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

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Discover our award-winning Customer Experience (C X) blog: [link]. In this PeopleMetrics LIVE! Watch on YouTube. ? ? ?. No problem!

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

SurveySensum

FEBRUARY 1, 2024

Ever wondered which businesses need feedback to make their products better? – Well, all of them. So, it’s super important to listen to the voice of the customer. When customers give direct and honest feedback, it helps a lot in making products better. This article shares five easy ways to do just that.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 52

SurveySensum

MARCH 20, 2024

Did you know that 72% of customers will share a positive experience with 6 or more people? If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. Now, understand the importance of creating a positive customer experience for your customers. And how to facilitate this?

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work?

B2B 118

B2B Customer Feedback Start-ups B2C 118

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Experience Investigators

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! Typically, this means collecting customer feedback.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

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

TeamSupport

APRIL 24, 2024

That's where the magic of simplified ticket management comes into play. Enter TeamSupport: a game-changing support ticket system that is revolutionizing the way support agents interact with customers, emphasizing ease of use, personalized support, and operational efficiency. TeamSupport takes this principle to heart.

Gaming 52

Gaming Customer Loyalty Customer Satisfaction Customer Service 52

Intercom, Inc.

MARCH 30, 2022

We are firm believers in the power of feedback here at Intercom – we seek it out, we offer it, and most importantly, we act on it. Tailored online customer experiences are no longer optional. In fact, 80% of online shoppers are more likely to make a purchase when brands offer personalized experiences.

Omnichannel 129

Omnichannel NPS Start-ups Customer Relationship 129

Experience Investigators

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. A lot of customer feedback is collected based on well thought-out strategies and plans, but the “acting on” this feedback is poorly defined, never assigned, or barely approached as a priority.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

Intercom, Inc.

JUNE 28, 2018

There are many reasons an organization seeks out customer feedback. Whether you’re measuring success, monitoring customer trends or gathering input for a product decision, customer feedback is an essential part of staying competitive and growing your business. Coordinate across the organization.

Customer Feedback 216

Customer Feedback Sales Customer Experience 216

SurveySensum

MARCH 4, 2024

Your company is going under a management shift. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. To address this, management launched an anonymous feedback survey which turned out to be a game-changer.

Start-ups 52

Start-ups Gaming Structured Data Construction 52

Intercom, Inc.

JANUARY 12, 2022

At Intercom we obsess about our customers’ success. Collecting customer feedback is crucial to making smart product decisions, but it can be time-consuming for both our team and our customers. There are lots of well-known, proven methods of collecting feedback, like interviews or forms.

Customer Feedback 118

Customer Feedback Start-ups Engineering Customer Satisfaction 118

SurveySensum

DECEMBER 18, 2023

In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback.

Customer Feedback 52

Customer Feedback Construction Start-ups CX 52

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. But they’re only one small piece of the customer experience data puzzle.

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. What is an Anonymous Feedback Tool? Or seeking higher response rates?

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

VOC 210

VOC CEM CX Customer Feedback 210

SurveySensum

OCTOBER 11, 2023

AskNicely is a customer feedback platform that helps businesses gather and analyze customer feedback. It specializes in Net Promoter Score surveys, enabling companies to measure customer loyalty and satisfaction. Here’s one of the customer reviews talking about it on the G2 platform.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Net Promoter Score NPS 52

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Social Media 97

Social Media Customer Satisfaction Innovation Customer Service 97

Lumoa

SEPTEMBER 1, 2022

Finally, you ask in return if the user was satisfied with the service you provided, and the user happily takes the time to chat more and explain their feedback. Here’s the reality, gathering online feedback is not as easy as it may seem. Where should feedback be collected on the website in a non-intrusive way?

Net Promoter Score 83

Net Promoter Score Artificial Intelligence NPS Customer Satisfaction 83

Experience Investigators

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Net Promoter Score 98

Net Promoter Score CX NPS Artificial Intelligence 98

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Voice of the Customer 155

Voice of the Customer Start-ups Sales Customer Feedback 155

Intercom, Inc.

JUNE 9, 2021

At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experience to a completely virtual program – within three days. It was also my first official week in the People Development Program Manager role, which certainly added to the challenge! .

Gaming 253

Gaming Engineering Start-ups Sales 253

SurveySensum

APRIL 16, 2024

From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. Inefficiencies arise in the form of silos between functions, expectations are unclear with no one listening, and feedback goes unnoticed.

Construction 52

Construction Social Media Engineering Actionable Insights 52

SurveySensum

DECEMBER 4, 2023

Collecting customer feedback is one thing, but understanding how to use it can take time and effort. Many businesses gather feedback but need help figuring out what to do next. Customers start to feel like their opinions don’t matter, and when they don’t see any changes, they quietly leave.

Customer Feedback 52

Customer Feedback Text Analytics Net Promoter Score Social Media 52

SurveySensum

OCTOBER 20, 2023

Have you ever wondered how the most successful SaaS products continue to thrive and meet the ever-evolving customer needs? By leveraging the product feedback platform. Because this platform excels in implementing Product Feedback Loop. What is a Product Feedback Loop? Why is a Product Feedback Loop Important?

Close the Loop 52

Close the Loop Social Media Customer Retention Text Analytics 52

PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. However, many customers today often feel less than satisfied with this “open-loop system.” They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up.

Customer Feedback 71

Customer Feedback CX Sentiment Analysis Close the Loop 71

SurveySensum

JANUARY 16, 2024

Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter. That’s where customer feedback comes in for your product development initiative. Their feedback will help you create top-notch products!

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

SurveySensum

JANUARY 16, 2024

Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter. That’s where customer feedback comes in for your product development initiative. Their feedback will help you create top-notch products!

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

SurveySensum

OCTOBER 4, 2023

What is an Automotive Customer Feedback Tool? How to Choose the Right Automotive Customer Feedback Tool? An automotive customer feedback tool is software designed to collect, manage, and analyze customer feedback and opinions within the automotive industry.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. Read customer reviews online, right?

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Consider the employee experience.

CX Transformation 99

CX Transformation CX VOE AI 99

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. That’s the transformative potential of harnessing customer feedback, and in the year 2023, it’s not just an option – it’s an imperative. But is it worth it?

Manufacturing 52

Manufacturing B2B NPS Compliance 52

SurveySensum

OCTOBER 17, 2023

Sarah reluctantly accepted the terms and embarked on a lengthy loan approval process To say that Sarah’s experience with the NBFC was dissatisfying would be an understatement. Sarah’s disappointing experience is not an isolated episode. But before that, let’s first understand what an NBFC customer feedback tool is.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52