PeopleMetrics

FEBRUARY 18, 2021

How To Close the Loop on Customer Feedback: Best Practices for 2021. Can customer feedback improve performance? But that all depends on how effectively you're closing the loop with your customers. Discover our award-winning Customer Experience (CX) blog: [link].

Feedback 62

Feedback Customer centricity Best practices Surveys 62

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

Tethr

MAY 21, 2020

There are countless articles out there about how you can secure more loyal customers. While there are tips, tricks and gimmicks out there to help you increase customer loyalty, the truth is that the best way to attract more loyal customers is to be a loyal company. Close the loop. So where do you start?

Customer advocacy 118

Customer advocacy Feedback Customer Experience Marketing 118

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. This unsolicited feedback data can come from three places.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. Here's how it works: when an individual customer has a problem, the front line of the operation is notified and can follow up to make things right. The ability to immediately follow up and resolve customer issues is reason enough to invest in VoC.

Feedback 83

Feedback Consulting Consulting Marketing 83

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? That’s great!

Feedback 117

Feedback Surveys Telecommunications Wait times 117

Lumoa

NOVEMBER 3, 2022

For a while now, Lumoa has offered a way to close the loop with your customers by using the Events page. This lets you make note of specific feedback, track who is taking actions on it, and get alerted if important feedback comes in. Events marked “Done” now highlighted on Impact page!

Analytics 83

Analytics Feedback Accountability Marketing 83

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Organize your communication channels Nick Chang recognizes that it can be challenging to build a customer-centric framework. Don’t forget to make your feedback scalable.

Journey mapping 80

Journey mapping Benchmark Metrics Surveys 80

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Analytics 94

Analytics Feedback Banking Surveys 94

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C SaaS 107

Nicereply

JUNE 26, 2019

Closing the loop with customers requires not only gathering responses but then acting on those insights. . The vast majority of businesses are well aware of the fact that listening to the customer’s voice is an imperative component of growth and improvement. What are the benefits of a closed customer feedback loop?

Feedback 92

Feedback B2C Advertising Customer centricity 92

inmoment

APRIL 30, 2020

To many customer experience (CX) practitioners, closing the loop refers solely to solving individual customer problems and making it clear that those concerns have not only been heard, but also addressed. There are actually two loops that organizations need to close. Taking The Loop Company-Wide.

Customer centricity 69

Customer centricity Feedback Employee engagement Customer Experience 69

GetFeedback

NOVEMBER 19, 2018

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. Although there are newer versions of the conversion funnel that track the Retention stage at the end, there’s an even better method of measuring and maintaining customer retention: the loyalty loop.

Customer retention 88

Customer retention Surveys Feedback Customer effort 88

Lumoa

AUGUST 18, 2022

” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. I mean, we get it. Undefined goals.

Surveys 83

Surveys Journey mapping Feedback Customer centricity 83

Quiq

JULY 22, 2022

How do you connect with customers throughout their purchase journey? Many businesses see live chat, also known as web chat, as just another tool for your customer support center. Leaders may see it as a necessary expense in order to connect with today’s online customers. What is customer journey mapping, anyway?

Chatbots 85

Chatbots Journey mapping Customer retention Advertising 85

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

inmoment

SEPTEMBER 10, 2020

You’d think a statement like that would go without saying, but I’m sure you can also recall many times throughout your life that a company broke its promise to you—and how that made you feel about the experience that the brand was trying to provide. Closing the Inner Loop. Closing The Outer Loop.

Feedback 52

Feedback Personalization Customer Experience 52

inmoment

JULY 22, 2020

Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business. Those tactics are as follows: Closed-Loop Programs.

Multichannel 52

Multichannel Customer retention Feedback Contact Center 52

GetFeedback

JANUARY 27, 2020

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. A great service experience exceeds expectations, delighting the customer with a memorable outcome.

Feedback 88

Feedback Surveys Journey mapping Metrics 88

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

Feedback 77

Feedback Best practices Customer retention Enterprise 77

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

Best practices 49

Best practices Metrics SaaS Sales 49

Hello Customer

APRIL 5, 2023

Be it because of slow webshops, complex sign-up processes, or endless communication loops with customer service, no matter how many hoops you jump through, you just can’t get things done. Today customers expect to have easy and seamless experiences with brands. If you’ve already made a customer journey map, great!

Customer Experience 52

Customer Experience Journey mapping Metrics Feedback 52

Satrix Solutions

OCTOBER 5, 2020

In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys. Here are some tips for showcasing the value of customer commentary. Tip 1: Quantify the Verbatim Results.

Surveys 78

Surveys Feedback B2B Engineering 78

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. What Is an NPS Software?

Surveys 103

Surveys Analytics Feedback Benchmark 103

customer sure

JUNE 19, 2022

In this blog we’ve talked many times about the importance of responding to customers. when they give you feedback. Acknowledging customers’ experience and where necessary telling them what you are going to do ( and doing it ), will immediately get you significant kudos. The good news is…. You don’t need to do this.

Feedback 62

Feedback B2C Morale Customer centricity 62

Nicereply

MAY 11, 2023

If you are handy enough, they allow you to gather data while customers are still engaged with your website or product. Many customers might close them out of habit without even glancing at the content itself (just imagine the response rates if you could avoid this!). Yeah… annoying. So why should anyone use them?

Customer effort 52

Customer effort Surveys Feedback Metrics 52

PeopleMetrics

MAY 4, 2020

Recover alerts immediately identify the customers who have had a recent poor experience. Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience. These are often detractors or emerging detractors.

Management 78

Management Customer centricity B2C Feedback 78

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. In this post, I want to talk about how brands can ensure that they close the loop and ensure that customer intelligence is acted on quickly and appropriately.

Best practices 66

Best practices Feedback Metrics Customer centricity 66

Anexa BPO

JULY 19, 2022

CX leaders tend to focus on structured data as a way of informing CX policies and determining the quality of customer experience. This type of feedback may be a bit more difficult to access and analyze, but at the end of the day, it can be a valuable resource – even if it is frequently overlooked. .

Feedback 52

Feedback outsourcing Customer centricity Customer Experience 52

ProProfs Blog

OCTOBER 30, 2021

The possibility of achieving sustainable business growth will get decimated if you cannot get on your customer’s pulse. This is where the importance of customer feedback plays its part. This is where the importance of customer feedback plays its part. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

Cisco - Contact Center

SEPTEMBER 17, 2020

Keeping Customer Experience Top of Mind. With most interactions between consumers and business happening online these days, customer experience has taken on a new meaning. American management consulting firm McKinsey, concluded that “A company’s competitive edge lies in seeing the world through the customer’s eyes.”

contact center solutions 111

contact center solutions Contact Center Surveys Enterprise 111

inmoment

JUNE 25, 2020

In our previous blog posts, we discussed what it means to listen effectively to customers in order to truly understand their feedback and its implications for a brand. What business leaders do with that feedback is crucial to driving significant, holistic customer experience improvement and a better financial outcome.

Customer Experience 40

Customer Experience Government Feedback Customer retention 40

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

PeopleMetrics

JULY 31, 2015

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you keep tabs on your experience. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers. They’re tuned in.

Feedback 118

Feedback Customer Experience Customer centricity Employee engagement 118

customer sure

DECEMBER 6, 2021

But probably unlike most people, I take the time to complete them and give my feedback. Let’s keep ‘the good, the bad and the ugly’ of survey design and length for another blog. The thing I wanted to talk about here was the strange ability some companies have to completely ignore the feedback I’ve provided them with.

Feedback 62

Feedback Surveys Personalization 62

ProProfs Blog

JUNE 19, 2020

Recommendations work like magic, especially when a customer recommends a company/brand to a friend, family & colleague. These customers tend to repeat their purchase and act as brand advocates at various events/situations. This reduces the cost of new customer acquisition significantly. What Is NPS.

Benchmark 117

Benchmark Surveys Feedback Entertainment 117