Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Inside Customer Service

MARCH 11, 2021

About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. The survey was conducted in 2020. If you read this blog with any regularity, you know I often write about the importance of having a clear customer service vision.

Contact Center 256

Contact Center Customer Feedback Gaming Customer Service 256

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. PeopleMetrics LIVE!

Net Promoter Score 118

Net Promoter Score Customer Survey VOC Customer Feedback 118

Lumoa

AUGUST 18, 2022

” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. Undefined goals.

Customer Journey Map 83

Customer Journey Map Close the Loop Customer Feedback Start-ups 83

Inside Customer Service

MARCH 16, 2023

Remote agents are more likely to work for a company that surveys their customers. Getting Service Right reveals 10 hidden and counterintuitive obstacles to outstanding customer service. Perhaps onsite managers are less structured in their approach? One bit of data from the study might back this up.

Contact Center 171

Contact Center Customer Service 171

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. What Is an NPS Software?

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Nick jokes, “it is by far one of the most difficult things in the world.”

Customer Journey Map 80

Customer Journey Map NPS Touchpoint Start-ups 80

Customer Service Life

JUNE 8, 2020

The CX Question of the Day ( #CXQOTD ) for June 4 was, “Is surveying customers absolutely necessary?” No, surveys aren’t necessary. Customers don’t need more surveys. For many companies, surveys have become a crutch. 100% of customers don’t respond to surveys.

Contact Center 114

Contact Center CX Customer Survey Customer Service 114

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Customer Service 67

Customer Service Omnichannel Customer Satisfaction Social Media 67

SurveySensum

JANUARY 10, 2024

After all, on a lazy Sunday, the last thing I wanted to do was complete a survey. Like many others, this company was passionate about improving its services and relied on customer feedback. The issue — they were sending surveys at the WRONG time. Best Times to Send a Survey in 2024 1. Let’s get started.

NPS 52

NPS Customer Feedback CX Text Analytics 52

Totango

OCTOBER 12, 2022

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn.

Sales 110

Sales Customer Retention Innovation Customer Experience 110

SurveySensum

JANUARY 17, 2024

Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? That means companies need to catch up on what two-thirds of customers think. After working with many businesses across different industries, this fact got me thinking: Why isn’t having a good survey enough?

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? The truth is, selecting the most effective surveys can be a real challenge. In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry.

B2B 52

B2B Customer Experience Manufacturing Touchpoint 52

SurveySensum

MARCH 27, 2024

Well, it could be that they are not listening to the voices of their customers properly. So, how can they customize their product according to their customer’s needs and preferences when they do not know the exact pain points of the customer? This is where customer feedback enters the picture!

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. So, what is a cancellation survey? A cancellation survey is a set of questions sent to users to determine why your customers are leaving. Happy customers stick around, right?

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

Shep Hyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. My Comment: Do your customers open your emails to them?

Customer Service 133

Customer Service Customer Loyalty CX Customer Experience 133

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Sentiment Analysis 69

Sentiment Analysis Omnichannel AI Customer Service 69

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Now, your customers need to feel safe.

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Discover our award-winning Customer Experience (C X) blog: [link]. In this PeopleMetrics LIVE! Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

Intercom, Inc.

DECEMBER 14, 2022

Through it all, we’ve focused on building delightful features for our customers – and today, we’re focusing on something a little more positive with our roundup of the biggest and best of what we’ve built for you this year. With a modern and flexible no-code design, you can support and engage customers with speed, ease, and versatility.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. Discover our award-winning Customer Experience (CX) blog: [link]. Take a look behind the curtain.

CX 133

CX Customer Experience CEM Customer Feedback 133

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

SurveySensum

OCTOBER 10, 2023

Delighted is a customer feedback platform that helps businesses gather, track, and analyze thousands of actionable customer, product, and employee feedback. It offers built-in dashboards and reports to gain a better understanding of survey results. It also offers tagging and segmenting of feedback for actionable insights.

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. This resulted in more relevant downloads and positive feedback from customers. Sounds too good to be true? Well, it’s not.

Text Analytics 52

Text Analytics NPS Outlook CX 52

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.

VOC 210

VOC CEM CX Customer Feedback 210

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

CSAT.AI

SEPTEMBER 7, 2022

The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. Why is it a big surprise when customers use abusive tactics to get what they want? Customers expectations are changing too. .

Customer Service 88

Customer Service Non-Profits Sentiment Analysis Social Media 88

SurveySensum

NOVEMBER 6, 2023

Bakery A and Bakery B competed to improve customer satisfaction. They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. What changed? What is NPS?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

CSAT.AI

DECEMBER 21, 2022

The holiday season is rife with customer service horror stories from both customers and workers. Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from: . Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from: .

Customer Service 86

Customer Service Sentiment Analysis AI CX 86

SurveySensum

SEPTEMBER 15, 2023

Are you struggling to meet your B2B clients’ ever-changing needs in today’s fast-paced service industry? In the realm of B2B service, staying attuned to client feedback is more crucial than ever. This is where customer feedback tools become essential. But what exactly a B2B service feedback tool is?

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

SurveySensum

NOVEMBER 28, 2023

Have you ever launched an NPS or CSAT survey and wondered – ‘What am I going to do with all this data?’ If you did, then this blog is for you and everyone who struggled with What to do with this feedback? And how to respond to the customers? But how to rectify it and utilize customer feedback to its true potential?

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? customers say most companies need to improve the experience they deliver.

Customer Experience 103

Customer Experience E-commerce Technology Technology 103

CSAT.AI

SEPTEMBER 29, 2022

Let’s go deeper into a few more customer success metrics. The following KPIs help you plan your strategy and monitor your revenue and costs of customer success. Customer Health Score (CHS). No, this isn’t about how many steps your customer is getting in daily or their fiber consumption (unless you’re a wellness brand).

Sentiment Analysis 106

Sentiment Analysis B2B B2C Customer Acquisition 106

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. Now it's time to design your first customer survey. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?.

Customer Survey 71

Customer Survey Customer Feedback Voice of the Customer CX 71

SurveySensum

SEPTEMBER 28, 2023

Did you know that 96% of dissatisfied customers never return to a business they’ve had a negative customer service experience with? – Forbes That’s a staggering figure that underscores the immense significance of providing exceptional customer service.

Customer Service 52

Customer Service Customer Satisfaction Actionable Insights Customer Feedback 52

Comm100

MARCH 13, 2023

Comm100’s latest higher education survey asked current students in North America what they thought about chatbots and the service that they can provide. This blog will reveal students’ opinions on chatbots, how open they are to receiving them, and the support expectations they hold of prospective schools. Read more Report 1.

Education 74

Education Social Media AI Customer Service 74