ECXO

OCTOBER 23, 2024

This level of proactive engagement not only improves the customer experience but also increases the likelihood of repeat purchases and customer loyalty. AI also plays a vital role in improving the efficiency and effectiveness of customer service operations. Businesses have started adopting Duplex for handling customer bookings.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Hodusoft

MARCH 18, 2025

The Importance of Social Media Integration in Ecommerce Contact Centers Before we start with the blog, let’s do a quick experiment. If you are already logged into your social media account, click on the search bar, and type the name of one or multiple e-commerce companies you can think of.

Social Media 52

Social Media Contact Center E-commerce Retail 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

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. How can you utilize this knowledge to enhance customer experience (CX)?

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

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

Zendesk

JANUARY 25, 2021

In the last few years, Instagram has really grown up. The brainchild of Facebook originally hit the social media scene in 2010 as a quirky platform to share photos. Today, Instagram has grown to be one of the most popular social media platforms, with 1 billion active users a month.

Social Media 97

Social Media Customer Service CRM Start-ups 97

ECXO

MARCH 3, 2025

Map out the customer journey and assign each department a role in ensuring that journey is seamless. Start by building trust within your organization. The Journey Map: Plotting the Customers Epic Adventure Frodos journey to Mount Doom wasnt a straight line. Focus on understanding customers needs before offering solutions.

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. After pushing a bit more for a supervisor, I was left with no choice but to hang up and try again. Again, huh? Culture comes from the top.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Zendesk

DECEMBER 3, 2020

Namely, the design of a coronavirus-shaped canapé that one diner photographed and shared on social media. Like many businesses in hot water, they could’ve better weathered the controversy by employing some proven social media crisis-management tactics. What is a social media crisis?

Social Media 95

Social Media Social Listening Start-ups Customer Feedback 95

SurveySensum

APRIL 16, 2025

Lets get started. 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. Improve post-purchase engagement and follow-up strategies.

CRM 52

CRM Customer Feedback Touchpoint NPS 52

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. Are wait times creeping up?

CX 120

CX Customer Experience Net Promoter Score NPS 120

Zendesk

JUNE 17, 2022

Your experience at the ice cream parlor shows why it’s not enough for businesses to just gather customer feedback—they must act on it, too. Companies that create a process for collecting, analyzing, and acting on customer feedback improve their chances of impressing buyers. What is customer feedback management?

Customer Feedback 98

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 98

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Social media mentions. Customer feedback can come at you a hundred different ways. What is Customer Feedback?

Customer Feedback 88

Customer Feedback Gambling Social Media VOC 88

Fonolo

AUGUST 10, 2021

Developing a customer care strategy can be overwhelming, but when you break it down, it becomes a lot more manageable. Start by creating a customer care vision and set goals. What does top-tier customer service look like in your call center? Monitoring customer interactions to ensure each agent knows the basics.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

ECXO

JUNE 19, 2024

Why is product design crucial for your customer experience in both physical and digital products? Because no matter how excellent the customer experience is, it cannot make up for the lack of quality and well-designed outcomes that help generate adoption, repeat business, loyalty, and revenue.

AI 386

AI Customer Experience Legal Manufacturing 386

Zendesk

MARCH 31, 2021

Customer feedback is an important part of any business relationship. That’s why collecting customer feedback should be central to any customer experience (CX) operation. What is customer feedback? Why is customer feedback important? Types of customer feedback.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Lumoa

FEBRUARY 9, 2023

Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. Long-term actions are based on the analytics results of customer feedback. Acting on customer feedback doesn’t mean doing one thing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

APRIL 28, 2025

Heres the thing – 77% of customers have a more favourable view of brands that ask for and accept customer feedback. Thats where Voice of Customer (VoC) programs come in! But what is VOC, why is it crucial, and how can you leverage it to improve customer satisfaction and business growth? Lets dive in!

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

SurveySensum

MARCH 26, 2025

The system identifies common themes – like fast delivery and poor customer support- and even determines sentiment, showing that while customers love the delivery speed, they are frustrated with support. Saves Time and Effort : Manually reading through thousands of documents or customer feedback is nearly impossible.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

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 96

Customer Feedback Net Promoter Score Customer Satisfaction NPS 96

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. Start where you are. You probably already have a 190-degree view of your customers. So, let’s wrap up. This year is no different.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. Whats in it for you?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Retently

NOVEMBER 27, 2024

Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Leveraging Social Media and Influencer Marketing 8. That’s a lot of shopping carts, checkouts, and happy customers! Dive deep into customer behavior and market trends to tailor strategies that resonate with your audience.

Sales 152

Sales Social Media Predictive Analytics Start-ups 152

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Intercom, Inc.

MAY 13, 2022

Digital marketing , which relies on channels such as websites, social media platforms, and email. . A campaign is a strategic effort that is used to promote a specific business goal or objective, such as driving more sign-ups for your product or service, or capturing customer feedback in the form of a survey. .

Social Media 118

Social Media Engineering Customer Loyalty Sales 118

Retently

MARCH 29, 2023

In his blog post, he wrote: “So, in short, the master plan is: Build a sport car Use that money to build an affordable car Use that money to build an even more affordable car While doing above, also provide zero emission electric power generation options” The company had a vision and a long-term goal from the start.

Net Promoter Score 197

Net Promoter Score NPS Manufacturing Customer Satisfaction 197

SurveySensum

FEBRUARY 17, 2025

Are you still analyzing your customer feedback manually? In this digital age, where feedback can be gathered from multiple sources from social media posts to online reviews, it has become imperative that you dont miss anything as each of these customer activities can be valuable for your business.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. An organization that can act on feedback.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. Unsure where to start? We’ve got eight essential tips so you can start improving your contact center today. Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates.

Contact Center 148

Contact Center Social Media Start-ups Technology 148

SurveySensum

DECEMBER 30, 2024

If youre looking for advanced features, greater scalability, or a platform that aligns better with your unique customer needs and long-term CX goals, there are alternatives to CustomerGauge that may better suit your specific customer needs and long-term CX goals. Lets uncover them together, but lets start with what this platform is.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Callminer

FEBRUARY 27, 2019

While the cost of in-person interviews is the highest among all forms of interview, it is still considered to be the most useful form for building trusting customer relationships. Hospitality isn’t just about providing what a customer (guest) asks for. Analyze your customer feedback data and scrutinize it. “A

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Execs In The Know

JUNE 25, 2024

Execs In The Know recently spoke with customer experience (CX) leader John Sorenson on strategies for collecting and leveraging customer feedback and the importance of integrating it into every organization’s vision, mission, culture, and processes.

Customer Feedback 59

Customer Feedback Social Media CX Contact Center 59

Retently

MARCH 5, 2024

From crafting personalized responses to using feedback as a motivation for improvement, this guide will equip you with the tools to acknowledge your customers’ input and use it as a launchpad for growth. Yet, creating a culture of gratitude isn’t just about external interactions; it starts within your company.

Construction 145

Construction Social Media Customer Feedback Customer Satisfaction 145

Retently

AUGUST 1, 2024

What we haven’t discussed is when you should start using Net Promoter Score ®. When should your company begin to pay attention to customer sentiment? When should you start quantifying sentiment using NPS®? Key Takeaways Start early. Start using NPS When Are Your Results Reliable? Don’t celebrate too early.

Net Promoter Score 147

Net Promoter Score NPS Start-ups Invoicing 147

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. What feedback to gather.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Why do you need Customer Experience Management?

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141