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. Digital is but a channel to the customer but a truly customer-centric approach embraces the customer at all touch points in the journey. Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Kayako

APRIL 13, 2017

What do my customers want? This question is on the minds of most CEOs and managers who think about innovating and growing their companies. What we should be asking is: What do my customers need and how can I help them? To begin to figure this out, you need to proactively reach out to customers.

Loyalty 181

Loyalty Tips Meeting Software 181

Stella Connect

MAY 11, 2017

The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Why are so many customer feedback programs so inefficient? So far, the service recovery team has had a chance to speak with and send new feedback requests to more than 1,000 of these customers.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

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. Much of the improvement has been driven by advancements in product innovation and digital technology. With rising customer expectations, good service is no longer good enough.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

FEBRUARY 20, 2018

The respondents were a group of active adults who fit the typical sportswear customer profile. The study revealed an opportunity for brands in this space to make a dent in the market, by simply providing a legitimate value and good experience to customers.

Industry 69

Industry Net Promoter Score How To Ecommerce 69

SurveySensum

MAY 2, 2024

In today’s customer-centric business environment, feedback isn’t just a bonus—it’s the lifeblood of success. From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights.

Examples 52

Examples Customer Service Social Media Loyalty 52

Retently

AUGUST 9, 2018

We’ve just mentioned that VoC research can help you enhance your products and services to make sure they better meet your customers’ needs. However, let’s go a little deeper, and look into the benefits of collecting, analyzing, and acting on customer feedback: 1. It Can Lead to Product/Service Improvement & Innovation.

Feedback 104

Feedback CEM Net Promoter Score Social Media 104

SurveySparrow

FEBRUARY 3, 2019

It is accessible, irrespective of network connectivity issues and auto-save the survey answers.Actually, your customers can pick up where they left off. Collecting feedbacks have never been easier. NPS software of SurveySparrow enables you to predict the loyalty of your customers and how likely they are to refer you to their friends.

Software 75

Software Customer Experience NPS Survey 75

ijgolding

JULY 15, 2016

I have written and spoken many times over the last few months about the current state of customer feedback mechanisms. Whilst a number of new, innovative ways of capturing customer feedback do exist, the majority of organisations around the world continue to seek customer opinion through traditional survey techniques.

Connections 120

Connections Feedback Airlines Survey 120

ClearAction

OCTOBER 1, 2018

VoC flows into additional data and insights to become customer intelligence. Apply customer lifetime value to customer intelligence and you’ll prioritize, motivate and sustain internal engagement in improvement and innovation efforts that your whole customer base will reward. Focus: administer CX programs.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Gainsight

SEPTEMBER 21, 2020

delivers the first smart manufacturing platform that empowers innovators to make awesome products. While Plex offers innovative solutions for manufacturers, they were looking for a partner to help build and sustain their customer success processes involving implementation and retention. Voice of the Customer.

System 52

System Government Customer Centricity Metrics 52

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? How to Calculate the Net Promoter Score (NPS®)?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40

SuiteCX

MARCH 31, 2015

Governance is focused on enhanced data, process innovation and new customer metrics. Provide feedback: 3.  Center of excellence managed by Cust Exp person from BU Decentralized Journey Governance Dispersed groups working on journey mapping. No common tools or process.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. How Do You Build a Voice of the Customer Program?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 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)? Many organizations believe that by gathering feedback and executing surveys, they have a VOC program in place. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101