Zendesk

MARCH 31, 2021

Customer feedback is an important part of any business relationship. That’s why collecting customer feedback should be central to any customer experience (CX) operation. What is customer feedback? Why is customer feedback important? Types of customer feedback.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

PeopleMetrics

JANUARY 28, 2016

But let’s get you off that cold linoleum floor and discuss how to best use customer feedback. Here are three best practices to help you turn big data into action. Base your customer experience improvement on your ideal outcome. Improving the customer experience starts with collecting customer feedback.

Customer Feedback 83

Customer Feedback Actionable Insights Voice of the Customer Start-ups 83

SurveySensum

APRIL 28, 2025

Why Does Listening to the Voice of the Customer Matter? What do your customers really think about your brand? Heres the thing – 77% of customers have a more favourable view of brands that ask for and accept customer feedback. Thats where Voice of Customer (VoC) programs come in!

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Lumoa

FEBRUARY 28, 2023

Strategically reacting to customer feedback can increase customer loyalty and retention. In this post, you’ll learn why customer feedback is integral to your business’s success. These commonalities are elements of your customer journey —the sum of all interactions customers have with your brand.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Intercom, Inc.

FEBRUARY 12, 2020

They’re an integral part of how we build and nurture a customer-centric culture at Intercom. Bringing the voice of the customer to life. Every SaaS company has different processes for collating customer feedback and raising feature requests. Capturing actionable insights.

Engineering 193

Engineering Education Actionable Insights Sales 193

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. An organization that can act on feedback.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

PeopleMetrics

OCTOBER 25, 2017

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Time to set new customer experience goals.

CEM 122

CEM Customer Experience VOC Government 122

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. This feedback helps inform how they operate going forward.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SurveySensum

MARCH 26, 2025

Text mining is the process of the analysis and making sense of thousands of pieces of feedback, uncovering sentiments, patterns, pain points, etc, in mere minutes. From spotting customer sentiment in reviews to detecting fraud in financial reports, text mining helps businesses turn unstructured text into actionable insights.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

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

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

Execs In The Know

OCTOBER 14, 2024

What is AI customer feedback analysis? AI customer feedback analysis uses artificial intelligence to gather, analyze, and present valuable insights from customer feedback. This feedback can come from surveys, customer conversations, support ticket data, and more.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

PeopleMetrics

NOVEMBER 6, 2014

Customer data leaving you frustrated? We often find ourselves with lots of numbers representing our customers’ feedback, but few actionable insights to create the ultimate customer experience. Click on the link below to learn how to get the most out of your customer feedback.

Customer Experience 80

Customer Experience Voice of the Customer Customer Feedback Actionable Insights 80

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

Intercom

MAY 31, 2022

How to bake in a process and culture of customer feedback. Scalable customer feedback approaches. How to identify your customer advocates and become their biggest supporters. How to bake in a process and culture of customer feedback. Eabha O’Sullivan, Customer Advocacy Specialist at Intercom.

Net Promoter Score 105

Net Promoter Score Customer Feedback Construction Data Mining 105

PeopleMetrics

DECEMBER 12, 2017

While CRMs essentially capture transactional sales data and record details about a customer or account, they do not inherently reveal the customers' true sentiment and perceptions when interacting with your brand at different touchpoints. That’s where CEM comes into play. System Harmony.

CEM 84

CEM CRM Customer Relationship Management VOC 84

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 136

NPS Net Promoter Score Customer Satisfaction Customer Feedback 136

PeopleMetrics

FEBRUARY 15, 2016

Sometimes the objective can seem so big, and the actions needed to achieve it seem very unclear. Or perhaps a plethora of potential actions can give you a bit of analysis paralysis. If you're collecting customer feedback, maybe these two thoughts can help you keep working to improve the customer experience.

Close the Loop 88

Close the Loop Customer Experience Customer Feedback Actionable Insights 88

SurveySensum

FEBRUARY 1, 2024

So, it’s super important to listen to the voice of the customer. When customers give direct and honest feedback, it helps a lot in making products better. But the real magic happens when we turn this product feedback into practical steps for innovation. This article shares five easy ways to do just that.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 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. CRS Clearwater Panel Discussions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

PeopleMetrics

APRIL 29, 2016

Data overload can be a real risk to action. It can spread your people too thin, make your targets unclear, and cause analysis paralysis in your customer experience improvement. Strive for Actionable Insights in the Customer Experience. Look for actionable insights and take advantage of them.

Customer Experience 69

Customer Experience Actionable Insights Touchpoint Customer Feedback 69

Lumoa

APRIL 3, 2023

Many of B2B Customer Experience Agency’s clients require support for instance in building Voice of the Customer measurement models and governance with the natural next step being technology and tools for analyzing customer feedback and creating actionable insights.

B2B 78

B2B Customer Experience Voice of the Customer Government 78

Lumoa

JUNE 30, 2022

There are three big things you can do to promote the customer experience across your company: Measure the impact that CX has on financial or business metrics Proactively advocate for CX across the company Develop the CX team so that you can represent the voice of the customer. Representing the voice of the customer.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

PeopleMetrics

MARCH 5, 2018

By analyzing the dynamics of an acquisition company’s relationship with its customers and employees, business leaders become armed with the actionable insight necessary to make an informed investment decision and reduce risk. The benefits of collecting customer feedback.

Net Promoter Score 63

Net Promoter Score Customer Feedback Voice of the Customer Actionable Insights 63

SurveySensum

JANUARY 1, 2024

This connection between engaged employees and customer satisfaction leads us to something transformative: the Voice of the Customer (VoC). This isn’t just about collecting data but understanding what your customers truly want and need. When your team understands your customers better, they’re more motivated.

VOC 52

VOC Social Media Actionable Insights Customer Satisfaction 52

CX Journey

MARCH 8, 2017

Know the definition of customer experience insanity? Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. I spoke at an event last week on the topic of disrupting voice of the customer programs. It is time to disrupt them. Think about this first.

CX 58

CX VOC Voice of the Customer Actionable Insights 58

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

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. Companies rarely have processes in place to regularly collect feedback.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Confirmit

JULY 5, 2017

This is the award for Market Research businesses who are running Voice of the Customer programs for their clients. 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.

Close the Loop 45

Close the Loop Voice of the Customer Actionable Insights CX 45

Confirmit

SEPTEMBER 29, 2020

Our recent merger with Dapresy , a next-generation platform designed to transform data into actionable insights, makes our tech offering even stronger, providing all of our clients with greater access compelling reporting and visualizations! Voice of the Customer Voice of the Employee Market Research Best Practices.

Voice of the Employee 52

Voice of the Employee Actionable Insights Voice of the Customer Innovation 52

Execs In The Know

FEBRUARY 21, 2025

Drive Continuous Improvement: The insights gleaned from Mystery Shopping, CX, and EX research fuel a continuous improvement cycle, ensuring your brand consistently delivers exceptional experiences. Why A Combined CX and Mystery Shopping Program Matters Customer feedback, while valuable, is subjective and influenced by personal biases.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

Execs In The Know

FEBRUARY 21, 2025

Drive Continuous Improvement: The insights gleaned from Mystery Shopping, CX, and EX research fuel a continuous improvement cycle, ensuring your brand consistently delivers exceptional experiences. Why A Combined CX and Mystery Shopping Program Matters Customer feedback, while valuable, is subjective and influenced by personal biases.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

Confirmit

OCTOBER 30, 2018

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Customer feedback translates into real changes. ” Voice of the Customer Company Case Studies.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

Retently

FEBRUARY 21, 2024

In this article, we’ll guide you through crafting, placing, and analyzing impactful surveys that provide actionable data for your business growth. surveys provide actionable insights into the effectiveness of marketing strategies and boost engagement by truly valuing the voice of the customer.

Social Media 78

Social Media Engineering Customer Acquisition Retail 78

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. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78