Lumoa

SEPTEMBER 10, 2018

Sometimes they have a long history of doing surveys and they want to continue that to keep the results comparable. Certainly, they cannot start sending long customer surveys out too often. Very often, scheduling customer surveys like that leads to dissatisfied customers and slow improvement cycles.

Customer Feedback 72

Customer Feedback Text Analytics Close the Loop Hospitality 72

Lumoa

JANUARY 24, 2024

But for all the advanced features manufacturers pack into phones, the touchscreen keyboard refuses to be tamed. It allows you to close the loop with customers by prompting them to post positive feedback as a review , and it also supports over 15 languages. Noise in the data Smartphones are truly amazing devices.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

InteractionMetrics

JANUARY 16, 2020

Specifically, should you optimize your customer experience or improve it? I’ve come down on the side of customer experience optimization because improvement is just too vague. For instance, many of us equate service and manufacturing quality with the Japanese Kaizen principle ‘strive for never-ending improvement’.

Customer Experience 52

Customer Experience Net Promoter Score Text Analytics Manufacturing 52

InteractionMetrics

JANUARY 16, 2020

Specifically, should you optimize your customer experience or improve it? I’ve come down on the side of customer experience optimization because improvement is just too vague. For instance, many of us equate service and manufacturing quality with the Japanese Kaizen principle ‘strive for never-ending improvement’.

Customer Experience 52

Customer Experience Net Promoter Score Text Analytics Manufacturing 52

ClearAction

DECEMBER 16, 2017

Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? Does the answer differ when the business you’re selling to is a manufacturer versus a professional services company? The questions above will be addressed in future installments.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

SurveySensum

JUNE 19, 2023

Because if you fail to do so, there will be a serious disconnect between your customer’s expectations and the product or service you are providing, leading to lower customer satisfaction and eventually loss of business. So, how can you deliver great customer experiences if you don’t even know their needs and expectations?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Sentiment Analysis 52

Customer Bliss

APRIL 11, 2017

He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. The company decided to adopt Japanese manufacturing approaches, which often involve employees and customers getting more involved in the process. In those, customers give feedback, and Sprint responds to the feedback.

NPS 65

NPS Net Promoter Score Gaming Manufacturing 65

Beyond Philosophy

APRIL 23, 2022

Prices will never be low enough for customers. After all, have you ever got a customer survey back that said you should charge more for your product or service? Have you ever written that yourself as a customer? Of course you haven’t!

Manufacturing 15

Manufacturing Management Consulting B2B Customer Survey 15

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Qualtrics

APRIL 14, 2021

Given the size of the customers we deal with if we can transition one or two At-risk customers to become Loyal, it pays for our whole CX program”. Enterprise-size manufacturing B2B brand Tetra Pak is a leader in the field of food packaging and processing, with a mission to make food safe and available everywhere.

B2B 26

B2B Close the Loop CX B2C 26

Fonolo

MARCH 17, 2020

[Looking at the numbers] allows us to address issues, and really, that’s what we’re here for: Upgrading our dealer capabilities and, in doing so, and making them more customer-oriented.”. Hyundai entered the Canadian market in 1983 and has grown into one of the best selling foreign manufacturers in Canada. About CSPN.

Sports 67

Sports Customer Service Voice of the Customer Technology 67