Lumoa

FEBRUARY 20, 2018

Customer experience matters across all the channels and all the touchpoints of customer journey. Contact volume by channel Knowing the contact volume and ticket distribution by channel will help you to identify the main customer touchpoints that cause problems or are unclear to your customers. Cross organizational silos.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

Lumoa

APRIL 3, 2018

Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Many companies often start measuring NPS at one touchpoint (which is often customer service, as it is the most obvious option) that they think is the most important. When to ask feedback?

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

SurveySensum

DECEMBER 4, 2024

Step 5: Close the Loop This is one of the most crucial steps in using the NPS. Customer Experience (CX) Design: This is done to create a consistent, relevant, and meaningful experience at each business touchpoint. Doing so can help reduce waiting times, simplify the process, and ensure smooth interaction at every touchpoint.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Moreover, their teams will help you with WHEN to launch WHICH survey at WHICH touchpoint.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Lumoa

SEPTEMBER 10, 2018

Asking for customer feedback in the right time and via the right channel will not only boost your response and accuracy rates ( here’re few extra ideas of how you can improve the response rates ), but also will help you to understand what’s going on in the different customer touchpoints and in the different segments of the customer experience.

Customer Feedback 68

Customer Feedback Text Analytics Close the Loop Hospitality 68

SurveySensum

MARCH 3, 2022

It measures customer loyalty and sentiments by listening to your customers, understanding their expectations, and closing the loop. An intuitive dashboard compiles all your information in one place hassle-free to provide one-click analytical reports, feedback, reviews, tags, and more in one place. . Closing the loop.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business. What is a customer feedback loop? A CX process generates data and insights through customer feedback loops.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

SurveySensum

DECEMBER 24, 2024

Comparison Table of the Top 15 SurveyMonkey Alternatives & Competitors in 2025 SurveyMonkey Alternatives Features Free Trial Free Version Pricing G2 Rating SurveySensum Inbuilt survey templates Provide AI-enabled text analytics Powerful dashboard for quick view analysis Enables integration with HubSpot, Zendesk, and more.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

SEPTEMBER 24, 2024

Limited touchpoints : With the “essential” plan you can add up to 5 unique touchpoints and with the “pro” one you can only add up to 7 unique touchpoints, limiting touchpoint analysis.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Touchpoint Non-Profits 52

SurveySensum

NOVEMBER 6, 2023

The Benefits of Turning NPS Feedback into Action The Right NPS Methodology Step 1: Collect NPS Feedback Regularly Step 2: Analyze your NPS Feedback Step 3: Close the Loop With your Customers Step 4: Take Action on your NPS Feedback Step 5: Communicate the Action Taken to Your Customers Conclusion What is NPS? But Why is NPS Important?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

SurveySensum

AUGUST 10, 2023

Let Your Customers Easily Access You At Every Touchpoint of the Customer Journey Your customers want a seamless experience when it comes to the mode of communication. For example, Amazon actively engages with its customers and communicates with them at various touchpoints including post-order confirmation, post-payment, and post-delivery.

Customer Loyalty 52

Customer Loyalty Close the Loop Engineering Touchpoint 52

SurveySensum

FEBRUARY 11, 2022

The team guides you on everything that you need to know such as which touchpoint to gather feedback from, which metrics work better, and above all how to close the feedback loop to maximize growth. . Moreover, their teams will help you with when to launch which survey at which touchpoint. Closing the loop.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

SurveySensum

OCTOBER 2, 2024

Tools/Components Uses tools like customer journey mapping, feedback collection, and text analytics. CXM is all about optimizing your interactions to ensure customers feel valued and satisfied at every touchpoint. From Gathering Feedback to Analyzing Trends and Closing the Loop, SurveySensum is Your End-to-End CXM Solution!

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

SurveySensum

FEBRUARY 24, 2022

And this is not enough, their CX team helps you choose the right questions for the survey for each touchpoint with the correct time to send on the customers’ preferred channels. They help you with choosing the right survey, for the right audience and touchpoint, and the right channel. Closing the loop. Text Analytics.

Customer Feedback 52

Customer Feedback Sentiment Analysis Close the Loop NPS 52

SurveySensum

MARCH 20, 2024

For seasoned professionals, the tool comes with advanced features such as advanced text analytics software, analytical dashboards, cross-tab analysis, real-time ticketing system (for closed loop), ease of DIY, better visualization, and more. It offers email marketing automation.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

SurveySensum

JUNE 9, 2023

How to choose the right kind of customer satisfaction survey at different touchpoints? Try SurveySensum Now to Elevate your Customer Satisfaction This was all about the different types of customer satisfaction surveys that you can launch at different touchpoints in your entire customer journey. Let’s get into it!

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score NPS Touchpoint 52

SurveySensum

MARCH 1, 2024

All you need to do is dig deeper with AI-enabled tools like Text Analytics and use this feedback to figure out what needs fixing and then actually do something about it. → And here’s the thing – it’s not just about fixing problems behind the scenes. Solution: Open-ended question question gives you a gold mine of feedback.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

SurveySensum

FEBRUARY 23, 2024

The tools shouldn’t just be able to create effective pulse surveys but also have an internal system, like Text Analytics software , that can help you analyze and manage feedback without manual analysis. Text and Sentiment Analysis The text analytics software captures the pulse of your employees.

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

SurveySensum

NOVEMBER 14, 2023

Here’s a brand example showcasing this tip: Amazon, the e-commerce platform gathers feedback from various channels and at multiple touchpoints across customer journeys. Use tools like Mixpanel, Google Analytics, and Heatmaps to identify the customer segment. To make the most of it, you should analyze the data continuously.

E-commerce 52

E-commerce Omnichannel Touchpoint Close the Loop 52

SurveySensum

JUNE 15, 2023

Capture customer sentiment consistently across different touchpoints. After this, you can analyze the gathered feedback with SurveySensum’s Text Analytics Software. Look for patterns and trends: Dive into your data to identify common themes, patterns, or trends that emerge from the responses with tools like Text Analytics.

Text Analytics 52

Text Analytics Customer Satisfaction Close the Loop Hospitality 52

SurveySensum

JULY 10, 2023

Enhance In-Store Experience (at Each Touchpoint) Does your in-store appeal enough to invite customers? Suggested Read: Seven Useful Tips from Experts to “Close the Loop” Customer Feedback 8. Encourage open-ended feedback and analyze it with Text Analytics software to understand top customer complaints and sentiments.

Retail 52

Retail Customer Service E-commerce Social Media 52

SurveySensum

JULY 4, 2023

Customers have multiple touchpoints with your brand, from clicking on your website to watching a product demo or making a purchase. These touchpoints can provide you with crucial information on your customer’s needs and expectations and what you need to improve your customer experience.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

Customers have multiple touchpoints with your brand, from clicking on your website to watching a product demo or making a purchase. These touchpoints can provide you with crucial information on your customer’s needs and expectations and what you need to improve your customer experience.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

Retently

FEBRUARY 9, 2024

Businesses can uncover invaluable insights to refine their offerings and fortify customer retention by delving into specific areas and gauging feedback across various touchpoints. Close the Feedback Loop with Effective Communication After gathering and analyzing customer feedback, it’s time to close the loop with your respondents.

Customer Feedback 93

Customer Feedback Net Promoter Score Customer Satisfaction NPS 93

SurveySensum

APRIL 21, 2023

Set up notifications to address feedback to close the loop. SurveySensum’s team of CX experts helps you effectively run surveys, analyze the feedback data, and focus on the right customer touchpoints for capturing feedback. Text Analytics : This feature helps analyze open-ended text responses from survey participants.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

SurveySensum

MAY 19, 2023

Step 5: Close the Loop This is one of the most crucial steps in using the NPS. Customer Experience (CX) Design: This is done to create a consistent, relevant, and meaningful experience at each business touchpoint. Doing so can help reduce waiting times, simplify the process, and ensure smooth interaction at every touchpoint.

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

Confirmit

MAY 29, 2018

This gives you the ability to build a strategy to approach these 3 groups, for example closing the loop with your Detractors, or leveraging positive word of mouth with your promoters. ” Ideally the answer should be in open text format and allow the respondent to express their views in their own terms.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

SurveySensum

NOVEMBER 22, 2023

That’s why it’s imperative to understand which questions to be asked at which touchpoints. Here’s what you can do – Leverage the power of the text analytics tool. Lastly, don’t forget about closing the loop after analyzing the feedback. So dive into it to really understand what your customers are saying.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

SurveySensum

OCTOBER 3, 2023

This survey will help you understand the following five important touchpoints of your automotive customer journey. Pro tip: Use tools like Text Analytics to identify emerging complaints, track customer sentiment, and act in real time. Closing the loop is essential to track progress and improve service quality.

Customer Satisfaction 52

Customer Satisfaction Social Media Finance Sales 52

SurveySensum

JULY 10, 2023

Enhance In-Store Experience (at Each Touchpoint) Does your in-store appeal enough to invite customers? Suggested Read: Seven Useful Tips from Experts to “Close the Loop” Customer Feedback 8. Encourage open-ended feedback and analyze it with Text Analytics software to understand top customer complaints and sentiments.

Retail 40

Retail Customer Service E-commerce Social Media 40

SurveySensum

JULY 20, 2023

Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey. This will help you identify touchpoints with the friction, take the required action, and improve the overall retail experience. Analyzing this feedback using powerful text analytics , they discovered important insights.

Retail 52

Retail Customer Feedback CX Social Media 52

SurveySensum

APRIL 15, 2025

It measures customer loyalty and sentiments by listening to your customers, understanding their expectations, and closing the loop. Custom dashboard An intuitive dashboard compiles all your information in one place hassle-free to provide one-click analytical reports, feedback, reviews, tags, and more in one place.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Lumoa

JANUARY 14, 2025

The Table lets you look at all those scores and compare them against each other: New analytics features for surveys without text For a long while, Lumoa has prided itself on having some of the best text analytics software in the world. Check it out here , and be sure to attend where we showcase the features live!

NPS 78

NPS AI Close the Loop Text Analytics 78

SurveySensum

MARCH 17, 2025

Starting at only $99 per month, SurveySensum’s basic paid plan includes 500 responses, 5000 emails, unlimited users, surveys, touchpoints, questions, and all website integrations. Its text analytics software automatically extracts customer sentiments and complaints from this feedback, saving you time and effort.

CX 52

CX Close the Loop Text Analytics Actionable Insights 52

SurveySensum

APRIL 23, 2025

Set up notifications to address feedback to close the loop. SurveySensums team of CX experts helps you effectively run surveys, analyze the feedback data, and focus on the right customer touchpoints for capturing feedback. Text Analytics : This feature helps analyze open-ended text responses from survey participants.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

SurveySensum

JANUARY 13, 2025

Omnichannel feedback involves collecting customer opinions from every touchpoint online, in-store, mobile apps, or during support experiences. Its all about creating a connected system where feedback from all touchpoints comes together, giving you a clear, 360-degree view of your customers experience.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 52