SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. Now, understand the importance of creating a positive customer experience for your customers. Well, Customer Experience Management is the solution!

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

Retently

OCTOBER 11, 2024

This is where Quality Assurance tools come into play—they help pinpoint inconsistencies, monitor agent customer service performance, and highlight areas for improvement. By integrating these tools into your operations, you transform routine customer exchanges into opportunities for building stronger relationships and driving better outcomes.

Retail 133

Retail Scorecard Sentiment Analysis Customer Service 133

PeopleMetrics

JUNE 26, 2019

Almost every business has some sort of customer experience management ( CEM ) program. However, these data points don’t always expose easy-to-action insights. If you want to marry CX feedback data with actionable insights, you’ll need to measure: What are you customers asking and how frequently?

CX 115

CX Net Promoter Score Artificial Intelligence CEM 115

SurveySensum

SEPTEMBER 19, 2024

While Zykrr is a great customer feedback tool , it lacks in certain areas which makes it fall short in the long run. Zykrr is an end-to-end customer feedback management tool, however, like any other great tool this one has some glaring red flags that you need to be aware of before investing in it. Curious about it?

Customer Feedback 52

Customer Feedback Text Analytics Sentiment Analysis Social Media 52

Experience Investigators

JANUARY 9, 2024

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business’s success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management.

Customer Feedback 52

Customer Feedback Actionable Insights Innovation Customer Experience Management 52

PeopleMetrics

FEBRUARY 15, 2016

It's nice to experience such clarity in cause and effect: my taking an action (i.e., In the world of customer experience management , such straightforward scenarios can seem hard to come by. Sometimes the objective can seem so big, and the actions needed to achieve it seem very unclear. We'd love to talk.

Close the Loop 88

Close the Loop Customer Experience Customer Feedback Actionable Insights 88

SurveySensum

OCTOBER 17, 2023

And for this, they are required to understand the importance of gathering and analyzing customer feedback. This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Totango

FEBRUARY 11, 2022

Then, we’ll walk you through three steps for creating a solid customer experience strategy. Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. What is B2B Customer Experience? So, how do you deliver a superior B2B customer experience?

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

Retently

AUGUST 5, 2024

Customers respond on a scale of 0 to 10, and based on their answers, they’re categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). Because it provides clear, actionable insights into customer satisfaction and loyalty. It offers robust reporting tools that help you dive deep into customer feedback.

NPS 100

NPS B2B Net Promoter Score Actionable Insights 100

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. So, what exactly are these limitations?

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

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

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

SurveySensum

DECEMBER 18, 2024

It signifies that the company has more satisfied customers than dissatisfied ones but may not have fully tapped into its potential for customer advocacy. Launch, analyze, and extract actionable insights from your NPS program with SurveySensums NPS experts! a purchase or support call) provides actionable insights.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Retently

JANUARY 13, 2025

This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not). Retently: Automation and Insightful Feedback Analysis Retently is a comprehensive customer experience management platform tailored for businesses that prioritize actionable feedback.

Sentiment Analysis 115

Sentiment Analysis Net Promoter Score NPS Touchpoint 115

SurveySensum

FEBRUARY 6, 2025

What is QuestionPro Platform Overview QuestionPro is a cloud-based survey and research software platform used for creating, distributing, and analyzing customer feedback in real time. By analyzing large volumes of customer data, SurveySensum’s text analytics pinpoints key patterns and shifts in customer sentiment or behavior.

CX 52

CX Sentiment Analysis Text Analytics AI 52

SurveySensum

FEBRUARY 4, 2025

SurveySensum SurveySensum is an AI-enabled customer experience management tool with best-in-class GDPR compliance. It helps you gather and analyze customer feedback and take feedback-driven actions that drive real ROI. Therefore, Ive curated an A-list of top GDPR-compliant survey platforms.

Compliance 52

Compliance Start-ups Healthcare AI 52

SurveySensum

DECEMBER 4, 2024

Listen and Act on Feedback: Keep the surveys consistent and listen to customer feedback. More importantly, act on this feedback to make necessary improvements. Show customers that their opinions matter and that their feedback leads to change. Step 1: Conduct an NPS survey and collect feedback.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.

VOC 77

VOC Gaming Start-ups Actionable Insights 77

Lumoa

MARCH 12, 2023

Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. But customer feedback and insights are often the least accessible information in a business.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Lumoa

APRIL 24, 2018

You won't be able to see a complete picture of your customer experience without looking at all metrics. You want to see a complete view of your customers, what's going on, trends, etc. to be able to identify actionable insights on which you can take action to improve the customer experience."

NPS 126

NPS CX Net Promoter Score Close the Loop 126

SurveySensum

SEPTEMBER 24, 2024

While Numr is a great customer feedback tool , it lacks certain important features and settings, stopping you from achieving the success you are looking for. Numr is a customer experience management tool that enables businesses to predict customer’s actions by gathering and analyzing insights from surveys.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Touchpoint Non-Profits 52

Retently

DECEMBER 10, 2024

Look for key features like customization, logic branching and real-time analytics. It should also support multi-channel survey distribution and provide robust reporting tools for actionable insights. Each of these will help you select a survey tool that fits your needs and drives meaningful customer feedback.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78

Lumoa

APRIL 13, 2020

In this article, we’ll explain what voice feedback is and how you can easily generate customer insights from your customer calls. What is voice feedback? Organizations often collect customer feedback from multiple sources such as social media, emails, chat, surveys or reviews.

Text Analytics 78

Text Analytics Artificial Intelligence Machine Learning Social Media 78

PeopleMetrics

APRIL 9, 2018

So why does the transition from market research to customer experience come so naturally to CX professionals? Well for one, we are all interested in trends in customer sentiment, and in pulling actionable insights from those trends. The single source of truth.

VOC 70

VOC CEM Close the Loop Business Administration 70

Retently

JULY 11, 2018

Customer experience management ( CEM ) is also another way to refer to this methodology. That’s no speculation – according to research , customer experience will overtake both price and product as the main brand differentiator by 2020. Actionable Insight. What Is NPS2? Best Practice Learning.

NPS 68

NPS Net Promoter Score CEM Social Media 68

Lumoa

APRIL 4, 2023

There are many benefits to a customer engagement strategy. A solid customer engagement strategy produces: Meaningful connections with customers Customer feedback Increased loyalty over time These benefits build upon each other. You won’t have customer loyalty without meaningful connections.

Omnichannel 78

Omnichannel Customer Loyalty Customer Feedback Social Media 78

SurveySensum

OCTOBER 10, 2023

Delighted is a customer feedback platform that helps businesses gather, track, and analyze thousands of actionable customer, product, and employee feedback. It also offers tagging and segmenting of feedback for actionable insights. The entire process becomes time-consuming.

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

SurveySensum

JULY 2, 2023

This includes gathering customer feedback for analysis and actionable insights. Key Features Its text analytics features automatically tag and segment customers based on their feedback. Users can customize both the survey questions and design. The surveys are customizable.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

SurveySensum

MAY 24, 2024

Qualtrics is a widely used customer experience management tool that focuses on creating surveys, collecting responses, analyzing data, and generating reports to improve overall customer and employee experience. It is known for taking action on customer feedback that ACTUALLY impacts your revenue.

CX 52

CX Actionable Insights Start-ups Text Analytics 52

SurveySensum

JUNE 6, 2024

It is known for helping businesses take relevant action on customer feedback that actually drives revenue. The objective is basically to extract actionable insights, take action in time, and boost the overall customer experience while driving the CX-driven ROI. G2 Review : 4.7/5

Non-Profits 52

Non-Profits Actionable Insights Start-ups CX 52

Lumoa

JUNE 30, 2022

If you’re looking to master how to sell customer experience, getting your CX team involved in building a robust Voice of the Customer program is a great way to get started. The outcome of our VoC program should be clear analytics and reports describing your customer experience.

Customer Experience 103

Customer Experience VOC CX Voice of the Customer 103

Retently

MARCH 26, 2024

Still, if the company behind it has a reputation for poor customer service or unresponsive support, you might think twice before committing to a purchase. However, if it is known for valuing customer feedback and going above and beyond to ensure customer satisfaction, you might prefer it even if its product is slightly more expensive.

Sentiment Analysis 78

Sentiment Analysis NPS Social Media CRM 78

Experience Investigators

JANUARY 23, 2024

A joint study by McKinsey and NielsenIQ found that customers care about sustainability – and they’re willing to pay more for sustainable goods. Be a Mind Reader (Sort of) Proactive is the New Cool : Customer experience management is still relegated to reactive customer service in too many organizations, in my opinion.

Customer Experience 52

Customer Experience Close the Loop Customer Journey Map Omnichannel 52

SurveySensum

JUNE 3, 2024

Qualtrics is a powerful customer experience management tool widely recognized for its advanced features, robust analytics, and scalability. It is a preferred choice for large enterprises and organizations that require sophisticated survey tools, in-depth data analysis, and extensive customization options.

Text Analytics 52

Text Analytics Start-ups CX Close the Loop 52

SurveySensum

APRIL 21, 2023

It’s a customer experience management platform that helps companies make customer feedback actionable. Text analytics helps understand customer feedback, gauge satisfaction levels, and identify areas for improvement. Therefore you can reach out to customers through their preferred medium.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

SurveySensum

NOVEMBER 11, 2021

SurveySensum is an AI-powered end-to-end customer experience management platform that facilitates SMEs and growth-stage businesses to act effectively on your feedback. . When to launch surveys, what questions to ask, how to analyze results and prioritize actions to hit business targets, everything will be taken care of.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52