Zendesk

MARCH 31, 2021

That’s why collecting customer feedback should be central to any customer experience (CX) operation. This guide will define customer feedback, explain why customer feedback is important, identify different types of customer feedback, and outline tips from customer service experts on how to make the most of it.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. Shift to modern thinking for Customer Service value truths in your current strategic planning. Customer Service rescues value from churning to competitors. Value Center?

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

Shep Hyken

DECEMBER 27, 2022

Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What is meant by customer centricity? Are customer surveys worth it?

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Lumoa

JANUARY 24, 2024

Based on the customer experience analytics you would know that people talk negatively about your customer service response times, the information available on your website, the behavior of your agents, the features of your latest product release, etc. Feedback forms, customer service tickets, online reviews… the list can go on.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

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. What is customer sentiment analysis? Why is customer sentiment analysis important? Take Gousto, for example.

Sentiment Analysis 52

Sentiment Analysis Customer Experience VOC Social Media 52

SurveySensum

MARCH 3, 2022

– With Voice of the Customer tools. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. And not just that, you can analyze the data and extract actionable insights to improve customer experience. . What are VoC tools? Top 11 voice of the customer tools in 2022.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

Shep Hyken

JANUARY 25, 2022

Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback. They discuss how CX practitioners can move away from just measuring customer feedback to driving real change in the customer’s experience. New York Times ?bestselling

VOC 57

VOC Voice of the Customer Customer Feedback CX 57

Customer Service Life

AUGUST 22, 2019

Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

PeopleMetrics

FEBRUARY 25, 2022

How is CX different from customer service? Understanding the difference between CX and customer service (CS) is vital for creating an effective CX strategy. CX refers to the sum of a customer's interactions with your company. Measure your performance using customer surveys.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Fonolo

NOVEMBER 17, 2020

That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. More than 80% of customers now say the experience a company provides is as important as its products. . More than two-thirds of service providers will move their contact centers to the cloud in 2020.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

SurveySensum

SEPTEMBER 15, 2023

5) CustomerGauge NPS system Comprehensive customer tracking Easy to use Free trial available Contact CustomerGauge 4.6 (5) 5) InMoment Customized surveys Real-time insights Comprehensive reporting None Contact InMoment 4.7 (5) SurveySensum SurveySensum is your go-to B2B service feedback tool.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

Confirmit

DECEMBER 17, 2018

Working closely with Confirmit, Bupa Global has built a solution that enables; A clear, single view of all ongoing customer surveys. One-click access to customized interactive dashboards. Access to live customer comments and text analytics. Provide access to VoC data to over 100 employees across Bupa Global.

Text Analytics 40

Text Analytics Customer Experience VOC Healthcare 40

SugarCRM

OCTOBER 11, 2021

When the account manager makes routine calls to your customer, they have complete insight into your customer service history. They can create follow-up service cases on behalf of their customer. . Sugar Market can send NPS (Net Promoter Score) and VOC (Voice of Customer) surveys to your customers.

Net Promoter Score 45

Net Promoter Score VOC Case Management Sales 45

Beyond Philosophy

JULY 21, 2022

We’re implementing a Voice of the Customer (VOC) program on a customer platform in a large business-to-business (B2B) organization. In other words, you need to encourage customers to respond. These relationships are an outstanding resource for getting responses from customers.

B2B 88

B2B Hospitality Hospitality VOC 88

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. It will tell you at what different stages you should launch customer surveys to collect feedback. . At what touchpoints and milestones should you launch feedback surveys?

B2B 52

B2B Net Promoter Score NPS Touchpoint 52

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

ClearAction

APRIL 18, 2020

As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of “Band-Aids®”, and re-allocate those resources to higher-value opportunities. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. ” – Ross Cranwell, Contact Center Performance Management: Is Sharing Customer Feedback a Mistake?

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

SurveySensum

NOVEMBER 23, 2023

Here, take a look at the tools that can help you organize, share, and analyze your NPS surveys. SurveySensum SurveySensum is a powerful NPS survey tool that helps you make customer feedback actionable. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

SurveySensum

NOVEMBER 9, 2021

What is the significance of survey response rates? How to achieve an 80% survey response rate for your B2B SaaS? Pre-notify your customers . Survey frequency . Make your survey fun and easy on the eyes. In-line email surveys . Therefore, an average survey response rate is not going to help you.

B2B 52

B2B Start-ups Net Promoter Score VOC 52