Retently

AUGUST 9, 2018

We’ve just mentioned that VoC research can help you enhance your products and services to make sure they better meet your customers’ needs. However, let’s go a little deeper, and look into the benefits of collecting, analyzing, and acting on customer feedback: 1. Why Is Customer Experience Management (CEM) So Important?

Voice of the Customer 90

Voice of the Customer Customer Feedback CEM Net Promoter Score 90

Experience Investigators

FEBRUARY 1, 2022

Without coalitions across the organization , CX leaders are often left with the role of collecting customer feedback and reporting on it, but unable to create the changes needed to act on customer needs. Without action , customer experience becomes a nice platitude, but not a path to greater success. That’s right.

Customer Experience 136

Customer Experience CXM Net Promoter Score CX 136

SurveySensum

AUGUST 30, 2024

In an industry where trust is paramount and multiple products and channels, providing an exceptional customer experience that establishes trust and creates a seamless experience across all channels is crucial to retaining customers and fostering financial success. Why is CX so Important in Financial Services?

Customer Experience Management 52

Customer Experience Management Customer Experience Omnichannel Text Analytics 52

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

PeopleMetrics

MARCH 10, 2015

The key is to see the forest for the trees, and to remember your ultimate goals of customer acquisition and retention. Don’t get so lost in process that you lose sight of what the customer wants or feels. Improving customer experience will involve constant listening to your customers, and adjusting to their evolving needs.

Customer Experience 109

Customer Experience Retail Customer Acquisition Start-ups 109

SurveySensum

DECEMBER 4, 2024

By constantly improving the NPS score, banks can ensure strong customer loyalty, leading to customer acquisition and increased revenue. Listen and Act on Feedback: Keep the surveys consistent and listen to customer feedback. More importantly, act on this feedback to make necessary improvements.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

SurveySensum

DECEMBER 18, 2024

Driving Customer-Centric Improvements : NPS surveys also have follow-up questions that ask customers to elaborate on their pain points. Reducing Churn : Tracking detractors enables businesses to take proactive measures to resolve issues before customers churn. Theyre also more open to upselling and cross-selling opportunities.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52