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3 Ways to Balance Between Acquisition and Retention

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Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly. Feed generated with FetchRSS

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4 Ways To Boost Your ECommerce Customer Experience

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eCommerce customer experience is vital for online businesses that want to ensure a smooth online experience for their customers. We share 4 ways to boost your eCommerce customer experience that will increase customer loyalty and satisfaction. Feed generated with FetchRSS

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5 Great Customer Experience Automation Cases

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Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

A great Customer Experience starts with a great Employee Experience

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Organizations are starting to realize the key to a world-class customer experience is nailing the employee experience first. After all, satisfied employees are more likely to create satisfied customers. Feed generated with FetchRSS

The 60 Best Customer Experience Quotes

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Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused. Feed generated with FetchRSS

What is voice feedback and how can you generate customer insights from it?

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What is voice feedback? With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we'll explain what voice feedback is and how to generate customer insights from it.

What is a Voice of the Customer Program and how do you start one?

Lumoa

Businesses use voice of the customer programs to gather essential input for setting design specifications for products or services. It can also act as a springboard for future innovations. The goal of VoC is to give businesses a detailed understanding of what the customers' needs and wants are.

How to create a customer insight strategy

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A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS

Customer Centricity: 10 strategies to implement in 2019

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Start 2019 with these 10 simple steps and build the fundamentals of your customer-centric culture. Nurture customer centricity in your company and lead your organization through the customer-centric transformation. RSS generated with FetchRss

The Importance of Customer Satisfaction

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The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important. Feed generated with FetchRSS

Actionable Insights: What they are, why they’re important, and how to get them

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Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data. Feed generated with FetchRSS

How to conduct B2B customer surveys that provide ROI

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Conducting B2B customer surveys is for many a struggle. There are two major problems that B2B surveys often experience; not able to collect enough responses and hard to act on the feedback. Learn how to overcome these typical B2B survey problems. Feed generated with FetchRSS

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A checklist for starting to measure customer experience

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We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way. Feed generated with FetchRSS

5 ways to improve digital customer experience

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Digital customer experience is the online experience and the journey your customers go through while interacting with your brand.

Business Value and ROI of Customer Experience: The Step-by-step Guide

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Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits. Feed generated with FetchRSS

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How to justify A CX program to your CEO

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Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. Feed generated with FetchRSS

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The difference between transactional surveys and relationship surveys

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There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer. Feed generated with FetchRSS

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3 Tips On How To Measure Customer Experience

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Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics! Feed generated with FetchRSS

How to Improve Customer Experience: A Step by Step Guide

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Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition?

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The Best Way to Create a Customer Journey Map

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The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. Feed generated with FetchRSS

Customer experience, whose business is it?

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Who in an organization should own the customer experience? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization.

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1] 

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Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world.

Business Value and ROI of Customer Experience: The Step-by-step Guide 

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Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer.

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The Value of Using Customer Insights

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Every single team within your company can benefit from learning a bit more about your customers and what they’re thinking. In this article, we dive deeper into how different departments benefit from customer insights. Feed generated with FetchRSS

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

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The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding.

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7 Ways to allocate your customer experience resources more wisely

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When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We'll share everything you should know about allocating and managing your customer experience program when times are tough. Feed generated with FetchRSS

Ecommerce Customer Experience: Why it’s crucial and tips for success

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In this article, we cover why ecommerce customer experience is so critical and offer some tips on how to excel in an online environment. Feed generated with FetchRSS

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

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The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you.

Everything You Need to Know about Text Analytics

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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.

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What Customer Churn is and How to Calculate it

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What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS

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Personalized Customer Experience: What, How and Why

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What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization. Feed generated with FetchRSS

Celebrating One Year in Business

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On 14 November 2016, exactly one year ago, Lumoame Oy was registered in Helsinki. This year has been an amazing journey for us and we wanted to share this important moment with you. No surprise, the main discussion topic at #LumoaAnniversary was Customer Experience.

Lumoa Just Got Better.

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Have you seen the new update? We are happy to announce the product update that our team has been working on for the last months.

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What to Learn from the Best Customer Experience Companies in 2019

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There are clear reasons why companies should create an outstanding customer experience for their customers. Take a look at what you can learn from the best customer experience companies of 2019 and find out how to apply it to your customer experience work. Feed generated with FetchRSS

5 Quick-Win Customer Experience Strategies To Put Into Place

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Check the latest easy quick-win loyalty-boosting customer experience strategies to power up your CX in 2019! Feed generated with FetchRSS

Why Ask for Open-Ended Feedback?

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Sometimes, asking your customers for open-ended feedback can be better than giving a long survey to answer. When you ask for open-ended feedback, the respondent usually comments on what they experienced to be the most critical things in the interaction they just had with your company.

5 Real Cases How Customer Feedback Influenced Business KPIs

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We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company.

How to Measure and Improve Customer Retention

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What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use. Feed generated with FetchRSS

How to choose the right text analysis software

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What you can do and the benefits of a text analysis software. Find out what you need to think about when deciding on a text analysis software to invest in. Feed generated with FetchRSS

15 Net Promoter Score statistics you need to know in 2019

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Did you know that NPS is the most popular customer experience metric? Find out the latest NPS data and statistics to power up your customer experience strategy in 2019! RSS generated with FetchRss