InteractionMetrics

AUGUST 2, 2023

Why Fox Rent a Car (and, by association, its Managing Director Gerardo Bermejo) should spend more time on listening and less time on gaming their customer surveys! As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it all. It’s time to start improving your customer experience surveys.

Gaming 52

Gaming Customer Survey Start-ups Customer Experience 52

InteractionMetrics

OCTOBER 31, 2023

Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? At Interaction Metrics, our mission is to collect science-based facts, so I can’t understand why any organization would seek to game its surveys. Unfortunately, survey gaming like this is prevalent. Seems unlikely.

Healthcare 52

Healthcare Gaming Construction Retail 52

SurveySensum

JANUARY 12, 2024

And as consumers are increasingly seeking meaningful engagements, businesses must incorporate empathy and personalization into their customer feedback mechanisms. This article aims to provide actionable insights into humanizing customer feedback processes. 5 Strategies for Humanizing Customer Feedback: 1.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

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 308

NPS Net Promoter Score VOC Actionable Insights 308

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 Survey 52

ClientSuccess

JUNE 2, 2021

Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. After all, your customers are your best sounding board because they live the customer relationship every day. Why customer feedback is important.

Customer Feedback 65

Customer Feedback Gaming Customer Relationship Customer Experience 65

SurveySensum

JANUARY 31, 2024

Your top 10% who are spending three times more than your average customers. So – who are YOUR high-value customers? What is a High Value Customer? Yes, the feedback of course. it’s a game-changer! Customer feedback is the compass guiding you to enhance your customer satisfaction journey continuously.

Gaming 52

Gaming Net Promoter Score Customer Satisfaction Social Media 52

Doing CX Right

OCTOBER 20, 2020

My point is that getting feedback in the right way and at the right time is essential for business success.?? . While valuable, it must not be your only method of getting customer feedback. Step 2: Turn Voice of Customer Data Into Actionable Insights. . 3: Close The Loop With Customers . THE GAME CHANGER .

Gaming 69

Gaming VOE VOC Close the Loop 69

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

SurveySensum

DECEMBER 18, 2023

In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback.

Customer Feedback 52

Customer Feedback Construction Start-ups CX 52

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

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business. This leads to stronger relationships and greater customer loyalty.

CX 325

CX Customer Experience Social Media Sentiment Analysis 325

PeopleMetrics

DECEMBER 9, 2014

Video game designers are experts in flow. A great example of how flow works in video games is Tetris. Tetris is one of the most popular video games of all time, and it’s simple and addictive. When you start the game, blocks fall slowly from the top of the screen. But the game incrementally increases in speed.

Gaming 74

Gaming Customer Experience Voice of the Customer Education 74

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

Execs In The Know

MARCH 31, 2024

She began by emphasizing the dynamic nature of customer expectations, which are continually shaped by technology and societal shifts. She argued that staying ahead in the CX game requires meeting and exceeding these evolving expectations. Because in the age of the customer, businesses that fail to listen and adapt risk obsolescence.

Voice of the Customer 104

Voice of the Customer VOC Age of the Customer Innovation 104

ECXO

SEPTEMBER 30, 2024

o Cultural Differences and Blame Game Organizational culture can further entrench divisions. Sales teams might view internal teams as roadblocks to closing deals, while internal teams may see sales as overly aggressive or disconnected from the operational realities by over-promising to customers.

Sales 156

Sales Customer Experience Innovation Customer Feedback 156

Futurelab

MARCH 20, 2022

Does this sound like your company’s leadership: When it comes to developing your product roadmap and prioritizing customer feedback, you’ve got a CEO who knows exactly what to build but with no consideration for customers and what problems they need to solve. Life’s too short to build something nobody wants. ~

Customer-Centric Organization 130

Customer-Centric Organization Customer Feedback Gaming Customer Experience 130

CSAT.AI

JULY 16, 2024

Positive and negative scoring has been the name of the game in CX QA for ages, but it isn’t the only option, nor should it be. It is a game changer in understanding the year-over-year without having to recall particulars. Adding neutral scoring metrics to your rubric increases insight without stressing your CX team.

Compliance 52

Compliance Gaming Contact Center CX 52

TeamSupport

DECEMBER 20, 2023

Bottom line: Your customers get resolutions faster, regardless of the path they took to get there. Provide Proactive Support Anticipating customer needs before they arise is a game-changer in the world of customer support. Bottom line: Plant seeds now and watch your team’s productivity grow over time.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Totango

NOVEMBER 15, 2023

This is why we are so proud to have received multiple leadership awards from TrustRadius in the customer success category, including: TrustRadius Best Relationship: Highlights companies that follow through on their sales and marketing promises, deliver on implementation expectations, and identify customers who would buy again.

Outlook 115

Outlook Customer Satisfaction Customer Feedback Start-ups 115

Inside Customer Service

MARCH 11, 2021

Voice of Customer The overall results for this category were relatively unchanged from 2015, and a high number of agents acknowledge their contact center collects customer feedback. percent agreeing or strongly agreeing with this statement: If I have an idea for improving customer service, I know I will be heard.

Contact Center 252

Contact Center Customer Feedback Gaming Customer Service 252

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

ECXO

OCTOBER 23, 2024

Furthermore, AI enables organizations to gather and analyze customer feedback at scale. Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. It has emerged as a game-changer in customer support.

AI 197

AI Customer Service Sentiment Analysis Predictive Analytics 197

SurveySensum

JULY 31, 2024

The magic lies in the AI feedback loop – a complete game changer in the world of feedback analysis. This AI capability enables businesses to analyze your feedback to extract actionable insights, understand customer sentiments, and even gauge their emotions. Here’s how it works.

AI 52

AI Sentiment Analysis Close the Loop Actionable Insights 52

SurveySensum

FEBRUARY 13, 2024

That’s a game-changer right there! So, in the world of startups, it’s not just about winning big; it’s about keeping the game going by ensuring a fantastic user experience. Gather customer feedback to offer a personalized user experience and enhance overall customer satisfaction. Strategy 7.

Gaming 52

Gaming Social Media Customer Feedback Customer Satisfaction 52

eglobalis

AUGUST 28, 2024

Creating a Culture of Autonomy For businesses to truly harness the power of free will in customer experience, it needs to be embedded in the organizational culture. This means training employees to respect customer autonomy, designing processes that offer choices, and fostering an environment where customer feedback is valued and acted upon.

Customer Experience 247

Customer Experience Legal Customer Relationship Retail 247

SurveySensum

SEPTEMBER 2, 2024

In-Game Advertising In-game placements are becoming a source of growth in the native programmatic advertising segment and provide various formats. In-game advertising is an important and growing trend. The key lies in using these technologies to enhance value without compromising customer autonomy.

Artificial Intelligence 52

Artificial Intelligence Retail Gaming AI 52

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer feedback should NOT be anonymous. Here they are!

CX 163

CX CEM Close the Loop Business Administration 163

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. It can help companies pinpoint areas for improvement within customer feedback.

Sentiment Analysis 78

Sentiment Analysis AI Machine Learning Social Media 78

ECXO

AUGUST 21, 2024

Envisioning the ‘Golden’ Customer Experience Organization Visualize an organization where every touchpoint is designed to create value, where customer feedback is not just heard but acted upon, and where technology and human empathy work hand in hand to deliver exceptional service. 2.

CX 156

CX Social Media Predictive Analytics Net Promoter Score 156

Lumoa

AUGUST 18, 2022

Recently, I read a blog by Ron Miller (author at TechCrunch and former corporate blogger for Intronis) entitled “I’m so over customer surveys” He talks about his annoyance with endless survey requests regarding company products and services. Otherwise, a customer will just feel lost. Undefined goals.

Customer Journey Map 78

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

Fonolo

FEBRUARY 1, 2018

You can even use music as a part of a game. The Game of Role Playing. People always talk about games and role playing as separate activities – consider combining them instead. What’s Inside: A Focus on Customer Experience Strategies. How Customers Feel About Customer Feedback. Plus So Much More!

Contact Center 92

Contact Center Gaming Start-ups Customer Feedback 92

SurveySensum

OCTOBER 28, 2024

This means you are not only listening to customer needs but also reacting strategically to respond to those needs to bring satisfaction and ultimately, long-term loyalty to your company. Let Customer Feedback Lead Your Product Development with SurveySensum. Build Better, Smarter, Faster Products!

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

Intercom, Inc.

APRIL 4, 2022

Patrick’s Day celebrations returned, more and more of our teams were able to work from the office, and we hosted our first ever global virtual event, New at Intercom – bringing together our leaders and customers under one virtual roof. Surveys – don’t just ask customers opinions, act on them.

Gaming 118

Gaming Customer Feedback Customer Experience 118

SurveySensum

JANUARY 17, 2024

Ensure the questions resonate with the customer’s experience and send surveys at moments when they can engage with them effectively. These practices, along with robust customer satisfaction software are game-changers, significantly boosting response rates and yielding actionable feedback. Let’s get started.

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Callminer

APRIL 24, 2020

Incorporate Customer Feedback into Performance Improvements. Sometimes the best resource for feedback on company experiences and interactions is a company’s customers. More than one out of 10 of those unhappy customers will tell 15 or more people about their negative experience.

Gaming 182

Gaming Social Media Contact Center Customer Feedback 182

ECXO

JUNE 19, 2024

In the end of the day, it all only will benefit the customers independent of who your company is serving B2B or B2C. Improving Customer Feedback Mechanisms The ability to visualize concepts early in the design process allows for more precise and actionable consumer feedback.

AI 378

AI Customer Experience Legal Manufacturing 378