Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? Eliminate company silos 1.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

ClearAction

AUGUST 29, 2015

If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Here's the recipe: 1) Micro Customer Experience Action. 2) Macro Customer Experience Action. If it’s Called Customer Experience, Why is it All About the Company?

Customer Experience 117

Customer Experience Close the Loop Sports Legal 117

Experience Investigators

JULY 20, 2021

Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Customer Experience Management Defined: How is it Different than CX? How Customer Experience Maturity Splinters.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

PeopleMetrics

JULY 20, 2020

Depending on your Customer Lifetime Value (CLV), this can be a complete game changer. You can set up real-time alerts that go to the appropriate person in your company who is responsible for following up with the customer and “closing the loop.” This activity alone with make your company 10x more customer-centric.

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

JULY 31, 2015

Make sure to close the loop on employee feedback. Closing the loop on feedback is crucial to keeping employees engaged in the process. It could be a five-minute, stand-up meeting. It could be a computer in the breakroom. The point is, keep it simple, so your employees can give you a look into their interactions.

Close the Loop 118

Close the Loop Customer Experience Touchpoint Start-ups 118

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. Now, understand the importance of creating a positive customer experience for your customers. Well, Customer Experience Management is the solution!

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

PeopleMetrics

JUNE 16, 2016

The second may even be worse, because it includes failure to meet customer expectations. (If If customers give feedback, they want to see something come of it. We call that “ closing the loop.”). Acting on customer feedback folds the voice of the customer into business operations.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. By leveraging customer experience design, businesses can create customer experiences that drive customer loyalty and business growth.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Why do you need Customer Experience Management? Voice of the customer: where to start?

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

SurveySensum

DECEMBER 4, 2024

You can identify why customers gave the score by adding relevant NPS follow-up questions. Step 5: Close the Loop This is one of the most crucial steps in using the NPS. Always respond to customer feedback, especially to detractors. This can help resolve specific issues and demonstrate that you value your customers.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Experience Investigators

NOVEMBER 16, 2021

This is also where it’s important to define how to close the loop with the customer. Determine the best ways to not only act but also respond to customers. How Will You Optimize Your Customer Feedback Program? Customer feedback is absolutely essential to any customer experience management program.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

Totango

SEPTEMBER 1, 2020

Pay Attention to NPS and Close the Loop. Closely Follow Product Usage. Ensure Customers See Value. These initiatives begin with an honest assessment of past customer lapses. Pay Attention to NPS and Close the Loop. Net promoter scores (NPS) can reveal a customer’s current opinion of your product.

Net Promoter Score 111

Net Promoter Score Close the Loop NPS Construction 111

ClearAction

DECEMBER 11, 2016

Business results are correlated with coordination of customer experience management methods. 2 Companies that foster communication or central supervision among managers of different types of customer experience (CX) endeavors demonstrate better results than other companies.

Net Promoter Score 73

Net Promoter Score Customer Experience Close the Loop Customer Experience Management 73

PeopleMetrics

MARCH 16, 2020

Most of our clients set up multiple triggers for recover alerts so that if any of the preceding events happen, they know about it and can assign someone to follow up and close the loop with the customer. That is what most companies do in terms of following up or “closing the loop” with regard to recognize alerts.

VOC 77

VOC Close the Loop CEM Business Administration 77

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 90

CXM Non-Profits Close the Loop CX 90

PeopleMetrics

JANUARY 10, 2018

Customer Experience programs have become “table stakes” for enterprises looking to reduce customer churn and increase revenues through customer referrals and promoting their brand through word of mouth and social media posts. A central element of a true Customer Experience Management (CEM) program is “closing the loop”.

CEM 73

CEM Close the Loop Text Analytics Social Media 73

Customer Service Life

FEBRUARY 4, 2021

Customers love having a way to get hard to find produce in their hands without having to step foot in a store, all the while, supporting a small farm. In my role as the Customer Experience Manager for FruitStand, it is my job to understand the impact of the experiences. Closing the loop with the On Hold feature.

Close the Loop 95

Close the Loop E-commerce Start-ups Customer Experience Management 95

Lumoa

APRIL 24, 2018

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." Janne Ohtonen Director of Customer Experience Management at Openet. linkedin twitter Why ? linkedin Why? linkedin Why?

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. This type of survey is a great way to close the loop on a customer interaction and make sure that you’ve met their expectations.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Qualtrics

JULY 18, 2019

But there’s an important follow-on step: close the loop with customers. What does it mean to “close the loop” with customers? Closing the loop with customers is about getting back to the customer after they’ve given you some feedback. Why is it important to close the loop?

Close the Loop 49

Close the Loop Government Customer Feedback Social Media 49

ClearAction

DECEMBER 11, 2018

Marketing decisions are guided by a table of customer insights available for each journey stage, showing which voice-of-customer insights inform each stage and who owns it. Julie Garrah, Customer Experience Manager on Kirsty’s team at Hootsuite, explained: “We emphasize closing-the-loop in communicating what action we’re taking.

Customer Experience 71

Customer Experience Customer Journey Map Close the Loop Gaming 71

PeopleMetrics

MAY 12, 2016

The best customer experience companies place customers at the center of everything they do. They make improving customer experience a core part of their business by closing the loop on customer feedback, identifying key outcome metrics, and helping employees take action to drive those metrics.

Customer Experience 86

Customer Experience Close the Loop Customer Feedback Customer Experience Management 86

RateMyService

OCTOBER 15, 2023

Seamless Ticket Creation: Every time a customer expresses dissatisfaction, a new ticket is automatically opened, providing a dedicated space to address their concerns. This makes sure no customer concern goes unnoticed. Closing the Loop with Customers: Our ticketing system empowers you to engage with your customers directly.

Close the Loop 52

Close the Loop Customer Experience Actionable Insights Customer Retention 52

Lumoa

APRIL 3, 2018

That time, customer experience management was still unknown to the most of the business doers. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. The question is, how can you measure it? The Net Promoter: what is it?

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

Hodusoft

OCTOBER 23, 2024

It can also be defined as a method to calculate customer experience based on surveys. As per a poll’s findings, half companies that took part in the survey said they use NPS to improve their customer experience. Make Customer-Centric Decisions Robert G. Before communicating improvements, express gratitude.

Net Promoter Score 52

Net Promoter Score Contact Center NPS E-commerce 52

CX Journey

FEBRUARY 27, 2015

I''ll take a broader stroke in this post and look at customer experience management overall. Your oversight committee should include the team of people you believe will best carry out the strategy, driven by your corporate and customer experience vision, for your organization. Who will drive the efforts and how?

Customer Experience 86

Customer Experience Government Non-Profits Close the Loop 86

Zendesk

DECEMBER 6, 2021

There are many ways positive customer experiences drive revenue, growth, and loyalty. How to become a customer-first organization. Being customer first means investing in and executing a strong customer experience management strategy. Know who you are to your customer.

Close the Loop 98

Close the Loop VOC Start-ups Retail 98

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. As CEO, he guides the company’s vision and strategy.

VOC 70

VOC CEM Close the Loop Business Administration 70

ClearAction

AUGUST 2, 2016

This does not jibe with the objectives mentioned above: 80% intend to improve processes and 63% intend to improve customer-centricity. Often it’s because of the way we start our customer experience management efforts. But it’s better to start with a change management plan. Why is there a gap? Don’t delay.

VOC 54

VOC B2B Customer Experience Close the Loop 54

PeopleMetrics

AUGUST 7, 2019

Five out of fifty customers may not sound like a lot, but when you consider that each brings in $100,000 of revenue over their lifetime, the benefit of VoC becomes a no-brainer. In this survey, we ask customers if the issue was resolved and if their perceptions of the company improved.

VOC 70

VOC CEM Close the Loop Business Administration 70

SurveySensum

NOVEMBER 11, 2021

SurveySensum is an AI-powered end-to-end customer experience management platform that facilitates SMEs and growth-stage businesses to act effectively on your feedback. . Closing the loop. Closing the loop is highly important. They allow them to collect, integrate, and analyze customer feedback data.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Retently

NOVEMBER 6, 2018

Send the survey to your subscribers, customers or users. Close the loop with your respondents. Once your data is stored in a spreadsheet, you have a variety of tools that you can use to view and analyze your customer feedback. Closing the loop with your respondents. Analyze the received feedback. The result?

Net Promoter Score 72

Net Promoter Score NPS Close the Loop Text Analytics 72

SurveySensum

FEBRUARY 6, 2025

SurveySensum Platform Overview SurveySensum is an AI-enabled customer experience management platform that provides users with end-to-end CX solutions from creating surveys to analyzing data and taking relevant and prioritized action, impacting their bottom line and transforming feedback into revenue.

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Gambling Social Media Close the Loop 48

SurveySensum

DECEMBER 18, 2024

Now, gaining insights is just the beginning, you need to analyze and extract actionable insights from this feedback to improve customer retention , and to do that you need a robust customer experience management tool like SurveySensum.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52