Gainsight

AUGUST 2, 2022

Customer expectations are reaching the heights of the steepest climbs in the Alps. What’s at the root of this stunning gap between customer expectations and customer experience? What’s missing is a data-driven strategy that starts with three basic imperatives: Aggregate your customer feedback and signals.

Customer Expectations 64

Customer Expectations Customer Experience Scorecard Actionable Insights 64

PeopleMetrics

OCTOBER 25, 2017

Measuring customer feedback is the first step to measuring up to your customers’ expectations. Whether you’re an advanced scorecard-driven enterprise or just beginning to think about CX, the most important thing to do is to start actively listening and measuring your customers’ feedback.

CEM 122

CEM Customer Experience VOC Government 122

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

ClearAction

APRIL 3, 2015

To set the stage, HR should view their role in a customer experience context : who are HR’s customers, and what can HR do to support what external customers expect of the company. Your best ideas for employee engagement + training originate with customer feedback. Customers First, or Employees First ?

Customer Experience 121

Customer Experience VOE Government Scorecard 121

Shep Hyken

DECEMBER 3, 2021

Next, the company began an evaluation process of the customer experience from their perspective through a variety of initiatives. . Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Mapping out the ‘ease of doing business’ and essentially removing any barriers to service .

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Why do you need Customer Experience Management?

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

1 to 1

APRIL 10, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities. Customer Effort Score (CES) Measures how easy it is for customers to interact with your company.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

Qualtrics

APRIL 17, 2021

Customer experience is more important than ever. As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. That means contact center leaders need to get smart about how they deliver better customer experiences – and it begins with looking inward.

Scorecard 49

Scorecard Contact Center Customer Experience Customer Feedback 49

Gainsight

DECEMBER 14, 2020

CX center lets you aggregate customer feedback and signals to identify the root cause and trends around customer issues, while CS gives you access to scorecards so you can proactively address risk with health scorecards informed by your customer data. Take feedback: Feedback is a gift.

Scorecard 52

Scorecard NPS CX Omnichannel 52

SurveySensum

JANUARY 9, 2024

These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Zendesk

MAY 12, 2021

Teams can use customer retention software to identify areas of improvement. Understanding where you’re lacking allows you to refine training materials and products to exceed customer expectations. Customer retention strategies start with your team. Customer feedback software. Take Tails.com.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

1 to 1

JULY 25, 2024

Despite its widespread use across various industries, NPS has come under scrutiny for not providing a holistic view of the customer experience. This article examines the critiques of NPS, its performance in different business contexts, and emerging global trends in customer feedback strategies.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20

Help Scout

SEPTEMBER 14, 2021

Those conversations can lead to product breakthroughs and insights — or even reveal a new customer segment you didn’t know existed. However, through customer feedback, they found out about a prominent side-effect: hair regrowth. 5 strategies and 13 tips for small business customer service. Take restaurants, for example.

Customer Service 128

Customer Service VOC Start-ups NPS 128

Gainsight

MAY 18, 2023

By adopting Gainsight, the CS team has been able to provide clear metrics and milestone reporting to their Executive team, route customer feedback to their Product team, and set clear goals for their CSMs. HMH has accomplished this transformation with an unwavering commitment to the success of their teammates, customers, and community.

Invoicing 52

Invoicing Scorecard Innovation Machine Learning 52

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. So, what should we expect in the nearest future? However, research shows most customers still value an emotional connection with the people fronting the organization.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Intercom

MAY 19, 2022

It’s based on each support team’s individual scorecards. “If you only track customer feedback, then it’s a lot like asking the patient for feedback on the doctor’s performance” Martin Kõiva: Quite simply, IQS is the same thing as CSAT but looked at from the inside.

Customer Service 52

Customer Service Start-ups ML Engineering 52

Zendesk

MARCH 19, 2021

To understand your customers’ unique concerns and issues during this time, see how COVID-19 is impacting customer satisfaction (and learn what to do about it). What is customer satisfaction? Customer satisfaction (CSAT) is a measure of how well a company’s products and services meet customers’ expectations.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Hodusoft

NOVEMBER 6, 2024

Poorly managed call interactions can lead to unresolved customer issues, resulting in frustration and damage to the organization’s reputation. Moreover, a lack of QA can create an inconsistent service experience, making it difficult for agents to know how to improve or meet customer expectations.

Contact Center 52

Contact Center Compliance Net Promoter Score Customer Satisfaction 52