Lumoa

FEBRUARY 28, 2023

Many businesses fall into the trap of only thinking about specific customer touchpoints—like contacting your support team—but isolating any touchpoint from the overall customer journey is dangerous: You can improve your support touchpoints, but what if your onboarding experience is awful? Your customers are sharing their experiences online.

Customer Feedback 83

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 83

SurveySensum

JANUARY 18, 2024

Being in the industry for the past 10+ years I understand the value of gathering customer feedback , so I clicked on “start survey” and set out to give my honest opinion. But what ensued was a battle with my keyboard that I hadn’t signed up for. I recently bought a new smartphone and received a customer satisfaction survey.

Customer Survey 52

Customer Survey Close the Loop Start-ups Text Analytics 52

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally. This led to the team missing out on understanding the real issues!

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Lumoa

APRIL 3, 2018

That time, customer experience management was still unknown to the most of the business doers. Don't fall into this trap. If your company focuses on following the score only , you will very happy if the NPS goes up. But what will you do if the score starts to fall? The question is, how can you measure it?

Net Promoter Score 134

Net Promoter Score NPS Touchpoint Text Analytics 134

Comm100

DECEMBER 14, 2017

But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve. Businesses need to keep innovating and improving their service, or risk being left behind.

Customer Experience 94

Customer Experience Net Promoter Score NPS Close the Loop 94

Waypoint Group

AUGUST 1, 2018

We all understand the notion of “trapped” customers due to high switching costs (i.e. We all understand the notion of “trapped” customers due to high switching costs (i.e. If you’re relying on this explicit definition to drive retention and expansion then you’re missing a better opportunity. Do you hear me?

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56