Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

GetFeedback

SEPTEMBER 20, 2019

An indisputable key component of a customer experience strategy is the Voice of the Customer (VoC) program , also known as customer voice. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company. Net Promoter Score (NPS).

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.”

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ijgolding

SEPTEMBER 29, 2016

Maybe not, but if we do not listen to our customers and take the time to understand them, can we say we know what they need and want! Well as I said earlier, I think many organisations find it easier to run the data through a process and come up with a score like NPS. Stephen is also a Fellow of the Institute of Consulting.

Effort Score 120

Effort Score NPS Analysis Course 120

CloudCherry

JANUARY 22, 2020

At times, refocusing your efforts may be the best course of action. A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Failure to capture unstructured and unsolicited feedback. Ignoring the voice of the employee (VoE).

How To 243

How To Social Media Analysis Feedback 243

Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Recognise your business is about the customer and not you.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160