Remove Close the Loop Remove Customer Feedback Remove Voice of the Customer
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Delete, Ignore, Snub or Engage? How Mature Companies Should Tackle Negative Social Media Feedback Analyses

eglobalis

This mindset reflects a deeper corporate culture of accountability, where customer feedback is seen as a critical tool for continuous improvement. McKinsey’s research highlights that personalized customer interactions significantly improve satisfaction.

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Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

eglobalis

Empathy alone is like voice of the customer (VoC) initiatives that fail to close the loop—offering zero value to clients and accelerating their path to churn. In fact, for many clients, hearing “we understand your frustration” without a clear plan to resolve the issue only deepens dissatisfaction.

CX 513
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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

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AI and Real-Time Tech vs. Traditional CX Surveys: Who Will Win the Upcoming Battle?

eglobalis

By leveraging AI in this way, companies effectively listen to customers continuously without bombarding them with questions. They capture the voice of the customer as it is naturally expressed. This closes the loop faster than traditional survey programs where findings might take weeks to disseminate.

AI 357
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Fast-Track Support Success with Support Ticket Analysis

SurveySensum

With a centralized dashboard, you can easily track the progress of each ticket, monitor response times, and ensure timely follow-ups, helping your team close the loop efficiently and improve overall customer satisfaction. How to Fix It: Create cross-functional feedback loops.

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15 Best SurveyMonkey Alternatives & Competitors [2025]

SurveySensum

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. So, what exactly are these limitations?

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Lesson #2 Revisited: AI and the Real Meaning of CX Measurement

PeopleMetrics

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.