Lumoa

NOVEMBER 29, 2021

It is not too difficult to listen to the customer. Companies receive real-time feedback in massive volumes if they only start listening to their customers. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Ask your customers!

ROI 259

ROI Customer Experience NPS Financial 259

CX Journey

APRIL 3, 2019

In customer-centric companies, decisions are always made with the customer’s best interests in mind. The customer’s voice is brought into meetings and into conversations; the customer is always represented. Share customer feedback with employees; don't keep it from them.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Customer Bliss

APRIL 27, 2018

Are some measuring customer satisfaction, some measuring customer effort scores, and some measuring NPS? Know the options available to gain customer insight in addition to customer surveys. For example, is “humanizing” research part of your effort to understand customers’ lives? Do you do this reliably?

Effort Score 181

Effort Score Survey Customer Journeys Social Media 181

Lumoa

JULY 10, 2018

It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers. Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. And yet still, acting on the customer feedback is hard.

ROI 303

ROI Customer Experience NPS Financial 303

CX Journey

JUNE 22, 2017

Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Playvox

SEPTEMBER 30, 2022

You’re probably using tags to track customer feedback, but without the right reporting, you might find yourself struggling to gather customer insights from the wealth of unstructured data and present them in a way that shows their effect on the business. Good reporting relies on the right tagging structure.

Contact Center 67

Contact Center eBook Report Tips 67

CX Journey

APRIL 3, 2019

In customer-centric companies, decisions are always made with the customer’s best interests in mind. The customer’s voice is brought into meetings and into conversations; the customer is always represented. Share customer feedback with employees; don't keep it from them.

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

CX Journey

MAY 3, 2016

Customer-Centric Culture A customer-centric culture is one that encourages employees to focus on the customer. It begins with executives who are committed to the cause and talk about the customer and the customer experience before sales and acquisition. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

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. Is customer centricity already part of the company DNA and culture? Are there efficient processes in place for analyzing customer data or communicating customer insights?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? Many organizations believe that by gathering feedback and executing surveys, they have a VOC program in place.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Kustomer

JUNE 4, 2020

Having the right data at the right time is essential for the customer service industry. In order to ensure that customers are having a good experience , there has to be a way for them to leave feedback and make their voices heard. For instance, Guru is a customer of their own service.

Feedback 52

Feedback Customers Meeting Customer Experience 52

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. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? The Temkin report also showed significant advantages among VoC programs that are at the Transfomer and Collaborator (tailoring customer feedback to stakeholders who are diligently engaged in continuous improvement) levels.

ROI 54

ROI Feedback Survey Financial 54

SmartKarrot

AUGUST 22, 2022

The voice of the customer (VOC) combines customer feedback and insight, allowing organizations to understand how their customers view them. VOC is often used in marketing, product development, sales, customer service, and management. It is also known as the voice of the marketplace or the consumer.

Examples 10

Examples Tools Social Media Banking 10

Pointillist

AUGUST 18, 2021

And then in addition to that, I have been talking for the last six months about four voices of customer experience measurement. Now, many people have heard me talk about three of them, voice of the customer, voice of the employee and voice of the process, as I’ve just inferred.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40