ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

VOC 54

VOC B2B Customer Experience Close the Loop 54

ClearAction

APRIL 18, 2020

Growth Through Customer Experience Action Lynn Hunsaker. Customer experience annuities are a compelling source of growth that is commonly overlooked. Customer Experience Improvement Actions. Accordingly, mature customer experience management can reduce business risk.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

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

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 Centricity.

Customer Experience 48

Customer Experience Gambling Social Media CEM 48

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Experience 133

Customer Experience Net Promoter Score NPS Close the Loop 133

SurveySensum

JANUARY 18, 2024

So, here’s a list of survey practices you need to avoid to customer survey madness and survey fatigue ! Branching Logic : SurveySensum’s skip logic and question branching feature allows your surveys to adapt based on respondents’ previous answers. Enter the solution: survey throttling.

Customer Survey 52

Customer Survey Close the Loop Start-ups Text Analytics 52

Experience Investigators

JUNE 18, 2024

Finding the solution, however, will require you to embrace a few of what I call the hard truths of working in customer experience. By facing these realities head on you can more quickly implement the best customer experience strategy for your organization. I hear this a lot. And the IDEA of this is great. Not so much.

CX 52

CX Customer Experience Net Promoter Score Close the Loop 52

SurveySensum

JANUARY 16, 2025

What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

MAY 2, 2024

In today’s customer-centric business environment, feedback isn’t just a bonus—it’s the lifeblood of success. From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

InteractionMetrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. Instead of improving the customer experience, they end up frustrating customers even more. Close the Loop Quickly Speed matters when addressing customer feedback.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

CX Journey

MAY 23, 2018

Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. Do You Employ Actionability Thinking in Survey Design?

Close the Loop 50

Close the Loop VOC CEM Start-ups 50

Lumoa

AUGUST 18, 2022

Furthermore, it fairly makes it easier to close the loop with the customers in the process. Many believe (and it makes sense) that customer experience can be any business’s unique value proposition against competitors. The lack of understanding on how to take customer feedback is what makes it worse.

Customer Journey Map 78

Customer Journey Map Close the Loop Customer Feedback Start-ups 78

SurveySensum

APRIL 12, 2022

There are multiple customer experience platforms out there. Apart from creating surveys, analysis, and reporting, there is so much more to both of them. You can create feedback surveys, monitor the responses, design workflows, and assess the quality of the customer experience. But which one is the best?

Text Analytics 59

Text Analytics Close the Loop Unstructured Data Actionable Insights 59

PeopleMetrics

AUGUST 22, 2022

The answer to keeping your customers happy is simple: close the loop. Closed-loop customer feedback provides businesses with a reliable, structured approach to collecting, analyzing, and implementing the feedback they received from customer satisfaction surveys. What is closed loop feedback?

Customer Feedback 71

Customer Feedback CX Close the Loop Sentiment Analysis 71

SurveySensum

DECEMBER 24, 2024

Whatsapp Surveys Starts at $99/month 4.7 Qualtrics Allows closed-loop follow-ups Collect data from different sources Generate real-time insights into CX Contact to know the pricing details 4.4 Formstack Conditional logic Auto-calculation of multiple cost fields into a summary Pre-built survey templates $50 per month 4.4/5

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

FEBRUARY 6, 2025

What is QuestionPro Platform Overview QuestionPro is a cloud-based survey and research software platform used for creating, distributing, and analyzing customer feedback in real time. Close the Loop With SurveySensum, you will get real-time notifications whenever detractors pop up. Which one to choose?

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

SurveySensum

AUGUST 14, 2023

By anticipating your customer’s potential need and offering a relevant and timely solution, you can make the customer experience seamless and hassle-free. Your customer feels valued and you gain their appreciation and loyalty for going above and beyond to meet their needs. So, when to use CES?

Customer Experience 52

Customer Experience E-commerce NPS Customer Satisfaction 52

Lumoa

SEPTEMBER 10, 2018

Sometimes they have a long history of doing surveys and they want to continue that to keep the results comparable. Certainly, they cannot start sending long customer surveys out too often. Very often, scheduling customer surveys like that leads to dissatisfied customers and slow improvement cycles.

Customer Feedback 68

Customer Feedback Text Analytics Close the Loop Hospitality 68

Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Customer interviews can be a key step in: Customer Journey Mapping.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

SurveySensum

MARCH 3, 2022

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. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. Your customers also feel the same way when they find items not in stock and this factor might deter them from shopping with you in the future.

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. Your customers also feel the same way when they find items not in stock and this factor might deter them from shopping with you in the future.

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Why Survey?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Why Survey?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

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.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

SurveySensum

SEPTEMBER 24, 2024

While Numr is a great customer feedback tool , it lacks certain important features and settings, stopping you from achieving the success you are looking for. Numr is a customer experience management tool that enables businesses to predict customer’s actions by gathering and analyzing insights from surveys.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Touchpoint Non-Profits 52

Customer Service Life

AUGUST 20, 2019

Finally, we spend a ton of time in the customer experience space, reviewing feedback from voice of customer surveys and closing the loop with customers. In our world, it’s critical that we’re aligned in the way we’re pulling data otherwise it becomes difficult to measure and improve performance.

Close the Loop 64

Close the Loop Contact Center Customer Satisfaction Start-ups 64

SurveySensum

AUGUST 10, 2023

Utilize Customer Feedback To Identify Issues And Close The Loop What’s the point of collecting feedback on customer effort if you are not going to take action on it? Customer feedback is only useful if you take action on it. Close the Feedback Loop Effectively With SurveySensum – Request a Demo 6.

Customer Loyalty 52

Customer Loyalty Close the Loop Engineering Touchpoint 52

SurveySensum

FEBRUARY 24, 2022

There are many kinds of customer feedback tools offering multiple features. No matter what tool you pick, it should help you better understand customer experience and improve it. . But, how can you choose the right customer feedback tool? Go beyond NPS, CSAT, and CES surveys. Closing the loop.

Customer Feedback 52

Customer Feedback Sentiment Analysis Close the Loop NPS 52

Gainsight

NOVEMBER 18, 2019

The bottom line is clear: measuring and improving the customer experience is not only good for customers, it’s good for business. A focus on CX creates a competitive advantage that drives customer retention, revenue expansion and enterprise valuation over time. B2B CX: Beyond customer surveys.

B2B 12

B2B CX NPS Net Promoter Score 12

SugarCRM

DECEMBER 2, 2021

Close the Loop to Calculate the ROI of Marketing Campaign Expenses by Linking Leads to Opportunities . There are many touchpoints in a customer relationship where marketing communications can play a vital role. Segmentation can be based on qualification and opportunity information collected by sales.

Sales 55

Sales Net Promoter Score Close the Loop CRM 55

SurveySensum

NOVEMBER 30, 2023

Measuring NPS in the fintech industry serves as an indicator of customer satisfaction and loyalty. Fintech companies that make a real effort to up their customer experience game and boost their NPS scores are setting the stage for solid and long-lasting connections with their customers.

NPS 52

NPS Close the Loop Customer Satisfaction Actionable Insights 52

Retently

MAY 2, 2023

Yet, if you’re looking for a quick and reliable source of relevant information, surveys remain the go-to choice for successful businesses looking to improve customer experience. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES.

CX 135

CX NPS Customer Satisfaction Start-ups 135

Retently

FEBRUARY 9, 2024

To gather actionable customer insights, surveys should cover key areas such as product/service satisfaction, customer support experience, pricing perception, and brand loyalty and further be analyzed to drive improvement. Essentially, they aim to uncover how it has changed the customer’s life or business operations.

Customer Feedback 93

Customer Feedback Net Promoter Score Customer Satisfaction NPS 93