Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

MARCH 11, 2025

They optimize every step of the customer journey reducing friction at checkout, improving post-purchase experiences, and ensuring seamless interactions across channels. Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements. being ignored).

Ecommerce 139

Ecommerce Self Service Customer Experience Management 139

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. There are several ways to obtain data and understand customers. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 490

Strategy Customer Experience Net Promoter Score Customer Centricity 490

ECXO

JULY 29, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Companies use several methods to gather data and understand their customers: Voice of Customer (VOC) Programs : Capturing customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Download This Guide to NPS for Beginners.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

GetFeedback

MAY 9, 2019

Voice of the Customer (VoC): A Voice of the Customer (VoC) program , also known as customer voice and Voice of Customer , captures, analyzes and reports on all feedback (expectations, likes, and dislikes of your customers) associated with your brand.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

NOVEMBER 29, 2021

Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Ask your customers! Was it worth it?

ROI 243

ROI Customer Experience NPS Financial 243

Lumoa

JULY 10, 2018

Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Ask your customers! Was it worth it?

ROI 284

ROI Customer Experience NPS Financial 284

Thematic

MAY 13, 2025

From Data to Decisions: Real-World Applications The impact was dramatic—suddenly, we could see exactly which topics had the biggest impact on our NPS scores, allowing us to make truly data-driven decisions and spend our time working with the data, not on it.

Voice of Customer 62

Voice of Customer NPS Analysis B2B 62

Thematic

JUNE 9, 2025

You might track customer experience (CX) metrics like satisfaction scores or NPS (Net Promoter Score) to gauge your success. But when a score dips or a trend shifts, do you know the reason? Often, the answer lies hidden in customers’ own words. Numbers can only tell you what is happening, but not why.

Feedback 62

Feedback Data Effort Score Analysis 62

Customer Bliss

APRIL 27, 2018

Take an inventory of all the surveys that go out to customers, when and why. Many well-intentioned survey efforts are siloed for the purpose of finding out how a product or campaign went over, or another question that needs to be answered. Know the options available to gain customer insight in addition to customer surveys.

Effort Score 181

Effort Score Survey Social Media Customer Journeys 181

Thematic

NOVEMBER 14, 2024

What is Customer Sentiment? Customer sentiment refers to the feelings, emotions and attitudes customers have about a particular organization or their products and services. What is Customer Sentiment Analysis? Keeping on top of how your customers feel helps you to intervene quickly when things go wrong.

How To 62

How To Net Promoter Score Analysis Social Media 62

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Recognise your business is about the customer and not you.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Thematic

APRIL 1, 2025

For example, your objective might be “to improve our NPS (Net Promoter Score) by 10 points in the next year by addressing top customer pain points.” Clear objectives keep your efforts customer-centric and business-focused. This cheat-sheet will help everyone understand different customer voices.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Thematic

APRIL 21, 2025

Analyze patterns that typically precede churn: for example, declining login activity, fewer feature uses, lower customer satisfaction scores, or an increase in negative feedback from that account. Using analytics, you can even assign health scores to accounts based on these factors and set up alerts when an account looks at-risk.

B2B 62

B2B Customer Insights Engagement How To 62

Thematic

FEBRUARY 12, 2025

Through qualitative data analysis , NLP can sift through mountains of unstructured feedback—like reviews, surveys, and even social media posts—to identify patterns and group customers into meaningful segments. Meanwhile, ML takes it a step further by predicting customer needs and tailoring marketing efforts to those insights.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Download This Guide to NPS for Beginners.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

ijgolding

SEPTEMBER 29, 2016

Well as I said earlier, I think many organisations find it easier to run the data through a process and come up with a score like NPS. Don’t get me wrong, I am not saying NPS is bad, but I wonder if we are we becoming over-reliant on it? So why have we stopped listening? So what’s the alternative?

Effort Score 120

Effort Score NPS Course Analysis 120

Lumoa

APRIL 28, 2024

Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. However, this also means that it can cost a lot of time and effort to migrate and implement.

Self Service 195

Self Service Customer Journeys Feedback Multi-Channel 195

SurveySparrow

SEPTEMBER 16, 2020

One of the finest ways to understand the impact of consumer experience on brand growth is to analyze the Net Promoter Score (NPS). In layman terms, NPS is ‘the consumer’s likelihood to recommend and promote your brand to others based on their experience’. What’s NPS? How is the Net Promoter Score Calculated?

NPS 59

NPS Net Promoter Score Data How To 59

Heart of the Customer

DECEMBER 4, 2018

Some actually hinder the goal of improved CX – to create loyal customers who love […]. The post Stop Bribing Your Employees for Good NPS Scores appeared first on Heart of the Customer. Unfortunately, being in this early stage means that some “best practices” aren’t.

NPS 74

NPS Course Net Promoter Score Customer Experience 74

Thematic

MAY 28, 2025

The goal in this collection phase is to capture the whole customer voice, wherever your customers are talking. Voice of customer analytics platforms use techniques like AI-based text analysis and sentiment detection to process large datasets quickly. How many customer suggestions have you implemented?

Voice of Customer 62

Voice of Customer Analysis Net Promoter Score Feedback 62

Thematic

OCTOBER 30, 2024

That means fine-tuning your CX depends on how well you can sift through the noise and meaningfully analyze customer feedback. Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

BirdEye

JUNE 25, 2025

That’s why more companies are committing to full-scale digital transformation of customer experience efforts that connect people, platforms, and workflows across the entire customer journey. Maybe your Net Promoter Score (NPS) has plateaued. Or maybe your customers are happy, but they’re not sticking around.

Loyalty 52

Loyalty Customer Experience Roadmap Effort Score 52

ijgolding

APRIL 4, 2016

Amazon is the master of the consistently easy customer experience – they have removed so much effort, that it is difficult for customers to justify “bothering” to go anywhere else! What types of data do you believe brands put too much emphasis on when it comes to customer experience? What can we learn from them?

Data 120

Data Customer Experience Effort Score Measurement 120

CX Journey

NOVEMBER 28, 2018

Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc.

Customer Journeys 105

Customer Journeys Data Effort Score First Call Resolution 105

SurveySensum

JULY 7, 2025

Manual vs Automated Facebook Review Analysis – What’s the Difference/ Manual vs Automated Facebook Review Analysis Manually analyzing Facebook reviews means relying on human judgment to comb through vast, unstructured customer feedback. Now, multiply that effort by hundreds of reviews across multiple locations every week.

Analysis 52

Analysis Social Media Feedback NPS 52

Second to None

FEBRUARY 15, 2019

Net Promoter Score (NPS). NPS is an increasingly popular metric that is used to calculate a customer’s likeliness to recommend a brand to their friends and family. While the metric is merely a number, it promotes a deeper philosophy surrounding a customer-centric business model. Customer Satisfaction (CSAT).

Customer Experience 78

Customer Experience Effort Score NPS Net Promoter Score 78

Second to None

FEBRUARY 1, 2019

Since its introduction by Fred Reichheld, Net Promoter Score (NPS) has initiated a discussion of its effectiveness in overall growth. NPS is a metric that is used to measure customer loyalty and satisfaction. ” A Promoter is a customer who responds with a nine or a ten. Simple Does Not Mean Easy.

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82

Amity

OCTOBER 5, 2016

After a while, we started trying to understand where our customers’ pain points were to better serve them. As part of that effort we launched our NPS program, and we started to put together what is now called ‘Customer Voice’ where we gather all the feedback from all the different sources and aggregate it to identify trends.

Customer Success 129

Customer Success NPS Metrics Culture 129

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. These three questions will start the right conversations to choose the perfect NPS software for your company. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

Retently

AUGUST 9, 2018

Well, for one, you can create marketing messages and copy that is better tailored to your target customers , effectively letting you engage with them more effectively. Your customer voice research showcased that the target buyers don’t like adding their credit card details when subscribing to a trial. What is Net Promoter Score.

Feedback 104

Feedback CEM Net Promoter Score Social Media 104

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. Why is NPS® Important? How Does Net Promoter Score (NPS®) Work? So how is the Net Promoter Score calculated?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40

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)? Improve your Net Promoter Score. Make sure you choose the right metric , such as NPS, but don’t focus on it too much.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

ClearAction

DECEMBER 14, 2017

They can be categorized by Customer Profitability, Customer Knowledge, and Customer Well-Being. Customer Profitability (efforts to increase revenue and profit from customers). Experiential marketing — events and campaigns that build customer advocacy.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

DECEMBER 14, 2017

They can be categorized by Customer Profitability, Customer Knowledge, and Customer Well-Being. Customer Profitability (efforts to increase revenue and profit from customers). Experiential marketing — events and campaigns that build customer advocacy.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

ProProfs Chat

OCTOBER 30, 2021

68% of customers trust feedback more when they see both positive and negative scores. Customers are likely to spend 31% more on a brand having excellent reviews. Hence, customer feedback is a crucial aspect of nurturing a customer-centric culture. Helps admiring Customers Voice. NPS Surveys.

Feedback 95

Feedback Survey Customer Satisfaction Effort Score 95