Thematic

DECEMBER 9, 2019

The one resource that all companies (both tech and non-tech) already have is customer feedback. Turns out customer feedback can really propel digital transformation, and it’s easy to get started! I still remember one time my husband and I travelled from New Zealand to Singapore with our two little kids.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

SurveySensum

JULY 27, 2023

Do you know how Amazon suggests the products that you totally love based on what you’ve bought and browsed? — By actively gathering and analyzing customer feedback to get insight into its customer’s preferences. That’s also the power of understanding customer feedback and data. And Netflix?

Retail 52

Retail Examples Feedback Customer Experience 52

Second to None

JULY 25, 2019

So what exactly is customer effort and why is it important? Customer effort is a measure of how easy it is for your customer to travel through the customer journey. Considering the modern customer and competitors in the field, examine how your brand can meet customer expectations and then exceed them.

Innovation 80

Innovation Effort Score Travel Transportation 80

OpinionLab

JUNE 17, 2016

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. The impact of smart devices on customer behavior is undeniable.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Healthcare 60

Customer Guru

JANUARY 16, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. Is there an instance you recall where a good customer experience was able to mitigate a situation that could have otherwise resulted in a disaster? There are a couple of such instances.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

SmartKarrot

MARCH 15, 2021

Assist sales in contract terms and expectations. Influence future lifetime value through higher SaaS adoption, customer satisfaction and increase renewal rates to reduce churn. Manage customer expectations and relationships. Facilitate new customer account creation and signups (hundreds >> thousands of individuals).

Customer Success 10

Customer Success Travel ROI Software 10

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62