Futurelab

FEBRUARY 23, 2024

When I presented customer feedback to a global leader in steel manufacturing, the management team was very happy with the overall scores (which were pretty decent). They were especially pleased with the page where we had grouped the results based on the contribution of the customers. Feedback is not about the averages.

VOC 144

VOC B2C Manufacturing B2B 144

Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Satisfied customers are also paying customers, so keeping them happy also helps your bottom line. In 2024, delivering quality CX is so critical to business success that no Customer Experience Officer (CXO) can afford to overlook it.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Execs In The Know

MAY 4, 2023

The brand specializes in designing and manufacturing high-quality bicycles for children. O ne of the deepest for us has been the voice of the customer. It’s been a game changer because it has allowed us to build trust with both our customers and our team members. For a company of our size, this is huge.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

ClearAction

OCTOBER 20, 2015

“On the manufacturing line, my job is to produce product according to our deadlines.”. “In In customer experience management, my job is to maximize our index (e.g. NPS) scores.”. As a corporate lawyer, my job is to help the company operate as smoothly as possible for customers’ long-term well-being.”. “On

CXM 83

CXM Customer Experience Social Media Manufacturing 83

Fonolo

MAY 13, 2019

What has made it easier for him to navigate such challenges is two-fold: First, he keeps an eagle eye on key performance indicators like CSat and NPS, and findings from consumer surveys from all touchpoints (powered by a service called Voice of the Customer). About Miele.

Customer Service 96

Customer Service Contact Center Manufacturing Touchpoint 96

ClearAction

OCTOBER 20, 2015

“On the manufacturing line, my job is to produce product according to our deadlines.”. “In In customer experience management, my job is to maximize our index (e.g. NPS) scores.”. As a corporate lawyer, my job is to help the company operate as smoothly as possible for customers’ long-term well-being.”. “On

CXM 71

CXM Customer Experience Social Media Manufacturing 71

ClearAction

OCTOBER 1, 2018

This conclusion is reinforced by Temkin Groups’ annual Voice of the Customer (VoC) Maturity study. Aim: customers as brand evangelists. Reap: quick-wins >> NPS & revenue (now). earn trust >> NPS & revenue (lifetime value). ease-of-doing-business) to build trust and customer relationship strength.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63