Lumoa

FEBRUARY 28, 2023

The most common method companies use to collect feedback at scale are surveys, including: Customer Satisfaction surveys ( CSAT ) Net Promoter Score surveys ( NPS ) Customer Effort Score surveys ( CES ) Deploying surveys is a foundational part of gathering customer feedback.

Customer Feedback 83

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 83

Totango

JULY 6, 2021

You can use various methods to measure customer loyalty. Here we’ll consider five of the best ways to track it: Customer lifetime value (CLV). Current customer referrals. Customer loyalty index. Voice of the Customer SuccessBLOC. Customer Lifetime Value (CLV). Voice of the Customer SuccessBLOC.

Customer Loyalty 110

Customer Loyalty Net Promoter Score NPS Voice of the Customer 110

PeopleMetrics

JUNE 16, 2016

(If customers give feedback, they want to see something come of it. We call that “ closing the loop.”). Acting on customer feedback folds the voice of the customer into business operations. If you’re in the habit of acting on feedback, you’re continuously acting on behalf of your customers.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

PeopleMetrics

MARCH 1, 2017

Customers expect that if they take the time to provide personal feedback, then someone should take the time to provide personal follow-up. A closed-loop customer feedback management system gives institutions the tools they need to take this personal follow-up and “close the loop” on each piece of customer feedback.

Customer Feedback 99

Customer Feedback Close the Loop Voice of the Customer Case Management 99

Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts?

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

PeopleMetrics

JULY 20, 2020

Depending on your Customer Lifetime Value (CLV), this can be a complete game changer. You can set up real-time alerts that go to the appropriate person in your company who is responsible for following up with the customer and “closing the loop.” This activity alone with make your company 10x more customer-centric.

CX 163

CX CEM Close the Loop Business Administration 163

Customer Service Life

AUGUST 22, 2019

Very simply, we add one of these metrics, often CSAT, to our quality form and ask our quality coaches to help their team see the impact the service they provide has on the overall customer experience — good or bad. Listen to the voice of the customer (VOC). Note that more than one of these buckets may be part of the root cause.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Confirmit

JANUARY 16, 2020

Quickly close the loop with individual dissatisfied customers leveraging powerful Action Management or orchestrate and monitor larger, more strategic action initiatives with Action Planner. is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs.

Unstructured Data 52

Unstructured Data Sentiment Analysis Close the Loop Artificial Intelligence 52

Confirmit

JANUARY 11, 2019

However, it’s important that businesses leverage the already data available to them, rather than wasting customers’ time and good will to collect more. To do this, organizations must act on the data available and make sure they close the loop, getting back to customers to show they’re really listening.

Close the Loop 40

Close the Loop Contact Center Innovation CRM 40

Intercom, Inc.

OCTOBER 27, 2020

Above all else, Slack’s support team wants to facilitate ongoing dialogue and build lasting relationships with its customers – which, as Kristen highlights, is “where the magic happens.”. Representing the voice of the customer. The customer experience team at Slack sits within the product organization.

Close the Loop 179

Close the Loop Education Start-ups Customer Expectations 179

Qualtrics

DECEMBER 6, 2021

Introducing our native integrations with Google and Facebook reviews, which will enable businesses to power their VoC programs with insights from the channels their customers are using. Your social media and online review channels can provide a wealth of insights to fuel your voice of the customer (VoC) program.

VOC 48

VOC CX Close the Loop Social Media 48

Confirmit

NOVEMBER 16, 2020

Catalent delivers a business-wide Customer Experience Excellence program that covers 80 countries and multiple languages. 93% of new customers onboarded within 14 days in 2020. Cromwell established a multi-touchpoint VoC program to better understand customer expectations.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Execs In The Know

NOVEMBER 30, 2021

2) A Chief Customer Officer (CCO) is responsible for raising the voice of the customer, but also establishing internal partnerships to make sure the organization is unified behind the mission of improving CX. Close the loop on getting back equipment, shutting down system access, etc.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Confirmit

APRIL 18, 2019

Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores. Voice of the Customer Webinars. These companies suffer from the “Ostrich Effect.”

Net Promoter Score 40

Net Promoter Score Close the Loop Customer Journey Map Government 40

SurveySensum

FEBRUARY 16, 2023

Orgs sway from their objective of listening to the customers. The reason we launch surveys is that we want to listen to the voice of the customers , and we need reliable, honest feedback for it. That’s why closing the loop is important. Why SHOULD you color code the NPS Scale?

NPS 97

NPS Net Promoter Score Close the Loop Customer Feedback 97

PeopleMetrics

AUGUST 22, 2022

The answer to keeping your customers happy is simple: close the loop. Closed-loop customer feedback provides businesses with a reliable, structured approach to collecting, analyzing, and implementing the feedback they received from customer satisfaction surveys. What is closed loop feedback?

Customer Feedback 71

Customer Feedback CX Sentiment Analysis Close the Loop 71

Confirmit

SEPTEMBER 20, 2018

Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores. Can governance of the customer experience help to drive customer-centricity?

Net Promoter Score 40

Net Promoter Score Close the Loop Customer Journey Map Government 40

Confirmit

OCTOBER 11, 2018

Confirmit Horizons™ Version 24 is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. Eliminate customer data silos with CRM integration. Voice of the Customer Voice of the Employee Market Research Factsheets.

Unstructured Data 40

Unstructured Data Close the Loop Sentiment Analysis Artificial Intelligence 40

Confirmit

SEPTEMBER 9, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Take a look to find out how our Confirmit ACE Awards winners have used Customer Experience Management solutions to drive business change. Waters runs a global Voice of the Customer program for its Field Service operations.

Close the Loop 40

Close the Loop Voice of the Employee Voice of the Customer Touchpoint 40

Zendesk

DECEMBER 6, 2021

Co-creating with customers can help avoid service issues by inviting customers to design experiences with you proactively. Of course, listening to customers with an ongoing Voice of the Customer (VoC) program is another way to stay connected to their experiences. Deliver proactive customer experiences.

Close the Loop 98

Close the Loop VOC Start-ups Retail 98

Confirmit

APRIL 16, 2018

For quite some time, the default assumption has been that an organization’s Customer Experience (CX) team should be the exclusive owners of initiatives to listen to the Voice of the Customer (VoC) and improve the Customer Experience. Voice of the Customer Best Practices.

CRM 40

CRM Customer Experience Close the Loop VOC 40

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. What is a value chain?

VOC 48

VOC Close the Loop CXM Voice of the Customer 48

Experience Investigators

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Overcoming Challenges in Gaining Leadership Buy-In It’s common to have buy-in and excitement when launching a new program, like a more robust Voice of the Customer solution or even a new survey.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Confirmit

JULY 5, 2017

This is the award for Market Research businesses who are running Voice of the Customer programs for their clients. It’s a growing area for many forward-thinking research businesses who are able to use their technological and methodological skills to ensure companies are able to drive business change from customer feedback.

Close the Loop 45

Close the Loop Voice of the Customer Actionable Insights CX 45

Lumoa

JANUARY 24, 2024

Your role involves discerning which data points can be transformed into actions that enrich the customer experience and drive business value. This means not just listening but also interpreting and acting on what customers are communicating.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

ClearAction

DECEMBER 11, 2016

Find out what timing and modes of your CX efforts makes the most sense to customers. Establish triggers that indicate a customer’s readiness. Close the loop internally and externally to prevent recurrence of hassles. 2 ClearAction Business-to-Business Customer Experience Management Best Practices Study , 2010-2013.

Net Promoter Score 73

Net Promoter Score Customer Experience Close the Loop Customer Experience Management 73

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

SurveySensum

JULY 27, 2023

Expedia solidified its position as a travel industry leader, delivering dynamic pricing and offers that match the expectations of today’s savvy travelers – by simply listening to the voice of the customers. Gain Customer Feedback On Your Pricings & Offers with SurveySensum 4.

Retail 52

Retail Customer Feedback Close the Loop Touchpoint 52

SugarCRM

DECEMBER 2, 2021

Close the Loop to Calculate the ROI of Marketing Campaign Expenses by Linking Leads to Opportunities . There are many touchpoints in a customer relationship where marketing communications can play a vital role. Segmentation can be based on qualification and opportunity information collected by sales.

Sales 55

Sales Net Promoter Score Close the Loop CRM 55

Execs In The Know

NOVEMBER 30, 2021

2) A Chief Customer Officer (CCO) is responsible for raising the voice of the customer, but also establishing internal partnerships to make sure the organization is unified behind the mission of improving CX. Close the loop on getting back equipment, shutting down system access, etc.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

Confirmit

JULY 13, 2017

We often speak of “closing the loop” in the Customer Experience environment. And with the convergence of the MR and the CX worlds, as well as my own roles at Pulse Train and Confirmit, there are definitely some loops being closed, and new ones opened!

Close the Loop 40

Close the Loop Social Media Voice of the Employee B2B 40

SurveySensum

DECEMBER 22, 2022

And its customers were so happy that it immediately became customers’ favorite. Listening to the voice of the customer also helps you improve your products and services. Along with complaints, customers also share what they want to see in your product, a new feature, a new template, and more.

VOC 52

VOC Customer Retention Social Media Close the Loop 52

ClearAction

JANUARY 28, 2015

Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one.

Customer Experience Management 89

Customer Experience Management CXM Customer Experience Close the Loop 89

Qualtrics

MAY 30, 2019

Some ways to improve your customer service include: Offer multiple channels for support. Close the loop with customers. Implement Voice of the Customer programs. Optimize wait and response times. Use benchmark metrics like CSAT and NPS.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

ClearAction

APRIL 18, 2020

Customer experience management , as it should be managed, is alignment of the company to customers. Resolving the instance is the norm today, driven by voice-of-the-customer technology vendors’ emphasis on closing the loop with customers who rated something poorly in a survey.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Lumoa

APRIL 4, 2023

When we set out to build Lumoa, we wanted to give everyone in every company the possibility to make the right decisions based on the voice of the customer. You have heard that by feeding customer feedback to GPT, it can tell you what your customers are talking about. We want to take it many steps further.

CX 16

CX Close the Loop Text Analytics Voice of the Customer 16