Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? So let’s start!

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

C3Centricity

JULY 27, 2021

I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. During this time, I have seen some great successes and some tragic failures in trying to make customers Raving Fans.

B2C 127

B2C Customer Acquisition B2B Customer Satisfaction 127

SurveySensum

DECEMBER 28, 2020

But, they were struggling a lot in retaining those customers! The most common reason behind their failure was – they were not making any use of the voice of the customer data. . What is the Voice of the Customer? What is my overall NPS score?’ ‘Are Are my customers loyal enough?’ ‘How

VOC 98

VOC B2C Social Media Voice of the Customer 98

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 100

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 100

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 99

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 99

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 97

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 97

PeopleMetrics

DECEMBER 19, 2014

You have been working hard to get your CEO to buy into the need to get closer to customers. But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals. You have the green light to start to ask customers for feedback! Or is it something more?

Net Promoter Score 83

Net Promoter Score Voice of the Customer B2B B2C 83

Aquire

OCTOBER 19, 2021

On the contrary, you need robust customer analytics to understand complex customer behavior – especially in a digital world where customers go through multiple stages and are willing to conduct a whole load of research to determine what to buy and when. What are customer analytics? Voice of customer analytics.

Social Media 97

Social Media Net Promoter Score NPS Omnichannel 97

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. While it shines in NPS insights, CustomerGauge falls short in a few key areas. Heres why businesses look for CustomerGauge alternatives: 1.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Customer Bliss

JULY 5, 2016

She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. B2B organizations tend to be very ingrained around specific sets of processes, and those processes need to be a bit different for B2C.

Healthcare 0

Healthcare Customer Experience Net Promoter Score B2C 0

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? So let’s start!

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

Lumoa

FEBRUARY 6, 2018

Digital is but a channel to the customer but a truly customer-centric approach embraces the customer at all touch points in the journey. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. How to overcome those challenges?

CX 121

CX Customer Experience Education Machine Learning 121

Lumoa

MARCH 12, 2023

Listening to the voice of the customer sounds appealing in theory. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. Lumoa’s customer experience platform helps you get from raw feedback to meaningful insights. But how do you do that in the real world?

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Zendesk

OCTOBER 20, 2023

Establish customer feedback methods to amplify the Voice of the Customer That leads to the next step: collecting feedback to amplify the Voice of the Customer. You must define how you will gather feedback so you can better understand the needs and pain points of customers. Bain & Company, Inc.,

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones.

VOC 62

VOC B2B Close the Loop Non-Profits 62

SurveySensum

JANUARY 20, 2021

So that’s where we got the idea that why not do a complete voice of the customer tool, rather than making a tool just for surveys. If we hadn’t spoken to them, we would have never known and we would have just continued going with just the customer feedback platform.”. Interview the customers you’ve already lost!

VOC 52

VOC Sentiment Analysis B2C Social Media 52

PeopleMetrics

FEBRUARY 25, 2022

For example, B2B and B2C voice of customer programs have several critical differences to understand as you start collecting data. A few common examples include: Net promoter score (NPS). Customer effort score (CES). Customer effort score (CES). Customer satisfaction (CSAT). CX metrics and KPIs.

Net Promoter Score 71

Net Promoter Score CX Customer Experience Touchpoint 71

1 to 1

JULY 25, 2024

Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric. The Inadequacies of NPS NPS is centered on a single question: “How likely are you to recommend us?”

Sentiment Analysis 20

Sentiment Analysis Customer Feedback NPS Net Promoter Score 20

Waypoint Group

DECEMBER 18, 2019

Remind them that the rest of the company will be able to “hear” the voice of the customer by getting the unadulterated data. Each persona has a different relationship to the product. Responses to negative feedback must be nimble, genuine, and effective. Sidebar : Case Study from Reciprocity =.

B2B 40

B2B Start-ups B2C Customer Satisfaction 40

Lumoa

OCTOBER 31, 2018

Digital is but a channel to the customer but a truly customer-centric approach embraces the customer at all touch points in the journey. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. How to overcome those challenges?

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40

PeopleMetrics

MAY 4, 2020

Recover alerts immediately identify the customers who have had a recent poor experience. Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience. Were customers retained? Did their NPS score rise?

Close the Loop 77

Close the Loop VOC CEM NPS 77

Qualtrics

FEBRUARY 26, 2019

On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple. It doesn’t always have to be a direct selling model for customers. ” I love B2B, honestly, I love it because it’s a challenge. I love that.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37