Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! Identify pain points Feedback analytics software analyzes the feedback users share to identify, understand and quantify pain points.

Analytics 71

Analytics Software Feedback Management 71

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. This exercise of creating buyer personas is critical.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. This exercise of creating buyer personas is critical.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. What is an Anonymous Feedback Tool? Or seeking higher response rates?

Tools 52

Tools Feedback Analysis Survey 52

ECXO

OCTOBER 5, 2023

” Gain invaluable insights into how AI is poised to revolutionize feedback mechanisms, led by industry top expert Maurice FitzGerald. Explore three CX measurement eras, from basic metrics to data-driven NPS, culminating in the transformative Customer Experience AI era. This marks a revolution in CX assessment.

Survey 126

Survey Net Promoter Score NPS Exercises 126

GetFeedback

JUNE 12, 2019

Leverage customer feedback. Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. Our advice for leveraging your NPS data included two action items. After that, read your customer comments—and take them seriously.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

SurveySparrow

JANUARY 24, 2020

NPS is versatile as it can be sent not only during the end of a transaction but also at regular intervals which the company deems fit. It allows you to capture feedback at important intervals during the customer journey. There are two different types of NPS: Transactional NPS. Relationship NPS.

NPS 52

NPS Touchpoint Survey Exercises 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

System 338

System Effort Score NPS Net Promoter Score 338

Blake Morgan

OCTOBER 31, 2022

Instead of relying on NPS, brands should consider the most valuable metrics. Feedback is crucial, but brands must pay attention to customer data and not waste their time. Surveys are a nuisance because more often than not nothing is done in real-time with that feedback. If Not NPS Surveys, Then What?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. I spent the last 5 years building Thematic , a customer feedback solution.

Feedback 111

Feedback How To Analysis e-support 111

SurveySensum

APRIL 30, 2020

What is the Net Promoter Score (NPS)? In 2003, a loyalty consultant Fred Reichheld proposed a simple method to measure customer loyalty, called the Net Promoter Score® (NPS®) system. NPS is based on the question “On a scale of 0-10, how likely is it that you would recommend [company name /product/service] to a friend or colleague?”.

Net Promoter Score 52

Net Promoter Score NPS Survey Touchpoint 52

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Optimizing the feedback collection experience. Think really hard about how you're interacting with your customer when you're asking them for feedback.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

SurveySparrow

DECEMBER 22, 2019

It can be overwhelming for a business to start collecting feedback because there are so many ways you can do it and you don’t know where to start from or how to start one. We are here to help you with understanding the entire process of collecting product feedback. What are the right questions to ask to get feedback about my product?”.

Feedback 85

Feedback Net Promoter Score Social Media NPS 85

Waypoint Group

OCTOBER 29, 2020

Although getting feedback in a B2B doesn’t need to be difficult, it DOES need to be done in a B2B context. Are you guilty of treating your B2B feedback effort (nay, “survey”) like that of a consumer-focused company? ” Click here to watch: Should All Customer Feedback Be Considered Equal?

B2C 40

B2C B2B NPS Survey 40

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! WHY are we collecting feedback ? What’s the difference? It’s to make real changes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

SurveySparrow

JANUARY 24, 2020

Here’s what Bill Macaitis, Slack’s then CMO said about NPS-. I’m a huge believer in NPS. What is NPS? In short, your NPS score gives the perception of your brand among your customers. It is also a magnificent indicator of growth which can be simply understood by the increase or decrease of NPS score.

NPS 52

NPS Survey Net Promoter Score Feedback 52

Experience Investigators by 360Connext

JANUARY 12, 2021

Your VoC program can allow your leaders to follow a standard and sustainable model of collecting feedback at key moments along the journey, analyze that feedback, then turn those insights into action. If you gather feedback and measure it diligently but are not equipped to do anything about it, it’s not worth asking for it.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

SurveySparrow

APRIL 20, 2020

Net Promoter Score or NPS will be your weapon in your quest to capture the love of your customers. How to Use NPS to drive more sales? Well, they aren’t, but that doesn’t mean it is not possible to use NPS to drive business growth. You can use NPS to do as much damage control as you can. Here’s what you need to do.

NPS 52

NPS Sales Effort Score Net Promoter Score 52

Wootric CX Blog

JANUARY 3, 2021

Customer comments are the lifeblood of any CX program, giving you the “why” behind customers’ NPS, CES, and CSAT scores. But until recently, it’s been nearly impossible to make sense of feedback from hundreds of customers at a time. Analyzing customer feedback from unstructured text can be complex. 0 means no agreement.

Training 81

Training Feedback How To Effort Score 81

Experience Investigators by 360Connext

FEBRUARY 23, 2021

“NPS should be going up” doesn’t mean much. But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful. Celebrate employee feedback! Let employees know how you heard them and how their feedback created real change.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

CloudCherry

SEPTEMBER 26, 2018

A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. Respond – close the loop on customer feedback and improve customer experience. Understanding how your customers feel can be a bit of a nebulous exercise.

Analytics 221

Analytics Customer Experience Analysis Customer Journeys 221

SurveySparrow

MAY 21, 2020

NPS (Net Promoter Survey) surveys are usually sent once or twice a year (we are not talking about the transactional NPS surveys), the intent of a business is to get as many responses as possible so that the size is huge and the responses makes sense for the business in total. 20 Effective Tips to Improve NPS Response Rate.

NPS 52

NPS Survey Tips How To 52

SurveySparrow

DECEMBER 23, 2019

If you care about your customers, then customer feedback helps you understand their likes, dislikes, their opinion about your product, and so on. If you care about your employees, then it is imperative that you conduct employee feedback surveys as well. 82% of employees appreciate giving feedback, whether it is positive or negative.

Feedback 78

Feedback Survey Sales Exercises 78

CloudCherry

SEPTEMBER 26, 2018

A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. Respond – close the loop on customer feedback and improve customer experience. Understanding how your customers feel can be a bit of a nebulous exercise.

Analytics 240

Analytics Customer Experience Analysis Customer Journeys 240

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Fine-tuning your CX elements is a constant exercise. In its original, unfiltered form, customer feedback might come across as merely negative or positive.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Horizon CX

JUNE 10, 2022

For example, I worked with an organization that developed a voice-of-the-customer (VoC) program with the primary objective of achieving a high Net Promoter Score (NPS). Unless you’re committed to that, the mapping would merely be an exercise with no tangible business outcome.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Thematic

APRIL 3, 2024

By using their feedback to improve customer experience for all. Smoother customer experiences, better products, bigger cart sizes—it all starts with understanding your customers by using their feedback. Here are the crucial steps to transform customer feedback into tangible business improvements.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. Silent accounts are much more likely to churn than accounts that provide feedback: 76% of the accounts that churned did not provide feedback (i.e.

NPS 40

NPS Financial B2B Exercises 40

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Even better, you can see how each conversation resonates through NPS and CSAT feedback. Journey-based insights.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. Did a higher Net Promoter Score (NPS) lead to an increase in retention ? What goals did we miss?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

delighted

NOVEMBER 30, 2021

When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. . To get this information, you’ll need to ask your customers directly through customer feedback surveys.

Touchpoint 87

Touchpoint Customer Journeys Net Promoter Score Effort Score 87

AskNicely

OCTOBER 24, 2018

Your feedback is important. A colleague received a customer feedback survey from a Saas company. They ask what does the NPS number mean? In six months the telecom company goes through the exercise again. They aren’t actioning their NPS responses; they aren’t even looking at them until sometimes months later.

Net Promoter Score 150

Net Promoter Score Survey NPS Healthcare 150

Thematic

NOVEMBER 29, 2018

Do you gather vast amounts of customer feedback but don’t quite know how to get actionable, meaningful insights from it? If you keep analyzing your feedback but not knowing how to action it, this post is for you. Here are 3 places you can look for customer feedback to get actionable insights. Surveys such as NPS.

Examples 70

Examples Feedback How To NPS 70

ProProfs Chat

JUNE 26, 2019

How to Gather Feedback. #1 In this section, we have covered sample survey questions for customer satisfaction and customer feedback. You can frame the standard customer satisfaction survey questions for your feedback forms using these sample customer satisfaction survey questions. Customer Feedback Survey Question Examples.

Examples 75

Examples Survey Feedback Net Promoter Score 75

Maru Group

APRIL 17, 2023

Brand loyalty, satisfaction, and NPS are strongly correlated to positive emotional connections to the brand. Consumers cannot directly express the emotional dimensionality of the connection because the emotional feedback process occurs involuntarily and subconsciously within our System 1 pathway.

Measurement 74

Measurement Exercises Roadmap Consumers 74

delighted

OCTOBER 5, 2021

It starts by choosing the customer service metrics you want to measure, collecting experience feedback over time, and then measuring and acting on the collected customer support data. Net Promoter Score (NPS). Net Promoter Score (NPS) is one of the most popular customer satisfaction metrics around.

Metrics 90

Metrics Net Promoter Score Customer Service Effort Score 90

SurveySparrow

SEPTEMBER 15, 2019

It is highly likely you have been asked the famous question either through an NPS email survey or a widget, which is this-” How likely are you to recommend our product on a scale of 0 to 10?” Any NPS score above 0 is considered good. +50 ’ This NPS follow-up question should have multiple-choice options for the respondent.

NPS 40

NPS How To Survey Feedback 40