Experience Investigators

JULY 20, 2021

Let’s look at a common example scenario: First, it starts with an idea: customers are important! Typically, this means collecting customer feedback. 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.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer feedback should NOT be anonymous. Here they are!

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

FEBRUARY 14, 2025

A VoC partner brings: A strategic lens: AI can tell you what customers are saying, but it cant determine how to act on that insight. A good VoC partner can tell a story based on customer feedback and helps set priorities. Should you focus on wait times or product quality? VoC partners help drive organizational alignment.

VOC 62

VOC Close the Loop Predictive Analytics Social Media 62

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard.

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. .” What feedback to gather.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

Retently

JUNE 28, 2022

Great feedback? Ask customers to spread their love on social media. There’s a reason why customers that rate your business as 9 or 10 are called Promoters: they’re so happy with your product or service that they feel totally confident to recommend it to their friends and colleagues. You get what you ask for.

NPS 148

NPS Net Promoter Score Social Media Close the Loop 148

SurveySensum

FEBRUARY 24, 2025

Out to do a detailed analysis of your customer feedback/review? When the world is rapidly turning towards AI, businesses are relying on advanced techniques to extract valuable insights customer reviews, social handles, emails, chats, surveys, and whatnot. Dont waste time sorting through endless customer feedback.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 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. An organization that can act on feedback.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Customer Feedback 92

Customer Feedback Net Promoter Score Customer Satisfaction NPS 92

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

DECEMBER 15, 2022

they could then write an informative blog post or create helpful social media content to attract more potential clients. Types of Voice of Customer Analytics. The type of Voice of Customer analytics you’ll use depends on your audience and the questions you want to answer. Direct Customer Feedback.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

Lumoa

SEPTEMBER 10, 2018

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. Instead of improving the life of your customers (which is why you started collecting feedback in the first place) you end up generating more frustrations and unhappiness.

Customer Feedback 68

Customer Feedback Text Analytics Close the Loop Hospitality 68

Retently

JUNE 4, 2018

The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with.

Customer Feedback 60

Customer Feedback Net Promoter Score Non-Profits Close the Loop 60

PeopleMetrics

AUGUST 14, 2014

Social media. But, one day, a customer service disaster could explode and go viral. This one customer service call is going to ruin my brand! One thing you can soothe yourself with when the inevitable happens: social media has a short shelf life. Tie employee performance to customer feedback.

Social Media 93

Social Media Close the Loop Customer Retention Customer Service 93

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Why do you need Customer Experience Management?

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

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. By analyzing large volumes of customer data, SurveySensum’s text analytics pinpoints key patterns and shifts in customer sentiment or behavior.

CX 52

CX Sentiment Analysis Text Analytics AI 52

RateMyService

OCTOBER 13, 2023

Simply collecting feedback is not enough; organizations must establish a robust “close the loop” process to effectively utilize customer feedback and make customers feel appreciated. In today’s fiercely competitive business landscape, customer experience is a critical differentiator.

Close the Loop 52

Close the Loop Customer Experience Customer Feedback Customer-Centric Organization 52

SurveySensum

SEPTEMBER 19, 2024

While Zykrr is a great customer feedback tool , it lacks in certain areas which makes it fall short in the long run. Zykrr is an end-to-end customer feedback management tool, however, like any other great tool this one has some glaring red flags that you need to be aware of before investing in it. Curious about it?

Customer Feedback 52

Customer Feedback Text Analytics Sentiment Analysis Social Media 52

SurveySensum

FEBRUARY 24, 2022

10 Best Customer Feedback Tools leading in 2022. Customer feedback plays an important role in enhancing your services and products, improving growth, and serving an all-around excellent user experience. . Customer feedback tools make this process easier and way more effective. . Introduction. SurveySensum.

Customer Feedback 52

Customer Feedback Sentiment Analysis Close the Loop NPS 52

SurveySensum

MAY 2, 2024

Having mastered the art of listening, let’s see how companies translate this symphony of the voice of the customers into real-world improvements through the power of closed-loop feedback. Impact of Closed Loop on Customer Service: 10 Brand Examples 1.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

InteractionMetrics

FEBRUARY 20, 2025

Close the Loop Quickly Speed matters when addressing customer feedback. Whether a customer is thrilled or disappointed, responding quickly makes all the difference. Encouraging them to leave online reviews or share their experiences on social media can amplify positive word-of-mouth and attract new customers.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Gainsight

OCTOBER 5, 2020

Why should you involve your customers and users in the Product feedback and ideation process? Getting customer feedback isn’t a new concept. From a product development standpoint, customer feedback is vital. The Classic One-Way Customer Feedback Process. Did you speak to the customer about it?

Customer Feedback 52

Customer Feedback Close the Loop Education VOC 52

Qualtrics

JULY 18, 2019

If your company is growing fast, and you understand how taking action can lead to increased sales or business process improvements that impact the bottom line, it can be tempting to simply take feedback and run with it. But there’s an important follow-on step: close the loop with customers. It’s equally as important.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

SurveySensum

JANUARY 16, 2025

SurveySensum Platform Overview SurveySensum is an AI-enabled customer feedback management platform that provides end-to-end CX solutions that help you take prioritized actions impacting your bottom line and driving business growth. Close the Loop Detractors are inevitable in surveys.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

JULY 20, 2023

Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey. And, we explore how leveraging the power of customer feedback can help resolve these issues, ultimately enhancing your customer experience in retail. Did our product variety meet your needs?

Retail 52

Retail Customer Feedback CX Social Media 52

Retently

MAY 25, 2022

While it’s good to keep in touch with your customer and close the loop when you receive feedback, no business scores for being a spammer. For some people email works better, others will be more willing to respond if they get a pop-up survey in the app or a message in social media.

NPS 132

NPS Net Promoter Score Start-ups Close the Loop 132

CX Journey

JULY 10, 2014

You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers. And you''ll need to conduct a root cause analysis to understand the why behind it all. I know it''s not.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Doing CX Right

OCTOBER 20, 2020

While valuable, it must not be your only method of getting customer feedback. Social media. Customer Care Call Data. Step 2: Turn Voice of Customer Data Into Actionable Insights. . Obtaining customer feedback and analyzing the data takes time, but it is well worth it. Website contact forms?.

Gaming 69

Gaming VOE VOC Close the Loop 69

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Qualtrics

DECEMBER 6, 2021

Introducing our native integrations with Google and Facebook reviews, which will enable businesses to power their VoC programs with insights from the channels their customers are using. Your social media and online review channels can provide a wealth of insights to fuel your voice of the customer (VoC) program.

VOC 48

VOC CX Close the Loop Social Media 48

Experience Investigators

OCTOBER 17, 2023

However, many CX professionals struggle to convince their executive leadership to prioritize and take action toward becoming a truly customer-centric organization. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! It’s to make real changes.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

SurveySensum

OCTOBER 4, 2024

How are you staying on top of feedback coming from all your sources? Your customers’ feedback is flowing in from multiple sources – email, social media reviews, live chat interactions, in-store interactions, etc. But, Do You Really Need a Feedback Management System? Let’s break this down.

Unstructured Data 52

Unstructured Data Social Media Omnichannel Close the Loop 52

SurveySensum

SEPTEMBER 5, 2024

Credit risk assessment : AI improves credit risk management by evaluating the creditworthiness of customers by not only assessing traditional data but also alternative data like spending patterns, social media activities, and geolocation.

Close the Loop 52

Close the Loop Customer Experience Omnichannel Machine Learning 52