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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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.

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.

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.

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?

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.

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.

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.

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.

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

Read about 4 new ways to deal with negative customer feedback and unhappy customers on strategic level. Find out how to address customer feedback quickly and efficiently and encourage customer feedback from your promoters and detractors.

Find out how why customer feedback can play a crucial role in all your business operations and not only influence but significantly improve your business KPIs: from marketing and employee training up to product strategies and pricing.

When measuring customer experience, don’t just blindly follow CX established KPIs or metrics scores. Understand the text customer feedback and emotions of you customers. Find out what truly drives your customer experience.

Want to know how to collect customer feedback? How do design your customer surveys to ensure high response rate? Read about the best practices, find out when, where and how to ask for feedback and build a follow-up plan.

Analyze customer feedback in multiple languages. Don’t just ignore the voice of your customer, ask for text feedback in all the languages your customers speak. Learn which mistakes to avoid and check how text analytics can help you with translations.

You should not send customer surveys and you shouldn’t ignore customer feedback. How is that possible? Read why the most of customer feedback surveys don’t make sense and how to make sense of yours.

You might find that collecting customer feedback is simple, but it doesn’t bring you meaningful insights that you can use for your business straight-ahead. Find out about the modern customer feedback text analytics that will solve your problem.