Execs In The Know

MARCH 10, 2025

Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Coming off the heels of the conference, one thing is clear: the pace of customer expectations is outstripping the speed of operational change. Businesses that dont adapt will fall behind. The takeaway?

CX 94

CX AI CX Transformation Artificial Intelligence 94

Lumoa

JULY 10, 2018

Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Not always, but often.

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

Shep Hyken

NOVEMBER 8, 2021

Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. Here are 100 of the strangest things retailers have been asked by customers. by Bob Phibbs.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Lumoa

NOVEMBER 29, 2021

Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Not always, but often.

Customer Experience 97

Customer Experience NPS Text Analytics Customer Satisfaction 97

SurveySensum

JANUARY 16, 2025

Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr. The solution works best for industries like Education, Healthcare software, Technology, Retail , Financial Services, B2B, Travel, Hospitality, etc. Lets now explore some pros and cons of Qualtrics.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Execs In The Know

MARCH 10, 2025

Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Coming off the heels of the conference, one thing is clear: the pace of customer expectations is outstripping the speed of operational change. Businesses that dont adapt will fall behind. The takeaway?

CX 64

CX AI CX Transformation Artificial Intelligence 64

SurveySensum

DECEMBER 18, 2024

The scores that customers give will be largely influenced by regional practices and cultural beliefs. To repeat the same example of US and Asian customers, US customers are generous when it comes to giving 5-star reviews or high NPS scores. Asian customers expect extremely impressive products/services to give a high NPS score.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Zendesk

MAY 17, 2022

According to our CX Trends Report, 73 percent of business leaders say there’s a direct link between customer service and financial performance. If companies want to increase profitability and brand loyalty, they need to use customer feedback (like CSAT scores) to their advantage. Hospitals: 69. Add customer self-service.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Zendesk

MAY 19, 2021

Prepare reports: With the help of a customer service tool , you’ll create reports that provide insights into service requests and your team’s performance across channels. Your reports will help your team (and the company) identify areas of improvement, bringing them closer to meeting your customers’ expectations and achieving goals.

Customer Service 52

Customer Service Hospitality Hospitality Construction 52

Retently

FEBRUARY 21, 2024

The timing and positioning of your survey can encourage participation, while the natural fit of this survey question among others within the customer feedback questionnaire can increase the chances of getting a response. T rends in customer feedback can tell how to address common complaints and implement suggestions for improvement.

Social Media 78

Social Media Engineering Customer Acquisition Retail 78

SurveySensum

OCTOBER 31, 2023

What are customer experience and customer service, how they’re connected, their differences, why do they matter for your business, and how a customer feedback platform can help you ease your work to enhance the overall experience? Effective Communication to clearly address customer issues and concerns.

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

SurveySensum

JANUARY 16, 2025

Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr. The solution works best for industries like Education, Healthcare software, Technology, Retail , Financial Services, B2B, Travel, Hospitality, etc. Lets now explore some pros and cons of Qualtrics.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

JUNE 15, 2023

A score of 35 can be a good score for the hospital industry but not a good score for the retail industry. Although, the meaning of a ‘good’ score varies across industries and businesses, generally, a CSAT score Above 80% is considered awesome denoting your business has the highest number of satisfied customers. So far so good?

Text Analytics 52

Text Analytics Customer Satisfaction Close the Loop Hospitality 52

The Success League

FEBRUARY 19, 2025

At The Success League, weve worked with many companies outside of SaaS, and weve seen firsthand how customer success must evolve to fit different industries. Whether its adjusting for business cycles, regulatory requirements, or customer expectations, a one-size-fits-all approach simply doesnt work.

Construction 52

Construction Finance Healthcare Education 52

Qualtrics

JULY 17, 2019

Particularly in organizations where you have multiple branches or outlets outside of head office, for example retail or hospitality, local managers play an important role in shaping the experience for their teams. It’s no different when it comes to delivering on the customer experience. Customers expect nothing less.

CX 29

CX Customer Experience Close the Loop Hospitality 29

Qualtrics

OCTOBER 24, 2019

Topping up training and offering refreshers on your procedures and policies can give staff the confidence and capability to handle extra pressure, and to deliver a high-quality customer experience even when they’re extra busy. You can also look into rewards that link the employee experience and the customer experience together.

CX 32

CX Entertainment Hospitality Hospitality 32

Qualtrics

OCTOBER 15, 2019

Topping up training and offering refreshers on your procedures and policies can give staff the confidence and capability to handle extra pressure, and to deliver a high-quality customer experience even when they’re extra busy. You can also look into rewards that link the employee experience and the customer experience together.

CX 20

CX Entertainment Hospitality Hospitality 20

Fonolo

JANUARY 4, 2022

Here’s a comprehensive list of the most important customer service statistics you need to know in 2022. These stats cover everything from interaction channel preferences, customer expectations, and attitudes towards the current state of customer service to guide your strategy moving forward. Source: Microsoft.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Fonolo

APRIL 4, 2023

Here’s a comprehensive list of the most important customer service statistics you need to know in 2023. These stats cover everything from interaction channel preferences, customer expectations, and attitudes towards the current state of customer service to guide your strategy moving forward.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Retently

DECEMBER 11, 2024

The Anatomy of a Perfect CSAT Question Crafting the perfect CSAT question might seem like a small detail, but its a game-changer when it comes to gathering meaningful customer feedback. Best Use Cases: Perfect for ecommerce, hospitality, or app-based surveys where visual simplicity and engagement are key.

Touchpoint 93

Touchpoint Actionable Insights Start-ups Customer Satisfaction 93

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Aquire

JANUARY 16, 2022

Customers expect chatbots to help them with practical issues, such as getting a quick answer in an emergency or finding a human assistant. This is a way to engage customers with personalized communication without having to distract a human employee from their duties. Chatbot use cases for customer feedback.

Government 52

Government Healthcare Retail AI 52