SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Moreover, their teams will help you with WHEN to launch WHICH survey at WHICH touchpoint.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? And no matter what, it’s important to close the loop with the customers who participated in interviews.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

Lumoa

JANUARY 19, 2023

Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. What’s more, it will help you build a link between your CX team goals and the broader company goals. What does the company want to achieve?

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

SurveySensum

APRIL 5, 2022

Organizations that are very particular about understanding their customers’ journey at multiple touchpoints and wish to deliver an end-to-end customer experience end up looking for the best alternative to SurveyMonkey. . You can use this VoC tool to evaluate the ease of use and customer satisfaction at multiple touchpoints.

NPS 52

NPS Sentiment Analysis Start-ups Customer Feedback 52

ECXO

APRIL 2, 2023

The concept of Customer Experience (CX) started well before the Digital Age going back to the development of market research and consumer theories before the Second World War. The advent of call centers followed by the emergence of enterprise feedback management systems heralded the age of CX.

Close the Loop 128

Close the Loop CX Net Promoter Score Sentiment Analysis 128

CX Journey

JULY 10, 2014

Ensure that you have the right feedback at the right time from the right customers, then glean insights, create action plans, and drive it all back to the right departments and right employees who take action at the right touchpoints at the right time. To do that, we must have the right data at our fingertips. What is the right data?

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ECXO

APRIL 2, 2023

The concept of Customer Experience (CX) started well before the Digital Age going back to the development of market research and consumer theories before the Second World War. The advent of call centers followed by the emergence of enterprise feedback management systems heralded the age of CX.

Close the Loop 98

Close the Loop Customer Experience Net Promoter Score Sentiment Analysis 98

SurveySensum

APRIL 21, 2023

Set up notifications to address feedback to close the loop. SurveySensum’s team of CX experts helps you effectively run surveys, analyze the feedback data, and focus on the right customer touchpoints for capturing feedback. It is purpose-built for managing the entire CX management process to drive business growth.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. My conversations with B2B VoC managers over the years, and even recently, indicate that most of us are falling short.

VOC 54

VOC B2B Customer Experience Close the Loop 54

PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. So what does it take to build a successful closed loop feedback program?

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? So why does the transition from market research to customer experience come so naturally to CX professionals? can all be folded into a VoC program to get answers fast. Chances are you probably know someone; and if you don't, look no further! Sean holds a Ph.D.

VOC 70

VOC CEM Close the Loop Business Administration 70

Lumoa

MARCH 20, 2018

Learn More about the role of AI in CX. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. How likely are you to recommend Net Promoter System to your CX colleagues? (on Why did you give that score?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Lumoa

MARCH 20, 2018

Learn More about the role of AI in CX. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

SurveySensum

FEBRUARY 11, 2022

Their expert CX consultants and implementation teams help you run your CX program so that you can focus on what matters the most – growth. You can use SurveySensum’s inbuilt survey templates to build effective and relevant audience-specific surveys in a few minutes at different touchpoints. Closing the loop.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer programs aim to gather and analyze customer insights, and enable you to take action in order to improve customer experience (CX) and deliver positive business outcomes to your organization. Close the loop with individual or group of customers to respond to their feedback.

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40

SurveySensum

FEBRUARY 10, 2022

Design your CX program. Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? That’s why any CX program is driven through the top leadership and the CXO, CCO, or CMO drives it across the organization. Understanding customer feedback at individual touchpoints won’t help you.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

SurveySensum

FEBRUARY 3, 2022

Design your CX program. Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? That’s why any CX program is driven through the top leadership and the CXO, CCO, or CMO drives it across the organization. Understanding customer feedback at individual touchpoints won’t help you.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

Confirmit

MAY 29, 2018

This gives you the ability to build a strategy to approach these 3 groups, for example closing the loop with your Detractors, or leveraging positive word of mouth with your promoters. For instance tracking your relationship NPS over time gives you an indication of whether your CX initiatives are having an impact on loyalty.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40