What Are Customer Analytics?

Companies looking to approach the marketplace from a position of preparedness aim to align their offerings with consumers’ collective desires. Doing so requires that those in charge either consult a crystal ball or implement a precise customer analytics strategy. Customer analytics bridge the wide gap between a business’s assumptions and their target demographic’s actual preferences. […]

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Customer Journey Mapping: Templates, Examples & Tools

Defining the body of experiences your customers have with your company can prove highly beneficial in facilitating the overall improvement of your market offerings. Customer journey mapping highlights the many points of contact a customer encounters with your business as they work their way towards a specific outcome or goal. In addition to specifying such […]

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What is Voice of the Customer? Templates, Examples & More

As businesses race to define customer needs in ever greater detail while aligning their own market offerings to better cater to them, the importance of gathering intelligence from customers grows significantly. Voice of the Customer  or “VOC” is a technological approach to gaining insight into consumers’ collective interests. More specifically, through the use of Voice […]

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What is Sentiment Analysis? Tools, Best Practices & More

Analytics of all sorts provide invaluable insight to managers and team leaders in charge of call center operations. Among the many metrics worth considering to improve your organization’s efficiency, sentiment analysis stands out as particularly powerful. Whenever a customer interacts with your brand, their overall experience can play a significant role in deciding whether they […]

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Voice of the Customer Tools and Best Practices

As businesses work to deliver ever-greater service quality to their customers, new technologies continue to grow and develop to better accommodate their efforts. Voice of the Customer (VoC) tools are a powerful category of such offerings designed to help companies make sense of the feedback they regularly receive. Although business practices in the digital age […]

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What is NPS? Definition, Techniques, Tools and Tips from Experts

A Net Promoter Score® (NPS) is one of several scoring methods companies use to measure the customer experience and gauge customer satisfaction. Specifically, NPS is a value or metric used to gauge how happy and loyal customers are to a brand or organization. Customers and clients with a higher NPS are more likely to tell […]

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Customer Experience Analytics: 25 Expert Tips & Best Practices

Customer experience analytics describes a means to find and collect information about prospects and customers, and how that data is analyzed. Using customer experience (CX) analytics properly can yield a range of benefits, including: Highlighting problem areas within the sales and marketing procedures Finding ways to better serve customers (product updates, new features, etc.) Improve […]

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What is a Customer Experience Map? How to Create an Effective Customer Experience Map

A customer experience map is made up of all of the touchpoints a customer could or does have with your organization as well as the interactions that take place at each touchpoint. Similar to customer journey maps, customer experience maps go one beyond simply mapping the touchpoints, also analyzing customer behavior and customer-brand interactions across […]

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For Better Customer Experience, Take a Closer Look at Context in Your Contact Center

Contact centers contain a plethora of data that can drastically impact customer experience and your customer’s overall relationship with you. It’s the place where the voice of the employee, voice of the customer and the overall brand perception is conveyed. With all the interactions and words being exchanged and the importance of the insights that […]

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Customer Experience Management Tips & Best Practices

Customer experience management is the process of controlling interactions with leads and buyers at an organization with the goal of providing satisfactory care. Managing the experiences of customers is something that can seriously affect the overall health of a business. A poor customer experience (or CX) with a brand can lower satisfaction, retention and even […]

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3 Reasons Why Agent Empathy Makes for Happier Customers

The CallMiner Churn Index shows that listening is critical to keeping customers loyal. When asked about their emotional state before making a call to a call centre, the top response by almost half of consumers (46%) is that they just want someone to listen to them – in other words show empathy! Listening to a […]

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Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

The Voice of the Customer (VoC) represents your customers’ perceptions, needs, and requirements. Used as a research method to identify market opportunities, gauge customer sentiment, and gain insights into competitive advantages or weaknesses, VoC surveys are a valuable tool in your customer experience toolkit. Any VoC strategy is most effective when data is collected from […]

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What is Customer Journey Analytics?

Customer interactions don’t happen in a vacuum; your customers interact with your company through myriad channels and at many different stages throughout the buyer’s journey. While analytics for single-touchpoint, single-channel interactions provide valuable insights into the effectiveness of your messaging at that juncture, they fall short of painting the full picture. Enter customer journey analytics: […]

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The True Path to Measuring Customer Sentiment Through Speech Analytics

Sentiment analysis has become an industry phrase that has ushered in an acute focus for organizations toward as both a necessity in business success and a core differentiator in customer experience.  Sentiment analysis in the context of customer experience refers to gaining an understanding of how your customers feel about your products, promotions, brands, or […]

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6 Ways to Go Beyond the Survey with Speech Analytics

Feedback is everything when it comes to customer service and customer experience. It’s even in our company mission that “Feedback is a gift”. But today, most company’s still look to just solicited feedback, such as surveys, review sites and social media posts for how they are doing. That is only giving a portion of the […]

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Solution News: CallMiner Launches Customer Experience Solution Pack

CallMiner today announced the launch of a CX Solution Pack for enhanced customer experience insights both within and beyond the contact center. The CX Solution Pack provides customer intelligence from voice conversations, providing greater customer experience (CX) insight to complement and expand upon that gathered from surveys (solicited feedback). A continuous flow of CX insights is captured […]

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What is Voice of the Customer? 25 Experts Give Best Practices

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. However, the goal of this market research is to find the expectations, likes and […]

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Voice of the Customer Analytics: The Power of VOC Insights in Improving Service

One of the biggest challenge businesses face in providing better customer service is truly understanding their customers. Figuring out why customers are reaching out and what drives their decisions, behavior, and opinions of your brand are crucial to long-term success. To create a positive customer experience, not just before and during the sale, but after […]

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Top 5 Metrics for Measuring Customer Satisfaction

More than 90% of unhappy customers will never choose to do repeat business with you. But, 95% will if you fix their complaint instantly according to Lee Resource, Inc. As a smart business owner or manager, your priority needs to be creating satisfied customers. In today’s customer-focused business world, that means you need to view […]

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6 Steps to Improve Your Customer Satisfaction Surveys

I’ll be moderating conversations about VoC at next week’s Operations Summit and it got me thinking… It’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for a […]

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