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Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution

eglobalis

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. In CX, the same applies to CSAT, CES, and whatever.

NPS 383
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Feedback Loops and Their Impact on the Customer Experience

InMoment XI

So many businesses today are focused on getting feedback for the sake of getting feedback. But, most businesses fail to act on a lot of the feedback they receive. In order to create a truly great customer experience, you need to implement a customer feedback loop that will integrate your customers into the business.

Feedback 260
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Top Customer Survey Questions for Valuable Feedback

InMoment XI

You have possibly come across this phenomenon in your customer surveying experiences. Asking the right question to get responses from customers is crucial to making surveys a valuable tool. Read on to learn more about the different types of customer survey questions and what questions can help you get the most valuable feedback.

Survey 493
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Digital Intercept: How to Collect Customer Feedback Without Ruining the Experience

InMoment XI

This little pop-up window is more commonly known in the customer experience (CX) industry as an intercept or digital intercept. Though the use of a digital intercept has great intentions, the unfortunate truth is that it can often harm the customer experience more than it improves the experience. “I barely just entered the page!”.

Feedback 598
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How to Close the Customer Feedback Loop and Open the Doors to CX Success!

When surveys show that customer journeys aren’t meeting expectations, companies need to take action. Most organizations “close the loop” on feedback by following up with customers afterward. Unfortunately, companies don’t always see a positive financial impact from these actions.

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How Quick Service Restaurants Can Leverage Customer Feedback in Every Department

InMoment XI

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . 1: Leveraging Customer Feedback in Operations.

Feedback 492
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Text Analytics in Customer Feedback: The CXO’s Secret Weapon

Lumoa

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 208
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Managing Product Feedback at Scale

As with all things related to customers, there’s an art and science to effectively dealing with each of their ideas. In this eBook, we’ll show you: How to gather, prioritize, and select the best ideas from your customers and stakeholders. How to make internal feedback more effective and inclusive.

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A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business.

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How to Close the Loop with Customers [E-guide]

Forrester reports that closing the loop with customers — communicating with them about their feedback — is the most important thing businesses can do to improve customer relations. And yet, 61% don't have a formal process for closing the loop.

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How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. When executed properly, a Voice of the Customer program will give you real-time insight into your customers’ experiences.

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Why Product Led Growth is a Customer Success Responsibility

As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.

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2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, its evolution into an actionable tool for customer feedback, and where the future of CX is headed.

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Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Have the drivers of customer experience changed? Download this eBook and discover how to adjust to get more from your customer feedback right now!

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Should Loyalty Metrics Be Reassessed Post-Pandemic?

The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Have the drivers of customer experience changed?