eglobalis

MARCH 30, 2025

The benefit of integration is also organizational: it breaks silos between departments handling customer data. customers are unhappy with a new feature), the platform can trigger follow-up actionslike sending a targeted micro-survey for deeper insight, or alerting a product manager to respond on a community thread.

AI 346

AI CX Sentiment Analysis Predictive Analytics 346

Callminer

OCTOBER 11, 2018

Cory Peace is the Head of Operations at Simplr , where he helps customer service specialists provide top-notch customer service to high growth companies. Educating on self-service results in a better customer experience. Cory Peace @simplr. It’s a simple and strategic way to properly optimize funnels.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

Intercom, Inc.

OCTOBER 22, 2020

Today’s customers expect a more human experience from companies to fulfill their needs with speed and ease. According to Nate Brown , the companies that move from reactive customer service to a more holistic, proactive customer experience (CX) approach will be the ones that ultimately survive and thrive.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

CX Accelerator

FEBRUARY 12, 2018

This requires collecting and analyzing customer feedback data, extracting actionable insights, prioritizing these insights, disseminating insights to appropriate personnel, implementing these insights into business processes and closing the loop with the customer.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

ECXO

MARCH 6, 2025

For instance, if a key client indicates in a quarterly survey that they are unhappy with response times, the account team and service manager should be alerted immediately to follow up, understand the issue in depth, and demonstrate to the client that their feedback is driving improvement.

CX Transformation 339

CX Transformation B2B CX Government 339

PeopleMetrics

FEBRUARY 27, 2025

However, complex issues and high-value customers still require human intervention in a traditional close the loop process. Predictive analytics can highlight at-risk customers, but customer service teams must decide the best way to retain them. AI can prioritize, but humans must act.

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

CX Accelerator

OCTOBER 9, 2018

This information is used to lead a cross-functional meeting once a week in which we learn from the VoC data and close the loop on it. Don’t hesitate to reach out to me if I can help in anyway, or even just to brainstorm around Voice of Customer initiatives! It’s nearly free, and extremely effective.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

Experience Investigators

OCTOBER 27, 2020

Can provide qualitative, emotional feedback to add to the overall quantitative feedback of the customer’s experience. Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

Customer Service Life

AUGUST 22, 2019

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. Customer Satisfaction (CSAT). Rating the customer service department — Were you satisfied with the support you received? Survey timing also varies.

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107

Lumoa

JANUARY 31, 2023

In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start? Customer experience refers to how customers perceive their interactions with your company. Customer service is not a department, it’s everyone’s job. Personalized customer experience: what, how, and why?

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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

PeopleMetrics

AUGUST 1, 2014

At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.).

Customer Feedback 120

Customer Feedback Close the Loop CX Customer Service 120

SurveySensum

DECEMBER 4, 2024

Consider customers at the heart of all decisions, and try personalizing services to meet their needs. Improve Customer Service: Providing exceptional customer service can influence customers’ perception of a bank. Make it easy for customers to reach out with their concerns through multiple channels.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

PeopleMetrics

MARCH 13, 2015

One aspect of their Rags-to-Riches-to-Rags-to-Riches story that resonates most with me was when they put Customer Service Reps and Product Innovation employees on the same team. Customer Service reps knew, because customers were telling them so, that parents didn''t want toys that were easy for kids to build.

Customer Experience 109

Customer Experience Close the Loop Net Promoter Score Voice of the Employee 109

Fonolo

JULY 27, 2021

Invite your agent to assess their own performance and customer service first. Low ASA may be a cause for concern — but if your CSat and NPS is high, it’s likely that your customers are engaged and happy with the service. How to Improve Contact Center Agent Performance. Begin with a self-assessment.

Net Promoter Score 142

Net Promoter Score Scorecard Construction Contact Center 142

Experience Investigators

JANUARY 5, 2022

You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. You helped other leaders communicate how their team goals were connected to CX success. .

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Myra Golden Media

DECEMBER 13, 2018

If a co-worker reaches out to you for research or response (that is, throws you the ball near the customer’s point of need), you need to run with the task (with a sense of urgency) and put the ball in the bucket. That’s the essence of good internal customer service. It’s Bigger Than You. Back to Basketball.

Close the Loop 108

Close the Loop Customer Service Customer Experience 108

SurveySensum

FEBRUARY 13, 2025

Dont communicate the problems on an individual level rather empathize with the customer and get rid of the issue from the core. So, when the respondents revisit your brand, interact with customer service , and see that they have been heard, it will boost their loyalty and trust in you.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Customer Service Life

FEBRUARY 4, 2021

There’s a lot of fruit to cover, both for customers and for the team, and we want to have an updated resource for our customers and our team to find our answers should we need it. Closing the loop with the On Hold feature. It’s simple to close the loop with our customer!

Close the Loop 95

Close the Loop E-commerce Start-ups Customer Experience Management 95

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

Lumoa

DECEMBER 17, 2022

Now easier to close the loop with customers! Lumoa has offered a way to close the loop with your customers by using the Events page for some time. New Incremental Topic Modeling We have launched a new iteration of our AI when creating Topics. and we can get you started!

Close the Loop 78

Close the Loop AI Start-ups Voice of the Customer 78

Lumoa

JANUARY 17, 2023

Now easier to close the loop with customers! Lumoa has offered a way to close the loop with your customers by using the Events page for some time. New Incremental Topic Modeling We have launched a new iteration of our AI when creating Topics. and we can get you started!

Close the Loop 78

Close the Loop AI Start-ups Voice of the Customer 78

SurveySensum

FEBRUARY 7, 2025

SurveySensums NPS survey dashboard identifies the key drivers behind your NPS score, such as customer service quality, product satisfaction, or delivery times. The dashboard also tracks response rates, trends over time, and completion metrics, providing a clear picture of how your customer satisfaction is evolving.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

SurveySensum

OCTOBER 17, 2024

Here is why customer feedback analytics is very important for a business: 1. Improves Customer Experience By studying feedback, companies can spot areas of concern and improve customer service. Knowing what makes customers satisfied or unhappy can help tailor their services to meet their needs.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

PeopleMetrics

AUGUST 14, 2014

But, one day, a customer service disaster could explode and go viral. This one customer service call is going to ruin my brand! Today’s story shows how even a person without celebrity status can go viral, if the customer is being treated unfairly. Go On, Tell Me All About This Customer Service Fail.

Social Media 93

Social Media Close the Loop Customer Retention Customer Service 93

Myra Golden Media

NOVEMBER 15, 2018

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this.

Close the Loop 70

Close the Loop Start-ups Customer Service Customer Experience 70

Experience Investigators

NOVEMBER 16, 2021

This is also where it’s important to define how to close the loop with the customer. Determine the best ways to not only act but also respond to customers. I personally like when feedback is used to celebrate and encourage customer-facing teams. And that’s what this is all about.

Customer Feedback 133

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

Experience Investigators

JUNE 22, 2021

Even customer journey maps can neglect key phases of the customer experience. They are sometimes focused on the ideal scenarios where issues don’t happen: All customers are happy, all products are on-time, and there’s no need for customer service to resolve customer complaints.

Close the Loop 108

Close the Loop Customer Journey Map Education Invoicing 108

Qualtrics

JULY 15, 2019

Customer Experience (CX) is the future of business and companies who don’t get on board will have trouble competing in an evolving marketplace. As companies like Amazon and Uber continue to offer great customer experiences, companies must adjust to consumer’s rising expectations. Create a Benchmark for Your Customer Service Experience.

Net Promoter Score 41

Net Promoter Score Customer Service Close the Loop Social Media 41

Lumoa

SEPTEMBER 2, 2022

Your Topics are things like “Price” or “Customer Service” – they are created by the Lumoa AI based on what your customers are saying. Lumoa offers a way to close the loop with your customers by using the Events page. New improvements to Editing Topics.

Close the Loop 78

Close the Loop AI Customer Feedback Customer Service 78

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. Before that, What is Customer Service in Retail?

Retail 52

Retail Customer Service E-commerce Social Media 52

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play.

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Lumoa

FEBRUARY 20, 2018

It could be your customer experience team, it could be the top management. In fact, all the departments should work together to be able to influence the customer experience. Customer service is not a department, it’s everyone’s job. In a successful organization, everyone participates in the customer experience management.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

PeopleMetrics

MAY 12, 2016

The best customer experience companies place customers at the center of everything they do. They make improving customer experience a core part of their business by closing the loop on customer feedback, identifying key outcome metrics, and helping employees take action to drive those metrics.

Customer Experience 86

Customer Experience Close the Loop Customer Feedback Customer Experience Management 86

SurveySensum

FEBRUARY 3, 2022

Close the feedback loop. If you called Amazon customer service today and they send you a feedback survey 2 weeks after, over the email, how likely are you to respond to that? Brands should know which survey should they send, at what time, and on which channels to their customers. Believe in personalization.

B2C 72

B2C Close the Loop CX NPS 72