ECXO

APRIL 12, 2021

A Bain study13 found that a compelling experience is one of the surest means to delight customers. But many companies struggle to deliver even on a basic customer experience because of the gap between what the companies think they deliver and what customers expect to get. Steve Belgraver. Join ECXO today.

Customer Experience 296

Customer Experience Net Promoter Score Customer Journey Map CX 296

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

Retently

JULY 29, 2018

Although it was written with Net Promoter Score© in mind, it is applicable to any customer satisfaction – CSAT, CES, regular multiple choice surveys, etc. Like every metric that depends on user-submitted data, NPS© gets more accurate as the audience size and survey response rate grows. Let’s get started! Let’s get started!

NPS 92

NPS Net Promoter Score Customer Satisfaction Touchpoint 92

PeopleMetrics

JUNE 16, 2016

The second may even be worse, because it includes failure to meet customer expectations. (If If customers give feedback, they want to see something come of it. Acting on customer feedback folds the voice of the customer into business operations. That habit is one that customers will notice.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

Lumoa

FEBRUARY 20, 2018

Customer experience matters across all the channels and all the touchpoints of customer journey. Customer experience management, if done properly, will result in better business KPIs, incl. customer churn and retention, higher advocacy and finally revenue. Voice of the customer: where to start?

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

APRIL 28, 2025

Why Does Listening to the Voice of the Customer Matter? What do your customers really think about your brand? 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! Frustrated?

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Waypoint Group

MARCH 3, 2015

I’m often asked questions like this one: “Can you provide a benchmark on how much a B2B company can improve NPS during the first year of the program? Is that even the right question — is measuring and providing incentives for NPS the optimal approach? More on this idea is at [link]. Maybe Product Marketing?

NPS 60

NPS Net Promoter Score VOC B2B 60

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Totango

SEPTEMBER 14, 2021

Spark lets you proactively contact customers rather than waiting for them to contact you. How Long Does It Take You to Respond to Customer Inquiries? How long it takes you to contact customers also plays a role in their experience and satisfaction. Do You Express Customer Appreciation?

Customer Satisfaction 95

Customer Satisfaction Net Promoter Score Customer Loyalty Technology 95

SurveySensum

MARCH 26, 2025

This will ensure that you’re listening to the voice of the customers on all channels, not just one. SurveySensum creates a consolidated and unified view of customer data. Customer expectations are ever-evolving – are you keeping up?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

ClearAction

DECEMBER 16, 2017

Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc., your company’s customer experience will always be fundamentally robust or risk-prone depending on the degree of collaboration in-play across all functional areas, lines of business, and geographies. 2nd Prerequisite: Make it Obvious for Every Role.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

SurveySensum

OCTOBER 14, 2024

The good thing is that you can get answers to all these questions by crafting effective Voice of the Customer questions. Feedback from VoC questions helps businesses to get an insight into what exactly customers want and expect. This also allows companies to tailor their offerings and meet their expectations.

VOC 52

VOC Customer Survey Voice of the Customer Customer Retention 52

Callminer

AUGUST 6, 2019

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Providing employees with timely and relevant customer feedback is the most direct way to engage them in improving CX. Customers expect nothing less.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

Intercom

OCTOBER 4, 2023

Given that leading AI bots are capable of offering customers near-instant responses, slow response times – and lengthy wait times for customers – are becoming things of the past. By digging deeper in these areas, you’ll be able to improve the bot’s performance and ensure your customers are consistently getting a great experience.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Customer Bliss

JULY 13, 2018

In an effort to reduce customer complaints and miscommunication, they looked at complaints filed and mapped out the communications journey to tell a clearer and more effective story. As fast as you catch up with customer expectations, they shift again and customers expect more.

CX 56

CX NPS Social Media Voice of the Customer 56

Gainsight

MAY 23, 2019

Customers expect a seamless experience across all touchpoints with their vendor. People Maps provides a tool for your company to capture the organizational hierarchy of your customer contacts and crowdsource information on the informal relationships between them. Coming Soon. Coming Soon.

Text Analytics 75

Text Analytics Engineering Machine Learning Voice of the Customer 75

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 133

Customer Experience Net Promoter Score NPS Close the Loop 133

Intercom

NOVEMBER 30, 2021

With Intercom’s Conversational Support Funnel framework, meeting and exceeding modern customers’ expectations, increasing your team’s efficiency, and moving the needle on your business’s bottom line all go hand in hand. NPS, CSAT, and CES surveys: InMoment.

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Confirmit

NOVEMBER 16, 2020

Cromwell established a multi-touchpoint VoC program to better understand customer expectations. Action Management closes the loop within 48 hours for over 95% of all customer alerts, resulting in an 86% decrease in complaints. Empire Today runs a comprehensive VoC program to gauge overall customer engagement.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

ClearAction

NOVEMBER 16, 2023

VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones. For instance, if NPS® is above a certain threshold or average ratings are in a certain range, then managers’ interpretation is there’s no effort needed from them. Another hindrance to manager participation is VoC reporting.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Qualtrics

OCTOBER 19, 2015

So what does this have to do with customer experience? Well customer experience programs, and by extension, voice of the customer programs can be a lot like my recent bike workout. To calculate your company’s NPS, take the percentage of customers who are promoters and subtract the percentage who are detractors.

VOC 31

VOC Net Promoter Score NPS Voice of the Customer 31

SurveySensum

MARCH 1, 2024

Amidst the rush for scores, they started losing the customers, without any clue! And the amusing part, had they analyzed the NPS Score correctly and were not just ‘focusing on the number’ they’d have identified their detractors pretty early. Well, this is a classic example of an NPS analysis gone wrong.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Help Scout

SEPTEMBER 14, 2021

By putting customer service stats like CSAT or NPS front and center with other high-level metrics like revenue or customer growth, it can signal just how important they are. Another useful tool to put customer service in the spotlight is through a voice of the customer (VoC) report.

Customer Service 128

Customer Service VOC Start-ups NPS 128

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Lumoa

APRIL 28, 2024

At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Read the full story.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

eglobalis

AUGUST 19, 2024

Introduction We’re not here to drive the final nail into the coffin of NPS. While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before.

NPS 471

NPS Net Promoter Score VOC Actionable Insights 471

PeopleMetrics

FEBRUARY 25, 2022

Voice of Customer (VoC) or customer listening. Voice of customer refers to the aggregate picture of your customers' expectations, preferences, dislikes, and feedback over time. A few common examples include: Net promoter score (NPS). Customer effort score (CES).

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Retently

APRIL 5, 2024

When employees are happy, well-trained, and fairly compensated, they become the most effective ambassadors for your brand and deliver the customer care that shoppers expect, resulting in satisfied customers. The key lies in recognizing that each customer is unique, and their journey should be just as personalized.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Retently

MARCH 5, 2024

It’s not just about the content of these emails but how they reflect your commitment to outstanding customer service, showing that you prioritize excellence in every interaction. Crafting responses that take into account the voice of the customer requires a thoughtful approach.

Construction 145

Construction Social Media Customer Feedback Customer Satisfaction 145

Totango

SEPTEMBER 18, 2020

As with the previous customer success metrics, high scores here indicate an expansion opportunity (your customer might be able to use more license seats, for example), while low scores should be met with a re-engagement campaign (you might need to reach out to the customer to discuss negative feedback or arrange for more training).

Customer Satisfaction 63

Customer Satisfaction NPS Start-ups Voice of the Customer 63

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. This informs the messaging hierarchy and high-level content.

Customer Journey Map 48

Customer Journey Map Net Promoter Score Social Media NPS 48

SurveySensum

DECEMBER 22, 2022

And not just that, an efficient VOC program helps you recognize what is working and what is not, identify the areas of improvement, and listen to and resolve customer issues in time. It helps you retain your customers. And a VOC program is the best approach to listening to your customers and understanding their expectations.

VOC 52

VOC Customer Retention Social Media Close the Loop 52

Zendesk

OCTOBER 20, 2023

Managers, supervisors, and team leads use the plan to oversee the success of customer service strategies, find areas of improvement, and ensure that teams follow the guidelines and procedures. You must define how you will gather feedback so you can better understand the needs and pain points of customers. Bain & Company, Inc.,

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Waypoint Group

JUNE 13, 2018

Best to ask the customer what elements of CX and CS are working well and which aren’t working well. Then use proven analytical techniques for deriving importance and determining how to best execute on customer expectations. And the only way to do that is through formalized customer feedback that helps your company prioritize.

CX 40

CX NPS Legal Voice of the Customer 40

Execs In The Know

JUNE 25, 2024

The company can conduct detailed customer interviews and focus groups for more significant processes, product developments, and app/web feature functionality reviews. These in-depth methods can provide valuable insights that drive improvements and innovations, ensuring the offerings meet and exceed customer expectations.

Customer Feedback 59

Customer Feedback Social Media CX Contact Center 59

Execs In The Know

OCTOBER 14, 2024

AI customer feedback can also contribute to a wider Voice of the Customer program—helping businesses collect and analyze customer feedback about their brand, products, services, and customer experience. Learn more about how our AI capabilities can help you understand your customers. Bain & Company, Inc.,

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52