SurveySensum

DECEMBER 2, 2024

While Confirmit (now Forsta) may be popular, it’s often cited as complex and costly, which limits the ability of many brands to be as adaptable as they need to be in response to changing customer expectations. Users can customize surveys tailored to their branding needs with extensive options.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 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

SurveySensum

SEPTEMBER 1, 2023

The ideal method for getting this information, and possibly one of the oldest, is the customer survey. If used properly, customer surveys can make a whopping success out of your marketing campaign. When you have all the survey information, you can use it to boost your marketing strategy. Not convinced just yet?

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52

Fonolo

MAY 24, 2018

Tracking Customer Engagement. Creating strong, meaningful relationships with customers goes beyond just engaging with them. We need to measure and track how products and services affect customer expectations. Conduct customer surveys (find the root cause of long hold times). How can this be done?

Social Media 87

Social Media Contact Center Actionable Insights Customer Survey 87

InteractionMetrics

MARCH 27, 2025

Use Customer Feedback Effectively Here’s the truth: most customer surveys are terrible, and most companies arent using them properly. Thats as ineffective as it is annoying and wastes your customers’ time. But when done right, customer survey feedback is pure gold. Look at HubSpot as an example.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

SurveySensum

FEBRUARY 4, 2025

With data privacy and customer trust taking the front seat, choosing top GDPR-compliant survey platforms has become more than nice to have. In fact, according to research, companies that focus on customer expectations not only grow significantly faster but are 60% more profitable.

Compliance 52

Compliance Start-ups Healthcare AI 52

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.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

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. Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g.,

Customer Feedback 92

Customer Feedback Net Promoter Score Customer Satisfaction NPS 92

Execs In The Know

FEBRUARY 21, 2025

Brands invest a lot of time, research, and money into developing a brand promise that seeks to meet (and exceed) customer expectations. An effective brand promise should serve as a North Star that aligns all of an organizations Customer Experience, Operational Experience, User Experience, and Employee Experience objectives.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

Execs In The Know

FEBRUARY 21, 2025

Brands invest a lot of time, research, and money into developing a brand promise that seeks to meet (and exceed) customer expectations. An effective brand promise should serve as a North Star that aligns all of an organizations Customer Experience, Operational Experience, User Experience, and Employee Experience objectives.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

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. Thanks to the Internet, customer feedback has never been so accessible. Learning what your customers think about your products or services isn’t difficult.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

SurveySensum

JANUARY 16, 2025

It uses AI and other advanced capabilities to create intelligent CSAT, NPS, CES , CSI, SSI, and market research surveys to gather customer feedback and analyze them to extract actionable insights. Not just that, the survey builder comes with DIY capabilities. Overall Rating: Qualtrics scored 4.4

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Zendesk

JUNE 17, 2022

For example, the marketing department may be focused on optimizing the customer journey, but sales might see feedback collection as an opportunity to learn about customer expectations on pricing. Send actionable insights to decision-makers. Customer feedback management begins with the right tools.

Customer Feedback 98

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 98

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 Metrics.

Customer Experience 133

Customer Experience Net Promoter Score NPS Close the Loop 133

SurveySensum

SEPTEMBER 14, 2023

Have you ever wondered how you can enhance user onboarding and improve your product not just to meet customers’ expectations but to exceed them? With IN-APP SURVEYS. W hat are In-App Surveys? In-app surveys are short surveys that are launched inside the app and help you gather customer feedback at relevant touchpoints.

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

SurveySensum

NOVEMBER 2, 2023

Let’s explore this along with different types of customer feedback, how they are the building blocks for creating remarkable customer experiences, and how harnessing this feedback can propel your business to new heights of customer satisfaction and success. What is Customer Feedback? But why is it important?

Customer Feedback 52

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 52

SurveySensum

NOVEMBER 15, 2023

Apple: Customer Survey Success Google: Beta Testing Excellence Facebook: Harnessing In-App Feedback Salesforce: Customer Advisory Boards Microsoft: Employee-Driven Insights Uber: Real-Time Feedback Mechanism YouTube: Like and Dislike Buttons Reddit: Upvote and Downvote System Google: Feedback Form 1.

Transportation 52

Transportation Customer Satisfaction Customer Survey Customer Feedback 52

Hodusoft

OCTOBER 14, 2022

An estimated 66% of customers actively use three or more channels to reach out to a business. Modern customers expect to be served equally across all channels. An omnichannel contact center software can help businesses to meet this expectation. Customer survey, etc. to generate reports. Campaign management.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Execs In The Know

OCTOBER 14, 2024

With it, teams can review conversations across every channel to ensure they are consistently meeting customer expectations. Provides faster, more accurate insights AI customer feedback analysis allows organizations to identify and respond to customer information quickly.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 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.

Customer Experience 78

Customer Experience ML Social Media CX 78

SurveySensum

SEPTEMBER 30, 2024

Let’s dive into the depth of each tool and analyze their key features, and other offerings to better manage your customer expectations. Pros Create and customize dashboards to visualize key metrics and performance indicators that are most relevant to your business.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Sentiment Analysis 52

Zendesk

MARCH 7, 2024

Quality assurance In the scope of WFO, customer service quality assurance (QA) focuses on reviewing conversations to improve your support team’s performance and increase customer satisfaction. You can also use AI to automatically identify patterns in datasets, provide actionable insights, streamline routine tasks, and more.

AI 52

AI Customer Satisfaction Construction CX 52

SurveySensum

SEPTEMBER 25, 2023

Let’s explore the various ways feedback platforms collect valuable customer data. Customer Surveys: Surveys employ a direct approach by presenting a series of questions related to your video content. Adapting your video marketing based on customer feedback will increase conversions and, ultimately, ROI.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

SurveySensum

JULY 30, 2024

Overall satisfaction : Along with understanding product and feature update satisfaction, you also need to understand the overall satisfaction of your customers with your product. This will help you identify issues, understand customer expectations, and overall product performance, guiding you in making necessary changes.

Healthcare 52

Healthcare Non-Profits NPS Customer Satisfaction 52

SurveySensum

MARCH 3, 2022

By listening to the CUSTOMER. – 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. . Custom dashboard.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SurveySensum

MARCH 27, 2024

Customer feedback provides valuable insights into what aspects of products or services are working well and what needs improvement. By understanding customer needs and preferences, businesses can iterate and enhance their offerings to better meet customer expectations.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

ClearAction

JULY 11, 2023

Use data mining thoroughly in Customer Service to identify patterns in customer expectations. This identifies customers’ jobs-to-be-done : their purpose in their relationship with your brand. Think of the huge value untapped by your obsession with engaging Promoters. Tap into the 3X growth opportunity! I love it.

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

Zendesk

OCTOBER 20, 2023

Managers, supervisors, and team leads use the plan to oversee the success of customer service strategies, find areas of improvement, and ensure that teams follow the guidelines and procedures. Workflows often contain the following steps: Initial contact: The first interaction concerning a customer issue or request.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

eglobalis

AUGUST 19, 2024

This binary approach fails to capture the nuanced emotions and motivations behind customer feedback, leading to a superficial understanding of customer experiences. Lack of Actionable Insights or Simply Too Few The simplicity of NPS does not provide detailed reasons behind customer ratings. Eglobalis, [link].

NPS 438

NPS Net Promoter Score VOC Actionable Insights 438

SurveySensum

JULY 13, 2023

” This way, you not only identify the issue but also get actionable insights from your customers in improving overall CX. Want to Improve Your Retail Customer Experiences? Launch CSAT and NPS surveys to assess customer satisfaction and loyalty. Let’s answer this question! But don’t worry!

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

” This way, you not only identify the issue but also get actionable insights from your customers in improving overall CX. Want to Improve Your Retail Customer Experiences? Launch CSAT and NPS surveys to assess customer satisfaction and loyalty. Let’s answer this question! But don’t worry!

Retail 52

Retail Customer Experience Touchpoint Social Media 52

InteractionMetrics

APRIL 10, 2025

In this blog, well explore the most widely used survey methods and designs before diving into the specific types of surveys you can use to achieve specific goals and improve the customer experience. Churn / Exit Surveys When customers leave, these surveys show why. Lets start with the basics.

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Healthcare Innovation 40

InteractionMetrics

MARCH 20, 2025

We hunted for platforms that turn feedback into action and scale with your ambitions. Not every company needs customer experience software. If you have a CX team and are going to be running your own customer surveys, then you’ll want to choose the best software. Why Would You Need CX Software?

CX 52

CX Social Media Contact Center Compliance 52

Qualtrics

APRIL 14, 2021

This can lead to longer sales cycles and more resources required to meet customers’ expectations. More complex customer journeys can also lead to lower customer experience scores – Customer experience ratings were higher in B2C customers (65-80%) than B2B customers (on average scoring less than 50%).

B2B 26

B2B Close the Loop CX B2C 26

SurveySensum

NOVEMBER 26, 2024

This AI-enabled experience management solution helps you identify top customer sentiments from unstructured data with its text analysis and gives you actionable insights. Cons: It does not have specialized survey tools like Qualtrics. It does not provide its users with many custom survey templates.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52

Intercom

DECEMBER 2, 2024

Faced with a market that’s moving incredibly fast, you need to trust not only that your vendor can keep pace with what’s current, but also that their solution truly aligns with your unique business needs, company values, and customer expectations.

AI 81

AI Start-ups Customer Service Legal 81