Brandwatch CX

FEBRUARY 23, 2024

But what about those B2B companies that sell their services to other businesses? What about companies that, though hugely successful and large, don’t get talked about much online, and perhaps have a lower number of customers? When these companies enter the social listening space, they are faced with many different challenges.

B2B 59

B2B Brands Social Media Wireless 59

Daniel Group

SEPTEMBER 23, 2021

Edward Craner, SVP of Strategy and Marketing, HOLT CAT , shares how they have transformed their company with feedback over the past 13 years. Peter and Corinna run the company. They are fantastic young people who have brought a lot of innovation and energy into the industry and into our company. Edward, thank you.

Net Promoter Score 98

Net Promoter Score Social Media Feedback Groups 98

Clarabridge

DECEMBER 7, 2016

Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. A feedback loop is essential. Rogers : Sure.

Feedback 81

Feedback Survey Case Study Analytics 81

Brandwatch CX

FEBRUARY 23, 2024

But what about those B2B companies that sell their services to other businesses? What about companies that, though hugely successful and large, don’t get talked about much online, and perhaps have a lower number of customers? When these companies enter the social listening space, they are faced with many different challenges.

B2B 52

B2B Brands Social Media Wireless 52

ijgolding

FEBRUARY 5, 2018

As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Linden founded a company in 1988 that was aimed at developing the marketing discipline. Tell me a little about your background? What happened next?

Culture 264

Culture Measurement Customer Centricity Hotels 264

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Others are less “optimistic,” saying that companies stand to lose up to $1.6 However, making sure customer experience is handled the right way throughout your entire organization can be tricky – especially if you have a large company with multiple departments and branches.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

GetFeedback

OCTOBER 21, 2019

At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. Optimize the customer experience based on feedback.

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

Lumoa

JUNE 14, 2023

Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty. Everyone from customers to investors and stakeholders will be wary of associating with a company that can’t seem to get its customer experience right.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Gainsight

NOVEMBER 1, 2022

If you’re my age (or older), you probably remember exactly where you were and how you felt when the last Great Recession hit in 2008. And while the economic and geopolitical uncertainty doesn’t look like it’s going away anytime soon, I’m making a bold prediction about the future of SaaS: 2022 will not be a repeat of 2008.

B2B 52

B2B B2C Software Customer Success 52

Clarabridge

DECEMBER 7, 2016

Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. A feedback loop is essential. Rogers : Sure.

Feedback 40

Feedback Survey Case Study Analytics 40

CustomerGauge

MARCH 31, 2017

In the past, many companies have employed a “heritage Net Promoter” model. This model provides steps for measuring customer feedback and acting to quickly close the loop. These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question.

NPS 60

NPS Measurement Feedback Company 60

OpinionLab

MARCH 8, 2016

If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage with them – so that they can partner with them to build their brand. By telling you what’s on their mind in their own words, in an easy and convenient manner and then for their feedback to be acted on.

Consumers 96

Consumers Advertising Banking Survey 96

Helen Dewdney

AUGUST 2, 2021

1) Generally, do you complain to a company regarding a faulty item? I had the 2008 (amended 2014) Consumer Protection from Unfair Trading Regulations down pat. 4) If you receive service over and above good do you give feedback? 10) Do you ever contact a CEO of a company ? A series of interviews by The Complaining Cow.

Social Media 76

Social Media Consumers Feedback Company 76

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. Most feature idea portals have the same core mechanics: Users visit a dedicated website with a list of feature ideas from other users (and sometimes the company itself).

Roadmap 52

Roadmap Analysis Feedback Customers 52

Customer Bliss

APRIL 11, 2017

The company decided to adopt Japanese manufacturing approaches, which often involve employees and customers getting more involved in the process. While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. He has an MBA from Purdue University.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

ShepHyken

APRIL 11, 2017

Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools. However, according to the annual Net Promoter Score® benchmark survey from 2016, it was found that 90 percent of the companies were not clear if, after implementing their Net Promoter Score® program, whether they had increased customer retention.

Net Promoter Score 83

Net Promoter Score NPS Customer Retention CRM 83

ShepHyken

JANUARY 22, 2018

My Comment: We start off this week’s Top Five roundup with an article that reminds us often of the more common mistakes that could be made by any company in any type of industry. If your company currently uses chatbots, or is thinking about implementing a chatbot solution, then you must read this article.

Customer Service 89

Customer Service Chatbots Wireless Airlines 89

Beyond Philosophy

OCTOBER 23, 2017

In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. But it turns out that that people can be “nudged” toward savings if they are automatically enrolled in the company 401K. Economic Theory Helps Explain Customer Behavior Too.

Marketing 130

Marketing Consulting Government Policies 130

CX Journey

FEBRUARY 27, 2019

You'll want to make sure you're capturing feedback about: the latest experience (assuming you've improved the experience but haven't updated your surveys), new products and services you've introduced, and emerging customer needs and trends in the industry. You are one company/one brand, after all. Don't get Blockbuster'd.

Metrics 88

Metrics NPS Trends Financial 88

BirdEye

JULY 7, 2023

However, this is only possible with the aid of an AI chatbot that retrieves the right information from your company’s knowledge base. If they do, they’ll require overtime or holiday pay, hurting your company’s budget. But an AI chatbot doesn’t sleep or require any additional payment to operate on a 24/7 basis.

Chatbots 96

Chatbots Customer Service Social Media Banking 96

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. You should know what your customers are experiencing every time they interact with your company.

Social Media 154

Social Media Case Study Financial Banking 154

ReviewTrackers

APRIL 21, 2021

Successful brands and marketers have learned to use customer feedback from review sites in ways that drive their search engine performance, social media strategy, and consumer engagement levels. Most leading companies are tracking brand sentiment and social media conversation,” says Troy Janisch, Director of Social Intelligence for U.S.

Banking 65

Banking Financial Insurance Social Media 65

CX Journey

FEBRUARY 27, 2019

You'll want to make sure you're capturing feedback about: the latest experience (assuming you've improved the experience but haven't updated your surveys), new products and services you've introduced, and emerging customer needs and trends in the industry. You are one company/one brand, after all. Don't get Blockbuster'd.

Metrics 80

Metrics NPS Trends Financial 80

SmartKarrot

SEPTEMBER 18, 2020

Edtech companies have given it a new direction, a new dimension. This has led more and more EdTech companies to embrace the SaaS model , all thanks to its sundry benefits. Here is a list of 25 such SaaS EdTech companies that are booming the market and wooing the customers more than ever. Well, not anymore! Panorama Education.

Company 21

Company Course Video System 21

Confirmit

APRIL 19, 2020

History shows that every major crisis involving economic uncertainty – the Spanish Flu, World Wars, the Great Depression, and 2008’s Great Recession – has changed consumer behavior. The question, however, remains, should companies continue surveying right now during the COVID-19 global pandemic?

Marketing 78

Marketing Survey Entertainment Hospitality 78

ShepHyken

NOVEMBER 6, 2020

Consumer Research is not merely asking your customers what they want; although there are some valuable insights here, they may also falsify the results because they often provide feedback on what they think they want, which doesn’t always correlate to how they spend their dollars. Develop Objectives. What are your goals? Primary Research.

Customer Service 100

Customer Service Marketing How To Consumers 100

ShepHyken

JUNE 19, 2020

There is no doubt that the presence of AI in today’s businesses has helped companies operate smoothly when teams cannot afford more customer service employees. An “unsupervised” AI bot has led businesses to receive sudden surges in negative feedback, bad reviews, and increased churn. Despite the hype, commercial AI is still maturing.

Customer Service 80

Customer Service Interaction Customer Service Representative Customer Satisfaction 80

InMoment XI

FEBRUARY 2, 2024

Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research. Hootsuite is one of today’s most widely used social media management platforms.

Social Media 295

Social Media Brands Management Analytics 295

InteractionMetrics

JUNE 19, 2023

Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. Companies that employ UX designers strive to build interfaces that are straightforward and easy to use. As customers, we have all felt the difference when a company makes UX a priority.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Kayako

OCTOBER 29, 2015

In this post, I’ll walk you through the recent history of customer service, showing you why some companies have chosen to outsource their support teams, (not to be confused with offshoring which is when the work is done overseas but still remains part of the business), and others prefer to keep them in house.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Chadwick Martin Bailey

NOVEMBER 25, 2020

Since 2008, LTN has been an integral part of the CMB community , with several in-person fundraising activities we look forward to year over year. It was all hands-on deck, and thanks to everyone’s feedback at CMB, we figured out a way to distribute Jared’s BBQ safety and efficiently.

Culture 52

Culture Sales Meeting Feedback 52

ReviewTrackers

JANUARY 1, 2018

At once the modern take on traditional word of mouth and the new standard for customer feedback , reviews can make or break a business. While Google is more commonly known as the world’s leading search engine, the company also hosts online reviews and ratings of businesses in order to enhance users’ search experience.

Automotive 109

Automotive Hotels Travel Healthcare 109

BirdEye

OCTOBER 31, 2023

Choosing the best reputation management company for your business can boost your online reputation, amplify positive feedback, and effectively handle any negative remarks. Here’s a guide on choosing the right reputation management company for your business in 2023, featuring a list of the top 7 reputation management companies.

Company 110

Company Management Social Media How To 110

Helen Dewdney

DECEMBER 17, 2018

Companies always make mistakes. What is important to me, as a consumer champion, is how companies deal with the mistakes and get them resolved. The Consumer Protection from Unfair Trading Regulations 2008 t o be specific. This was a breach of The Consumer Protection from Unfair Trading Regulations 2008. So that was that.

Customer Service 54

Customer Service Course Policies Consumers 54

Helen Dewdney

NOVEMBER 9, 2017

The Government thought so too and there was a call for evidence from the Department for Business, Innovation & Skills for consumers to provide feedback regarding their experiences. If you have been misled into making a decision that you would otherwise not have made then the company is in breach of this law.

How To 63

How To Consumers Tips Government 63

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? Others are less “optimistic,” saying that companies stand to lose up to $1.6 Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse. 10% of the Fortune 500 companies and 6.7%

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Clicktools

JANUARY 27, 2017

And that’s because one, every business is different and they need to get feedback that’s appropriate for their business, and two, the value is not in asking the question, the value is in taking action based on the insights that you find.”. Feedback to action! That’s the goal of your enterprise feedback program.

NPS 49

NPS Net Promoter Score Survey Effort Score 49