ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. My conversations with B2B VoC managers over the years, and even recently, indicate that most of us are falling short.

VOC 54

VOC B2B Customer Experience Close the Loop 54

SurveySensum

FEBRUARY 13, 2025

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? Thats why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. Identify the High-Impact Journey Understanding customer feedback at individual touchpoints wont help you.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. OK, so let's dive in on the next installment of VoC program mistakes.

VOC 54

VOC Close the Loop Touchpoint Social Media 54

Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program.

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

Customer Service Life

AUGUST 22, 2019

As you consider asking your customers these questions, be deliberate about the key touchpoints or places in the journey where you want to measure success. Listen to the voice of the customer (VOC). Also, be sure to close the loop with your agents, coaching them on they can do differently the next time.

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107

Lumoa

MARCH 20, 2018

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. This type of survey is a great way to close the loop on a customer interaction and make sure that you’ve met their expectations.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

MARCH 3, 2022

VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. What are VoC tools? Mandatory features to look for in a great VoC tool? What are VoC tools? A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Confirmit

NOVEMBER 16, 2020

Here is a sneak peek into the captivating stories you’ll find in these pages: Amadeus runs a global VoC program that gathers timely feedback and delivers insight into pain points to maintain long-term customer relationships. Cromwell established a multi-touchpoint VoC program to better understand customer expectations.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

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

Lumoa

APRIL 24, 2018

Plus, NPS samples are insufficient i.e. of the total customer base how many responses would we need across a range of touchpoints to make NPS statistically valid? The Net Promoter System provides the opportunity for you to act by closing the loop on both a tactical and strategic level.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

SurveySensum

FEBRUARY 24, 2025

SurveySensums AI-powered Text and Sentiment analytics software helps businesses listen to 360-degree VoC across multiple channels – including in-app feedback, chats, Play Store reviews, emails, surveys, and more. STEP 4: Close the Loop With Real-time Ticketing System Dont just analyze feedback take action.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. OK, so let's dive in on the next installment of VoC program mistakes.

VOC 32

VOC Close the Loop Touchpoint Social Media 32

CX Journey

JULY 10, 2014

Ensure that you have the right feedback at the right time from the right customers, then glean insights, create action plans, and drive it all back to the right departments and right employees who take action at the right touchpoints at the right time. To do that, we must have the right data at our fingertips. What is the right data?

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. In general, if you want a large volume of customer data, options like automated customer surveys at key touchpoints or open opportunities for customers to provide feedback tend to be better tools.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

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

MARCH 20, 2018

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. This type of survey is a great way to close the loop on a customer interaction and make sure that you’ve met their expectations.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

DECEMBER 24, 2024

Closed Loop Follow-Up Use detailed feedback and insights to resolve bad customer experiences immediately and convert your detractors and passives to promoters. This tool lets you tag negative and positive messages, automate support, and close the loop quickly. 10 Best Qualtrics Competitors and Alternatives in 2025 3.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 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

Lumoa

JANUARY 19, 2023

Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. What are the key touchpoints for different personas? Where do they hang out? What are their goals? How do they get in touch with us?

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

SurveySensum

APRIL 5, 2022

Organizations that are very particular about understanding their customers’ journey at multiple touchpoints and wish to deliver an end-to-end customer experience end up looking for the best alternative to SurveyMonkey. . You can use this VoC tool to evaluate the ease of use and customer satisfaction at multiple touchpoints.

NPS 52

NPS Sentiment Analysis Start-ups Customer Feedback 52

SurveySensum

FEBRUARY 10, 2022

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? That’s why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. . Understanding customer feedback at individual touchpoints won’t help you.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

SurveySensum

FEBRUARY 3, 2022

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? That’s why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. . Understanding customer feedback at individual touchpoints won’t help you.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 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. Take tactical actions to close the loop with individual customers (or a selected group of them). Your position against your competition.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

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. With SurveySensum, users can Create and share surveys across different channels.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. can all be folded into a VoC program to get answers fast.

VOC 70

VOC CEM Close the Loop Business Administration 70

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. Close the loop with individual or group of customers to respond to their feedback. Understand your customers’ expectations better.

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40

PeopleMetrics

JANUARY 14, 2025

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). CX measurement, or VoC, is about real-time, continuous listening and acting on customer feedback from identified customers. Both are critical, but they serve different purposes.

AI 71

AI Sentiment Analysis E-commerce CX 71