NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time.
How do you get loyal customers? A great customer experience (CX), of course.
In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a world where products and services are increasingly commoditized, and competing based mainly on price is not a viable long-term strategy.
An indisputable key component of a customer experience strategy is the Voice of the Customer (VoC) program, also known as customer voice. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company.
In your VoC program, there are two types of customer data that you should collect: structured data and unstructured data. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.
https://www.business2community.com/strategy/nps-ces-csat-which-one-is-the-best-metric-02242935/
With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
https://mopinion.com/leroy-merlin-chooses-mopinion-to-shape-online-voc-programme/
If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. And on the flip side, if you have already invested in a VOC initiative, there are multiple ways you can use this data to influence your company growth.
https://www.digitaldoughnut.com/articles/2019/january/how-to-leverage-your-customer-insights-for-growth/
We’re all well aware of gaining insight into the Voice of the Customer (VoC) to improve the customer experience. Increasingly over the last few years, we’re also starting to hear more and more about the Voice of the Employee (VoE) and employee engagement. But a lot of people fail to mention that VoE and VoC have a lot in common, and that a focus on one at the expense of the other, can hinder attempts to improve the customer experience.
http://customerthink.com/need-to-improve-your-customer-experience-start-by-talking-to-your-employees/
Website feedback tools and the VoC data we collect using these tools has become the backbone of the customer experience. These tools yield businesses with a more simplified way of opening up a dialogue with their online visitors as well as gain a deeper understanding into how they experience the website, mobile app or in a more general sense, the brand itself. With a surplus of these tools on the market, it can be rather challenging to select the right tool for your business. So don’t be hasty – take your time and evaluate your options…let’s start off with one of the more seasoned tools, Feedbackify.
https://mopinion.com/top-10-competitors-alternatives-to-feedbackify/
We’ve used the AI powers of Thematic to see whether we can find any juicy insights in customer feedback, and here’s what we found.
We’ve analyzed 16335 publicly available online reviews for 4 brands which often come to mind when thinking “luxury, global fashion brands”: Louis Vuitton (LV), Gucci, Prada, and Burberry.
They sit within a price range where you might think twice before purchasing them for all of your everyday needs (Louis Vuitton dish-wash cloths, anyone?), however with a bit of saving (or a few shameless credit card swipes later!), you might invest in some staples such as shoes, bags and scarves.
http://customerthink.com/deep-dive-into-customer-feedback-for-4-luxury-brands-what-can-they-improve/
Listening to your customers and using the feedback generated is widely considered essential to business success, so how do you make sure the your Voice of the Customer investment and activities will make a difference?
http://customerthink.com/voice-of-the-customer-whats-needed-for-success/
Customer feedback is the best source we have for collecting the consumer insights we need to improve our businesses. Asking for feedback, analyzing it and implementing product/service fixes where necessary can make all the difference for building brand loyalty and achieving success.
https://www.entrepreneur.com/article/315805/
When you're a high-level executive, it doesn't take much to lose track of what's going on at the lower levels of a business. In fact, it takes a special kind of executive to take lower level complaints seriously. It could be the key to a better business.
https://www.forbes.com/sites/forbestechcouncil/2018/07/17/11-insights-gained-from-executives-listening-to-customers/#3d06833946da/
In recent years, after the first quarter, I try my hardest to publish the top trends of the current year. One of those trends I’d like to focus on here and now is how having a strong CX (Customer Experience) philosophy is vital, critical to achieving growth. For both Brick and Mortar and Online.
The following are trends that should be of interest to businesses who aim to listen to the Voice of the Customer (VOC); the goal being to implement the technology needed to respond to that voice, boosting the customer experience, and the bottom line.
If you’ve only been talking about CX, Here are 6 2018 Trends that will inspire you to take action:
https://www.business2community.com/consumer-marketing/take-businesss-cx-next-level-2018-6-trends-02041477/
