Clarabridge

DECEMBER 7, 2016

Sentiments: How do you currently use Clarabridge to listen to the voice of your customers? Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. The VOC team sits under the VP of Customer Success, who reports into our CEO.

Feedback 81

Feedback Survey Case Study Analytics 81

Thematic

DECEMBER 9, 2022

By listening to your customers. It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely!

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

Retently

JULY 28, 2023

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Clarabridge

DECEMBER 7, 2016

Sentiments: How do you currently use Clarabridge to listen to the voice of your customers? Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. The VOC team sits under the VP of Customer Success, who reports into our CEO.

Feedback 40

Feedback Survey Case Study Analytics 40

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). That’s a huge mistake.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Clarabridge

MARCH 30, 2017

Do you need to revisit your survey strategy? Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn? Response rates for the typical customer experience survey have been dropping over the past 20 years, from about 20% to only 2% today.

Survey 40

Survey Strategy Customer Experience Analytics 40

Retently

OCTOBER 19, 2018

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98