Doing CX Right

OCTOBER 20, 2020

My point is that getting feedback in the right way and at the right time is essential for business success.?? . While valuable, it must not be your only method of getting customer feedback. Step 2: Turn Voice of Customer Data Into Actionable Insights. . 3: Close The Loop With Customers . THE GAME CHANGER .

Gaming 69

Gaming VOE VOC Close the Loop 69

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. By using customer feedback, retailers can find effective resolutions for these pain points. Sounds like a plan, right?

Retail 52

Retail Customer Feedback CX Social Media 52

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd. Needless to say, the stakes are high.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Totango

NOVEMBER 15, 2023

This is why we are so proud to have received multiple leadership awards from TrustRadius in the customer success category, including: TrustRadius Best Relationship: Highlights companies that follow through on their sales and marketing promises, deliver on implementation expectations, and identify customers who would buy again.

Outlook 113

Outlook Customer Satisfaction Customer Feedback Gaming 113

PeopleMetrics

DECEMBER 9, 2014

Video game designers are experts in flow. They throw players into an alternate reality, spark action, ratchet up the difficulty, and provoke players to engage over time. A great example of how flow works in video games is Tetris. Tetris is one of the most popular video games of all time, and it’s simple and addictive.

Gaming 74

Gaming Customer Experience Voice of the Customer Education 74

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. and Chief Customer Officer 2.0.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

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. Acting on customer feedback doesn’t mean doing one thing.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

SurveySensum

JANUARY 17, 2024

Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? That means companies need to catch up on what two-thirds of customers think. And to help you level up your customer feedback game, this blog will discuss the 11 customer satisfaction survey design strategies!

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". And their feedback should always be available in real-time.

CX 163

CX CEM Close the Loop Business Administration 163

Lumoa

AUGUST 18, 2022

Recently, I read a blog by Ron Miller (author at TechCrunch and former corporate blogger for Intronis) entitled “I’m so over customer surveys” He talks about his annoyance with endless survey requests regarding company products and services. follow-up survey after 6 months). Untailored customer journey mapping.

Customer Journey Map 83

Customer Journey Map Close the Loop Customer Feedback Start-ups 83

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience ML Social Media CX 83

Intercom, Inc.

SEPTEMBER 9, 2022

We wanted to know what’s up with this surge, so we’ve asked our Director of Machine Learning, Fergal Reid , if we can pick his brain for today’s episode. Despite the work still being very much a balancing act between what’s possible and what’s feasible, things, it appears, are just starting to scale. What’s up?

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. Unsure where to start? We’ve got eight essential tips so you can start improving your contact center today. Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates.

Contact Center 148

Contact Center Social Media Start-ups Technology 148

Intercom, Inc.

AUGUST 31, 2021

With these new transactional messaging capabilities, you can reach your customers where they already are, using timely, relevant, personalized messages that are simple to set up and easy to measure – no engineering team required. 3 reasons why Intercom’s transactional messaging is a game changer. Onboarding customers.

Engineering 218

Engineering Start-ups Gaming Customer Experience 218

SurveySensum

MAY 30, 2024

We’ll cover why quantitative questions are so important, the different types you can use, and share practical examples to get you started. So, whether you’re just starting out with surveys or looking to refine your skills, stick around. Ready to level up your survey game? Ready to level up your survey game?

Net Promoter Score 52

Net Promoter Score Social Media Actionable Insights Start-ups 52

SurveySensum

SEPTEMBER 14, 2023

In-app surveys are short surveys that are launched inside the app and help you gather customer feedback at relevant touchpoints. These smart pop-up surveys engage with the users while they’re actively using your app or website, seeking their feedback or ratings – leading to high response rates. 5) Doorbell.io

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

SurveySensum

DECEMBER 19, 2023

So how do you leverage this tool to amplify customer engagement? Digital signage surveys are interactive displays that collect customer feedback in real-time. You can customize these surveys to ask specific questions related to your products or services. This real-time data collection is a game-changer for businesses.

Text Analytics 52

Text Analytics Gaming Start-ups Customer Feedback 52

Fonolo

FEBRUARY 1, 2018

You can even use music as a part of a game. Start encouraging rewards and incentives so agents feel appreciated and excited to be at work. The Game of Role Playing. People always talk about games and role playing as separate activities – consider combining them instead. How Customers Feel About Customer Feedback.

Contact Center 92

Contact Center Gaming Start-ups Customer Feedback 92

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business. How can you utilize this knowledge to enhance customer experience (CX)?

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

SurveySensum

OCTOBER 27, 2023

In today’s digital landscape, where your online reputation has the power to determine your B2B business’s fate, customer feedback stands as the cornerstone of your success. And when we say customer feedback, we mean every facet of it – not just the good but also the criticisms. Let’s dive in.

B2B 52

B2B Construction Social Media Customer Feedback 52

SurveySensum

DECEMBER 25, 2023

Additionally, the sales team, focused on acquiring new customers, lacked time to follow up with churned ones. So, to address this, they turned to SurveySensum The Solution – Step-By-Step Process Initially, they started sending CSAT surveys within 5-7 days post-purchase.

Retail 52

Retail NPS Text Analytics Customer Feedback 52

Zonka Feedback

DECEMBER 26, 2023

In the ever-evolving landscape of data collection and analysis, Artificial Intelligence (AI) has emerged as a game-changer for survey tools. The list contains names like Zonka Feedback, QuestionPro, Typeform, Qualtrics, Fillout, and many more. Forget clunky forms and generic questions. The future of surveys is here, powered by AI!

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

Beyond Philosophy

JANUARY 19, 2022

Ready Player One’s concept was an excellent idea for the fiction world but is starting to show up in the real world in a very non-fiction way. A good example would be the Pokémon Go game. However, Coca-Cola is taking their use of AR and VR beyond traditional entertainment and gaming use into new areas.

Real Estate 88

Real Estate Entertainment Gaming Technology 88

SurveySensum

NOVEMBER 13, 2023

Now, you might be wondering, ‘How can I amp up my mobile CX game?’ Well, the answer lies in tapping into customer feedback , and what better way to do that than with a robust customer feedback tool ? It’s like having a magic wand to streamline your feedback process. Enter mobile survey tools.

Customer Experience 52

Customer Experience Text Analytics NPS Start-ups 52

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. When you employ customer empathy, just like with physicians, you’re showing you’re trustworthy.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

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

Intercom, Inc.

JUNE 22, 2020

Chats and posts have many different use cases such as asking customers if they need help, announcing product updates, welcoming visitors, or onboarding new users. Use a chat to start a conversation with a user. It would look something like this: A post takes up more window space than a chat. Get user feedback.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

Steven Van Belleghem

OCTOBER 15, 2023

The film, TV, studio and streaming lines made up 66% ($55B) of the company’s revenue and 34% ($4B) of its operating profit. While the parks and experiences division – which includes cruises, live entertainment and theme parks – made up 34% ($29B) of revenue and 66% ($8B) of the operating profit.

Entertainment 67

Entertainment Non-Profits CX Gaming 67

SurveySensum

JULY 24, 2023

And to deliver that brands are diving deep into customer feedback and advanced technologies and are focusing on creating personalized experiences, targeted promotions, and even mind-blowing VR and AR shopping experiences. Retailers are jazzing up their fitting rooms with cutting-edge technologies. But wait, there’s more!

Retail 52

Retail E-commerce Customer Experience Social Media 52

Fonolo

OCTOBER 4, 2017

In this announcement , we learned that the bankruptcy court approved the PSA and Avaya can start soliciting votes. They’ve followed that up with some progress on the product front. In July, they introduced Customer Engagement Cloud. Oracle is entering the game with “ Customer Engagement Cloud ”. More Reading.

Contact Center 173

Contact Center Legal Gaming Customer Satisfaction 173

SurveySensum

AUGUST 4, 2023

In today’s competitive marketplace, building strong customer loyalty has become a game-changer for retailers. And by delivering personalized customer loyalty programs, retailers can deliver a great customer experience in retail. billion in 2022 and is projected to grow from $6.47 billion in 2023 to $28.65

Customer Loyalty 52

Customer Loyalty Retail Customer Feedback Text Analytics 52

Intercom, Inc.

FEBRUARY 13, 2018

we’ve found the short, fortnightly meeting to be a game changer. Before you start shooting invites, ask yourself a couple questions: 1. If your sales team is broken up between SMB, Mid-Market and Enterprise, you might want to include one rep from each segment. Also, nothing fires people up like a competitor.

Sales 192

Sales Customer Feedback Start-ups Gaming 192

SurveySensum

NOVEMBER 7, 2023

It’s high time that brands start focusing on creating exceptional experiences through their mobile apps as part of their broader customer experience management strategy. Well, you can start by scrolling down and exploring the 9 proven ways to improve your mobile customer experience. But how to do that?

Customer Experience 52

Customer Experience E-commerce Start-ups Social Media 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

Steven Van Belleghem

SEPTEMBER 5, 2022

That’s actually pretty fast for an EV, but compared to loading up a gas car, that is still a lot longer of course. So Tesla came up with a really cool idea in its supercharger station in Hilden, Germany, where it installed a mobile swimming pool so that Tesla passengers can have a good time while their car is getting charged.

CX 117

CX Gaming Start-ups Customer Feedback 117

SurveySensum

MAY 2, 2024

Having mastered the art of listening, let’s see how companies translate this symphony of the voice of the customers into real-world improvements through the power of closed-loop feedback. Impact of Closed Loop on Customer Service: 10 Brand Examples 1. This is the power of effective customer feedback.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52