InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Imagine a world where every piece of customer data, every interaction, and every feedback converges, creating a tapestry of insights. Why Are Contact Center Analytics Essential?

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Retently

MARCH 11, 2024

Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. A balanced mix of closed-ended and open-ended questions in post-event surveys is essential for collecting a comprehensive range of feedback, from quantitative data to qualitative insights.

Survey 105

Survey Analysis Feedback Effort Score 105

Experience Investigators by 360Connext

AUGUST 19, 2020

It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful. But what if you don’t have an NPS program to speak of? You’ve heard of SMART goals… But what about SMIRC goals?

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Beyond Philosophy

JANUARY 4, 2024

Attending a conference to share projects and get feedback is an excellent way to help you navigate your career. For example, if you get an improvement in a Net Promoter Score (NPS)® 1 , even if it isn’t the score you want eventually, you should celebrate it. NICE Systems, Inc., and Fred Reichheld.

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97

Customer Bliss

DECEMBER 6, 2018

Through a workshop that lasted a few days, he clarified what CX is and asked them to participate in creating a maturity assessment based on how they felt about the company – looking at product design, networks, internal organization, and more. Next, Alvin outsourced a company to analyze data from behavioral experience and NPS research.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

InteractionMetrics

JUNE 21, 2023

In the context of sensitive employee feedback like DEI surveys and engagement surveys, most researchers consider the option for anonymity to be essential. But in our recent CXPA workshop roundtable on NPS for B2B companies, Bain’s Rob Markey disputed that premise. In research, it’s the norm.

Survey 52

Survey B2B Feedback NPS 52

ShepHyken

FEBRUARY 18, 2024

How to Become One of the Top Customer Satisfaction Companies by John Dijulius (John Dijulius) Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out with high customer satisfaction scores for delivering exceptional service in the United States.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

Customer Bliss

AUGUST 9, 2018

Be Brave, Bring Customer Feedback to the Forefront. With a focus on understanding who their customers are and what they want, Daniel gathered Voice of Customer data for their feedback on the PTC experience. The leaders were shocked by some of the feedback and were motivated to transform the experience. How is it used?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Experience Investigators by 360Connext

MAY 26, 2020

Here’s a tip that will save you time: When mapping your front stage actions, use existing resources — like your customer journey map or Net Promoter Score (NPS) feedback — as points of reference for your blueprint. A workshop preparation checklist. Click To Tweet. A service blueprint template worksheet.

Customer Journeys 143

Customer Journeys Net Promoter Score System NPS 143

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). Invite them into the feedback loop by sharing the complaints and comments they hear from customers. You can ask customers to provide feedback on their satisfaction along their journey.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

SurveySparrow

AUGUST 28, 2023

Surveys and Feedback: Leverage tools like SurveySparrow to gather insights directly from your audience. 5 Continuous Education Webinars and Workshops : Host regular webinars and workshops that educate users on advanced features and best practices. Adjust your tours and tutorials based on their feedback.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Retently

APRIL 5, 2024

Workshops, product launches, and live demonstrations can draw customers into the store and create buzz around it. By integrating backend systems and employing omnichannel feedback strategies, retailers can build a consistent and coherent journey that delights customers and sets the stage for lasting loyalty. The result?

Retail 78

Retail Engagement Strategy Customer Experience 78

SurveySparrow

NOVEMBER 24, 2022

It has advantages and is great for collecting customer experience feedback using its in-built user research methods. It is one of the best ways to collect feedback through surveys. SurveySparrow lets you gather contextual feedback at the right time, right place, and from the right people. SurveySparrow. Signup for Free.

Net Promoter Score 52

Net Promoter Score Survey Video Feedback 52

Clarabridge

OCTOBER 8, 2015

Use customer feedback to showcase your successes! You’re collecting truckloads of feedback from your customers. What you do with that feedback can elevate your role within the organization because you’re the one with the true pulse on what customers think, need, and want. Working toward that next big promotion?

Feedback 40

Feedback Net Promoter Score NPS Effort Score 40

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. Why did we choose NPS? This will lead you to reduce churn and increase your revenue.

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

Confirmit

SEPTEMBER 22, 2019

By listening to feedback, understanding what customers want and delivering industry-leading value through superior customer experience AIG’s customer satisfaction rates now reach a record of 91%. NPS increased by 11% due to heightened customer focus and improvement initiatives that significantly reduced costs.

Multi-Channel 40

Multi-Channel NPS Travel Case Study 40

Wootric CX Blog

AUGUST 20, 2020

Strategically adding features based on customer feedback and testing them to see how users respond is where it’s at. “Establishing a process for taking action on customer feedback is an easy way to boost customer lifetime value. Albacross uses NPS surveys in Intercom to understand which customers are happy and which are not.

Tips 88

Tips Roadmap e-support NPS 88

ClearAction

DECEMBER 5, 2023

Adapt quickly from user feedback frequently during development of your plan. Adapt quickly from ongoing feedback loops after you launch it. Right the First Time leads to Positive Word of Mouth (NPS) and Customer Referrals, which contribute to Growth from Promoters. Is this approach used for every growth effort in your firm?

Metrics 62

Metrics Effort Score ROI Policies 62

CSM Magazine

FEBRUARY 8, 2022

Airmeet’s immersive engagement suite empowers businesses and communities to connect with their audience, engage in meaningful conversations, exchange feedback, and build long-lasting relationships through events.

Engagement 52

Engagement Conference Multi-Channel Touchpoint 52

Help Scout

SEPTEMBER 14, 2021

However, through customer feedback, they found out about a prominent side-effect: hair regrowth. At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. “We

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

Smith+co CX

OCTOBER 20, 2021

The Corona Steering group then implemented a range of initiatives that were identified through our customer experience workshop; Eliminated the IVR system to create a much more personal call experience in the contact centre. NPS increased by 34 points (from -14 to +20) in 12 months. Feedback from the client. “We

B2B 36

B2B Customer Experience Marketing CEM 36

Wootric CX Blog

AUGUST 19, 2020

Strategically adding features based on customer feedback and testing them to see how users respond is where it’s at. “Establishing a process for taking action on customer feedback is an easy way to boost customer lifetime value. Albacross uses NPS surveys in Intercom to understand which customers are happy and which are not.

Tips 52

Tips Roadmap NPS e-support 52

SurveySensum

OCTOBER 3, 2023

Using an efficient automotive feedback tool , she found that most customers rated their experience a 9 or 10, but some noted communication issues during repairs. And just like Sarah, you too can elevate your automotive business by understanding and acting on your customers’ feedback.

Automotive 52

Automotive Customer Satisfaction Survey Social Media 52

SurveySensum

FEBRUARY 27, 2024

But how do you improve it for your company – BY LISTENING TO THE VOICE OF YOUR EMPLOYEES (with the help of a robust employee feedback tool , of course!) This can include training programs, skill-building workshops, access to educational resources, and opportunities for career advancement.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Gainsight

APRIL 15, 2019

Anyway, I’m glad you have last year’s blog in front of you, because in this one I want to revisit it to talk about how we’re making changes to Pulse based on that feedback. Just as a quick recap, we sent an NPS survey to all 5,212 attendees that included two open response questions: What were the best parts of Pulse 2018?

Hospitality 81

Hospitality Leadership Customer Success NPS 81

Blake Morgan

MARCH 13, 2023

Jessica is bringing KT Tape to everyday athletes by listening to feedback and building customer relationships. And even though revenue dipped during the pandemic, NPS soared to record levels and helped Zola recover. Each Rosewood property reflects the local culture and history and covers every possible detail a customer could need.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Retently

MARCH 18, 2024

Harness feedback, discover the key customer service survey questions that can transform your support strategy, and make every customer interaction count. Surveys come in various types, such as CSAT, NPS, and CES, each providing unique insights into customer satisfaction and loyalty.

Survey 130

Survey Customer Service Strategy Effort Score 130

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Investments that are directly tied to customer experience might include things like: Customer experience management tools, like customer feedback software or more robust Voice of the Customer (V0C) platforms, Customer Relationship Management (CRM) technology, or investments in customer data centralization. That’s how you prioritize.).

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Jeannie: She’s a TEDx speaker , CEO and Chief Customer Experience Investigator at 360 Connext , trainer, workshop leader, consultant, and podcaster.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SurveySensum

JULY 4, 2023

The store’s entrances are always brightly lit, like diamonds, to reflect its brand identity and attract customers. Improve your store entrance by using your customer’s feedback. Create Customer Service Feedback Surveys With SurveySensum – Request a Demo 5.

Retail 52

Retail Customer Experience Touchpoint Survey 52

SurveySensum

JULY 4, 2023

The store’s entrances are always brightly lit, like diamonds, to reflect its brand identity and attract customers. Improve your store entrance by using your customer’s feedback. Create Customer Service Feedback Surveys With SurveySensum – Request a Demo 5.

Retail 52

Retail Customer Experience Touchpoint Survey 52

NobelBiz

APRIL 18, 2023

CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective. Promote Transparency : Be open and honest with your team about company goals, KPIs, and areas for improvement, inviting their feedback and input.

Contact Center 52

Contact Center Call Center Management Gamification 52

SmartKarrot

FEBRUARY 2, 2022

Manage Client Health objectives and lead execution against all supporting activities including NPS capture and response and Calls to Action to restore Client Health. Provide feedback to the Product Team to help improve platform offerings. Lead customer engagement, webinairs and workshops. Build and drive adoption plans.

Customer Success 19

Customer Success Feedback NPS Customers 19

inQuba

FEBRUARY 7, 2023

It’s a voyage of discovery Rather than the journey map that was workshopped and immortalized on the boardroom wall, you need to understand your policy holders’ real journeys. Add an emotional layer by collecting customer feedback and emotional context at each step, in the moment. Fortunately, success is a science rather than a mystery.

Insurance 52

Insurance Customer Journeys Policies Communication 52

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. At Lumoa, we love NPS and widely recommend it to our customers.

Customer Experience 376

Customer Experience How To NPS Touchpoint 376

Kustomer

JUNE 25, 2020

Step two is doing the “actual mapping workshop.” Traditional “ voice of the customer ” feedback is the top data to pay attention to, but Annette mentions other data that will make a big difference as well. So you can bring in not just the voice of the customer feedback in all of its formats, right? Annette Franz: (16:43).

Customer Journeys 92

Customer Journeys Policies Customers Analysis 92

Thematic

APRIL 17, 2019

I happened to try a design thinking workshop and I remember thinking to myself, “This is what I should be doing!”. It means NPS and it means looking at our back end data. The NPS scores and open-ended text might show how or why certain people consistently rank us low. It means usability testing. It means brand awareness.

Roadmap 63

Roadmap Analysis Data Company 63