Lumoa

MARCH 9, 2023

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. In This Article: What’s the importance of a customer feedback strategy?

Feedback 208

Feedback Strategy Survey Customers 208

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.

Feedback 208

Feedback Hospitality Analytics Touchpoint 208

Lumoa

AUGUST 5, 2022

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences.

Retail 208

Retail Feedback Trends Consumers 208

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Support tickets. Feature requests.

Feedback 236

Feedback Marketing Social Media Effort Score 236

IntouchInsight

JUNE 12, 2023

With summer just around the corner and consumers focused on summer vacation plans, we know that businesses are looking ahead to the holiday season. To help with your planning, we’ve pulled together our 2022 holiday-related shopping data from our Flash Points Surveys.

Feedback 283

Feedback Survey Consumers Data 283

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Analysis 208

Analysis Feedback Social Media Chatbots 208

InMoment XI

APRIL 26, 2022

Surveys are a way to compile data from a group of people, but they can be more than that. Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch? The Most Common Types of Surveys.

Survey 260

Survey Customer Experience Fashion Groups 260

InMoment XI

APRIL 25, 2024

Did you know that over half of financial services consumers say they have low trust in their provider? And, of those consumers, only 34% of them would recommend their brand to friends and family. Since finances are such a personal part of our lives, consumers in the industry are the most withholding of their trust.

Financial 260

Financial Management Banking Insurance 260

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple channels to collect mass feedback.

Feedback 208

Feedback How To Ecommerce Touchpoint 208

InMoment XI

JANUARY 20, 2024

Today, AI has gone mainstream, infiltrating both our personal and professional lives AI is still in its infancy, but already, it’s transforming the way businesses across all sectors engage with their customers. Retailers that strategically leverage AI are better equipped to deliver outstanding experiences throughout the customer journey.

Retail 260

Retail Customer Experience Social Media Chatbots 260

Experience Matters

JANUARY 21, 2020

In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience. These reports are based on a survey of 10,000 U.S. consumers and examine almost 300 companies over 20 industries.

Industry 201

Industry Consumers Feedback Insurance 201

Zonka Feedback

APRIL 10, 2024

Understanding customers’ needs and expectations is crucial for a business to ensure their satisfaction and customer feedback surveys help you do this. But merely fulfilling customers’ needs is not enough. Sometimes customers prefer one thing over another.

Survey 59

Survey Tools Consumers Feedback 59

Lumoa

AUGUST 18, 2022

” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. Survey fatigue. I mean, we get it. Undefined goals.

Customer Journeys 208

Customer Journeys Survey Feedback Voice of Customer 208

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

InMoment XI

FEBRUARY 9, 2024

At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. Automotive brands need to understand customers’ needs and preferences, and then adapt accordingly, to deliver outstanding experiences that win and retain customers. Data is foundational to achieving these goals.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

Zonka Feedback

DECEMBER 12, 2023

Many organizations rely on various types of surveys for collecting customer feedback to know how happy customers are about their experiences with their products and services.

Feedback 59

Feedback Survey Consumers Customers 59

SurveySensum

MARCH 26, 2024

Are you aware that 91% of customers unhappy with a brand will leave the brand without even complaining? So, you might lose more than half of your customer base without even realizing it! Well, the answer lies in gathering, analyzing, and taking action on customer feedback. What are Survey Tools?

Tools 52

Tools Survey Feedback e-support 52

InMoment XI

JUNE 7, 2022

Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play. The result?

Company 492

Company Social Media Return on Investment Travel 492

InMoment XI

FEBRUARY 7, 2024

The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

SurveySensum

MARCH 26, 2024

Are you aware that 91% of customers unhappy with a brand will leave the brand without even complaining? So, you might lose more than half of your customer base without even realizing it! Well, the answer lies in gathering, analyzing, and taking action on customer feedback. What are Online Survey Tools?

Tools 52

Tools Survey Feedback e-support 52

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. What can we improve?

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Survey 345

Survey Social Media Contact Center Call Recording 345

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Let’s get started.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. If this process isn’t tailored to your company, you’ll set inaccurate survey response rate benchmarks and compromise all future evaluations. What Is Your Survey Response Benchmark?

Survey 208

Survey CEM Net Promoter Score Effort Score 208

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

Survey 81

Survey How To Feedback Tips 81

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. Survey tools can help you to aggregate valuable information through email, chat, social media, and more. But while collecting survey feedback is simple, the real value is in actioning that feedback.

Survey 150

Survey Feedback How To Net Promoter Score 150

Zonka Feedback

FEBRUARY 8, 2024

In a world driven by evolving consumer needs, understanding your audience is crucial. The easiest and the most effective way is by leveraging email surveys. Whether you're evaluating customer satisfaction, gathering product feedback, or refining services, email surveys provide a direct channel to engage your target audience.

Feedback 52

Feedback Survey How To Customer Satisfaction 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveySensum

NOVEMBER 2, 2023

Are you aligning with the evolving needs and preferences of your customers? If not, you should start gathering customer feedback. To stay ahead, use a robust customer feedback platform to gather insights from various interactions, such as delivery experience, product usage, support queries, and website visits.

Feedback 52

Feedback Survey Social Media Net Promoter Score 52

SurveySensum

MARCH 27, 2024

Well, it could be that they are not listening to the voices of their customers properly. So, how can they customize their product according to their customer’s needs and preferences when they do not know the exact pain points of the customer? This is where customer feedback enters the picture!

Feedback 52

Feedback Social Media Touchpoint Survey 52

GetFeedback

DECEMBER 16, 2019

Your customers want more, so you need to meet and exceed their expectations. But you already know what you need to do: collect customer feedback. Waiting until everything falls into place so that you start collecting customer feedback won’t happen. Improve customer experience .

Feedback 195

Feedback Industry Social Media Wait Times 195

Beyond Philosophy

FEBRUARY 1, 2024

Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Our readers enjoy $ 500 off their first YouGov survey. Seven years is a long time relative to customer markets.

Consumers 78

Consumers Self Service Survey System 78

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 146

NPS Comparison Survey Net Promoter Score 146