Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. Each aspect will be discussed in depth below.

Customer Feedback 92

Customer Feedback Net Promoter Score Customer Satisfaction NPS 92

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

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. In This Article: Why is Sentiment Analysis on Customer Feedback Important? What is Sentiment Analysis on Customer Feedback and How Does it Work?

Sentiment Analysis 78

Sentiment Analysis Customer Feedback Customer Experience Actionable Insights 78

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. How would you describe your experience with us?

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

SurveySensum

SEPTEMBER 19, 2023

With the help of well-crafted questions, product owners and app developers can gather relevant and actionable insights from their users. They can analyze this data using an efficient customer feedback platform , and take data-driven action. Let’s understand. Why Use In-App Surveys?

Actionable Insights 52

Actionable Insights Customer Satisfaction Touchpoint Start-ups 52

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 134

NPS Net Promoter Score Customer Satisfaction Customer Feedback 134

Retently

JULY 3, 2024

Whether you’re looking to enhance your interviews, gather detailed survey responses, or improve customer feedback , you’ll find plenty of useful tips and insights. They’re great for getting valuable insights across various contexts, such as customer feedback, team meetings or classroom discussions.

Sentiment Analysis 141

Sentiment Analysis Customer Satisfaction Start-ups Net Promoter Score 141

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

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 118

Customer Service Net Promoter Score NPS Customer Satisfaction 118

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. The goal is to better understand your customers, earn their trust, and improve customer experience. Without it, you’ll never know what a customer wants or expects.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

SurveySensum

SEPTEMBER 25, 2023

Businesses of all sizes are using videos to reach their target audience, build relationships with customers, and drive sales. The answer is simple: listen to your customers. Customer feedback is the key to creating video content that resonates with your audience and achieves your marketing goals.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

Retently

AUGUST 13, 2024

Immediate Feedback : CSAT is all about the here and now. If you need quick, actionable insights about a specific interaction, CSAT is your go-to metric. It’s perfect for situations where you want to understand how satisfied customers are right after they’ve interacted with your business. When to Use CSAT?

Customer Experience 107

Customer Experience NPS Net Promoter Score Customer Satisfaction 107

Retently

AUGUST 18, 2024

The main issue with relying solely on this snapshot is that it doesn’t account for changes over time. NPS doesn’t provide a long-term view of customer satisfaction if used as a one-time survey. Without recurring follow-ups, you risk overlooking long-term trends or emerging problems that could affect customer loyalty.

NPS 145

NPS Net Promoter Score Customer Satisfaction Customer Loyalty 145

Retently

OCTOBER 16, 2024

This is particularly useful for tracking Net Promoter Score (NPS) , as it allows you to capture a precise measure of customer loyalty at a glance. Customers appreciate the simplicity, and businesses benefit from actionable insights with minimal effort​. Easy to find. Once someone has responded, give them a break!

Customer Satisfaction 133

Customer Satisfaction Touchpoint Net Promoter Score Start-ups 133

Retently

AUGUST 12, 2024

In this guide, we’ll walk you through the best NPS software for Ecommerce and Retail so you can pick the one that’s right for you and start making those customers smile! Key Takeaways NPS mainly gauges long-term customer loyalty, being a key metric for enhancing customer experience in ecommerce and retail.

NPS 79

NPS Retail Net Promoter Score Touchpoint 79

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 77

VOC Gaming Start-ups Actionable Insights 77

Totango

FEBRUARY 6, 2020

This begins with gathering customer information from a range of sources. Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. Doing so makes sure every team is embracing a customer-centric approach.

Actionable Insights 94

Actionable Insights Touchpoint Sales Business Growth 94

Lumoa

DECEMBER 15, 2022

As a result, you can prioritize closing the loop with customers as soon as possible. If you decide to move forward with Lumoa, the platform also helps you see data from all of your customer feedback channels, whether that is from surveys, phone calls, chat conversions, or online reviews. . Direct Customer Feedback.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

Lumoa

APRIL 4, 2023

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. Loyalty’s main benefit is the opportunity to upsell.

Omnichannel 78

Omnichannel Customer Loyalty Customer Feedback Social Media 78

Retently

JULY 8, 2024

Actionable Insights : NPS surveys often include follow-up questions asking why customers gave a particular score. This qualitative feedback provides valuable insights into what you’re doing right and what needs improvement. Data Overload Continuous feedback can lead to an overwhelming amount of data.

Touchpoint 78

Touchpoint NPS Net Promoter Score Actionable Insights 78

Retently

JULY 11, 2018

However, since the market landscape evolved – shifting the focus from survey data towards a more complex customer satisfaction management approach – the more advanced NPS2 paved its way. A customer experience program is successful by focusing on the customer journey. NPS2 revolves around 4 main core topics.

NPS 68

NPS Net Promoter Score CEM Social Media 68

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. How did your latest marketing effort or product change impact your customers?

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

Retently

AUGUST 23, 2023

Thanks to the higher response rate of B2B NPS surveys, business-to-business companies can have more confidence in their data which allows them to make meaningful, effective decisions to improve customer retention. With NPS, B2Bs get actionable insights into what’s working and what’s not.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Let’s get started.

NPS 78

NPS Net Promoter Score Actionable Insights Customer Satisfaction 78

SurveySensum

SEPTEMBER 10, 2024

An NPS follow-up question enables your customers to share their experiences clearly, allowing you to gain deeper, more actionable insights into their pain points and expectations. After a customer rates your product or service on the NPS scale, the follow-up question helps you understand the WHY behind their rating.

NPS 52

NPS Net Promoter Score Text Analytics Actionable Insights 52

Retently

MAY 2, 2023

While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. Without a strong focus on these aspects, SaaS companies risk falling behind the competition and losing valuable customers.

CX 133

CX NPS Customer Satisfaction Start-ups 133

Lumoa

MARCH 24, 2022

External Benchmarks The main challenge with external benchmarks is that you need to collect data from the main competitors in your industry. However, customer experience surveys have evolved a lot since their verbal and print forms, which means that companies can now leverage a wide range of techniques to collect data.

CEM 78

CEM Net Promoter Score NPS Customer Survey 78

SurveySensum

OCTOBER 28, 2024

Using NPS as a key measure is a smart choice that can greatly improve how you make decisions, especially in making products and serving customers. By adding NPS to your business goals, you are using customer loyalty as a main tool to drive improvements and track the success of various initiatives. Let’s unravel them together!

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

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

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

SurveySensum

APRIL 16, 2024

Through the implementation of measures such as vision alignment, channel streamlining, promoting transparency, and customer feedback incorporation, leaders can unleash the power of team dynamics. Customer feedback provides an outside perspective that internal teams often lack.

Social Media 52

Social Media Construction Engineering Actionable Insights 52

Totango

FEBRUARY 6, 2020

This begins with gathering customer information from a range of sources. Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. Doing so makes sure every team is embracing a customer-centric approach.

Actionable Insights 62

Actionable Insights Touchpoint Sales Business Growth 62

SurveySensum

DECEMBER 30, 2024

SurveySensum SurveySensum is an AI-powered customer experience management platform designed to help businesses capture, analyze, and act on customer feedback in real-time. Best Features User-friendly design for easy survey creation, customization, and deployment.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Retently

APRIL 16, 2024

Let’s explore the main aspects to look into: Informed Consent : Before a respondent begins your survey, make sure they understand what the survey is for, how their data will be used, and who will have access to it. From Data to Decision-Making The ultimate goal of data visualization is to transform raw data into actionable insights.

Start-ups 101

Start-ups Education Actionable Insights Sentiment Analysis 101

SurveySensum

MAY 30, 2024

We’re here to help you create surveys that deliver clear, actionable insights. Here are the main types of quantitative survey questions: 1. ” So, start gathering insights from your customers with Likert scale questions – designed to deliver reliable and actionable insights. Sign Up Today!

Net Promoter Score 52

Net Promoter Score Social Media Actionable Insights Start-ups 52

SurveySensum

FEBRUARY 20, 2024

They offer a helpful service and have a team of essay writers who follow the instructions provided by the customer closely. In such a way, they’ve managed to identify the main pains a college student encounters and are able to offer working solutions. Additionally, consider investing in a dedicated customer feedback platform.

Engineering 52

Engineering Customer Feedback Start-ups Social Media 52

Confirmit

JULY 5, 2017

It’s a growing area for many forward-thinking research businesses who are able to use their technological and methodological skills to ensure companies are able to drive business change from customer feedback. These are signs of a fairly mature program, which despite the big talk about CX, is still a relatively unusual thing.

Close the Loop 45

Close the Loop Voice of the Customer Actionable Insights CX 45