SurveySensum

OCTOBER 17, 2024

By closely analyzing customer feedback – be it through surveys, reviews, or social media comments – companies can gain deep insights into how customers feel about their products or services. This is where customer feedback analytics solutions come in. How Does Customer Feedback Analytics Work?

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Execs In The Know

MAY 17, 2025

Ultimately, if we make the experience easy, human, and empathetic for customers and our agents, that’s how you create a world-class team and an exceptional experience. EITK: Customer expectations continue to evolve rapidly. I start by digging into the customer experience. Are we making things easier for them?

CX 52

CX E-commerce AI Start-ups 52

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. Whats Next?

Actionable Insights 94

Actionable Insights CX NPS Sentiment Analysis 94

Hodusoft

JANUARY 30, 2025

Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth. In this blog, you can explore everything related to omnichannel contact center software starting from what it is? Lets get started. What is Omnichannel Contact Center Software?

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

SurveySensum

DECEMBER 4, 2024

The answers to these questions can point out where banks need to improve, what new things they can try out, and how to boost customer satisfaction and loyalty. Let’s start with the simplest one. In banking, it is crucial to gauge customer satisfaction and loyalty. What is NPS in Banking and Other Financial Institutions?

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Experience Investigators

JANUARY 7, 2025

Ready to set up for success? Understanding the Basics of Customer Experience Strategy Every department or business function needs a strategy. Customer experience is no exception. You may follow specific metrics like customer retention, customer lifetime value, and overall customer satisfaction.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 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. The Free plan allows for up to 25 responses, includes 500 emails, and offers unlimited surveys, users, and questions.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

SurveySensum

FEBRUARY 13, 2025

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging and improving customer retention and loyalty. Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free 3.

Net Promoter Score 52

Net Promoter Score NPS Sentiment Analysis Close the Loop 52

Experience Investigators

MARCH 25, 2025

Empathy isnt a nice-to-have in CX its the foundation of meaningful customer relationships, she says. Customers expect brands to meet them where they are, whether thats on social media, chat, or other digital channels (lets face it: IRL is happening less and less with younger shoppers). Empathy starts with listening.

Customer Loyalty 52

Customer Loyalty Customer Journey Map Customer Experience Social Media 52

SurveySensum

APRIL 28, 2025

Customers requested more structured communication, and Slack acted by building features that directly aligned with those insights, driving user satisfaction and retention. Understand Customer Expectations Better Irrespective of the good intentions that the business has, it may not be able to deliver what the customer is expecting.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

InteractionMetrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. Instead of improving the customer experience, they end up frustrating customers even more. What really matters is understanding why customers rate you the way they do.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. How can we reduce delays to customer calls and increase responsiveness this quarter?

Customer Experience 156

Customer Experience CX Social Media Customer Retention 156

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. Once you have a pool of feedback, you should start to see areas where you can make changes.

Customer Experience 133

Customer Experience Net Promoter Score NPS Close the Loop 133

SurveySensum

APRIL 15, 2025

Top 11 Voice of the Customer Tools in 2025 To save you time and effort, weve shortlisted a list of the top VoC tools from the market based on their quality, cost-effectiveness, and performance. These tools will help you understand your customers better and improve your customer retention with VOC. Explore SurveySensum.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 482

Customer Experience VOC Net Promoter Score Government 482

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Divide by your original number of subscribers at the start of the month.

Customer Retention 94

Customer Retention Customer Expectations Start-ups Sales 94

ECXO

APRIL 18, 2024

He even ended up helping them debug it himself, staying up all night, fueled by his love for his customers and copious amounts of coffee. Another time, he had to mediate between a frustrated customer and an indifferent sales representative who had sold the customer a product that didn’t meet their needs.

Customer Experience 314

Customer Experience Start-ups Customer Feedback Sales 314

Experience Investigators

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 98

Customer Retention Social Media Customer Loyalty Start-ups 98

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Founded in 1976 by Steve Jobs, Steve Wozniak, and Ronald Wayne, Apple has evolved from a garage start-up to one of the most valuable companies in the world. Apple Apple Inc.,

CX 527

CX Innovation Manufacturing Technology 527

Intercom, Inc.

MARCH 31, 2021

Today, customers’ expectations for fast, personal support are higher than ever – making automation essential for resolving simple, repetitive queries at scale. After all, not even the best chatbot can help calm an angry customer, investigate a thorny issue, or build rapport with high-value customers quite like your team can.

Social Media 213

Social Media Start-ups Customer Retention Customer Satisfaction 213

Intercom, Inc.

JUNE 22, 2020

Chats and posts have many different use cases such as asking customers if they need help, announcing product updates, welcoming visitors, or onboarding new users. Use a chat to start a conversation with a user. It would look something like this: A post takes up more window space than a chat. Convert users from a free trial.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. In fact, we discovered that 33% of customer support conversations are currently assisted by automation, and there’s a clear demand for more.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Intercom, Inc.

OCTOBER 7, 2020

There is no escaping the fact that supporting your customers costs money. But with customers expecting faster and more personalized experiences, providing great conversational customer support is no longer optional – it’s essential to business survival. COGS and the real costs of customer support.

Manufacturing 196

Manufacturing Customer Retention Sales Start-ups 196

ECXO

MARCH 5, 2024

By putting the customer at the heart of the process, businesses can ensure that their digital transformation initiatives lead to improved customer satisfaction. Happy customers are more likely to be loyal customers, leading to increased customer retention.

Innovation 294

Innovation Gaming Customer Satisfaction Start-ups 294

Beyond Philosophy

MARCH 12, 2015

Have you ever clicked your mouse or trackpad several times when your computer hangs up even though you know it won’t make the hourglass or color wheel go away any faster and might make the situation worse? Then I show this: More than 50% of a Customer Experience is reliant on feelings, both conscious and subconscious.

CEM 166

CEM Retail Customer Experience Management Customer Retention 166

Inside Customer Service

MAY 11, 2023

Step 1: Identify expectations Start by meeting with the person who asked for the customer service training. The goal of this meeting is to learn what they expect the training to accomplish. Although the topic isn’t customer service, its reflects the same approach I’d use for any training program.

Mystery Shopper 182

Mystery Shopper Customer Service Mystery Shopping Start-ups 182

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Net Promoter Score 166

Net Promoter Score Customer Retention Customer Relationship Touchpoint 166

Aquire

SEPTEMBER 30, 2021

Does your business focus more on customer acquisition or customer retention? The most common answer is acquisition but the focus should be on retention. With the right customer retention strategies, you can ensure steady revenue and avoid losing market share to competitors. But first, let’s cover the basics.

Customer Retention 52

Customer Retention Customer Acquisition Start-ups Customer Satisfaction 52

Zendesk

MAY 12, 2021

A “bad experience” can happen at any touchpoint in the customer’s journey, from their first interaction all the way to final sale and beyond. It’s up to every department to provide consistently great experiences that get customers in the door and keep them coming back. Identify and reward loyal customers.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Onboard new customers.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Intercom, Inc.

MARCH 24, 2021

No one wins when your team is stuck running up an endless ticketing treadmill – especially not your customers! Keeping pace with a constant flow of support tickets means all of your customers will have to wait longer for a response. ” and “What’s your typical US delivery timeframe?”.

Start-ups 165

Start-ups Customer Expectations Customer Loyalty Engineering 165

Hodusoft

JULY 24, 2024

Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” In a time of growing competition and dwindling customer loyalty, businesses need to focus on customer retention more than ever before. How to Analyze Current Retention Rates?

Customer Retention 52

Customer Retention Omnichannel Customer Loyalty CX 52

Win the Customer

DECEMBER 25, 2019

YoY increase in customer retention. Social organizations also reported a drastically lower number of customer complaints. Fewer complaints means more satisfied customers, leading to improved rates of customer retention and lower costs to the organization due to customer churn.

Customer Service 115

Customer Service Social Media Start-ups Customer Retention 115

Lumoa

FEBRUARY 9, 2023

How do you take action on customer experience? Listen to your customers. Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. Acting on customer feedback doesn’t mean doing one thing.

Net Promoter Score 168

Net Promoter Score Customer Experience B2C Social Media 168

Retently

AUGUST 1, 2024

What we haven’t discussed is when you should start using Net Promoter Score ®. When should your company begin to pay attention to customer sentiment? When should you start quantifying sentiment using NPS®? Key Takeaways Start early. Start using NPS When Are Your Results Reliable? Don’t celebrate too early.

Net Promoter Score 148

Net Promoter Score NPS Start-ups Invoicing 148

SurveySensum

SEPTEMBER 21, 2023

This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. Well, acquiring new customers can costs you five times more than keeping the ones you have. So, customer retention is indeed crucial. What is the Customer Retention Rate?

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

SurveySensum

JULY 21, 2023

That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. These strategies can help you maximize your business’s potential while keeping those valuable customers right where they belong. Let’s get started! Awesome, right? But it doesn’t stop there.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52