InMoment XI

JULY 20, 2023

We are all inundated by articles and webinars that start with “How to Use ChatGPT to…” I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. But here is what stands out to me as a glaring absence. Who are we hoping to learn from?

Survey 379

Survey Customer Experience Customers Data 379

InMoment XI

JUNE 27, 2023

These days, understanding your customers isn’t a “nice thing to do”; it’s an absolute necessity. What Is a Voice of the Customer Survey? At its core, a voice of the customer (VoC) surveys captures customers’ expectations, preferences, and aversions toward products, services, or your company in general.

Survey 390

Survey Customer Satisfaction Touchpoint Feedback 390

InMoment XI

MARCH 14, 2023

That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. What role does Experience Improvement play here, and how? Still, we’ve seen the pervasiveness of electronics, and everything we use—from work to play—is packed with technology to make our lives easier.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

InMoment XI

AUGUST 18, 2022

To help our customers to do just that, we leverage a philosophy we like to call the “Continuous Improvement Framework.”. To reach the goal of a truly effective, ROI-focused CX program, we cycle our customers through our five step framework. So what should you focus on when designing your program?

ROI 557

ROI Customer Experience Effort Score Financial 557

Customer Bliss

NOVEMBER 18, 2020

We even have metrics that calculate the arithmetic of effort. We focus on speed and accuracy of service with yardsticks hardwired to the science of the business. 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.”

Metrics 288

Metrics Customer Centricity Innovation Measurement 288

TechSee

JULY 24, 2023

However, what if hold time could be turned into a positive thing? What if hold time could be used to improve the customer experience and even help to resolve issues more quickly? We would be happy to discuss your specific needs and help you to get started.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time CRM 109

Customer Bliss

JANUARY 17, 2020

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And how did you make me feel as a result of doing that?

Chief Customer Officer 327

Chief Customer Officer Banking ROI Financial 327

Kustomer

MARCH 28, 2024

Today, we’re thrilled to share with you a milestone in our journey: the unveiling of our new Kustomer logo. This isn’t just a redesign; it’s a reimagining of what our brand stands for, reflecting our unwavering dedication to transforming customer experiences. But how do we visualize such profound concepts?

Exceptional Customer Service 95

Exceptional Customer Service Innovation Connections Interaction 95

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? This is what businesses need to survive in today’s environment. What was the goal of the project? What’s important?

Sales 89

Sales Customer Success Customers Communication 89

Storyminers

JULY 7, 2020

Most days, you do a little bit of all those things in some of the unexpected which always seems to appear. What are your top day-to-day challenges? What unique strategies do you use to tackle these challenges? What your secret to your success as a professional speaker? Are you listening?

Retail 223

Retail Resources Banking Trends 223

ECXO

APRIL 24, 2024

To understand them, we must consider the unique and specific context of enterprise software, which differs significantly from consumer software in terms of user expectations, purchase processes, and implementation scale. When we make decisions, we use mental models that are essentially internal representations of our understanding of reality.

ROI 106

ROI Software B2B System 106

West Monroe

APRIL 17, 2024

Many also do so during employee onboarding. Many companies lack a clear understanding of what “culture” even means. We view culture as a set of aspirational behaviors that drive work in an optimal way. We’ve identified nine critical drivers for enabling the culture to influence business outcomes.

Leadership 59

Leadership Culture Competitive Advantage Study 59

Zonka Feedback

FEBRUARY 16, 2023

We live in an age where we cannot live without the Internet, but ever so often, it happens that we're in an area of bad connectivity, or the WiFi doesn't work, and your page doesn't load. What do you do?

Survey 98

Survey Feedback Connections Tools 98

Maru Group

APRIL 17, 2023

By Todd Trautz and Brent Snider Maru/Matchbox | April 2023 Do you know how your consumers emotionally connect to your brand? Are you bluntly capturing affinity or brand love as a metric in your tracker with no idea how to use it to your business advantage? The brand is a mental shortcut that directs actual behavior.

Measurement 74

Measurement Exercises Roadmap Consumers 74

Maru Group

APRIL 6, 2023

You might ask yourself, now what? It’s not your tracker; it’s what you’re measuring. However, to do so effectively, it is critical to capture why the consumers choose your brand. What do consumers, in a fast, implicit, and associative manner, believe the brand functionally or rationally delivers? (The

Measurement 58

Measurement Metrics Exercises Consumers 58

Beyond Philosophy

JANUARY 4, 2024

I appreciate the opportunity to look back upon what has happened and what I learned from it. We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. Learning #2: We are in danger of allowing history to repeat itself.

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97

delighted

APRIL 1, 2024

Without evidence of what worked and what didn’t at your event, it’s much more difficult to plan future events that your stakeholders want to attend. Even negative feedback can alert you to what needs to change in order to make your events more successful. In this post, we’ll cover: What is a post-event survey?

Survey 100

Survey Feedback Conference Net Promoter Score 100

Clarivate

AUGUST 16, 2023

With 22 years of experience in the intellectual property industry, Ed White is devoted to helping people capture the right insights from the world’s patent data. What is the origin story of Derwent World Patents Index (DWPI)? We emphasize “Index” in the name Derwent World Patent Index, but we don’t mention the word “abstract”.

Exercises 97

Exercises Innovation Analysis Government 97

SurveySparrow

MARCH 28, 2024

But what exactly are they? And how do you effectively embed one into a website? What is an On Site Survey? They pop up based on what users do on the site, capturing thoughts right then and there! But don’t worry, I’ll also tell you how to do that. First, we will start with the process.

Survey 52

Survey How To Feedback User Experience 52

Think Customers

MAY 1, 2024

To understand them, we must consider the unique and specific context of enterprise software, which differs significantly from consumer software in terms of user expectations, purchase processes, and implementation scale. When we make decisions, we use mental models that are essentially internal representations of our understanding of reality.

ROI 52

ROI Software B2B System 52

Happy or Not

MARCH 5, 2024

In this article, we’ll explore the unique strengths of HappyOrNot feedback solutions, explain how to setup a survey kiosk, and help you choose the right fit for your business needs. Picture an iPad or Android tablet transformed into a feedback hub, capturing responses instantly, even offline. What’s an online survey?

Survey 36

Survey How To Feedback Customer Satisfaction 36

AWS Machine Learning

APRIL 18, 2024

Then there are the times that others are talking in a language that’s not your first language, and you’d love to have a live translation of what people are saying to make sure you understand correctly. In this post, we show you how to use LMA with Amazon Transcribe , Amazon Bedrock , and Knowledge Bases for Amazon Bedrock.

Knowledge Base 110

Knowledge Base Meeting Resources Analytics 110

Retently

MARCH 20, 2024

What can the CATI survey do for your research? Let’s explore what they entail. On the other end of the line, the responders are the source of the valuable insights that CATI surveys aim to capture. Real-time data capture allows for immediate verification and clarification of responses, further improving data integrity.

Survey 78

Survey Data Analysis Software 78

BirdEye

MARCH 5, 2024

Following this, when Birdeye conducted a survey, we found an interesting fact: 81% of businesses manage social media at the corporate level. Table of contents What is social media monitoring? Our customers, their stories: "We totally depend on Birdeye's Social media calendar. How often should we receive notifications?

Social Media 58

Social Media Multi-Channel Trends Tips 58

Retently

MARCH 11, 2024

Key Takeaways Post-event surveys are key to capturing attendee experience, gauging event success, and informing future event planning by offering insights into what aspects of the event were successful and what areas could be improved. They capture their joys, frustrations, and valuable insights.

Survey 119

Survey Analysis Feedback Effort Score 119

Beyond Philosophy

APRIL 19, 2019

Technology can analyze people’s facial expressions and determine what emotion they feel. This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. Facial expression analysis determines the emotions felt based on how the face it has captured looks.

Analysis 114

Analysis Technology Consulting Study 114

Gainsight

MARCH 8, 2022

Our Evolve event proved once again that developing bold features with better results in mind is exactly what keeps Gainsight customers inspired to reach their biggest goals. . When we thought about the most important idea we wanted to leave people with after Evolve, the word we kept returning to was growth.

NPS 98

NPS Effort Score Leadership Sales 98

SurveyGizmo

MARCH 12, 2021

How do you transfer several weeks or months of conversations in one meeting? It’s so frustrating to feel you have already told a company what you want and need, and they don’t seem to remember,” says Susan McGovern, Vice President of Customer Value and Enablement at Alchemer. Especially if all those notes aren’t documented in your CRM?

Sales 98

Sales CRM Customer Engagement Customer Centricity 98

Thematic

APRIL 17, 2024

We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. What is Customer Experience Analytics? Determine what you have and organize the data so you can use it. But what are the key differences?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. What is Customer Experience Analytics? Determine what you have and organize the data so you can use it. But what are the key differences?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. What is Customer Experience Analytics? Determine what you have and organize the data so you can use it. But what are the key differences?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Clarivate

APRIL 14, 2024

For this reason, we at the Institute for Scientific Information (ISI) TM have been investigating just these topics for much of the past few decades. As a result, he was given access to the ‘resources of the city’ – a city that made other military uses of his innovative research, although we weren’t there to check those metrics.

Government 59

Government Policies Report Culture 59

Retently

APRIL 18, 2024

Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. To summarize the key benefits, consider: Immediate Feedback: Captures real-time sentiments that reflect the current customer experience.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

Oracle

OCTOBER 15, 2018

So how do you create more of the positive experiences and memories that last? Getting under the skin of customers and finding out what drives them, what they want, what makes them happy and what makes them sad underpins any marketing strategy. Step 2: Capture data in minute detail and at scale.

Data 190

Data Analytics Touchpoint Consumers 190

NetBase

AUGUST 27, 2020

Retailers are always on the lookout for a way to connect with consumers, and what better way than capturing their exact verbatims about your brand? In this article we will cover vital information on: Why brands’ searching isn’t always enough and how filters can help pull specific information you’re looking for. as of June 20.

Retail 98

Retail Consumers Social Media Apparel 98

SurveySensum

MARCH 25, 2024

Now, that is what I call good news! In today’s hyper-competitive digital landscape, capturing and retaining the attention of your website visitors is more crucial than ever. Now, let’s begin with understanding what are exit intent pop-ups and why are they important. What are Exit Intent Popups? Let’s find out.

Examples 52

Examples eBook Survey User Experience 52

SurveySparrow

JULY 27, 2023

Imagine this: You have a business, and you want to truly understand what your customers need, expect, and prefer. What do you think you must do first? It’s all about capturing and analyzing insights to gain a competitive edge and enhance customer satisfaction.

Social Media 52

Social Media Net Promoter Score Customer Centricity Customer Voice 52