Experience Investigators

JUNE 22, 2021

Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Five ways to understand at-risk customers. Identify what happens when a customer defects. Know the ideal customer journey.

Close the Loop 108

Close the Loop Customer Journey Map Education Invoicing 108

Intercom, Inc.

OCTOBER 22, 2020

As he puts it: In the latest episode in our Scale series, Intercom’s Dee Reddy caught up with Nate to learn how to tune in to the voice of the customer, and how a holistic approach to customer experience can be the ultimate brand differentiator. As Nate puts it: The customer voice gets louder.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

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

SugarCRM

DECEMBER 2, 2021

When you integrate marketing with sales systems, marketers can extend the segmentation based on many more data points from the customer relationship. Close the Loop to Calculate the ROI of Marketing Campaign Expenses by Linking Leads to Opportunities . I hope my Top 10 list provided some inspiration.

Sales 55

Sales Net Promoter Score Close the Loop CRM 55

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. How a CSAT survey can look like. Image by Retently.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

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. Real-time Feedback: Gather feedback promptly to address customer issues and enhance satisfaction.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 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