Lumoa

MAY 9, 2023

By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. In This Article: Why is Sentiment Analysis on Customer Feedback Important?

Analysis 208

Analysis Feedback Customer Experience Customers 208

InMoment XI

NOVEMBER 16, 2021

In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you. If you fear response bias, you should do a response bias study, but that’s a topic for another blog post. How Do I Increase Survey Response Rates?

Survey 493

Survey Automotive Comparison Hotels 493

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels.

Analysis 423

Analysis Data How To Customer Centricity 423

ShepHyken

NOVEMBER 29, 2019

Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Social media has empowered users to share instant feedback with their followers – and have those comments validated instantly. Own your customer experience with a custom-developed app.

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

Lumoa

JULY 17, 2023

User interface feedback and qualitative surveys Digitizing Customer Experience: A Key Step to Make Your Company Competitive The Connection between Digital Transformation and Customer Experience The term digital transformation refers to integrating digital technology into all aspects of a business. Optimizing your online presence 2.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

ShepHyken

MAY 31, 2019

The ‘user experience’ refers to any interactions that your website or app users have with that particular piece of software. Services such as ReputationDesk can help brands track, monitor and react to feedback across the web and social media, allowing them to use real data to shape their customer experience strategy. Closing Thoughts.

Customer Experience 117

Customer Experience Touchpoint User Experience Feedback 117

GetFeedback

APRIL 30, 2018

Collecting customer feedback is essential if you truly want to understand the needs and expectations of your target audience. Website surveys play an important role in optimizing your customer self-service strategy by directly responding to any concerns the visitor may leave in the feedback. Blog Surveys. In-App Surveys.

Survey 207

Survey Marketing Self Service Feedback 207

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Examples 94

Examples Feedback Strategy NPS 94

Comm100

OCTOBER 17, 2023

Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms. Key Features : Ticketing, live chat, feedback surveys, knowledge base, reporting, and it integrates seamlessly with the HubSpot CRM.

Software 182

Software Chatbots Customer Service Knowledge Base 182

SurveySparrow

APRIL 21, 2024

Imagine building a mobile app without developers. Businesses looking to understand the market and their customers Feedback collection & analysis Starts at $19/month Available Available Zapier 4.5 Startups looking to build web applications Web app development Starts at $29/month Available Available Airtable 4.6

Tools 52

Tools Ecommerce Survey Analysis 52

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! Bridging the collaboration gap with Totango In-App Despite significant collaboration between CS teams and other departments, many leaders still feel that more can be done to improve cross-functional collaboration.

Communication 83

Communication Customer Success Customer Journeys Conference 83

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. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Analysis 208

Analysis Social Media Trends Feedback 208

SurveySensum

JANUARY 26, 2024

Through insightful analysis, practical tips, and real-world examples, we aim to equip businesses with the knowledge needed to navigate and enhance their customers’ journey, leveraging the power of a robust customer feedback tool. Address negative customer feedback promptly and professionally.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

ShepHyken

FEBRUARY 15, 2019

Mobile app : Your staff never needs to abandon a customer by disappearing to the back room to look for an item — they can search for inventory on a mobile device with just a few taps. Mobile payments : Once again the mobile app comes in handy! Investing in a point of sale (POS) system is a game changer for your retail business.

e-support 89

e-support Retail System Sales 89

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. A quick tip is to examine the negative feedback. Complaints are opportunities to show how good you can be. Shep Hyken. Treasure the learnings to maximize business earnings! Conflict resolution.

Poor Customer Service 109

Poor Customer Service Advertising B2B Policies 109

ShepHyken

AUGUST 11, 2017

Connect executives to customer feedback. In a study of 275 B2C customer experience programs , we found that programs that shared feedback directly with executives achieved Net Promoter Scores 6 points higher, on average than those that did not. Feedback must include elucidating comments, not just numbers. Stories move people.

Net Promoter Score 93

Net Promoter Score Customer Centricity How To Feedback 93

ShepHyken

JUNE 8, 2018

We’re Lightricks , by the way, a company that’s behind the Enlight suite of creative apps on iOS: Photofox , Quickshot and Videoleap. Over Christmas, our Quickshot app was released with a bug that affected many users. The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too.

Social Media 75

Social Media Video Case Study Customers 75

Comm100

FEBRUARY 6, 2024

From fitness apps that turn exercise into a game to work environments that use game-like rewards, this concept is everywhere and still spreading its wings. In this blog post, you will learn some of the most effective gamification strategies and how they can benefit your higher education students and overall teaching experience.

Gamification 100

Gamification Engagement System Feedback 100

Kerry Bodine

AUGUST 14, 2020

This approach is detailed in my blog post 3 Steps To Better Customer Research. You can find more on each of these four criteria in my blog post Which Customer Journeys Should You Map? Would you use or start with data/feedback/research from customer when designing the journey? At least that’s how it works at my local store!).

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

SurveySensum

SEPTEMBER 18, 2023

This is what the in-app survey looks like. These surveys provide a unique opportunity to gather customer feedback right when they are interacting with your product. When conducted effectively, these surveys help you refine your app’s features and functionality. What is an In-App Survey?

Survey 52

Survey Gamification Hotels User Experience 52

ShepHyken

NOVEMBER 15, 2019

These apps can determine caller intent and automatically direct them to the right destination, whether it’s a self-service function or an agent. These apps can determine caller intent and automatically direct them to the right destination, whether it’s a self-service function or an agent. So how can your contact center IVR get there?

Self Service 94

Self Service Customer Experience Contact Center Interaction 94

Zonka Feedback

JULY 31, 2023

In this blog post, we'll explore a list of the best in-app survey questions based on different use cases to gauge valuable customer insights. But how can you gather real-time, contextually relevant product feedback ? But how can you gather real-time, contextually relevant product feedback ?

Survey 52

Survey Examples Feedback Customer Insights 52

Zonka Feedback

JULY 31, 2023

In this blog post, we'll explore a list of the best in-app survey questions based on different use cases to gauge valuable customer insights. But how can you gather real-time, contextually relevant product feedback ? But how can you gather real-time, contextually relevant product feedback ?

Survey 52

Survey Examples Feedback Customer Insights 52

Totango

AUGUST 16, 2022

Customer retention software is an app that promotes SaaS subscription renewals and reduces churn rates. The term refers to a function that several different types of software apps may serve. Customer retention in CRM apps can also support customer success management. What Is Customer Retention Software?

Customer Retention 98

Customer Retention Software Customer Success CRM 98

BirdEye

DECEMBER 8, 2022

Interactive social apps 7. Live streaming social media apps 9. Social media shopping apps 12. Community blogging 15. If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. Ephemeral social media platforms 6. Audio sharing social media platforms 8.

Social Media 98

Social Media Brands Video Entertainment 98

ReviewTrackers

JULY 1, 2020

Automotive aftermarket service provider Ziebart has found many ways to power up their ReviewTrackers experience and get more work done using app integrations. ReviewTrackers integrates with Google My Business and Facebook to enable in-app responses to reviews posted on those two sites. Leverage ReviewTrackers’ API.

Net Promoter Score 123

Net Promoter Score Social Media Automotive Customer Relationship Management 123

2020 Research

AUGUST 21, 2023

The goal of Sago’s On-the-Go Product Testing is to make complex product testing simple by using the QualMobile smartphone app to guide participants through a structured and rigorously guided research process. Engaged Participants Engaged participants lead to more authentic and detailed feedback.

Consulting 98

Consulting Video Feedback Analysis 98

Totango

APRIL 5, 2022

Integration of NPS surveys with other relevant tools, such as CRM apps and email autoresponders. Combine NPS surveys with other apps for more powerful functionality. Integrations: Does your solution support integration with your existing apps or other apps you need to obtain desired functionality?

NPS 101

NPS Software Net Promoter Score Multi-Channel 101

SurveySensum

SEPTEMBER 19, 2023

So yesterday my friend Jess was scrolling through a new travel booking app to book a hotel. While browsing, she kept receiving in-app surveys asking her to rate her experience. It should have asked Jess about her experience with the app – “ Please rate your booking experience with our app. ” Now, this question is clear.

Survey 52

Survey Data User Experience Customer Satisfaction 52

Retently

JUNE 28, 2022

Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. Great feedback? They read their feedback, check the high score, pat themselves on the back and move on to other tasks. That is if you put your NPS® to work. You get what you ask for.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Totango

JANUARY 3, 2024

4 key behaviors shaping the next generation of CS As we look towards the future, we’ve identified four key behaviors shaping the next generation of customer success: leading with business growth, starting with customer results in mind, using adoption and feedback to drive advocacy, and leaning into enterprise integration.

Software 111

Software Customer Success Innovation Report 111

BirdEye

MAY 22, 2023

That’s why you need an easy-to-use scheduling app to stay on top of your schedules. In this blog post, we highlight the best scheduling apps that are perfect for appointment setting, are user-friendly, and offer multiple software integrations. Table of contents What is a scheduling app? Who uses scheduling apps?

Self Service 98

Self Service Software System Social Media 98

Totango

JULY 11, 2023

Continuous improvements like our recent launch of Totango In-App and integration of AI enabled tools are critical to these efforts and make it easier for teams to work together and drive customer outcomes more quickly. ” — Juan G., ” — Juan G.,

Customer Journeys 82

Customer Journeys Customer Success Sports Software 82

Thematic

AUGUST 14, 2023

With Thematic, our feedback analytics platform, I can surface insights immediately from thousands of real reviews left by Twitter/X users on the iOS App Store and the Google Play store. Here’s the overall summary of all that feedback, provided by Thematic. I want to try and understand what the collective is saying.

Analysis 62

Analysis Feedback Groups Analytics 62

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. They can take several forms, including: In-app guides. Integrations: does the platform integrate with other tools you’re using to engage customers, such as your live chat app or email autoresponder?

Customer Engagement 103

Customer Engagement Tools Engagement Knowledge Base 103

SurveySensum

NOVEMBER 27, 2023

Imagine you spend most of your time on social media apps because you love sharing pictures. Now after a few days, while using the app (as you’re a frequent user), an in-app survey popped up. You gave detailed feedback and suggested making it easier to add multiple pictures and organize them in a single post.

Analysis 52

Analysis Feedback Social Media Roadmap 52

ChurnZero

MARCH 10, 2023

After playing around with our new CS AI tool and gathering product tips and tricks from the industry at large, the above is what we produced as an introduction for this blog. Prompts make perfect The day-to-day of a CS professional is more dynamic and varied than one blog post prompt, but the basic tenets of AI writing are the same.

Examples 98

Examples Tips Customer Success Analysis 98