Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Customer Feedback 92

Customer Feedback Net Promoter Score Customer Satisfaction NPS 92

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Its limited flexibility, complicated user management, and reliance on support for survey setup can slow things down and create inefficiencies.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. How would you describe your experience with us?

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

Fonolo

DECEMBER 16, 2021

With that said, social media is a great way to take pressure off your phone lines and reduce the cost of addressing basic customer questions. Customer loyalty. Call centers can use social media to engage with their audience and improve customer loyalty. Be wary of negative customer feedback.

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

Execs In The Know

OCTOBER 14, 2024

What is AI customer feedback analysis? AI customer feedback analysis uses artificial intelligence to gather, analyze, and present valuable insights from customer feedback. This feedback can come from surveys, customer conversations, support ticket data, and more.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

Retently

AUGUST 26, 2019

In order to genuinely understand customers and increase retention, businesses need to focus a big part of their resources and manpower on customer feedback. The way someone approaches feedback can make or break their business. How Important Is Customer Feedback? Improve Customer Loyalty.

Customer Feedback 71

Customer Feedback Social Media Net Promoter Score NPS 71

Lumoa

FEBRUARY 7, 2023

The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels. VoC delves beyond the surface level of customer feedback to uncover their underlying desires, requirements, and expectations.

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

SurveySensum

OCTOBER 16, 2024

80% of companies that have experienced positive growth use customer surveys to gather customer feedback, compared to 58% of non-growth companies. By understanding what customers like or dislike through surveys, you can make changes that align with their preferences, leading to better customer loyalty and satisfaction.

Text Analytics 52

Text Analytics Customer Loyalty Customer Satisfaction Customer Service 52

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

SurveySensum

NOVEMBER 2, 2023

Are you aligning with the evolving needs and preferences of your customers? If not, you should start gathering customer feedback. To stay ahead, use a robust customer feedback platform to gather insights from various interactions, such as delivery experience, product usage, support queries, and website visits.

Customer Feedback 52

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 52

SurveySensum

OCTOBER 14, 2024

Well, to help you with that, we collated a list of some crucial voice of the customer questions that will help understand your customers’ interests and analyze the market. But let’s first have a clear idea of what Voice of the Customer is. What is the Voice of Customer? Why is Voice of Customer Surveys Important?

VOC 52

VOC Customer Survey Voice of the Customer Customer Retention 52

InteractionMetrics

JULY 22, 2016

An Analyst Perspective on Customer Surveys: Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good. Look at your customer survey from many angles: The customer’s perspective—is it easy to take?

Customer Survey 45

Customer Survey Touchpoint Construction Customer Loyalty 45

SurveySensum

SEPTEMBER 4, 2023

While creating SaaS customer surveys, do you often wonder about the right time to launch these surveys? It’s because SaaS businesses like yours need happy and long-lasting customers. So, let’s figure out when you should launch your SaaS customer surveys and what questions you should ask.

Customer Survey 52

Customer Survey NPS Customer Feedback Construction 52

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The post-sale survey.

NPS 83

NPS Customer Survey Customer Feedback Sales 83

Fonolo

AUGUST 24, 2017

For every customer complaint there are 26 other unhappy customers who have remained silent, so make sure you collect customer feedback to get a good understanding of what they expect from you. If managing and distributing a survey isn’t something you want to handle internally, it can easily be outsourced.

Contact Center 98

Contact Center Customer Satisfaction Customer Expectations NPS 98

SurveySensum

JULY 27, 2023

Do you know how Amazon suggests the products that you totally love based on what you’ve bought and browsed? — By actively gathering and analyzing customer feedback to get insight into its customer’s preferences. That’s also the power of understanding customer feedback and data. And Netflix?

Retail 52

Retail Customer Feedback Close the Loop Touchpoint 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

InteractionMetrics

MARCH 27, 2025

This number shows how many customers stayed with you over a given period of time. At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. Whatsapp Surveys Starts at $99/month 4.7

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

AUGUST 10, 2023

Utilize Customer Feedback To Identify Issues And Close The Loop What’s the point of collecting feedback on customer effort if you are not going to take action on it? Customer feedback is only useful if you take action on it. Improve Your CES and Boost Customer Loyalty With SurveySensum Request a Demo

Customer Loyalty 52

Customer Loyalty Close the Loop Engineering Touchpoint 52

SurveySensum

OCTOBER 17, 2023

And for this, they are required to understand the importance of gathering and analyzing customer feedback. This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it.

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

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

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

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without it, you’ll never know what a customer wants or expects.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Retently

OCTOBER 11, 2024

This approach, fueled by QA software, empowers your team to consistently deliver exceptional service, building stronger customer loyalty along the way. With Retently, brands can stay ahead of client expectations and drive meaningful improvements to their customer service operations.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

Retently

AUGUST 12, 2024

In this guide, we’ll walk you through the best NPS software for Ecommerce and Retail so you can pick the one that’s right for you and start making those customers smile! Key Takeaways NPS mainly gauges long-term customer loyalty, being a key metric for enhancing customer experience in ecommerce and retail.

NPS 79

NPS Retail Net Promoter Score Touchpoint 79

PeopleMetrics

JUNE 12, 2015

So let’s take a look at why it's important to develop customer understanding before you jump into transactional customer surveys. Understanding helps you segment and prioritize your customer types. Customer understanding helps clarify what you’re trying to accomplish, and for whom. Instead, imagine it as a garden.

Voice of the Customer 114

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

Retently

JANUARY 13, 2025

It pinpoints friction points that might otherwise go unnoticed, making it an invaluable metric for improving the customer journey. According to a Harvard Business Review article reducing customer effort increases the likelihood of a customer repurchasing by 94% and their likelihood of increasing spending by 88%. Even better?

Sentiment Analysis 116

Sentiment Analysis Net Promoter Score NPS Touchpoint 116

Lumoa

AUGUST 18, 2022

Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the business’ success story.

Customer Journey Map 78

Customer Journey Map Close the Loop Customer Feedback Start-ups 78

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty. Nuanced analysis wins.

Education 52

Education Customer Survey Customer Feedback Customer Loyalty 52

Zendesk

FEBRUARY 10, 2022

Given the important role CX plays in boosting customer retention and loyalty, it’s critical for companies to make it a priority. Consistently reevaluate customer feedback and analyze real-time data to identify areas of improvement. Why is customer experience optimization important? Not sure where to start?

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Shep Hyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Prioritize your existing customers over the acquisition of potential customers. . Use customer surveys to improve customer insight and offerings. . Reality: Customers are generally treated like numbers. .

Customer Experience 90

Customer Experience Artificial Intelligence Customer Expectations Innovation 90

Logicalware

APRIL 20, 2023

We know that consumer organisations like yours are working hard to retain existing customers by providing them with great customer service. Lately, though, we have been hearing that customer loyalty is amplified with the number of products and services that customers buy from a brand.

Sales 52

Sales Compliance Customer Feedback Customer Survey 52

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

ModSquad

AUGUST 6, 2019

Companies that are truly nailing excellent customer service are the ones that will see their efforts pay off in terms of better retention, increased sales, and customer loyalty. Make sure you’re on the path to a loyal customer base by implementing these tactics. Smart businesses make the most of customer surveys.

Customer Service 70

Customer Service Social Media Start-ups CRM 70