The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer […]

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. 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. Unlocking the power of VoC […]

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity. If you’re wondering how to get started with your digital […]

A marketing strategy with an 89% retention and an even better purchase rate – sounds unreal, right? But with an omnichannel marketing strategy, these numbers are quite achievable.  In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue.  For example, Target, one […]

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this […]

Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service. So how do you ensure that all your customer experience (CX) initiatives are successful? In this article, Here are some […]

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. As a result, organizations can […]

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. Analyzing such data helps businesses learn the ins and […]

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management.  Think about it. Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter […]

A customer engagement strategy is vital to increasing customer loyalty and driving revenue. It will help you build relationships with existing customers. You’ll also attract new ones and create more opportunities for repeat purchases. Ultimately, it raises customer satisfaction with your brand. But it’s not something you create on a whim. You must plan, think […]

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. But customer feedback and insights are often the least accessible information in […]

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. How customers react to your products and services is vital data, but it’s only accessible […]

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. It allows companies to pinpoint their strengths and weaknesses and work on these issues quickly and flexibly.   Garen […]

Customer empathy allows you as a business to solve problems faster, create stronger bonds and get better insights from your customers.

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors.  Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue. And there are […]

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? How does a company remain committed to providing first-rate customer service in an economic downturn? Lumoa organized […]

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly.  Businesses that want to […]

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. The good news is that there are still ways […]

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? One […]

Building a customer experience strategy? This glossary explains most popular terms and definitions used by top customer experience and customer success masters, and gives hands-on tips to use them.

It can be challenging to get an overview of your voice of customer sources when the data is stored in different tools and platforms. Are customers talking or complaining about the same things? or is it different? and if it is, what do they talk about? In this article, we’ll share our best tips on how to overcome this challenge.

Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. But the […]

Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business […]

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. That’s why we’re here to help! This comprehensive guide will take you step-by-step through the essential […]

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer experience and data and disseminating its findings to improve the organization’s processes, products, and services. Furthermore, customers remember their good and bad experiences with brands. Having […]

Carlos Del Corral shares tips and best practices on how to create surveys that will not only increase your response-rates but also give you more insightful responses.

Consumers today are more vocal than ever, and they’re not afraid to voice their opinions. Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data.  One tool businesses can use to capture valuable insights is the transactional Net […]

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. However, how VoC data is collected, analyzed, and acted upon has changed. Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these […]

The Ecommerce industry has seen an impressive development in recent years. Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences. They can […]

People give public reviews on your product whether it’s on the App Store or Play Store, on TrustRadius or Capterra, on Tripadvisor or Booking.com. And, it’s more likely that you’re very familiar with how many stars or thumbs up you get on average. On the other hand, you might not know why people rate your […]

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. In the past two years, we’ve seen a massive surge in online shopping, from tech products to fashion items. E-commerce sales are now projected to […]

After a couple of years of hiatus, many Customer Experience conferences and trade shows are going back to live events, as you have already seen in late 2022 – or at least they are trying to. There are nonetheless also many options for those who are still not ready to travel and meet people, as […]

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. In this live panel discussion, experts in the field discussed the challenges telcos are facing, the importance of integrating a CX Strategy into a business, and more. This blog will share some […]

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services.  That said, there are a huge number of […]

Occasionally, you might get a feeling about your customers’ dissatisfaction with your latest line of products. However, you may not be able to fully understand the complaints. Or perhaps a mobile app that has recently been updated seems to have some issues, but you aren’t sure how to address them. Sadly, these problems may take […]

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground.  What does this mean for companies? It means that in order to stay ahead, they need to focus on delivering […]

Calculate your perfect Net Promoter Score. Find answers to the popular questions: Should you aim for the score of 100? Should you compare the scores to your competitors? Learn how to establish clear targets for your next Net Promoter campaign, benchmark and set up priorities.

Here’s an ideal scenario, an online user interacts with a live chat and inquires about something. Then you or a chatbot answers that inquiry. Finally, you ask in return if the user was satisfied with the service you provided, and the user happily takes the time to chat more and explain their feedback. Here’s the […]

“How likely would you be to recommend (insert business name) to someone?” – An endless question asked in multiple ways and several forms. Almost every day it feels like a deja vu moment since every company says, “Your opinion matters” or “You are important to use”.   I mean, we get it. In order to […]

To be an effective CX leader, you need to know how to sell customer experience to your boss, to the leadership team, to your peers, and to the whole organisation.

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. This number is even higher in specific regions like Ireland, Poland, and the United States, where more than 80% of people have openly expressed their concern with booming inflation. Companies in the retail space […]

To be an effective CX leader, you need to know how to sell customer experience to your boss, to the leadership team, to your peers, and to the whole organisation.

In our State of the Shopping Apps report, we explore the performance of the top ecommerce apps on Android and iOS based on customer feedback.

Collecting reviews is crucial, but learning how to use customer feedback is a completely different process. Learn how customer feedback can drive action in this blog post.

In this guest blog post written by our partner Allegro, you will learn 5 important things to consider when developing and implementing a customer experience strategy.

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer  “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most […]

You need more than a generic range to understand if your NPS score is good. Learn how to set industry NPS benchmarks and why you should have them now.

Setting the right survey response benchmarks can define the success of your customer experience management efforts. Learn which benchmarks you need to set.

Using customer feedback in marketing is essential to any marketing team. Read about 7 ways you can do that effectively.

Looking for the right Net Promoter Score software tools and dashboards? We out together a list of the top NPS software providers and reviewed each of them. Find out the right customer feedback software for your needs.

Unhappy customers can potentially damage your business. But studies show that 70% of complaining customers will return if their complaints are addressed, and up to 95% will return if their complaints are resolved quickly. Learn how you can turn your detractors into promoters.

Chat with Lumoa at Slush Built from the ground up with AI, Lumoa allows you to make faster, smarter, and the right decisions based on the Voice of the Customer. Fill out the form below to book a time to meet Lumoa at Slush on 1-2 December.   What is Slush? Slush is a student-driven, […]

Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.

CX design helps organizations act more customer-focused, which in turn promotes decisions that empower, engage, and enlighten customers.

As customer interactions become primarily digital, the quality of these digital impressions has a defining impact on your overall customer experience. But what is a digital experience, and how does it differ from a digital customer experience?

Complex customer experiences and new technology demand changes in the way we manage customer experiences. We have listed six next-generation CEM skills that you should learn.

The pandemic has changed and will continue to change many things about how we consume products and interact with businesses. So what does “post-Covid” CX look like?

Companies have traditionally looked to improve customer experience by focusing on particular touchpoints, which sometimes can create misleading results. Even if a touchpoint scores high for satisfaction, that doesn’t mean that the customer didn’t encounter any other problems.

We have listed our top 10 must-read customer experience books that will help you level up your customer experience management skills.

Diversity in customer experience is important since it allows for improved communication, empathy, and understanding towards your customers.

Cloud Contact Center as a service is an absolute need for all businesses who are scaling up. Ccas helps customer service agents to offer advanced customer support.

In episode 2, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences.

Episode 1: In this episode, we have Johanna Sinkkonen, CEO and co-founder of Lumoa, joining us to discuss the link between customer experience and business outcomes.

Prepare for the new and emerging trends in the world of customer experience. We have listed seven emerging customer experience trends for 2021 you should be aware of.

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data.

Calculating the sample size for your survey can sometimes be a bit tricky. In this article, we’ll guide you through the process of calculating sample sizes, and we’ll share some general rules on how to deal with survey projects where you struggle to get statistically significant results.

While numbers and ratings from research are easy to analyze, businesses require insightful qualitative data to have a complete picture of their customers.

By using integrations in customer experience you can easily automate your customer experience management processes. This will make it easier to manage and improve the customer experience as a result of increased actionability. Find out what the most common integration examples are in customer experience management.

Rating scales are a quick and straightforward way to engage customers with surveys. In this article, we will dig deeper into different types of rating scales.

In this article, we explain how and at what point in the customer journey you should measure the customer experience.

Multiple choice questions are common to use in surveys. But how should they actually be used in surveys to ensure good response rates and maximize insight generation? In this article, we’ll share best practices on how to use multiple choice questions in surveys.

Closing the customer feedback loop drives your business forward with a customer-centric strategy while including your customers in a dialogue about positive changes based on their needs.

Measuring customer loyalty can be done in a number of different ways. NPS, customer lifetime value, and customer loyalty index are a few ways to measure customer loyalty.

Customer service plays a quintessential role in the customer journey. Your support and frontline staff can indirectly affect the way your customers see your brand.

What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement.

Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty.

Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly.

Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused.

eCommerce customer experience is vital for online businesses that want to ensure a smooth online experience for their customers. We share 4 ways to boost your eCommerce customer experience that will increase customer loyalty and satisfaction.

Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it.

Businesses use voice of the customer programs to gather essential input for setting design specifications for products or services. It can also act as a springboard for future innovations. The goal of VoC is to give businesses a detailed understanding of what the customers’ needs and wants are.

Digital customer experience is the online experience and the journey your customers go through while interacting with your brand. As a result of increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever.

Conducting B2B customer surveys is for many a struggle. There are two major problems that B2B surveys often experience; not able to collect enough responses and hard to act on the feedback. Learn how to overcome these typical B2B survey problems.

What is voice feedback? With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we’ll explain what voice feedback is and how to generate customer insights from it.

A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis.

When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We’ll share everything you should know about allocating and managing your customer experience program when times are tough.

We recently sent out an NPS survey to all of our customers, asking them how likely they were to recommend Lumoa to their friends and colleagues. In this article, you can read more about the results, and how we manage and act on our customer feedback.

There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer.

Within customer experience management there are many manual and repetitive activities that have the potential to be automated.  We’ll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation. 

We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on. You have to consider which initiatives have the most potential to impact customer effort for your priority customers.

Every single team within your company can benefit from learning a bit more about your customers and what they’re thinking. In this article, we dive deeper into how different departments benefit from customer insights.

The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. 

Organizations are starting to realize the key to a world-class customer experience is nailing the employee experience first. After all, satisfied employees are more likely to create satisfied customers.

What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period.

Sometimes, asking your customers for open-ended feedback can be better than giving a long survey to answer. When you ask for open-ended feedback, the respondent usually comments on what they experienced to be the most critical things in the interaction they just had with your company.

Improve your customer experience right away using this simple step-by-step guide. Learn about the popular practices and avoid most common mistakes. Find a new approach to address your customers and act on customer feedback.

Customer Experience Customer experience (CX) plays a crucial role in business success, with 99% of CX leaders acknowledging its positive impact. However, only 3% of companies are truly customer-obsessed. Businesses that prioritize CX are more likely to be relevant, profitable, and successful. Unhappy customers can have significant consequences, as they are more likely to switch […]

In this article, we cover why ecommerce customer experience is so critical and offer some tips on how to excel in an online environment.

What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use.