InMoment XI

MAY 29, 2019

This article was first published as a Maritz Research White Paper. You can view the original paper here. View Article.

Social Media 200

Social Media Survey Feedback Customers 200

Bob Hayes

OCTOBER 23, 2017

Download the free 22-page white paper by clicking the image. We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., Download the complete 22-page white paper here. You can download the free white paper here. Competing on Analytics.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. To learn more about how unstructured data analytics is key to understanding the Voice of the Customer, read this white paper !

Analytics 488

Analytics Customer Insights Data Social Media 488

InMoment XI

OCTOBER 12, 2022

Not all VoC feedback comes from typical listening methods like surveys and focus groups, either. Your company can supercharge its market research efforts by defining the population you want to target with a survey, then creating samples that ensure you’ll have a match. So be bold in your strategy and use both VoC and market research.

Voice of Customer 295

Voice of Customer Marketing Social Media Feedback 295

InMoment XI

OCTOBER 11, 2021

If you make it clear to the employees you’re surveying that their identities will be protected, you’re more likely to receive high quality feedback. And if you’re interested in a more in depth guide to crafting the ultimate anonymous EX program, take a look at our white paper Just How Anonymous Is Your Employee Experience Program?

Employee Experience 493

Employee Experience Feedback ROI Culture 493

InMoment XI

SEPTEMBER 29, 2022

Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions. Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense.

Banking 493

Banking Retail Data Omni-Channel 493

AskNicely

DECEMBER 4, 2018

Dear Abby, How often should I be sending out surveys? Does survey frequency make a difference? Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? Why Survey Frequency Matters. Download our white paper on The New NPS Best Practices.

Survey 150

Survey Net Promoter Score NPS Call Center 150

InMoment XI

NOVEMBER 15, 2013

If you haven’t been following along, here are three white papers on the topic. Let’s wrap up our series of posts about our 2013 Online Review Study. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.

Social Media 200

Social Media Survey Study 200

InMoment XI

NOVEMBER 15, 2013

If you haven’t been following along, here are three white papers on the topic. Let’s wrap up our series of posts about our 2013 Online Review Study. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.

Social Media 200

Social Media Survey Study 200

InMoment XI

NOVEMBER 15, 2013

If you haven’t been following along, here are three white papers on the topic. Let’s wrap up our series of posts about our 2013 Online Review Study. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.

Social Media 200

Social Media Survey Study 200

Clarivate

APRIL 3, 2024

We explored these timely topics with a panel of experts, capturing their insights in a new white paper entitled “The future of the IP legal profession: Balancing the rise of artificial intelligence with human expertise.” You can access it here. Listen to the full panel discussion using the on-demand webinar link here. Embrace change.

Technology 59

Technology Strategy Analytics Government 59

Centriam Customer Experience Lab

AUGUST 23, 2018

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience. Imagine if you could increase your save rate, upsell attachment, or survey completion rate by 62%!

Customer Experience 150

Customer Experience Analytics Survey Report 150

Clarivate

DECEMBER 18, 2023

To get a pulse-check of the perception of AI in the IP industry, Clarivate surveyed 575 IP and research and development (R&D) professionals from law firms and corporations worldwide. The special report with full survey results can be found here: Redefining Artificial Intelligence. What did we learn?

Resources 59

Resources Case Study Innovation Report 59

ShepHyken

NOVEMBER 14, 2022

It’s a robust white paper published by Harvard Business Review, focusing on partnering with the best experts (vendors) in the customer experience (CX) world. Spend some time diving into this white paper, and you’ll appreciate the extra effort you might make to find the perfect partner to help you succeed. It’s a video.

Customer Service 69

Customer Service Loyalty Programs Loyalty Tips 69

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Customer Satisfaction 156

Customer Satisfaction Survey Feedback Tips 156

Vonage

FEBRUARY 13, 2017

Although surveys are currently the number one method businesses use for measuring feedback, speech analytics provides much more insight around the customer experience. Surveys, on the other hand, have a small sample size and only ask questions you think are the most important, which can create significant intelligence gaps.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

Confirmit

AUGUST 16, 2017

Confirmit provides businesses and researchers a powerful, end-to-end solution supporting the entire survey project lifecycle, from panel management and sampling to reporting and data visualization and all the analysis in between. In this eBook we’ll give you a taste of Confirmit Horizons survey capabilities, from design to delivery.

Survey 40

Survey Data eBook Social Media 40

Comm100

JANUARY 21, 2020

According to an Accenture survey, 42% of B2B leaders say they plan to implement online-only loyalty programs, 35% will offer online training for both internal teams and customers, and 32% will offer incentives for making sales completed through digital channels. This post is the second of two that are based on our Omnichannel white paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Confirmit

APRIL 16, 2020

In this white paper, we explore three key areas that businesses need to consider as they identify the way through the current environment: How do we support our team members? One of the big questions for CX teams and researchers is whether to continue with existing survey and feedback programs. How do we lead?

Customer relationships 52

Customer relationships Survey Feedback Communication 52

Zeisler Consulting

SEPTEMBER 27, 2023

Otherwise (as I’ve written recently ), you’re simply throwing your money away with surveys, interviews, and the like. White papers and ‘studies’ abound touting the goodness and awesome results guaranteed by “doing CX” (usually defined as putting someone “in charge of CX,” whatever that means) within your company.

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

CSM Magazine

SEPTEMBER 15, 2021

Today, intelligent marketing service Upside releases its first industry white paper on retail loyalty, which identifies that the value of one loyal customer is equal to that of twenty-two non-loyal customers. The selection of customers span the UK, 27% are based in London and 50% of customers are aged between 26 and 42.

Retail 52

Retail Report Banking Tips 52

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis. Who are they?

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Only focused on surveys. Direct feedback from customers can still come from surveys, focus groups, and interviews, all of which are important for product development.

How To 243

How To Social Media Analysis Feedback 243

Zeisler Consulting

JUNE 30, 2021

If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years. That’s awesome, and I’m sure the entire leadership team is intrigued. Instead, dig deeper.

Effort Score 93

Effort Score NPS ROI Case Study 93

Integrate.ai

DECEMBER 16, 2019

A recent Forrester survey found that 45% of executives have issues trusting AI systems. In our responsible AI white paper , we list the five key principles of responsible AI: Aligned: Models should be aligned to the populations they intend to benefit. The trust challenge PwC predicts that AI could deliver up to $15.7

Telecommunications 75

Telecommunications Industry Government Touchpoint 75

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. Complete this short survey. Please tell us how we are doing!

Customer Experience 88

Customer Experience Consulting Financial Customers 88

Calabrio

SEPTEMBER 21, 2016

Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper. In the last year, U.S. Your customers are talking. Are you listening?

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

Comm100

JANUARY 21, 2020

According to an Accenture survey, 42% of B2B leaders say they plan to implement online-only loyalty programs, 35% will offer online training for both internal teams and customers, and 32% will offer incentives for making sales completed through digital channels. This post is the second of two that are based on our Omnichannel white paper.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Talkdesk

DECEMBER 1, 2020

Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results. Reporting & Analytics: How an organization analyzes real-time and historical data to drive decisions and generate better business outcomes.

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

Confirmit

JULY 26, 2018

Read this short white paper to understand how the Voice of the Customer can help you to: Retain (and gain) customers. Voice of the Customer Product Innovation White Papers. Improve cross-sell and up-sell. Streamline processes. Drive change. Differentiate your company.

CEM 70

CEM Return on Investment B2C Financial 70

Confirmit

JUNE 12, 2017

This white paper tells the story of how we validated this tool, the insights it provides on best practices, and pertinent findings from a national benchmark survey conducted as part of the process. Voice of the Customer White Papers.

Customer Experience 40

Customer Experience Survey Tools Customers 40

Confirmit

JUNE 12, 2017

This white paper tells the story of how we validated this tool, the insights it provides on best practices, and pertinent findings from a national benchmark survey conducted as part of the process. Voice of the Customer White Papers.

Customer Experience 40

Customer Experience Survey Tools Customers 40

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! This week it’s all about surveys. The post Know Your Survey: Voice of Customer and Market Research appeared first on CustomerGauge.

Voice of Customer 72

Voice of Customer Survey Marketing NPS 72

Gainsight

OCTOBER 25, 2021

As you’re analyzing your user’s path, you can proactively eliminate friction points by peppering in in-product engagements , product guides, and surveys. Download our white paper and learn how the top SaaS organizations measure success for their product strategies. Pepper in strategic engagements.

Feedback 98

Feedback Roadmap Analysis User Experience 98

Clarivate

JULY 19, 2023

From a recent survey of 275 IP intellectual property (IP) professionals, 75% view patents as an important business driver and necessary for establishing a dominant market position. Patents are more than legal instruments. They are powerful business assets and keys to commercial success.

Analysis 52

Analysis Comparison Strategy Tools 52

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Similarly, employee surveys can gather some actionable feedback. Clearly, there’s a gap to close.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

inmoment

NOVEMBER 6, 2019

InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. . The Benefits of Adopting a Holistic CX Program . 2 Your CX and performance data is carefully and optimally organized. .

Strategy 40

Strategy e-support Feedback Technology 40