Retently

NOVEMBER 27, 2023

Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different. Let’s explore the advantages of outsourcing your NPS process in order to help you make an informed decision for your business strategy.

NPS 144

NPS Net Promoter Score Customer Feedback Social Media 144

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. Well, CSAT and NPS surveys are designed for just this. Lets get started.

CRM 52

CRM Customer Feedback NPS Touchpoint 52

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

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. Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements.

CX 116

CX Customer Experience Net Promoter Score NPS 116

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. When every department works toward common targets—such as customer satisfaction or operational efficiency—it becomes easier to focus on the broader company mission rather than department-specific objectives.

CX 458

CX Finance Customer Journey Map Innovation 458

Retently

MARCH 29, 2023

Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry. So how does the world’s NPS leader achieve such a high level of customer satisfaction? If the issue is related to its software, engineers can often update the car at a distance.

Net Promoter Score 196

Net Promoter Score NPS Manufacturing Customer Satisfaction 196

eglobalis

AUGUST 13, 2024

While American companies are celebrated for their creativity and German firms for their precision engineering, Samsung combines both with a unique speed and flexibility that keeps it at the forefront of the global market. Samsung’s resilience is evident in its ability to overcome challenges and setbacks.

CX 518

CX Innovation Manufacturing Technology 518

ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. The process involves customer research, design thinking, and user testing to develop products and services that fit seamlessly with the customer journey. He holds an MBA at J.L.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

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. Experience engineering.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Lumoa

FEBRUARY 28, 2023

Strategically reacting to customer feedback can increase customer loyalty and retention. In this post, you’ll learn why customer feedback is integral to your business’s success. These commonalities are elements of your customer journey —the sum of all interactions customers have with your brand.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop?

Customer Feedback 78

Customer Feedback NPS Sales Engineering 78

Intercom, Inc.

MAY 22, 2019

While there’s always room for carefully executed customer surveys, companies need to think about creative ways to harvest customer feedback from all types of customer interactions. In the last year, we’ve really invested in machine learning and AI to shift the discussion from “What are my customers saying?”

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

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. While it shines in NPS insights, CustomerGauge falls short in a few key areas. Address negative feedback instantly with real-time ticket generation.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 78

NPS Sentiment Analysis Start-ups Net Promoter Score 78

Intercom, Inc.

JUNE 2, 2021

Projects that require a lot of engineering effort, especially if contributions from multiple teams are needed, will automatically rank higher in the investment category. . If a problem has a major impact on how a significant portion of customers use and enjoy the product, solving it should be more urgent.

Innovation 251

Innovation Start-ups Omnichannel NPS 251

Retently

MAY 31, 2024

Operating from this position means you’ll likely end up prioritizing the hire of additional technical staff (engineers, programmers, etc.) The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. What They’re There For Feedback is a vital ingredient in your product’s lifecycle.

Net Promoter Score 143

Net Promoter Score Engineering Customer Retention Customer Feedback 143

Retently

MARCH 18, 2019

After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. Given that an NPS score averages between -100 and 100, it’s clear the NPS scores of these top companies match their brands’ level of popularity. High Customer Retention and Growth.

Net Promoter Score 127

Net Promoter Score NPS Customer Retention Innovation 127

SurveySensum

JULY 2, 2024

If not, it’s crucial to adopt a robust customer feedback tool to effectively gather and leverage the feedback. According to the State of Global Customer Service Report, a staggering 77% of consumers hold brands in higher regard when they actively seek and apply customer feedback.

Customer Feedback 52

Customer Feedback Sentiment Analysis NPS Text Analytics 52

SurveySensum

FEBRUARY 24, 2022

10 Best Customer Feedback Tools leading in 2022. Customer feedback plays an important role in enhancing your services and products, improving growth, and serving an all-around excellent user experience. . Customer feedback tools make this process easier and way more effective. . Introduction. SurveySensum.

Customer Feedback 52

Customer Feedback Sentiment Analysis Close the Loop NPS 52

Intercom, Inc.

MAY 3, 2018

She’s worked in product from early-stage startups all the way up to publicly traded companies like Rackspace and Square, a company with the sensitive task of handling customers’ money. I studied computer engineering in school, and I love math, but I realized I didn’t want to be a computer engineer when graduating.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Lumoa

JUNE 19, 2018

Encourage leaving customer feedback both generally about your brand and also about a single important customer touchpoint. Simply asking "Based on your recent messaging with our customer service, how likely you are to recommend us to your friends and colleagues?” Finally, do something about it!

Customer Feedback 60

Customer Feedback NPS Touchpoint Engineering 60

SurveySensum

JANUARY 20, 2025

The real advantage of using an AI-enabled tool to categorize customer feedback isnt just that it simplifies the process. Analyzing Customer Feedback It goes without saying that the core benefit of implementing sentiment analysis is to analyze customer feedback collected via surveys , questionnaires, etc accurately.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Gainsight

OCTOBER 4, 2023

Users have an expectation in today’s Customer Success Management Platform market that their vendor will have gen AI built into their platform in a meaningful way, but many vendors simply lack maturity with AI. Takeaways: AI-generated summaries of all customer feedback. Enter Horizon AI. What’s Horizon AI?

Engineering 52

Engineering AI Net Promoter Score Artificial Intelligence 52

SurveySensum

JUNE 26, 2024

This simple, yet powerful, metric helps businesses such as Amazon to stay ahead of the curve and meet their customers’ expectations in a streamlined manner. But the question here is that lots of businesses use NPS to boost their customer loyalty , but what is it that Amazon is doing differently that is making such a difference?

NPS 52

NPS Customer Loyalty Net Promoter Score Close the Loop 52

SurveySensum

NOVEMBER 23, 2023

What is an NPS tool? How to choose the right NPS tool? With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. What is an NPS tool? to help you make the most of your NPS survey.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Fonolo

AUGUST 22, 2017

If it has a search engine, which most do, focus on putting in the correct keywords to get the script or article that you need to solve the customer’s problem. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. What’s Inside: What is CSat, NPS, and CES.

Contact Center 124

Contact Center Outlook Customer Satisfaction NPS 124

Intercom, Inc.

JULY 11, 2019

But when things start going less well, and your CFO starts looking for places to cut, they typically will go to support first and not to sales, because sales is the growth engine. When you think about it and flip the script a little bit, you start to break down the customer experience in terms of what’s important, right?

Start-ups 188

Start-ups Sales Engineering Voice of the Customer 188

SurveySensum

JULY 6, 2020

Perhaps, to grow a business in this competitive market, it has become important to capture valuable customer feedback wisely and be aware of how happy or unhappy your customers are from your services, products, or experience. Rather they are more important as they share their real feedback and help you identify the problem.

Net Promoter Score 83

Net Promoter Score NPS Social Media Start-ups 83

PeopleMetrics

DECEMBER 2, 2016

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. If they can’t get up and running quickly you are not likely to earn a 9 or 10 on your NPS survey. #3:

Net Promoter Score 75

Net Promoter Score Customer Experience Engineering NPS 75

Intercom

NOVEMBER 30, 2021

Then, armed with eye-opening customer insights, you’ll know the exact questions to address in your proactive messages and the precise words to use (yes – your customers’ words). NPS, CSAT, and CES surveys: InMoment. For example, when customers close a conversation or use a specific feature, you can check in to see how they feel.

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Retently

OCTOBER 16, 2024

Whether you’re gauging customer satisfaction, gathering feedback on recent interactions, or spotting areas for improvement, embedding a quick survey in your email signature offers a non-intrusive way to collect continuous feedback. Once someone has responded, give them a break!

Customer Satisfaction 135

Customer Satisfaction Touchpoint Net Promoter Score Start-ups 135

Fonolo

AUGUST 31, 2017

A great example of a company who created a product from a customer’s suggestion is Amazon. The Kindle tablet actually came into existence because of a customer’s desires, not as a result of an engineer. Respected brands have diminished due to mishandled situations in dealing with an unhappy customer. Plus So Much More!

Contact Center 89

Contact Center Customer Satisfaction NPS Engineering 89

Lumoa

APRIL 22, 2020

Solving the Problems with B2B Surveys Customer feedback needs to be addressed in two ways: The individual customer’s feedback needs to be resolved and addressed. The company needs to ensure the feedback is addressed systematically. For example, you might send out an NPS® survey to your customers.

B2B 78

B2B Customer Survey Net Promoter Score Social Media 78

Retently

OCTOBER 23, 2024

They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage. Taking the importance of collecting customer feedback out of the way, where do we start? How did you hear about our store (social media, referral, search engine, etc.)?

Retail 110

Retail CX NPS Touchpoint 110

SurveySensum

FEBRUARY 24, 2025

Out to do a detailed analysis of your customer feedback/review? When the world is rapidly turning towards AI, businesses are relying on advanced techniques to extract valuable insights customer reviews, social handles, emails, chats, surveys, and whatnot. Dont waste time sorting through endless customer feedback.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

Waypoint Group

JULY 18, 2018

So, how can you take the voice of the customer efforts, and use that hard-data, from the mouth of paying customers, to drive product changes? Most of us are familiar with Net Promotor Score (NPS), and the resulting data that gives you Promoters (score 9-10), passives (score 7-8) and detractors (score 0-6). Customer Support.

NPS 40

NPS VOC Voice of the Customer Start-ups 40

SurveySensum

JULY 20, 2023

Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey. And, we explore how leveraging the power of customer feedback can help resolve these issues, ultimately enhancing your customer experience in retail. Did our product variety meet your needs?

Retail 52

Retail Customer Feedback CX Social Media 52