ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

MAY 28, 2015

If It’s Called Customer Experience, Why is it All About the Company? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Again it’s about the company, not the customer.

Customer Experience 110

Customer Experience Social Media Customer Experience Management Customer Journey Map 110

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. 2) Macro Customer Experience Action.

Customer Experience 117

Customer Experience Close the Loop Sports Legal 117

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Account Teams in B2B Voice of the Customer: Help Me Help You.

Customer Experience Management 54

Customer Experience Management VOC Customer Experience B2B 54

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? They’re important questions because customer scenarios differ in each case.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. You’re overwhelmed with a flood of amorphous feedback that leads you nowhere fast.

B2B 78

B2B Customer Survey Net Promoter Score Social Media 78

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Sales Touchpoint Voice of the Customer 106

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. Sign up for more PeopleMetrics LIVE!

CXM 108

CXM CEM Customer Experience Management CX 108

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

SurveySensum

DECEMBER 30, 2024

Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. It helps businesses manage multi-contact, hierarchical customer structures. Why Look for CustomerGauge Alternatives?

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

PeopleMetrics

MARCH 25, 2021

3 Easy Ways To Quickly Understand Customer Survey Comments. Customer survey comments (i.e. Without this additional context, experience measurement professionals wouldn't have enough information to determine the best way to go about fixing respondent problems. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Customer Survey 62

Customer Survey Text Analytics CX Customer Feedback 62

PeopleMetrics

JUNE 12, 2015

In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might take a survey about your stay. Such exchanges are typically what prospective clients seek from customer experience software like ours.

Voice of the Customer 114

Voice of the Customer Customer Survey Customer Experience Management Customer Experience 114

ClearAction

APRIL 18, 2020

Growth Through Customer Experience Action Lynn Hunsaker. Customer experience annuities are a compelling source of growth that is commonly overlooked. Customer Experience Improvement Actions. Accordingly, mature customer experience management can reduce business risk.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? How do you design and manage a CX strategy?

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

PeopleMetrics

APRIL 28, 2015

To adapt your bank, you need advanced awareness of your environment, so you can build a customer experience that can survive in it. In the consumer and commercial banking space, the surrounding environment consists of the market, as well as your bank's present and future customers. Who are our customers?

Customer Experience 79

Customer Experience Non-Profits Voice of the Customer Innovation 79

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Gambling Social Media Close the Loop 48

ClearAction

AUGUST 21, 2016

Organizational Adoption of Customer Experience Excellence Lynn Hunsaker. Organizational adoption of customer experience excellence is the holy grail that drives sustained growth. Temporary upticks in revenue are possible without it, yet optimization of customer lifetime value requires it.

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

VOC 54

VOC B2B Customer Experience Close the Loop 54

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

SurveySensum

JANUARY 18, 2024

So, here’s a list of survey practices you need to avoid to customer survey madness and survey fatigue ! Branching Logic : SurveySensum’s skip logic and question branching feature allows your surveys to adapt based on respondents’ previous answers. Enter the solution: survey throttling.

Customer Survey 52

Customer Survey Close the Loop Start-ups Text Analytics 52

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Again it’s about the brand, not the customer.

Customer Experience 54

Customer Experience Social Media Customer Journey Map B2C 54

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Prioritization of potential customer experience improvements is also important.

Customer Experience 116

Customer Experience Net Promoter Score NPS Close the Loop 116

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 90

CXM Non-Profits Close the Loop CX 90

SurveySensum

DECEMBER 24, 2024

Whatsapp Surveys Starts at $99/month 4.7 GetFeedback All-in-one customer feedback tool Easy integration with APIs and third-party tools Real-time feedback management Contact to know the pricing details 4.5 5 Jotform Instant alerts for new submissions Provides a range of customization options $34 per month 4.7/5

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Lumoa

JANUARY 11, 2022

Here are some of the top reasons why NSP you should invest in NPS software: Minimizes Customer Churn Rate Business growth can be understood by measuring the inflow and outflow of the customers in the business. Churn rate those numbers of customers who left your company because of having a bad customer experience.

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

Qualtrics

MARCH 14, 2019

X4 2019 saw over 10,000 of the world’s Experience Management leaders gather in Salt Lake City for the biggest XM event ever seen. Here’s everything you need to know about the latest CX innovations from X4 Summit 2019: World-class customer experience in the palm of your hand. Understand EVERY customer at EVERY key moment.

Innovation 46

Innovation Customer Experience B2B B2C 46

Retently

OCTOBER 11, 2024

By integrating these tools into your operations, you transform routine customer exchanges into opportunities for building stronger relationships and driving better outcomes. Let’s explore the best Customer Service Quality Assurance tools that can elevate your customer experience to the next level.

Retail 133

Retail Scorecard Sentiment Analysis Customer Service 133

Retently

JANUARY 13, 2025

The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. CES is laser-focused on one thing: how easy it is for your customers to get what they need. Frustrating, right?

Sentiment Analysis 115

Sentiment Analysis Net Promoter Score NPS Touchpoint 115

Customer Experience Matrix

NOVEMBER 8, 2013

So even though Gainsight may not have created the third great category of customer-facing systems, it does do something important. customer data platform customer experience management customer management systems customer success customer support gainsight jbara'

CRM 69

CRM Sales Customer Experience Management Start-ups 69

ClearAction

FEBRUARY 27, 2017

Emphasis on a survey index score focuses execs’ attention on what the customer is doing for the company rather than what the company is doing for the customer. This reflects the unfortunate current reality, but it does not guide managers to set themselves up for success. 4 root causes: You get what you measure.

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds.

Voice of the Customer 54

Voice of the Customer VOC Customer Experience Management Customer Feedback 54

Retently

AUGUST 9, 2018

Consider this – according to research , 72% of customers will probably share a positive experience with up to 6 people (or more). A Voice of the Customer Program Will Improve Customer Experience. It’s not difficult to see how the focus on customer-centric data improves customer experience.

Voice of the Customer 87

Voice of the Customer Customer Feedback CEM Net Promoter Score 87

SurveySensum

FEBRUARY 6, 2025

What is QuestionPro Platform Overview QuestionPro is a cloud-based survey and research software platform used for creating, distributing, and analyzing customer feedback in real time. Lets explore some important pros and cons of QuestionPro Pros: It has numerous advanced question types including conjoint and maxdiff.

CX 52

CX Sentiment Analysis Text Analytics AI 52