GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization.

Voice of Customer 239

Voice of Customer Data Customer Service Net Promoter Score 239

CloudCherry

DECEMBER 1, 2018

Integrating your customer experience data with marketing automation software allows for hyper-personalized marketing campaigns. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Actionable customer insights. That just wastes everyone’s time.

CEM 186

CEM CRM ROI Survey 186

CloudCherry

NOVEMBER 13, 2018

Integrating your customer experience data with marketing automation software allows for hyper-personalized marketing campaigns. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Actionable customer insights. That just wastes everyone’s time.

CEM 170

CEM CRM ROI Survey 170

BirdEye

MARCH 9, 2021

You’re getting more people in the door, creating better experiences, and this boosts loyalty – turning customer delight into revenue. True Actionable Customer Insights. At the core of this flywheel is gaining a true, in-depth understanding of your customers. Comprehensive Customer Insights With Real Impact.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

Eptica

DECEMBER 11, 2019

on average in 2018 to £3.89 Rather than focusing on simple metrics such as call time, more and more firms in the industry are embracing measures such as CSAT and NPS. 37% of those polled by Contact Babel chose CSAT/NPS as the most important metric that they used. NPS is very useful but only takes you so far.

Self Service 75

Self Service Customer Service Social Media NPS 75

GetFeedback

MARCH 13, 2019

The Net Promoter Score (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters), which customers are moderately happy with your brand (NPS Passives), and which customers have encountered a bad experience along the way and would not recommend your services or products (NPS Detractors).

NPS 186

NPS Net Promoter Score How To Survey 186

Alida

NOVEMBER 1, 2018

Customers you’ve had for a long time are giving you poor CSAT or NPS scores. You’re getting at the higher quality qualitative data in an automated, scalable way, so you can get better insights faster and at scale. They asked current customers and general consumers to choose from 5 names that the GoDaddy team proposed.

Feedback 147

Feedback Exercises Analysis Effort Score 147

SurveySensum

JULY 14, 2020

Sarah Sargent is a highly accomplished & inspiring Customer Service & Customer Experience Director at Radian Group where she is reinvigorating CX in social housing. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. This is set to change in 2018 – so watch out for that. Success in 2018 will come from a refocus. What did we hear, what did we see?

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Chattermill

MAY 23, 2018

by Dmitry Isupov on 24 May 2018. customer experience. The increasing buzz around customer experience (CX) is good news for both brands and consumers. They know exactly how much uplift in revenue they will get from increasing their NPS score by x points. CX Will Do a Lot More Good Than Marketing. colourful crowd.

Marketing 40

Marketing NPS Effort Score ROI 40

Gainsight

APRIL 15, 2019

Just as a quick recap, we sent an NPS survey to all 5,212 attendees that included two open response questions: What were the best parts of Pulse 2018? We had an overwhelming 25% response rate (that’s really good for a post-event survey) and a blended total NPS of 48.55, which was a very small year-over-year increase.

Hospitality 81

Hospitality Leadership Customer Success NPS 81

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% 1,2,4] (2018). Enterprise Retail Grocery Report October 2018.

Industry 48

Industry Brands Rewards Programs Loyalty 48

Stella Connect

OCTOBER 26, 2021

“That’s fantastic to report a ‘200% increase in quality’ based on your made-up internal scorecard, but have your customers even noticed a difference? If there was no meaningful change to NPS, CSAT, or CES then why does the internal quality score even matter?”. Nate Brown , CustomerCentricSupport.com.

Call Center 52

Call Center Management Contact Center Effort Score 52

Thematic

MARCH 27, 2019

This helps you to act fast and solve customer issues on time before they leave. Look at this: In our own case study on Greyhound , Greyhound’s Senior Customer Insights Analyst Matthew Schoolfield reveals how they were able to identify that their customers in New York get frustrated when waiting for a late bus.

Feedback 54

Feedback Study Poor Customer Service Case Study 54

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% 1,2,4] PYMNTS.com, Enterprise Retail Grocery Report October 2018. [3]

Industry 73

Industry Brands Rewards Programs Loyalty 73

Thunderhead

JULY 9, 2018

For a host of good reasons, Original Equipment Manufacturers (OEMs) and dealer networks often operate distinct marketing and CRM tools, unable to connect customer insight between themselves – or across their channels and touchpoints. But joining the dots is not as difficult as you might think, and it’s certainly worthwhile.

Automotive 63

Automotive Customer Experience How To Effort Score 63

Thematic

OCTOBER 1, 2018

To take Thematic as an example, we analyze the free-text feedback submitted in customer survey forms, which was previously difficult to analyze, as companies spend time and resource struggling to do this manually. For a long time, I’ve been planning to write a post to clarify what’s possible in Text Analytics space today, in 2018.

Analytics 76

Analytics Analysis Training Feedback 76

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. Discover the best tools to improve your customer experience. You need to be able to keep a finger on the pulse of how your customers are feeling. That means conducting frequent NPS surveys, but also a little more. by Sam Frampton.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. Discover the best tools to improve your customer experience. You need to be able to keep a finger on the pulse of how your customers are feeling. That means conducting frequent NPS surveys, but also a little more. by Sam Frampton.

Technology 40

Technology Customer Experience Consulting Analytics 40

Currency Alliance

MARCH 20, 2020

share customer insight among partners, so you know how to maximize lifetime value for each customer, and can create more personalized engagement. Plan how to obtain that data – especially for your less frequent customers (as they may spend a lot in your category, just not with you). What to do?

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Pointillist

APRIL 17, 2019

Customer Data Platforms (CDPs) The hype around Customer Data Platforms (CDPs) is at an all-time high. According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018. What are Customer Data Platforms? By some estimates, there are more than 80 vendors claiming to offer CDPs.

Customer Journeys 51

Customer Journeys Analytics Tools Data 51