Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? 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?

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. Let’s review 5 questions to consider as you set up customer listening posts for your Voice of the Customer program. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

Intercom, Inc.

JUNE 5, 2019

This can often mean your work feels chaotic and overwhelming, making it hard to keep up. Want to get started? Use the Article Inserter app to send them a help doc to get them up and running with their new features, share an upcoming webinar with the Zoom Webinars app, or send a relevant blog post with the Content Showcase app.

Close the Loop 29

Close the Loop Start-ups Engineering CRM 29

ClearAction

AUGUST 29, 2015

Closing the loop with a customer about a low rating on a survey or an issue they've contacted the company about is in almost everyone's recipe for customer experience improvement. Forgiveness of occasional frailties is common among customers — they've been conditioned to put up with a lot.

Customer Experience 117

Customer Experience Close the Loop Customer Experience Management Sports 117

Experience Investigators

DECEMBER 14, 2021

It’s time to wrap up another year. There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example. Make 2022 the year you close the loop. 2021 was another strange, unpredictable, not-quite-back-to-normal trip.

Customer Experience 135

Customer Experience Close the Loop Customer Journey Map Contact Center 135

Intercom, Inc.

OCTOBER 27, 2020

With customer expectations on the rise, we look to find out how support leaders are creating best-in-class experiences to meet those expectations, and what support teams need to be set up for success as the future unfolds. Click here.”

Close the Loop 179

Close the Loop Education Start-ups Customer Expectations 179

Experience Investigators

JANUARY 5, 2022

It started with a plan – including immediate foundational steps to take, secondary growth, and longer-term strategies for continued success. You started by defining what customer experience success meant to your organization. . How can you show up for customers no matter what? How did this happen? What did that plan look like?

Customer Experience 134

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

Intercom, Inc.

FEBRUARY 25, 2021

Bobby Stapleton , our Senior Manager of Customer Support for North America, recently caught up with Annette to chat about getting to know the customer and why personas and journey mapping are the perfect tools to do it. Finally, and only when you have those two systems in place, you can (and must) start empathizing with them.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Intercom, Inc.

JANUARY 27, 2021

With customer expectations on the rise, we look to find out how support leaders at companies like Slack , Zapier , and Aircall are creating best-in-class experiences to meet those expectations, and what support teams need to be set up for success as the future unfolds. The power of conversations.

Close the Loop 165

Close the Loop Machine Learning Start-ups Customer Relationship 165

Intercom, Inc.

SEPTEMBER 7, 2018

For sales and support, the volume of prospects and customers they handle, and their capacity to scale up that volume, is the reason they are so focused on efficiency and output. Your bots work all day every day – starting conversations, asking the right questions and delivering the most qualified leads right to you.

Close the Loop 123

Close the Loop Start-ups Sales Customer Feedback 123

Lumoa

DECEMBER 17, 2022

So let’s get started counting down our top features of the year, starting with… MASSIVE update to the Integrations hub – one click integrations with your favourite apps! Check out some of the integrations below, or Admins can use this link to visit the Integrations Hub directly and get started pulling in new data!

Close the Loop 78

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

Lumoa

JANUARY 17, 2023

So let’s get started counting down our top features of the year, starting with… MASSIVE update to the Integrations hub – one click integrations with your favourite apps! Check out some of the integrations below, or Admins can use this link to visit the Integrations Hub directly and get started pulling in new data!

Close the Loop 78

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

Lumoa

FEBRUARY 9, 2023

Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Why is NPS ® going up or down?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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. Voice of the customer: where to start?

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

Totango

SEPTEMBER 1, 2020

That starts with understanding why it happens. Pay Attention to NPS and Close the Loop. Closely Follow Product Usage. Pay Attention to NPS and Close the Loop. Get started for free today. However, that does not mean you cannot mitigate the effects of churn. Value Escalation and Support Information.

Net Promoter Score 108

Net Promoter Score Close the Loop NPS Construction 108

Lumoa

FEBRUARY 13, 2024

Starting earlier this year: Exports are delivered to you by email You will need to be logged in to Lumoa in order to access the link in the email This new export process has no limits on how much data it can pull Check out how to export data from Lumoa using this guide. What a year of releases for Lumoa. That’s all folks!

Close the Loop 78

Close the Loop Start-ups Touchpoint 78

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. By closing the loop promptly, brands can demonstrate their commitment to addressing customer concerns and improving the overall experience.

Close the Loop 52

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

Lumoa

MAY 17, 2022

Start here to resolve them Automatically Generated Insights – added Filter Insights and Related Insights, explained further above Recent webinars! Start here to resolve them Automatically Generated Insights – added Filter Insights and Related Insights, explained further above Recent webinars! Thanks for reading!

Close the Loop 78

Close the Loop Start-ups Touchpoint Customer Experience 78

Experience Investigators

JUNE 22, 2021

One loud complainer may be speaking up on behalf of many, many others. . Set up alerts to get more details. Set up triggers at intervals throughout the onboarding process to reach out and see if that customer needs support. Are they asking for follow-up communication or training and not getting it?

Close the Loop 108

Close the Loop Customer Journey Map Education Invoicing 108

Customer Service Life

FEBRUARY 4, 2021

And, the FruitStand support team is made up of 2 people (1 of them is myself!). Closing the loop with the On Hold feature. This means that we often need to follow up with a customer, whether it be via email, SMS, Facebook comment or another of the communication channels we provide. That’s a lot!

Close the Loop 95

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

PeopleMetrics

MARCH 1, 2017

Step 3: Decide who will be responsible for closing the loop with individual customers. Before you launch your program, decide who will follow up with which customers, decide the scenarios in which that follow-up will happen, and set clear performance standards. Step 4: Train those responsible for alert follow-up.

Customer Feedback 76

Customer Feedback Close the Loop Voice of the Customer Start-ups 76

Experience Investigators

NOVEMBER 16, 2021

How can you set up your organization for success when it comes to feedback programs? This is also where it’s important to define how to close the loop with the customer. Then include those teams early in the process, so they are prepared when the feedback starts rolling in. They don’t care what your reports look like.

Customer Feedback 133

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

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 divided the class up into two groups and explained the rules.

Close the Loop 70

Close the Loop Start-ups Customer Service Customer Experience 70

Lumoa

APRIL 24, 2018

For organizations just starting out with CX, NPS is a good gauge of loyalty. The Net Promoter System provides the opportunity for you to act by closing the loop on both a tactical and strategic level. NPS is great for companies who are just beginning to look at their customer’s experience and don’t know where to start.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Taylor Reach Group

MARCH 29, 2019

That doesn’t start when you walk into a conference room for a listening session with them. You follow up, you keep your promises and you tell the truth. Start with something like, “What do our customers love about dealing with us?” Wrap up the listening session by gaining consensus on the most critical points to address.

Customer Experience 90

Customer Experience Close the Loop Start-ups CX 90

Lumoa

JANUARY 3, 2023

Start with the end goal in mind. Start with the end goal in mind. When it comes to survey design, the most important principle to keep in mind is to start with the end goal in mind. Here are 3 simple steps that will help you along the way: Start with a screener. Survey Design Best Practices. Avoid bias and priming.

NPS 147

NPS Touchpoint Construction Sentiment Analysis 147

Totango

NOVEMBER 18, 2020

Define the customer segments you want to track closely. Ask for customer feedback and make sure to close the loop. Reaching out with encouraging follow-ups reminding them of key actions and trainings. Following up with CSAT/NPS scores. Ask for Customer Feedback and Make Sure to Close the Loop.

Close the Loop 80

Close the Loop NPS Customer Feedback Customer Retention 80

Lumoa

MARCH 20, 2018

So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments. 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

APRIL 3, 2018

If your company focuses on following the score only , you will very happy if the NPS goes up. But what will you do if the score starts to fall? Many companies panic: customer research is commissioned, task forces established, and people start to read the feedback just to understand what is going on. Don't fall into this trap.

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

Lumoa

FEBRUARY 17, 2023

Let’s get started! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. New export process Previously, Lumoa exports were limited to a max of 25k feedback. Thanks for reading!

Close the Loop 78

Close the Loop Start-ups AI 78

Lumoa

NOVEMBER 3, 2022

For a while now, Lumoa has offered a way to close the loop with your customers by using the Events page. If you’re more of a reader though, we also have this text guide that you can check out, which covers the above info in more detail. Events marked “Done” now highlighted on Impact page!

Close the Loop 78

Close the Loop Start-ups AI Customer Feedback 78

CX Journey

MAY 23, 2018

Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. Why don't companies act on the feedback or close the loop with customers?

Close the Loop 50

Close the Loop VOC CEM Start-ups 50

Lumoa

FEBRUARY 28, 2023

This eats up hours and hours of work, making it very time-consuming to generate meaningful insights. Close the loop with your customers It may seem simple, but an often overlooked step in a customer feedback strategy is closing the loop with customers.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

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

ClearAction

DECEMBER 11, 2018

Julie Garrah, Customer Experience Manager on Kirsty’s team at Hootsuite, explained: “We emphasize closing-the-loop in communicating what action we’re taking. We send customers a closing-the-loop email on a six-month cadence, sharing what we’re doing.”. This drives improvement in scores.

Customer Experience 71

Customer Experience Customer Journey Map Close the Loop Gaming 71

Experience Investigators

APRIL 13, 2021

I recommend starting with a “handful” and going from there. (I If You’re Building Customer Personas : Interview a group of customers who share similar goals to start defining how to represent them in a persona. Let them know how you plan to follow up with them (if appropriate) and set any future expectations. .

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

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. The glasses were picked up.

Close the Loop 52

Close the Loop B2C B2B Customer Feedback 52