Intercom

JANUARY 20, 2025

The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology. Keen to get started?

Customer Service 91

Customer Service Compliance AI Education 91

SurveySensum

SEPTEMBER 5, 2023

By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business. But what more can an exceptional SaaS customer experience bring to the table? This will help you address their unique pain points.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

SurveySensum

MARCH 10, 2025

With 95% of customers stating that good experiences drive loyalty, brands cant afford to ignore real-time insights from conversations. Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. Check out the following points to get a better idea of why customer loyalty is essential for banks and other financial services.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

InteractionMetrics

MARCH 13, 2025

We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience. Strengthened brand loyalty , by identifying satisfied customers and encouraging them to become active promoters of your brand.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

SurveySensum

DECEMBER 18, 2024

Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or service to their friends and family. Asian customers expect extremely impressive products/services to give a high NPS score.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. .

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

InteractionMetrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. This is where Quality Assurance tools come into play—they help pinpoint inconsistencies, monitor agent customer service performance, and highlight areas for improvement.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

Retently

MARCH 14, 2023

Yet, NPS surveys impact customer experience and the ability to identify and retain its most valuable clients. They are specifically designed to measure various areas of customer satisfaction and capture actionable insights for the brand to improve. That makes the NPS survey a tool with strong predictive potential.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

PeopleMetrics

OCTOBER 25, 2017

The stage has been set – now let’s jump right into the top 12 Reasons to Invest More in Customer Experience (CX): 1. The ROI customer experience. Building customer loyalty and increasing revenue go hand in hand. Measuring customer feedback is the first step to measuring up to your customers’ expectations.

CEM 122

CEM Customer Experience VOC Government 122

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. The question here is how customer experience managers of restaurants or hotels can influence word-of-mouth advertising. And the answer is simple – by offering what customers expect.

Customer Loyalty 75

Customer Loyalty Actionable Insights Customer Experience Management AI 75

ClearAction

DECEMBER 26, 2022

To pierce the “Excellent” glass ceiling, your customer experience strategy must shift gears. Customer Loyalty. Effectiveness : How effective was the brand at meeting customer needs? Retention : How likely is the customer to stay with the brand? These are shaped by organization-wide customer-centricity.

CX 71

CX Customer Experience VOC Legal 71

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 Expanding Revenue Channels 4. trillion by 2027 ?

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

SurveySensum

FEBRUARY 13, 2025

How can you convert these unhappy customers into brand advocates or encourage your promoters to do positive word of mouth and bring referrals? How can you increase your customer base, revenue, and customer loyalty ? Some effective ways to avoid NPS gaming are: Avoid having employees directly influence customers responses.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

InteractionMetrics

MARCH 27, 2025

The Psychology Behind Retaining Customers Now that you understand why customer retention matters, let’s take a step back and explore the psychology behind it. This is what allows you to build deeper connections and boost customer loyalty with your buyers. At its core, customer retention taps into basic human nature.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

Execs In The Know

APRIL 14, 2022

Not only did the event bring together many of the best minds in customer experience (CX) — all for a much-needed moment of COMMUNITY, CONNECTION, and BALANCE — but the event also provided a ton of learnings and actionable insights for attendees to take back to their organizations. Key Takeaways.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

SurveySensum

JANUARY 20, 2025

With the right tools and techniques, analyzing your survey data can reveal not just what your customers are saying, but how they truly feel about your products, services, and brand as a whole. Thats where sentiment analysis comes in – turning raw feedback into actionable insights. So, is it worth the investment?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Retently

FEBRUARY 9, 2024

Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth. Questions to Understand Customer Satisfaction 1.

Customer Feedback 92

Customer Feedback Net Promoter Score Customer Satisfaction NPS 92

Shep Hyken

SEPTEMBER 19, 2022

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty. Build trust.

Customer Service 57

Customer Service Social Media Artificial Intelligence Customer Loyalty 57

Execs In The Know

JANUARY 20, 2025

Customer expectations have evolved. Today, they expect seamless interactions, personalized touchpoints, and human-centered service whether theyre scrolling through social media, chatting with a bot, or walking into your store. Every interaction is an opportunity to build loyalty or lose it. So, how do brands keep up?

Customer Journey Map 52

Customer Journey Map Social Media Touchpoint Actionable Insights 52

Intercom

FEBRUARY 8, 2023

Year after year, we see customer expectations continue to increase – and 2022 brought with it a whole new juggling act. Last year, many teams were faced with the Herculean task of trying to balance headcount reductions and fewer resources with the ability to meet – and exceed – the growing expectations customers have of support.

Customer Service 59

Customer Service E-commerce Finance Business Growth 59

Retently

MARCH 18, 2024

Harness feedback, discover the key customer service survey questions that can transform your support strategy, and make every customer interaction count. In this article, we’ll hand you the guidance and specific questions necessary to probe customer satisfaction and service quality.

Customer Service 119

Customer Service Net Promoter Score NPS Customer Satisfaction 119

Retently

NOVEMBER 29, 2024

Enhance the customer experience – feedback helps you make changes that ensure future customers have an even better first experience. Remember, customers expect seamless experiences, with 66% believing businesses should anticipate their needs. It concludes with actionable insights for improvement.

Start-ups 120

Start-ups Retail Actionable Insights Hospitality 120

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. This can include analyzing customer reviews and surveys, understanding what customers are saying about the brand online, and taking steps to address any issues that may be affecting your reputation.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

SurveySensum

AUGUST 7, 2024

Did you know that companies that involve customer feedback in product development are 30% more likely to launch a successful product? This helps refine your current offerings and paves the way for creating products that don’t just meet expectations – they exceed them. Meet customer expectations or even exceed them.

Actionable Insights 52

Actionable Insights NPS Customer Satisfaction Net Promoter Score 52

Win the Customer

SEPTEMBER 11, 2023

At its core, CX success is about meeting and surpassing customer expectations at every touchpoint of their journey with your brand. They provide actionable insights into what’s working, what needs improvement, and where you should focus your resources. Essential CX Metrics for Success 1.

CX 59

CX Net Promoter Score Customer Experience NPS 59

SugarCRM

APRIL 28, 2022

In the wake of pandemic-related forces such as supply chain disruption and employee resignations, shortages in essential resources have led to staff burnout and the organization’s inability to catch up with or meet customer expectations. Essentially, businesses have struggled to create better CX against heightened customer frustration.

Artificial Intelligence 49

Artificial Intelligence CX Finance Customer Acquisition 49

Comm100

DECEMBER 14, 2017

Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve. How can we assess the competition’s customer experience strategies?

Customer Experience 133

Customer Experience Net Promoter Score NPS Close the Loop 133

SurveySensum

MARCH 14, 2024

NPS Surveys NPS surveys provide insights into overall customer loyalty and advocacy, going beyond satisfaction to gauge customers’ willingness to endorse the brand. High NPS scores indicate strong customer loyalty and positive word-of-mouth, which can lead to organic growth and the acquisition of new customers.

Customer Satisfaction 52

Customer Satisfaction Text Analytics NPS Actionable Insights 52

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. Adapting your CX to meet these higher expectations can differentiate your brand and the competition. When you share the love with your customers, they will love you right back!

Customer Experience 78

Customer Experience ML Social Media CX 78

Zendesk

APRIL 3, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of customers expect more interactions with AI in their daily life. Higher engagement from shoppers can lead to more sales, fewer abandoned carts, and deeper customer loyalty.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

Retently

APRIL 5, 2024

Enhancing the In-Store Journey A customer’s journey within a store is like a combo of senses and choices carefully designed to create a lasting impression of your brand. It’s a well-known fact that crafting a standout customer experience in retail is central to building customer loyalty and fine-tuning interactions for that magnetic draw.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Hodusoft

AUGUST 3, 2022

An Omnichannel contact center solution can boost your customer retention rate faster than a single channel. Businesses can leverage omnichannel communication to engage more customers and build customer loyalty. 90% of customers expect a seamless experience through every channel while contacting a business.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

SurveySensum

SEPTEMBER 11, 2024

This creates even more pressure on organizations to retain customers in an era where their preferences and expectations are changing quickly every day and as customer expectations change, so should CX strategies to accommodate these changes. Keep Up With The Current Trends Of CX With SurveySensum!

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

SurveySensum

OCTOBER 26, 2023

And this is what this comprehensive blog uncovers including the various aspects of customer satisfaction, how to measure customer satisfaction, and the strategies that can help you exceed customer expectations. Why should you Measure Customer Satisfaction? What is the KPI for Measuring Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Customer Loyalty 52

Execs In The Know

OCTOBER 14, 2024

AI customer feedback analysis can help businesses gather feedback effectively, understand it, and act on it faster—helping them to deliver a better customer experience (CX) and improve agent performance. With it, teams can review conversations across every channel to ensure they are consistently meeting customer expectations.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52