Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. With a track record of working at tech giants like Microsoft and Nokia, he offers top-notch advice to boost response rates while generating deeper insights from survey responses. Avoid bias and priming.

Survey 394

Survey Metrics NPS Effort Score 394

Lumoa

FEBRUARY 9, 2023

At the same time, it is also what most companies are missing. This ensures that there is a shared understanding of what matters and the company can shift from rumors and opinions to fact-based decision-making. Customer Connectedness: Customer insights are infused across the organization. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. After all, if you know what your audience wants before they do – you’ll be miles ahead!

Analysis 208

Analysis Survey Feedback How To 208

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. And if you want to become a real change-maker in your organization, you need to learn how to extract insights from customer feedback. An organization that can act on feedback.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. What matters is why the score is as it is. blog linkedin twitter Why? "I blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

Customer Bliss

NOVEMBER 18, 2020

The famous poet Maya Angelou wrote, “People will forget what you said and what you did, but people will never forget how you made them feel.” How do you measure a feeling? Measurements are important. He also has written more than 700 columns for many business journals, magazines, and top blogs.

Metrics 288

Metrics Customer Centricity Innovation Measurement 288

Lumoa

APRIL 21, 2022

It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. What will your answer be? That’s all very nice and as CEO that’s what you’ll be expected to say, and what you’ll want your people to hear. You have data.

How To 208

How To Self Service Banking Customer Satisfaction 208

Lumoa

APRIL 7, 2022

A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. We wrote a step-by-step guide that explains what NPS is and exactly how you can work your NPS out. We wrote a step-by-step guide that explains what NPS is and exactly how you can work your NPS out.

NPS 208

NPS Net Promoter Score Industry How To 208

GetFeedback

DECEMBER 26, 2018

Research shows that 45% of brand perception can be attributed to what a company says and how it says it. Your customers matter, and so do their opinions. That’s why it’s important to introduce additional measurement tools that reduce bias. If you really want to know what people think of you, start by listening up.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

ShepHyken

JULY 26, 2019

The following post sums up a little bit in the details of what and how when it comes to customer experience strategies. The following post sums up a little bit in the details of what and how when it comes to customer experience strategies. What is a Customer Experience Strategy? Having a deep understanding of their needs.

Software 113

Software Strategy Company Customer Experience 113

Totango

FEBRUARY 23, 2024

What do these four pairs have in common? From the key responsibilities of each role to activating and deploying the flywheel to the most important metrics to measure, Karen discusses all the hottest topics about this compelling collaboration. Bitter tech rivals put aside their differences to create world-changing innovations.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

Lumoa

JANUARY 19, 2023

What does the company want to achieve? What’s more, it will help you build a link between your CX team goals and the broader company goals. A customer journey map provides a detailed visual representation of how your customer moves through each interaction with your brand and what experiences they have.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

FEBRUARY 28, 2023

No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Or, you can improve your onboarding experience, but if your marketing copy makes false claims about what your product can do, you’re in trouble. Your customers are sharing their experiences online.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

BirdEye

DECEMBER 5, 2023

In this blog, we will explore the world of reputation management for businesses. Table of contents What is business reputation management? Why online business reputation matters Online business reputation matters because it’s a major deciding factor for customers in the digital age.

Brands 110

Brands Management Social Media Analytics 110

Vonage

SEPTEMBER 15, 2017

People take more notice of what leaders do rather than say, so engage leaders in ways that are visible to the organisation. Customer insight: Start with customer insight gathered from your most important target customers – uncover the functional and emotional factors that drive retention and word of mouth referral.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Feedbackly

SEPTEMBER 22, 2023

They can help you understand how well you cater to customer expectations and what to focus on to do better. Define Clear Objectives Start by identifying what you intend to measure in line with your business goals. Then, metrics like conversion rate, cart abandonment rate, and customer lifetime value (CLV) matter.

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

Lumoa

FEBRUARY 2, 2023

We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. In This Article: What is Customer Experience and Why Is it Important? What’s the Difference Between Customer Experience and Customer Service? Let’s get started.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Measurement 166

Measurement Customer Experience Net Promoter Score Effort Score 166

BirdEye

AUGUST 28, 2023

That’s what social media reach gives you. Measure the success of your social posts and gather insights about the demographics and interests of your followers. Discover why social reach matters and learn how to track and optimize it to boost your social media growth in this blog.

Social Media 98

Social Media Metrics Measurement Multi-Channel 98

ShepHyken

APRIL 19, 2019

One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. Taking a “less is more” approach to how you collect feedback can help you gain accurate and powerful customer insights. The Power of One Question. Whether that means identifying.

Survey 101

Survey Feedback Retail Consumers 101

ChurnZero

DECEMBER 29, 2020

Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Top 10 Blog Posts from 2020. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. 2020 was a real mixed bag of emotions. And Other Noteworthy News.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Brandwatch CX

NOVEMBER 8, 2023

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 98

Social Media Tools Analysis Metrics 98

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Gain Expert Insights on Conversational Automation.

Average Handle Time 130

Average Handle Time Return on Investment e-support Analytics 130

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. This vision entails having clear goals.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. This vision entails having clear goals.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. What questions do you include to not only garner responses but also drive your business forward? These invaluable insights can steer the course of your products/services to align closely with what truly matters to your customers.

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

ShepHyken

JULY 5, 2019

Additionally, if you ever wondered how people use your site, you can track what site visitors are searching for – providing you a better picture of what’s missing. There is always a way to be witty, responsible, and true to your brand’s voice, no matter the severity of the situation. Offer a self-service solution.

Communication 120

Communication Self Service Social Media Knowledge Base 120

SurveySensum

JANUARY 30, 2024

That got me thinking – what interview questions really help identify a great CX professional? This blog will not only provide CX interview questions that delve into the candidate’s understanding of CX but also help you select the ideal candidate for your company. Let’s get started!

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Feedback 52

Customer Bliss

AUGUST 28, 2020

So not just what we’re doing, but how we’re doing it. So we spent a large part of that time really trying to figure out what could be a simpler way of working. Here’s what we need to accomplish together. We looked really deep in and said, What do our customers need right now? Or can I sell it to them?

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

QuestionPro Audience

JULY 21, 2022

Implementing an insight community has recently become the most widely used research method. A recent study indicated that 74% of organizations employ some Insight Community to gather actionable insights from their target audience. One of them is the Online Insights Communities. What is an insight community?

Data 195

Data How To Advertising Study 195

Brandwatch CX

JUNE 15, 2022

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 144

Social Media Tools Analysis Metrics 144

BirdEye

JANUARY 12, 2024

In this blog, you’ll learn what hyperlocal social media marketing is, why it’s so beneficial, and how to craft a hyperlocal social marketing strategy. Table of contents What is hyperlocal social media marketing? Tools like Facebook Insights can provide valuable data about the people engaging with your page.

Social Media 109

Social Media Marketing Advertising Trends 109

Retently

JULY 28, 2023

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – to both make sure everything is going as it should and that the majority of the C-level can focus on other matters. What Is a CXO? What Does a CXO Do?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. Blogs for Product Managers. Here’s What We Learned. Want to get right to the good stuff?

Resources 80

Resources Management Conference Groups 80

ShepHyken

DECEMBER 15, 2017

As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken. This is a common gap, or an oversight by many organizations, of how each can work in harmony to benefit and grow business by providing a much deeper insight.

Employee Engagement 119

Employee Engagement Customer Centricity Feedback Analytics 119

ClientSuccess

SEPTEMBER 7, 2022

What is Average Session Duration. Average Session Duration measures the average amount of time users spend on your website or product in a single session. This data is available through Google Analytics and is especially common in industries such as eCommerce, content and blogs, and other web-based services.

Company 89

Company Ecommerce Metrics eBook 89