CX Journey

DECEMBER 9, 2014

Image courtesy of rovingisydney Do you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. Unfortunately, so few companies actually close the loop with their customers.

Close the Loop 69

Close the Loop VOC CX Customer Feedback 69

Experience Investigators

JULY 20, 2021

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. Related: Customer Experience Management Defined: How is it Different than CX? We’ve reached a stage when CX best practices are being applied and acted upon.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

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. One of the most valuable tools at a brand’s disposal for enhancing CX and driving growth is customer feedback.

Close the Loop 52

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

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?". Identify your CX Heroes, celebrate them and model them. Here they are!

CX 163

CX CEM Close the Loop Business Administration 163

Intercom, Inc.

OCTOBER 22, 2020

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. Taking a holistic approach to CX. Here’s Nate: “As Annette Franz would say, ‘A CX change is culture change.’ Voice of the customer.

CX 218

CX Voice of the Customer Sentiment Analysis Engineering 218

Lumoa

NOVEMBER 4, 2024

Now, we can take those AI answers and use them to close the loop. We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Introducing Netigate EX! We asked “what our three biggest issues were last quarter?”

Close the Loop 78

Close the Loop AI B2B Engineering 78

Experience Investigators

JUNE 18, 2024

Lessons for Improving Your Customer Experience Strategy I’ve seen organizations adopt a few common mindsets that inadvertently hold them back, as well as CX pros who overlook key resources that can help them get ahead. When I ask about closing the loop on customer feedback, they say they haven’t quite figured that out yet.

CX 52

CX Customer Experience Net Promoter Score Close the Loop 52

eglobalis

OCTOBER 21, 2024

This not only closes the loop but also demonstrates a commitment to solving problems. McKinsey’s research highlights that personalized customer interactions significantly improve satisfaction. After resolving the issue, companies can circle back publicly to show that they’ve addressed the concern.

Social Media 408

Social Media B2B Sentiment Analysis B2C 408

Experience Investigators

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. I’m seeing too many CX leaders who are not given the right authority or influence they need to be successful.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

PeopleMetrics

AUGUST 22, 2022

The answer to keeping your customers happy is simple: close the loop. Closed-loop customer feedback provides businesses with a reliable, structured approach to collecting, analyzing, and implementing the feedback they received from customer satisfaction surveys. What is closed loop feedback?

Customer Feedback 71

Customer Feedback CX Sentiment Analysis Close the Loop 71

SurveySensum

SEPTEMBER 5, 2024

This shift in customer experience – from being “just enough” to “wowing customers” has taken the CX industry by storm and banking and financial services are not indifferent to it. Personalization But With A Twist Of AI Every CX strategy includes personalization. times faster than their competitors? Everyone’s talking about it.

Close the Loop 52

Close the Loop Customer Experience Omnichannel Machine Learning 52

PeopleMetrics

DECEMBER 5, 2017

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. Making a point to come back to “close the loop” with your customers can reap greater rewards than you might think. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Doing CX Right

SEPTEMBER 13, 2020

Celebrate CX Day To Enhance Your Company Culture. CX Day, spearheaded by the CXPA organization is a real day. CX Day, typically celebrated in October each year, is a terrific way to drive awareness about the importance of customer experience and thank employees for their dedication to delighting customers. I didn’t make it up.

CX 72

CX Social Media Close the Loop NPS 72

Lumoa

FEBRUARY 28, 2023

A modern CX tool enables you to easily connect disparate data sources, eliminating data silos for good. It also enables real-time insights into key CX metrics, reducing manual effort and the time it takes to uncover relevant insights.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Experience Investigators

DECEMBER 14, 2021

CX leaders can play an important role by collaborating with leaders throughout the organization. Make 2022 the year you close the loop. CX leaders can build coalitions with other leaders to get them involved and respond. CX leaders can build coalitions with other leaders to get them involved and respond.

Customer Experience 135

Customer Experience Close the Loop Customer Journey Map Contact Center 135

Intercom, Inc.

FEBRUARY 25, 2021

Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. CX teams wear a lot of different hats – they have to be problem-solvers, project managers, good listeners, and excellent communicators. Empathizing with customers with Annette Franz , on Engati CX.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Experience Investigators

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. As a CX leader, you were able to establish a strong foundation for success in the first few months of the year. . Related Resources: [Guide] CX Mission Statement Workbook.

Customer Experience 134

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

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

Net Promoter Score 71

Net Promoter Score CX Customer Experience Touchpoint 71

Doing CX Right

SEPTEMBER 13, 2020

Celebrate CX Day To Enhance Your Company Culture. CX Day, spearheaded by the CXPA organization is a real day. CX Day, typically celebrated in October each year, is a terrific way to drive awareness about the importance of customer experience and thank employees for their dedication to delighting customers. I didn’t make it up.

CX 52

CX Social Media Close the Loop NPS 52

CX Accelerator

OCTOBER 9, 2018

The CX Magic Button – My favorite technique involves a USB webkey and an ultra-simple feedback form. As employees enter the feedback, it’s reviewed by our CX team and curated into a presentable format. 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.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

Qualtrics

DECEMBER 6, 2021

The ability to pull this unsolicited feedback into your customer experience (CX) platform and compare it to other business data, such as VoC feedback and operational KPIs, provides a more comprehensive and realistic view of customer sentiment than with traditional methods alone.

VOC 48

VOC CX Close the Loop Social Media 48

SurveySensum

NOVEMBER 22, 2021

Closed-loop Feedback: A Comprehensive Guide. What does closed-loop feedback or closing the loop really mean? Why should you close the feedback loop? How to Close the Loop? Types of Closed-Loop Feedback. Inner Customer Feedback Loop. How to Close the Loop?

Close the Loop 52

Close the Loop B2C B2B Customer Feedback 52

Lumoa

JANUARY 31, 2023

Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management? Changes implemented within silos seldom translate into significant CX improvements.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

SurveySensum

FEBRUARY 3, 2022

Even the CX Guru, Shep Hyken agrees to it. A single open text field where customers can write whatever they want is very powerful when you use insights and CX platforms.” . Founder of CX Excellence, Michael Brandt, CCXP also agrees. Jeremy Watkin , Director of CX and Support at Numberbarn, shared his experience with Zendesk.

B2C 72

B2C Close the Loop CX NPS 72

Qualtrics

FEBRUARY 10, 2020

We’ve seen more and more companies expand their CX programs to bring in more channels, more respondents, and more internal stakeholders than ever before. Plus, you can also close the loop on those same platforms, so wherever your customers are you can listen and take action. More about Online Reputation Management.

CX 58

CX Close the Loop Unstructured Data Social Media 58

Experience Investigators

OCTOBER 27, 2020

Related Resource: Create a CX Success Statement with our CX Success Statement Workbook. How will you close the loop with the customer? If customers have a complaint or issue as part of their offered feedback, then what processes or protocols are in place to close the loop with them individually?

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

SurveySensum

OCTOBER 10, 2024

This points out the critical necessity for insurers to both innovate and adapt their CX strategies to fulfill rising expectations. Because, beyond customer satisfaction, investing in CX can boost operational efficiency, leading to higher customer retention and better business outcomes. But how does it benefit the insurers?

Customer Experience 52

Customer Experience Omnichannel Close the Loop CX 52

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? If so, it’s good CX. CX is cumulative, encompassing pre-sale and post-sale. 4) Focus Top Management on CX Annuities.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. How likely are you to recommend Net Promoter System to your CX colleagues? (on Why did you give that score?

NPS 126

NPS CX Net Promoter Score Close the Loop 126

SurveySensum

JULY 4, 2024

Gaining an overview of your CX strategy and taking action in time? It gives you an overview of different aspects of your customer account, enabling you to track important CX metrics and KPIs and giving you a better understanding of what is working and what is not working in your CX strategy.

NPS 52

NPS Close the Loop Actionable Insights Customer Retention 52

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. Integrating these five items will ensure voice of the customer success!

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

SurveySensum

NOVEMBER 1, 2021

So one day on Twitter, I asked my fellow CX Leaders in the CXQOTD – “In your experience, where have you seen the worst NPS survey designs?”. Jeremy Watkin, Director of CX and Support at NumberBarn introduced #CXQOTD ( CX question of the day) on Twitter, where he’d ask a CX question every day. Act on that feedback.

NPS 78

NPS Close the Loop CX CRM 78

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Logicalware

NOVEMBER 27, 2023

Customers voice and closing the loop JYSK places a premium on customer feedback and has implemented speech analytics in several countries while also receiving a lot of customer feedback based on reviews and surveys.

Artificial Intelligence 52

Artificial Intelligence Close the Loop Customer Experience Omnichannel 52

SurveySensum

SEPTEMBER 24, 2024

CX Consultation : If you are new to customer experience management and need a bit of guidance to get started, then Numr is not an ideal tool for you as the tool doesn’t provide CX consultation for top CX experts. Get a Live Demo Free Forever • No Feature Limitation • No Credit Card Required • Sign Up For Free 2.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Touchpoint Start-ups 52

Qualtrics

MAY 1, 2019

In this blog, she looks at how donors can take lessons from the CX world and apply them to their own college programs. Today, most large organizations are hiring people with CX in their job title, and some have whole teams dedicated to it. Close the loop with dissatisfied alumni.

Close the Loop 39

Close the Loop CX Invoicing Education 39

Experience Investigators

JANUARY 10, 2023

Customer experience (CX) is seen as not just a department or idea, but the WAY you do business. . As a CX leader, you were able to establish a strong foundation for success in the first few months of the year. Related Resources: [Guide] CX Mission Statement Workbook. How did this happen? Ask these questions. .

Customer Journey Map 52

Customer Journey Map Customer Experience Close the Loop CX 52