Doing CX Right

OCTOBER 20, 2020

My point is that getting feedback in the right way and at the right time is essential for business success.?? . While valuable, it must not be your only method of getting customer feedback. Step 2: Turn Voice of Customer Data Into Actionable Insights. . 3: Close The Loop With Customers .

Gaming 69

Gaming VOE VOC Close the Loop 69

SurveySensum

JANUARY 17, 2024

Ensure the questions resonate with the customer’s experience and send surveys at moments when they can engage with them effectively. These practices, along with robust customer satisfaction software are game-changers, significantly boosting response rates and yielding actionable feedback.

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

ClientSuccess

MAY 25, 2023

The real-time analysis provides businesses with a concise summary of customer feedback, showcasing the top 5 things customers appreciate about your company and the top 5 recommendations for improvement.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

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). The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

SurveySensum

NOVEMBER 10, 2023

Let’s say you run an online small bookstore where customers order books from your store and share the book reviews. You rely heavily on email and social media for customer feedback for your bookstore. It’s a time-consuming process, and often you miss important messages or suggestions from your customers.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

SurveySensum

SEPTEMBER 14, 2023

In-app surveys are short surveys that are launched inside the app and help you gather customer feedback at relevant touchpoints. These smart pop-up surveys engage with the users while they’re actively using your app or website, seeking their feedback or ratings – leading to high response rates. 5) Doorbell.io

Social Media 52

Social Media Sentiment Analysis Start-ups Actionable Insights 52

Lumoa

FEBRUARY 14, 2024

Provide valuable insight into customer journeys by mapping each customer interaction Eliminate the possibility of human error impacting a customer’s interaction with the company. If used correctly, CX SaaS can help make customers feel like they are receiving special treatment.

Customer Experience 83

Customer Experience ML Social Media CX 83

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. Seriously, it’s a game-changer! What is the Impact of Customer Loyalty on Retail Success?

Customer Loyalty 52

Customer Loyalty Retail Social Media Touchpoint 52

SurveySensum

JANUARY 9, 2024

These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

SurveySensum

JULY 25, 2023

So, before you hit that send button, make sure you do customer segmentation to ensure that your B2B survey reaches the right individuals, giving you meaningful responses and actionable insights. By capturing feedback when it mattered most, they achieved higher response rates and gained valuable insights.

B2B 52

B2B Text Analytics Customer Survey Customer Satisfaction 52

SurveySensum

NOVEMBER 13, 2023

Now, you might be wondering, ‘How can I amp up my mobile CX game?’ Well, the answer lies in tapping into customer feedback , and what better way to do that than with a robust customer feedback tool ? It’s like having a magic wand to streamline your feedback process. Enter mobile survey tools.

Customer Experience 52

Customer Experience Text Analytics NPS Start-ups 52

SurveySensum

SEPTEMBER 12, 2023

One of my friends, James, uses customer feedback software to create and launch surveys, aiming to gauge his customers’ feedback. He employs a different feedback platform for the same purpose. This illustrates how in-app surveys efficiently gather customer feedback.

Non-Profits 52

Non-Profits Touchpoint Customer Feedback Actionable Insights 52

SurveySensum

NOVEMBER 15, 2023

One structured approach to collecting and harnessing product feedback is through the implementation of product feedback programs. These programs are specifically designed to streamline the process of gathering, analyzing, and acting upon customer feedback, in a well-structured manner. But do you wonder how they do it?

Transportation 52

Transportation Customer Satisfaction Customer Survey Customer Feedback 52

SurveySensum

FEBRUARY 6, 2024

We’ll also discuss how you can harness the power of a robust customer feedback platform to create and analyze effective cancellation surveys. With cancellation surveys, you can identify specific pain points in your product, pricing, or customer service that drive churn. Happy customers stick around, right?

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

SurveySensum

SEPTEMBER 1, 2023

If used properly, customer surveys can make a whopping success out of your marketing campaign. Customer surveys sent by an efficient customer feedback platform provide you with real data directly obtained from the customer, so you won’t have to do endless trials and errors and wonder what went wrong.

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52

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.

Customer Feedback 83

Customer Feedback Text Analytics Hospitality Hospitality 83

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Amen to that!

VOC 77

VOC Gaming Start-ups Actionable Insights 77

Intercom, Inc.

DECEMBER 8, 2020

Below, we highlight how a little automation can go a long way for both your customers and your team. Effective reporting contextualizes customer behavior and feedback, so you can glean actionable insights from data to provide a more positive customer experience. Track your metrics effectively with Reports.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

SurveySensum

JULY 13, 2023

They asked you about your experience with them at the right time, took action on your feedback, called you to inform you about the action taken, and took an extra step by giving you a personalized discount. If you want to follow the steps of big brands like Amazon, and Zappos who have won the game of retail customer experience?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

They asked you about your experience with them at the right time, took action on your feedback, called you to inform you about the action taken, and took an extra step by giving you a personalized discount. If you want to follow the steps of big brands like Amazon, and Zappos who have won the game of retail customer experience?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

MAY 19, 2023

Referrals : Loyal customers, and promoters, are more likely to recommend the bank to their peers or friends. Therefore, this is a cost-effective strategy to acquire new customers. Feedback and Improvement: Loyal customers tend to provide more actionable feedback.

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

InteractionMetrics

JULY 22, 2016

Look at your customer survey from many angles: The customer’s perspective—is it easy to take? An operations perspective—does it uncover actionable insights? Your CEO—will your survey engage them with the voice of the customer? Whatever the reason, a gamed system fails to produce accurate data.

Customer Survey 45

Customer Survey Touchpoint Construction Customer Loyalty 45

Zonka Feedback

DECEMBER 26, 2023

In the ever-evolving landscape of data collection and analysis, Artificial Intelligence (AI) has emerged as a game-changer for survey tools. These innovative technologies are reshaping the way we gather and interpret information, providing unprecedented insights and efficiency. Forget clunky forms and generic questions.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

Intercom, Inc.

FEBRUARY 12, 2020

We all talk a good game about the customer being the most important thing in our business. But the truth is, as most companies scale, the customer can feel further and further away. Customer empathy is often one of the first things to suffer as companies grow from startup to scale-up. Capturing actionable insights.

Engineering 193

Engineering Education Actionable Insights Sales 193

SurveySensum

JANUARY 1, 2024

It’s more than just numbers; it’s a game-changer in sparking motivation and engaging your team like never before. For instance, swift responses from your support team often lead to positive customer reviews. This direct link between positive feedback and their actions significantly boosts team morale.

VOC 52

VOC Social Media Actionable Insights Customer Satisfaction 52

SurveySensum

FEBRUARY 23, 2020

Without further ado, let’s dig into the most common mistakes that could be hurting your customer experience right now and impairing your CX game. You are not leveraging customer feedback. Most businesses just collect customer feedback but they don’t act on it. Not sure how to leverage customer feedback?

Customer Experience 52

Customer Experience Omnichannel Customer Feedback Actionable Insights 52

SurveySensum

DECEMBER 14, 2023

NPS is Not a Good Predictor of Growth or Customer Behavior NPS Only Shows a Single Dimension of Loyalty NPS Tends to Skew to the Extremes NPS Doesn’t Tell You What You Need to Fix NPS Doesn’t Tell You What is Popular NPS Doesn’t Take Consumer Demographics Into Account Gaming the NPS Score So, How Should You Measure Customer Experience? –

NPS 52

NPS Customer Experience Customer Satisfaction Actionable Insights 52

SurveySensum

MARCH 1, 2024

Now, let’s delve into the common mistakes to avoid when analyzing NPS feedback. Focusing Just on the Score, Neglecting Feedback: Yes, the businesses that prioritize customer feedback have 1.6 While it provides an overall score for customer loyalty , it overlooks crucial details.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

SurveySensum

DECEMBER 20, 2023

But here’s the challenge: How do you consistently provide excellent customer service? By collecting customer feedback ! It helps you identify where exactly are the gaps between your service and customers’ expectations. Up to 40% of customers explicitly want ‘better human service.’ How exactly?

Net Promoter Score 52

Net Promoter Score Customer Service NPS Customer Satisfaction 52

Lumoa

SEPTEMBER 11, 2023

Implementing Your Customer Experience Strategy Just as technology has made doing business more convenient, it has also opened up new frontiers for customer experience. This, in turn, has led to the rise of products like Lumoa, a software designed to cut through the clutter in customer feedback.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Lumoa

SEPTEMBER 11, 2023

Implementing Your Customer Experience Strategy Just as technology has made doing business more convenient, it has also opened up new frontiers for customer experience. This, in turn, has led to the rise of products like Lumoa, a software designed to cut through the clutter in customer feedback.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

InteractionMetrics

JANUARY 23, 2024

But until your AI has gone through many rounds of training, your text mining needs to include human researchers to ensure replicable Text is your source of the most actionable insights; it’s your survey gold ! Even worse, a do-not-reply address completely shuts down the opportunity for customer feedback outside of your survey.

Customer Survey 52

Customer Survey AI B2B CRM 52

Lumoa

APRIL 24, 2018

You won't be able to see a complete picture of your customer experience without looking at all metrics. You want to see a complete view of your customers, what's going on, trends, etc. to be able to identify actionable insights on which you can take action to improve the customer experience."

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Qualtrics

OCTOBER 29, 2020

Customer feedback. Customers are the ultimate users of your products and services and could become your brand ambassadors. They will also be the ones that want your exceptional customer service if problems arise. You can introduce elements of competition or incentives to make a game out of submitting information.

Close the Loop 26

Close the Loop Start-ups Social Media Actionable Insights 26

Qualtrics

AUGUST 22, 2019

CX in B2B is a different ball game than B2C. Alternatively, platforms like Slack and Jira can improve communications between teams responsible for your digital assets or integration into your service management toolset will help scale actions. What do we need for quality insights?

B2B 29

B2B CX B2C Close the Loop 29

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. AI has become a staple in major customer interaction platforms, from feedback mechanisms to customer relationship management systems (CRMs).

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

SurveySensum

SEPTEMBER 8, 2023

And eventually into your loyal customers. Take Action on Feedback: Customer feedback gathered from NPS surveys should be a catalyst for action. Ensure that feedback doesn’t merely sit in reports but prompts data-driven actions for improvement.

NPS 52

NPS Social Media Customer Satisfaction Customer Loyalty 52