PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. A relationship survey is used to gauge the strength of the overall relationship with a customer, and a transactional survey is used to understand how the latest interactions with customers are going.

Net Promoter Score 118

Net Promoter Score Customer Survey VOC Customer Feedback 118

Steven Van Belleghem

MARCH 27, 2023

So when Weiss founded direct-to-consumer makeup and skincare brand Glossier, it already had a cult-like following from her blog. The reason why Glossier is so extremely successful is because of its die-hard customer first culture and that’s why I wanted tell you about them. million in Series A funding.

CX 120

CX Social Media Customer Relationship Customer Feedback 120

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]. Watch on YouTube. ? ? ?.

CX 133

CX Customer Experience CEM Customer Feedback 133

InteractionMetrics

JULY 26, 2023

Everyone is talking about using AI tools to measure the customer experience. Or, if you want to read more about AI for customer experience, check out our blog here. The post Customer Experience: Could AI Tools Be Your Solution? We also explain 2 situations when they are NOT the right fit.

AI 52

AI Customer Experience Customer Feedback 52

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Outlook 113

Outlook Innovation Omnichannel Education 113

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. However, market research and Voice of the Customer (VoC) are not the same. Voice of the Customer (VoC). Voice of the Customer. Market Research. Merging the Best of Both Worlds. The reason?

VOC 226

VOC CEM Voice of the Customer Business Administration 226

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. Net Promoter Score (NPS) The NPS is a gold standard for measuring customer loyalty.

Net Promoter Score 59

Net Promoter Score CX Customer Experience NPS 59

Zonka Feedback

JULY 4, 2023

Want to measure & improve your Helpdesk Customer Experience? Check out this blog to find quick tips to get started. Exceptional Customer Service is no longer just a luxury; it's a necessity. So much so that the value of a great Customer Experience and service has surpassed factors like price and product.

Customer Experience 52

Customer Experience Customer Service 52

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Net Promoter Score 118

Net Promoter Score Customer Experience NPS Education 118

Intercom

DECEMBER 19, 2023

The potential for generative AI to revolutionize customer service was obvious from the moment we first had a conversation with ChatGPT, and our AI and Product teams sprung into action. The winning combination for customer service ? This blog post dives into the new approach we devised at Intercom to re-identify our PMF.

AI 96

AI Engineering Sports Customer Service 96

Execs In The Know

NOVEMBER 5, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc.

CX 98

CX Technology Technology Customer Experience 98

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Customer Loyalty 110

Customer Loyalty Net Promoter Score NPS Voice of the Customer 110

Logicalware

FEBRUARY 20, 2024

In our recent blog post, “ Mastering Conversation Orchestration for Enhanced Customer Experience, ” we explored the fundamentals of orchestrating conversations to create seamless customer experiences. And that’s where customer journey orchestration comes into play. What is journey orchestration?

Omnichannel 52

Omnichannel Social Media Touchpoint Start-ups 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. While it may still be too early to measure the full impact of this strategy, the early indicators are encouraging.

Sales 89

Sales Scorecard NPS Customer Acquisition 89

Intercom, Inc.

JANUARY 18, 2023

It can be quite a challenge to find and address the points of friction that are chasing your customers away. But while acquiring new customers is obviously a critical part of having a business, it’s hardly sustainable if they only ever stick around for a few months. “Are you attracting and engaging the right customers?

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap.

Customer Satisfaction 97

Customer Satisfaction Technology Technology 97

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Hodusoft

MARCH 21, 2024

Whether it is about offering customer support or managing the data, BPO plays a key role in the success of today’s businesses, connecting companies with specialized services across borders. As per a report by McKinsey , most contact centers experience average annual turnover rates of up to 60 percent each year. Let’s get started.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

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. ? ? ?. No problem!

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). blog linkedin twitter Why? "I

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Totango

SEPTEMBER 23, 2021

In this post, we’ll focus on this important customer satisfaction metric. We’ll discuss how to measure CSAT within the context of your customer lifecycle. CSAT stands for customer satisfaction or, when referred to as a key performance indicator, customer satisfaction score. What Is CSAT? CSAT Versus NPS.

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Retention 98

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

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. NPS surveys or full NPS analytics?

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. In this blog, we’ll discuss how to create goals that will take your call center to the next level. Using the S.M.A.R.T

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Hodusoft

JUNE 8, 2022

Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. Well, to measure your call center’s effectiveness, you first need to keep track of a few relevant call center metrics or key performance indicators (KPIs). .

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? 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. We’ve all been there. But fear not! Why Launch Survey?

B2B 52

B2B Customer Experience Manufacturing Touchpoint 52

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. This blog will share some of the highlights of the webinar. Consequently, so does the demand for a good customer experience.

Customer Experience 94

Customer Experience Touchpoint Start-ups CX 94

Intercom, Inc.

DECEMBER 10, 2019

This feature, if it solves a customer problem, results in measurable changes in how customers behave in your product, and ultimately this behavior change delivers an impact to your business. Essentially, any project you work on results in the shipping of a change to the product (usually but not necessarily a feature).

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

Zonka Feedback

JUNE 20, 2023

Unable to find the best NPS tool for Zendesk to measure your customer loyalty & retention in your CRM? Checkout this blog to find the list of the top 10 NPS tools you can use. Just imagine what if you lose 30% of your loyal customers? What if they leave you because of a bad experience?

NPS 40

NPS Customer Loyalty CRM 40

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

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

CXM 108

CXM CEM Customer Experience Management Customer Feedback 108

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

Customer Satisfaction 70

Customer Satisfaction Education Customer Retention Customer Relationship 70

Win the Customer

JULY 6, 2023

In today’s competitive business landscape, providing exceptional customer service is no longer just an option; it’s a necessity. To ensure consistently high levels of customer satisfaction and operational efficiency, many organizations turn to Six Sigma methodologies. What are the most common customer complaints or issues?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Satisfaction NPS 52

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 96

Innovation Government Customer Journey Map Technology 96

SurveySensum

OCTOBER 26, 2023

Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Customer Loyalty 52

Totango

APRIL 13, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not approaching customer success with a modern mindset. .

AI 91

AI Start-ups Technology Technology 91

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Net Promoter Score 96

Net Promoter Score Customer Acquisition NPS Customer Journey Map 96