eglobalis

OCTOBER 14, 2024

We must be discerning enough not to fall into this trap: Medallia Institute [link] Medallia offers a range of customer experience (CX) certification programs focused on CX leadership, data-driven decision-making, and using customer feedback to improve experience outcomes.

Education 444

Education Customer Experience Customer Journey Map Innovation 444

ECXO

MARCH 11, 2025

Step 7: Use Technology to Strengthen CX Strategy Execution Technology enhances CX by providing deeper customer insights, streamlining interactions, and enabling automation. Example: Implementing a Customer Data Platform (CDP) can consolidate insights from CRM, support tickets, and customer feedback , creating a 360-degree customer view.

B2B 310

B2B CX CX Transformation Net Promoter Score 310

ECXO

NOVEMBER 19, 2024

Just like the diverse group of heroes banding together to overcome formidable obstacles, businesses must be prepared to listen to customer feedback, evolve their offerings, and address any issues that arise promptly. Regular cross-functional meetings can ensure that every department is aligned on customer experience goals.

CX 296

CX Customer Experience Social Media Touchpoint 296

Callminer

OCTOBER 5, 2022

It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism.

Customer Feedback 182

Customer Feedback 182

Intercom, Inc.

SEPTEMBER 3, 2020

Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. So If you’ve ever asked yourself – how does my feedback add up to the features and updates that we build? Customer feedback is a big deal here at Intercom.

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

Beyond Philosophy

OCTOBER 17, 2024

Tim Waterton , Chief Revenue Officer of HappyOrNot ©, a company helping organizations gather customer feedback, has over 20 years of experience leading and building revenue for global technology companies. So, I am sharing it here as well since many of you might have the same question about getting customer feedback.

Customer Feedback 78

Customer Feedback Construction Start-ups Education 78

ECXO

MARCH 6, 2025

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

CX Transformation 339

CX Transformation B2B CX Government 339

Zonka Feedback

NOVEMBER 25, 2024

Today, customer feedback has become of utmost importance as it reveals how customers perceive your product, their experience, and pain points. Additionally, customer feedback tools can help in competitive analysis, providing valuable insights into market positioning and strategies.

Customer Feedback 52

Customer Feedback NPS Innovation Customer Experience 52

SurveySensum

OCTOBER 17, 2024

73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! This is where customer feedback analytics solutions come in. It helps you decode the true potential of customer data and open up new growth avenues.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Adrian Swinscoe

JULY 4, 2024

It’s pretty safe to say that most businesses ask their customers for feedback these days. But, there are […] The post Now there is no excuse for not closing the loop on customer feedback first appeared on Adrian Swinscoe. Most would agree that is a good thing.

Close the Loop 147

Close the Loop Customer Feedback Artificial Intelligence Customer Retention 147

ECXO

OCTOBER 14, 2024

Customer Journey and touchpoints: All departments have clarity on our target customers, which is their journey with us, as well as key touchpoints. 6. Customer Feedback: Customer feedback directly influences our product development and service improvement strategies.

CX 156

CX Customer-Centric Organization Social Media Touchpoint 156

eglobalis

FEBRUARY 24, 2025

Example: Dell Technologies adjusts its service models based on enterprise customer feedback. CX teams help businesses remain agile and adapt to emerging trends and evolving expectations. Human-driven analysis lets Dell identify trends, align offerings and maintain relevance.

CX 288

CX B2B AI Innovation 288

ECXO

NOVEMBER 26, 2024

Cross-training employees ensures that there’s no single point of failure in your customer experience strategy. Collect and Analyze Customer Feedback By regularly collecting and analyzing customer feedback, you can identify pain points and areas for improvement that don’t require a unicorn to solve.

CX 334

CX Artificial Intelligence Innovation Customer Satisfaction 334

eglobalis

NOVEMBER 26, 2024

Pepper Content [link] Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution [link] The post Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes? appeared first on Eglobalis.

CX 493

CX B2B Predictive Analytics B2C 493

eglobalis

AUGUST 19, 2024

Frustrations with NPS Oversimplification of Customer Sentiment NPS categorizes customers into promoters, passives, and detractors based on a single question. This binary approach fails to capture the nuanced emotions and motivations behind customer feedback, leading to a superficial understanding of customer experiences.

NPS 434

NPS Net Promoter Score VOC Actionable Insights 434

Customer Think

JULY 30, 2024

In the wake of recent large-scale IT outages, including those affecting CrowdStrike, the importance of maintaining active customer feedback programs during crises has become starkly evident.

Customer Feedback 110

Customer Feedback 110

Adrian Swinscoe

JULY 27, 2024

It’s pretty safe to say that most businesses ask their customers for feedback these days. But, there are […] The post Now there is no excuse for not closing the loop on customer feedback first appeared on Adrian Swinscoe. Most would agree that is a good thing.

Close the Loop 130

Close the Loop Customer Feedback 130

ECXO

DECEMBER 25, 2024

But meeting these expectations effectively requires companies to truly listen to their customersa fundamental pillar of excellent customer experience. 153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

MARCH 13, 2025

Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share. Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making.

CX 232

CX CX Transformation B2B B2C 232

ECXO

FEBRUARY 20, 2025

Maria updated her menu descriptions to highlight the artisanal baking methods and locally sourced ingredients, helping customers appreciate the care and quality in every pastry. Continuous Feedback Loop: Regularly seek and act on customer feedback to improve offerings.

Retail 300

Retail Customer Loyalty Sales CX 300

SurveySensum

FEBRUARY 7, 2025

No manual exporting, no data silosjust a seamless flow of feedback ready to drive your next big decision. With robust API connections and two-way integrations, you can centralize NPS data, streamline workflows, and ensure customer feedback is at the heart of every decision. Thats possible with NPS integration.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

ECXO

AUGUST 19, 2024

The company uses A/B testing extensively to refine hardware and software features, gathering feedback on design prototypes to enhance user interaction and satisfaction. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

Callminer

JULY 12, 2023

Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer feedback.

Omnichannel 345

Omnichannel AI Customer Feedback CX 345

ECXO

JUNE 23, 2024

Firstly, it’s crucial to assess your current customer service processes and identify areas that can be improved to align with the customer success approach. This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement.

CX 358

CX Customer Satisfaction Innovation Education 358

eglobalis

SEPTEMBER 28, 2024

They are more focused on making sales than nurturing long-term relationships, a strategy that could lead to declining trust and customer loss in the long run. They seem unaware of the importance of closing the loop, which is a fundamental part of customer care, whether through formal VoC (Voice of Customer) programs or not.

CX 469

CX Close the Loop Legal Transportation 469

ECXO

OCTOBER 27, 2024

By analyzing churn in conjunction with Customer Experience (CX) metrics—such as customer feedback or satisfaction scores—companies can understand the specific reasons why customers are leaving. Reducing churn is crucial for stabilizing revenue and improving overall business health.

Customer Satisfaction 332

Customer Satisfaction Customer Relationship CX Customer Loyalty 332

Futurelab

MARCH 20, 2025

Maybe the idea that feedback can be good can land in some diehard engineer mind better, if the feedback is from the bot? BUT and this is a big BUT I strongly believe that synthetic respondents should not be used when real customer feedback is a must.

E-commerce 147

E-commerce Engineering AI Customer Feedback 147

eglobalis

MARCH 30, 2025

In recent years, SAP has been phasing out over-reliance on NPS in favor of a dynamic customer feedback system. Banks traditionally measured customer satisfaction via periodic surveys (for example, after branch visits or through annual relationship NPS scores) and by tracking complaints. appeared first on Eglobalis.

AI 312

AI CX Sentiment Analysis Predictive Analytics 312

Customer Think

JULY 11, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Article Source: [link] Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 128

NPS Net Promoter Score Customer Feedback Customer Loyalty 128

ECXO

FEBRUARY 3, 2025

Actions You Can Take: Automate routine tasks like sending order confirmations, scheduling follow-up reminders, or collecting customer feedback. Use email automation to send personalized messages triggered by specific customer actions (e.g., Actions You Can Take: Regularly ask customers how you can improve their experience.

Sales 259

Sales Customer Experience E-commerce Start-ups 259

Callminer

AUGUST 14, 2023

Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.

Social Media 324

Social Media Voice of the Customer Customer Feedback 324

eglobalis

JANUARY 7, 2025

Example of Failure: A B2B large software company division, ignored basic customer feedback during testing, resulting in low adoption rates for its new platform. Neglecting Stakeholders: Failing to involve all stakeholders, including end-users and decision-makers, can derail implementation and scalability.

B2B 285

B2B CX Artificial Intelligence Predictive Analytics 285

PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. The ones that interrupted dinner and cost a fortune? VoC software changed all that.

VOC 110

VOC AI Social Media Hospitality 110

PeopleMetrics

FEBRUARY 13, 2025

As I outlined in the book , the reality is, VoC doesnt live in a vacuumit touches multiple departments, each playing a crucial role in making customer insights actionable. And with AI reshaping how we collect, analyze, and act on customer feedback, internal alignment has never been more critical. Maybe even more so.

VOC 109

VOC Legal AI Sentiment Analysis 109