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

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

SurveySensum

OCTOBER 17, 2024

73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! This is where customer feedback analytics solutions come in. It helps you decode the true potential of customer data and open up new growth avenues.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Close the Loop 52

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 B2C CEM 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 Start-ups 68

PeopleMetrics

JANUARY 14, 2025

In Listen or Die , I wrote about a common misconception: that CX measurement (or Voice of the Customer, VoC) is the same as market research (MR). Market research is about using customer feedback to answer strategic business questions. While still effective, these surveys provide only a slice of customer feedback.

Sentiment Analysis 71

Sentiment Analysis AI E-commerce VOC 71

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

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

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

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

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

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

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 B2C CEM 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 Close the Loop CX 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 Sentiment Analysis Omnichannel 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

SurveySensum

JULY 31, 2024

The AI feedback loop is a continuous process that uses AI capabilities to collect, analyze, and learn from customer feedback to establish a system of continuous cycle of improvement and deliver a more relevant and accurate action plan. After implementing the changes, closely monitor the impact.

AI 52

AI Sentiment Analysis Close the Loop Actionable Insights 52

Qualtrics

FEBRUARY 10, 2020

ICYMI: here’s a quick recap of the 2019 updates that made it easier than ever to listen, understand, and act on solicited and unsolicited customer feedback. Listen - hear and understand EVERY customer, at EVERY touchpoint. In fact, just 1 out of 26 unhappy customers complain — the rest churn. Frontline Feedback.

CX 58

CX Close the Loop Unstructured Data Social Media 58

SurveySensum

OCTOBER 26, 2022

Customer feedback has always been a hot topic for companies that aim to be customer-centric. They need to know everything their customers feel about their products, services, support, etc. . And to understand customers’ experience and their expectations, you need online survey tools. Closing the loop.

Sentiment Analysis 59

Sentiment Analysis Close the Loop Text Analytics Start-ups 59

Experience Investigators

JULY 12, 2022

Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? Listening posts: Help us understand individual customer needs and experiences closer to real-time. .”

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

SurveySensum

MARCH 3, 2022

You may find it easy to collect data manually from a hundred customers. But what about collecting data from the customer feedback is in thousands? There is no point in capturing customer feedback if you are not going to take any action on it. . Well, an efficient voice of the customer tool helps you with it.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

SurveySensum

OCTOBER 20, 2023

Why is a Product Feedback Loop Important? How to Build the Product Feedback Loop: Four stages Collect Feedback Analyze the Gathered Feedback Incorporate Feedback into Product Strategy Take Follow-Up and Close the Loop Best Practices for Building and Managing a Product Feedback Loop Conclusion What is a Product Feedback Loop?

Close the Loop 52

Close the Loop Social Media Customer Retention Text Analytics 52

SurveySensum

APRIL 1, 2024

Feedback Systems : Establish mechanisms to collect and act on customer feedback promptly. Customer Feedback and Engagement Establishing a trustworthy startup brand depends on a company’s capacity to encourage and value customer feedback.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

SurveySensum

AUGUST 1, 2023

You have to get inside your customers’ heads, figuring out what they love, what they need, and what bugs them. And this is where gathering customer feedback becomes a crucial aspect of the journey. By actively seeking and analyzing customer feedback, you can gain invaluable insights into what makes your customers tick.

Customer Loyalty 52

Customer Loyalty Retail Social Media Touchpoint 52

Qualtrics

JULY 2, 2019

We always strive to connect customer needs for building a great customer experience with direct impact to their business. What your customers and prospects say in social media matters. That’s why we’ve made it even easier for you to ask for reviews and get feedback from your customers , directly in your app.

Innovation 39

Innovation Close the Loop Social Media NPS 39

SurveySensum

DECEMBER 22, 2022

Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. Customer feedback is crucial for any business’ growth. Now what to do with these customer insights?

VOC 52

VOC Customer Retention Social Media Close the Loop 52