer experience. Finally, she discusses the impact of winning a Confirmit ACE Award, not only for the customer experience team, but across the whole company.

CX 40

CX Voice of the Customer Actionable Insights Customer Experience 40

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! Just like a hapless tourist, customers are eager to share details of their experience.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Sprinklr

SEPTEMBER 9, 2021

According to Gartner data , 62% of marketing leaders report facing a significant or moderate challenge in leveraging integrated customer data. If you’re not able to convert your social listening data into actionable insights, at scale, it’s time for you to take another look at your social listening tool.

Social Listening 110

Social Listening AI Social Media CXM 110

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

Beyond Philosophy

MAY 12, 2022

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. Afterward, we discussed Customer Science and the role customer data will play in this latest evolution of customer experience.

Contact Center 78

Contact Center AI Sentiment Analysis Text Analytics 78

Lumoa

AUGUST 8, 2023

So it’s important to listen closely and understand what customers want from brands – that’s where the voice of the customer comes in. Just as a chef transforms raw ingredients into a gourmet meal, proper survey analysis can transform raw data into actionable insights that drive business growth.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. Consistently superior brand experiences give you a significant edge over the competition, while disappointing ones lead straight to lost revenue. Voice of the Customer. But how to do this?

VOC 40

VOC B2C Actionable Insights Voice of the Customer 40

Confirmit

SEPTEMBER 29, 2020

Our recent merger with Dapresy , a next-generation platform designed to transform data into actionable insights, makes our tech offering even stronger, providing all of our clients with greater access compelling reporting and visualizations! Voice of the Customer Voice of the Employee Market Research Best Practices.

Voice of the Employee 52

Voice of the Employee Actionable Insights Voice of the Customer Technology 52

Intercom

MAY 31, 2022

CX for Growth is a webinar series hosted by the Startups team at Intercom, a casual, interview-style monthly session featuring special guests and exploring customer experience topics that help to drive growth in your business. They then had two strong data points to escalate the issue and action improvements.”.

Net Promoter Score 105

Net Promoter Score Customer Feedback Construction Data Mining 105

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. Consistently superior brand experiences give you a significant edge over the competition, while disappointing ones lead straight to lost revenue. But how to do this?

VOC 40

VOC B2C Actionable Insights Touchpoint 40

SurveySensum

JULY 2, 2023

Well CSAT tools will help you understand how satisfied your customers are, how you can reduce customer churn, and consequently, how you can improve your products and services. This includes gathering customer feedback for analysis and actionable insights. Users can customize both the survey questions and design.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

Zendesk

OCTOBER 20, 2023

The plan gives your business a blueprint to achieve your customer service goals. It also empowers customer service reps with the information they need to provide an exceptional customer experience (CX). Simply put, a customer service plan serves as a roadmap for streamlining and strengthening customer support.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Confirmit

JULY 5, 2017

This year was my third year as an ACE Awards judge, and having enjoyed the category for Insight through an MR Agency last year, I grabbed that one again. This is the award for Market Research businesses who are running Voice of the Customer programs for their clients. All very “grown up” submissions.

Close the Loop 45

Close the Loop Voice of the Customer Actionable Insights CX 45

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?

VOC 70

VOC CEM Close the Loop Business Administration 70

SurveySensum

FEBRUARY 1, 2024

So, it’s super important to listen to the voice of the customer. When customers give direct and honest feedback, it helps a lot in making products better. Creating a multi-channel feedback system promotes wider customer engagement and richer insights.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 52

CX Journey

MARCH 8, 2017

Know the definition of customer experience insanity? Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. I spoke at an event last week on the topic of disrupting voice of the customer programs. And this is a very real thing.

CX 58

CX VOC Voice of the Customer Actionable Insights 58

PeopleMetrics

MARCH 5, 2018

By analyzing the dynamics of an acquisition company’s relationship with its customers and employees, business leaders become armed with the actionable insight necessary to make an informed investment decision and reduce risk. The benefits of collecting customer feedback.

Net Promoter Score 64

Net Promoter Score Customer Feedback Voice of the Customer Actionable Insights 64

SurveySensum

NOVEMBER 27, 2023

With this, you’ll not only transform a myriad of comments, ratings, and suggestions into actionable insights but also know how to prioritize improvements based on diverse user perspectives. 7 Challenges in In-App Feedback Analysis Here are the challenges that most encounter while analyzing the gathered in-app feedback.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Actionable Insights 52