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

Logicalware

APRIL 27, 2023

The solution to an otherwise long-winded and fragmented data collection and analysis process, Customer Insight, helps users create popular surveys quickly and allows them to customise them as much as they need. Or create a custom one from scratch! Bring to life an NPS or CSAT survey in a matter of minutes using handy templates.

Actionable Insights 52

Actionable Insights NPS CX Voice of the Customer 52

Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Satisfied customers are also paying customers, so keeping them happy also helps your bottom line. In 2024, delivering quality CX is so critical to business success that no Customer Experience Officer (CXO) can afford to overlook it.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Lumoa

APRIL 28, 2024

Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition. Additionally, Lumoa focuses on core features to ensure that your customer feels seen, heard, and understood. As a result, their NPS score went up by 10pts and they increased their response rate by 164%.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Lumoa

MARCH 12, 2023

Listening to the voice of the customer sounds appealing in theory. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. With a modern CX platform you can now create more personalized customer experiences across the board, while also streamlining your customer feedback collection.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

SurveySensum

JULY 2, 2023

Renowned for NPS, CES, and CSAT surveys , it offers a comprehensive CX program that covers every stage. This includes gathering customer feedback for analysis and actionable insights. Key Features Its text analytics features automatically tag and segment customers based on their feedback.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Zendesk

MARCH 31, 2021

How to get customer feedback. Now, we’ll discuss how to get customer feedback. Three of the most common ways are by sending customer surveys, building a community forum, and rolling out a Voice of the Customer program. Send customer surveys. There are good customer surveys and bad customer surveys.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Intercom

MAY 31, 2022

Our Advocacy team brought it to our RAD team, who had also seen it come up in the NPS. They then had two strong data points to escalate the issue and action improvements.”. Eabha O’Sullivan, Customer Advocacy Specialist at Intercom. Eabha O’Sullivan, Customer Advocacy Specialist at Intercom.

Net Promoter Score 105

Net Promoter Score Customer Feedback Construction Data Mining 105

Confirmit

OCTOBER 30, 2018

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Philadelphia Insurance uses Confirmit’s VoC solution, to listen, analyze and act on customer and agent feedback.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

Zendesk

OCTOBER 20, 2023

Document customer service workflows and processes A customer service workflow is a sequence of actions for a particular task from initiation to completion. Workflows often contain the following steps: Initial contact: The first interaction concerning a customer issue or request. Bain & Company, Inc.,

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

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

Comm100

DECEMBER 14, 2017

Customer advocates should be involved throughout the process to ensure that the solution addresses the problems identified and is something that the customer will use. In addition, they can represent the voice of the customer in ensuring that the changes are delivered in a timely and appropriate manner.

Customer Experience 94

Customer Experience Net Promoter Score NPS Close the Loop 94

Comm100

AUGUST 20, 2019

These guiding principles will drive the organization’s behavior when they are embedded into every employee, ensuring that decisions made are customer-friendly and that no action takes place without a deep consideration of how it will affect your customers. Do they know the key customer pain points you get calls on?

Contact Center 40

Contact Center Customer Experience Actionable Insights Start-ups 40

Waypoint Group

DECEMBER 18, 2019

Remind them that the rest of the company will be able to “hear” the voice of the customer by getting the unadulterated data. Reciprocity strengthens customer relationships while increasing CSM team productivity by 50%. TopBox provides Reciprocity’s CSM’s with actionable insights when preparing for customer meetings.

B2B 40

B2B Start-ups B2C Customer Satisfaction 40

Callminer

JULY 15, 2019

Join Vice President of AI Rick Britt and Senior Data Scientist Yang Liu as they break down the myth from reality on AI’s popularity and how you can turn the data captured in your call center into actionable insights. Register for 1pm BST Session. Register for Noon EST / 9am PST Session . Why Your Contact Centers are a CX Goldmine.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28