PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT , and real-time alerts are coming in. All signs point to a successful Voice of Customer (VoC) program. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Fonolo

JANUARY 14, 2020

They’re used by some huge companies, so you’ve probably come across their NPS & Customer Satisfaction scoring tools in an email footer or app recently. . Their blog focuses on several topics including start-up culture, sales, and marketing, but they really excel in their posts on customer support, success, and CX. .

Customer Service 136

Customer Service Contact Center Social Media CX 136

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. Hall touts the comprehensive Action Management technology as the most vital piece of the VoC program. and Fred Reichheld.”

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

Execs In The Know

JUNE 25, 2024

Speed of Response EITK: How do you ensure your team acts quickly on customer feedback to prevent dissatisfaction from spreading? John: All dissatisfaction events should be logged and tracked, preferably using software designed specifically for complaint or case management. All inputs should be aggregated, tracked, and resolved.

Customer Feedback 59

Customer Feedback Social Media CX Contact Center 59

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 Business Administration 77