GetFeedback

SEPTEMBER 20, 2019

Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? A great customer experience (CX) , of course. . It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Understand the Phases of VoC Maturity.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

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.” Not Monitoring Changes in Customer Perception. Unproven ROI. Not Acting on Insights.

How To 243

How To Social Media Analysis Feedback 243

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

Chief Customer Officer 52

Chief Customer Officer Self Service Effort Score Leadership 52

ClearAction

OCTOBER 1, 2018

Artificial intelligence, digitalization, emerging technologies, the sharing economy, and other trends won’t solve what’s shown in these studies: “Only 20% of companies scored 9-10 for seeing a Return on Investment, with a significant 14% of companies scoring 0-2. customers, channel partners, alliances).

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Pointillist

AUGUST 18, 2021

The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries. It’s only when he went to customer experience that he lost it. Quantifying CX ROI Remains the Top Challenge for Third Consecutive Year. Dan Gingiss: That’s true.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Russel Lolacher

OCTOBER 10, 2022

One is the investment in resources, money, time, effort, in customer experience. would also say that the evolution of measuring customer experience has been evolving. And once what was once only Net Promoter Score (NPS) has now evolved to much more and digs into the why someone will or won’t recommend. of the time.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52