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. Amen to that!

VOC 85

VOC Gaming Start-ups Actionable Insights 85

Retently

JULY 11, 2018

In case you are not familiar with NPS2, we will further explore this next generation methodology, its main concepts and the factors that determined such Net Promoter Score evolution. Customer experience management ( CEM ) is also another way to refer to this methodology. NPS2 revolves around 4 main core topics.

NPS 81

NPS Net Promoter Score CEM Social Media 81

Lumoa

JUNE 30, 2022

That’s a limited view because your customers have many different touchpoints with your product and brand over time. Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

SurveySensum

NOVEMBER 26, 2024

What is Medallia – Platform Overview Medallia is an experience management platform that uses experience data points called signals to help drive growth. This AI-enabled experience management solution helps you identify top customer sentiments from unstructured data with its text analysis and gives you actionable insights.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. External Benchmarks The main challenge with external benchmarks is that you need to collect data from the main competitors in your industry.

CEM 78

CEM Net Promoter Score NPS Customer Survey 78

SurveySensum

DECEMBER 4, 2024

Acting on the feedback and improving the services show how much you value the customers, further increasing loyalty. → Read more about what is a good NPS score ! Use an omnichannel approach to reach your customers where they prefer to engage. This can lead to delays in addressing customer concerns, which could be damaging.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Lumoa

APRIL 4, 2023

You won’t have customer loyalty without meaningful connections. And without feedback, you won’t be able to improve, which stunts growth and customer loyalty. Loyalty’s main benefit is the opportunity to upsell. Image Source Another great example is Hootsuite, a social media management company.

Omnichannel 78

Omnichannel Customer Loyalty Customer Feedback Social Media 78

Lumoa

MARCH 12, 2023

With a modern CX platform you can now create more personalized customer experiences across the board, while also streamlining your customer feedback collection. Actionable insights and learnings that help your business grow. Their ultimate goal is to enable you to improve the customer experience.

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

NOVEMBER 11, 2021

Even though Qualtrics is a top-tier management solution that allows you to create and analyze customer and employee surveys, people still try to switch to different Qualtrics competitors. High pricing and low collaboration features have also pulled the customers from Qualtrics. The Merger! Not user-friendly. Too Pricey.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Lumoa

SEPTEMBER 11, 2023

Setting Goals and Budgeting For best results with customer experience, you need to be hitting your targets regularly. Your chief goal should be broken down into more manageable objectives that can be completed according to a timetable. That means you need to see a monthly rise of at least 5% to achieve consistent results.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

SEPTEMBER 11, 2023

Setting Goals and Budgeting For best results with customer experience, you need to be hitting your targets regularly. Your chief goal should be broken down into more manageable objectives that can be completed according to a timetable. That means you need to see a monthly rise of at least 5% to achieve consistent results.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

SurveySensum

SEPTEMBER 14, 2020

It’s their job to keep the customer happy. Anna Muchnik, Digital Marketing Manager at Itransition says, “Empathy and emotional intelligence are now the main differentiators when it comes to competition for employees and customers alike. Every customer requires a unique solution and more personalization.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

Retently

MARCH 26, 2024

InMoment Dashboard Description: The platform is particularly praised for integrating various types of customer experience data (including customer experience, employee experience, marketing experience, and product experience), allowing companies to draw actionable insights.

Sentiment Analysis 78

Sentiment Analysis NPS Social Media CRM 78

SurveySensum

OCTOBER 3, 2024

Are you truly listening to the voice of your customers ? SurveySensum is the one customer experience management tool that can help you answer these questions. It analyzes website feedback to enhance user experience, navigation, and page quality. Price: Picreel pricing plans start at $9.99/month.

Engineering 52

Engineering Text Analytics Start-ups Net Promoter Score 52

Qualtrics

SEPTEMBER 24, 2019

It’s about gathering and distributing actionable customer insights across the whole of the organization. For example,” says Aimee, “how does your CX team share actionable insights across the business? Is it done in such a way that allows people to diagnose customer pain points?

CX 22

CX Close the Loop Actionable Insights Innovation 22

SurveySensum

MAY 19, 2023

Acting on the feedback and improving the services show how much you value the customers, further increasing loyalty. Reasons Why You Should Measure NPS in Banks and Other Financial Services Following are some of the main reasons you should measure NPS in banks and other financial services.

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

Qualtrics

AUGUST 22, 2019

How do I deliver a great business-to-business (B2B) customer experience (CX)? By 2020, Accenture Interactive predicts digital CX will be the main differentiator for B2B companies. Experience data , like NPS or text and voice sentiment , tells you why your program performed the way it did. And with good reason.

B2B 29

B2B CX B2C Close the Loop 29

SurveySensum

NOVEMBER 25, 2024

While Medallia is a powerful tool for customer experience management , it’s not always the perfect fit for every business. What is Medallia – The Introduction Medallia is one of the pioneers in customer and employee experience management. Using Medallia for your CX goals?

Text Analytics 52

Text Analytics Sentiment Analysis NPS Customer Feedback 52