Aquire

JULY 23, 2021

Although this online approach has made shopping easier for consumers, it has also brought unique problems for ecommerce companies — like website optimization and service over multiple digital touchpoints. All of these touchpoints need to be unified. Many companies lack the necessary insight into customer behavior and buying patterns.

Manufacturing 98

Manufacturing Retail Omnichannel Touchpoint 98

SurveySensum

MARCH 17, 2023

These statistics demonstrate the growing importance of providing a positive and personalized customer experience in the auto industry. Car manufacturers, dealers, and OEMs are utilizing customer feedback tools to understand customer expectations and improve their services accordingly.

Customer Experience 52

Customer Experience Manufacturing Entertainment Touchpoint 52

Zendesk

MAY 17, 2022

According to our CX Trends Report, 73 percent of business leaders say there’s a direct link between customer service and financial performance. If companies want to increase profitability and brand loyalty, they need to use customer feedback (like CSAT scores) to their advantage. Unmet expectations lead to dissatisfaction.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. What are their goals?

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Lumoa

SEPTEMBER 10, 2018

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. Some experts say that you should be able to reply your customer within 5 minutes, others say within 24 hours. Indeed, the faster you reply - the better.

Customer Feedback 72

Customer Feedback Text Analytics Close the Loop Hospitality 72

InteractionMetrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. The Usual Definition of Customer Experience Many companies, such as Zendesk, Oracle, etc.,

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

SurveySensum

SEPTEMBER 19, 2022

Every business wants to listen to its customers and take corrective measures. The voice of the customer gives proper insight into what customers feel and helps decision makers to update their roadmap in the direction of the customers’ expectations. Reduce customer churn. Encourage customers to co-creation.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52