Blog Archives – Lumoa

Customer Experience in Retail Guide: Strategies and the Future of CX

Let’s face it; running a retail business is unforgiving work. First, your brand needs to compete against hundreds of others in a crowded marketplace. Meanwhile, customers are rolling in options and will drop a brand for its competition the moment they have a negative experience. That’s why creating a customer experience (CX) that helps your […]

BlogCustomer ExperienceCustomer Experience StrategyCustomer service
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3 Feb 2023
How to Upgrade to an Advanced Customer Experience Strategy

Check the latest easy quick-win loyalty-boosting customer experience strategies to power up your CX in 2019!

BlogCustomer ExperienceCustomer Experience Metrics
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14 Feb 2024
Creating a Powerful Customer Insight Strategy

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

Customer ExperienceCustomer Feedbackcustomer insights
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8 Feb 2024
Text Analytics in Customer Feedback: The CXO’s Secret Weapon

What is text analytics for customer feedback? How to find the best text analytics software? How to do sentiment analysis and understand voice of customer? We answered these and many more popular questions!

BlogCustomer ExperienceCustomer Experience Metrics
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25 Jan 2024
A Guide to Choosing the Right Text Analysis Software for Your Business

What you can do and the benefits of a text analysis software. Find out what you need to think about when deciding on a text analysis software to invest in.

BlogCustomer Experience
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8 Jan 2024
What is the Role of AI in Customer Feedback Analysis?

Artificial Intelligence (AI) is used everywhere in customer experience management, especially in customer feedback analysis. Learn how you can benefit Natural Language Processing and why you should use a combination of machine learning and human intelligence.

BlogCustomer Experiencecustomer insights
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21 Nov 2023
Guide to Choosing a Customer Experience Platform in 2024

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 […]

BlogCustomer Experience
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7 Jan 2024
5 Creative Ways to Use AI for Sentiment Analysis

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. However, manually sifting through and evaluating this feedback […]

BlogCustomer ExperienceCustomer Experience MetricsCustomer Feedbackcustomer insights
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20 Dec 2023
How to Analyse Customer Feedback: A Real-Time Approach

What is real-time customer feedback? Find out why you should collect and analyze customer feedback as it comes in real time.

BlogCustomer ExperienceCustomer FeedbackCustomer service
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16 Oct 2023
The Definitive Guide to Creating a Standout Customer Experience Strategy Template

The customer is a mysterious creature. Just ask any business owner. And to achieve sustainable, long-term success, you need to understand what your customers want and need. One example is that, 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 […]

BlogCustomer Experience
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12 Sep 2023
Happiness in Customer Experience: A Competitive Advantage

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. But in this pursuit of numbers, we mustn’t lose […]

BlogCustomer Experiencecustomer insightsCustomer service
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24 Oct 2023
How to Analyze Survey Results: A Guide to Mastering Customer Feedback Analysis

Analyzing survey results is more than just crunching numbers – it’s also about unlocking stories, understanding needs, and adapting to changes. These in turn, can shape Customer Experiences. Welcome to a guide that’s all about making sense of those stories hidden within your survey data. Whether you’re a seasoned CX professional or just dipping your […]

BlogCustomer ExperienceCustomer Feedbackcustomer insightsSurveying
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9 Aug 2023
Customer Experience Digitization: 7 Strategies to Get The Best Results

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 […]

BlogCustomer Experience
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18 Jul 2023
6 Ways to Improve Omnichannel Customer Experience

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 […]

BlogCustomer Experience
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27 Jun 2023
Understanding Negative NPS Score: Causes, Impact and Solutions

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 […]

BlogCustomer ExperienceCustomer Experience Metrics
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14 Jun 2023
Building Relationships Across Departments for Customer Experience Success

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 […]

BlogCustomer Experiencecustomer insightsCustomer service
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6 Apr 2023
Sentiment Analysis on Customer Feedback: A Guide to Enhance Customer Experience

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 […]

BlogCustomer ExperienceCustomer Feedback
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9 May 2023
The Benefits of Customer Profile Analysis for Business Growth

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 […]

BlogCustomer ExperienceCustomer Experience Metrics
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4 Apr 2023
Buyer’s Guide to Customer Experience Analytics

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 […]

BlogCustomer Experiencecustomer insights
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19 Apr 2023
Create a Winning Customer Engagement Strategy

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 […]

BlogCustomer ExperienceCustomer Experience Metrics
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4 Apr 2023
Creating an Action Plan For Your Customer Feedback Strategy

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 […]

BlogCustomer ExperienceCustomer Feedback
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10 Mar 2023
How to get Insights from Customer Conversations & Analytics

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 […]

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7 Mar 2023
The Power of Customer Empathy in Supercharging Your Customer Experience

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

BlogCustomer ExperienceCustomer service
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9 Mar 2023
What Telcos Can Learn About CX From Other Industries (And The Other Way Around)

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 […]

BlogCustomer ExperienceCustomer serviceCustomer Support
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8 Mar 2023
Optimizing your customer feedback strategy

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 […]

BlogCustomer ExperienceCustomer Feedback
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1 Mar 2023
How to Re-energize Your VoC Program

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 […]

BlogCustomer Experiencecustomer insights
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22 Feb 2023
How to Create a Voice of Customer Template for Your Business

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 […]

BlogCustomer ExperienceCustomer Experience MetricsCustomer FeedbackCustomer service
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17 Feb 2023
Why are We Still Talking About CX in Financial Services?

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 […]

BlogCustomer ExperienceCustomer service
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3 Mar 2023
What is Voice of the Customer: Surveys, Feedback and Research Practices

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.

BlogCustomer Experience
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8 Feb 2023
Improve Your Customer Service with a Customer Experience Audit Checklist

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 […]

BlogCustomer ExperienceCustomer Experience Metrics
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27 Jan 2023
Measuring Customer Satisfaction: Tips and Techniques

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 […]

BlogCustomer ExperienceCustomer Experience MetricsCustomer Feedback
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6 Jan 2023
Survey Design Best Practices And Guidelines

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.

BlogCustomer Experience MetricsSurveying
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3 Jan 2023
What is tNPS? Understanding Transactional NPS

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 […]

BlogCustomer Experience MetricsNet Promoter ScoreSurveying
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2 Jan 2023
The Ultimate Guide: How to Build a Customer Experience Department

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 […]

BlogCustomer ExperienceCustomer Experience MetricsCustomer Support
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20 Jan 2023
Voice of Customer Data Analytics: What, Why, and How to Do It

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 […]

BlogCustomer ExperienceCustomer FeedbackVoice feedback
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16 Dec 2022
Amplify Customer Experience in Retail with Conversational AI

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 […]

BlogCustomer ExperienceCustomer Support
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30 Nov 2022
How to use public reviews to improve customer experience

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 […]

BlogCustomer Experiencecustomer insightsCustomer Support
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9 Dec 2022
How Does Customer Experience Drive Business Growth?

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 […]

Customer Experience
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21 Oct 2022
Evolution of Customer Experience in E-Commerce 2023

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 […]

BlogCustomer Experience
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18 Nov 2022
The Best Customer Experience Conferences in 2024

After a hiatus spanning a couple of years, numerous Customer Experience conferences and trade shows are making a return to live events in 2024, building on the tentative steps taken in late 2023. For those still hesitant to travel, organizers have honed their virtual offerings to deliver an experience akin to face-to-face interactions, incorporating interactive […]

Customer Experience
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18 Dec 2023
What is the role of customer experience in the telecoms industry entering 2023?

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 […]

Customer ExperienceCustomer serviceExperts in the Spotlight
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2 Nov 2022
Closing the loop with Lumoa Insights

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 […]

customer insights
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23 Sep 2022
The Future of Customer Experience in Banking in 2023

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 […]

Customer ExperienceCustomer Experience Metrics
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30 Sep 2022
What is a good Net Promoter Score?

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.

BlogNet Promoter Score
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16 Sep 2022
Collect feedback that drives powerful results – Interview with Christian Lelo de Larrea Gaudiano

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 […]

Customer ExperienceCustomer FeedbackSurveying
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2 Sep 2022
What is survey fatigue and how can you prevent it?

“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 […]

BlogCustomer ExperienceCustomer Feedbackcustomer insights
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4 Jan 2023
The Role of Customer Experience in Telco

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.

Customer ExperienceCustomer Experience MetricsCustomer Feedbackcustomer insightsCustomer serviceCustomer Support
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22 Jul 2022
How to Sell Customer Experience to Your Organisation

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.

Customer ExperienceCustomer Experience MetricsCustomer Feedbackcustomer insightsCustomer serviceCustomer Support
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1 Jul 2022
The State of the Shopping Apps Report for 2022

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.

Customer ExperienceCustomer Experience MetricsCustomer Feedbackcustomer insightsVoice feedback
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20 May 2022
How to Use Customer Feedback to Drive Action

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.

Customer ExperienceCustomer Feedbackcustomer insightsVoice feedback
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3 Jun 2022
A to Z Guide to Customer Experience Definitions and Terms

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.

BlogCustomer Experience
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10 Feb 2023
How to Transform Customer Support – A Play in 3 Acts

“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 […]

Customer ExperienceCustomer Support
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22 Apr 2022
Average Survey Response Rate You Should Aim For

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

Customer FeedbackSurveying
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24 Mar 2022
7 Ways to Use Customer Feedback in Marketing

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

Customer Feedback
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11 Mar 2022
How to Set Industry NPS Benchmarks and Why It Matters

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.

Customer ExperienceCustomer Experience MetricsNet Promoter Score
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8 Apr 2022
10 Most Relevant NPS Software Platforms

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.

Customer Experience MetricsNet Promoter Score
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12 Jan 2022
Lumoa x Slush 2021

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, […]

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19 Nov 2021
How to Turn NPS Detractors Into Promoters

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.

Customer ExperienceNet Promoter Score
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3 Jan 2022
Business Value and ROI of Customer Experience: The Step-by-step Guide

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

Customer Experience
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30 Nov 2021
Introduction to Customer Experience Design

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

Customer Experiencecustomer insights
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10 Nov 2021
What is Digital Experience?

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?

Customer ExperienceCustomer Feedback
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7 Oct 2021
Must-Have Customer Experience Management Skills for CX Professionals

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.

Customer Experience
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9 Sep 2021
Accelerating the Customer Experience post-COVID

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?

Customer Experience
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24 Aug 2021
Utilize Customer Journeys to Transform the Customer Experience

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.

Customer Experience
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3 Aug 2021
10 Best Customer Experience Books

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

BlogCustomer Experience
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21 Mar 2023
Diversity in Customer Experience: What, Why and How

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

Customer ExperienceEmployee Experience
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23 Jun 2021
CCaaS Trends: The Evolution of Cloud Contact Centres

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.

Customer ExperienceCustomer service
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23 Jun 2021
Ep 1: Inside CX by Lumoa – Linking Customer Experience with Business Outcomes

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.

Customer ExperienceCustomer Experience Metrics
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15 Apr 2021
Emerging Customer Experience Trends in 2023

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.

Customer ExperienceVoice feedback
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8 Nov 2022
Actionable Insights: What, Why and How

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

Customer Experiencecustomer insights
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1 Apr 2021
How To Calculate Survey Sample Size: A Simple Guide

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.

BlogCustomer Experience MetricsSurveying
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3 Mar 2021
What is Qualitative Data and Why You Should Collect it

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

Customer Feedbackcustomer insightsSurveying
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23 Jun 2021
Rating Scale: Survey Questions and Examples

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.

Surveying
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26 Jan 2021
Using Integrations In Customer Experience

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.

Customer ExperienceCustomer Feedback
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16 Feb 2021
Multiple Choice Survey Questions: Advantages and Disadvantages

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.

Customer FeedbackSurveying
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10 Dec 2020
5 Customer Journey Touchpoints to Measure

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

Customer ExperienceSurveying
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7 Jan 2021
Customer Feedback Loop: What Is It and How to Close It

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.

Customer ExperienceCustomer Feedbackcustomer insights
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13 Oct 2020
Guide on How to Measure Customer Loyalty

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 ExperienceNet Promoter Score
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8 Sep 2020
The Importance of Customer Service to the Customer Journey

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.

Customer ExperienceCustomer service
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17 Sep 2020
How to Justify a CX Investment to Your CEO

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.

Customer Experience
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20 May 2020
How to Increase Customer Engagement

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 Experience
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25 Aug 2020
Customer Service VS. Customer Experience: What is the Difference

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.

Customer Experience
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25 Aug 2020
3 Ways To Balance Customer Acquisition and Retention Strategies

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.

Customer Experience
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25 Aug 2020
60 Inspirational Customer Experience Quotes

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

Customer Experience
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25 Aug 2020
4 Ways To Boost Your ECommerce Customer Experience

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.

Customer Experience
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9 Jun 2020
How to Build Your Voice of the Customer Program?

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.

Customer Experience
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11 May 2020
B2B Customer Surveys 101

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.

Surveying
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23 Apr 2020
The Difference Between Transactional Surveys and Relationship Surveys

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.

Surveying
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20 Feb 2020
5 Ways to Improve Digital Customer Experience

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.

Customer Experience
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28 Apr 2020
What is Voice Feedback and How can You Generate Customer Insights From it?

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.

Customer ExperienceCustomer FeedbackVoice feedback
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14 Apr 2020
CX Management for Growth Companies – Lumoa Leads the Way

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.

Lumoa Updates.
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12 Mar 2020
7 Ways to Allocate Customer Experience Resources More Wisely

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.

BlogCustomer Experience
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20 Mar 2020
How to Use Automation within Customer Experience

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. 

Customer Experience
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14 Feb 2020
How to Prioritize Customer Experience Needs

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.

Customer Experience
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31 Jan 2020
How Great Employee Experience Influences 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.

Employee Experience
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22 Oct 2019
What Customer Churn is and How to Calculate it

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.

Customer Experience Metrics
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17 Sep 2019
How to Improve Customer Experience: A Step by Step Guide

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 ExperienceCustomer Experience Metrics
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1 Feb 2023
Why Ask for Open-Ended Feedback in Surveys?

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.

Blogcustomer insights
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26 Aug 2019
How to Create a Customer Journey Map in Three Steps

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. 

Customer Experience
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4 Dec 2019