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

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

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

Experience Investigators

JANUARY 18, 2022

Customer experience success requires everyone in an organization to understand what CX success is at this organization, what expectations customers have, and how best to deliver on them. And customer experience management requires a thorough approach to training and education for all employees.

Education 137

Education CX Customer Feedback Customer Experience 137

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

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

ECXO

OCTOBER 30, 2024

Rather than overwhelming customers with choices, they should focus on curating personalized experiences that resonate with individual preferences and needs. By prioritizing genuine interactions and valuing customer feedback, businesses can empower consumers to make informed decisions, much like Neo embracing his role as “The One.”

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

Experience Investigators

AUGUST 20, 2024

And no, you can’t just say “be customer-obsessed” and hope for the best. And customer experience management requires a thorough approach to training and educating all employees. Yet in some organizations, customer experience training is reserved for those who are in customer service roles only.

Education 102

Education CX Artificial Intelligence Start-ups 102

eglobalis

JULY 25, 2024

A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments. Consumer-Centric Innovation Innovation in CX is driven by a deep understanding of customer needs and behaviors.

Customer Experience 490

Customer Experience Innovation CX Omnichannel 490

eglobalis

JUNE 27, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 455

Customer Experience Net Promoter Score VOC Government 455

ECXO

JULY 29, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like Barclays in Europe and Honda in APAC excel in this area.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

JULY 26, 2023

Fortunately, there are a few organizations that stand out in their utilization of this information and in incorporating customer feedback into their products and services. The European Customer Experience Organization (ECXO) understands the complexities of data analytics and is here to help and educate.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

ECXO

DECEMBER 4, 2024

Supply Chain Management: Technology enables real-time tracking, inventory management, and efficient supply chain collaboration, ensuring timely delivery and customer satisfaction. This dynamic environment demands a customer success team that is agile, proactive, and deeply engaged with clients. Manufacturing Industry 1.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

ProProfs

SEPTEMBER 26, 2019

AI & Machine learning has penetrated almost every vertical, education included. . As revealed in an eSchool report , AI in the education sector is expected to grow by 47.5% It is quite the opposite; both AI and machine learning can improve education and enrich the learning experience beyond the borders we have now. .

Education 68

Education Machine Learning AI Construction 68

ECXO

AUGUST 6, 2024

These influences manifest through values, norms, economic conditions, educational systems, and social structures, creating a diverse tapestry of future-oriented mindsets across different societies. This perspective fosters patience and a focus on future rewards, encouraging individuals to invest in education, savings, and long-term projects.

Customer Experience 177

Customer Experience Innovation Education Government 177

Retently

MARCH 11, 2025

That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

CX 115

CX Customer Experience Net Promoter Score NPS 115

Intercom, Inc.

MARCH 16, 2021

With the right strategy and proactive support tools – think Outbound Messages , Product Tours , Mobile Carousels , and Banners – you can alert customers to known issues, like delivery delays, bugs in your product, and website downtime. Create a customer feedback loop. Educate customers on new features.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Retently

MARCH 17, 2025

Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Identifies patterns & recurring pain points in customer feedback. Its also about understanding how customers feel. Whats in it for you? Prevents slow escalations of critical issues.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

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. This shows the tangible, bottom-line benefits of listening to your customers.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

Customer Service Life

JULY 23, 2021

If you’re not asking for customer feedback and actually acting on it, you’re basically letting your company walk around with toilet paper stuck to its shoes. Customer feedback is a gift to look at your business through the eyes of the folks spending the money. Ongoing education.

Customer Service 134

Customer Service Education Customer Feedback CX 134

Intercom, Inc.

FEBRUARY 12, 2020

They’re an integral part of how we build and nurture a customer-centric culture at Intercom. Bringing the voice of the customer to life. Every SaaS company has different processes for collating customer feedback and raising feature requests. New educational content.

Engineering 193

Engineering Education Actionable Insights Sales 193

Shep Hyken

SEPTEMBER 16, 2022

For example, advanced customization, abstract thinking and some types of complex problem solving cannot always be effectively performed by a machine. Businesses who want to use NLP to process customer feedback will find that this type of A.I. When it comes to processing feedback, categorization is king.

Customer Feedback 61

Customer Feedback Artificial Intelligence Net Promoter Score Actionable Insights 61

ECXO

MAY 16, 2024

A customer-centric leader also encourages their team to share customer needs and opinions, as this is crucial for gaining a deeper understanding of our customers. It is of great importance to reflect on how we currently handle feedback from our teams. Employees’ well-being affects the customer experience.

Touchpoint 207

Touchpoint Customer Journey Map Education CX 207

Ameyo Callversations

JULY 27, 2022

Many of you must have heard about AI chatbots in education. Technological advancements have completely changed the way of getting an education. Long before the pandemic, education became online because of technology. Today, educational institutes are making huge profits with chatbots. So what is this all about?

Education 52

Education AI Artificial Intelligence Social Media 52

Intercom, Inc.

MARCH 18, 2021

In previous episodes, we’ve talked about how customer feedback and cross-team collaboration play a crucial role in the features and updates we build here at Intercom. Or rather, two – conversation topics and custom reports. It’s not directly born from customer feedback. Rati Zvirawa – Product Manager.

Start-ups 211

Start-ups Customer Feedback Actionable Insights Machine Learning 211

Gainsight

JULY 25, 2023

Gainsight brings much of that technology together in a single digital customer success platform, including its latest acquisition of the customer education learning management system, NorthPass. Ovsyannikov explains that customer education is essential to a customer success motion.

Education 52

Education B2C AI B2B 52

Bill Quiseng

APRIL 18, 2021

Take ownership for the education of those you select to deliver the experience your customers are expecting. That education starts on the first day. And if you want your employees to make it a habit to deliver outstanding customer service, you need to make it a habit to thank them when they do.

Social Media 167

Social Media Customer Service Education Retail 167

Intercom, Inc.

OCTOBER 27, 2020

As Kristen puts it: “We want to make sure the people who are caring for our customers are deeply connected to the people building the product and are able to close the loop on this holistic experience we want to provide our customers.”. Understanding the customer.

Close the Loop 179

Close the Loop Education Start-ups Customer Expectations 179

Fonolo

JUNE 20, 2018

Respond to customer requests in real time. Crown the customer as your brand ambassador. Grow stronger with surveys: Make customer feedback surveys a bigger deal. Easy does it: Make the customer journey easy as pie. Get personal: Get to know your customers by asking them questions, big and small.

Customer Experience 120

Customer Experience CX Education Start-ups 120

Experience Investigators

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Experience Investigators

JULY 20, 2021

Let’s look at a common example scenario: First, it starts with an idea: customers are important! Typically, this means collecting customer feedback. Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Experience Investigators

FEBRUARY 18, 2025

Investigate these areas and create a plan to better address your customer expectations. If customers are satisfied with their first purchase but dont return, create targeted emails that promote complementary products or add-on services. You may even consider an educational community or how they use it stories.

Customer Experience 52

Customer Experience Non-Profits CX Education 52

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

SEPTEMBER 25, 2023

Businesses of all sizes are using videos to reach their target audience, build relationships with customers, and drive sales. The answer is simple: listen to your customers. Customer feedback is the key to creating video content that resonates with your audience and achieves your marketing goals.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

Intercom, Inc.

OCTOBER 22, 2020

Paul Hagen, a former CX Analyst at Forrester, says that a breakdown in CX often occurs for one of two reasons – a lack of strategy or poor execution that fails to close the loop from customer feedback to action. As Nate puts it: The customer voice gets louder.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. The telecoms giant has a customer experience programme that focuses on understanding customer needs and delivering personalised experiences. It’s your most powerful competitive tool. Find out more here.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Intercom, Inc.

NOVEMBER 14, 2019

That last part is key because a well-executed customer success program can drive powerful expansion revenue. All the activities that the team takes on should be done with stronger, happier customer relationships as the ultimate goal. “At But what’s embedded in all of that is building a relationship with your customer.”.

Sales 108

Sales Gaming Education Customer Relationship 108