Thematic

MAY 29, 2025

Your NPS might drop five points overnight, but was it a confusing onboarding flow, a delayed delivery, or a missing feature that caused it? Without the customer’s own words, you’re just guessing. After a support call, a multiple-choice survey might confirm satisfaction, but not why that customer felt that way.

Survey 62

Survey Customer Journeys Feedback Analysis 62

Thematic

JUNE 9, 2025

You might track customer experience (CX) metrics like satisfaction scores or NPS (Net Promoter Score) to gauge your success. Often, the answer lies hidden in customers’ own words. " You might even include a direct customer quote: "They solved my issue in minutes – I’m impressed!"

Feedback 62

Feedback Data Effort Score Analysis 62

Thematic

OCTOBER 30, 2024

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. What is voice of the customer?

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

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? ” Net Promoter Score (NPS) Net Promoter Score is a popular metric used to assess customer loyalty.

How To 62

How To Net Promoter Score Analysis Social Media 62

Thematic

APRIL 1, 2025

Do you want to boost customer satisfaction, reduce churn, increase conversion rates, or improve a specific service? 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.” Be as specific as possible. Why is this important?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Thematic

MAY 28, 2025

The goal in this collection phase is to capture the whole customer voice, wherever your customers are talking. They created a dedicated “Voice of the Customer” team focused on turning feedback into improvements. How many customer suggestions have you implemented?

Voice of Customer 62

Voice of Customer Analysis Net Promoter Score Feedback 62

Thematic

FEBRUARY 12, 2025

In fact, Vodafone New Zealand used text analytics and NLP to analyze feedback from their Touchpoint NPS data. They found out key themes and segmented customers based on specific concerns. Having identified the most pressing issues for different customer groups, Vodafone prioritized improvements and tailored messaging.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

BirdEye

JUNE 25, 2025

See Pricing FREE DEMO 5 signs your business needs customer experience transformation Even the best-run businesses can miss the mark when it comes to customer experience. 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

SurveySensum

DECEMBER 2, 2024

It is a robust customer experience solution aimed at helping businesses make sense of NPS , predict churn rates, and get customer feedback. Its advanced features, such as real-time sentiment analysis and automated feedback tagging, ensure your team can swiftly respond to customer needs, driving product adoption and loyalty.

Feedback 52

Feedback Strategy Multi-Channel Analysis 52

SurveySensum

JULY 7, 2025

Full-Funnel Visibility : Combine Facebook reviews with NPS /CSAT survey data. For instance, a customer might give a 9/10 NPS score but post a comment about the packaging, showing you loyalty and a pain point. Survey Questions + Reviews (Did your NPS drop coincide with an increase in complaints about return policy?)

Analysis 52

Analysis Social Media Feedback NPS 52

SurveySensum

JANUARY 13, 2025

This helps you hear the customers voice, loud and clear, at every touchpointbecause when you understand their entire experience, you can truly deliver what they need. 3 Types of Omnichannel Feedback: The Different Ways Customers Speak to You Asking directly isnt the only way to gain feedback.

Omni-Channel 52

Omni-Channel Feedback Customer Insights Social Media 52

Thematic

MARCH 18, 2025

As said earlier, a customer insights platform is a tool that collects, analyzes, and organizes customer data from various sources, turning raw feedback into actionable insights. It does not require extensive customization and consultant-driven setups.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Thematic

APRIL 28, 2025

Case 3: Atlassian’s Infinite Feedback Loop with Thematic Atlassian , the software company behind Jira, Confluence, Trello, and other products, found itself drowning in customer feedback as it grew. Apple’s course-correction on Safari and Atlassian’s roadmap updates both show that customer voices drive change.

Feedback 62

Feedback Examples Analysis Roadmap 62

ImprintCX Articles

JUNE 20, 2025

form after I clicked unsubscribe.” • “Another NPS score nobody follows up on.” They’re not just “customer voice” — they’re customer truth. But when most people hear “survey”? They think: • “That annoying pop-up asking me to rate my sandwich.” • “A 20-question ‘how did we do?’ And that’s the problem. The Result?

Survey 40

Survey Brands Case Study Policies 40

DCX

APRIL 29, 2025

The customer feels every one of those contradictions. It answers five simple but powerful questions: What experience do we promise customers at every touchpoint? It will shape decisions, fuel loyalty, and remind every employee why the customer always comes first. Customers will show you what matters, if you listen.

Leadership 52

Leadership Touchpoint Loyalty Retail 52

NobelBiz

FEBRUARY 25, 2025

Customer Satisfaction (CSAT) understanding how customers feel about interactions. Net Promoter Score (NPS) measuring customer loyalty and advocacy. With AI, call centers can move fromreactive management to proactive optimization,significantly improving service quality and customer experience.

Call Center 52

Call Center Management Contact Center First Call Resolution 52

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? Net Promoter Score (NPS).

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

GetFeedback

MAY 24, 2019

Net Promoter Score (NPS) is one of the most popular metrics being used in business today. And while NPS has many supporters to sing its praises, there seems to be an equal number of critics who have emerged to decry it, citing a number of reasons why it should be abolished. Myth #1: NPS is not predictive.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

GetFeedback

MARCH 20, 2019

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. Why customer voice is important. the customer voice.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

Lumoa

FEBRUARY 20, 2018

Not many of them understand that customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team and consistently work on understanding the customer needs.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

Lumoa

JANUARY 31, 2023

Not many of them understand that the customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies, or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team, and consistently work on understanding the customer needs.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

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 419

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 419

GetFeedback

JANUARY 19, 2020

After my trip was over, I received one final request using a Net Promoter (NPS) rating scheme. This is the right time to use NPS. . Structured questions also make it easy to calculate scores such as NPS, CSAT, or CES. . The main weakness of surveys is they tend to get input from very happy or unhappy customers.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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 486

Strategy Customer Experience Net Promoter Score Customer Centricity 486

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 285

ROI Customer Experience NPS Financial 285

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 381

Strategy Customer Experience Net Promoter Score Effort Score 381

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

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

InMoment XI

OCTOBER 7, 2024

Smart Recommendations and Summaries Reduce time to insights and improve program engagement with coaching recommendations Let AI be your sidekick to make sense of your customer voice in seconds. Whether explaining sudden changes in performance or a shift in customer feedback, widget comments enable clarity for better decision-making.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

ijgolding

APRIL 15, 2015

CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP'

Net Promoter Score 120

Net Promoter Score Feedback Customer Experience NPS 120

Customer Bliss

DECEMBER 8, 2017

Where there were comments, it was an intensely manual process to decipher key themes, with what we call “air dives” done by individuals within the customer voice team. There is nervousness about picking a specific Net Promoter Score (NPS) number, which makes sense as we have yet to establish a benchmark.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

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

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

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’. Are you wondering how to look at NPS data to gauge and improve your brand growth?

NPS 59

NPS Net Promoter Score Data How To 59

Kayako

JULY 30, 2018

If not, what’s holding you back from these powerful opportunities to engage with your customers? Customer voice: Creating content through dynamic customer feedback and their perspective is the fastest way to successful content marketing. Generating content that is initiated from what customers do and say is powerful.

Marketing 159

Marketing Customer Experience Net Promoter Score Customer Voice 159

ijgolding

APRIL 4, 2016

I teach and talk about the importance of driving three “voices” or measurement into a business – Voice of the Customer, Voice of the Process AND Voice of the Employee – what is critical is that the way you measure CX MUST be reflective of “the truth” AND of the end to end customer journey.

Data 156

Data Customer Experience Effort Score Measurement 156