Confirmit

OCTOBER 30, 2018

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Confirmit provides a tailored, multichannel VoC solution with role-based reporting and alerting capabilities.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

CX Journey

DECEMBER 27, 2017

Not seeing the results or improvements you expected to see from your customer listening efforts? There are clearly more reasons than these for VoC program ineffectiveness, but let's assume you've done everything else right up to the point where you need to do something with the feedback. Why is that? What's going on?

VOC 47

VOC Close the Loop Customer Feedback Customer Retention 47

SurveySensum

JANUARY 9, 2024

These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? What is a customer feedback loop?

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Callminer

AUGUST 6, 2019

“In any role, people need to receive feedback about how they’re doing and where they could improve. It’s no different when it comes to delivering on the customer experience. Providing employees with timely and relevant customer feedback is the most direct way to engage them in improving CX. Customers expect nothing less.

Contact Center 140

Contact Center VOC Social Media AI 140

SurveySensum

SEPTEMBER 15, 2023

This is where customer feedback tools become essential. And having a robust B2B service customer feedback platform eases your work by creating, gathering, analyzing, and acting on feedback swiftly. 5) Feedier Interactive feedback collection Feedback automation Multi-language support None Contact their team 4.5 (5)

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

Confirmit

NOVEMBER 15, 2020

After just five months, Louise successfully launched the Voice of the Customer program and created its first-ever Customer Service Week, providing staff with training to help them learn about the new VoC tool, understand results and bring customer feedback to life. 11% increase in customer orders.

CX 52

CX VOC Text Analytics Voice of the Customer 52

Experience Investigators

OCTOBER 17, 2023

Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. WHY are we collecting feedback ? The one thing they all have in common?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Confirmit

SEPTEMBER 22, 2019

By listening to feedback, understanding what customers want and delivering industry-leading value through superior customer experience AIG’s customer satisfaction rates now reach a record of 91%. With over three million satisfied customers, Empire Today is dedicated to its customers.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

PeopleMetrics

DECEMBER 12, 2017

Typically leveraged by Sales & Marketing teams, CRMs help to centralize the management of leads and improve customer relationships with ultimate objective of driving customer retention and sales growth. That’s where CEM comes into play.

CEM 84

CEM CRM Customer Relationship Management VOC 84

Experience Investigators

AUGUST 22, 2023

Embrace Your Customer Feedback If you aren’t listening to customers, how do you know what they really want? The Voice of the Customer (VoC) will guide you to improve their experience. Create a strategy to gather ratings, scores, and regular feedback from customers. Celebrate these wins with your team.

Customer Experience 52

Customer Experience CX Start-ups VOC 52

SurveySensum

NOVEMBER 10, 2023

Let’s say you run an online small bookstore where customers order books from your store and share the book reviews. You rely heavily on email and social media for customer feedback for your bookstore. It’s a time-consuming process, and often you miss important messages or suggestions from your customers.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

SurveySensum

APRIL 5, 2022

SurveyMonkey is still a generic software that doesn’t do any better to enhance the customer feedback management process. It is more of a generic survey software than a dedicated customer feedback software. You can use this VoC tool to evaluate the ease of use and customer satisfaction at multiple touchpoints.

NPS 52

NPS Sentiment Analysis Start-ups Customer Feedback 52

SurveySensum

OCTOBER 5, 2020

Click here to know more about the customer journey . Throughout this customer journey, you’ll gather customer feedback from every stage using CSAT, CES, and NPS surveys depending on each touchpoint. . CSAT or Customer Satisfaction surveys are used to gauge customer satisfaction along every touchpoint of their journey.

B2B 52

B2B Net Promoter Score NPS Touchpoint 52

Zendesk

MARCH 31, 2021

Customer feedback is an important part of any business relationship. That’s why collecting customer feedback should be central to any customer experience (CX) operation. What is customer feedback? Why is customer feedback important? Types of customer feedback.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

SurveySensum

NOVEMBER 11, 2021

It is an AI-powered adaptive model that understands all the VOC data with exceptional precision and perception. It is an ideal tool for measuring and improving customer satisfaction and loyalty through Net Promoter Score surveys. Feedback analytics. They allow them to collect, integrate, and analyze customer feedback data.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

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.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

ECXO

MARCH 21, 2023

The process involves customer research, design thinking, and user testing to develop products and services that fit seamlessly with the customer journey. Effective design incorporates user insights, customer feedback, and an understanding of customer pain-points to create engaging, intuitive experiences that delight customers.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Waypoint Group

JUNE 7, 2018

I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. Acquire Trustworthy Insights.

B2B 40

B2B VOC B2C Start-ups 40

Waypoint Group

JUNE 19, 2019

The paper is titled, “Driving Customer Retention and Expansion Through Stakeholder Engagement” and may be downloaded here , where you’ll find methods and example data-visualizations that will assist in helping an organization take a proactive stance when managing B2B customer accounts in pursuit of improving retention and accelerating expansion.

B2B 40

B2B Customer Retention Sales Customer Relationship 40

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Qualtrics

OCTOBER 26, 2015

While autonomy to act is important, employees also need to know that managers and company leaders will back up their decisions to create great customer experience. We’ve found that organizations with the most successful VoC programs are those that hold leadership trainings and designate an executive to advocate for customer initiatives.

Customer Experience 45

Customer Experience VOC Engineering CX 45

Waypoint Group

MAY 23, 2018

Many Customer Success teams measure their performance via customer retention and expansion rates. A good CS leader needs to know how well team members are strengthening customer relationships. Include the right customer contacts in your account-planning processes (i.e. Use Leading Indicators.

Non-Profits 40

Non-Profits B2B Sales Voice of the Customer 40

Totango

JUNE 4, 2019

That’s why customer-centered teams value Voice of Customer (VoC), the process of requesting, gathering, and analyzing customer feedback. It provides a direct opportunity to improve the customer experience which, in turn, makes customers more likely to remain loyal. What is Voice of Customer?

VOC 78

VOC Net Promoter Score Customer Feedback Customer Retention 78

Waypoint Group

JANUARY 14, 2015

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results. but for product usability it’s 5.89, so clearly ease-of-use is something we need to focus on in order to drive customer retention.” to 8.31 — we are improving!”

Net Promoter Score 45

Net Promoter Score B2B NPS Customer Feedback 45

CSAT.AI

APRIL 5, 2023

Customer Lifetime Value (CLV): The estimated total value a customer will bring to a business over the course of their relationship with the company. Customer Loyalty: This is shown when customers return to a business for purchases, or recommend, praise and even defend a business.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

ClearAction

JULY 21, 2016

If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. Beyond that, consider the silos of various components of customer experience management (CXM). And others are pursuing VoC actions or customer retention.

Voice of the Customer 54

Voice of the Customer B2B CXM VOC 54

SurveySensum

AUGUST 7, 2023

– You must not only meet but exceed your customer’s expectations. It’s time to unleash the potential of your B2B customer experience. With effective strategies like personalization, omnichannel customer support, and an efficient VOC Program, you pave the way for a seamless, convenient, and hassle-free customer journey.

B2B 52

B2B Customer Experience Omnichannel Customer Retention 52

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Experience Investigators

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

SurveySensum

FEBRUARY 10, 2022

Companies that lead in customer experience are now outperforming laggards by nearly 80%. . NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging customer retention and loyalty. Identify the high impact journey.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

SurveySensum

FEBRUARY 3, 2022

Companies that lead in customer experience are now outperforming laggards by nearly 80%. . NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging customer retention and loyalty. Identify the high impact journey.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

Zendesk

JANUARY 30, 2023

There are three key pieces to the customer experience puzzle: A customer-first approach, a clear understanding of the voice of the customer (VOC) , and a company-wide determination to excel. Why is customer sentiment analysis important? It should also include product usage data, interviews, and social media.

Sentiment Analysis 52

Sentiment Analysis Customer Experience VOC Social Media 52