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. Customer loyalty.

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

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

InteractionMetrics

JANUARY 31, 2025

How We Picked This list was compiled by an independent reviewer, and the top picks include customer survey companies that specialize in customer satisfaction surveys, offer end-to-end survey services (from design to analysis), and serve clients in the U.S. Luce Research provides some standout features as well.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. Average spend: How does customer loyalty impact revenue?

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Lumoa

JANUARY 9, 2018

In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. Find someone to champion customer experience at the c-suite and give them influence and resources to actually get things done”.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Shep Hyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. What is customer loyalty?

NPS 69

NPS Net Promoter Score Customer Service Customer Loyalty 69

Retently

MARCH 14, 2023

Contrariwise, NPS surveys are usually employed for internal purposes, such as measuring customer loyalty, inquiring about satisfaction following specific interactions, identifying areas for improvement, and tracking changes in customer satisfaction over time.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Experience Investigators

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Retently

FEBRUARY 9, 2024

Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth. Segmentation can be based on customer demographics, purchase history, or interaction patterns.

Customer Feedback 92

Customer Feedback Net Promoter Score Customer Satisfaction NPS 92

Lumoa

FEBRUARY 2, 2023

When you send out a customer survey , you just have to ask one question: “How likely are you to recommend [brand/service/product] to a friend or colleague?” 5 Strategies to Improve Customer Experience in Your Store It’s one thing to say, “We’ll give our customers a great experience!” And technology is rapidly changing.

Retail 88

Retail Net Promoter Score Customer Experience CX 88

Zendesk

MAY 26, 2021

The goal of customer service is to foster better customer relationships. How has customer service changed? And the surge to online has put the spotlight on customer service, with half of customers surveyed in our 2021 Trends Report reporting that CX is more important to them now compared to a year ago.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

InteractionMetrics

MARCH 27, 2025

The Psychology Behind Retaining Customers Now that you understand why customer retention matters, let’s take a step back and explore the psychology behind it. This is what allows you to build deeper connections and boost customer loyalty with your buyers. At its core, customer retention taps into basic human nature.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

Comm100

FEBRUARY 13, 2018

Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been ingrained into many people’s thinking, and has become such a commonly held belief that many organizations do not even question it.

Social Media 53

Social Media Customer Loyalty Customer Expectations Customer Service 53

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 134

Retail Scorecard Sentiment Analysis Customer Service 134

Retently

OCTOBER 23, 2024

Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage.

Retail 109

Retail CX NPS Touchpoint 109

Comm100

DECEMBER 14, 2017

Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve. How can customers be involved in developing the product? Customer Experience Metrics.

Customer Experience 133

Customer Experience Net Promoter Score NPS Close the Loop 133

Comm100

APRIL 17, 2018

Companies should, in fact, make it a priority to request feedback, and then act on the input received – especially important given that there is a strong correlation between customer feedback and customer loyalty. Let’s explore why customer feedback is important and the best ways to capitalize on the feedback received.

Customer Feedback 96

Customer Feedback Social Media Customer Service Start-ups 96

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. Adapting your CX to meet these higher expectations can differentiate your brand and the competition. Personalize the Services Nowadays, CX is all about personalization.

Customer Experience 78

Customer Experience ML Social Media CX 78

Comm100

JANUARY 13, 2022

Customized support has become a major way for organizations to differentiate from their competition and win loyalty from customers. In fact, KPMG found that personalization is the strongest pillar driving customer loyalty in 19 out of 27 markets they looked at.

Omnichannel 94

Omnichannel Customer Experience Social Media CX 94

Execs In The Know

OCTOBER 14, 2024

AI customer feedback analysis can help businesses gather feedback effectively, understand it, and act on it faster—helping them to deliver a better customer experience (CX) and improve agent performance. With it, teams can review conversations across every channel to ensure they are consistently meeting customer expectations.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

SurveySensum

NOVEMBER 2, 2023

Let’s explore this along with different types of customer feedback, how they are the building blocks for creating remarkable customer experiences, and how harnessing this feedback can propel your business to new heights of customer satisfaction and success. What is Customer Feedback? But why is it important?

Customer Feedback 52

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 52

Lumoa

FEBRUARY 16, 2023

Thanks to the Internet, customer feedback has never been so accessible. Learning what your customers think about your products or services isn’t difficult. Customer experience templates, customer survey templates, or customer satisfaction survey templates allow you to make informed decisions on improving the customer journey.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Zendesk

MARCH 20, 2024

6 steps to establish customer service quality assurance in your organization Frequently asked questions Achieve your customer service QA goals with Zendesk Why is quality assurance an important part of customer support? 76% of surveyed organizations agree that QA helps to improve customer satisfaction (CSAT).

Customer Service 52

Customer Service Net Promoter Score AI NPS 52

Comm100

OCTOBER 17, 2017

Customer feedback can help you remedy website glitches, improve processes, adjust your policies and better your products. The problem is, you can send out customer survey customer survey after customer survey – despite your best efforts to make a connection, oftentimes you never end up hearing back.

Social Media 71

Social Media Customer Service Start-ups Customer Survey 71

SurveySensum

NOVEMBER 15, 2023

Apple: Customer Survey Success Google: Beta Testing Excellence Facebook: Harnessing In-App Feedback Salesforce: Customer Advisory Boards Microsoft: Employee-Driven Insights Uber: Real-Time Feedback Mechanism YouTube: Like and Dislike Buttons Reddit: Upvote and Downvote System Google: Feedback Form 1.

Transportation 52

Transportation Customer Satisfaction Customer Survey Customer Feedback 52

Aquire

JULY 5, 2021

Formula to calculate customer retention rate. The closer this customer service KPI is to 100 percent, the better. Ensure you are retaining customers through multiple periods and cultivate customer loyalty. One way to get data on first call resolution is through customer surveys.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Customers want unique, special and innovative.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

ClearAction

APRIL 18, 2020

As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of “Band-Aids®”, and re-allocate those resources to higher-value opportunities. Preventing occurrence of customer issues is known as “ embedding customer-centricity DNA ” throughout your company’s culture.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Zendesk

FEBRUARY 29, 2024

Understanding this metric can help you in key areas like: Customer retention : Revenue churn can help identify what your customers appreciate—and what they don’t. This can lead to a better CX and improved customer loyalty. If it stays consistent—or even reduces—that tells you your customers value your new approach.

Customer Retention 52

Customer Retention Customer Acquisition Artificial Intelligence CX 52

SurveySensum

JULY 4, 2023

The above statistics are an indication that the shopping behavior of customers is changing and they are giving equal importance to in-store shopping too. This is the time when brands can improve their offline stores to increase customer loyalty. The above statistics show customers’ preferences and expectations.

Retail 52

Retail Touchpoint Social Media Customer Survey 52

SurveySensum

JULY 4, 2023

The above statistics are an indication that the shopping behavior of customers is changing and they are giving equal importance to in-store shopping too. This is the time when brands can improve their offline stores to increase customer loyalty. The above statistics show customers’ preferences and expectations.

Retail 52

Retail Touchpoint Social Media Customer Survey 52

Retently

AUGUST 26, 2019

Improve Customer Loyalty. The happier customers are with your brand, the more likely they are to stick around. Alternatively, you can use other services to create feature request boards and gather customer feedback: Productboard. Use Customer Feedback Surveys. Feature Upvote. Communiroo. H ellonext.

Customer Feedback 71

Customer Feedback Social Media Net Promoter Score NPS 71

Zendesk

MARCH 7, 2024

Quality assurance In the scope of WFO, customer service quality assurance (QA) focuses on reviewing conversations to improve your support team’s performance and increase customer satisfaction. All of this, in turn, can enhance customer satisfaction and customer loyalty. What is the role of QA?

AI 52

AI Customer Satisfaction CX Construction 52

SurveySensum

JULY 27, 2023

That’s also the power of understanding customer feedback and data. According to Salesforce’s third edition of the State of the Connected Consumer Report , 64% of customers expect tailored experiences based on their preferences. Sephora’s email campaigns are a true work of art.

Retail 52

Retail Customer Feedback Close the Loop Touchpoint 52

SurveySensum

JULY 13, 2023

In today’s competitive retail landscape, customer experience has emerged as an important factor that can either make or break a business. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Customer Experience Touchpoint Social Media 52