- below-the-line
- brand reputation
- brand sentiment
- business success
- customer centricity
- customer complaints
- customer data
- customer experience
- customer experience officer
- customer feedback
- customer listening
- customer review
- customer reviews
- customer touchpoints
- CX transformation
- data analysis
- feedback analysis
- in-store display
- listening
- listening platforms
- measure online sentiment
- net promoter score
- online reputation
- online success
- qualitative feedback
- social media marketing
- verbatim
- verbatims
The Role of CX Listening Platforms in Building a Customer-Centric Culture
By Milind Kelkar on June 13, 20230Today’s businesses need a customer-centric culture to succeed. Forbes found that 73% of firms with above-average customer service outperform rivals financially. Customer centricity is crucial, but how can you create a culture around it? CX Listening Platforms work wonders to build a customer-centric culture faster as it provides the means to cut the noise and listen to meaningful insights. Here’s
Unleash the Hidden Gems of Qualitative Feedback for CX Transformation
By Milind Kelkar on June 13, 2023Qualitative feedback provides exceptional customer insights for better business decision-making as it focuses on the subjective experiences, attitudes, and opinions of individual customers. So, investing efforts into gaining feedback works wonders, however, most businesses cannot make the best use of qualitative feedback because – They have a hard time figuring out what customers are really saying Collecting and analyzing feedback
Kill the Verbatim, Unstructured Overwhelm. Customer Feedback Decision-Making Made Easy
By Milind Kelkar on June 5, 2023Verbatims/ customer feedback can greatly enhance your products or services. But with so much feedback coming in from so many sources, it’s obvious to get perplexed and miss the most crucial ideas. That’s where structured feedback comes in! Read on to understand the importance of organizing unstructured customer inputs for brand/marketing officers, customer experience officers, heads of digital and eCommerce
From Complaints to Compliments: Turning Customer Feedback into Actionable Insights
By Milind Kelkar on May 10, 2023Customer experience is a powerful catalyst for the growth of any business. According to Forbes, customers mention a good brand experience to an average of 9 people, but will talk about a bad experience to 16. Does this sentiment ring true for you? The culmination of all interactions a customer has with a business, from first contact through support
The Hidden Impact of Below-the-Line Touchpoints for Enhancing Customer Experience
By Milind Kelkar on April 25, 2023Did you know, social media marketing efforts could increase business exposure for 90% and increase traffic for 75% of marketers? That’s the impact of below-the-line touchpoints like social media on improving customer experience and business growth. What are below-the-line touchpoints in customer experience? Below-the-line touchpoints, also known as BTL touchpoints, are non-traditional marketing activities that are used to interact
