Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. In addition, you’ll learn how to use sentiment analysis to drive emotional impact.

Feedback 83

Feedback Customer Experience Customer centricity SaaS 83

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement.

Feedback 83

Feedback Banking Chatbots Automotive 83

Genroe

FEBRUARY 26, 2024

How to segment NPS feedback for more granular insights, including by customer demographics, behaviour, and purchase history. The post NPS Segmentation Analysis appeared first on Genroe | Customer Experience | Net Promoter Score.

Feedback 52

Feedback Customer Experience 52

Callminer

JUNE 6, 2017

When you don’t deliver what your customers’ want, the customer experience is less than desirable. CX Data Analysis is incredibly valuable.

Customer Experience 182

Customer Experience 182

Genroe

OCTOBER 4, 2023

What can you even […] The post The Critical Differences: Qualitative vs. Quantitative Analysis appeared first on Genroe | Customer Experience | Net Promoter Score. You look at the forms; there are numbers, scales, and paragraphs upon paragraphs of commentary. You pause for a moment to breathe. Where do you begin?

Feedback 98

Feedback Customer Experience 98

Helpware

JANUARY 25, 2024

Customer experience has been a hot topic in business conversations for over a decade. Customer expectations for CX quality are rising, and businesses are having to adapt in order to stay ahead of competitors.

Customer Experience 62

Customer Experience 62

Lumoa

FEBRUARY 7, 2023

By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image. Implementing a VoC program will help you understand your customers better and know where to focus your efforts on improving the customer experience.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Beyond Philosophy

SEPTEMBER 9, 2023

Being ready is critical to the successful implementation of artificial intelligence (AI) to improve your customer experience. The next competitive battleground for organizations will be predictive experiences, or experiences that anticipate customers’ needs. Is your data ready? Is your team ready?

Customer Experience 195

Customer Experience Technology 195

Playvox

OCTOBER 20, 2023

Despite its challenges, it’s critical that contact centers conduct customer sentiment analysis to gain a deeper understanding and meaningful insights into how their brand, products, and service delivery are perceived. What is Customer Sentiment Analysis? What is Customer Sentiment Analysis?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Genroe

MARCH 21, 2024

Unlock the power of customer feedback analysis! The post The Ultimate Guide to Customer Feedback Analysis: Strategies, Tools & Best Practices appeared first on Genroe | Customer Experience | Net Promoter Score. Learn the best methods and tools to drive growth and success.

Best practices 52

Best practices Feedback Customer Experience 52

LiveVox

MARCH 31, 2023

In this installment of LiveVox’s CX Reflex Series, veteran contact center guru and CX whisperer Annette Franz discusses how to use customer service data […] The post LiveVox CX Reflex Episode 3: Data Analysis, Journey Mapping, and the Customer Experience appeared first on LiveVox.

Journey mapping 70

Journey mapping Customer Experience Contact Center Customer Service 70

Callminer

AUGUST 20, 2015

How can contact centers leverage social media to improve the customer experience? Quicker response times, one-to-one engagement, and sentiment analysis & social listening are a few ways. Read more.

Customer Experience 182

Customer Experience Contact Center 182

Beyond Philosophy

FEBRUARY 10, 2022

One of the contributing factors to these disappointing results is an overwhelming amount of data surrounding Customer Experiences—and it’s resulting in analysis paralysis instead of providing excellent customer strategy insights. Try my podcast, The Intuitive Customer instead. Subscribe today right here.

Customer Experience 418

Customer Experience Consulting Consulting Metrics 418

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 83

Surveys Feedback Banking Best practices 83

Lumoa

APRIL 4, 2023

For a business to flourish, it has to understand its customers well enough to market effectively to them. One of the best ways to do that is through a customer profile analysis. Simply put, this process closely examines current and potential customers’ characteristics, traits, and preferences.

Customer retention 83

Customer retention Enterprise Marketing Surveys 83

Balto

JANUARY 11, 2024

” That’s the question I posed to a group of customer service professionals. ” Then why do we pester our customers with surveys? You can eliminate post-transaction surveys with a new sentiment analysis technique called the sentiment arc. Sentiment analysis has been used for quite some time.

Surveys 52

Surveys Customer Service Contact center software Calibration 52

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service. Happy Enabled Employees = Happy Customers. Voice of Customer.

Customer Experience 348

Customer Experience Transportation Feedback Metrics 348

LiveVox

JULY 27, 2023

Understanding business operations analysis and fulfilling customer needs and expectations have become paramount for sustainable success. But how can businesses effectively analyze their operations and align them with customer desires?

Personalization 76

Personalization Customer Experience 76

Genroe

OCTOBER 17, 2023

Excel is a very functional tool and it has the advantage of being on everyone’s desk.While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data.

Surveys 52

Surveys Customer Experience Feedback 52

MiaRec

JUNE 16, 2023

Most Voice Analytics solutions for contact centers offer either Machine Learning-based or lexicon-based Sentiment Analysis to help you understand how customers are feeling during calls. What Is Sentiment Analysis? It is a versatile tool that can enhance customer experiences, agent performances, and brand messaging.

Contact Center 65

Contact Center Analytics Customer Experience 65

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ShepHyken

JUNE 8, 2023

It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are? Customer churn and loss of repeat business 59% of customers will reduce or completely terminate their spending after a poor interaction.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Beyond Philosophy

MAY 28, 2021

However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships. Rule # 5: Focus on the art of the possible.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Playvox

SEPTEMBER 14, 2022

What Is Customer Sentiment Analysis? Customer sentiment analysis is a data-based way of measuring positive, neutral, or negative feelings in text like your customer’s emails, chats, texts, social media posts, and online reviews. So your support center can measure customer opinions no matter what words they use.

Feedback 79

Feedback Surveys Contact Center Engineering 79

LiveVox

DECEMBER 20, 2023

On the one hand centering patient experience and delivering exceptional care is paramount, but the reality of integrating all of the tools necessary to be able to make those exceptional experiences a reality poses a not-so-small challenge.

Cloud contact 93

Cloud contact Healthcare Contact Center Customer Experience 93

Tethr

NOVEMBER 13, 2020

In the era of advanced customer listening, tonal voice of customer sentiment analysis offers a lot less business value than it might suggest. So, why is focusing on the emotional tone of a customer conversation alone not going to give you the conversation insight you’re looking for? Some might even call it primitive.

Analytics 63

Analytics Airlines Engineering Construction 63

Genroe

OCTOBER 17, 2023

Dive into our 30-minute webinar to learn how the 5 Whys Approach can transform customer feedback into actionable plans for enhancing customer experience. The post Using 5 Whys Root Cause Analysis on Customer Feedback [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Feedback 52

Feedback Customer Experience 52

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Chatbots 292

Chatbots Customer Experience Cloud contact Contact Center 292

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Quadient

JULY 25, 2022

Customer Journey Analysis in 6 Easy Steps. The customer experience is the sum of all the interactions that a customer has over the life of the relationship with the brand. One of the ways we understand the customer’s experience is through mapping and analyzing the journey through all customer touchpoints.

Journey mapping 52

Journey mapping Transportation Analytics Customer Experience 52

Call Center Weekly

JANUARY 29, 2018

When we talk about “Deep Dives” or listening analysis, we are generally talking about taking a random sample of calls and listening for specific criteria within the audio. If you outsource your listening analysis this is also critical as the listening team may not be as familiar with the line of business they are auditing as well as you are.

Analytics 136

Analytics First call resolution Accountability outsourcing 136

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. In today’s hyper-competitive business landscape, understanding and meeting customer expectations is paramount for success.

Feedback 52

Feedback Chatbots Analytics Personalization 52

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 332

Technology Customer Experience Complaint resolution Gamification 332

AWS Machine Learning

NOVEMBER 22, 2022

Customer service departments could use this data to spot customer dissatisfaction and take corrective action. Traditionally, this data is collected via a batch process and sent to a data warehouse for storage, analysis, and reporting, and is made available to decision-makers after several hours, if not days. Full sentiment.

APIs 68

APIs CRM Feedback B2C 68