Comm100

APRIL 2, 2024

CSAT measures customer satisfaction with a product, service, or a specific interaction. Improving CSAT score is not just about boosting a number; it’s about enhancing the customer experience. This means making feedback opportunities easily accessible across various platforms, including social media, email, and direct surveys.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

SurveySparrow

MARCH 24, 2024

In the fast-paced world of business, customer feedback plays a vital role in shaping and improving products, services, and overall customer experience. To effectively gather and utilize customer feedback, companies rely on specialized tools and platforms.

Tools 52

Tools Feedback Multi-Channel Analysis 52

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Final Thoughts Why is Customer Conversational Analytics Important?

Analytics 208

Analytics How To Analysis Feedback 208

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Final Thoughts Why are Customer Conversations Important?

How To 208

How To Analysis Feedback Innovation 208

Thematic

DECEMBER 12, 2023

Qualitative feedback refers to insights gathered through open-ended responses, comments and opinions. This type of feedback provides a more nuanced understanding of customer experiences and needs. Qualitative feedback is important in understanding customer needs. What are the types of Qualitative Feedback?

Analysis 62

Analysis Examples Feedback Social Media 62

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Hootsuite’s social listening tools help your team avoid delays in responding to customers, regardless of where they choose to engage with your business.

Social Media 295

Social Media Brands Management Analytics 295

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback.

Analytics 295

Analytics Data Customer Experience Social Media 295

Thematic

SEPTEMBER 1, 2021

Wouldn’t it be awesome if you could automatically analyze your support conversations to gain deep, actionable insights? With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. Read on to learn how to use our powerful analytics for deeper customer insights.

Customer Insights 114

Customer Insights How To Analysis Analytics 114

Zonka Feedback

DECEMBER 26, 2023

The future of surveys is here, powered by AI! In the ever-evolving landscape of data collection and analysis, Artificial Intelligence (AI) has emerged as a game-changer for survey tools. These innovative technologies are reshaping the way we gather and interpret information, providing unprecedented insights and efficiency.

Feedback 52

Feedback Tools Survey Analysis 52

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

SurveySparrow

DECEMBER 23, 2023

Have you ever thought about how many people actually like taking surveys at the kiosks in public? And this number is growing as businesses realize it’s a great way to get quick, direct feedback. Psst…Did you know that people tend to be more honest with kiosk surveys? So… What is a Kiosk Survey?

Survey 52

Survey Feedback Sports Touchpoint 52

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.

Analysis 208

Analysis Social Media Trends Feedback 208

Thematic

OCTOBER 3, 2022

It's easy to acknowledge the immense value of customer feedback. But it can be really challenging to analyze and best utilize your feedback, especially if you're dealing with large volumes of data. Here's where feedback analytics software is your friend. Five reasons to invest in feedback analytics 1.

Analytics 71

Analytics Feedback Analysis Social Media 71

Lumoa

SEPTEMBER 8, 2021

Sharpening your customer experience skills will help you stay ahead of your competitors. The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings. 6 Customer Experience Skills That You Should Know About 1.

Customer Experience Management 208

Customer Experience Management CEM Customer Experience Management 208

Kerry Bodine

MAY 3, 2019

We talked about a wide range of customer experience topics, but my favorite point in the conversation was getting to ask Rob a question that’s been in the back of my mind since I first heard about NPS some dozen plus years ago: Why the 11-point scale? To get the full picture, you also need to understand actual customer behavior.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

We talked about a wide range of customer experience topics, but my favorite point in the conversation was getting to ask Rob a question that’s been in the back of my mind since I first heard about NPS some dozen plus years ago: Why the 11-point scale? To get the full picture, you also need to understand actual customer behavior.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Alida

NOVEMBER 1, 2018

If someone asks if you like vanilla, chocolate or strawberry ice cream best – and your answer is that you don’t like any of those because you’re lactose-intolerant – you can immediately see how limiting survey questions without opportunities for open-ended feedback are. Consider another circumstance.

Feedback 147

Feedback Exercises Analysis Effort Score 147

SurveySensum

SEPTEMBER 25, 2023

Businesses of all sizes are using videos to reach their target audience, build relationships with customers, and drive sales. The answer is simple: listen to your customers. Customer feedback is the key to creating video content that resonates with your audience and achieves your marketing goals.

ROI 52

ROI Video Feedback Marketing 52

InMoment XI

NOVEMBER 15, 2023

Customer Satisfaction (CSAT) Customer Satisfaction (CSAT) is a metric designed to measure the satisfaction level of customers regarding a specific interaction or experience. Typically, it involves a survey question asking customers to rate their satisfaction on a scale.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Kustomer

AUGUST 4, 2023

This is a guest post by Lindsay Willott , CEO of Customer Thermometer. Of the 1,000 “connections” you have across social channels or languishing in your contact list, how many do you know well enough to pick up your last conversation where it left off? No big surveys or elaborate forms. Not many, if you’re anything like me.

Feedback 52

Feedback Insurance Omni-Channel Travel 52

Lumoa

OCTOBER 31, 2021

Forsta offers scalable Voice of the Customer (VoC), Voice of the Employee (VoE), and survey options, from quick polls to advanced data collection, that fuel actionable insights in real-time. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

Analytics 208

Analytics Touchpoint Customer Centricity Feedback 208

Thematic

SEPTEMBER 12, 2021

Through comments in customer feedback surveys, social media conversations, call center dialogue, etc., your customers are often telling you how they feel about specific features, customer service quality, user experience, and more. Feedback analytics is a deeper form of text analytics.

Metrics 117

Metrics Analytics Feedback Effort Score 117

Comm100

APRIL 10, 2024

Delivers training and onboarding assistance to new customer service agents. The role of AI in anticipating the needs of the customer Analyzing data to provide accurate predictions is arguably the primary use of artificial intelligence. Using these insights, businesses can make the necessary changes to improve their service offering.

Customer Service 212

Customer Service Chatbots Analytics Customers 212

delighted

DECEMBER 8, 2021

Put your Delighted customer experience program on autopilot with 6 new integrations, all geared towards automating key aspects of the experience management process. These free integrations help you send surveys at just the right moment and get richer customer insights for your team, freeing you up to take action.

Feedback 77

Feedback Survey Omni-Channel Touchpoint 77

InMoment XI

NOVEMBER 20, 2023

It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers. It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

SurveySensum

AUGUST 22, 2023

A SaaS company receives a suggestion from a customer about simplifying the user interface. They take this feedback to heart, make the necessary adjustments, and boom—user engagement shoots up by 30%. This isn’t just luck; it’s the outcome of a strategic approach to customer feedback. Not only that.

Feedback 52

Feedback Strategy Net Promoter Score B2B 52

delighted

APRIL 27, 2021

For many product managers, customer feedback is the key to making a product successful. This is why carefully structuring and selecting the product survey questions you ask your customers is so important. Product survey best practices. These surveys should be carefully crafted without any leading questions.

Feedback 98

Feedback Survey Management Net Promoter Score 98

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. But they’re only one small piece of the customer experience data puzzle. Think about it.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Happy or Not

JULY 4, 2023

Through customer feedback surveys, online surveys, or even direct customer interactions, businesses can gather valuable information about customers, what improvements they desire, and what may be causing dissatisfaction.

Feedback 36

Feedback Customer Satisfaction Trends Customer Retention 36

SurveySparrow

JUNE 23, 2023

Hello there, fellow customer-centric enthusiasts! Today, we’re diving deep into the world of customer feedback. More specifically, we’re exploring the voice of customer methodologies. These techniques help us understand what our customers truly want and need. What is the Voice of the Customer (VoC)?

Voice of Customer 52

Voice of Customer Feedback Net Promoter Score Social Media 52

SurveySensum

FEBRUARY 24, 2022

10 Best Customer Feedback Tools leading in 2022. Customer feedback plays an important role in enhancing your services and products, improving growth, and serving an all-around excellent user experience. . Customer feedback tools make this process easier and way more effective. . Introduction. SurveySensum.

Tools 52

Tools Feedback Multi-Channel NPS 52

CSM Magazine

FEBRUARY 10, 2023

Learning how to leverage customer feedback and and interpret it in meaningful ways is essential for any business that wants to succeed. Here are some ways organizations can use customer feedback to delight their customers.

Feedback 52

Feedback Company Social Media Analytics 52

ECXO

OCTOBER 5, 2023

Customer Surveys are Dead! The European Customer Experience Organization the ECXO.org is delighted to introduce our upcoming event: – ”Customer Surveys are Dead!” Engage in meaningful conversations within the premier open-access CX Professional Business Network.

Survey 126

Survey Net Promoter Score NPS Exercises 126

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

SurveySensum

JULY 20, 2023

Imagine if the next customer didn’t bother with entering the code manually and left the store feeling disappointed. If the store had sent me a survey right after my visit, inquiring about my shopping experience, I would have gladly highlighted the QR scan issue. H&M would literally lose some business. But how could they know?

Retail 52

Retail Feedback How To Self Service 52

Thematic

APRIL 3, 2024

You’re not face-to-face with these customers, so you need a way to understand what’s happening. Voice of the Customer (VoC) is your weapon for protecting your loyal customers. By using their feedback to improve customer experience for all. 77% of customers prefer brands that listen to them.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Happy or Not

DECEMBER 7, 2023

To succeed, you need valuable insights that go beyond the usual customer feedback. That’s where non-buyer customer feedback comes into play. For most companies, customer insights are a goldmine waiting to be tapped.

Feedback 36

Feedback How To Social Media Multi-Channel 36