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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 Analyze Survey Results: A Guide to Mastering Customer Feedback Analysis

Lumoa

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. Customers are an integral part of any business’s success.

Analysis 208
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Not Just Another Blog Post on How to Improve Customer Experience

InMoment XI

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

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How to Use Customer Feedback to Drive Action

Lumoa

There is no doubt that customer feedback is one of the most valuable resources that companies have available. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple channels to collect mass feedback.

Feedback 208
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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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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.

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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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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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5 Ways to Supercharge Your CX Strategy

Customer experience is a powerful differentiator. Done well, it will not only increase customer satisfaction and drive loyalty, but can also provide a real competitive advantage. In our latest whitepaper, we look at 5 tactics that will help you get the most out of your customer experience program.

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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?

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Create a Team of CX Heroes on Your Frontline: Transform Your Company’s Culture!

For many employees, Customer Experience is just a number. This type of thinking contributes to a pervasive frustration with Customer Experience (CX), and in particular, Voice of the Customer (VOC) programs. and more specifically VOC feedback, an embedded part of your company’s DNA.

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How to Supercharge Your Customer Feedback Strategies with Messaging

With the recent acceleration of digital transformation, allowing customers to communicate with your organization in the easiest way possible is the starting, and perhaps the most crucial, point in their journey. Download this eBook and see how enabling digital channels like messaging can improve the overall customer experience.

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The Difference Between Customer Experience and Customer Feedback

While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.

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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.