customer feedback

When you fix an issue brought up by a customer’s feedback, do you also measure the business metrics associated with this workflow? It’s important.

Mundane customer surveys are things of the past. Half-wit insights and hidden bias, will only take your brands so far. Modern marketers need to whip up innovative strategies to glean valid feedback.

From creating a strong customer feedback loop to leveraging real-time ticket categorisation, AI is revolutionising customer support.

Ahead of the CX NXT KSA summit, Martechvibe spoke to some customer experience experts about the value of CX measurement and customer feedback, and the significance of using metric tools. Is CSAT your go-to CX metric tool, or is it ‘profit’? Regardless, measuring CX is not a question of addressing one metric, and brands need […]

Better customer experiences are more likely to lead to faster revenue growth for brands than poorer CX experiences do. The key to discovering how your brand can best provide the CX people want is to analyse customer feedback to understand demands, expectations, preferences, and how customers view their experiences. Businesses prioritising customer experience outperform their […]

Distorted content or unattended genuine customer feedback holds the potential to destroy a hard-earned reputation. The long journey to a better business starts with ORM. A whopping 89 per cent of consumers say they would be ‘fairly’ or ‘highly’ likely to use a business that responds to all reviews – be it positive or negative, […]

Customer data, when used optimally, can help companies predict trends and avoid backlash. According to a survey from Marketing Insider Group, which examined consumer reactions to products across sectors, 72 per cent of happy customers shared good feedback with six or more people. The ultimate quest for a brand is to create more happy experiences […]

Customer feedback has always been the top priority, even in the early days firms utilised post asking the consumers for their opinions. About 90 per cent of customers are influenced by positive reviews when buying a product. This means customers form a positive perception of brands that are proactive in collecting feedback. It reassures them […]

Call it the cookiepocalypse or the death of the third-party cookie. For years, marketers have been using cookies to collect data about their audience that helps them target ads to the right segments. But Google’s efforts to phase out the third-party cookie on Chrome browsers by 2022 means marketers need to change the way they […]

Luminoso announced a series of new capabilities in Luminoso Daylight, the company’s natural language understanding application that offers a fast way for businesses to analyse unstructured text data, such as product reviews, open-ended survey responses, and support tickets.​​ With the introduction of advanced sentiment analysis and a new insights dashboard, Luminoso’s users will be able […]