Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. After all, if you know what your audience wants before they do – you’ll be miles ahead!

Analysis 208

Analysis Survey Feedback How To 208

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. And if you want to become a real change-maker in your organization, you need to learn how to extract insights from customer feedback. An organization that can act on feedback.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Customer Bliss

NOVEMBER 18, 2020

The famous poet Maya Angelou wrote, “People will forget what you said and what you did, but people will never forget how you made them feel.” How do you measure a feeling? Measurements are important. He also has written more than 700 columns for many business journals, magazines, and top blogs.

Metrics 288

Metrics Customer Centricity Innovation Measurement 288

Lumoa

APRIL 21, 2022

It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. What will your answer be? That’s all very nice and as CEO that’s what you’ll be expected to say, and what you’ll want your people to hear. You have data.

How To 208

How To Self Service Banking Customer Satisfaction 208

Lumoa

APRIL 7, 2022

A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. We wrote a step-by-step guide that explains what NPS is and exactly how you can work your NPS out. We wrote a step-by-step guide that explains what NPS is and exactly how you can work your NPS out.

NPS 208

NPS Net Promoter Score Industry How To 208

GetFeedback

DECEMBER 26, 2018

Research shows that 45% of brand perception can be attributed to what a company says and how it says it. Your customers matter, and so do their opinions. That’s why it’s important to introduce additional measurement tools that reduce bias. If you really want to know what people think of you, start by listening up.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Totango

FEBRUARY 23, 2024

What do these four pairs have in common? From the key responsibilities of each role to activating and deploying the flywheel to the most important metrics to measure, Karen discusses all the hottest topics about this compelling collaboration. Bitter tech rivals put aside their differences to create world-changing innovations.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

Lumoa

JANUARY 19, 2023

What does the company want to achieve? What’s more, it will help you build a link between your CX team goals and the broader company goals. A customer journey map provides a detailed visual representation of how your customer moves through each interaction with your brand and what experiences they have.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

FEBRUARY 28, 2023

No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Or, you can improve your onboarding experience, but if your marketing copy makes false claims about what your product can do, you’re in trouble. Your customers are sharing their experiences online.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

BirdEye

DECEMBER 5, 2023

In this blog, we will explore the world of reputation management for businesses. Table of contents What is business reputation management? Why online business reputation matters Online business reputation matters because it’s a major deciding factor for customers in the digital age.

Brands 110

Brands Management Social Media Analytics 110

Vonage

SEPTEMBER 15, 2017

People take more notice of what leaders do rather than say, so engage leaders in ways that are visible to the organisation. Customer insight: Start with customer insight gathered from your most important target customers – uncover the functional and emotional factors that drive retention and word of mouth referral.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Feedbackly

SEPTEMBER 22, 2023

They can help you understand how well you cater to customer expectations and what to focus on to do better. Define Clear Objectives Start by identifying what you intend to measure in line with your business goals. Then, metrics like conversion rate, cart abandonment rate, and customer lifetime value (CLV) matter.

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

Lumoa

FEBRUARY 2, 2023

We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. In This Article: What is Customer Experience and Why Is it Important? What’s the Difference Between Customer Experience and Customer Service? Let’s get started.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Measurement 167

Measurement Customer Experience Net Promoter Score Effort Score 167

BirdEye

AUGUST 28, 2023

That’s what social media reach gives you. Measure the success of your social posts and gather insights about the demographics and interests of your followers. Discover why social reach matters and learn how to track and optimize it to boost your social media growth in this blog.

Social Media 98

Social Media Metrics Measurement Multi-Channel 98

ChurnZero

DECEMBER 29, 2020

Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Top 10 Blog Posts from 2020. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. 2020 was a real mixed bag of emotions. And Other Noteworthy News.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Brandwatch CX

NOVEMBER 8, 2023

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 98

Social Media Tools Analysis Metrics 98

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Gain Expert Insights on Conversational Automation.

Average Handle Time 130

Average Handle Time Return on Investment e-support Analytics 130

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. What questions do you include to not only garner responses but also drive your business forward? These invaluable insights can steer the course of your products/services to align closely with what truly matters to your customers.

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

SurveySensum

JANUARY 30, 2024

That got me thinking – what interview questions really help identify a great CX professional? This blog will not only provide CX interview questions that delve into the candidate’s understanding of CX but also help you select the ideal candidate for your company. Let’s get started!

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Feedback 52

Customer Bliss

AUGUST 28, 2020

So not just what we’re doing, but how we’re doing it. So we spent a large part of that time really trying to figure out what could be a simpler way of working. Here’s what we need to accomplish together. We looked really deep in and said, What do our customers need right now? Or can I sell it to them?

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

QuestionPro Audience

JULY 21, 2022

Implementing an insight community has recently become the most widely used research method. A recent study indicated that 74% of organizations employ some Insight Community to gather actionable insights from their target audience. One of them is the Online Insights Communities. What is an insight community?

Data 195

Data How To Advertising Study 195

Brandwatch CX

JUNE 15, 2022

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 144

Social Media Tools Analysis Metrics 144

BirdEye

JANUARY 12, 2024

In this blog, you’ll learn what hyperlocal social media marketing is, why it’s so beneficial, and how to craft a hyperlocal social marketing strategy. Table of contents What is hyperlocal social media marketing? Tools like Facebook Insights can provide valuable data about the people engaging with your page.

Social Media 109

Social Media Marketing Advertising Trends 109

Retently

JULY 28, 2023

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – to both make sure everything is going as it should and that the majority of the C-level can focus on other matters. What Is a CXO? What Does a CXO Do?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. Blogs for Product Managers. Here’s What We Learned. Want to get right to the good stuff?

Resources 80

Resources Management Conference Groups 80

Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.

Customer Success 101

Customer Success Customer relationships Exercises Communication 101

BirdEye

AUGUST 29, 2023

This blog post aims to simplify making customers happy and equip businesses with proven ways to improve customer satisfaction. See Pricing FREE DEMO Table of contents What is customer satisfaction? The 3 C’s of customer satisfaction 14 Ways to improve customer experience How do you measure customer satisfaction?

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

NobelBiz

FEBRUARY 27, 2024

Table of Contents What is Call Center Optimization? Elevate Operational Efficiency : Efficiency matters. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. Key Performance Indicators (KPIs) provide valuable insights.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Totango

FEBRUARY 23, 2023

CS operations can help you measure and manage Net Promoter Score (NPS), customer satisfaction scores (CSAT), utilization and adoption, and support tickets and escalations. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’” It’s not a set it and forget it metric.”

Tips 83

Tips Net Promoter Score Metrics NPS 83

BirdEye

DECEMBER 5, 2023

In this blog, we will explore the world of reputation management for businesses. Table of contents What is business reputation management? Why online business reputation matters Online business reputation matters because it’s a major deciding factor for customers in the digital age.

Brands 64

Brands Management Social Media Analytics 64

BirdEye

MARCH 17, 2023

The insights gained from social listening can be invaluable when it comes to making strategic business decisions. In this blog post, we’ll discuss why social listening matters and provide tips on making the most of your social listening efforts. Table of contents What is social listening?

Tips 98

Tips Social Media How To Analysis 98

SurveySensum

JANUARY 17, 2024

That means companies need to catch up on what two-thirds of customers think. And timing matters, too. And to help you level up your customer feedback game, this blog will discuss the 11 customer satisfaction survey design strategies! Using this insight, they made twelve different ads targeting specific buyer groups.

Customer Satisfaction 52

Customer Satisfaction Survey Feedback Groups 52

One Millimeter Mindset

AUGUST 23, 2018

You know what I am talking about. Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Do you know which factors these scorecards measure? Close deals. End of story.

Customer Retention 133

Customer Retention Sales Measurement Loyalty 133

Uniphore

JUNE 17, 2021

Why FCR Matters to CX. Nevertheless, FCR is a key metric to measure and understand since a high FCR greatly improves customer satisfaction and reduces the cost of callbacks, which can significantly improve your bottom line. Why FCR Matters to Your Agents. What Your Call Center Agents Rant About on Social Media.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

PeopleMetrics

JANUARY 21, 2021

Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. What is a touchpoint in the customer journey? And more importantly, which touchpoints should you measure?

Customer Journeys 62

Customer Journeys Touchpoint Exercises Measurement 62

Experience Investigators by 360Connext

MARCH 8, 2018

We both enjoy dissecting the moments that matter to customers and employees to truly understand what fosters a great relationship and yields professional and personal results. Here are five of the key tips and insights we discuss in the video above: 1. The leaders in #Marketing are being told ‘Guess What?

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125