Intercom, Inc.

MAY 6, 2020

CSAT can be a great customer service metric that helps you keep up with your customers’ expectations. IQS balances your customers’ feedback with your own perspective and helps you understand whether customers’ expectations align with your company goals. Why CSAT is not enough.

Scorecard 231

Scorecard Customer Satisfaction Start-ups Customer Feedback 231

Lumoa

SEPTEMBER 10, 2018

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. Sometimes they have a long history of doing surveys and they want to continue that to keep the results comparable. But does this approach make sense?

Customer Feedback 68

Customer Feedback Text Analytics Close the Loop Hospitality 68

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Retently

AUGUST 26, 2019

In order to genuinely understand customers and increase retention, businesses need to focus a big part of their resources and manpower on customer feedback. The way someone approaches feedback can make or break their business. How Important Is Customer Feedback? What Is the Customer Feedback Loop?

Customer Feedback 72

Customer Feedback Social Media Net Promoter Score NPS 72

Execs In The Know

OCTOBER 14, 2024

What is AI customer feedback analysis? AI customer feedback analysis uses artificial intelligence to gather, analyze, and present valuable insights from customer feedback. This feedback can come from surveys, customer conversations, support ticket data, and more.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

Lumoa

FEBRUARY 7, 2023

The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels. VoC delves beyond the surface level of customer feedback to uncover their underlying desires, requirements, and expectations.

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

SurveySensum

APRIL 28, 2025

Heres the thing – 77% of customers have a more favourable view of brands that ask for and accept customer feedback. Thats where Voice of Customer (VoC) programs come in! But what is VOC, why is it crucial, and how can you leverage it to improve customer satisfaction and business growth? Lets dive in!

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Callminer

FEBRUARY 27, 2019

While the cost of in-person interviews is the highest among all forms of interview, it is still considered to be the most useful form for building trusting customer relationships. Hospitality isn’t just about providing what a customer (guest) asks for. Analyze your customer feedback data and scrutinize it. “A

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Fonolo

DECEMBER 16, 2021

Social media is one of the top communication tools for support — in fact, 75% of customers use social media to engage with their favorite companies. What’s more, 47% of customers expect companies to use social media as well. FACT: 75% of customers use social media to communicate with businesses.

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

Fonolo

AUGUST 24, 2017

We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. Understand Your Customers’ Expectations. Plus So Much More!

Contact Center 98

Contact Center Customer Satisfaction Customer Expectations NPS 98

SurveySensum

NOVEMBER 2, 2023

Are you aligning with the evolving needs and preferences of your customers? If not, you should start gathering customer feedback. It’s the key to exceeding their ever-changing expectations. These insights empower you to enhance customer experience, boost satisfaction, and foster loyalty. If yes, then why?

Customer Feedback 52

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 52

SurveySensum

DECEMBER 2, 2024

While Confirmit (now Forsta) may be popular, it’s often cited as complex and costly, which limits the ability of many brands to be as adaptable as they need to be in response to changing customer expectations. With its versatile features, you can capture, process, and respond to customer feedback in ways that matter to your business.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

SurveySensum

OCTOBER 14, 2024

Well, to help you with that, we collated a list of some crucial voice of the customer questions that will help understand your customers’ interests and analyze the market. But let’s first have a clear idea of what Voice of the Customer is. What is the Voice of Customer? Why is Voice of Customer Surveys Important?

VOC 52

VOC Customer Survey Voice of the Customer Customer Retention 52

SurveySensum

MARCH 27, 2024

So, how can they customize their product according to their customer’s needs and preferences when they do not know the exact pain points of the customer? This is where customer feedback enters the picture! Now, it is imperative to collect feedback the right way and find the best timing.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

SurveySensum

SEPTEMBER 25, 2023

Businesses of all sizes are using videos to reach their target audience, build relationships with customers, and drive sales. The answer is simple: listen to your customers. Customer feedback is the key to creating video content that resonates with your audience and achieves your marketing goals.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

SurveySensum

SEPTEMBER 1, 2023

The ideal method for getting this information, and possibly one of the oldest, is the customer survey. If used properly, customer surveys can make a whopping success out of your marketing campaign. When you have all the survey information, you can use it to boost your marketing strategy. Not convinced just yet?

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52

InteractionMetrics

OCTOBER 14, 2021

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Survey Software or Customer Survey Company? But perhaps you’re on the fence.

Customer Survey 52

Customer Survey Net Promoter Score Text Analytics Touchpoint 52

InteractionMetrics

OCTOBER 14, 2021

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Survey Software or Customer Survey Company? But perhaps you’re on the fence.

Customer Survey 52

Customer Survey Net Promoter Score Text Analytics Touchpoint 52

InteractionMetrics

OCTOBER 14, 2021

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Survey Software or Customer Survey Company? But perhaps you’re on the fence.

Customer Survey 52

Customer Survey Net Promoter Score Text Analytics Touchpoint 52

SurveySensum

SEPTEMBER 30, 2024

Let’s dive into the depth of each tool and analyze their key features, and other offerings to better manage your customer expectations. SurveySensum SurveySensum is an AI-enabled customer feedback tool that provides end-to-end survey solutions for improving customer experience, employee engagement, and product development.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Sentiment Analysis 52

Shep Hyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. In this post, we shall compare five customer expectations in 2021 to their reality. Reality: Customer Service generally feels like sales. .

Customer Experience 90

Customer Experience Artificial Intelligence Customer Expectations Innovation 90

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey!

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

SurveySensum

JULY 27, 2023

Do you know how Amazon suggests the products that you totally love based on what you’ve bought and browsed? — By actively gathering and analyzing customer feedback to get insight into its customer’s preferences. That’s also the power of understanding customer feedback and data. And Netflix?

Retail 52

Retail Customer Feedback Close the Loop Touchpoint 52

Shep Hyken

FEBRUARY 8, 2022

He now leads FeedbackNow , Forrester ’s AI-powered physical & digital solution to measure, analyze, predict, and act on customer feedback in real-time. Shep Hyken is a customer service and experience expert,? DO customer surveys still work? How did COVID-19 change customer expectations?

Healthcare 82

Healthcare Start-ups Customer Survey CX 82

InteractionMetrics

FEBRUARY 20, 2025

Close the Loop Quickly Speed matters when addressing customer feedback. Whether a customer is thrilled or disappointed, responding quickly makes all the difference. A well-trained frontline team can turn a negative experience into a positive one, creating opportunities to build stronger customer relationships.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

SurveySensum

OCTOBER 16, 2024

80% of companies that have experienced positive growth use customer surveys to gather customer feedback, compared to 58% of non-growth companies. But Why Should You Use Business Survey Questions? Save time and money: 77% of consumers have a more favorable view of companies that ask for and accept customer feedback.

Text Analytics 52

Text Analytics Customer Satisfaction Customer Loyalty Customer Service 52

Aquire

AUGUST 30, 2021

Customer surveys are an opportunity to learn what customers think about your brand based on facts, rather than assumptions. The customer feedback you gather from surveys is gold dust. Within them lies all the information you need to provide the products and services customers really want.

Customer Survey 95

Customer Survey Net Promoter Score Actionable Insights Touchpoint 95

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 136

NPS Net Promoter Score Customer Satisfaction Customer Feedback 136

Retently

OCTOBER 11, 2024

EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect.

Retail 135

Retail Scorecard Sentiment Analysis Customer Service 135

SurveySensum

JANUARY 16, 2025

SurveySensum Platform Overview SurveySensum is an AI-enabled customer feedback management platform that provides end-to-end CX solutions that help you take prioritized actions impacting your bottom line and driving business growth. Not just that, the survey builder comes with DIY capabilities. SurveyMonkey also scores a 4.4,

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without it, you’ll never know what a customer wants or expects.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Experience Investigators

MAY 11, 2021

What is customer experience strategy? Let’s start by defining what it’s not: It can’t be “have a great customer experience” or “exceed customer expectations.” How each goal will be measured for success , based on both customer feedback and operational outcomes.

Customer Experience Management 105

Customer Experience Management CXM CX Customer Experience 105

Zendesk

DECEMBER 18, 2020

Every customer counts when you’re a startup, so you need to make a good impression on the channels you already have. Most customers expect an email response within 12 hours. As a startup leader, you should be intimately familiar with your customers’ needs—and that understanding should extend to customer service.

Social Media 98

Social Media Retail Start-ups Customer Survey 98

InteractionMetrics

MARCH 27, 2025

This number shows how many customers stayed with you over a given period of time. At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. 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 CEM B2C 107

Fonolo

JULY 5, 2022

Some people aren’t used to an environment where excellence is expected.” But these days, customers expect excellence. . Today’s customer has evolved, with no patience for anything less than exceptional. Seek Customer Feedback. Look back at your customer feedback.

Net Promoter Score 81

Net Promoter Score Customer Satisfaction Contact Center Compliance 81

Retently

MARCH 10, 2022

Nonetheless, here’s a few tips that will help you out in this direction: Collect customer feedback regularly (via quarterly business reviews, customer surveys). Be proactive: monitor customer health and contact them when it drops. Send personalized communications according to customer behavior and interests.

Start-ups 147

Start-ups Customer Satisfaction Customer Service Omnichannel 147