InMoment XI

FEBRUARY 9, 2024

It’s driven, in part, by product innovation. For example, an organization can analyze purchase history and other interaction data to make a prediction about when a customer will be in the market for a new vehicle. Collecting and analyzing feedback is key to understanding customers’ pain points—and then working to alleviate them.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

InMoment XI

NOVEMBER 28, 2023

Online review management is the business process that involves monitoring, analyzing, responding to, and generating reviews across multiple online review websites, usually with the aim of supporting a company’s marketing strategy, building brand reputation, and improving overall business performance. What is Review Management?

Management 346

Management Marketing Social Media Guidelines 346

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Whether it be through surveys, focus groups, or even social media, businesses have access to valuable feedback on their products and services.

Analysis 208

Analysis Survey Feedback How To 208

InMoment XI

JANUARY 10, 2024

By analyzing these metrics, managers gain insights into an agent’s efficiency, effectiveness, and overall contribution to the customer experience. Manually processing and analyzing these recordings can be time-consuming and impractical. This process is essential for making audio content accessible, searchable, and analyzable.

Contact Center 260

Contact Center Omni-Channel Customer Satisfaction Retail 260

InMoment XI

SEPTEMBER 12, 2023

Whether you’re a startup or a market leader, understanding your competitors helps you make informed decisions, from product development to marketing strategies. They could be businesses offering similar products or targeting similar audiences. These tools help you transition from merely collecting data to intelligently analyzing it.

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

InMoment XI

JUNE 14, 2022

End users are finding products on their own and telling their bosses which ones to buy. Their success is rooted in products that end-users love. Product Led Growth codifies this end user-focused growth model. Product Led Growth codifies this end user-focused growth model. And it’s all happening at lightning speed.”.

Metrics 260

Metrics Net Promoter Score Effort Score NPS 260

InMoment XI

DECEMBER 22, 2022

This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! Here’s a voice of customer example in action: maybe you can see customers are purchasing lots of one specific product, but the repeat purchases are extremely low.

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

ShepHyken

MAY 13, 2024

I have added my comments about each article and would like to hear what you think too. My Comment: This article is about customer support. My Comment: Ragy Thomas is the CEO/founder of Sprinkler and one very smart dude! My Comment: I enjoy articles on customer service metrics. Engaging offers and new products.

Customer Service 73

Customer Service Loyalty Programs Customer Retention Metrics 73

IntouchInsight

APRIL 20, 2022

Here at Intouch Insight, we are continuously releasing new features and product enhancements. This month we introduced new features to the Intouch Platform and to IntouchCheck™ that will make analyzing data as simple as possible. Build custom record lists that include any program, product, or data points that you would like.

Data 156

Data Customers 156

InMoment XI

NOVEMBER 21, 2022

For instance, in the pre-purchase stage, in-store employees should have substantial knowledge about products and understand what customers need. Actively responding to customer questions, comments, and complaints can grow loyalty by putting a human voice to a brand.

Loyalty 260

Loyalty How To eBook Social Media 260

Lumoa

FEBRUARY 17, 2022

Lumoa Product News for February 2022 New guide available for our Zendesk integration Admins now have the ability to Integrate directly with their Zendesk account through our new Integrations Page! Check out Product news page to stay up to date with Lumoa! The post Product News – February 2022 appeared first on Lumoa.

Trends 208

Trends Data Feedback Customers 208

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. While feedback is manageable when you receive messages every once in a while, it becomes a burden when you receive dozens or even hundreds of comments a day.

Analytics 221

Analytics Customer Experience How To Trends 221

Lumoa

JANUARY 24, 2024

Example of sentiment analysis If there’s a lot of data, the categorization can be a very detailed one: instead of personnel, the categories can separate customer support personnel from sales personnel or divide the feedback about personnel into comments about their behavior, knowledgeability, responsiveness, etc.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Lumoa

DECEMBER 14, 2017

We are happy to announce the product update that our team has been working on for the last months. The update touches all your favorite features and turns them into even more a productive toolset, so you can dive deeper into your customer feedback analysis and execute accurate actions based on that. Have you seen the new update?

NPS 301

NPS Tips Feedback Trends 301

BirdEye

JULY 24, 2023

Why is it important to analyze customer feedback? Analyzing customer feedback Why is analyzing customer feedback difficult? Customer feedback analysis refers to the process of examining and interpreting the feedback provided by customers about a company’s products, services, or overall experience.

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

Thematic

DECEMBER 12, 2023

Qualitative feedback refers to insights gathered through open-ended responses, comments and opinions. When customers share their thoughts and comments, the product team uses this information to make enhancements. So, the product team can make improvements and meet customer expectations more effectively.

Analysis 62

Analysis Examples Feedback Social Media 62

Retently

APRIL 18, 2024

Key Takeaways In-app NPS surveys are essential tools for gathering real-time customer feedback , improving satisfaction, loyalty, and engagement, and providing actionable insights for product development in digital-centric companies. What’s NPS All About? Monitoring NPS scores is key.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

SurveySensum

NOVEMBER 24, 2023

And believe it or not more than 70% of customers trust their friends and family when it comes to product recommendations. Your NPS score helps you gauge your customer loyalty and satisfaction with your product, service, and overall business success. Read a few comments, and figure out some categories. But how to achieve this?

NPS 52

NPS Analytics Case Study Analysis 52

SurveySensum

NOVEMBER 2, 2023

To stay ahead, use a robust customer feedback platform to gather insights from various interactions, such as delivery experience, product usage, support queries, and website visits. Customer feedback is the valuable insights you receive from your customers about their experiences with your business’s products and services.

Feedback 52

Feedback Survey Social Media Net Promoter Score 52

ECXO

APRIL 10, 2024

When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience. This concept can be applied to customer experience as well.

Connections 111

Connections Customer Experience Social Media Analysis 111

Playvox

OCTOBER 20, 2023

But when you move to a world of digital or omnichannel customer support, the human language element goes away and it becomes much more difficult to gauge how customers really feel about our company, brand, products, and experiences. For example, an online review that says “I love my new laptop,” is easily interpreted as positive.

Analysis 82

Analysis Contact Center Effort Score How To 82

Thematic

DECEMBER 18, 2023

With easy access to OpenAI's ChatGPT product, organizations are exploring its abilities. Can they use it as a tool to quickly analyze data sets, such as survey responses and customer feedback? It is useful to analyze smaller datasets and to get a quick overview. Yes, OpenAI is a powerful tool. ChatGPT3.5

Feedback 62

Feedback Analysis Report Data 62

Thematic

DECEMBER 18, 2023

With easy access to OpenAI's ChatGPT product, organizations are exploring its abilities. Can they use it as a tool to quickly analyze data sets, such as survey responses and customer feedback? It is useful to analyze smaller datasets and to get a quick overview. Yes, OpenAI is a powerful tool. ChatGPT3.5

Feedback 62

Feedback Analysis Report Data 62

SurveySensum

DECEMBER 21, 2023

Suddenly, you come across a post of your favorite shoe brand, but the comments are full of bad reviews. It’s not just about that one product; it’s about the impact those comments can have on others thinking of buying. You see, around 54% of people like you check out a brand or product on social media.

Social Media 52

Social Media Strategy How To Loyalty Programs 52

SurveySparrow

FEBRUARY 24, 2024

Customer sentiment, or user sentiment, by definition, is the feelings, emotions, and preferences expressed by a customer about a brand, product, or service. Customer sentiment analysis uses automated tools and techniques to analyze and understand customers’ emotions, opinions, and attitudes in their feedback.

Analysis 52

Analysis Social Media Effort Score Survey 52

Win the Customer

AUGUST 8, 2023

Artificial Intelligence (AI) can be a transformative tool for businesses to collect, analyze, and act upon customer feedback in real-time, leading to continuous improvement in customer experience. Customer feedback is a goldmine of insights that can drive improvements in products, services, and overall experience.

Analysis 52

Analysis Feedback Chatbots Social Media 52

Thematic

AUGUST 21, 2023

If you're learning about analyzing customer feedback and voice of customer , then it won't be long before you come across the term 'feedback loop' This post breaks down what a feedback loop is, why it's an essential part of customer experience, and how to ensure success when implementing one in your own work.

Feedback 62

Feedback Analysis Customer Satisfaction Customer Retention 62

Thematic

SEPTEMBER 6, 2023

Do the customer comments actually make sense? Is the data valid - are the comments answering the question you wanted them to answer? Sample some of the comments Most tools give you examples of customer comments that align with the themes identified in the data. Do you agree that these comments are properly categorised?

How To 71

How To Analysis Feedback Data 71

Thematic

APRIL 17, 2024

Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. What is Customer Experience Analytics?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. What is Customer Experience Analytics?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. What is Customer Experience Analytics?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. Think of all the text relating to your product in reviews, surveys, chat / support logs and social media. But it's highly unlikely you have time to manually review massive streams of comments. It's masses of valuable qualitative data.

Analytics 71

Analytics Software Feedback Management 71

Thematic

FEBRUARY 29, 2024

We chatted with Lee King, to find out how they’ve been analyzing customer feedback data to drive better decision-making and revenue. Getting in-depth insights from customer comments As the Head of Insights, Lee needs to identify what matters most to customer segments and understand why. What helps a lender to sell a loan?

Marketing 62

Marketing Competitive Advantage Analysis Insurance 62

Magellan Solutions

AUGUST 4, 2023

Productivity is essential to success in many different fields. Productivity increases efficiency and also creates room for innovation and expansion. These AI tools for improving productivity are paving the way to improved efficiency. Today, we will explain how AI tools for improving productivity transform industry efficiency.

Tools 98

Tools Analysis Meeting Knowledge Base 98

BirdEye

SEPTEMBER 11, 2023

Manually analyzing this feedback can be time-consuming and prone to human biases. Customer feedback analysis examines the comments, reviews, and opinions customers share about a product, service, or experience. This makes sharing with various stakeholders, such as executives, product teams, or customer support, easier.

Feedback 106

Feedback Strategy Social Media Analysis 106

Thematic

JULY 11, 2022

When you have a lot of text feedback, like open-end survey responses, app review comments or twitter threads, how do you begin to make sense of it all? Thematic analysis is a systematic method of analyzing qualitative data. If you have 100 one-star reviews of a product, you know something's going wrong. What's a theme?

Analysis 77

Analysis Roadmap Banking NPS 77

BirdEye

SEPTEMBER 14, 2023

AI for small businesses enhances customer experiences, reduces operational costs, and increases production. Small businesses adopt AI for automating tedious work, analyzing consumer data, improving customer experiences, optimizing marketing efforts, and more. AI revolutionizes how enterprises find, collect, and analyze data.

Tools 109

Tools Strategy Chatbots Analysis 109