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[The LoopVoc Playbook:] How to Improve CX Strategies with Custome...

What makes the difference between a customer experience program that drives revenue and retention throughout the customer journey and those that fall flat? Access to and action on customer feedback. Powerful customer experience programs require real-time access to customer feedback. This feedback is the fuel of CX programs and initiatives. Without it, we’re making educated guesses (at […]

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How to Measure CX in 2020

According to a B2B Marketing survey, two-thirds of marketers plan to make customer experience a priority over the next year. More than a quarter of those surveyed are prioritizing CX before the year-end to get ahead. The companies that are fine-tuning their customer-centric CX programs experienced strong revenue growth and ROI, reporting more than 2X return on […]

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How to Build a Cross-Functional Team for Voice of the Customer Co...

One of the biggest barriers to an organization’s long-term success in this age of digital transformation will be the successful execution of cross-functional collaboration. As organizations grow and departments are formed with designated goals and responsibilities, silos are naturally created. Within these silos, departments have their own goals, responsibilities, processes, and priorities. The silos don’t […]

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Your Customer Experience Is Your Brand

Often, when we talk about customer experience, our focus is on the delivery of services, support, and customer success touchpoints. But customer experience is more than a post-sale strategy. The customer experience you deliver is your brand promise in practice. Your customer experience strategy can’t be siloed to the end of the customer journey. It must be […]

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How to Quickly Analyze and Act on Customer Feedback

Whether you’re analyzing qualitative NPS feedback or trying to understand what’s driving a dip in sales, the exercise we go through is the same—we roll up our sleeves and dive into customer feedback data.  Our first goal is to understand what customers are saying about our company and their experience with our products. In most cases, this […]

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NPS: It’s in the Feedback, Not the Score

Net Promoter Score (NPS) has become a key performance indicator of customer loyalty and success across fortune 1000 businesses. More than two-thirds of these companies use NPS to gauge a customer’s likelihood of sticking around and referring your business to others.  While the NPS score provides us with a high-level indicator of customer satisfaction and company performance, the […]

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How To Build A Voice of the Customer Program At Your SaaS Company

Over the past decade, there’s been a hyper-focus on creating business strategies centered on customer loyalty, needs, and success. From inbound marketing to customer advocate programs, organizations have strived to meet customers where they are and create products and services that turn buyers into passionate fans of our businesses. To achieve this, organizations have prioritized building […]

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Using Customer Feedback to Grow your SaaS Business

Intellectually, all of us in SaaS businesses know how important it is to listen to our customers. Our entire business model is predicated on our customers staying and growing with us, aka maximizing customer satisfaction while limiting churn. We can speak about the importance of delivering an outstanding customer experience. We talk about our customers realizing value […]