SurveySensum

JULY 10, 2023

Enhance In-Store Experience (at Each Touchpoint) Does your in-store appeal enough to invite customers? Start by ensuring a user-friendly website and Mobile app with proper navigation, allowing customers to easily find what they need. Suggested Read: Seven Useful Tips from Experts to “Close the Loop” Customer Feedback 8.

Retail 52

Retail Customer Service E-commerce Social Media 52

SurveySensum

NOVEMBER 22, 2023

Use Multiple Feedback Channels Ever wondered how to open up more avenues for collecting valuable website feedback? Use Customer Names: Include the customer’s name in feedback requests or follow-ups for a more personalized touch. That’s why it’s imperative to understand which questions to be asked at which touchpoints.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

SurveySensum

MAY 19, 2023

Let’s start with the simplest one. Post-Service Resolution Surveys: If and when a customer contacts the bank regarding a problem, it’s best to follow it up with an NPS survey after the issue has been solved. This brings up the question of how banks can increase their NPS score. How Can Banks Achieve High NPS Scores?

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

SurveySensum

JULY 10, 2023

Enhance In-Store Experience (at Each Touchpoint) Does your in-store appeal enough to invite customers? Start by ensuring a user-friendly website design and navigation, allowing customers to easily find what they need. And they proactively contacted me to take a follow-up, ensuring that the issue was resolved to my satisfaction.

Retail 40

Retail Customer Service E-commerce Social Media 40

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

Lumoa

FEBRUARY 9, 2023

Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. Long-term actions are based on the analytics results of customer feedback. Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ECXO

APRIL 2, 2023

Since the start of the Digital Age roughly half a century ago, information technology (IT) has increasingly become an enabler of value to the point today where it is a fundamental pillar to the future for most organizations. 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

ECXO

APRIL 2, 2023

Since the start of the Digital Age roughly half a century ago, information technology (IT) has increasingly become an enabler of value to the point today where it is a fundamental pillar to the future for most organizations. 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

NOVEMBER 6, 2023

The Benefits of Turning NPS Feedback into Action The Right NPS Methodology Step 1: Collect NPS Feedback Regularly Step 2: Analyze your NPS Feedback Step 3: Close the Loop With your Customers Step 4: Take Action on your NPS Feedback Step 5: Communicate the Action Taken to Your Customers Conclusion What is NPS? But Why is NPS Important?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. Amidst the rush for scores, they started losing the customers, without any clue! This revelation serves as a wake-up call, prompting the company to dig deeper.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Lumoa

MARCH 20, 2018

So let’s start! Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Voice of the customer: where to start?

Customer Experience 150

Customer Experience NPS Touchpoint Net Promoter Score 150

SurveySensum

FEBRUARY 23, 2024

First, let’s start by understanding the pulse survey meaning. Sign Up For Free Free Forever • No Feature Limitation • No Credit Card Required • Get a Live Demo Now that we know there are some significant differences between pulse surveys and annual employee engagement surveys. What is a Pulse Survey?

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

Lumoa

MARCH 20, 2018

So let’s start! Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

SurveySensum

NOVEMBER 14, 2023

Here’s a brand example showcasing this tip: Amazon, the e-commerce platform gathers feedback from various channels and at multiple touchpoints across customer journeys. Use tools like Mixpanel, Google Analytics, and Heatmaps to identify the customer segment. Set up a system to regularly review and interpret the feedback you receive.

E-commerce 52

E-commerce Omnichannel Touchpoint Close the Loop 52

SurveySensum

JULY 20, 2023

On the verge of giving up, I decided to manually enter the product code, and voila! Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey. This will help you identify touchpoints with the friction, take the required action, and improve the overall retail experience.

Retail 52

Retail Customer Feedback CX Social Media 52

Lumoa

SEPTEMBER 10, 2018

Certainly, they cannot start sending long customer surveys out too often. Instead of improving the life of your customers (which is why you started collecting feedback in the first place) you end up generating more frustrations and unhappiness. But does this approach make sense? In most cases it doesn’t. The key is timing.

Customer Feedback 72

Customer Feedback Text Analytics Close the Loop Hospitality 72

Lumoa

APRIL 3, 2018

Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. 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? Don't fall into this trap.

Net Promoter Score 134

Net Promoter Score NPS Touchpoint Text Analytics 134