Lumoa

OCTOBER 12, 2020

Every customer-centric business strategy centers around putting the customer at the core of their business, and that means closing the customer feedback loop. While surveys like NPS, CSAT, CES , or market research can be helpful tools for understanding your customer base, they come with their own share of challenges.

Feedback 195

Feedback How To NPS Customer Centricity 195

Thematic

AUGUST 29, 2024

According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box. Voice of Customer (VoC) is all about tuning into what your customers really think. Another 37.9%

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

SurveySparrow

JUNE 20, 2023

Voice of Customer programs are like a trusty GPS to navigate the tricky and ever-shifting landscape of customer preferences. For businesses seeking to enhance their customer experience, a Voice of the Customer program can provide the exact direction and understanding they need to make informed decisions.

Voice of Customer 52

Voice of Customer Customer Journeys Omni-Channel Strategy 52

Customer Guru

JANUARY 30, 2018

Viraj Verma is currently working as the Head of Marketing and Strategic Alliances at PVR BluO, a one of a kind of entertainment concept in India. Mr. Verma has an experience of 17 years in the Marketing domain across multiple industries such as entertainment, hospitality, and retail. Customer experience is what the brand is.

Brands 95

Brands Customer Experience Marketing Entertainment 95

InMoment XI

FEBRUARY 12, 2024

The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback. On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Second to None

MAY 8, 2018

The following article is a guest post submitted by Camille Moore from Taktical Digital , a digital marketing agency based out of New York, New York: If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. Creating the Stage Two Customer Journey.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Many companies collect a steady stream of customer data. Case Study: Using VoC Data to Save the Customer Relationship.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

ClearAction

DECEMBER 11, 2018

Marketing’s Role in the Customer Experience Journey Lynn Hunsaker. Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. It short-changes marketing’s impact.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

BirdEye

NOVEMBER 20, 2020

That said, it’s important to realize that with customer feedback being accumulated from so many disparate sources – from surveys, from social listening, reviews, email, chat and so on – it’s only natural that many companies struggle to keep up with understanding customer sentiment at scale. Case study: David’s Bridal.

Contact Center 105

Contact Center NPS Case Study Comparison 105

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Thematic

FEBRUARY 2, 2025

In 2023, the global text analytics market was valued at $15.54 Because businesses are producing massive volumes of text data—from customer reviews and social media to emails and surveys. Are you looking to uncover insights to improve your voice of customers for product operations ? billion by 2030.

Analytics 62

Analytics Tools Case Study How To 62

Customer Bliss

JUNE 22, 2018

So, here’s what’s going on; in all of these business disciplines, customer experience included, as we get more and more deeply into it, it becomes more about the mechanics. Voice of customer, survey, journey mapping, etc. Voice of customer, survey, journey mapping, etc. There’s 32 case studies.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120

Wootric CX Blog

MAY 12, 2020

Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. You’ve seen a few case studies claiming it’s the only number you need to measure. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Source: Rand Fishkin.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

ShepHyken

MAY 9, 2023

Tailor your surveys with each customer’s experience in mind. Use their feedback for marketing purposes, testimonials, and case studies. Plus, Shep and Evan discuss how to maximize customer participation in the age of survey fatigue. Ask them how they think their customers could be better served.

Net Promoter Score 62

Net Promoter Score NPS Case Study Roadmap 62

SurveySparrow

MARCH 9, 2024

Gartner has found out that listening to the voice of customers can increase upselling and cross-selling by 15-20%. At the same time, the report also discusses how the customer retention expenditure can be reduced by 25% as well. It is widely known that catering to customer needs makes a business.

Tools 52

Tools Voice of Customer Touchpoint Social Media 52

Doing CX Right

MARCH 1, 2024

Do You Want To Change Your Pricing Model Without Jeopardizing Customer Loyalty? Read and Apply Strategies Based On Case Study That Resulted In Consumer Backlash. The post Ensuring Customer Loyalty Amid Price Changes: Lessons from Wendy’s Public Backlash appeared first on Doing CX Right.

Loyalty 59

Loyalty Case Study Study Consumers 59

Wootric CX Blog

SEPTEMBER 13, 2018

For those of you considering text and sentiment analytics, you’ve probably already got a customer experience strategy and a Voice of Customer listening system. You’ve got a C-suite sponsor and they’ve been fostering a customer-centric culture across the whole company with NPS as the guiding star.

Analytics 81

Analytics Tips ROI NPS 81

Solvvy

JULY 10, 2018

When companies think about customer growth, they immediately think about the sales and marketing teams, then product. But what about customer support? Many companies often overlook the role of customer support in driving revenue. Listening to the Voice of Customers. We’ve all heard it before: Silos are bad.

Sports 48

Sports Case Study Roadmap Voice of Customer 48

Totango

DECEMBER 10, 2019

Is there a way to help marketing segment customers for case studies or reference testimonials? By helping teams do their jobs more effectively, you can better support every stage of the customer journey, which quickly improves retention. How can you help the sales team increase the number of licenses or upsells?

Customer Retention 65

Customer Retention B2B How To Trends 65

CX Workout - Ideas Blog

NOVEMBER 17, 2020

To respond to that lack of insight, many companies develop a business case, propose a budget, and bring in an expensive CX market research agency or consultant firm. A Typical Case Study. . Not likely. Then the agency develops a survey that layers on pages of questions designed to provide a detailed driver analysis.

NPS 76

NPS Analysis Poor Customer Service Case Study 76

CustomerSuccessBox

NOVEMBER 16, 2021

How to anticipate most of the customer needs? Avoiding difficult customer conversations in the first place? Outreach is a marketing tactic at its core. However, you can utilize this concept to help your customer-facing team find out solutions to their problems. What is Customer Outreach? Why is it important?

Customer Success 52

Customer Success Management Case Study Rewards Programs 52

Totango

JULY 24, 2020

The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback. The goal is to help your customers realize their full potential by giving them the right solutions and guidance to succeed.

B2B 63

B2B Strategy Customer Success Customer Centricity 63

Thematic

SEPTEMBER 15, 2024

Market Research Medallia's market experience cloud features pre-built survey templates for gathering quick insights and in-house experts for customized research. The following two Medallia alternatives have similar features that help manage customer experience data, employee engagement, and text and speech analytics.

Contact Center 62

Contact Center Analysis Feedback Analytics 62

Totango

FEBRUARY 5, 2021

So how do you do build the business case for customer success? Just as you need to understand your customers to market to them effectively, you need to know what your executives’ top priorities are in order to better communicate with them. Determining Your Customer Success Presentation’s Focus.

Customer Success 73

Customer Success How To Net Promoter Score Financial 73

Waypoint Group

DECEMBER 15, 2015

We love our customers and we love it even more when they are successful using the tools and knowledge we’ve given them! It’s with great pleasure that we share our latest case study, starring Humanity : global workforce management and beautifully simple scheduling software. appeared first on Waypoint Group.

B2B 40

B2B Feedback Case Study ROI 40

Totango

OCTOBER 13, 2020

Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers. Customers who become advocates stimulate enterprise growth and drive value. In a marketing sense, you get to create both the conditions for a positive peer review and the means to deliver it.

Strategy 63

Strategy Effort Score B2B Customer Success 63

Totango

JUNE 23, 2020

There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Regularly Survey Customers.

Net Promoter Score 62

Net Promoter Score NPS Effort Score How To 62

Kapta Customer Success

MARCH 6, 2019

With better insight into the customers that want to use your products and services you can start adjusting your marketing strategies to attract more qualified leads while even improving the product for the future to gear it towards a specific type of client. How often are your customers using your product? The Bottom Line.

Customer Success 53

Customer Success Strategy Management Customers 53

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. The CSMs who build the strongest relationships with customers are the ones who end up getting asked the most.

Customer Success 59

Customer Success Company Management Roadmap 59

ERDM

JANUARY 22, 2019

Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* To achieve such engagement excellence, marketers must fundamentally change their thinking. The highest-ranking answer? ‘No

Customer Experience 53

Customer Experience Video Sales B2C 53

Waypoint Group

DECEMBER 3, 2015

But, because a B2B customer is comprised of a group of people, the rules have to change to accommodate more players. Market research style surveys will no longer suffice to provide the info needed to understand customer success. Marketing and Sales messaging might promise something different than reality.

B2B 40

B2B B2C ROI Analysis 40

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* To achieve such engagement excellence, marketers must fundamentally change their thinking.

Customer Experience 49

Customer Experience Video Sales B2C 49

SurveySensum

AUGUST 30, 2024

This shows that going the extra mile to create a seamless, hassle-free, and memorable experience for your customers can significantly impact your revenue growth and also give you an edge in this competitive market.

Customer Experience Management 52

Customer Experience Management Financial Self Service Strategy 52

Waypoint Group

DECEMBER 3, 2015

But, because a B2B customer is comprised of a group of people, the rules have to change to accommodate more players. Market research style surveys will not provide the info needed to understand is an account is successful. Marketing and Sales messaging might promise something different than reality.

B2B 40

B2B Customer Experience B2C Analysis 40

Thematic

MARCH 13, 2023

But by the 10th time, I was annoyed that they are pushing this new product to me even though there are much more mature products in the market. For me, the product launches themselves were interesting, even if it was hard to know what was marketing and what was real. Qualtrics, like Thematic, make Voice of Customer software.

Entertainment 62

Entertainment Conference Advertising Airlines 62

SmartKarrot

JANUARY 6, 2023

Ensure robust connectivity between cross-functional experts as it pertains to customer support and ensuring the best possible analytical outcomes. Monitor rapidly evolving needs of the market to both iterate support deliverables to meet customer needs and advise the company on requirements shifting requirements.

Customer Success 19

Customer Success Case Study Knowledge Base Training 19

SmartKarrot

APRIL 18, 2022

Before you put in a lot of effort in developing features for your software, which incidentally takes a lot of time and effort – something that is worth its weight in gold in a highly competitive market, a recommended best practice is to put in the effort initially to understanding the needs of the customer. Illustrative case study.

Customer Success 10

Customer Success Survey Software Voice of Customer 10