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

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Contact Center 67

Contact Center Report eBook Tips 67

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

CX Journey

AUGUST 29, 2014

Listen to the Voice of the Partner It’s easy to get so wrapped up in listening to our customers and employees that we forget to listen to another key constituency: Our partners. Listen to the Voice of the Customer through the Partner Your partners are a treasure trove of insight about your customer base.

Net Promoter Score 160

Net Promoter Score Voice of Customer Customer Journeys Feedback 160

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization. You don’t know why your customers churn.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

Wootric CX Blog

MARCH 18, 2021

The next level of CX for Growth Stage companies focuses on a few key things: Taking a more holistic view of the entire customer journey . Leveraging technology to listen to hundreds and thousands of customer comments. Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise.

Net Promoter Score 52

Net Promoter Score Effort Score How To NPS 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

SurveySensum

DECEMBER 1, 2021

If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there. An index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. Customer Segmentation. CustomerGauge. SurveySparrow. Conclusion.

NPS 52

NPS Tools Net Promoter Score e-support 52

Verint

AUGUST 22, 2017

This somewhat embarrassing scenario is apparently common and not only a headache for the customer—it can also be costly for your bank. A large international bank and credit card issuer was using Verint Speech Analytics to identify “moments of truth” and customer frustration.

Banking 31

Banking Analytics Contact Center Customers 31

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

GetFeedback

MAY 24, 2019

Some denouncers have claimed that NPS does not predict customer loyalty. When companies adopt NPS as a key metric, it inspires business growth, customer-centricity, and cross-functional alignment as different departments unite under the banner of decreasing detractors and increasing promoters. Myth #1: NPS is not predictive.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

SmartKarrot

AUGUST 22, 2022

Do you want to know what your customers are thinking? Have you ever questioned why one customer is leaving but another is staying? The Voice of the Customer (VoC) answers all of these questions. VOC is your customers’ idea of how well you are doing as a company and a key to long-term repeat customers.

Examples 10

Examples Tools Social Media Banking 10

ProProfs Chat

NOVEMBER 26, 2021

Voice of the Customer (VoC) surveys are used to analyze the gap between customer expectations and reality. VoC programs incorporate various methods, however, the voice of the customer survey remains the key part among all methods. . What is the Voice of Customer Survey? Retain customers.

Examples 52

Examples Survey Net Promoter Score Social Media 52

ChurnZero

NOVEMBER 20, 2020

Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. Spot the early “I’m just looking” warning signs of churn by seeing when customers shop around behind your back. Protect your customer base using competitor intel that’s hidden in plain sight. Q&A Recap.

How To 98

How To NPS Net Promoter Score Sales 98

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Research carried out for Eptica by Engage Business Media found that 78% of companies measure customer satisfaction, and that over a third (36%) have a full VoC system in place.

Customer Insights 66

Customer Insights Social Media ROI Customer Satisfaction 66