InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. For example, using surveys to collect feedback and sentiment analysis to understand emotional tone. It’s a static approach that doesn’t consider targeted outreach or customer feedback analysis.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

CX Journey

MAY 21, 2025

AI, automation, analytics – these tools are now central to strategic roadmaps. Start by asking: Do our employees have the clarity, confidence, and capability to meet customer needs today? Most importantly, invite honest feedback and act on it – early and often. Want to improve customer satisfaction? Yes, please.)

Technology 247

Technology Culture Innovation Leadership 247

Thematic

APRIL 21, 2025

Your users are your best source of feedback. That's why building a robust user feedback loop is crucial. That's why building a robust user feedback loop is crucial. Rather than treating feedback as a checkbox exercise, successful companies embrace it as a rich source of customer insights that guide their decisions.

Feedback 62

Feedback Roadmap Effort Score NPS 62

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. Continuous Improvement: Customer experience serves as a continuous customer feedback loop for product improvement and helps you to identify emerging trends, evolving needs, and areas that require ongoing enhancement.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Thematic

APRIL 30, 2025

That’s the power of the inner loop—a key part of a modern customer feedback loop that focuses on fast, frontline action. Unlike traditional systems that wait for issues to pile up, the inner loop empowers employees to respond to feedback in real time. Meet the “inner loop.” So, let’s go!

Feedback 62

Feedback Loyalty Handbook Social Media 62

Experience Investigators by 360Connext

JANUARY 5, 2022

This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Resources 369

Resources Customer Journeys Video Customer Experience 369

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

eglobalis

OCTOBER 1, 2024

These team members meet weekly to discuss high-level goals and how each department can contribute to shared objectives. For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns.

Customer Journeys 483

Customer Journeys Culture Effort Score Leadership 483

Wootric CX Blog

JULY 28, 2020

Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. Product roadmaps fit very strategically into this hierarchy. Next, turn those product goals into your product roadmap.

Guidelines 128

Guidelines Roadmap Net Promoter Score Exercises 128

ECXO

MARCH 21, 2023

Feedback from customers must be taken seriously, and the organisation must take action to address any issues that are identified. By involving the user in the design process and continuously adapting based on feedback, products and services can be improved to better meet the market requirements of your customers in your target audience.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Retently

MARCH 11, 2025

They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

Ecommerce 120

Ecommerce Self Service Management Customer Experience 120

InMoment XI

JANUARY 27, 2025

Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences. These tools unlock unstructured data, detecting feedback themes and anomalies.

Call Center 195

Call Center Contact Center Effort Score Apparel 195

Thematic

APRIL 21, 2025

To prevent this silent churn, forward-thinking companies implement structured customer service feedback loops. These customer feedback loops help identify issues early, allowing for continuous refinement of service processes.​ What Is a Customer Service Feedback Loop? Why does the customer service feedback loop matter?

Feedback 62

Feedback Customer Service Effort Score Net Promoter Score 62

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback How To B2C Social Media 195

InMoment XI

JULY 13, 2022

Determining your NPS is important, of course, but analyzing the open-ended responses to the follow-up question is what will help you understand the “why” behind your score and make NPS feedback actionable. Even if you can’t meet their needs, it is important that their feedback be acknowledged. What Do These Categories Mean?

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

AskNicely

APRIL 4, 2018

They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. Meeting customer needs a deep understanding of the complex problems they need to solve. Empowering an Entire Organization with Customer Feedback. Wendy Pochop. Get the Case Study.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

Thematic

MARCH 30, 2025

A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. We’ll explore customer feedback loop best practices to make the loop a powerful asset for your business.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Examine Your Current Roadmap.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

CX Accelerator

JUNE 8, 2020

As he points out, “The customer isn’t actually using their voice to provide feedback.” Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”.

Survey 345

Survey Social Media Contact Center Call Recording 345

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. You need to include questions which are likely to deliver actionable feedback. .

Survey 150

Survey Feedback How To Net Promoter Score 150

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. Ask your customers for feedback. If you want to boost customer retention, ask for customer feedback —and take real action with it.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

AWS Machine Learning

NOVEMBER 15, 2024

QnABot is a multilanguage, multichannel conversational interface (chatbot) that responds to customers’ questions, answers, and feedback. Usability and continual improvement were top priorities, and Principal enhanced the standard user feedback from QnABot to gain input from end-users on answer accuracy, outdated content, and relevance.

Financial 115

Financial Groups Chatbots Self Service 115

Gainsight

JANUARY 17, 2020

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. Chris Chumley.

Feedback 117

Feedback Roadmap Customer Success ROI 117

delighted

NOVEMBER 3, 2022

If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. Haven’t built or managed a product roadmap before? What is a product roadmap? Why is a product roadmap important? A product roadmap is your plan of action for the future of your business.

Roadmap 90

Roadmap Effort Score Tips Survey 90

ChurnZero

DECEMBER 19, 2024

Meanwhile, client feedback was overwhelmingly positive: our clients appreciated the hands-on support and clear pathway to maximizing their ROI. Our solution was to establish the ClearChampions User Group, using ChurnZero surveys, to engage some of our most valued clients for their feedback.

Customer Success 52

Customer Success Meeting Self Service ROI 52

InMoment XI

OCTOBER 7, 2024

Section-level filtering surfaces specific conversations with sections meeting your criteria, such as the exact speaker and certain mentions, ensuring you can focus on what matters most—understanding a customer’s intent or identifying agent performance improvement areas. Contact us or a dedicated account manager if you want to learn more.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

Calabrio

MARCH 22, 2025

In the process, contact center management is evolving to be a keyor perhaps the keysite for obtaining customer feedback, uncovering insights, and delivering experiences that fuel improved customer loyalty, better strategic decision-making, and support sustainable business growth.

Contact Center 130

Contact Center Management Strategy Call Center 130

Retently

NOVEMBER 27, 2024

Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. Regularly analyze and adapt your strategies to stay ahead of the competition and meet evolving customer expectations. It’s like a roadmap that shows where things are working – and where they’re not.

Ecommerce 152

Ecommerce Sales Strategy Tips 152

CX Journey

APRIL 30, 2025

Share these on the company intranet, internal newsletters, or during team meetings. Regular Persona Spotlights Dedicate a section in internal communications, like regular meetings or a weekly email or town hall presentation, to spotlight a persona. Let employees meet personas in an immersive way using AR and VR experiences.

Case Study 198

Case Study Roadmap Customer Centricity e-support 198

InMoment XI

MAY 3, 2024

Companies that prioritise understanding and meeting customer needs stand poised to thrive in a constantly changing marketplace. These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience. Foot Locker stands out as a beacon of innovation and customer-centricity.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback. Net Promoter S core is one of the most effective methodologies to capture customer feedback.

Analysis 114

Analysis Feedback NPS Effort Score 114

Feedbackly

JANUARY 11, 2024

helps our customers become CX heroes and get a sneak peek into our exciting product roadmap for the future: Excited to try it out yourself? Feedbackly is a front-runner in the new era of Customer Experience where Emotional Experience is brought into the heart of customer-centric thinking. our biggest release in years! demo surveys here.

Feedback 105

Feedback Roadmap Survey Customer Centricity 105

AskNicely

OCTOBER 18, 2015

A startup is totally reliant on its customers to provide the feedback loop for product development and spreading the word to their respective communities”says Wipster COO, Kristen Lunman. Get your customers to talk to them and provide feedback used to be a challenge for Wipster. Wipster is obsessed with customer happiness.

Video 186

Video Net Promoter Score NPS Roadmap 186

GetFeedback

JULY 19, 2019

In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. Customer feedback (aka Voice of the Customer ) is a gift. Customer feedback should be cherished, not evaded. Business is no different.

Data 262

Data How To Social Media Effort Score 262

Kayako

OCTOBER 16, 2017

Product feedback. With so many inputs going into customer satisfaction scores, companies often make the mistake of leaving the ownership of the survey and feedback process undefined. Customer Satisfaction surveys (CSAT) measure whether your product meets or exceeds buyers’ expectations. Example: increase net recurring revenue.

Customer Success 201

Customer Success NPS Roadmap Customer Satisfaction 201