Beyond Philosophy

JULY 22, 2021

For example, one of the recent debates asked the question, is Customer Experience the new marketing? . Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. In my view, I do not think Customer Experience replaces traditional marketing.

Customer Experience 88

Customer Experience Close the Loop Finance Start-ups 88

SurveySensum

FEBRUARY 13, 2025

Customer experience has moved from being a competitive differentiator to a key business imperative. Companies that lead in customer experience are now outperforming laggards by nearly 80%. NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

SurveySensum

DECEMBER 4, 2024

It asks the customers how likely they are to recommend the company’s products or services to others, typically on a 5 or 11-pointer scale. And an NPS score can be from -100 to 100 and can provide insights into a bank’s overall customer experience. Enhance Digital Experience: Digital banking is becoming more prevalent.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Customer Service Life

AUGUST 22, 2019

Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically.

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107

Experience Investigators

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Customer Feedback 133

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

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

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). All the leaders were asked the same two questions : 1.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

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 Close the Loop 48

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

Retently

SEPTEMBER 3, 2024

By personalizing questions and automating survey delivery, we gather detailed insights that keep us in sync with our customers’ needs. Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience.

B2B 153

B2B NPS Start-ups Actionable Insights 153

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

Retently

JULY 8, 2024

With these valuable insights on hand, you can prioritize your challenge areas and improve customer experience for those departments. It’s imperative to close the loop and understand why your customers gave you the feedback. Manipulated results There’s also a temptation to game the system.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

Waypoint Group

DECEMBER 3, 2015

B2B customers are rarely ever 1 person. This simple statement actually explains a world of customer experience complexities and implications for how a B2B company should measure their CX. Compare each account’s responses with other customers within the segment and get a true apples-to-apples benchmark for trends and outliers.

Gaming 40

Gaming CX B2B B2C 40

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

Gainsight

OCTOBER 13, 2020

The problem is, unless you’ve got secret mind-reading powers (and if you do, let’s chat, stat ), the only way to find out how your customers really, truly feel about your product is to request, gather, and analyze critical customer experience (CX) feedback and data. Act: Close the loop on the various forms of feedback .

Close the Loop 52

Close the Loop CX Customer Feedback Gaming 52

SurveySensum

JANUARY 16, 2025

But, lets not get ahead of the game and explore each tool to see how they differ from each other and which one aligns the best with your CX goals and needs. What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

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

DECEMBER 27, 2017

They focus on the metric , i.e., they try to move the metric, not to improve the experience; moving the metric can actually be detrimental and cause inappropriate behavior, gaming, and other undesirables that derail from the purpose of listening to customers and does not involve the same actions required to improve the experience.

VOC 47

VOC Close the Loop Customer Feedback Customer Retention 47

SurveySensum

DECEMBER 18, 2024

NPS goes beyond numbers – its a tool that helps businesses identify areas of improvement, enhance customer experience, and drive long-term success. Conclusion NPS methodology is indicative of customer satisfaction and loyalty, reflecting positively on a companys performance and reputation.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 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

SurveySensum

JULY 31, 2024

The magic lies in the AI feedback loop – a complete game changer in the world of feedback analysis. This AI capability enables businesses to analyze your feedback to extract actionable insights, understand customer sentiments, and even gauge their emotions. After implementing the changes, closely monitor the impact.

AI 52

AI Close the Loop Sentiment Analysis Actionable Insights 52

Confirmit

JULY 13, 2017

Long before the days where mobile and social media started to truly change the game, the MR industry and the requirements of their clients looked a little bit different in the late nineties. I came back to the UK in 2007, the year Confirmit acquired Pulse Train, and I started working in the Customer Experience space.

Close the Loop 40

Close the Loop Social Media Voice of the Employee B2B 40

SurveySensum

JULY 16, 2024

Whether it’s about launching new Google Pixel products with enhanced features, or launching its own version of ChatGPT, Gemini, or constantly adding new features to its already existing workspace to create a more streamlined customer experience , Google is constantly evolving.

NPS 52

NPS Customer Loyalty Close the Loop Engineering 52

CX Journey

APRIL 17, 2019

You'll see that one of the biggest problems addressed in this post is closing the loop - with employees and with customers. Just because you've gotten feedback from customers doesn't mean you're done listening. You must know by now that surveys are another touchpoint in the customer experience.

VOC 54

VOC Close the Loop Touchpoint Social Media 54

Qualtrics

JULY 2, 2019

We always strive to connect customer needs for building a great customer experience with direct impact to their business. These results can be included within your Qualtrics CX dashboards to provide an ongoing comparison, and to help prioritize customer experience activities and investments.

Innovation 39

Innovation Close the Loop Social Media NPS 39

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

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book.

VOC 52

VOC VOE Voice of the Customer Close the Loop 52

SurveySensum

MARCH 1, 2024

Focusing Just on the Score, Neglecting Feedback: Yes, the businesses that prioritize customer feedback have 1.6 Many companies make this mistake, using NPS as their main measure of satisfaction without considering other vital aspects of the customer experience. This isn’t just a follow-up; it’s a game-changer.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Experience Investigators

APRIL 25, 2023

You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. However, like many parts of customer experience, it takes more than just words. I recently asked one organization how they defined being customer-centric. And that is great.

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

Experience Investigators

APRIL 25, 2023

You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. However, like many parts of customer experience, it takes more than just words. I recently asked one organization how they defined being customer-centric. And that is great.

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

Qualtrics

MAY 29, 2019

The bar is so high right now in the travel industry when it comes to customer experience. But with travel brands also having upped their CX game in the last few years, there’s so little room at the top for brands to differentiate themselves. Discover how you can use Qualtrics to manage your online reputation.

Close the Loop 31

Close the Loop CX Gaming Customer Satisfaction 31

SurveySensum

JULY 27, 2023

Each of these examples shows how these brands have excelled in creating customized product recommendations, personalized email campaigns, memorable in-store experiences, and many more examples! Gather Feedback from Diverse Channels: Collect feedback through various touchpoints, such as surveys, and in-store interactions.

Retail 52

Retail Customer Feedback Close the Loop Touchpoint 52

SurveySensum

NOVEMBER 22, 2023

Set the Game Plan: Defining Your Feedback Goals Question yourself – what is it that you want to achieve from website feedback? To set feedback goals, pinpoint specific areas for improvement, such as user experience, conversion rates, or brand perception. Promptly resolving issues can lead to a positive customer experience.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. Seriously, it’s a game-changer! 7 Best Practices for Building Customer Loyalty in Retail?

Customer Loyalty 52

Customer Loyalty Retail Social Media Touchpoint 52

Qualtrics

NOVEMBER 6, 2020

Keep your customers on your app by making sure that customer feedback is taken on board. If customers see that their action within your mobile app has improved their customer experience , this will help create experiences that keep customers engaged. You can gather feedback about the app experience.

Net Promoter Score 44

Net Promoter Score Customer Loyalty Close the Loop NPS 44

SurveySensum

MAY 11, 2023

Customer expectations have changed drastically, and businesses need to keep up if they want to stay competitive. So how can you stay ahead of the game? — By listening to your customers, of course! This, in turn, can lead to a better customer experience, increased customer retention, and, ultimately, growth.

NPS 52

NPS Retail Net Promoter Score Customer Satisfaction 52