Comm100

MARCH 2, 2022

These findings are worrying for organizations across the board, especially those who appear to be investing heavily in the tools to deliver excellent CX and are failing to keep pace with their customer’s expectations. Listening to your customers and understanding why they buy from you can produce some very counter-intuitive insights.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score.

Analytics 304

Analytics NPS Financial Analysis 304

ProProfs Chat

DECEMBER 23, 2019

Like in ProProfs Chat, not only do you get to initiate a chat with your website visitors but also take their feedback at the end of the chat through a post-chat survey form. ProProfs Live Chat also helps your operators understand the customer pain-points and improve response time to make sure that no customer feels left out.

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

InteractionMetrics

JULY 22, 2016

Customer interviews are particularly valuable because they capture the true voice of the customer and highlight the nuances of specific customer situations. Using complementary methods vets the validity of your survey and helps expand your customer insights. References. Fleming, John K., Curt Coffman, and James K.

Survey 40

Survey Tips Metrics Touchpoint 40

Martin Hill-Wilson

MAY 27, 2015

The rest has to be primary research, which by the way should be considered an ongoing feedback loop until the digital wheel stops spinning and settles down. It’s all useful if you remember the golden rule of customer insight. From six in ten in 2005 to almost nine in ten today. The ABC of Digital Profiling.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

Thematic

SEPTEMBER 6, 2018

To make NPS a success you need to ensure everyone across the organisation has access to customer feedback. And crucially that your business implements processes to address customer feedback, and continually close the loop with your customers to let them know how you have implemented their feedback.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54