SurveySensum

OCTOBER 28, 2024

Some say it can reveal everything from customer loyalty to future revenue growth. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. NPS is a legend in the world of CX KPIs.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 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 135

Retail Scorecard Sentiment Analysis Customer Service 135

SurveySensum

FEBRUARY 17, 2025

Text Categorization : AI categorizes feedback into predefined topics or custom tags, such as product issues, service complaints, or feature requests. Sentiment Analysis : The tool detects the overall sentiment of the text, labeling it as positive, negative, or neutral based on tone and context.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

SurveySensum

MARCH 10, 2025

Sentiment Analysis and Emotion Detection Words carry emotions. Thats why Sentiment Analysis and Emotion Detection are critical in Conversational Analytics. Using AI, Conversational Analytics detects whether customer feedback is positive, neutral, or negative. Wrapping Up!

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

APRIL 11, 2025

Now, you can prioritize improvements that impact customer satisfaction the most. SurveySensum’s AI-powered text and sentiment analysis software automatically tags and subtags feedback into relevant categories based on relevant keywords and themes. Numbers dont tell the whole story – customer sentiment does.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Retently

JANUARY 13, 2025

It pinpoints friction points that might otherwise go unnoticed, making it an invaluable metric for improving the customer journey. According to a Harvard Business Review article reducing customer effort increases the likelihood of a customer repurchasing by 94% and their likelihood of increasing spending by 88%.

Sentiment Analysis 117

Sentiment Analysis Net Promoter Score NPS Touchpoint 117

SurveySensum

JULY 17, 2024

The use of advanced capabilities in understanding and meeting customer needs became a vital player behind Verizon’s NPS score and helped it extract actionable insights and take prioritized action on customer feedback. Take Prioritized Action That Will Impact Your Bottom Line The Most!

NPS 52

NPS Customer Loyalty Sentiment Analysis Actionable Insights 52

SurveySensum

FEBRUARY 13, 2025

How can you convert these unhappy customers into brand advocates or encourage your promoters to do positive word of mouth and bring referrals? How can you increase your customer base, revenue, and customer loyalty ? To achieve the same, deep dive into the customers open responses and run text and sentiment analysis.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

SurveySensum

APRIL 28, 2025

Set Clear Objectives: Know Your Why Before jumping into customer surveys or feedback forms, ask yourself: What are you trying to achieve? Are you aiming to: Improve customer satisfaction ? Boost customer loyalty? Analyze the Data: Turn Feedback into Actionable Insights Data without analysis is just noise.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 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

Retently

AUGUST 5, 2024

These tools should provide the robust functionality needed to manage large volumes of feedback and gain deep insights into customer experiences. NPS is a simple yet powerful tool that measures customer loyalty. Because it provides clear, actionable insights into customer satisfaction and loyalty.

NPS 101

NPS B2B Net Promoter Score Actionable Insights 101

InteractionMetrics

APRIL 17, 2025

Medallia Medallia’s CX management software is a strong Qualtrics alternative for large companies that want real-time feedback and AI-powered insights. Its built to collect and analyze data from multiple channelsemail, social, mobile appsand turn that into clear, actionable insights.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

Execs In The Know

OCTOBER 14, 2024

AI customer feedback analysis can help businesses gather feedback effectively, understand it, and act on it faster—helping them to deliver a better customer experience (CX) and improve agent performance. This helps you get an instant, full-picture view of customer sentiment that isn’t possible by hand.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

Retently

NOVEMBER 29, 2024

– This question combines sentiment analysis with predictive engagement metrics. Customer Support Experience First-time interactions with customer support can significantly influence future customer loyalty. It concludes with actionable insights for improvement.

Start-ups 122

Start-ups Retail Actionable Insights Hospitality 122

Retently

FEBRUARY 9, 2024

Questions to Understand Customer Satisfaction 1. General Satisfaction Questions When it comes to the health of your business, customer satisfaction sits right at the heart. Customer Service Interaction Customer service representatives are often the human face of your brand during critical moments of the customer journey.

Customer Feedback 93

Customer Feedback Net Promoter Score Customer Satisfaction NPS 93

SurveySensum

OCTOBER 9, 2024

Customer Retention and Loyalty : Continuous gathering of feedback and proper action on the feedback will show your customers that their opinions matter, leading to strong customer loyalty and a higher retention rate. This segmentation will allow the company to take targeted action.

Omnichannel 52

Omnichannel Touchpoint Social Media Sentiment Analysis 52

SurveySensum

SEPTEMBER 3, 2024

NPS scores provide businesses with an overall picture of customer loyalty and satisfaction. However, this CX metric doesn’t explain the “why” behind why customers feel the way they do. And this “why” is derived from the NPS drivers analysis. However, analyzing this feedback correctly can be a real headache.

NPS 52

NPS Net Promoter Score E-commerce Actionable Insights 52

SurveySensum

MARCH 3, 2022

– 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. . Top 11 voice of the customer tools in 2022. Best Features.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Gainsight

JULY 30, 2024

Customer Metrics Top 10 Customer Experience Metrics How Do You Measure Customer Experience Metrics? Why You Need to Track Customer Experience Metrics Tracking customer experience metrics is essential for maintaining a competitive advantage and fostering customer loyalty.

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Social Listening 52

eglobalis

DECEMBER 17, 2024

This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success. Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny.

AI 364

AI CX Sentiment Analysis Net Promoter Score 364

SurveySensum

JULY 27, 2022

Or is there something else involved in creating loyal customers? . For instance, earlier we weighed customer loyalty only on the quality of products and services sold. But, it then became evident that customer loyalty also resembles the effort your customers put in to acquire your products and services.

Sentiment Analysis 52

Sentiment Analysis Touchpoint Start-ups Customer Survey 52

Lumoa

AUGUST 8, 2023

This shows the tangible, bottom-line benefits of listening to your customers. Additionally, a well-executed VoC initiative also helps in enhancing customer retention, resulting in higher customer loyalty scores, reduced customer turnover, and increased customer lifetime value through repeat purchases.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

SurveySensum

SEPTEMBER 15, 2023

5) CustomerGauge NPS system Comprehensive customer tracking Easy to use Free trial available Contact CustomerGauge 4.6 (5) 5) InMoment Customized surveys Real-time insights Comprehensive reporting None Contact InMoment 4.7 (5) It uses gamification to encourage participation and gather valuable insights from B2B clients.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

Lumoa

FEBRUARY 14, 2024

When you share the love with your customers, they will love you right back! Research from Deloitte found that companies that focused on personalization improved customer loyalty 1.5 Brands use virtual reality (VR) and augmented reality (AR) to let customers browse their products before buying them from a store or website.

Customer Experience 78

Customer Experience ML Social Media CX 78

SurveySensum

AUGUST 3, 2023

With real-time alerts, you can address critical issues promptly, ensuring timely responses to customer concerns. Medallia’s robust analytics engine transforms data into actionable insights, empowering you to make informed business decisions. Implement regular NPS surveys to gauge customer loyalty and satisfaction.

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Hodusoft

AUGUST 3, 2022

An Omnichannel contact center solution can boost your customer retention rate faster than a single channel. Businesses can leverage omnichannel communication to engage more customers and build customer loyalty. Merging the data, provides more critical insights into customer behavior, pain points, and preferences.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Zonka Feedback

OCTOBER 1, 2022

In your Product Feedback Survey, don’t just ask customers to rate your product. Do a good Sentiment Analysis of your customers and try to understand what they feel about the experience they get using your product and service. You can use metrics like NPS, CSAT, and CES to collect product ratings from customers.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

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

SurveySensum

SEPTEMBER 17, 2024

An NPS follow-up question is an open-ended question asked after the NPS loyalty question – how likely they are to recommend your product or service on a scale from 0 to 10. The follow-up question helps you understand the reason behind customers’ scores. Customers appreciate knowing that their opinions lead to real changes.

NPS 52

NPS Customer Satisfaction Actionable Insights Sentiment Analysis 52

SurveySensum

FEBRUARY 24, 2023

By taking action based on feedback, you can demonstrate to your customers that you value their opinions and are committed to delivering the best possible experience. Ultimately, this can lead to increased customer loyalty, positive word-of-mouth, and business growth.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

VOZIQ

JANUARY 1, 2024

It also involves understanding the hidden factors that lead to churn and how to drive customer loyalty. That’s why there’s a need for explainable AI, as it helps make models transparent and understandable and empowers businesses with actionable insights. Neither do all negative sentiments pose equal churn risk.

Customer Retention 40

Customer Retention AI Contact Center Sentiment Analysis 40

SurveySensum

JANUARY 12, 2024

And as consumers are increasingly seeking meaningful engagements, businesses must incorporate empathy and personalization into their customer feedback mechanisms. This article aims to provide actionable insights into humanizing customer feedback processes.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

Hodusoft

FEBRUARY 16, 2024

Improving customer satisfaction and enhancing the reputation of the company. Maintaining a competitive edge, fostering customer loyalty. Efficient monitoring of extensions ultimately helps ITSPs in enhancing productivity and delivering excellent customer experience.

Customer Experience 52

Customer Experience Artificial Intelligence Sentiment Analysis Technology 52

SurveySensum

SEPTEMBER 23, 2024

It’s like having a high-tech dashboard that tracks how your customers interact with your brand and helps you turn those interactions into actionable insights. It spots behaviors that boost your bottom line and guides you on what actions to take. Boost Customer Loyalty CX drives over two-thirds of loyalty!

CX 52

CX Customer Experience Social Media Text Analytics 52

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. Introduction We’re not here to drive the final nail into the coffin of NPS.

NPS 463

NPS Net Promoter Score VOC Actionable Insights 463

InteractionMetrics

MARCH 20, 2025

CX software: Digs deeper into analyzing customer feedback, pinpointing customer pain points, and orchestrating improvements across all channelsnot just at the lead or deal stage. Its more about optimizing experiences and customer loyalty than organizing contact info and sales pipelines. Learn more at the Forsta website.

CX 52

CX Social Media Contact Center Compliance 52

eglobalis

JANUARY 13, 2025

Through real-world examples and practical strategies, well explore how businesses can leverage these tools to enhance customer and agent experiences. Additionally, well examine key implementation challenges and offer actionable insights for successful adoption.

AI 429

AI Predictive Analytics Sentiment Analysis E-commerce 429