InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. Generic, one-size-fits-all communication and experiences aren’t an effective way to reach them.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Forrester's Customer Insights

DECEMBER 29, 2023

New analyses from Forrester's Customer Experience Benchmark Study reveals subdued customer advocacy continues in 2023 as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.

NPS 31

NPS Net Promoter Score Brands Study 31

Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. From a business perspective, the same concept applies to Customer Experiences. NICE Systems, Inc., Click here !

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97

Forrester's Customer Insights

JANUARY 17, 2024

Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries.

Net Promoter Score 35

Net Promoter Score NPS Industry Consumers 35

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

Feedbackly

SEPTEMBER 11, 2023

Fecha: 5 de octubre, 2023 Hora: 11 AM ART (UTC -3) Tiempo de duración: 60 min >> Regístrate aquí La experiencia del cliente bien dimensionada y gestionada, puede proporcionar una ventaja competitiva a las empresas y les permite anticipar el futuro. El Webinar será presentado por Marcelo Nardini , Cofundador y Director General de WOW!

NPS 96

NPS Feedback Customer Experience Management 96

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

SurveySensum

AUGUST 17, 2023

Net Promoter Score (NPS) scores serve a purpose beyond measuring customer satisfaction; they offer cues for upselling and cross-selling opportunities. When customers give high NPS scores, it signifies their satisfaction and loyalty. There comes NPS score calculation. There comes NPS score calculation.

NPS 52

NPS Net Promoter Score Effort Score Survey 52

SurveySensum

OCTOBER 23, 2023

GetFeedback is a customer feedback platform that empowers businesses to capture real-time data from customers at different touch points of the customer journey. The tool provides several exciting features, like survey customization, a gamified user interface, feedback segmentation, custom reports, and many more.

NPS 52

NPS Multi-Channel Survey Feedback 52

inQuba

JANUARY 27, 2023

Launch 2023 With our most popular resources from the last year! What is Customer Journey Management, & Does It Matter? Customer Journey Management is the laser technology of CX, offering precision & control, addressing experiences & guiding customers forward. Click below so that we can connect with you.

NPS 52

NPS Customer Journeys Banking Metrics 52

BirdEye

MAY 30, 2023

Microsoft’s State of Global Customer Service Report showed that 77% of customers view brands more favorably if they seek out and apply customer feedback. In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. That’s the transformative potential of harnessing customer feedback, and in the year 2023, it’s not just an option – it’s an imperative. user/month 4.4 (5)

B2B 52

B2B Tools Feedback Multi-Channel 52

SurveySensum

NOVEMBER 23, 2023

What is an NPS tool? How to choose the right NPS tool? With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. What is an NPS tool? to help you make the most of your NPS survey.

NPS 52

NPS Net Promoter Score Software Tools 52

ChurnZero

DECEMBER 7, 2023

From living and breathing innovation, to questioning the status quo, to relentlessly pursuing customer value and breakthrough results, it takes a lot to become a ChurnHero Award winner. This year, five spectacular customer success teams have joined the list. Here’s what they achieved, and how they did it.

Meeting 52

Meeting Customer Success NPS Effort Score 52

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

Gainsight

NOVEMBER 16, 2023

Every year at Pulse Europe , we recognise European industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers. As a result, their companies reap the rewards of stronger adoption and customer retention.

Telecommunications 52

Telecommunications Contact Center Innovation Chatbots 52

BirdEye

JULY 24, 2023

Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities. Table of contents What is customer feedback analysis? Why is it important to analyze customer feedback?

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

SurveySensum

SEPTEMBER 15, 2023

This is where customer feedback tools become essential. And having a robust B2B service customer feedback platform eases your work by creating, gathering, analyzing, and acting on feedback swiftly. A B2B service feedback tool is software that collects and analyzes feedback from B2B customers. 5) Let’s now dive into each tool.

B2B 52

B2B Tools Feedback Comparison 52

CX University

JANUARY 30, 2024

The Net Promoter Score (NPS) is a key metric for measuring customer loyalty and satisfaction. CX University, a Recognized Training Provider for the CXPA, uses NPS to gauge its progress and pinpoint areas for improvement. NPS provides useful comparative data across industries. Healthcare +36.42 Logistics +55.08

Net Promoter Score 52

Net Promoter Score NPS Insurance B2C 52

SurveySensum

OCTOBER 9, 2023

QuestionPro is a survey and research software platform used for creating, distributing, and analyzing customer feedback in real-time. There are drawbacks that include non-responsive customer support, limited integrations, analytics, data handling, and a steep learning curve. But every tool has its limitations.

Multi-Channel 52

Multi-Channel Analysis Survey Analytics 52

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Analysis 208

Analysis Survey Feedback How To 208

Daniel Group

AUGUST 19, 2022

It must be in 2023! As you begin thinking about how to make your company grow in 2023, improving your CX should be a cornerstone of your marketing plan. Customers that have great experiences with their providers are very valuable. In what other ways are these customers valuable to you and critical to your market work?

Marketing 52

Marketing NPS Feedback Survey 52

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Net Promoter Score 65

Net Promoter Score Self Service Customer Service NPS 65

SurveySparrow

JUNE 20, 2023

These alternatives offer a range of features to help you gather valuable feedback, increase response rates, and strengthen customer loyalty. SurveySparrow It is an innovative feedback tool designed to enhance the survey experience for both businesses and respondents. Let’s dive right in! Why look for alternatives?

Omni-Channel 52

Omni-Channel Multi-Channel Survey Feedback 52

SurveySensum

JANUARY 5, 2023

How to create a successful product that fits the market needs, resolves customer challenges, and also has a competitive edge? . A feedback platform that helps you analyze your product from the customers’ eyes and lands in the successful 5% category, saving you months of effort and brainstorming. Customer service and support .

Tools 52

Tools Feedback Effort Score NPS 52

Retently

MARCH 29, 2023

Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry. So how does the world’s NPS leader achieve such a high level of customer satisfaction? It reduces distribution costs and provides customers with greater convenience.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Horizon CX

JUNE 5, 2023

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries.

Net Promoter Score 130

Net Promoter Score Customer Centricity Effort Score Touchpoint 130

SurveySparrow

NOVEMBER 24, 2022

Choosing the right platform for improving your website’s user experience is a big decision. UserTesting is a user research platform tool that is great for organizations to understand how customers feel when they use their products. This article looks at 10 of the top alternatives to UserTesting for the year 2023. SurveySparrow.

Net Promoter Score 52

Net Promoter Score Survey Video Feedback 52

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score Customer Success NPS Effort Score 81

SurveySparrow

MAY 24, 2023

It’s 2023, and creating forms is now more important than ever, be it online or offline. Businesses and organizations worldwide increasingly rely on online forms to easily collect important data from customers, clients, and employees. Track changes in customer satisfaction, employee engagement, or other metrics over time.

CRM 52

CRM Survey Analytics Report 52

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

SurveySensum

NOVEMBER 13, 2023

Did you know that, over 7 billion people worldwide are using mobile phones in 2023? Because 62% of this population will also abandon their shopping experience with you if they encounter any negative experience. The tool has exceptional customer support with 2-hour SLA support. That’s a lot of people…like a lot.

Tools 52

Tools Survey Customer Experience NPS 52

BirdEye

SEPTEMBER 11, 2023

A business is much more for and by the customer than the customer is for a business. But the most valuable source is first-party customer feedback, directly from customers. However, most businesses today struggle with the sheer volume of customer feedback that they get across channels and locations.

Feedback 57

Feedback Management Social Media How To 57

SurveySensum

OCTOBER 11, 2023

AskNicely is a customer feedback platform that helps businesses gather and analyze customer feedback. It specializes in Net Promoter Score surveys, enabling companies to measure customer loyalty and satisfaction. Here’s one of the customer reviews talking about it on the G2 platform.

Analytics 52

Analytics Net Promoter Score Survey NPS 52