Experience Investigators

MARCH 23, 2021

But if you’re not careful, these steps may sabotage customer experience, leading to more customers complaining, leaving, then telling everyone they know why your company (and you) stink! As employees gain experience and move up in the organization, they often get farther away from customers. Worry about your pond.

Customer Experience 98

Customer Experience Contact Center Close the Loop Invoicing 98

PeopleMetrics

JULY 20, 2020

Customer experience should be measured the same way - continuously. After all, there is no cash without customers and employees! Start your customer experience feedback program with your most important touchpoint. Start your customer experience feedback program with your most important touchpoint.

CX 163

CX CEM Close the Loop Business Administration 163

ClearAction

APRIL 18, 2020

Growth Through Customer Experience Action Lynn Hunsaker. Customer experience annuities are a compelling source of growth that is commonly overlooked. Customer Experience Improvement Actions. Accordingly, mature customer experience management can reduce business risk.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

AUGUST 18, 2022

Furthermore, it fairly makes it easier to close the loop with the customers in the process. Many believe (and it makes sense) that customer experience can be any business’s unique value proposition against competitors. The lack of understanding on how to take customer feedback is what makes it worse.

Customer Journey Map 83

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

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Why Survey?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Why Survey?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

Experience Investigators

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

Customer Service Life

AUGUST 22, 2019

Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Customer Experience 48

Customer Experience Gambling Social Media Close the Loop 48

SurveySensum

MARCH 1, 2024

Focusing Just on the Score, Neglecting Feedback: Yes, the businesses that prioritize customer feedback have 1.6 Many companies make this mistake, using NPS as their main measure of satisfaction without considering other vital aspects of the customer experience. This isn’t just a follow-up; it’s a game-changer.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

SurveySensum

NOVEMBER 30, 2023

Measuring NPS in the fintech industry serves as an indicator of customer satisfaction and loyalty. Fintech companies that make a real effort to up their customer experience game and boost their NPS scores are setting the stage for solid and long-lasting connections with their customers.

NPS 52

NPS Close the Loop Customer Satisfaction Actionable Insights 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Waypoint Group

DECEMBER 3, 2015

B2B customers are rarely ever 1 person. This simple statement actually explains a world of customer experience complexities and implications for how a B2B company should measure their CX. Compare each account’s responses with other customers within the segment and get a true apples-to-apples benchmark for trends and outliers.

Gaming 40

Gaming B2B CX B2C 40

CX Journey

DECEMBER 27, 2017

They focus on the metric , i.e., they try to move the metric, not to improve the experience; moving the metric can actually be detrimental and cause inappropriate behavior, gaming, and other undesirables that derail from the purpose of listening to customers and does not involve the same actions required to improve the experience.

VOC 47

VOC Close the Loop Customer Feedback Customer Retention 47

SurveySensum

NOVEMBER 22, 2023

Set the Game Plan: Defining Your Feedback Goals Question yourself – what is it that you want to achieve from website feedback? To set feedback goals, pinpoint specific areas for improvement, such as user experience, conversion rates, or brand perception. Promptly resolving issues can lead to a positive customer experience.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

SurveySensum

JULY 27, 2023

Each of these examples shows how these brands have excelled in creating customized product recommendations, personalized email campaigns, memorable in-store experiences, and many more examples! Gather Feedback from Diverse Channels: Collect feedback through various touchpoints, such as surveys, and in-store interactions.

Retail 52

Retail Customer Feedback Close the Loop Touchpoint 52

Experience Investigators

APRIL 25, 2023

You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. However, like many parts of customer experience, it takes more than just words. I recently asked one organization how they defined being customer-centric. And that is great.

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

Experience Investigators

APRIL 25, 2023

You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. However, like many parts of customer experience, it takes more than just words. I recently asked one organization how they defined being customer-centric. And that is great.

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

Confirmit

JULY 13, 2017

Long before the days where mobile and social media started to truly change the game, the MR industry and the requirements of their clients looked a little bit different in the late nineties. I came back to the UK in 2007, the year Confirmit acquired Pulse Train, and I started working in the Customer Experience space.

Close the Loop 40

Close the Loop Social Media Voice of the Employee B2B 40

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. Seriously, it’s a game-changer! 7 Best Practices for Building Customer Loyalty in Retail?

Customer Loyalty 52

Customer Loyalty Retail Social Media Touchpoint 52

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 ). All the leaders were asked the same two questions : 1.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Qualtrics

JULY 2, 2019

We always strive to connect customer needs for building a great customer experience with direct impact to their business. These results can be included within your Qualtrics CX dashboards to provide an ongoing comparison, and to help prioritize customer experience activities and investments.

Innovation 39

Innovation Close the Loop Social Media NPS 39

Qualtrics

OCTOBER 29, 2020

Customers and employees will appreciate your commitment to transparency and openness. It provides reassurance that you care about their views and the overall customer experience (CX). You can introduce elements of competition or incentives to make a game out of submitting information. How to get more online suggestions.

Close the Loop 26

Close the Loop Start-ups Social Media Actionable Insights 26

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book.

VOC 52

VOC VOE Close the Loop Voice of the Customer 52

Qualtrics

MAY 29, 2019

The bar is so high right now in the travel industry when it comes to customer experience. But with travel brands also having upped their CX game in the last few years, there’s so little room at the top for brands to differentiate themselves. Discover how you can use Qualtrics to manage your online reputation.

Close the Loop 31

Close the Loop CX Gaming Customer Satisfaction 31

SurveySensum

MAY 19, 2023

It asks the customers how likely they are to recommend the company’s products or services to others, typically on a scale from 0 to 10. And an NPS score can be from -100 to 100 and can provide insights into a bank’s overall customer experience. Enhance Digital Experience: Digital banking is becoming more prevalent.

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

SurveySensum

MAY 11, 2023

Customer expectations have changed drastically, and businesses need to keep up if they want to stay competitive. So how can you stay ahead of the game? — By listening to your customers, of course! This, in turn, can lead to a better customer experience, increased customer retention, and, ultimately, growth.

NPS 52

NPS Retail Net Promoter Score Customer Satisfaction 52

Qualtrics

SEPTEMBER 24, 2019

If I were to ask you, “ are you able to confidently view the customer experience (CX) you deliver from the eyes of your customer ”, what would you say? Advances in technology and the significant volume of customer touchpoints that exist in today’s digital world mean CX has become even more complex than it was previously.

Close the Loop 20

Close the Loop CX Social Media E-commerce 20

CX Journey

APRIL 17, 2019

You'll see that one of the biggest problems addressed in this post is closing the loop - with employees and with customers. Just because you've gotten feedback from customers doesn't mean you're done listening. You must know by now that surveys are another touchpoint in the customer experience.

VOC 54

VOC Close the Loop Touchpoint Social Media 54

Qualtrics

FEBRUARY 20, 2020

Here you can get hands-on with the technology innovations driving breakthroughs with live demos and walkthroughs of Customer Experience , Employee Experience , Product Experience and Brand Experience in High Tech. Connecting customer and brand in the tech industry. Brad Olson, SVP Member Experience, Peloton.

Government 32

Government Close the Loop Gaming Innovation 32

SurveySensum

DECEMBER 20, 2023

Up to 40% of customers explicitly want ‘better human service.’ Businesses that understand and embrace these shifts have a secret weapon: they’re ahead of the game. They adapt seamlessly to these changing customer service trends, offering experiences that meet and surpass expectations.

Net Promoter Score 52

Net Promoter Score Customer Service NPS Customer Satisfaction 52

Qualtrics

JANUARY 28, 2020

Fortunately, customer service support teams have an array of contact methods and customer experience (CX) tools to improve communication and enhance satisfaction levels. Read on for five terrific ways to totally reinvent customer communications. Transform your contact center for the experience economy.

Sentiment Analysis 24

Sentiment Analysis Close the Loop Gaming Social Media 24

Qualtrics

NOVEMBER 6, 2020

Keep your customers on your app by making sure that customer feedback is taken on board. If customers see that their action within your mobile app has improved their customer experience , this will help create experiences that keep customers engaged. You can gather feedback about the app experience.

Net Promoter Score 44

Net Promoter Score Close the Loop Customer Loyalty NPS 44

Qualtrics

APRIL 30, 2019

Customer experience is everything in the airline industry. From the routes they fly to the booking process and the on-board experience, every touchpoint with customers is an opportunity for airlines to deliver breakthrough experiences that build their reputation and help them stand out in a fiercely competitive sector.

Close the Loop 42

Close the Loop Touchpoint Sports Manufacturing 42

CX Journey

APRIL 17, 2019

You'll see that one of the biggest problems addressed in this post is closing the loop - with employees and with customers. Just because you've gotten feedback from customers doesn't mean you're done listening. You must know by now that surveys are another touchpoint in the customer experience.

VOC 32

VOC Close the Loop Touchpoint Social Media 32

Qualtrics

AUGUST 22, 2019

How do I deliver a great business-to-business (B2B) customer experience (CX)? CX in B2B is a different ball game than B2C. For example, front-line staff can troubleshoot issues and close the loop with customers , while finance and billing teams must make the payment process quick and easy. Download Now.

B2B 29

B2B CX B2C Close the Loop 29