Intercom, Inc.

OCTOBER 22, 2020

And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. How a CSAT survey can look like. Image by Retently.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ClearAction

NOVEMBER 16, 2023

Even before the pandemic, non-customer-facing managers typically saw VoC as something unrelated to their work or revealing issues too big to tackle. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants. This is how customer-centricity is built.

VOC 62

VOC B2B Close the Loop Non-Profits 62

SurveySensum

JULY 21, 2023

Focus on Both – Detractors and Passives Passive customers may not express dissatisfaction like detractors , but they still hold significant value for your business. Track ALL Metrics- NPS, CES, CSAT… When it comes to measuring customer satisfaction, it’s essential not to rely solely on a single metric like Net Promoter Score.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

SurveySensum

OCTOBER 3, 2023

Customer Profile What is your age? What is your education level? Things to Understand From the Feedback Help you in identifying common interests that may influence customer’s choice of car model. This survey will identify the top reasons and motivations for your customers to buy a car in the first place.

Customer Satisfaction 52

Customer Satisfaction Social Media Finance Sales 52

Experience Investigators

MARCH 23, 2021

It’s a point of friction in some ways but it also is a necessary part of scaling customer experience. Ask your Customer Success Team, Account Managers, or other customer relationship specialists to include you in one client meeting a month. There is some inherent bias here, because they will pick the easy customer!

Customer Experience 98

Customer Experience Contact Center Close the Loop Invoicing 98

PeopleMetrics

NOVEMBER 1, 2022

To help banks improve their CX, this article will answer foundational questions about CX in banking and explore seven promising trends in the field: What is customer experience in banking? What do customers expect from banks? Why does customer experience in banking matter? What do customers expect from banks?

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62