Execs In The Know

AUGUST 26, 2021

Using CXM, an organization can track and understand the overall effort of its customers, especially when paired with customer effort scores derived from customer surveying. They are not segmenting by industry but are instead constructing their expectations from what they are experiencing wherever they are doing business.

Omnichannel 98

Omnichannel CXM Net Promoter Score Artificial Intelligence 98

SurveySensum

MARCH 15, 2024

It helps you identify and understand your customer base. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. It is a customer experience platform that provides necessary insights into your customer base across different industries like B2B, Fintech, Telecom, etc.

Text Analytics 52

Text Analytics NPS Outlook CX 52

SurveySensum

DECEMBER 8, 2021

Aileen Day , CX Thought Leader and Owner of the Value-Driven Brand, shares a great example of sending an NPS survey just after the purchase of the product. She says, “I’d add surveying at seemingly inappropriate points in the CX journey e.g The key is to strike the iron while it is still hot!

Double-Barreled Question 52

Double-Barreled Question Close the Loop NPS Construction 52

SurveySensum

JULY 19, 2024

However, these types of questions can become a liability and skew your survey result if not used correctly. If the scale is not defined correctly it won’t capture the right customer sentiment. But more often than not, these surveys end up costing businesses because of poorly constructed surveys with biased questions.

Double-Barreled Question 52

Double-Barreled Question Actionable Insights Text Analytics NPS 52

Zendesk

MARCH 31, 2021

The results impact an agent’s customer satisfaction score, a numerical value also known as CSAT. Watch this video about using simple CSAT surveys to get customer feedback: Customer surveys are used for many different reasons, including measuring customer satisfaction, market research, or gauging expectations.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Callminer

JULY 23, 2019

If you must provide constructive criticism, start the coaching session by praising the employee. It is easier to give constructive criticism if you can point to specific issues instead of giving generalized feedback. ” – How to Give Constructive Criticism to Call Center Agents , Executive Boutique; Twitter: @eb_call. .”

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

SurveySensum

FEBRUARY 28, 2024

Dynamic Dashboards and Insightful Reports Effortlessly explore a thorough 360-degree dashboard, allowing you to delve into various channels such as emails, pulse surveys, and custom surveys seamlessly. Best Features: It provides an instant survey launch facilitated by 100+ built-in templates.

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

Qualtrics

JULY 31, 2019

Whether it’s frontline staff closing the loop with dissatisfied customers, or head office analyzing NPS alongside revenue. Tetra Pak uses O-Data gathered on SAP systems to trigger surveys at certain points in a customer’s journey, and includes questions matched to the customer’s profile.

Close the Loop 31

Close the Loop NPS Construction Finance 31

SurveySensum

FEBRUARY 14, 2024

Key Features: Custom Survey Questions: Craft surveys with personalized questions using a library of prompts from 15Five. With Reflektive, managers can efficiently assess employee performance, provide constructive feedback, and drive continuous improvement. Easy setup of NPS dashboards for individual departments.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

Zendesk

AUGUST 22, 2023

Evaluate your buyer persona Buyer personas help companies understand and connect with their target audience by identifying key information, which can be achieved through market research like customer surveys, researching market trends, analyzing website traffic or social media engagement, and talking to your actual customers.

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52