Remove CX Remove Data Mining Remove Net Promoter Score
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How to ask your customers great questions and gather actionable feedback – 3 key takeaways

Intercom

We recently hosted the debut session of our CX for Growth webinar series, with guests Great Question. CX for Growth is a webinar series hosted by the Startups team at Intercom, a casual, interview-style monthly session featuring special guests and exploring customer experience topics that help to drive growth in your business.

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Are you listening to your customers?

RateMyService

Analysing and comparing your experience data through different lenses e.g. time periods, departments, branches, touchpoints, etc. gives better context to the data and insights and helps focus on organizational improvements. Additionally, the tool evaluates customer satisfaction, customer effort, and Net Promoter Scores on the go.

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Nurture Partner Relationships: Tough Jobs Require Strong Partners

CX Journey

What this means for VoC / CX If your business model relies on a distributed sales channel, value-added resellers, service vendors, or any other partner relationship, please listen up: Your VoC / CX program needs to be leveraged to enhance your relationship with these valued partners.

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Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. Providing employees with timely and relevant customer feedback is the most direct way to engage them in improving CX. Virtual queuing/Web callback. Customers expect nothing less.

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Friend or Foe: How Do Your Colleagues Perceive Your VoC/CX Program?

CX Journey

I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “ For some customers, an 8 is a good score, yet I get dinged by my management if the customer rates me lower than a 9. ” But why do you call this BS? ”

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