Lumoa

JUNE 4, 2018

Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback. Leading companies in healthcare, telecommunications and banking across Nordics already benefit from real time Net Promoter Score (NPS) analytics that can handle feedback in all major languages.

Net Promoter Score 121

Net Promoter Score AI Customer Experience Machine Learning 121

Intercom, Inc.

MAY 22, 2019

It’s all part of a customer-centric philosophy that emphasizes empathy and self-awareness over a staid corporate vision. Deepa joined me for a chat about everything from ways to prioritize customer experience to going all-in on machine learning. Short on time? and “Why are they doing it?”

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

SurveySensum

JANUARY 16, 2024

Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter. That’s where customer feedback comes in for your product development initiative. Their feedback will help you create top-notch products!

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

SurveySensum

JANUARY 16, 2024

Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter. That’s where customer feedback comes in for your product development initiative. Their feedback will help you create top-notch products!

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. If you're a B2B company, you may think about the first interaction prospects have with your sales team. Touchpoints vary. Photo by Damian Gadal on Flickr).

Touchpoint 86

Touchpoint CEM Business Administration NPS 86

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

PeopleMetrics

OCTOBER 29, 2019

For B2B , we see response rates as high as 50%. If providing feedback takes longer than the actual customer experience, you have a major problem! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Watch the clock. The effort is worth it! Boost your survey health!

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

MAY 4, 2020

For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). Start with the customers who have the highest CLV, then proceed from there. For B2B companies, every recover alert should include a follow-up — no exceptions!

Close the Loop 78

Close the Loop VOC CEM NPS 78

CommBox

FEBRUARY 2, 2022

A WhatsApp business chatbot is an AI-powered conversational assistant created to engage customers automatically via the WhatsApp messaging app. Powered by machine learning capabilities, the WhatsApp business chatbot understands human behavior and communicates more naturally, just like speaking with a person.

Real Estate 98

Real Estate Artificial Intelligence Omnichannel Finance 98

CommBox

SEPTEMBER 23, 2021

Before we dive in, it’s vital to understand what chatbots are, how they enhance customer service and CX, and why chatbots are essential for business growth. Chatbots are AI-powered conversational assistants created to communicate with customers without human intervention. Create smart chatbots with self-learning capabilities.

Real Estate 59

Real Estate Machine Learning Finance Healthcare 59

PeopleMetrics

AUGUST 7, 2019

Let’s take a hypothetical example where you are the head of CX for a B2B telecommunications company. Here’s one way you can go about building an ROI case with internal data: Determine the customer lifetime value (CLV) for each of your average clients, or the average revenue you can expect from the client—say, on average, $100,000 per client.

VOC 70

VOC CEM Close the Loop Business Administration 70

SurveySensum

FEBRUARY 11, 2022

Hello Customer. Medallia is an ideal tool that pushes the limits of conventional customer feedback tools. It helps you gather feedback through surveys and offers a variety of useful features. Here are the main disadvantages of Medallia that make people look for better customer feedback tools. . GetFeedback.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

SurveySensum

SEPTEMBER 19, 2022

Take for instance, in a retail store like IKEA, customers will find it difficult to locate products. The voice of the customer can expose such intricate shortcomings in customer service that normal customer feedback systems may not provide. Voice of the customer – Visualization of data. Request a Demo.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52

Intercom, Inc.

OCTOBER 13, 2022

The industry landscape is changing, the prospects of a global recession are ever-present, and everyone is struggling to get leaner, reduce costs, increase efficiency, and increase customer satisfaction and retention. Now more than ever, businesses need to build strong, long-lasting relationships with their customers to thrive.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Lumoa

JANUARY 23, 2018

Text analytics helps in understanding the feedback. What is text analytics, or text mining, and why is it so relevant in the context of customer feedback analytics? Text analytics includes a set of techniques that structure information arriving in text format— in this case, free text customer feedback. Learn More.

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

Comm100

OCTOBER 16, 2018

However, the success of these technology investments lies in using a combination of analytics and customer feedback to make informed business decisions. Delivering personalized customer experiences. Customers that have a good customer experience with a company are 4x more likely to purchase than those that didn’t.

Customer Experience 53

Customer Experience Artificial Intelligence AI Innovation 53

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Qualtrics

FEBRUARY 26, 2019

On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple. ” I love B2B, honestly, I love it because it’s a challenge. How can we best leverage AI/machine learning to deliver real-time insights and triggers?

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132