Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. We had a talk with Jim on the future of customer experience and current trends in the field and wanted to share our findings with you.

Text Analytics 109

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 109

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Lumoa

JANUARY 7, 2021

With 34% of businesses now implementing customer journey mapping, it’s becoming even more important to understand how to measure it. Using customer surveys is the most common way to gather feedback from your customers throughout the customer journey. Best survey: CSAT or NPS.

Touchpoint 83

Touchpoint Customer Journey Map Social Media Text Analytics 83

PeopleMetrics

FEBRUARY 25, 2022

Over the long run, collecting feedback at critical points in the customer journey gives you the data and insights you need to make strategic and iterative improvements to your service. What is a customer feedback loop? A CX process generates data and insights through customer feedback loops.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. Weeks later, Bakery B attracted more customers, including some from Bakery A. What is NPS?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

SurveySensum

JULY 4, 2023

To get a better understanding of your customer’s needs and expectations you can incorporate the following techniques into your customer satisfaction strategy: Customer journey mapping will help you in understanding your customer interactions and key engagement areas with your brand. But how to do that?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

To get a better understanding of your customer’s needs and expectations you can incorporate the following techniques into your customer satisfaction strategy: Customer journey mapping will help you in understanding your customer interactions and key engagement areas with your brand. But how to do that?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52